Privacy policy

Privacy Policy

Last Updated: July 2026

SoundBack Ear Care ("SoundBack", "we", "our", or "us") operates this website and provides pharmacist-led domiciliary ear care services, including professional ear wax removal, otoscopy assessments, subscription plans and related healthcare services.

This Privacy Policy explains how we collect, use, store, protect and disclose your personal information when you visit our website, complete eligibility forms, communicate with us or receive treatment from us.

By accessing our website or using our services, you acknowledge that you have read and understood this Privacy Policy.

Personal Information We Collect

Depending on how you interact with SoundBack Ear Care, we may collect:

  • Full name
  • Residential and treatment address
  • Email address
  • Telephone number
  • Date of birth where clinically required
  • Booking history
  • Purchase history
  • Payment confirmations (payment card information is processed securely by our payment providers and is not stored by us)
  • Website usage information
  • IP address
  • Browser and device information
  • Communications sent to our clinical or customer support team

Special Category Health Information (UK GDPR)

Because SoundBack Ear Care provides healthcare services, we also collect and process special category personal data relating to your health where this is necessary to assess your suitability for treatment and to provide safe clinical care.

Health information we may collect includes:

  • Medical history relevant to ear care
  • Previous ear surgery
  • History of perforated ear drums
  • Current ear pain, discharge or bleeding
  • Current medications including blood thinning medication
  • Allergies where clinically relevant
  • Symptoms affecting hearing
  • Eligibility questionnaire responses
  • Clinical observations made during otoscopy
  • Microsuction treatment records
  • Follow-up clinical notes
  • Photographs or video otoscope images where clinically appropriate

We only collect health information that is reasonably necessary for assessing clinical suitability, providing treatment safely, maintaining healthcare records and complying with our professional and legal obligations.

How We Collect Information

We collect information:

  • Directly from you when you complete booking or eligibility forms.
  • When you contact us by telephone, email or WhatsApp.
  • When you purchase services or subscriptions.
  • Automatically through cookies and website analytics.
  • From Shopify and trusted service providers supporting our online store.
  • Where appropriate, from healthcare professionals or family members acting with your authority.

Lawful Basis for Processing (UK GDPR)

SoundBack Ear Care processes personal information under the UK General Data Protection Regulation and the Data Protection Act 2018.

Our lawful bases include:

  • Article 6(1)(b) — processing necessary to perform our contract with you when providing appointments, treatments, memberships or subscriptions.
  • Article 6(1)(c) — processing necessary to comply with legal and regulatory obligations.
  • Article 6(1)(f) — our legitimate interests in operating, protecting and improving our healthcare business, preventing fraud and managing bookings.
  • Article 9(2)(h) — processing special category health data where necessary for the provision and management of healthcare services by appropriately qualified healthcare professionals.

How We Use Your Information

We use your personal information only where it is necessary to operate SoundBack Ear Care safely, lawfully and efficiently.

Your information may be used to:

  • Arrange and confirm appointments.
  • Assess your suitability for ear wax removal or other clinical services.
  • Maintain accurate healthcare records.
  • Provide pharmacist-led treatment and follow-up care.
  • Process payments and subscriptions.
  • Respond to enquiries and customer support requests.
  • Send appointment reminders and service updates.
  • Comply with professional, legal and regulatory obligations.
  • Detect fraud, misuse or unauthorised activity.
  • Improve our website, booking process and clinical services.

Marketing Communications

Where permitted by law, we may send information regarding our services, maintenance memberships, promotions or clinical updates.

You may unsubscribe from marketing emails at any time by following the unsubscribe link within the email or by contacting us directly.

We will never sell your personal information to third parties for marketing purposes.

How We Share Your Information

We only share your information where necessary to operate our business or where required by law.

Recipients may include:

  • Shopify for secure website hosting, order processing and customer account management.
  • Secure payment processors handling card transactions.
  • Cloud storage and IT providers who support our systems.
  • Email and communication providers.
  • Professional advisers including accountants, insurers and legal advisers where necessary.
  • Regulators, courts or law enforcement where disclosure is legally required.

Where third parties process personal information on our behalf, they are required to implement appropriate security measures and process information only in accordance with applicable data protection laws.

