Terms and Conditions

To ensure your wax removal appointment is safe and effective, it’s important that you follow the Earol preparation guidance:

2 sprays in each ear, twice a day, for 7 days prior to your appointment.

If you are unable to use Earol due to a current perforation or active ear infection, please call and discuss this with Ear Eden, as we are unable to perform microsuction on those with a current perforation or active infection. Please do not use Earol in these instances.

If Earol has been used as required, then the wax in your ear(s) can be removed with ease and comfort successfully in most instances, depending on how impacted the wax is. 

If Earol has not been used as required then it may not be possible to remove the wax in your ear(s) in one appointment, therefore the appointment will be charged at £75. If a second attempt is needed, this will also be charged at £75.

If further attempts are required, I will discuss the best next steps with you. In some cases, an onward referral from me to ENT may be the most appropriate option.

Custom Earplug Consultation

If you suspect you have earwax, please use Earol as instructed above before your Custom Earplug Consultation. If wax prevents impressions from being taken, the appointment will be converted to wax removal and an additional £45 will be charged. Impressions may then be taken on a separate day.

If Earol has not been used and wax blocks the ears, the appointment will be charged at £30, and a separate wax removal appointment (£75) will be required.

Impressions of the ear can be taken on the same day as wax removal, provided there is no trauma or discomfort within the ear canal.

Cancellation & Rescheduling Policy

I understand that plans can change, and I aim to be as fair and transparent as possible. As a clinical service with limited appointment capacity, cancellations at short notice directly impact availability for other patients and result in lost clinical time. Our policy ensures we can continue to offer timely appointments and maintain high standards of care.

At the time of booking to secure your appointment, full payment of the appointment type you require will be taken.

You may cancel or reschedule your appointment up to 48 hours before your scheduled time without incurring any charges.

Cancellations within 48 hours of the appointment will incur a 50% charge.

No‑shows (failure to attend without notice) are charged at the full appointment fee.

If you arrive more than 5 minutes late and I am unable to complete the procedure safely within the remaining time, this will be treated as a late cancellation.

This booking fee reflects the clinical time reserved exclusively for you and the preparation required for safe wax removal procedures.

Clinical Safety & Appointment Suitability

If you attend your appointment and wax removal cannot be carried out due to:

• Active infection

• Contraindications identified during your history or otoscopy

• Excessive discomfort preventing safe continuation

• Insufficient wax present

The appointment fee remains payable, as clinical assessment and otoscopy have been completed.

Exceptional Circumstances

We recognise that genuine emergencies can occur. At our discretion, we may waive cancellation charges.

Clinic Cancellations

In the rare event that we need to cancel or reschedule your appointment, you will be offered the next available slot. Any booking fee paid will be transferred or refunded in full.

How to Cancel or Reschedule

You can cancel or reschedule by contacting us directly via:

• Phone

• Email

Please ensure you receive confirmation of your cancellation or new appointment time.

Agreement to Terms

Ear Eden operates a non-refundable fee policy. Appointment fees are non-refundable once the service has been provided, as they cover the clinician's assessment, expertise, treatment, and professional advice. Custom earplugs are individually manufactured to a patient's ear impressions and are non-refundable once production has commenced.

By booking an appointment, you agree to the terms of this cancellation policy and non-refundable fee policy. Clear and fair policies help us maintain high‑quality care and ensure appointment availability for all patients.

Ear Eden reserves the right to refuse, postpone, or discontinue treatment where it is deemed clinically inappropriate, unsafe, outside the practitioner's scope of practice, or not in the best interests of the patient.

Reasons for refusing or discontinuing service may include, but are not limited to:

• Clinical findings requiring referral to a GP, Audiologist, ENT specialist, or other healthcare professional.

• Medical contraindications that make treatment unsafe.

• Inability to obtain valid consent.

• Aggressive, abusive, threatening, discriminatory, or inappropriate behaviour towards staff.

• Failure to provide accurate or relevant medical information.

• Repeated non-attendance or late arrival that prevents treatment being completed safely.

• Situations where treatment cannot be carried out to an acceptable professional or clinical standard.

• Concerns regarding patient safety, practitioner safety, or infection prevention and control.

Where appropriate, an explanation for the decision will be provided, and alternative advice, recommendations, or referral options may be offered.

Any decision to refuse, postpone, or discontinue treatment will be made at the sole professional discretion of Ear Eden's clinician and in accordance with applicable professional standards, clinical guidelines, and legal obligations.

Ear Eden operates a zero-tolerance policy towards abusive, threatening, violent, discriminatory, or inappropriate behaviour. Individuals displaying such behaviour may be refused treatment immediately and asked not to return to the clinic.