Terms & Conditions

Hearing Expert (Trading brand of Park Medical Clinic Limited)
Audiology Services
Terms & Conditions of Service

1. Introduction

These Terms and Conditions of Service (“Terms”) govern the provision of audiological services by Park Medical Clinic Limited, trading as Hearing Expert and/or Park Medical Clinic (“PMC”, “we”, “our”, or “us”) to all patients and clients (“you” or “patient”). By engaging with any of our services, accessing the hearingexpert.co.uk website, attending appointments, purchasing goods, or purchasing services, you agree to be bound by these Terms.

PMC is committed to delivering high-quality, patient-centred audiological care. These Terms are designed to ensure clarity and transparency regarding the services we provide, associated charges, and the responsibilities of both parties.

These Terms should be read alongside any service package agreement, care plan documentation, finance documentation, warranty information, or price list provided to you at the point of service. In the event of any conflict, the specific terms of your service package shall prevail, unless otherwise stated in writing.

2. Definitions and Interpretation

“Goods”	means hearing aids, monaural or binaural hearing instruments, accessories, consumables, maintenance items, or other related products supplied to you by PMC.
“Services”	means any audiological, hearing care, hearing assessment, hearing aid fitting, aftercare, repair, maintenance, ear wax removal, tympanometry, home visit, or other related services provided by PMC.
“Patient”, “Client”, “Buyer” or “you”	means the person purchasing, receiving, booking, or otherwise engaging with PMC Goods and/or Services.
“Total Price”	means the total price payable for the Goods and/or Services supplied to you.
“Park Medical Clinic”, “PMC”, “we”, “our” or “us”	means Park Medical Clinic Limited, including its trading brands such as Hearing Expert.

3. General Terms

All services are subject to these Terms unless otherwise agreed in writing.
PMC reserves the right to update these Terms at any time. Patients will be notified of material changes where appropriate.
By attending appointments, using the website, placing an order, or purchasing services, you confirm you have read and accepted these Terms.
PMC operates in compliance with relevant UK healthcare regulations and data protection legislation.
All Park Medical Clinic Hearing Aid Dispensers hold current registration with the Health & Care Professions Council (HCPC), where required for the services they provide.
PMC acts in accordance with applicable HCPC Standards of Conduct, Performance and Ethics.
All fees quoted are in pounds sterling (GBP) and are inclusive of applicable taxes unless stated otherwise.

4. Hearing Aids & Accessories

PMC provides hearing aids and related accessories to both new and existing patients. All hearing aid purchases are subject to the following terms.

4.1 Retention of Title Clause

Notwithstanding delivery and the passing of risk in the Goods, or any other provision of these Terms and Conditions, the property or title in the Goods shall not pass to the Buyer until PMC has received payment in full in cash or cleared funds.

Until such time as property in the Goods passes to the Buyer, and provided the Goods are still in existence and have not been resold, PMC shall be entitled at any time to require the Buyer to deliver up the Goods to PMC. If the Buyer fails to do so promptly, PMC may take appropriate lawful steps to recover the Goods.

4.2 Supply of Hearing Aid(s) and 45-Day Money Back Guarantee

All hearing aid(s) are supplied subject to your satisfaction. If you are not satisfied, provided that the hearing aid(s) are returned within 45 days from the date of fitting and are in their original, as-new condition, you are entitled to a full refund of the agreed purchase price.

Refunds will be processed within 30 days upon receipt and inspection of the hearing aid(s). Refunds will be issued to the original payment method wherever possible. Please allow additional time for bank clearance.

Returns made after the 45-day period, or returns with missing components, damaged items, or items not in as-new condition, may not be eligible for a full refund. Nothing in this clause affects your statutory rights.

