Terms & Conditions of using our Services
Shared decision making and informed consent from you.
You’re about to see a healthcare professional so this section is a part of that professionalism.
It’s very important to us that you have access to the most informed and appropriate care and to deliver this, it includes helping you gather all the info before undergoing a procedure - even one as safe as microsuction. In all but a very few cases, the benefits of proposed treatment such as ear clearance with microsuction far outweigh the possible, unlikely risks involved. See our Ear Procedure Consent section below for more information.
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[Applies from 14-08-2023]
During your appointment, it may be indicated upon inspection of your ear canal(s) that you need microsuction for wax / skin debris / other obstructive material. Microsuction is a removal technique which is considered more reliably safe compared to other methods such as water irrigation / syringing. However, syringing, irrigation, or manual removal may still be undertaken if considered to be more appropriate by the clinician. Your removal will be performed by a trained Audiologist or clinician directly supervised by a trained Audiologist working to the protocols set out within The British Academy of Audiology, The British Society of Audiology and industry-standard Aural Micro Suction Procedures Manuals.
The suction unit that is used for the procedure of microsuction is CE marked for its intended designed to remove fluids from the airway or respiratory support system and infectious materials from wounds. This does not explicitly state the ear canal but is widely recognised UK-wide as being the most appropriate adapted-use machine for the procedure of aural micro-suction.
Incidents during ear wax removal or ear canal impression taking are extremely uncommon, especially with endoscopic observation. However, it is important to know that - just as with any procedure from a clinical professional - there is always the low possibility of minor risks that can occur and, more importantly, these are deemed to be acceptable include: minor abrasive damage to the ear canal which can result in bruising or less commonly some minor bleeding; mild discomfort; a mild and short-term tinnitus immediately following the procedure.
To ensure the risk of complication is minimal, it is essential that accurate past medical history is supplied to our clinicians. More serious risk to the ear or eardrum can occur if the client does cannot remain adequately still during the procedure. Clients should always inform their clinician of any likely movements both prior to the procedure or immediately before an intended movement (including but not limited to: nervous tremors; head and/or neck spasms; coughing; sneezing).
Low probability but possible outcomes, complications, side-effects and material risks inherent in the procedure include, but are not limited to, the incomplete removal of ear wax requiring a return visit (for severely impacted wax), persistent tinnitus, perforation of the eardrum, hearing loss; infection; impression material being uncomfortable to remove; impression material getting stuck in the ear and needing ENT specialist removal. All of these risks are mitigated to an absolute minimum prior to, during and post-procedure.
To keep the risk of infection to a minimum, most equipment used that will come into contact with your ear is single-use. Where this isn't possible, there is regular decontamination of all equipment that may come into contact with you before and after every single client. There is always a risk that the delicate micro-organisms of the ears may already have an infection present or removal process disrupts the balance or flora of microorganisms so infection may occur once outwith the clinician's care. You are encouraged and always welcome to contact Waves / your clinician for advice or a follow-up visit should you experience any new sensations to your ear or any new concerns.
By agreeing to these terms and conditions, you accept that you have read and understood the possible complications that may occur and are happy to proceed in the knowledge that these are unlikely outcomes but you consent to the procedure if it is agreed between you and the clinician. In addition to this consent form, verbal consent from yourself / (the parent / guardian in cases of children under 18) will also be required prior to the procedure itself.
The answers you provide here and within the Intake Forms will be stored along with other patient data and held as part of your case history. It will only be shared with other medical professionals with your permission and in the interests of helping further your care. It will never be used for marketing purposes. These records shall be kept for a minimum of 11 Years from last attendance. This policy has been designed to be in-line with Data Retention Policy of NHS Scotland. (https://www.gov.scot/publications/health-records-services-retention-destruction-personal-health-records-policy/).
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This multi-use discount is valid at the Stockbridge clinic only.
Please ensure discount is used prior to checkout for the necessary appointment. Discounts cannot be applied retroactively once the appointment has been booked.
Discount cannot be used in conjunction with any other offers.
The discount can be used multiple times per customer, per appointment, for over 18’s only.
Discount code applies only to the following appointment types:
Comprehensive ear health and auditory pathway assessment (adult)
Wax removal consultation (adult)
Hearing Improvement Assessment
Tinnitus, Hyperacusis & Misophonia Consultation
Bespoke ear impression appointment (adult)
This discount cannot be used retrospectively and no cash alternative is available.
Appointments are subject to availability and must be booked in advance.
We reserve the right to cancel/vary this offer without notice.
Coupon is available for active Cameron Optometry Vision Plus (V+) Members only
Full terms and conditions can be found here. Waves Internal Discount Code Reference: COVOUCHER1
Better Hearing Membership Terms & Conditions
Welcome to the club. Here’s a copy of your Membership T&Cs.
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Terms & Conditions
Better Hearing MembershipValid from 29/08/2025
1. Introduction
1.1. We are pleased to introduce You to your Better Hearing Membership (hereafter referred to as “Membership”), a Client care scheme designed to give You total freedom, enjoyment, and trouble-free use of Your Hearing Aids.
1.2. As a Member, if You have a problem with Your hearing and/or Hearing Aid, You can receive advice and support by email, WhatsApp or by requesting a call-back via Your Audiologist’s Secretary for free on 07467 916 260.
1.3. Membership is a Client care scheme owned and operated by Us. No Member has any legal or beneficial ownership of, or rights to, any assets of Membership.
1.4. These are the rules of Membership for Clients joining from 01/01/2025 and shall take effect from 01/01/2025.
1.5. The provision of Benefits under the Membership scheme is subject to full payment of Subscriptions and is at Our absolute discretion.
2. Definitions
Accessories
Items that are ancillary and unnecessary to the proper functioning of Hearing Aids, including, but not limited to, Hearing Aid accessories, streamers, remote controls, and wireless peripherals that connect to the television or telephone.
Accidental Damage
Sudden, unforeseen, and unintentional, loss of function, destruction, or damage.
Benefit
Any of the Benefits provided to You under Membership, as set out in rule 3.
Clinic
The Audiologist room or location operated by Us from which Our products, including Membership, are sold. Your nearest Clinic can be found at our Find Us page.
Certificate
The document provided to You at the start of each Membership Period confirming the period of Your Membership, the amount of Your Subscription, Your Membership number, and Your Hearing Aid(s). This can also be a section within your Invoice Receipt.
Consumables
Items that are integral and necessary to the proper functioning of Hearing Aids, but which are disposable and must be replaced after succumbing to usual wear and tear, including, but not limited to, speaker units, domes, replacement cords, tubing, batteries (including rechargeable batteries), cases, pouches, and wax guards.
Contribution
The amount payable by You on provision of a Replacement Aid, being an amount equivalent to a percentage of the current retail price of Your Hearing Aid at the time of replacement.
Credit Sales Agreement
An agreement for the sale of Hearing Aids under which the purchase price, or part of it, is payable by instalments.
