Privacy Policy & Terms

Earwax Clinic Bournemouth ("we", "us", "our") is a specialist earwax removal clinic based at Hinton Chambers, Hinton Road, Bournemouth, BH1 2EN. We are the data controller responsible for your personal information collected through this website and during the provision of our services. You can contact us at: Email: [email protected] Phone: 07804 460 337

We may collect and process the following personal data: • Contact details — your name, phone number, and email address when you contact us or book an appointment. • Health information — relevant medical history you provide to help us deliver safe and appropriate treatment (e.g. previous ear conditions, hearing aids, perforated eardrum). • Appointment data — dates, times, and details of appointments booked through our online booking system (Setmore). • Communications — records of any emails, calls, or messages you send us. • Website usage data — anonymised analytics data such as pages visited and time on site, collected via cookies (see Section 7).

We use your personal data to: • Book, manage, and confirm your appointments. • Provide safe clinical treatment — health information is used solely to tailor your care. • Respond to enquiries and provide customer support. • Send appointment reminders or follow-up communications where you have consented. • Comply with our legal and regulatory obligations as a healthcare provider. • Improve our website and services using anonymised analytics. We do not use your data for automated decision-making or profiling.

We process your personal data under the following lawful bases (UK GDPR Article 6 and Article 9): • Contract — processing is necessary to fulfil your appointment booking. • Legitimate interests — to respond to enquiries and improve our services. • Legal obligation — to comply with healthcare regulations and record-keeping requirements. • Explicit consent — for health (special category) data, we obtain your explicit consent before treatment. You may withdraw consent at any time by contacting us, though this will not affect the lawfulness of processing before withdrawal.

We do not sell, rent, or trade your personal data. We may share it only in the following limited circumstances: • Setmore (our online booking platform) — to manage appointment scheduling. Setmore processes data in accordance with their own privacy policy. • Legal authorities — where required by law, regulation, or court order. • Professional advisers — such as accountants or legal advisers, under strict confidentiality obligations. All third parties we work with are required to handle your data securely and in accordance with applicable data protection law.

We retain personal data only for as long as necessary: • Appointment and contact records — up to 7 years, in line with standard healthcare record-keeping guidance. • Health records — up to 8 years from the date of last treatment (or until age 25 for patients who were children at the time of treatment), in line with NHS and professional body guidance. • Marketing communications — until you unsubscribe or withdraw consent. After these periods, data is securely deleted or anonymised.

Our website uses cookies to improve your browsing experience. Cookies are small text files stored on your device. We use: • Essential cookies — necessary for the website to function correctly. • Analytics cookies — anonymised data to help us understand how visitors use our site (e.g. pages visited, session duration). No personally identifiable information is collected. You can control cookies through your browser settings. Disabling cookies may affect some website functionality. By continuing to use our website, you consent to our use of cookies as described above.

Under UK data protection law, you have the right to: • Access — request a copy of the personal data we hold about you. • Rectification — ask us to correct inaccurate or incomplete data. • Erasure — request deletion of your data where there is no lawful reason to retain it. • Restriction — ask us to limit how we use your data in certain circumstances. • Portability — receive your data in a structured, machine-readable format. • Object — object to processing based on legitimate interests. • Withdraw consent — at any time, where processing is based on consent. To exercise any of these rights, please contact us at [email protected]. We will respond within one calendar month.

We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your information against unauthorised access, loss, or disclosure. Our website uses HTTPS encryption for all data in transit. However, no method of transmission over the internet is completely secure. If you have concerns about the security of your data, please contact us immediately.

Our website may contain links to third-party websites (such as our online booking system or Google Maps). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies before providing any personal information.

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last updated" date at the top of this page will always show when it was last revised. We encourage you to review this page periodically.

If you are unhappy with how we have handled your personal data, please contact us first at [email protected] and we will do our best to resolve your concern. You also have the right to lodge a complaint with the UK's data protection regulator: Information Commissioner's Office (ICO) Website: www.ico.org.uk Helpline: 0303 123 1113

At Earwax Clinic Bournemouth, patient safety is our highest priority. Our clinicians will always use the safest and most appropriate method of ear wax removal based on your individual circumstances. Treatment may include microsuction, manual instrumentation and, where clinically appropriate, low-pressure irrigation. Whilst every effort is made to remove ear wax during your appointment, no healthcare professional can guarantee complete removal in a single visit. The amount, consistency and position of ear wax varies between patients and, in some cases, additional treatment is the safest clinical option.

Your appointment fee covers: • Clinical assessment and medical history review. • Examination of both ears where appropriate. • Otoscopy and/or video otoscopy. • Ear wax removal treatment using clinically appropriate techniques. • Advice regarding your ear health and aftercare. The appointment fee is payable regardless of whether complete ear wax removal is achieved during the initial appointment. This is because the consultation, examination, professional assessment and treatment attempt have been provided.

