Registered Address:
South Devon House, Babbage Road, Totnes, Devon, TQ9 5JA

Company Number:
12231537

Our audiologist, Jonathan Doyle, holds registration with the Academy for Healthcare Science (AHCS) as a Clinical Physiologist specialising in Audiology, and with the Health and Care Professions Council (HCPC) as a Hearing Aid Dispenser. He is a recognised provider with Bupa and an active member of the Association of Independent Hearing Healthcare Professionals (AIHHP).

1. Deposit Requirement

We ask for a £15 deposit when you book your appointment. Don’t worry – this amount will be taken off the total cost of your treatment at the end of your appointment.

2. Musicians' Hearing Health Scheme

If you’re booking through the Musicians' Hearing Health Scheme, a £15 deposit is needed to secure your appointment. This deposit will be refunded once you’ve attended your appointment. However, if you need wax removal, the deposit will be applied toward the cost of this additional service.

3. Cancellations & Rescheduling

If you need to cancel, just let us know at least 48 hours before your appointment – we won’t charge you anything.
If you’d prefer to reschedule, your deposit will be transferred to your new appointment date.

4. No-Shows & Late Cancellations

If you cancel less than 48 hours before your appointment or miss the appointment entirely, we’re unable to refund your deposit.

5. How to Cancel

You can cancel easily via the link in your appointment confirmation email or simply email us at hello@southwesthearing.co.uk.

6. Clinic Cancellations

In the unlikely event we need to cancel your appointment, we’ll do our best to reschedule as soon as possible. If we can’t find a suitable time, we’ll refund your deposit in full.

7. Payment Methods

We accept all major debit and credit cards.

1. Booking Deposit

For patients booking through the Musicians’ Hearing Health Scheme (MHHS) or Music Venue Trust (MVT), we ask for a £15 deposit to confirm your appointment. This is separate from the one-off fee already paid to the scheme and is simply to secure your appointment slot.

The £15 deposit will be refunded within 24 hours of your appointment, as long as everything goes smoothly according to our standard appointment and cancellation terms.

2. Custom Earplugs

We’ll securely store an electronic 3D scan of your ear impressions with MHHS/MVT for four years after your appointment. If you need replacement earplugs during that time, you can easily reorder directly from Musicians’ Hearing Services without needing to have a new impression taken.

Earplug options:

Standard earplugs are made from clear, colourless silicone.
If you’d like, you can choose from other colours at no extra cost.
We also offer a cord/lanyard attachment, which is perfect for musicians who prefer to wear earplugs around their neck to avoid losing them – and it’s available at no extra charge. Please chat with us about this option during your appointment.

You have 30 days from receiving your hearing protection to exchange the filter free of charge.

If you’re not 100% happy with the fit of your earplugs, don’t worry – just contact us within 30 days of receiving them, and we’ll take new impressions and remake the earplugs for you, free of charge.

3. 3D Digital Scans

If you’d like a copy of your digital ear impressions, you can request them from Musicians’ Hearing Services for the following fees:

£12.50 for one ear
£25 for both ears

To release the scans, we’ll ask you to fill out a digital consent form and make a small online payment.

Many patients request copies of their scans when considering other custom hearing protection or in-ear monitors.

1. Hearing Aid Recommendations & Trial Period

At Southwest Hearing, we’re committed to finding the best hearing aids for each individual, and we understand that sometimes a patient may decide not to go ahead with their chosen device.

To make sure you're happy, all hearing aids come with a 30-day trial period. The warranty, repair, and return terms are subject to the manufacturer's policies.

2. Purchasing Agreement

When you order a hearing aid from Southwest Hearing, we’ll ask you to complete a Purchasing Agreement. This document outlines the terms of sale, including the trial period, warranty coverage, and return policies.

If you’d like to see the agreement before placing your order, just let us know – we’re happy to provide it in advance.

By signing, you confirm that you’ve read and agreed to the terms, including any non-refundable costs.

3. Refund Exclusions

While we want you to be happy with your hearing aid, please note that any consultation fees from attended appointments are non-refundable.

Other costs, like postage fees for sending custom impressions to the manufacturer, are also excluded from refunds.

4. Device Suitability & Patient Responsibility

Hearing aids are medical devices, and their effectiveness depends on consistent use and proper programming. While we’ll provide our expert recommendations, we can’t guarantee specific hearing outcomes, as these can vary depending on the type of hearing loss and how the device is adjusted.

It’s important that you follow the guidance from our audiologists on how to care for and maintain your hearing aids to get the best results.

5. Manufacturer Responsibility & Warranty Claims

As we don’t manufacture hearing aids ourselves, any warranty claims or issues with the device will be handled directly by the manufacturer according to their terms.

We’ll be happy to assist with the process, but please note that the final decision on repairs or replacements rests with the manufacturer.

1. Custom Fit & Recommendations

At Southwest Hearing, we’re dedicated to helping you find the perfect fit with all our custom ear moulded products. If you have any concerns or questions, we encourage you to chat with your audiologist and double-check the warranty and guarantee details directly with the manufacturer of your chosen product.

2. Non-Refundable Policy

Because these products are custom-made just for you, bespoke ear protection and earplugs can be non-refundable. We recommend taking a little extra time to think about your choice before going ahead with the purchase, so you’re confident it’s the right one for you.