4.3 Repair Orders – Existing PMC Patients

The following repair terms apply to patients who have purchased a hearing aid package through Park Medical Clinic:

Where a repair is not included within the original package purchased and falls outside of the manufacturer’s warranty, a charge of £99 per hearing aid will apply if the device is required to be sent to the manufacturer for repair.
If a hearing aid sustains damage to the extent that a full remake is necessary, this is not covered under any warranty. A charge of £250 per hearing aid will apply for a full remake.
Warranty coverage includes device malfunction, damage that does not require a full remake, and mechanical issues that cannot be repaired in-house. Cosmetic damage or loss of the device is not included unless specifically stated in your package.
If a hearing aid is sent away for repair and a charge is applied, the repair is then covered for a further 6 months. Should the device require sending away again within this 6-month period, no additional charge will apply.

4.4 Repair Orders – New PMC Patients

If a patient presents a hearing aid that was not originally purchased through Park Medical Clinic, the following applies:

A charge of £250 per hearing aid will be applied for any repair work carried out by PMC, regardless of the nature of the repair.
This charge covers assessment, coordination, and any repair facilitation. PMC cannot guarantee outcomes for devices not originally supplied or serviced by us.

4.5 Service Takeover for Non-PMC Products

For new patients who wish for PMC to assume ongoing service and care responsibility for hearing products not originally purchased through PMC:

A charge of £250 per appointment will apply for service takeover consultations.
This covers assessment of the device, patient audiological evaluation, and onboarding onto the PMC care system.
Ongoing care and support will thereafter be subject to the relevant PMC service package selected.

4.6 Accessories

A range of hearing aid accessories is available to purchase in addition to hearing aids. The following terms apply:

Accessories can be purchased separately and are not automatically included in hearing aid packages unless expressly stated.
Outside of the manufacturer’s warranty, any accessory repair or replacement will be charged at £99 per product item.

4.7 Consumables & Maintenance Items

Domes, receivers, wires, and general maintenance items associated with hearing aid purchases are not included within the Foundation and Horizon service packages and must be purchased at additional cost. Please refer to the current PMC Price List for details.

Under our Care Plan, the audiologist will clean, service, and replace these parts free of charge, limited to a maximum of two (2) visits per year. Additional visits within the same year will be chargeable.

4.8 NHS Hearing Aids

Park Medical Clinic does not handle, service, repair, or take over the care of NHS-issued hearing aids. NHS hearing aids remain the property of the National Health Service and must be returned to the relevant NHS audiology department for any servicing or repairs.

Patients with NHS hearing aids wishing to transition to private audiological care should contact PMC to discuss suitable private hearing solutions.

4.9 Lifetime Unlimited Aftercare

Where lifetime unlimited aftercare is included within your package, PMC will provide further aftercare consultations after the fitting of your hearing aid(s) for no additional charge. These consultations may include in-house servicing, adjustments, advice, progress review, and support with rehabilitation.

Lifetime unlimited aftercare does not include repairs, servicing, replacement parts, accessories, remakes, consumables, or any work that requires the hearing aid(s) or accessories to be sent back to the manufacturer, unless expressly included in your package agreement.

4.10 Warranty

New hearing instruments supplied are under warranty against manufacturing fault for the period specified in your package agreement, from the date of fitting. Warranty on rechargeable batteries and accessories will comply with the manufacturer warranty for that specific device.

Manufacturer repairs will be made free of charge during the applicable warranty period where covered by the manufacturer warranty. Outside of warranty, repairs will be priced on an individual device and individual repair basis.

PMC and manufacturer warranties do not cover loss, accidental damage, cosmetic damage, misuse, unauthorised repairs, wax damage, moisture damage, or faults caused by failure to follow care instructions. Remakes are free of charge from the date of fitting for three months only, unless otherwise stated in your package agreement. Out of warranty manufacturer repairs which have been paid for are guaranteed for six months from the date of return to the client.

4.11 Hearing Aid Insurance

Hearing aid and accessory warranties do not cover loss or accidental damage. We recommend that you insure your hearing aids so that they are covered for these eventualities.