Client
Any person who has purchased and uses a Service or Hearing Aid from Us.
Dispenser
Any hearing care professional employed by Us, to sell our products, including Membership, from Our Clinics, third-party shops, or in Your home. Your nearest Dispenser can be found at our Find Us Page.
Hearing Aids
Hearing aids, or CROS hearing solutions, purchased from Us, or a Dispenser, and used by You (including, if applicable, Upgraded Aids), which are not more than 60 months old from the date of first fitting.
Waves Hearing / Us / We / Our
Waves Hearing Ltd., a company limited by shares, incorporated and registered in Scotland with company number SC746214 whose registered office address is Technology House, 9 Newton Place, Glasgow, Scotland, G3 7PR.
Member / You / Your
Any Client that has been granted Membership and continues in Membership as a Member of the Waves Hearing Ltd. Membership. Membership shall be construed accordingly.
Membership Period
Time period of 1 / 5 / 10 years (12 / 60 / 120 months; depending on what was chosen at the commencement of the Membership) beginning on the date that Membership is granted, and each successive 12 month period of Membership thereafter. Defined in the Certificate of Membership or in the Invoice Receipt.
No-Contribution Add-On
Additional Benefit element that can be added to 60/120 month Membership which affords 2 device replacements with no Contribution to be paid.
Invoice Receipt
Document issued at or before the day of delivery itemising purchase value and payments applied to the total value amount. Contains the Certificate and Hearing Aid details - including but not limited to model, colour and serial number.
Better Hearing Membership
The discretionary Client care scheme owned and operated by Us from time to time, as set out in these rules.
Plan Cycle
A period of 1 / 5 / 10 years (12 / 60 / 120 months depending on Membership cycle selected) beginning on the date on which Your Hearing Aid or, if applicable, Upgraded Aid was first fitted, and during which We may provide Benefits to You, if You are a Member.
Replacement Aids
Identical or equivalent hearing aids, with the same or near-equivalent functionality as Your current Hearing Aid, subject to availability and Your audiogram test results.
Subscription
The payment to be made by You as determined under rule 7.1 of these Membership rules, and as set out in the Certificate.
Upgraded Aids
Hearing Aids sold by Us from time to time with higher specifications and/or better functionality than Your current Hearing Aid(s).
3. The Benefits included with Membership
3.1.1. You paying the Subscription;
3.1.2. there being no right for Us to cancel in accordance with rule 6.8; and
3.1.3. there being no right for Us to refuse Benefits under rule 4.
3.2. Repairs
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is Accidentally Damaged and/or is not working properly, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs.
3.3. Replacement Aids and Upgraded Aids
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution (if your Plan Cycle does not include No-Contribution Add-On), replace Your Hearing Aid with a Replacement Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair of hearing aids).
3.4. Repairs and loss, theft, and Accidental Damage abroad
If, during a Membership Period, You are outside of the United Kingdom for 31 days or less (at any one time) and:
3.4.1. Your Hearing Aid is Accidentally Damaged and/or is not working properly, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs; or
3.4.2. Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution if appropriate, replace Your Hearing Aid with a Replacement Aid or an Upgraded Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair).
4. What is not included with Membership
4.1. At all times, We retain absolute discretion whether to provide Benefits or not.
4.2. Benefits will not be provided to You:
4.2.1. If You do not renew Your Membership at the end of the current Membership Period.
4.2.2. If Your Membership ceases, is cancelled, or suspended for any reason.
4.2.3. If Your Subscriptions have not been paid or are in arrears.
4.2.4. If, in accordance with rule 5.2.1, You fail to submit a Benefit request for loss, theft, or Accidental Damage within 14 days of the same occurring.
4.2.5. In connection with any Accessories or Consumables.
4.2.6. For repairs to, or the replacement of, any Hearing Aid because of:
4.2.6.1. Your neglect, abuse, or misuse; or
4.2.6.2. bathing, swimming, diving, or taking part in water sports of any kind; or
4.2.6.3. repairs carried out by anyone other than Us, or someone approved by Us.
4.2.7. In connection with any Hearing Aid (including, for the avoidance of doubt, Upgraded Aids) which is outside of the Plan Cycle.
4.2.8. In connection with any Hearing Aid which is subject to a Credit Sales Agreement under which payments have lapsed or are in arrears.
4.2.9 Home visits - these are charged separately as they are a much higher level of personal bespoke service.
5. How to access Your Benefits
5.1. If You need to request a Benefit, then simply contact your Audiologist or their secretary for free on 07467 916 260. Subject to rule 6.6, if You are still within Your cancellation period and You want to request a Benefit, You must submit this request to Us in writing.
5.2. For Benefit requests in connection with loss, theft, or Accidental Damage to a Hearing Aid, You must:
5.2.1. submit a Benefit request with 14 days of the loss, theft, or Accidental Damage occurring: and
5.2.2. provide reasonable evidence of the loss, theft, or Accidental Damage, as We may require.
5.3. Where, following a Benefit request for loss or theft of a Hearing Aid, We provide you with a Replacement Aid and the original Hearing Aid is recovered, You must notify Us within 14 days of its recovery and return the Replacement Aid to Us.
5.4. Where You request a Benefit in respect of a Hearing Aid that is subject to a Credit Sales Agreement, and payments have lapsed, or You are in arrears, We may exercise Our discretion to not provide You with a Benefit until Your payments under such Credit Sales Agreement are up to date.
5.5. You must do all that You can to keep Our costs of providing You with Benefits as low as possible.
5.6. We aim to process and respond to all Benefit requests within 14 days of them being made.
5.7. Where a request for a Benefit is because of the actions of a third-party, or where the provision of a Benefit would be covered under a policy of insurance held by You, then You must notify Us of these facts when requesting a Benefit.
5.8. If You do not comply with the provisions of this rule 5, then We reserve the right to reclaim all Benefits from You personally.
6. Membership of the Membership scheme
6.1. Any Client shall be entitled to apply to become a Member if they have purchased a Hearing Aid from Us, and they have submitted an application for Membership to Us, in a form and manner prescribed by Us from time to time.
6.2. If You apply for Membership more than 30 days after the date on which Your Hearing Aid was first fitted, We will need to check Your Hearing Aid before We can grant You Membership.
6.3. We shall have absolute discretion whether to grant or refuse a Client Membership, including in circumstances where that Client would normally be eligible. Our decision shall be final and binding.
6.4. We shall keep and maintain a register of Members. This register will not be open to inspection by Members, the public, or any other person, except as required by law.
6.5. If You became a Member at the time which You purchased your Hearing Aid(s), You may cancel Your Membership at any time within the first 60 days of that Membership Period. In all other cases, You may cancel Your Membership within the first 14 days of each Membership Period. To cancel Your Membership please notify Us in writing and return Your Certificate to Our registered office address, Your nearest Clinic, or Your Dispenser.
6.6. If We provide a Benefit during the relevant cancellation period stated in rule 6.5, You will no longer be able to cancel Your Membership.
