Earwax Clinic - Terms of Service

Version 2.0 - Effective 8 May 2026

These terms apply to all practitioners and practices listed on Earwax Clinic, operated by The Hearing Lab Store Ltd (company number 08665419), registered in England and Wales. By registering or maintaining a listing, you agree to the terms below.

1. Eligibility

The lead generation service is available to professionals trained in earwax removal. Eligible practitioners include audiologists, hearing aid dispensers, ENT surgeons, GPs, nurses, pharmacists, and pharmacy technicians who are appropriately registered with their respective professional bodies (HCPC, GPhC, NMC, GMC, BSHAA, AIHHP, RCCP, or equivalent). Hearing care assistants are eligible provided they work under the direct supervision of a qualified and registered audiologist.

The clinic addresses you supply must not be your home address unless you have a dedicated clinic room with a sink. Photographic evidence will be requested.

You must show patients before and after video otoscopy images as part of the treatment.

2. Billing

You will be invoiced at the end of each month with a statement of all calls. Invoices need to be settled within 2 weeks or leads will stop. You will receive reminders.

Patients call a unique virtual number assigned to your listing, which diverts directly to the business line you have provided to us. Your real business number is never displayed publicly.

All calls (with the exceptions in clauses 6 and 7 below) are chargeable at £12.50 per divert (no added VAT).

You will not be charged for any duplicate calls from the same telephone number within a 30-day period. If a patient calls from a different number, we cannot match this to a previous call and you will be charged for both.

We will only divert calls at times in accordance with your opening hours set by you in the portal.

You may add additional costs to the treatment for home visits and out-of-hours appointments at your discretion, but your standard charges must match those displayed on your public listing.

3. The Self-Service Portal

You can manage your listing at any time via the self-service portal. The portal verifies your identity by sending a one-time login link to your registered office email address. Click the link in the email to log in - no password is required.

The following changes can be made via the portal free of charge:

Practitioner names, occupations and registration details
Clinic name, postcode and opening times
Services offered (skills)
Pricing (cost per ear)
Adding or removing additional clinic locations
Adding or removing additional practitioners
Pausing or resuming your listing
Permanently deleting your listing

Phone number and virtual number changes cannot be made via the portal and require admin assistance. A £50 + VAT administration fee applies to phone number changes after your initial setup. There is no charge for deleting your listing or registering a new one.

If you will be unable to provide your service for any period, please pause your listing via the portal. The pause takes effect immediately. We cannot retroactively credit calls received before the pause was activated, so please pause as soon as you know you'll be unavailable.

4. Data and Privacy

By maintaining a listing on Earwax Clinic, you consent to the public display of the following information on our interactive map and clinic listing pages:

Clinic name and approximate location (postcode-level)
Practitioner names and occupations
Professional registration body and registration number
Services offered
Opening times
Pricing
The virtual phone number assigned to your listing

Your direct business phone number, office email, and full postal address are NOT displayed publicly.

You are responsible for keeping your information accurate. If your registration status, services, or other details change, you must update your listing via the portal as soon as reasonably possible.

After deletion, basic listing data may be retained in our records in a deleted state for accounting, legal, and audit purposes. We will not display deleted listings publicly.

5. Listing Verification

New listings are created in a "Pending Verification" state and will appear on the public map flagged as awaiting verification. To move to "Verified" status, you must complete all required fields via the portal: practitioner name, occupation, registration details (where applicable), at least one service offered, and acceptance of these Terms of Service.

Once verified, your listing displays your full credentials and is visually distinguished from unverified listings on the map. The Hearing Lab Store reserves the right to request evidence of professional registration and may pause listings where verification cannot be confirmed.

6. Service Continuity

The Hearing Lab Store may at any time stop providing the lead generation service to any practice without reason. Where possible we will give reasonable notice, except in cases involving patient safety concerns, regulatory issues, or persistent non-payment.

We do not guarantee any specific volume of calls. Lead volume varies by location, time of year, search trends, and the completeness of your listing.

7. Changes to These Terms

We may update these Terms of Service from time to time. When we do, you will be asked to accept the updated version on next login to the portal. Continued use of the service after the new version takes effect constitutes acceptance.

The Hearing Lab Store Ltd, The Old Gun Factory, 20 Watkinson Street, Liverpool L1 0BE. Company number 08665419.