You may choose to add hearing aids to your home contents insurance or take out separate insurance. Park Medical Clinic advises that you speak to your insurer to make sure that your current policy covers hearing aid loss, accidental damage, use outside the home, and any other relevant circumstances.

5. Hearing Tests

5.1 Patients Aged 55 and Over

PMC offers complimentary full hearing tests to patients aged 55 and over. The following conditions apply:

If a patient aged 55 or over receives a hearing test and subsequently chooses not to proceed with a recommended treatment plan, and requests a formal written report or copy of their hearing test results, a charge of £150 will be applied.
This fee reflects the clinical time, expertise, and professional skill required to diagnose hearing conditions and formulate appropriate treatment recommendations.

5.2 Patients Aged 18 to 55

For patients between the ages of 18 and 55, the following applies:

PMC offers free remote screening appointments prior to recommending a full diagnostic hearing test.
Full audiological diagnostic tests are available at a charge of £150 per appointment.
This fee reflects the clinical time, expertise, and professional skill involved in a full audiological evaluation and any associated recommendations.

5.3 Tympanometry (Middle Ear Function Testing)

PMC conducts middle ear function testing via Tympanometry. These tests assess the function of the middle ear, including the eardrum and ossicular chain.

Tympanometry appointments completed as standalone assessments, outside of a full diagnostic hearing evaluation, are charged at £75 per appointment.
Where Tympanometry is conducted as part of a full diagnostic hearing test, it is included within the standard hearing test fee.

5.4 Home Visit Hearing Tests

At this stage, PMC does not offer hearing test services via home visits. All hearing tests must be conducted at a PMC clinic. This policy may be subject to future review.

6. Home Visit Service

PMC offers an optional home visit service as an add-on to any active care package. The following terms apply:

The home visit service can be added to any package at an additional annual charge of £500.
The home visit service permits up to a maximum of four (4) home visits per calendar year.
The home visit service is valid for the duration of the patient’s active care plan.
Home visits are for audiological care and device maintenance only. Hearing tests are not conducted during home visits.
Appointments must be scheduled in advance. PMC reserves the right to reschedule home visits in exceptional circumstances with appropriate notice.
Home visit services are subject to geographic availability. Patients should confirm availability of home visits in their area with their PMC audiologist.

7. Complimentary Wax Removals

Ear wax removal services are included as a complimentary benefit under certain PMC service packages. The following terms govern the provision of these services:

Complimentary wax removals are limited in quantity depending on the service package purchased. Patients are entitled to one (1) complimentary wax removal per year per service level, unless otherwise specified in the package agreement.
As an illustrative example: patients purchasing under the Signature level package will be entitled to four (4) complimentary wax removals per year, with a total value of up to £236.
Any wax removals beyond the complimentary allowance included in the patient’s package will be chargeable at the standard rate. Please refer to the current PMC Price List for details.
Complimentary wax removals are non-transferable, cannot be carried over to the following year, and hold no cash value.

The number of complimentary wax removals available varies by package. Please review your package documentation or speak with your PMC audiologist to confirm your entitlement.

8. Summary of Key Charges

The following table summarises the principal fees referenced in these Terms. All charges are in GBP (£). Please refer to the PMC Price List for the full and most current schedule of fees.

Service	Fee	Notes
Hearing aid repair – existing PMC patient sent to manufacturer	£99 / aid	Outside warranty
Hearing aid full remake – existing PMC patient	£250 / aid	Not covered by warranty
Hearing aid repair – new / non-PMC patient	£250 / aid	All repair types
Service takeover for non-PMC hearing products	£250 / appt	Per appointment
Accessory repair – outside warranty	£99 / item	Per product
Copy of hearing test results / formal report for patient aged 55+	£150	If no treatment purchased
Full hearing test for patient aged 18–55	£150	Full diagnostic appointment
Tympanometry standalone appointment	£75 / appt	Outside full diagnostic
Home visit service add-on	£500 / year	Max 4 visits per year