6.7. We may cancel Your Membership at any time by giving You not less than 30 days’ notice in writing.
6.8. We, in Our absolute discretion, may cancel Your Membership immediately if You:
6.8.1. fail to pay any sum due to Us within 30 days of due date; or
6.8.2. obtain a Benefit after knowingly, or recklessly, failing to provide accurate information to Us that, if provided, would have led to Us exercising Our discretion not to provide such Benefit; or
6.8.3. request a Benefit and You knowingly, or recklessly, include inaccurate information, facts, or details in such request, or if You knowingly, or recklessly, do not include accurate information in the same; or
6.8.4. fail to comply with rule 8.1; or
6.8.5. fail to provide Us with further documents when requested; or
6.8.6. dishonestly and/or fraudulently secure, or attempt to dishonestly and/or fraudulently secure, a Benefit; or
6.8.7. commit a material breach of these rules; or
6.8.8. prejudice, or, in Our sole, reasonable opinion, do anything which is likely to prejudice, Our interests and/or reputation.
6.9. Your Membership will automatically cease:
6.9.1. Either when the Hearing Aid used by You at the time when Your Membership was first granted, or, if applicable, the Upgraded Aid provided to You during Your Membership, falls outside of the Plan Cycle, whichever happens later;
6.9.2. if You exercise Your right to cancel the contract for the purchase of Your Hearing Aid(s) to which Your Membership relates, within the cancellation period stated in that contract;
6.9.3. on Your death; or
6.9.4. on cancellation of Your Membership, as set out in these rules.
6.10. On cancellation or cessation of Your Membership, You:
6.10.1. will cease to be a Member, and Your name will be removed from the register of Members;
6.10.2. will not be entitled to any further Benefits, except (but not where Membership has been cancelled under rule 6.8) for any Benefits due to You at the date of cancellation of Your Membership;
6.10.3. without affecting rules 6.11 and 6.12, You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership.
6.11. If You cancel Your Membership in accordance with rule 6.5 (subject to rule 6.6), or it ceases under rule 6.9.3, You will receive a full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership.
6.12. If Your Membership ceases under rule 6.9.2, You will receive full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership. If, however, We have already provided a Benefit to You, and Your Membership ceases under rule 6.9.2, then You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership..
6.13. Membership of Better Hearing Membership is not transferable.
6.14. For the avoidance of doubt, the provision of Replacement Aids does not extend the duration of Your Membership, or the Plan Cycle.
7. Subscriptions
7.1. You will pay a Subscription, at a rate prescribed by Us from time to time, for each Membership Period within the first 14 days of that Membership Term.
7.2. If You pay Subscriptions by direct debit, You do not need to do anything on renewal of Your Membership. We will send You an advanced notice stating the Subscription collection date. If You pay Subscriptions in any other way, You must ensure that they are paid in accordance with rule 7.1.
7.3. We may, before renewal of Your Membership, increase the Subscription rates for Better Hearing Membership. We will take reasonable steps to notify You of such increase. If You pay Subscriptions by direct debit, We will automatically adjust the amount to be collected, Otherwise, You must ensure that Your Subscription payments are increased accordingly.
7.4. If You make an overpayment of Subscriptions in any Membership Period, We, in Our absolute discretion, may refund all or part of such overpayment, or set-off all or part of such overpayment against Your Subscription for the following Membership Period.
8. Feedback and Complaints
8.1 We welcome any feedback about our Services. We hope that you are satisfied with any purchase you make with us, and we are always keen to hear about ways to improve our Services. If you have any comments, please let one of our sales staff know, or submit these to donald@waveshearing.co.uk.
8.2 If you do have any complaints, please let one of our staff know.
9. General
9.1 Interpretation of this Contract: In this Contract:
9.1.1 a person means an individual, a firm or a company (whether or not having a separate legal identity from its members or owners);
9.1.2 clause, schedule and paragraph headings shall not affect the interpretation of this Contract;
9.1.3 references to statutes, regulations or other legislation or enactments referenced herein shall be deemed to be references to that enactment as amended, supplemented, re-enacted or replaced from time to time;
9.1.4 the words include, including and similar words or expressions will not limit the meaning of the words that come before them;
9.1.5 reference to writing or written includes email but not any other form of electronic communication;
9.1.6 each of the parties shall be referred to as a party or together, the parties;
9.1.7 a reference to a gender includes any other gender and the gender neutral; and
9.1.8 a reference to any action, remedy, method of judicial proceeding, court, official, legal document, legal status, legal doctrine, legal concept or thing shall, in respect of any jurisdiction other than Scotland, be deemed to include a reference to that which most nearly approximates to the
Scottish equivalent in that jurisdiction.
9.2 Costs: Each party is responsible for its legal and other costs in relation to the preparation and performance of this Contract.
9.3 Survival of terms: The parties intend the following terms to survive termination:
- Clause 5
- Clause 6
- Clause 7
- Clause 8
- Clause 9
and all clauses required for their interpretation.
9.4 Relationship of the parties: The parties are independent businesses and not partners, principal and agent, or employer and employee, or in any other relationship of trust to each other.
9.5 Third party rights: This Agreement does not create any rights in favour of third parties under the Contract (Third Party Rights) (Scotland) Act 2017 to enforce or otherwise invoke any provision of this Agreement.
9.6 Assignation and other dealings: No party may assign, subcontract or encumber any right or obligation under this Contract, in whole or in part, without the other party’s prior written consent or except as expressly permitted in this Contract.
9.7 Entire agreement: this Contract, and any document referred to in it, contains the whole contract between the parties relating to its subject matter and supersedes any prior contracts, representations or understandings between them unless expressly referred to in this Contract. Each party acknowledges that it has not relied on, and will have no remedy in respect of, any representation (whether innocent or negligent) made but not covered in this Contract. Nothing in this clause limits or excludes any liability for fraud or fraudulent misrepresentation.
9.8 Variation: No amendment or variation of this Contract will be valid unless agreed in writing by an authorised signatory of each party.
9.9 Severability: If any clause in this Contract (or part of a clause) is or becomes illegal, invalid or unenforceable under applicable law, but would be legal, valid and enforceable if the clause or some part of it was deleted or modified (or the duration of the relevant clause reduced), the relevant clause (or part of it) will apply with such deletion or modification as may be required to make it legal, valid and enforceable, and the parties will promptly and in good faith seek to negotiate a replacement provision consistent with the original intent of this Contract as soon as possible.
9.10 Waiver: No delay, act or omission by either party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
9.11 Notices: Notices under this Contract must be in writing and sent to the other party's address or email address, as set out in the order. Letters sent in the United Kingdom will be deemed delivered 3 business days (excluding Scottish Bank Holidays), after sending. Emails will be deemed delivered the same day (or the next business day, if sent on a non-business day or after 5pm on any business day at the recipient's location).
