Terms of service

SoundBack Ear Care | Terms of Service
Bring the SoundBack

Terms of Service

Last Updated: July 2026

By booking an at-home consultation, assessment or treatment with SoundBack Ear Care, you acknowledge that you have read, understood and unconditionally accept these Terms of Service. These terms apply to every appointment, consultation and treatment provided within our mobile operating area.

1. Clinical Governance & Practitioner Status

All clinical services are overseen or delivered by a fully qualified, registered pharmacist with specialist accredited training in otoscopy and microsuction ear wax removal.

Our clinicians follow recognised professional standards, clinical governance procedures and infection prevention measures to provide safe domiciliary ear care.

2. Patient Disclosure Responsibilities

Patients are responsible for providing complete, accurate and truthful medical information before treatment begins. Failure to disclose relevant information may affect clinical suitability and patient safety.

  • Previous ear surgery.
  • Current or previous perforated eardrum.
  • Active ear bleeding.
  • Severe ear pain.
  • Known bleeding disorders or anticoagulant medication.
  • Any other medical condition that could affect treatment.
Important: Treatment may be postponed or declined if important medical information is withheld or only becomes apparent during the appointment.

3. Home Access & Environment Safety

Patients must provide safe access to the property together with a clean, well-lit and suitable environment in which treatment can be safely performed.

Our clinicians reserve the absolute right to refuse treatment or immediately leave the premises where an environment is considered hazardous, unhygienic, threatening or otherwise unsuitable for safe clinical practice.

Where treatment cannot proceed due to an unsafe environment, the booking deposit remains subject to our Cancellation & Refund Policy.

4. Nature of Treatment & Clinical Outcomes

Microsuction is widely recognised as the gold-standard technique for ear wax removal. However, successful treatment depends upon the consistency, location and hardness of the ear wax present.

If wax is excessively impacted or hardened, the clinician may decide that continuing treatment would not be in the patient's best interests. In these circumstances, patients may be advised to apply olive oil drops for an additional 2–3 days before arranging a further appointment.

Please Note: The initial ear examination, professional assessment and clinical advice remain free. However, additional call-out appointments are subject to our booking and cancellation policies.

5. Limitation of Liability

SoundBack Ear Care accepts no responsibility for underlying medical conditions identified during otoscopy that existed before treatment, including but not limited to previous infections, structural abnormalities, perforations or chronic ear disease.

Patients acknowledge that minor temporary effects may occasionally occur following microsuction, including transient dizziness, mild tinnitus, coughing, temporary sensitivity or a cool sensation within the ear canal. These effects are generally short-lived and do not necessarily indicate clinical negligence.

6. Governing Law

These Terms of Service are governed by the laws of England and Wales and apply to all consultations, bookings and treatments delivered within SoundBack Ear Care's operational mobile service corridor.

Any dispute arising from the provision of our services shall be interpreted in accordance with the applicable laws of England and Wales.