Terms & Conditions

About this service

Soundwell Ltd operates a website that connects patients with independent, regulated audiologists ("network audiologists"). We do not directly provide clinical care ourselves, appointments are delivered by the network audiologist you are matched or booked with. Your clinical relationship (the appointment itself, any advice given, and any products or services sold) is between you and that audiologist, not Soundwell.

Eligibility

You must be at least 18 years old to submit a booking through our website. If you are booking on behalf of someone else, for example a family member, you confirm that you have their permission to share their details with us for that purpose.

Website content is not medical advice

Content on this website, including our interactive self-assessment tools, is provided for general information only. It is not medical advice, does not constitute a diagnosis, and is not a substitute for a proper assessment by a qualified audiologist. Always seek professional advice for any concerns about your hearing.

Bookings

Submitting a booking request through our website is a request for an appointment, not a confirmed appointment. We aim to confirm availability within one business day. Prices for hearing aids and services are set independently by each network audiologist and may vary by location.

Your right to cancel

Because bookings are made online, UK consumer law (the Consumer Contracts Regulations 2013) may give you a right to cancel within 14 days. Nothing in these terms affects your statutory rights as a consumer. In practice, once a clinical appointment has taken place with your agreement, that specific service can no longer be "cancelled" retrospectively, but you remain free to cancel or rearrange any appointment that hasn't happened yet, as set out below.

Cancellations

Please give at least 24 hours' notice if you need to cancel or rearrange an appointment. Repeated late cancellations or missed appointments may affect your ability to book future home visits.

Acceptable use

Please use our website and booking system honestly and don't misuse them, for example, by submitting false booking requests, attempting to access accounts or data that aren't yours, or interfering with the site's normal operation (including automated scraping or excessive automated requests).

Website availability and intellectual property

We aim to keep this website available and working correctly but do not guarantee uninterrupted access, and we are not liable for losses caused by the website being temporarily unavailable. All content, branding and design on this website belong to Soundwell Ltd or our licensors and may not be copied or reused without permission.

Referral programme

Referral codes and commission arrangements between Soundwell and network audiologists are governed by a separate partner agreement and are not part of the consumer-facing terms on this page.

Liability

Clinical advice, diagnosis and treatment are the responsibility of the network audiologist who sees you. Soundwell is not liable for clinical outcomes but will support resolution of any service complaint raised through our Contact page.

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else which cannot lawfully be excluded or limited under English law.

Governing law

These terms are governed by the laws of England and Wales. Any dispute will be subject to the non-exclusive jurisdiction of the courts of England and Wales, without taking away any right you have to bring a claim in your own local courts.

Changes to these terms

We may update these terms from time to time. The "last updated" date at the top of this page reflects the most recent revision.