If we are unable to safely remove all of the ear wax during your appointment, we will arrange a follow-up appointment free of charge. Additional appointments may be required where: • The wax is heavily impacted or extremely hard. • Further olive oil or ear drops are required to soften the wax. • Continuing treatment during the same appointment would not be clinically appropriate. • Additional treatment is required to safely complete the procedure. Unlike many providers, Earwax Clinic Bournemouth will provide multiple follow-up appointments where clinically necessary, at no additional treatment cost, provided they relate to the same episode of treatment and are attended within the timeframe recommended by your clinician. Our priority is always to remove ear wax safely rather than quickly. Please note: if a patient declines the offer of a follow-up appointment, or fails to attend a scheduled follow-up appointment, the original appointment fee remains non-refundable. The offer of a free follow-up is provided as a clinical courtesy and does not affect the terms of the original appointment fee.

Ear wax removal is generally a very safe procedure when carried out by appropriately trained clinicians. However, as with any medical procedure, complications can occasionally occur. Potential risks include, but are not limited to: • Incomplete removal of ear wax requiring one or more follow-up appointments. • Temporary discomfort during or after treatment. • Minor bleeding. • Temporary dizziness or light-headedness. • Temporary coughing caused by stimulation of the ear canal. • Ringing in the ears (tinnitus), which may be temporary or, in rare cases, persistent. • Infection. • Perforation of the ear drum. • Temporary or permanent changes in hearing. These complications are uncommon, and every reasonable step is taken to minimise risk.

To help us provide treatment safely, patients agree to: • Provide accurate and complete medical history. • Inform the clinician of any previous ear surgery, ear drum perforation, infections or other relevant medical conditions. • Inform us of any changes to their health before treatment. • Follow any advice provided before the appointment, including the use of olive oil or other ear drops where recommended. • Remain as still as reasonably possible during treatment, as sudden movement may increase the risk of injury to the ear canal or ear drum. Failure to provide accurate information or follow clinical advice may increase the risks associated with treatment.

Our clinicians will always act in the patient's best interests. Treatment may be stopped at any time if the clinician believes that continuing would be unsafe or could increase the risk of injury. Where appropriate, you may be advised to continue using ear drops before returning for further treatment or be referred to your GP or another healthcare professional.

For ear wax removal to be carried out safely, the patient must be able to remain reasonably still and follow the clinician's instructions throughout the procedure. If, at any point, a patient is unable to remain still, repeatedly moves their head, becomes distressed, or otherwise cannot safely tolerate the procedure, our clinician may stop the procedure immediately. This decision is made solely in the interests of the patient's safety and to minimise the risk of injury. Where a procedure cannot be completed because the patient is unable to remain sufficiently still or cooperate safely, the appointment will remain chargeable. This is because the clinician's time has been reserved, the appointment has taken place, and the procedure has been attempted. The inability to safely complete the procedure due to patient movement or cooperation is outside the clinic's control and does not constitute a failure of service. Where appropriate and where it is considered safe to do so, we may offer a follow-up appointment to reassess whether the procedure can be completed. However, we cannot guarantee that further treatment will be possible, particularly where the patient is unable to remain still or cooperate sufficiently during the procedure. Any further appointment may be subject to the usual appointment and treatment charges.

During your appointment, photographs or videos of your ear canal may be taken using our clinical equipment. These images form part of your clinical record and may be used: • To assist with your assessment and treatment. • To monitor progress during follow-up appointments. • To provide information to your GP or another healthcare professional where clinically appropriate. • For clinical governance, quality assurance or professional clinical review where necessary. Images or videos will only be used for marketing, promotional material, social media or advertising where you have provided your separate, explicit consent.

As your appointment includes a professional consultation, clinical assessment and treatment attempt, refunds are not available solely because complete ear wax removal could not be achieved during the initial appointment. Where additional treatment is clinically required, free follow-up appointments will be provided in accordance with this policy.

If you need to cancel or rearrange your appointment, please provide as much notice as possible. Failure to attend your appointment or repeated late cancellations may result in the loss of your appointment and any applicable booking fee in accordance with our booking policy. Patients arriving significantly late may need to be rescheduled if there is insufficient time to safely complete treatment.

Whilst Earwax Clinic Bournemouth takes every reasonable precaution to provide safe and professional treatment, no medical procedure is entirely without risk. Nothing within these Terms and Conditions excludes or limits any liability that cannot legally be excluded under the laws of England and Wales.

By booking and attending an appointment with Earwax Clinic Bournemouth, you confirm that: • You have read and understood these Terms and Conditions. • You understand the benefits, limitations and potential risks associated with ear wax removal. • You consent to treatment using clinically appropriate techniques. • You agree to the appointment fee and follow-up policy set out above.