9. Appointments & Cancellation Policy

PMC allocates dedicated clinical time for each patient appointment. In the interests of fairness to all patients and our clinical team, the following policy applies:

Patients must provide a minimum of 48 hours’ notice to cancel or reschedule an appointment.
Cancellations made with less than 48 hours’ notice, or failure to attend without notice (“DNA”), may result in a cancellation fee being applied.
PMC reserves the right to charge a reasonable cancellation fee for late or missed appointments, particularly for chargeable appointments.
Where PMC is required to cancel or reschedule an appointment, we will provide as much notice as possible and offer suitable alternative appointment times.

10. Payment Terms

Payment for services is due at the time of the appointment or service delivery unless a payment plan has been agreed in advance.
PMC accepts payment by cash, debit card, credit card, and bank transfer.
Finance options may be available for certain hearing aid packages. Finance agreements are subject to separate finance provider terms, credit approval, and affordability checks where applicable.
All charges are subject to change. PMC will provide reasonable notice of any fee changes. Existing package prices will be honoured for the duration of the agreed care plan period.

10.1 Card Payment Processing

All card payments are provided through Barclaycard, our trusted third-party payment service provider. We transfer the purchase amount, dates, and card data to fulfil purchases to industry standards. All payment data, as well as data on any chargebacks, is stored only for as long as needed for the processing of payments, the processing of possible return debits and collection, fraud prevention, and the fight against abuse.

11. Delivery

We will only deliver within the UK. For all products ordered by telephone or email, we will make reasonable efforts to ship them within 5 working days. Should there be any delay in shipping your order, you will be notified.

If you do not receive your products within 10 days of the date of the invoice sent to you, you must tell us immediately and no later than 30 days after the date of the invoice. Otherwise, we will assume you have received your delivery.

All shipping costs will be £3.00 per order or free for orders over £30. If goods are returned to Park Medical Clinic as undeliverable, you will be contacted by telephone for confirmation of the delivery address. If no reply is received within a reasonable period, and in any event within 30 days of receipt by Park Medical Clinic of the returned goods, then a refund will be made within 14 days of this date, less the delivery cost charge.

12. Returns Policy

At Park Medical Clinic Limited, trading as Hearing Expert, we are committed to ensuring your satisfaction with our products and services. The following returns policy applies to eligible purchases made through our website, by telephone, by email, or during in-person consultations.

12.1 45-Day Money Back Guarantee

If you are not satisfied with your hearing aid(s), you may return them within 45 days of the fitting date for a full refund, provided that:

The product is returned in its original, as-new condition;
All accessories, cases, and packaging are included;
You provide proof of purchase; and
The product is received by PMC within the 45-day period from the fitting date.

Returns made after the 45-day period, or those missing components, damaged, or not in as-new condition, may not be eligible for a full refund.

12.2 How to Return a Product

Returns can be made:

In person to the clinic location you were seen at or to our Head Office at Park Medical Clinic Ltd, 2 The Broadway, Wembley, London HA9 8JT.
By post using recorded delivery. Please retain proof of postage and ensure adequate insurance.

We are not liable for loss or damage incurred during return postage. Items returned without customer-identifiable information may not be processed.

12.3 Processing Refunds

Refunds will only be issued to the original purchaser and, where possible, to the original payment method.
Refunds will be processed within 30 days of receiving and inspecting the returned item(s).
Please allow up to 14 working days from processing for your refund to reach your account, depending on bank clearance times.

12.4 Unopened Consumables and Accessories

Consumables and hearing aid accessories may be returned within 45 days if unopened and in resaleable condition. Faulty items may be exchanged or refunded upon inspection.

12.5 Damaged or Faulty Items

If a hearing aid or accessory is found to be faulty within 45 days of fitting, please contact us immediately. Your statutory rights in relation to faulty goods remain unaffected.

