All patients will be required to pay a £15 deposit upon booking, which will be deducted from your treatment cost at the end of your appointment.

When booking under Musicians' Hearing Health Scheme, we request a £15 deposit to secure an appointment with us. This will be held and eventually refunded once you have attended your appointment. Should you require wax removal, the deposit will be deducted from the total treatment cost for this new service.

Please be advised that cancellations made up to 48 hours before any scheduled appointment will be processed without charge. Should you wish to change your appointment to an alternative date, your deposit will be transferred to your new appointment time.

For any no shows or cancellations with less than 48 hours notice ahead of your scheduled appointment time, your deposit is non-refundable.

Cancellations can be made via the link on your initial appointment confirmation email or by emailing our team at hello@southwesthearing.co.uk.

Southwest Hearing Ltd reserve the right to cancel an appointment at any time. The team will endeavour to reschedule a new appointment at the earliest convenience to you, subject to availability. Should we have any difficulty in re-booking a new appointment for you, a full refund of your deposit will be issued immediately.

We accept all major debit and credit cards.

The booking deposit

All patients who are booking as part of the Musicians’ Hearing Health Scheme & Music Venue Trust are required to pay £15 as a booking deposit for their appointment with us. This is completely separate to the one-off fee for the package that has already been paid to either scheme. The deposit is requested by Southwest Hearing to simply secure an appointment slot. The £15 deposit will be refunded within 24hrs of attending - subject to our normal appointment & cancellations terms.

Custom earplugs

An electronic 3D scan of your ear impressions will be kept for four years by ‘MHHS/MVT” following your appointment. This means if you require replacement earplugs it will not be necessary to return for another impression, you can simply contact Musicians’ Hearing Services to place your repeat order. Your earplugs will be provided in clear, colourless silicone as standard, but there is the option for other colours at no extra charge. Some musicians prefer to have their earplugs attached by a cord / lanyard as it can be handy to wear around your neck (and makes them less easy to lose), this is also available at no extra charge - please discuss these options during your appointment. You have 30 days following receipt of your hearing protection to exchange the filter free of charge. If you are not happy with the fitting of your earplugs, please contact us within 30 days of receipt. New impressions will be taken and the earplugs will be remade in this instance, at no extra cost.

3D digital scans

A copy of your digital ear impressions can be requested for the fee of £12.50 for one or £25 for the pair from the Musicians’ Hearing Services. In order for them to be released, Southwest Hearing ask patients to complete a digital consent form and online payment link. In many cases, patients request a copy of their scans as they may be looking for different custom hearing protection to that provided by the scheme, or some in-ear monitors.

Home visits can be arranged by individual request, and must be liaised and agreed in advance over the phone or by email. In order to carry out a home visit our audiologist requires a quiet, private space, with enough surfaces to lay out equipment and ample space. This is typically carried out in a home setting, but could also be done in temporary accommodations or hired meeting venues.

The home visit fee is calculated based on distance travelled and time taken - this fee is again agreed in advance, and is surplus to any treatment or service costs. Any services or treatments provided during the home visit will be charged at our usual rates, as per advertised under the ‘Our Services’ tab.

In order to secure booking for a home visit we require a 50% deposit of the total amount (i.e. home visit fee + any services or treatments) at the time of booking, with the remaining balance being taken at the end of the consultation. This deposit is non-refundable if the appointment is cancelled without at least 48 hours notice.

Whilst our hearing aid recommendations are always tailored to the individual, there are circumstances where a patient may not wish to proceed with their chosen hearing aid/s. All hearing aids are offered on a 30-day trial basis and terms of warranty, repair and return are as per the manufacturer.

In this instance, any consultation costs incurred from attended appointments are excluded from refund, as well as other sundries i.e. postage for sending custom impressions to the manufacturer.

All goods ordered via Southwest Hearing form part of your purchasing contract directly with the manufacturer.

We endeavour to ensure the perfect fit on all the custom ear moulded products which we recommend, and it is worth asking your audiologist and checking with the manufacturer of your chosen product, with regards to their warranty and guarantee policy.

Given the individually customised nature of the products, bespoke ear protection and plugs of all kinds are non-refundable.

All goods ordered via Southwest Hearing form part of your purchasing contract directly with the manufacturer. Therefore, in all instances, the manufacturers warranty and returns policy is applicable.

We will always ask permission if we can take photographs of you during your appointment. All photos taken at our clinic are the property of Southwest Hearing Ltd and may be used in promotional material, including but not limited to print, video and internet, with your consent.

Registered Address:

South Devon House, Babbage Road, Totnes, Devon, TQ9 5JA

Company Number:

12231537

Regulatory & Professional Bodies:

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