3. Purchasing Contract & Manufacturer Responsibility

When you order through Southwest Hearing, your purchase is directly with the manufacturer, and their warranty and returns policy will apply. We’re here to help you through the process, but any returns, repairs, or warranty claims will be handled according to the manufacturer’s terms.

4. Manufacturer Warranty & Returns

We’re happy to assist with warranty claims or repairs if needed, but the final decision on returns, repairs, or replacements is up to the manufacturer. Please note that we can’t be responsible for any damage to products that happens after they’ve been delivered or fitted.

5. Patient Responsibility

Once you’ve received your custom ear moulds or ear protection, it’s important to follow the manufacturer’s care instructions closely. If they’re not used or maintained correctly, it could void the warranty.

6. Manufacturer Defects

If you think there’s a defect with your product, it will be covered by the manufacturer’s warranty policy. We’ll help facilitate any necessary repairs or replacements according to their terms.

7. Clear Communication of Policies

Before you make a purchase, we encourage you to have a look at the manufacturer’s warranty and returns policies. If you’d like more details, feel free to ask, and we can provide any information you need regarding the manufacturer’s terms.

At Southwest Hearing Ltd, we take great care in providing the best possible service. However, because every patient’s needs and circumstances are unique, we can’t guarantee specific outcomes. By using our services, you agree to the following terms regarding liability:

Scope of Liability

We aim to provide excellent care, but we are not responsible for any direct or indirect damages related to the use of hearing aids, custom ear protection, or other services we provide. This includes any issues that arise from fitting, use, or maintenance.

No Guarantees of Results

While we do our best to ensure a great fit and outcome, we cannot guarantee specific results. The effectiveness of hearing aids or other treatments can vary based on your individual needs, as well as factors like your health or the environment, which are outside of our control.

What We Aren’t Liable For

We will not be held responsible for:

Any damage or injury caused by misuse, improper maintenance, or modifying products.
Any failure of hearing aids or related products caused by things like wear and tear, accidents, misuse, or not following our care instructions.
Delays or issues in providing services due to things beyond our control, such as natural disasters, strikes, or other unforeseen events.

Your Responsibility

It’s important that you follow the care instructions we provide for your products. We’ll always guide you on how to use and maintain your hearing aids and other items, but we’re not responsible for any issues that arise from improper use or care.

Limitation of Financial Liability

If something does go wrong, we will work with you to find a solution. However, the most we’ll be liable for is the amount you paid for the specific service or product related to the issue. This doesn’t include any indirect costs like travel expenses, lost wages, or anything else outside the service or product itself.

Indemnity

By using our services, you agree to protect Southwest Hearing Ltd and its team from any claims or damages, including legal costs, that may arise from your use of our products or services, including any third-party claims related to injury or property damage.

1. Arranging a Home Visit

We’re happy to offer home visits upon request! To make sure we can accommodate you, please get in touch with us in advance via phone or email to arrange a visit. We’ll confirm availability and find a time that works for you.

For a smooth visit, we’ll need a quiet, private space with enough room for our equipment and to move around comfortably. Home visits can take place in residential homes, temporary accommodations, or hired meeting venues, as long as the space is suitable.

2. Home Visit Fees

The fee for a home visit depends on the distance we need to travel and the time required. We’ll confirm the cost with you before booking, so you’ll know exactly what to expect.

Any services or treatments provided during the home visit will be charged at our usual rates, which you can find under the ‘Our Services’ section.

3. Booking & Payment

To secure your home visit, we ask for a 50% deposit (covering both the home visit fee and any services or treatments) at the time of booking. The remaining balance will be due at the end of the consultation.

If you need to cancel, please let us know at least 48 hours in advance. Unfortunately, deposits for cancellations made with less than 48 hours' notice will not be refundable.

At Southwest Hearing Ltd, we may ask if we can take some photos during your appointment. Any photos taken are the property of Southwest Hearing Ltd and might be used in our promotional materials, like print, video, or online, but only with your clear consent.

1. No Medical Advice

The information on this website is for general guidance and shouldn’t be taken as medical advice. It’s not a substitute for a consultation, diagnosis, or treatment from a healthcare professional. If you’re concerned about your hearing health, we recommend speaking with a qualified healthcare provider.

2. No Audiologist-Patient Relationship

Visiting our website or making enquiries does not create a formal audiologist-patient relationship with Southwest Hearing. This relationship is only established after you’ve had an in-person consultation with us.

3. Accuracy of Information

We do our best to provide accurate and up-to-date information on our website. However, we can’t guarantee that everything is 100% complete or flawless, so please be aware that any reliance you place on the content is at your own discretion.

4. Third-Party Links

From time to time, our website may include links to other websites for extra information or resources. These links are there for your convenience, but we don’t have control over the content or practices of third-party websites, and we don’t endorse them.

5. Limitation of Liability

To the fullest extent allowed by law, Southwest Hearing isn’t liable for any direct or indirect damages that might arise from using this website or relying on the information here. This includes anything related to health, business losses, or any technical issues you may experience.

6. Emergency Situations

If you’re experiencing sudden hearing loss, severe ear pain, dizziness, or any other urgent health concern, please seek immediate medical attention from a qualified healthcare provider or contact emergency services right away.