9.12 Governing law and jurisdiction: This Contract is governed by the law of Scotland. All disputes under this Contract will be subject to the exclusive jurisdiction of the courts of Scotland. If you are a consumer and live in either Northern Ireland or England and Wales, you can choose to bring a claim in Scotland or in the courts of another part of the United Kingdom in which you live.
9.13. You must notify Us of any changes to the information provided to Us when applying for Membership. A failure to comply with this rule 8.1 may result in cancellation of Membership under rule 6.8, or We may exercise Our discretion to refuse the provision a Benefit.
9.14. You must ensure that Your Hearing Aid is properly maintained and serviced annually by Us. Servicing is provided by Us at Your nearest Clinic, at no extra charge.
9.15. These rules are only enforceable by Us, You, and other Members. No third-party, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise, is entitled to enforce any of these rules.
9.16. All Benefits provided under these rules are granted at Our absolute discretion. Our decision is final and binding.
9.17. Unless the context requires, words in the singular shall include the plural, and vice versa.
9.18. If there is any dispute as to the interpretation of any of these rules, Our decision shall be final and binding.
9.19. These rules may be revoked, supplemented, varied, or substituted by new rules from time to time by resolution of Our directors. Any change to the rules will take effect on a date specified by Us which shall be not less than 30 days from the date of the relevant resolution. Any minor changes to the rules, or changes which are deemed, in Our absolute discretion, necessary to comply with any law will take effect immediately. We will keep a copy of the current rules on Our website and, after such a request, We can provide a hardcopy to You.
9.20. We will hold and use information provided by Members for the administration of Better Hearing Membership and for any other connected purpose, in accordance with Our privacy policy, a copy of which is available on Our website.
9.21. We may, at any time, delegate any of Our duties or powers to any person We deem appropriate, and on such terms as We may decide.
9.22. Better Hearing Membership, these rules, and any dispute or claim arising out of or in connection with either, shall be governed by and construed in accordance with the laws of Scotland. The courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with Better Hearing Membership or these rules.
9.23. Complaints should be submitted in writing to Our Client Service Team at Waves Hearing Limited, 94A Fountainbridge, Edinburgh EH3 9QA. We aim to respond to any complaints within 9 weeks of receipt.
9.24. Any notice or communication to be given by You to Us shall, unless otherwise stated, be in writing and emailed to Our central address: hello@waveshearing.co.uk
9.25. If a court finds some of these rules to be unlawful, the rest will continue in full force and effect.
9.26. Nothing in these rules will affect Your legal rights as a consumer.
10. Your Rights as a Consumer
This clause only applies where you purchase Services from us as a consumer.
10.1 You have 14 days from the date of your order confirmation email to change your mind and cancel your order.
10.2 We will typically perform Services during the 14-day cancellation period unless you request for us to do so when you place your order. We are under no obligation to accept your request.
10.3 If you request for us to start performing the Services during the 14-day cancellation period and we agree to do so, this will impact your cancellation rights as follows:
10.3.1 you lose your right to cancel once the Services are fully performed and will not be entitled to a refund even if the cancellation period has not expired;
10.3.2 if the Services have not been fully performed, you will be required to pay for the Services we provided up to the time that you told us that you want to cancel.
10.4 To cancel your order, please email us at hello@waveshearing.co.uk or call us on tel:07467 916 260. You can also copy and paste the following model cancellation form wording to your email to cancel your order:
To Waves Hearing Ltd.
My name is [Insert your full name].
I am giving notice to cancel my contract for a [insert details of Services]. I placed this order on
[Insert Date] at [enter location].]
10.5 To help us process your cancellation more quickly, please have your order details ready or include them in the email or cancellation form you send to us.
10.6 We will issue your refund to the same payment method you used when you placed your order.
10.7 For more detailed information on your consumer rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.
Historic Terms & Conditions
Here’s a copy of past T&Cs that have now been superseded.
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Applies from 01 January 2025
Better Hearing Membership
1. Introduction
1.1. We are pleased to introduce You to your Better Hearing Membership, a Client care scheme designed to give You total freedom, enjoyment, and trouble-free use of Your Hearing Aids.
1.2. As a Member, if You have a problem with Your hearing and/or Hearing Aid, You can receive advice and support by email, WhatsApp or by requesting a call-back via Your Audiologist’s Secretary for free on 07467 916 260.
1.3. Better Hearing Membership is a Client care scheme owned and operated by Us. No Member has any legal or beneficial ownership of, or rights to, any assets of Better Hearing Membership.
1.4. These are the rules of Better Hearing Membership for Clients joining from 01/12/2023 and shall take effect from 01/01/2024.
1.5. The provision of Benefits under the Better Hearing Membership scheme is subject to full payment of Subscriptions and is at Our absolute discretion.
2. Definitions
Accessories
Items that are ancillary and unnecessary to the proper functioning of Hearing Aids, including, but not limited to, Hearing Aid accessories, streamers, remote controls, and wireless peripherals that connect to the television or telephone.
Accidental Damage
Sudden, unforeseen, and unintentional, loss of function, destruction, or damage.
Benefit
Any of the Benefits provided to You under Better Hearing Membership, as set out in rule 3.
Clinic
The Audiologist room or location operated by Us from which Our products, including Better Hearing Membership, are sold. Your nearest Clinic can be found at our Find Us page.
Certificate
The document provided to You at the start of each Membership Period confirming the period of Your Membership, the amount of Your Subscription, Your Membership number, and Your Hearing Aid(s). This can also be a section within your Invoice Receipt.
Consumables
Items that are integral and necessary to the proper functioning of Hearing Aids, but which are disposable and must be replaced after succumbing to usual wear and tear, including, but not limited to, speaker units, domes, replacement cords, tubing, batteries (including rechargeable batteries), cases, pouches, and wax guards.
Contribution
The amount payable by You on provision of a Replacement Aid, being an amount equivalent to 10% of the current retail price of Your Hearing Aid at the time of replacement.
Credit Sales Agreement
An agreement for the sale of Hearing Aids under which the purchase price, or part of it, is payable by instalments.
Client
Any person who has purchased and uses a Service or Hearing Aid from Us.
Dispenser
Any hearing care professional employed by Us, to sell our products, including Better Hearing Membership, from Our Clinics, third-party shops, or in Your home. Your nearest Dispenser can be found at our Find Us Page.
Hearing Aids
Hearing aids, or CROS hearing solutions, purchased from Us, or a Dispenser, and used by You (including, if applicable, Upgraded Aids), which are not more than 60 months old from the date of first fitting.
Waves Hearing / Us / We / Our
Waves Hearing Ltd., a company limited by shares, incorporated and registered in Scotland with company number SC746214 whose registered office address is Technology House, 9 Newton Place, Glasgow, Scotland, G3 7PR.
Member / You / Your
Any Client that has been granted Membership and continues in Membership as a Member of the Waves Hearing Ltd. Better Hearing Membership. Membership shall be construed accordingly.