Relationship with Shopify

Our website is hosted on Shopify. Information submitted through our website may be processed by Shopify to provide secure checkout services, customer account functionality, fraud prevention and website operation.

Shopify processes certain information in accordance with its own Privacy Policy and applicable data protection legislation.

Cookies & Website Analytics

Our website uses cookies and similar technologies to improve functionality, remember your preferences, analyse website performance and enhance your browsing experience.

Cookies may also help us understand how visitors interact with our website so we can improve our online services.

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect website functionality.

Data Security

Protecting your personal and health information is extremely important to us.

We use appropriate technical and organisational safeguards designed to protect information against unauthorised access, accidental loss, alteration, disclosure or misuse.

Although no electronic system can guarantee absolute security, we continually review our security practices and work only with reputable service providers who maintain recognised security standards.

Clinical Record Retention

Healthcare records, eligibility questionnaires, treatment notes, booking information and related clinical documentation may be retained for extended periods (8 years) where necessary to comply with professional obligations, regulatory requirements, insurance arrangements, complaint handling or potential legal claims.

When personal information is no longer required, it will be securely deleted, anonymised or otherwise disposed of in accordance with our internal data retention procedures and applicable law.

Your Privacy Rights

Depending on your location and applicable data protection legislation, you may have the right to:

  • Request access to the personal information we hold about you.
  • Request correction of inaccurate or incomplete personal information.
  • Request deletion of personal information where we are legally permitted to do so.
  • Request restriction of certain processing activities.
  • Object to processing carried out under our legitimate interests.
  • Request a copy of your information in a portable electronic format where applicable.
  • Withdraw consent at any time where processing relies upon your consent.

Please note that healthcare providers are required to retain certain clinical records under professional and legal obligations. As a result, some requests for deletion may not be possible until applicable retention periods have expired.

Children's Privacy

Our services are not intended to be booked independently by children under the age of 18.

Where treatment is provided to a child, personal information will normally be collected from, or with the authority of, a parent, legal guardian or other individual authorised to make healthcare decisions on the child's behalf.

International Data Transfers

Some of our trusted service providers, including Shopify and certain cloud service providers, may process personal information outside the United Kingdom.

Where international transfers occur, we take reasonable steps to ensure that appropriate safeguards are in place to protect your personal information in accordance with UK data protection legislation.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, regulatory guidance or business operations.

The latest version will always be published on our website with the updated revision date shown at the top of this policy.

Contact Us

If you have any questions about this Privacy Policy, your personal information or your privacy rights, please contact us:

SoundBack Ear Care
Email: now.thecreativestarts@gmail.com
Telephone: +44 7774 38105440

If you remain dissatisfied with how we have handled your personal information, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent authority responsible for data protection.

Clinical Privacy Commitment

As a pharmacist-led domiciliary healthcare provider, SoundBack Ear Care recognises that your health information is among the most sensitive personal information you can share. We are committed to handling all personal and special category health data lawfully, fairly, transparently and confidentially, using it only where necessary to provide safe clinical care, fulfil our professional responsibilities and comply with UK law.

Information Commissioner's Office (ICO)

If you have concerns about how we process your personal information, we encourage you to contact us first so that we have the opportunity to resolve your concerns promptly and fairly.

You also have the right to make a complaint to the UK's independent data protection regulator:

Information Commissioner's Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Website: https://ico.org.uk
Telephone: 0303 123 1113

Your Responsibilities

To help us provide safe healthcare services, you agree that all information you provide is accurate, complete and kept up to date. This includes informing us of any changes to your medical history, medication, allergies or contact information before treatment takes place.

Failure to provide accurate clinical information may affect your suitability for treatment and could result in treatment being postponed or declined where patient safety may otherwise be compromised.

Acceptance of This Privacy Policy

By accessing our website, submitting an enquiry, completing an eligibility questionnaire, making a booking or receiving treatment from SoundBack Ear Care, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use and storage of your personal information as described, where consent is the appropriate lawful basis. Where processing is carried out under another lawful basis recognised by UK GDPR, your information will be handled in accordance with those legal obligations.

This Privacy Policy should be read together with our Terms of Service, Cancellation & Refund Policy, Legal Notice & Regulatory Disclaimers and any other policies published on the SoundBack Ear Care website.