Last updated: 1 September 2026

1. About these Terms

These Terms and Conditions (“Terms”) govern the supply of hearing aids, accessories and hearing care services by Earkart Health Limited (“EarKart”, “we”, “us”, “our”) to you (“you”, “the patient”, “the customer”).

These Terms, together with your order confirmation, any care plan we agree with you and, where applicable, any separate credit agreement you enter into with our finance partner, form the entire agreement between us. Please read them before you place an order. By booking an appointment with us or purchasing our products or services, you accept these Terms.

Nothing in these Terms removes or limits your statutory rights as a consumer.

2. Who We Are

Earkart Health Limited is a company registered in England and Wales under company number 17267033, with its registered office at 167-169 Great Portland Street, London, W1W 5PF.

We are a private domiciliary hearing care provider. This means we come to you: assessments, fittings, aftercare and repairs are carried out in your own home rather than in a high street branch. All clinical work is performed by audiologists and hearing aid dispensers registered with the Health and Care Professions Council (HCPC).

You can contact us at info@earkart.co.uk, on 07440 040898, or in writing at 167-169 Great Portland Street, London, W1W 5PF.

Our commitment is simple: honest advice, clinically appropriate recommendations, and no pressure to buy.

3. Our Products and Services

We supply hearing aids, hearing aid accessories, batteries and related consumables (“Products”).

We provide hearing care services (“Services”), which may include hearing assessments, ear examinations, earwax removal, hearing aid fittings and programming, verification, follow-up appointments, servicing, repairs and remote support.

The range of Products and Services we offer may change over time. We reserve the right to modify, add to or withdraw any Product or Service, though this will never affect an order we have already confirmed with you.

4. Eligibility

By using our Products or Services you confirm that:

• you are at least 18 years of age, or that a parent or guardian has consented on your behalf;

• the information you give us about your health, hearing history and medication is accurate and complete, so far as you are aware; and

• where you are arranging care on behalf of another person, you have the authority to do so.

5. Free Home Hearing Assessment

We provide a free, no-obligation hearing assessment in your home. Your clinician will carry out an ear examination and hearing test, explain the results to you at the appointment, and give you a written or emailed summary.

There is no charge for this appointment and no requirement to purchase anything at it or afterwards.

If your assessment identifies a medical condition or a sign that requires further investigation, we will tell you and advise you to see your GP or an ENT specialist. We are not a substitute for medical care and we do not diagnose or treat medical conditions of the ear.

6. Booking, Rescheduling and Missed Appointments

Appointments can be booked through our website, by telephone or by email.

We ask for at least 24 hours’ notice if you need to cancel or rearrange. Because our clinicians travel to you and reserve a block of time for each visit, an appointment cancelled with less notice, or one where nobody is home, may incur a missed visit fee of £60.00.

We will not charge this fee where the cancellation is due to illness, hospital admission, bereavement or another circumstance outside your reasonable control. Please just let us know.

If we need to cancel or move your appointment, we will contact you as soon as possible and offer you the earliest suitable alternative.

7. Visiting Your Home

Because we deliver care in your home, the following applies to every visit:

• Please make sure our clinician can access the property safely, and that there is somewhere suitable to sit and work with reasonable lighting.

• We ask that televisions, radios and other sources of noise are switched off during testing, as background noise can affect the accuracy of your results.

• We ask that pets are kept in a separate room while we work, and that nobody smokes or vapes in the room during the appointment.

• If you would like a family member, carer or friend present, you are very welcome to arrange that. If you would prefer to be seen alone, please tell us.

• We will not carry out an appointment where our clinician reasonably considers the environment to be unsafe, or where they are subjected to abusive or threatening behaviour. In those circumstances we may end the visit and, where appropriate, decline further appointments.

• Where a home environment does not permit reliable testing, we will tell you and discuss alternative arrangements with you.

We provide home visits nationwide across the United Kingdom. In a small number of remote locations, availability may be limited or a visit may take longer to arrange. Where any travel charge would apply, we will always tell you before we attend.

8. Placing an Order

If you decide to proceed after your assessment, we will give you a written order confirmation setting out the hearing aids recommended, the total price, what is included in your aftercare, the deposit payable and the balance due at fitting.

A contract is formed between us when you sign or otherwise accept that order confirmation.

Hearing aids are programmed to your individual hearing loss and, in some cases, made to a custom impression of your ear. Please make sure the details on your order confirmation are correct before you accept it.

9. Price and VAT

The price of your Products and Services is the price shown on your order confirmation. We may change our prices from time to time, but a change will never affect an order we have already confirmed.

