Return and refund policy
Cancellation & Refund Policy
Because our qualified pharmacists and ear care specialists travel directly to patients' homes, every appointment requires dedicated clinical time and travel planning. Late cancellations, missed appointments and unavailable patients significantly affect our schedule and reduce appointment availability for others. This policy explains how bookings, deposits, cancellations and refunds are managed.
1. Booking Deposits & Pre-Authorization
A secure booking deposit is required when reserving an appointment. This helps protect our mobile service from fraudulent bookings, incorrect addresses and missed appointments while allowing us to allocate clinician travel time.
- If treatment is successfully carried out, your booking deposit is deducted from your final treatment balance.
- If, following the initial clinical examination, no ear wax requiring removal is identified, your booking deposit will be refunded in full.
Your initial visual ear examination using professional video otoscopy, together with clinical observations and treatment advice, is provided free of charge.
2. Standard Cancellation & Rescheduling Window
Appointments may be cancelled or rescheduled completely free of charge provided at least 48 hours' notice is given before your confirmed appointment.
Where less than 48 hours' notice is provided, or the appointment is cancelled within the final 48 hours, the booking deposit is strictly forfeited to cover reserved clinician time and travel allocation.
3. Payment Terms on Day of Service
The remaining treatment balance is collected on the day of your appointment only after both the client and SoundBack Ear Care have mutually agreed the appointment date, estimated arrival window and treatment location.
No additional treatment charges are taken before your appointment takes place.
4. Membership & Subscription Plans
Recurring ear maintenance packages, healthcare memberships and subscription plans operate under a strict no-refund policy once payments have been successfully processed.
Customers may cancel automatic renewals at any time before the next scheduled billing date to prevent future charges.
5. Domiciliary & Mobile Care Protections
- Not at Home: If our clinician arrives at the agreed address and the patient is unavailable or cannot be contacted, the booking deposit will be forfeited.
- Un-treatable Clinical Scenarios: If treatment cannot safely continue because active ear bleeding, significant pain or another clinical concern is identified during assessment, the booking deposit is retained as a contribution towards clinician travel and assessment time.
- Safe Environments: Our clinicians reserve the right to terminate the appointment immediately if the environment is considered unsafe, hostile, threatening or unsuitable for safe clinical practice.
- Business Disruptions: If SoundBack Ear Care is unable to attend due to vehicle breakdown, emergency sickness or another unforeseen operational issue, any booking deposit paid will be refunded in full or transferred to another appointment, according to the patient's preference.