Terms and Conditions

Introduction

1.1 These Terms and Conditions (“Terms”) govern all services provided by Isle Hear Care (“we”, “our”, “the Provider”) to any individual receiving services (“you”, “the Client”).

1.2 By booking, confirming, or receiving any service from Isle Hear Care, you confirm that you have read, understood, and agree to be bound by these Terms.

1.3 These Terms are intended to protect both the Client and Isle Hear Care and to ensure services are delivered safely, professionally, and transparently.

1.4 These Terms are governed by and construed in accordance with the laws of the Isle of Man and are subject to the exclusive jurisdiction of the Isle of Man courts.

Scope of Services

2.1 Isle Hear Care provides professional ear health services within the Isle of Man, including ear examination and assessment, ear wax removal by microsuction, irrigation or manual techniques, ear impressions, custom ear protection services, and hearing health education and aftercare advice.

2.2 All services are carried out by Philip Robinson, a Registered Adult Nurse (BNurs Hons) and Advanced Clinical Practitioner (MSc), registered with the Nursing and Midwifery Council (UK).

2.3 Services are delivered as a mobile service at a location agreed with the Client.

2.4 Services are provided within the professional scope of nursing and advanced clinical practice and do not replace care from a GP, ENT service, or emergency medical provider.

2.5 Any incidental or unexpected clinical findings will be addressed appropriately, with advice, signposting, or referral recommendations provided where clinically indicated.

Booking and Appointments

3.1 Appointments may be made via the Isle Hear Care website, email, text message, or other approved communication channels.

3.2 Appointment confirmation constitutes acceptance of these Terms.

3.3 Services are provided throughout the Isle of Man.

3.4 Evening, weekend, and bank holiday appointments are subject to published surcharges.

Payment Terms

4.1 Pricing for all services is as published on the Isle Hear Care website at the time of booking and may be updated periodically.

4.2 Payment is due at the time of service unless otherwise agreed in writing. Accepted payment methods include cash, bank transfer, and tap to pay (contactless). Isle Hear Care does not operate a chip-and-pin terminal.

4.3 Fees apply to clinical attendance and assessment, even where ear wax removal is not clinically indicated, cannot be safely completed, or where no intervention is ultimately performed.

4.4 Isle Hear Care reserves the right to introduce a non-refundable deposit system. Any deposit taken will be applied to the total service fee and forfeited if the appointment is cancelled with less than 48 hours’ notice.

Cancellations, Rescheduling, and Non-Attendance

5.1 Clients must provide at least 48 hours’ notice to cancel or reschedule an appointment.

5.2 Appointments cancelled or changed with less than 48 hours’ notice may incur the full service fee.

5.3 Failure to attend an appointment without notice will result in the full fee being payable and may affect eligibility for future bookings.

5.4 If Isle Hear Care attends an appointment but cannot proceed due to inaccurate information, undisclosed or relevant medical conditions, unsafe or unsuitable conditions, lack of access, or Client unavailability, the full fee may still apply.

5.5 Where Isle Hear Care cancels or reschedules due to illness, emergency, equipment failure, or other unforeseen circumstances, Clients will be notified promptly and offered rescheduling, a refund where appropriate, or in some instances a future discount.

Client Eligibility and Clinical Suitability

6.1 Isle Hear Care reserves the right to decline, modify, or postpone treatment where, in the clinician’s professional judgement, the procedure is not clinically appropriate or safe to perform.

6.2 Reasons may include active infection, suspected perforated eardrum, recent ear surgery, anatomical limitations, intolerance of the procedure, or general ill health.

6.3 This decision is made in the Client’s best interests and does not give rise to liability where treatment is withheld on safety grounds.

Clinical Outcomes and Treatment Limitations

7.1 No guarantee is given that ear wax removal or any other procedure will be fully completed in a single visit.

7.2 Some conditions require multiple appointments or onward referral, and recurrence of ear wax is a normal physiological process and does not indicate negligence or inadequate treatment.

7.3 Clinical decisions are based on findings at the time of assessment and may require the procedure to be altered, limited, or discontinued during the appointment.

Client Responsibilities and Environment

8.1 Clients must provide accurate and complete medical, personal, and contact information.

8.2 Clients are responsible for ensuring that the treatment environment is clean, well-lit, accessible, and free from hazards, with pets secured and reasonable access provided.