Prices include VAT where VAT applies. If the rate of VAT changes between the date of your order and the date we supply your hearing aids, we will adjust the amount of VAT you pay, unless you have already paid in full before the change takes effect.

10. Payment Terms

Unless we have agreed otherwise in writing:

• a deposit of 10% of the total order value is payable at the time you place your order; and

• the remaining 90% balance is payable at your fitting appointment.

Charges for standalone services, such as earwax removal or a repair carried out outside warranty, are payable at the time of the appointment.

We accept debit cards, credit cards and bank transfers. We do not accept cash or cheques. Where a payment fee applies, we will tell you before your appointment.

We may withhold delivery or fitting of your hearing aids until the balance has been paid or a finance agreement has been approved and activated.

11. Finance

We are pleased to offer finance so that you can spread the cost of your hearing aids.

Finance is provided by Zopa Bank Limited. Earkart Health Limited is not the lender. We act as a credit broker and introduce you to Zopa Bank Limited; we do not lend money ourselves and we receive no benefit from your choice of one credit product over another beyond what is disclosed to you.

Where you choose to pay by finance:

• The credit agreement is between you and Zopa Bank Limited, not between you and EarKart. Its terms, including the interest rate, the term, the monthly payment and your rights of withdrawal, are set out in that agreement and in Zopa’s own documentation, which you should read carefully before signing.

• All finance is subject to status, credit checks and affordability assessment. Approval is at Zopa Bank Limited’s sole discretion and we cannot guarantee that any application will be accepted.

• The 10% deposit remains payable to us at the time of order. Finance covers the outstanding balance only.

• Your finance agreement must be signed and activated by the time the balance falls due. If it is not, the full balance becomes immediately payable to us directly.

• Once your finance agreement is live, you make your monthly payments to Zopa Bank Limited, not to us. Any query about payment dates, arrears or settlement should be directed to Zopa.

• If you cancel your order or return your hearing aids under clause 13 or clause 14, we will notify Zopa Bank Limited and the credit agreement will be unwound or adjusted in accordance with its terms.

Earkart Health Limited is authorised and regulated by the Financial Conduct Authority for credit broking, firm reference number [FRN]. Zopa Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

12. Retention of Title and Risk

Ownership of any Products does not pass to you until we have received payment in full, or until your finance agreement has been activated in full.

Risk, however, passes to you as soon as the Products are in your possession. See clause 16.

13. Your Right to Cancel (Off-Premises Contracts)

Because we sell to you in your home, your order is an “off-premises contract” under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This gives you the right to cancel within 14 days, without giving a reason. The 14 days run from the day you receive your hearing aids.

To cancel, simply tell us in writing at info@earkart.co.uk or 167-169 Great Portland Street, London, W1W 5PF. You must then return the hearing aids and all accessories to us. We will refund you within 14 days of receiving them back.

Please note that this statutory right does not apply to custom-made items, such as hearing aids or earmoulds manufactured to an individual impression of your ear, once manufacture has begun. Our 21-day guarantee in clause 14 extends beyond this and covers custom products too.

14. 21-Day Money Back Guarantee

Every set of hearing aids we fit comes with a 21-day money back guarantee, running from the date of your fitting appointment. Weekends and bank holidays are included.

If you are not satisfied with your hearing aids for any reason within that period, we will refund the price you paid for them, provided that:

• they are returned in good working order and have not been subjected to excessive wear, damage or misuse; and

• they are returned with all original packaging, accessories, chargers and batteries supplied with your order.

During the 21 days we will work with you to get the best possible result, including adjustments and, at our discretion, one exchange for a different model.

You will remain liable for the cost of any items that are damaged or not returned. We will process refunds within 10 working days of receiving the hearing aids and confirming their condition. Refunds are made to the original payment method; where a card provider is involved, we have no control over how quickly they credit your account. Where you paid by finance, we will instruct Zopa Bank Limited to unwind the agreement.

This guarantee sits alongside, and does not restrict, your legal rights in respect of faulty goods.

15. Aftercare and Fair Usage

Your purchase includes ongoing aftercare in your home for the life of your hearing aids, covering routine adjustments, cleaning, servicing, retubing and rechecks.

We consider 3 home/remote aftercare appointments in any 12-month period to be fair usage. We will always see you when there is a clinical need, but we reserve the right to charge for additional visits beyond this, and we will tell you before any such charge applies. Telephone and remote support are unlimited and free of charge.