Membership Period
Time period of 1 / 5 / 10 years (12 / 60 / 120 months; depending on what was chosen at the commencement of the Membership) beginning on the date that Membership is granted, and each successive 12 month period of Membership thereafter. Defined in the Certificate of Membership or in the Invoice Receipt.
Invoice Receipt
Document issued at or before the day of delivery itemising purchase value and payments applied to the total value amount. Contains the Certificate and Hearing Aid details - including but not limited to model, colour and serial number.
Better Hearing Membership
The discretionary Client care scheme owned and operated by Us from time to time, as set out in these rules.
Plan Cycle
A period of 1 / 5 / 10 years (12 / 60 / 120 months depending on Membership cycle selected) beginning on the date on which Your Hearing Aid or, if applicable, Upgraded Aid was first fitted, and during which We may provide Benefits to You, if You are a Member.
Replacement Aids
Identical or equivalent hearing aids, of the same functionality as Your current Hearing Aid, subject to availability and Your audiogram test results.
Subscription
The payment to be made by You as determined under rule 7.1 of these Better Hearing Membership rules, and as set out in the Certificate.
Upgraded Aids
Hearing Aids sold by Us from time to time with higher specifications and/or better functionality than Your current Hearing Aid(s).
3. The Benefits included with Membership
3.1.1. You paying the Subscription;
3.1.2. there being no right for Us to cancel in accordance with rule 6.8; and
3.1.3. there being no right for Us to refuse Benefits under rule 4.
3.2. Repairs
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is Accidentally Damaged and/or is not working properly, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs.
3.3. Replacement Aids and Upgraded Aids
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution, replace Your Hearing Aid with a Replacement Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair of hearing aids).
3.4. Repairs and loss, theft, and Accidental Damage abroad
If, during a Membership Period, You are outside of the United Kingdom for 31 days or less (at any one time) and:
3.4.1. Your Hearing Aid is Accidentally Damaged and/or is not working properly, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs; or
3.4.2. Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution, replace Your Hearing Aid with a Replacement Aid or an Upgraded Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair).
4. What is not included with Membership
4.1. At all times, We retain absolute discretion whether to provide Benefits or not.
4.2. Benefits will not be provided to You:
4.2.1. For the provision of a Replacement Aid and/or and Upgraded Aid, if You have already received two replacements (whether Replacement Aids, Upgraded Aids, or a combination of both) during a Plan Cycle.
4.2.2. If You do not renew Your Membership at the end of the current Membership Period.
4.2.3. If Your Membership ceases, is cancelled, or suspended for any reason.
4.2.4. If Your Subscriptions have not been paid or are in arrears.
4.2.5. If, in accordance with rule 5.2.1, You fail to submit a Benefit request for loss, theft, or Accidental Damage within 14 days of the same occurring.
4.2.6. In connection with any Accessories or Consumables.
4.2.7. For repairs to, or the replacement of, any Hearing Aid because of:
4.2.8.1. Your neglect, abuse, or misuse; or
4.2.8.2. bathing, swimming, diving, or taking part in water sports of any kind; or
4.2.8.3. repairs carried out by anyone other than Us, or someone approved by Us.
4.2.9. Home visits - these are charged separately as they are a much higher level of personal bespoke service.
4.2.10. In connection with any Hearing Aid which is subject to a Credit Sales Agreement under which payments have lapsed or are in arrears.
4.2.11 In connection with any Hearing Aid (including, for the avoidance of doubt, Upgraded Aids) which is outside of the Plan Cycle.
5. How to access Your Benefits
5.1. If You need to request a Benefit, then simply contact your Audiologist or their secretary for free on 07467 916 260. Subject to rule 6.6, if You are still within Your cancellation period and You want to request a Benefit, You must submit this request to Us in writing.
5.2. For Benefit requests in connection with loss, theft, or Accidental Damage to a Hearing Aid, You must:
5.2.1. submit a Benefit request with 14 days of the loss, theft, or Accidental Damage occurring: and
5.2.2. provide reasonable evidence of the loss, theft, or Accidental Damage, as We may require.
5.3. Where, following a Benefit request for loss or theft of a Hearing Aid, We provide you with a Replacement Aid and the original Hearing Aid is recovered, You must notify Us within 14 days of its recovery and return the Replacement Aid to Us.
5.4. Where You request a Benefit in respect of a Hearing Aid that is subject to a Credit Sales Agreement, and payments have lapsed, or You are in arrears, We may exercise Our discretion to not provide You with a Benefit until Your payments under such Credit Sales Agreement are up to date.
5.5. You must do all that You can to keep Our costs of providing You with Benefits as low as possible.
5.6. We aim to process and respond to all Benefit requests within 14 days of them being made.
5.7. Where a request for a Benefit is because of the actions of a third-party, or where the provision of a Benefit would be covered under a policy of insurance held by You, then You must notify Us of these facts when requesting a Benefit.
5.8. If You do not comply with the provisions of this rule 5, then We reserve the right to reclaim all Benefits from You personally.
6. Membership of the Better Hearing Membership scheme
6.1. Any Client shall be entitled to apply to become a Member if they have purchased a Hearing Aid from Us, and they have submitted an application for Membership to Us, in a form and manner prescribed by Us from time to time.
6.2. If You apply for Membership more than 30 days after the date on which Your Hearing Aid was first fitted, We will need to check Your Hearing Aid before We can grant You Membership.
6.3. We shall have absolute discretion whether to grant or refuse a Client Membership, including in circumstances where that Client would normally be eligible. Our decision shall be final and binding.
6.4. We shall keep and maintain a register of Members. This register will not be open to inspection by Members, the public, or any other person, except as required by law.
6.5. If You became a Member at the time which You purchased your Hearing Aid(s), You may cancel Your Membership at any time within the first 60 days of that Membership Period. In all other cases, You may cancel Your Membership within the first 14 days of each Membership Period. To cancel Your Membership please notify Us in writing and return Your Certificate to Our registered office address, Your nearest Clinic, or Your Dispenser.
6.6. If We provide a Benefit during the relevant cancellation period stated in rule 6.5, You will no longer be able to cancel Your Membership.
6.7. We may cancel Your Membership at any time by giving You not less than 30 days’ notice in writing.
6.8. We, in Our absolute discretion, may cancel Your Membership immediately if You:
6.8.1. fail to pay any sum due to Us within 30 days of due date; or
6.8.2. obtain a Benefit after knowingly, or recklessly, failing to provide accurate information to Us that, if provided, would have led to Us exercising Our discretion not to provide such Benefit; or
6.8.3. request a Benefit and You knowingly, or recklessly, include inaccurate information, facts, or details in such request, or if You knowingly, or recklessly, do not include accurate information in the same; or
6.8.4. fail to comply with rule 8.1; or
6.8.5. fail to provide Us with further documents when requested; or
6.8.6. dishonestly and/or fraudulently secure, or attempt to dishonestly and/or fraudulently secure, a Benefit; or
6.8.7. commit a material breach of these rules; or
6.8.8. prejudice, or, in Our sole, reasonable opinion, do anything which is likely to prejudice, Our interests and/or reputation.