12.6 Non-Returnable Items

Opened or used consumables, unless faulty;
Devices damaged due to misuse, wax, moisture damage, or unauthorised repairs;
Hearing aids lost or damaged beyond repair while in your possession;
Custom-made products, including custom earmoulds or bespoke hearing protection, unless faulty.

12.7 Shipping Charges on Returns

Orders under £30 may incur a £3 delivery fee, which is non-refundable unless required by law.
If goods are returned as undeliverable, refunds, minus shipping fees, will be processed after 30 days unless re-delivery is arranged.

12.8 Contact for Returns

All return requests and related communications should be sent to:
Park Medical Clinic Ltd, 2 The Broadway, Wembley, London HA9 8JT
Telephone: 0330 822 6193
Email: info@hearingexpert.co.uk

13. Risk & Ownership

You are responsible for what happens to products as soon as you receive them, subject to your statutory rights. If you return products without customer-identifiable information or any other form of proof of ownership, we may not be able to identify you as the owner and therefore may not be able to accept the return or send the products back to you.

In this event, we will store the products for 30 days, following which, if they are not claimed, you authorise us to safely dispose of them.

14. Liability & Disclaimer

PMC strives to provide the highest standard of audiological care. The following limitations apply:

PMC’s liability to patients is limited to the value of the services paid for, to the maximum extent permitted by law.
PMC does not accept liability for indirect, consequential, special, or exemplary loss or damage.
Audiological recommendations made by PMC are based on the best available clinical evidence and the information provided by the patient. PMC cannot guarantee specific outcomes.
Patients are responsible for attending follow-up appointments and maintaining their hearing devices in accordance with guidance provided by their audiologist.
PMC is not responsible for loss or damage to hearing aids or accessories that occur outside of PMC premises or during transit when arranged by the patient.

While every care has been taken in the development of information held on our website, PMC will not be held responsible for any loss, damage, or inconvenience caused as a result of any inaccuracy or errors. If you would like to report any concerns, please contact us on 0330 822 6193.

15. Complaints & Feedback

PMC values patient feedback and is committed to resolving any concerns promptly and fairly.

If you have a complaint or concern regarding any aspect of your care or service, please raise it with a member of the PMC team at your earliest opportunity.
Formal complaints should be submitted in writing to the Clinic Manager or email support@hearingexpert.co.uk. PMC will acknowledge receipt within 5 working days and aim to resolve complaints within 20 working days.
If you remain dissatisfied following our internal complaints process, you may escalate the matter to the relevant professional regulatory body.

16. Privacy & Data Protection

PMC is committed to protecting patient privacy and handles all personal and medical data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Patient data is used for the purpose of delivering audiological care, supplying goods and services, administering your account, managing bookings, processing payments, and fulfilling legal or regulatory obligations.
Data is held securely and is not shared with third parties without patient consent, except where required by law, necessary for service delivery, or required for payment processing.
Patients have the right to access, correct, or request deletion of their personal data. Please contact PMC to exercise your data rights.
Full details of how PMC collects, uses, and stores personal data are set out in our Privacy Notice, available on the hearingexpert.co.uk website or upon request.

17. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising from these Terms, the website, the Goods, or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Further Information

All communications regarding any of the foregoing Terms and Conditions should be addressed to:

Park Medical Clinic Ltd
2 The Broadway, Wembley, London HA9 8JT
Telephone: 0330 822 6193
Email: info@hearingexpert.co.uk

For further information about your statutory rights, you can contact your local Trading Standards Service or Citizens Advice.

19. Acceptance of Terms

By attending a Park Medical Clinic appointment, purchasing any service or package, using the website, placing an order, or signing a care plan agreement, you confirm that:

You have read and understood these Terms and Conditions of Service.
You agree to be bound by these Terms in relation to all services and goods provided by PMC.
You have had the opportunity to ask questions and seek clarification on any aspect of these Terms.

Park Medical Clinic | Committed to Your Hearing Health
These Terms are subject to change. Please ensure you have the most recent version.