Terms and Conditions
The Hearing Team LTD
Last updated: May 2026
These Terms & Conditions explain the rules for using our website, booking appointments, purchasing hearing aids or related services, and using services provided by The Hearing Team LTD.
By using our website, booking an appointment, purchasing a product, or using our services, you agree to these Terms & Conditions.
Please read them carefully before using our website or services.
1. Who we are
This website is operated by:
The Hearing Team LTD
Registered address: 66 Paul Street, London, EC2A 4NA
Email: thehearingteam@hotmail.com
Telephone: 07442 499414
In these Terms & Conditions, “we”, “us”, and “our” refers to The Hearing Team LTD.
“You” and “your” refers to the customer, patient, website visitor, or person using our services.
2. Our services
The Hearing Team LTD provides hearing care services, which may include:
Hearing tests and hearing assessments
Home hearing tests
Wax removal
Ear health checks
Hearing aid advice and recommendations
Hearing aid fittings and programming
Hearing aid aftercare and support
Hearing aid servicing, adjustments, and maintenance
Hearing aid accessories and related products
General hearing care advice
The exact services available may vary depending on your needs, appointment type, location, hearing assessment results, and product suitability.
3. Medical and hearing care information
The information on our website is provided for general guidance only.
It is not a replacement for a full hearing assessment, medical advice, diagnosis, or treatment from a qualified healthcare professional.
You should seek urgent medical advice from your GP, NHS 111, an ENT specialist, or emergency services if you experience symptoms such as:
Sudden hearing loss
Severe ear pain
Discharge or bleeding from the ear
Dizziness or balance problems
One-sided hearing loss
Ringing in one ear only
A sudden change in hearing
Any symptoms that concern you
We may recommend that you seek medical advice before proceeding with hearing aids or hearing care services where appropriate.
4. Appointments and bookings
Appointments can be booked online, by phone, by email, by WhatsApp, or through any other booking method we make available.
When booking an appointment, you must provide accurate and complete information.
We may need to contact you to confirm your appointment, rearrange your appointment, request further information, or provide important appointment details.
We reserve the right to refuse, cancel, or rearrange an appointment where necessary, including due to availability, staff illness, incorrect booking information, unsuitable appointment type, travel limitations, or circumstances outside our control.
5. Appointment charges, cancellations and rescheduling
Some appointments and services may be chargeable. This may include hearing tests, home hearing tests, wax removal, home visits, ear health checks, or other services.
We will explain any charge before the appointment is confirmed or before the service is provided.
If you need to cancel or rearrange an appointment, please contact us as soon as possible.
Where possible, we ask that you give at least 24 hours’ notice for cancellations or changes to appointments.
If you repeatedly miss appointments, cancel at short notice, or do not attend, we may refuse future bookings or require payment in advance before accepting a new appointment.
If an appointment fee, deposit, or home visit charge applies, we will explain this before you book or before payment is taken.
6. Prices
Our website may display prices for hearing aid packages, services, or products.
Prices are shown in pounds sterling GBP and may be subject to change.
Where prices are shown as “from” prices, the final price may depend on:
The hearing aid model selected
Technology level
Your hearing needs
Whether one or two hearing aids are required
Optional accessories
Aftercare package
Manufacturer availability
Home visit requirements
Any offers or promotions available at the time
We will confirm the price before you agree to purchase.
7. Hearing aid recommendations
Any hearing aid recommendation is based on information available at the time, which may include your hearing test results, listening needs, lifestyle, budget, and personal preferences.
We aim to recommend suitable products, but individual results can vary.
Hearing aids may require adjustment, fine-tuning, and an adaptation period.
We cannot guarantee that hearing aids will restore normal hearing, remove all background noise, or provide the same results for every person.
8. Orders and purchases
When you place an order for hearing aids, accessories, or services, we may need to collect information from you to process the order.
An order is only confirmed once we have accepted it and, where applicable, payment or a deposit has been received.
We reserve the right to refuse or cancel an order if:
The product is unavailable
There is an error in the price or product information
Payment is not received or is declined
The product is not suitable for your hearing needs
We are unable to provide the service requested
There is suspected fraud, misuse, or abuse of our services
If we cancel an order after payment has been made, we will provide a refund where appropriate.
9. Payments
Payment may be required in full or by deposit, depending on the product or service.
We will explain the payment amount and timing before you agree to purchase.
Payments may be processed by third-party payment providers. We do not normally store full card details ourselves.
You are responsible for ensuring that the payment information you provide is accurate and that you have permission to use the payment method.
Finance options are not currently offered unless confirmed by us in writing. If finance options become available in future, they will be subject to separate finance provider terms, eligibility, approval, and any required checks.
10. Delivery, fitting and collection
Hearing aids may need to be ordered from the manufacturer before fitting.
Delivery and fitting times may vary depending on product availability, supplier timescales, manufacturer delays, and appointment availability.
We will aim to provide estimated timescales, but these are not guaranteed unless we have agreed this with you in writing.
Hearing aids should only be used after they have been professionally fitted, programmed, and explained to you.
11. 30-Day Money-Back Guarantee, returns and cancellations
The Hearing Team LTD offers a 30-day money-back guarantee on hearing aid purchases.
The 30-day guarantee period starts from the date your hearing aids are professionally fitted.
If you are not satisfied with your hearing aids, you may return them within 30 days of the fitting date for a refund of the hearing aid purchase price.
This guarantee applies to the hearing aids only.