6.9. Your Membership will automatically cease:
6.9.1. Either when the Hearing Aid used by You at the time when Your Membership was first granted, or, if applicable, the Upgraded Aid provided to You during Your Membership, falls outside of the Plan Cycle, whichever happens later;
6.9.2. if You exercise Your right to cancel the contract for the purchase of Your Hearing Aid(s) to which Your Membership relates, within the cancellation period stated in that contract;
6.9.3. on Your death; or
6.9.4. on cancellation of Your Membership, as set out in these rules.
6.10. On cancellation or cessation of Your Membership, You:
6.10.1. will cease to be a Member, and Your name will be removed from the register of Members;
6.10.2. will not be entitled to any further Benefits, except (but not where Membership has been cancelled under rule 6.8) for any Benefits due to You at the date of cancellation of Your Membership;
6.10.3. without affecting rules 6.11 and 6.12, You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership.
6.11. If You cancel Your Membership in accordance with rule 6.5 (subject to rule 6.6), or it ceases under rule 6.9.3, You will receive a full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership.
6.12. If Your Membership ceases under rule 6.9.2, You will receive full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership. If, however, We have already provided a Benefit to You, and Your Membership ceases under rule 6.9.2, then You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership..
6.13. Membership of Better Hearing Membership is not transferable.
6.14. For the avoidance of doubt, the provision of Replacement Aids does not extend the duration of Your Membership, or the Plan Cycle.
7. Subscriptions
7.1. You will pay a Subscription, at a rate prescribed by Us from time to time, for each Membership Period within the first 14 days of that Membership Term.
7.2. If You pay Subscriptions by direct debit, You do not need to do anything on renewal of Your Membership. We will send You an advanced notice stating the Subscription collection date. If You pay Subscriptions in any other way, You must ensure that they are paid in accordance with rule 7.1.
7.3. We may, before renewal of Your Membership, increase the Subscription rates for Better Hearing Membership. We will take reasonable steps to notify You of such increase. If You pay Subscriptions by direct debit, We will automatically adjust the amount to be collected, Otherwise, You must ensure that Your Subscription payments are increased accordingly.
7.4. If You make an overpayment of Subscriptions in any Membership Period, We, in Our absolute discretion, may refund all or part of such overpayment, or set-off all or part of such overpayment against Your Subscription for the following Membership Period.
8. General
8.1. You must notify Us of any changes to the information provided to Us when applying for Membership. A failure to comply with this rule 8.1 may result in cancellation of Membership under rule 6.8, or We may exercise Our discretion to refuse the provision a Benefit.
8.2. You must ensure that Your Hearing Aid is properly maintained and serviced annually by Us. Servicing is provided by Us at Your nearest Clinic, at no extra charge.
8.3. These rules are only enforceable by Us, You, and other Members. No third-party, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise, is entitled to enforce any of these rules.
8.4. All Benefits provided under these rules are granted at Our absolute discretion. Our decision is final and binding.
8.5. Unless the context requires, words in the singular shall include the plural, and vice versa.
8.6. If there is any dispute as to the interpretation of any of these rules, Our decision shall be final and binding.
8.7. These rules may be revoked, supplemented, varied, or substituted by new rules from time to time by resolution of Our directors. Any change to the rules will take effect on a date specified by Us which shall be not less than 30 days from the date of the relevant resolution. Any minor changes to the rules, or changes which are deemed, in Our absolute discretion, necessary to comply with any law will take effect immediately. We will keep a copy of the current rules on Our website and, after such a request, We can provide a hardcopy to You.
8.8. We will hold and use information provided by Members for the administration of Better Hearing Membership and for any other connected purpose, in accordance with Our privacy policy, a copy of which is available on Our website.
8.9. We may, at any time, delegate any of Our duties or powers to any person We deem appropriate, and on such terms as We may decide.
8.10. Better Hearing Membership, these rules, and any dispute or claim arising out of or in connection with either, shall be governed by and construed in accordance with the laws of Scotland. The courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with Better Hearing Membership or these rules.
8.11. Complaints should be submitted in writing to Our Client Service Team at Waves Hearing Limited, 94A Fountainbridge, Edinburgh EH3 9QA. We aim to respond to any complaints within 8 weeks of receipt.
8.12. Any notice or communication to be given by You to Us shall, unless otherwise stated, be in writing and emailed to Our central address: hello@waveshearing.co.uk
8.13. If a court finds some of these rules to be unlawful, the rest will continue in full force and effect.
8.14. Nothing in these rules will affect Your legal rights as a consumer.
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Better Hearing Membership
** Superseded - Valid from 01/01/2024 to 01/01/2025) **
1. Introduction
1.1. We are pleased to introduce You to your Better Hearing Membership, a Client care scheme designed to give You total freedom, enjoyment, and trouble-free use of Your Hearing Aids.
1.2. As a Member, if You have a problem with Your hearing and/or Hearing Aid, You can receive advice and support by email, WhatsApp or by requesting a call-back via Your Audiologist’s Secretary for free on 07467 916 260.
1.3. Better Hearing Membership is a Client care scheme owned and operated by Us. No Member has any legal or beneficial ownership of, or rights to, any assets of Better Hearing Membership.
1.4. These are the rules of Better Hearing Membership for Clients joining from 01/12/2023 and shall take effect from 01/01/2024.
1.5. The provision of Benefits under the Better Hearing Membership scheme is subject to full payment of Subscriptions and is at Our absolute discretion.
2. Definitions
Accessories
Items that are ancillary and unnecessary to the proper functioning of Hearing Aids, including, but not limited to, Hearing Aid accessories, streamers, remote controls, and wireless peripherals that connect to the television or telephone.
Accidental Damage
Sudden, unforeseen, and unintentional, loss of function, destruction, or damage.
Benefit
Any of the Benefits provided to You under Better Hearing Membership, as set out in rule 3.
Clinic
The Audiologist room or location operated by Us from which Our products, including Better Hearing Membership, are sold. Your nearest Clinic can be found at our Find Us page.
Certificate
The document provided to You at the start of each Membership Period confirming the period of Your Membership, the amount of Your Subscription, Your Membership number, and Your Hearing Aid(s). This can also be a section within your Invoice Receipt.
Consumables
Items that are integral and necessary to the proper functioning of Hearing Aids, but which are disposable and must be replaced after succumbing to usual wear and tear, including, but not limited to, speaker units, domes, replacement cords, tubing, batteries (including rechargeable batteries), cases, pouches, and wax guards.
Contribution
The amount payable by You on provision of a Replacement Aid, being an amount equivalent to 10% of the current retail price of Your Hearing Aid at the time of replacement.
Credit Sales Agreement
An agreement for the sale of Hearing Aids under which the purchase price, or part of it, is payable by instalments.
