Payment Terms and Cancellation Policy

Kindly refer to the complete payment terms and policy on appointment cancellation for HearUBetter below.

HearUBetter Payments

HearUBetter appointments are pre-payable either online or by phone, credit, or debit card. After you’ve been seen in our clinic, if your appointment fee is more than the amount you have paid (e.g. if you require additional treatment such as a different type of appointment), this will be payable after your appointment is finished by debit or credit card.

What if ear wax is not present when I am seen?

If there is no ear wax or debris to remove from a patient’s ears following examination, it may be that micro suction is not necessary. Depending on the patient’s symptoms, this may result in a discussion with the clinician about likely causes of hearing loss and potential further investigations the patient may need.

Some patients may not have symptoms to discuss, but micro suction not being performed during an appointment does not entitle patients to any kind of refund of their appointment fees, as being seen in the clinic takes up an appointment slot and clinician time. The fee charged reflects your appointment time slot and the time a clinician spends consulting with you. The clinic cannot be held responsible for the lack of requirement for micro suction in specific patients. There are multiple causes of hearing loss and sometimes this symptom is not related to wax buildup. If clinically indicated, our clinicians can consult with patients regarding other causes of hearing loss and may suggest further investigations or referrals. Any partial refund returned to patients is completely discretionary and is decided by the individual clinician seeing the patient.

What happens if I experience ear blockage symptoms after my initial consultation or follow-up appointment?

Sometimes, patients may experience ear blockage symptoms, reduced hearing, or pain after being cleared of wax at an initial appointment. If this is the case, patients can book a follow-up appointment to review the situation if necessary free of charge.

Experiencing ear blockage symptoms or developing reduced hearing after your original appointment is rarely due to wax not having been successfully removed the first time – it is usually due to the patient having a different underlying cause for their symptoms.

Outer ear canal infection following microsuction is a very rare complication (less than 1%). Patients who suspect they have this ought to book an appointment in the usual way and the clinician will decide the necessary management.

Cancellation/Missed Appointment Policy

Any missed appointments are charged at the full appointment fee – any partial refund is completely discretionary.

When a patient cancels without giving enough notice or misses an appointment without informing us, they are preventing another patient from being seen.

Please call us on 07396754993 at least 24 hours before your scheduled appointment to notify us of any changes or cancellations. Cancellations of appointments less than 24 hours from the time of the appointment incur a fee of 100% of the value of the missed appointment.

These terms cannot be altered due to reasons beyond the HearUBetter Clinic’s control. This includes weather conditions, natural disasters, strikes, transportation, illness, childcare, patients developing COVID-19 symptoms etc.

Booking an appointment online or via telephone implies acceptance of these terms.

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