8.3 Where ear irrigation is required for wax removal, Clients must provide access to a suitable mains electrical socket.

8.4 Isle Hear Care reserves the right to refuse or discontinue treatment where conditions are unsafe, unsuitable, or prevent safe use of clinical equipment.

Infection Control and Illness

9.1 Isle Hear Care operates in accordance with recognised infection prevention and control standards.

9.2 All instruments are single-use or cleaned and sterilised in line with manufacturer and professional guidance.

9.3 Clients experiencing ear infections or communicable illness must notify Isle Hear Care as soon as possible. Appointments may be rescheduled without penalty where appropriate.

Clinical Records and Images

10.1 Isle Hear Care maintains accurate and confidential clinical records in accordance with professional standards.

10.2 Otoscopy images or photographs may be taken as part of the clinical record with Client consent and stored securely.

10.3 Images form part of the medical record and should not be relied upon by third parties without appropriate clinical context.

10.4 Where clinically appropriate, a referral letter may be provided to the Client for them to act upon as they wish, supporting Client autonomy.

10.5 Any images used on our website or social media will only be published with verbal consent from the Client and will be taken down from public view at their later request should they do so.

Safeguarding and Chaperones

11.1 Isle Hear Care adheres to safeguarding standards applicable in the Isle of Man and has a duty to act where safeguarding concerns arise.

11.2 Information may be shared with appropriate authorities where required by law or in the interests of safety.

11.3 Clients may request a chaperone, and Isle Hear Care reserves the right to require a third party to be present where clinically or professionally appropriate.

11.4 Clients under the age of 16 must have a parent or legal guardian present for the entirety of the appointment.

Data Protection and Record Retention

12.1 Isle Hear Care is registered with the Isle of Man Information Commissioner and complies with the Data Protection Act 2018 (Isle of Man) and the Applied GDPR.

12.2 Client records are stored securely and retained for seven years from the last appointment, or until age 25 for minors.

12.3 Information is not disclosed to third parties without consent unless required by law.

12.4 Clients have the right to access and request correction of their personal data in accordance with applicable legislation.

Pricing and Changes

13.1 Service fees are displayed on the Isle Hear Care website and may be updated from time to time.

13.2 Price changes apply prospectively only and will not affect confirmed appointments.

Liability and Indemnity

14.1 Isle Hear Care maintains appropriate professional indemnity and personal liability insurance.

14.2 Isle Hear Care shall not be liable for indirect or consequential losses, losses arising from failure to disclose relevant information, or events beyond reasonable control.

14.3 Nothing in these Terms excludes liability for death or personal injury caused by negligence or any liability that cannot lawfully be excluded.

Complaints

15.1 Complaints should be submitted in writing to info@isle-hear.im and will be acknowledged within seven working days where reasonably practicable. This timeframe may be affected by annual leave, sickness, or circumstances outside the clinician’s reasonable control.

15.2 Complaints will be investigated fairly, proportionately, and professionally.

Informed Consent

16.1 Isle Hear Care recognises the distinction between verbal and written consent and applies consent standards in line with professional and legal requirements.

16.2 Verbal consent may be obtained for initial examination, otoscopy, and ear impressions.

16.3 Written consent is required for ear wax removal procedures.

16.4 For Clients under the age of 16, written consent must be provided by a parent or legal guardian for any examination or procedure.

16.5 Consent may be withdrawn at any time; however, fees for work already undertaken remain payable.

16.6 Where capacity to consent is in doubt, Isle Hear Care will act in accordance with professional, safeguarding, and legal standards.

Force Majeure

17.1 Isle Hear Care shall not be liable for failure or delay in performance due to events beyond reasonable control, including illness, equipment failure, severe weather, or government restrictions.

Interpretation and Severability

18.1 Words importing the singular include the plural and vice versa.

18.2 Headings are for convenience only and do not affect interpretation.

18.3 If any provision is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Governing Law

19.1 These Terms are governed by the laws of the Isle of Man, and any disputes are subject to the exclusive jurisdiction of the Isle of Man courts.

Version 1.0

Published: Tuesday 20th January 2026

Review date: January 2028

These terms and conditions are subject to periodic review and amendment at any time in response to changes in legislation, professional guidance, or service scope.