Client
Any person who has purchased and uses a Service or Hearing Aid from Us.
Dispenser
Any hearing care professional employed by Us, to sell our products, including Better Hearing Membership, from Our Clinics, third-party shops, or in Your home. Your nearest Dispenser can be found at our Find Us Page.
Hearing Aids
Hearing aids, or CROS hearing solutions, purchased from Us, or a Dispenser, and used by You (including, if applicable, Upgraded Aids), which are not more than 60 months old from the date of first fitting.
Waves Hearing / Us / We / Our
Waves Hearing Ltd., a company limited by shares, incorporated and registered in Scotland with company number SC746214 whose registered office address is Technology House, 9 Newton Place, Glasgow, Scotland, G3 7PR.
Member / You / Your
Any Client that has been granted Membership and continues in Membership as a Member of the Waves Hearing Ltd. Better Hearing Membership. Membership shall be construed accordingly.
Membership Period
Time period of 1 / 5 / 10 years (12 / 60 / 120 months; depending on what was chosen at the commencement of the Membership) beginning on the date that Membership is granted, and each successive 12 month period of Membership thereafter. Defined in the Certificate of Membership or in the Invoice Receipt.
Invoice Receipt
Document issued at or before the day of delivery itemising purchase value and payments applied to the total value amount. Contains the Certificate and Hearing Aid details - including but not limited to model, colour and serial number.
Better Hearing Membership
The discretionary Client care scheme owned and operated by Us from time to time, as set out in these rules.
Plan Cycle
A period of 1 / 5 / 10 years (12 / 60 / 120 months depending on Membership cycle selected) beginning on the date on which Your Hearing Aid or, if applicable, Upgraded Aid was first fitted, and during which We may provide Benefits to You, if You are a Member.
Replacement Aids
Identical or equivalent hearing aids, of the same functionality as Your current Hearing Aid, subject to availability and Your audiogram test results.
Subscription
The payment to be made by You as determined under rule 7.1 of these Better Hearing Membership rules, and as set out in the Certificate.
Upgraded Aids
Hearing Aids sold by Us from time to time with higher specifications and/or better functionality than Your current Hearing Aid(s).
3. The Benefits included with Membership
3.1.1. You paying the Subscription;
3.1.2. there being no right for Us to cancel in accordance with rule 6.8; and
3.1.3. there being no right for Us to refuse Benefits under rule 4.
3.2. Repairs
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is Accidentally Damaged and/or is not working properly, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs.
3.3. Replacement Aids and Upgraded Aids
If, during a Membership Period, You are in the United Kingdom and Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution, replace Your Hearing Aid with a Replacement Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair of hearing aids).
3.4. Repairs and loss, theft, and Accidental Damage abroad
If, during a Membership Period, You are outside of the United Kingdom for 31 days or less (at any one time) and:
3.4.1. Your Hearing Aid is Accidentally Damaged and/or is not working properly, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion, carry out as many repairs as are required to repair the damage and put it in good working order. You must allow Us access to Your Hearing Aid at all reasonable times so that We can carry out repairs; or
3.4.2. Your Hearing Aid is lost, stolen, or Accidentally Damaged beyond repair, on Your return to the United Kingdom, We will, on each occasion at Our absolute discretion and subject to You paying the Contribution, replace Your Hearing Aid with a Replacement Aid or an Upgraded Aid. The maximum number of replacement units (whether Replacements Aids, Upgraded Aids, or a combination of both) that We will provide during the Plan Cycle is two (one pair).
4. What is not included with Membership
4.1. At all times, We retain absolute discretion whether to provide Benefits or not.
4.2. Benefits will not be provided to You:
4.2.1. For the provision of a Replacement Aid and/or and Upgraded Aid, if You have already received two replacements (whether Replacement Aids, Upgraded Aids, or a combination of both) during a Plan Cycle.
4.2.2. If You do not renew Your Membership at the end of the current Membership Period.
4.2.3. If Your Membership ceases, is cancelled, or suspended for any reason.
4.2.4. If Your Subscriptions have not been paid or are in arrears.
4.2.5. If, in accordance with rule 5.2.1, You fail to submit a Benefit request for loss, theft, or Accidental Damage within 14 days of the same occurring.
4.2.6. In connection with any Accessories or Consumables.
4.2.7. For repairs to, or the replacement of, any Hearing Aid because of:
4.2.8.1. Your neglect, abuse, or misuse; or
4.2.8.2. bathing, swimming, diving, or taking part in water sports of any kind; or
4.2.8.3. repairs carried out by anyone other than Us, or someone approved by Us.
4.2.9. In connection with any Hearing Aid (including, for the avoidance of doubt, Upgraded Aids) which is outside of the Plan Cycle.
4.2.10. In connection with any Hearing Aid which is subject to a Credit Sales Agreement under which payments have lapsed or are in arrears.
5. How to access Your Benefits
5.1. If You need to request a Benefit, then simply contact your Audiologist or their secretary for free on 07467 916 260. Subject to rule 6.6, if You are still within Your cancellation period and You want to request a Benefit, You must submit this request to Us in writing.
5.2. For Benefit requests in connection with loss, theft, or Accidental Damage to a Hearing Aid, You must:
5.2.1. submit a Benefit request with 14 days of the loss, theft, or Accidental Damage occurring: and
5.2.2. provide reasonable evidence of the loss, theft, or Accidental Damage, as We may require.
5.3. Where, following a Benefit request for loss or theft of a Hearing Aid, We provide you with a Replacement Aid and the original Hearing Aid is recovered, You must notify Us within 14 days of its recovery and return the Replacement Aid to Us.
5.4. Where You request a Benefit in respect of a Hearing Aid that is subject to a Credit Sales Agreement, and payments have lapsed, or You are in arrears, We may exercise Our discretion to not provide You with a Benefit until Your payments under such Credit Sales Agreement are up to date.
5.5. You must do all that You can to keep Our costs of providing You with Benefits as low as possible.
5.6. We aim to process and respond to all Benefit requests within 14 days of them being made.
5.7. Where a request for a Benefit is because of the actions of a third-party, or where the provision of a Benefit would be covered under a policy of insurance held by You, then You must notify Us of these facts when requesting a Benefit.
5.8. If You do not comply with the provisions of this rule 5, then We reserve the right to reclaim all Benefits from You personally.
6. Membership of the Better Hearing Membership scheme
6.1. Any Client shall be entitled to apply to become a Member if they have purchased a Hearing Aid from Us, and they have submitted an application for Membership to Us, in a form and manner prescribed by Us from time to time.
6.2. If You apply for Membership more than 30 days after the date on which Your Hearing Aid was first fitted, We will need to check Your Hearing Aid before We can grant You Membership.
6.3. We shall have absolute discretion whether to grant or refuse a Client Membership, including in circumstances where that Client would normally be eligible. Our decision shall be final and binding.
6.4. We shall keep and maintain a register of Members. This register will not be open to inspection by Members, the public, or any other person, except as required by law.