Where a follow-up can be handled remotely and you are happy for it to be, we may offer this as a convenient alternative to a home visit. The choice is yours.

16. Loss or Damage While in Your Care

In some cases your hearing aids will be in your possession before you have paid in full, for example where you are paying by finance or where a final payment has been deferred.

You are responsible for hearing aids in your possession regardless of payment status or ownership, and you indemnify us against loss or damage occurring while they are with you, whether by accident, misuse or theft.

If they are lost or damaged while in your care, the outstanding balance remains payable. We strongly recommend adding your hearing aids to your home contents insurance policy. Most insurers will do this for a small addition to your premium, and we are happy to provide a valuation letter.

17. Warranty

Hearing aids we supply carry a 5-year manufacturer’s warranty from the date shown on your fitting invoice. This covers manufacturing defects in the device’s materials or workmanship, and repairs are carried out by the manufacturer to preserve quality and performance. Proof of purchase is required for any claim.

The warranty does not cover failure caused by:

• improper use, including incorrect storage, high humidity, extreme heat or wet environments;

• general wear and tear;

• loss or theft;

• use or maintenance contrary to the manufacturer’s or your audiologist’s instructions;

• damaged or leaking batteries;

• bodily fluids, including perspiration and earwax;

• immersion in liquid;

• exposure to chemicals; or

• damage caused by animals or pets.

Warranty terms for rechargeable batteries, chargers and accessories may differ from those for the hearing aids themselves.

18. Faulty Goods

As a consumer you have legal rights under the Consumer Rights Act 2015 in relation to goods that are faulty or not as described, including custom-made goods. We are under a legal duty to supply goods that conform to the contract, and nothing in these Terms affects those rights.

If you believe your hearing aids are faulty, please contact your audiologist in the first instance. Free advice on your rights is available from Citizens Advice or Trading Standards.

19. Repairs Outside Warranty

Where a repair falls outside warranty, we will obtain a quotation from the manufacturer and give it to you before any work is carried out. No chargeable repair is ever undertaken without your agreement.

20. Late Payment

If we are unable to collect any payment you owe us, we reserve the right to charge interest on the overdue amount at 5% a year above the prevailing Bank of England base rate. Interest accrues daily from the due date until payment is made, whether before or after judgment, and is payable together with the overdue amount.

21. Debt Recovery

If we consider it necessary to instruct a debt recovery agency to recover an overdue account, you will be responsible for the agency’s charges together with any costs we incur in taking legal action.

22. Your Health Information and Privacy

We hold clinical records about you, including your audiological history, test results and hearing aid settings. We process this information as a data controller under the UK GDPR and the Data Protection Act 2018, and we treat it as confidential.

We keep clinical records for the period required by professional and regulatory guidance. We will not share your information with anyone outside your care without your consent, except where we are required or permitted to do so by law.

Where you use finance, we will share the information necessary to process your application with Zopa Bank Limited.

Full details are set out in our Privacy Policy at www.earkart.co.uk/privacy. You have the right to request a copy of your records at any time.

23. Consent and Earwax Removal

Some procedures, including microsuction and irrigation for earwax removal, carry small risks. Your clinician will explain these to you and obtain your consent before proceeding. You may withdraw consent at any point, including during the procedure.

We may decline to carry out a procedure where we consider it clinically unsafe or inappropriate, and we will explain why and what we recommend instead.

24. Complaints

If something has gone wrong, please tell us. Contact us at info@earkart.co.uk and every complaint is reviewed and responded to within 3 working days. Where a matter needs longer to investigate fully, we will tell you within those 3 working days what we are doing and when you can expect a resolution.

If you remain dissatisfied, you may raise the matter with the Health and Care Professions Council, which regulates our clinicians. Complaints relating to a finance agreement should be raised with Zopa Bank Limited and, if unresolved, may be referred to the Financial Ombudsman Service.

25. Our Liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law.

Subject to that, we are not liable for losses that were not foreseeable at the time the contract was made, or for business losses, since our Products and Services are supplied for private use.

26. Events Outside Our Control

We are not liable for delay or failure to perform our obligations where this is caused by an event outside our reasonable control, including manufacturer supply failures, severe weather, or the illness of a clinician. We will contact you as soon as possible and rearrange, and you may cancel and receive a refund of sums paid in advance for undelivered Products where the delay is substantial.

27. Changes to These Terms

We may update these Terms from time to time. The version that applies to your order is the version in force on the date you placed it, and we will provide a copy on request.

28. Governing Law

These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.

Earkart Health Limited, registered in England and Wales, company number 17267033.