It does not include refunds for any separate services or charges, including:
Hearing tests
Home hearing tests
Wax removal
Ear health checks
Home visit charges
Consultation fees
Accessories
Batteries
Domes, filters, receivers, or other consumable items
Repairs or replacement parts
Any other service already provided
To qualify for the 30-day money-back guarantee:
You must contact us within 30 days of the fitting date
The hearing aids must be returned to us within the guarantee period
All supplied items should be returned, including chargers, charging cases, cases, accessories, and packaging where applicable
The hearing aids must be returned in reasonable condition
The hearing aids must not be damaged, misused, lost, or altered
If any supplied item is missing, damaged, misused, or not returned, including chargers, charging cases, receivers, domes, cases, or accessories, we may deduct the reasonable cost of repair or replacement from any refund.
We may offer adjustments, fine-tuning, or follow-up support before processing a return, where appropriate.
Refunds will usually be processed within 14 days of the returned hearing aids being received and checked.
Refunds will usually be made to the original payment method where possible.
Nothing in this guarantee affects your statutory rights.
12. Faulty products and manufacturer warranties
Hearing aids and accessories may be supplied with a manufacturer warranty.
The warranty period and cover may vary depending on the product, manufacturer, and model.
Manufacturer warranties usually do not cover:
Loss
Theft
Accidental damage
Misuse
Neglect
Wax or moisture damage where excluded by the manufacturer
Unauthorised repairs
Normal wear and tear
Damage caused by failure to follow care instructions
If you believe a product is faulty, please contact us as soon as possible so we can inspect it, advise you, and where appropriate arrange repair, replacement, or support.
Your statutory rights are not affected.
13. Aftercare, follow-up support and adjustments
We offer follow-up support and adjustments to help you get the best possible performance from your hearing aids.
This may include:
Hearing aid fine-tuning
Programming adjustments
Comfort checks
Basic troubleshooting
Cleaning and maintenance advice
General hearing aid support
Where aftercare is included with your hearing aid purchase, we will explain what is included at the time of purchase.
Hearing aids often require follow-up appointments, adjustments, and fine-tuning. This is a normal part of adapting to hearing aids.
We may offer annual aftercare appointments. These may be chargeable depending on the service required, location, appointment type, and whether a home visit is requested.
Home visits may incur an additional charge. We will explain any home visit charge before the appointment is confirmed.
Aftercare does not usually include replacement for lost hearing aids, accidental damage, out-of-warranty repairs, replacement chargers, batteries, wax filters, domes, receivers, or other accessories unless specifically agreed.
14. Customer responsibilities
You agree to:
Provide accurate information about your hearing, health, contact details, and requirements
Attend appointments on time
Follow the care and usage instructions provided
Keep hearing aids clean and maintained
Contact us if you experience discomfort, pain, poor sound quality, or product issues
Seek medical advice where advised or where symptoms require it
Pay any agreed fees, deposits, or charges on time
You should not continue using hearing aids if they cause pain, discomfort, irritation, or any concerning symptoms. Contact us or seek medical advice if this happens.
15. Website use
You may use our website for lawful personal use only.
You must not:
Misuse the website
Attempt to gain unauthorised access to the website or systems
Copy, reproduce, or exploit website content without permission
Upload harmful code, viruses, or malicious material
Use the website in a way that could damage our business, reputation, or systems
Submit false, misleading, offensive, or unlawful information
We may suspend or restrict access to the website where misuse is suspected.
16. Website content
We aim to keep the information on our website accurate and up to date.
However, we do not guarantee that all content will always be complete, accurate, current, or available.
We may update, change, remove, or correct website content at any time.
Product details, prices, availability, descriptions, and offers may change without notice.
17. Intellectual property
All content on our website, including text, images, graphics, layout, branding, logos, and design, belongs to The Hearing Team LTD or is used with permission.
You must not copy, reproduce, distribute, modify, or use our website content for commercial purposes without our written permission.
18. Third-party links and services
Our website may contain links to third-party websites, tools, booking systems, payment providers, maps, review platforms, or other external services.
We are not responsible for the content, security, availability, or privacy practices of third-party websites or services.
You should read the terms and privacy policies of any third-party service you use.
19. Reviews and testimonials
Where we display reviews, testimonials, or customer feedback, these reflect individual customer experiences.
Results may vary from person to person.
Reviews and testimonials should not be treated as a guarantee that you will have the same outcome.
We reserve the right to remove reviews or comments that are offensive, false, misleading, abusive, or unlawful.
20. Limitation of liability
We do not exclude or limit liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any rights that cannot legally be excluded.
Subject to this, we are not responsible for:
Loss caused by inaccurate information you provide
Loss caused by failure to follow care instructions
Loss or damage caused by misuse of products
Website downtime or technical issues
Third-party service failures
Indirect or consequential losses
Loss of hearing aids or accessories
Damage caused by circumstances outside our reasonable control
21. Events outside our control
We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.
This may include supplier delays, manufacturer shortages, illness, severe weather, transport issues, technical failures, strikes, accidents, emergencies, or other unexpected events.
We will contact you as soon as reasonably possible if this affects your appointment, order, or service.
22. Privacy and personal data
We collect and use personal data in accordance with our Privacy Policy.
Our Privacy Policy explains what personal data we collect, why we use it, how we store it, who we share it with, and your rights.
You should read our Privacy Policy before using our services or submitting personal information through our website.
23. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
Any changes will be published on this page with an updated “Last updated” date.
The version available on our website at the time of your booking or purchase will usually apply to that booking or purchase, unless a change is required by law.
24. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
If a dispute arises, the courts of England and Wales will have jurisdiction, unless consumer protection laws require otherwise.
25. Contact us
If you have any questions about these Terms & Conditions, please contact:
The Hearing Team LTD
Registered address: 66 Paul Street, London, EC2A 4NA
Email: thehearingteam@hotmail.com
Telephone: 07442 499414