6.5. If You became a Member at the time which You purchased your Hearing Aid(s), You may cancel Your Membership at any time within the first 60 days of that Membership Period. In all other cases, You may cancel Your Membership within the first 14 days of each Membership Period. To cancel Your Membership please notify Us in writing and return Your Certificate to Our registered office address, Your nearest Clinic, or Your Dispenser.
6.6. If We provide a Benefit during the relevant cancellation period stated in rule 6.5, You will no longer be able to cancel Your Membership.
6.7. We may cancel Your Membership at any time by giving You not less than 30 days’ notice in writing.
6.8. We, in Our absolute discretion, may cancel Your Membership immediately if You:
6.8.1. fail to pay any sum due to Us within 30 days of due date; or
6.8.2. obtain a Benefit after knowingly, or recklessly, failing to provide accurate information to Us that, if provided, would have led to Us exercising Our discretion not to provide such Benefit; or
6.8.3. request a Benefit and You knowingly, or recklessly, include inaccurate information, facts, or details in such request, or if You knowingly, or recklessly, do not include accurate information in the same; or
6.8.4. fail to comply with rule 8.1; or
6.8.5. fail to provide Us with further documents when requested; or
6.8.6. dishonestly and/or fraudulently secure, or attempt to dishonestly and/or fraudulently secure, a Benefit; or
6.8.7. commit a material breach of these rules; or
6.8.8. prejudice, or, in Our sole, reasonable opinion, do anything which is likely to prejudice, Our interests and/or reputation.
6.9. Your Membership will automatically cease:
6.9.1. Either when the Hearing Aid used by You at the time when Your Membership was first granted, or, if applicable, the Upgraded Aid provided to You during Your Membership, falls outside of the Plan Cycle, whichever happens later;
6.9.2. if You exercise Your right to cancel the contract for the purchase of Your Hearing Aid(s) to which Your Membership relates, within the cancellation period stated in that contract;
6.9.3. on Your death; or
6.9.4. on cancellation of Your Membership, as set out in these rules.
6.10. On cancellation or cessation of Your Membership, You:
6.10.1. will cease to be a Member, and Your name will be removed from the register of Members;
6.10.2. will not be entitled to any further Benefits, except (but not where Membership has been cancelled under rule 6.8) for any Benefits due to You at the date of cancellation of Your Membership;
6.10.3. without affecting rules 6.11 and 6.12, You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership.
6.11. If You cancel Your Membership in accordance with rule 6.5 (subject to rule 6.6), or it ceases under rule 6.9.3, You will receive a full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership.
6.12. If Your Membership ceases under rule 6.9.2, You will receive full refund of Subscriptions and any other sums paid to Us in advance in connection with Better Hearing Membership. If, however, We have already provided a Benefit to You, and Your Membership ceases under rule 6.9.2, then You will not receive, and will not be entitled to receive, a refund of Subscriptions or any other sums paid to Us in advance in connection with Better Hearing Membership..
6.13. Membership of Better Hearing Membership is not transferable.
6.14. For the avoidance of doubt, the provision of Replacement Aids does not extend the duration of Your Membership, or the Plan Cycle.
7. Subscriptions
7.1. You will pay a Subscription, at a rate prescribed by Us from time to time, for each Membership Period within the first 14 days of that Membership Term.
7.2. If You pay Subscriptions by direct debit, You do not need to do anything on renewal of Your Membership. We will send You an advanced notice stating the Subscription collection date. If You pay Subscriptions in any other way, You must ensure that they are paid in accordance with rule 7.1.
7.3. We may, before renewal of Your Membership, increase the Subscription rates for Better Hearing Membership. We will take reasonable steps to notify You of such increase. If You pay Subscriptions by direct debit, We will automatically adjust the amount to be collected, Otherwise, You must ensure that Your Subscription payments are increased accordingly.
7.4. If You make an overpayment of Subscriptions in any Membership Period, We, in Our absolute discretion, may refund all or part of such overpayment, or set-off all or part of such overpayment against Your Subscription for the following Membership Period.
8. General
8.1. You must notify Us of any changes to the information provided to Us when applying for Membership. A failure to comply with this rule 8.1 may result in cancellation of Membership under rule 6.8, or We may exercise Our discretion to refuse the provision a Benefit.
8.2. You must ensure that Your Hearing Aid is properly maintained and serviced annually by Us. Servicing is provided by Us at Your nearest Clinic, at no extra charge.
8.3. These rules are only enforceable by Us, You, and other Members. No third-party, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise, is entitled to enforce any of these rules.
8.4. All Benefits provided under these rules are granted at Our absolute discretion. Our decision is final and binding.
8.5. Unless the context requires, words in the singular shall include the plural, and vice versa.
8.6. If there is any dispute as to the interpretation of any of these rules, Our decision shall be final and binding.
8.7. These rules may be revoked, supplemented, varied, or substituted by new rules from time to time by resolution of Our directors. Any change to the rules will take effect on a date specified by Us which shall be not less than 30 days from the date of the relevant resolution. Any minor changes to the rules, or changes which are deemed, in Our absolute discretion, necessary to comply with any law will take effect immediately. We will keep a copy of the current rules on Our website and, after such a request, We can provide a hardcopy to You.
8.8. We will hold and use information provided by Members for the administration of Better Hearing Membership and for any other connected purpose, in accordance with Our privacy policy, a copy of which is available on Our website.
8.9. We may, at any time, delegate any of Our duties or powers to any person We deem appropriate, and on such terms as We may decide.
8.10. Better Hearing Membership, these rules, and any dispute or claim arising out of or in connection with either, shall be governed by and construed in accordance with the laws of Scotland. The courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with Better Hearing Membership or these rules.
8.11. Complaints should be submitted in writing to Our Client Service Team at Waves Hearing Limited, 94A Fountainbridge, Edinburgh EH3 9QA. We aim to respond to any complaints within 8 weeks of receipt.
8.12. Any notice or communication to be given by You to Us shall, unless otherwise stated, be in writing and emailed to Our central address: hello@waveshearing.co.uk
8.13. If a court finds some of these rules to be unlawful, the rest will continue in full force and effect.
8.14. Nothing in these rules will affect Your legal rights as a consumer.
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Discount available to apply to any Wax Removal Microsuction appointment until the 31st May 2024
1. The Spring-clean Discount promotion (the “Promotion”) is valid from the 1st March - 31st May 2024 (the “Promotional Period”). The Promotion applies to qualifying transactions made within this period.2. To qualify for this Promotion you must book a Microsuction Wax removal clinical appointment and apply the discount code at the point of payment either online or over the phone.
4. Offer is available in all Waves Hearing clinics.
6. If all eligibility is met the customer will receive 20% off their purchase.
9. The Promotion is only available for a Wax Removal Microsuction clinical appointment.
10. Waves Hearing reserves the right to terminate the Promotion at any time at its discretion.