1. Introduction
Welcome to Ear Rescue. These Terms and Conditions (‘Terms’) govern your use of our website at earrescue.uk and your engagement with our professional ear care services, including ear wax removal, ear health checks, endoscopic ear examination, home visit appointments, and all associated advice and aftercare (‘Services’).
By booking an appointment, accessing our website, or receiving treatment from Ear Rescue, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website or proceed with booking or treatment.
These Terms apply to all patients and website users, including those who book on behalf of a third party (for example, a parent booking for a child, or a carer booking for an adult patient).
These Terms should be read in conjunction with our Privacy Policy, which is available at earrescue.uk/privacy-policy and explains how we collect, use, and protect your personal data.
2. About Ear Rescue
Ear Rescue is a specialist ear care practice providing professional ear wax removal and ear health services to patients in Boston and the wider Lincolnshire area.
Proprietor: Jo England, Registered Nurse (NMC Registered)
Business name: Ear Rescue
Location: Boston, Lincolnshire
Telephone: 07943 716490
Email: info@earrescue.uk
Website: earrescue.uk
All clinical services are provided by or under the supervision of Jo England, a registered nurse with over 25 years of clinical experience, registered with the Nursing and Midwifery Council (NMC).
3. Services Provided
Ear Rescue offers the following professional ear care services:
- Microsuction ear wax removal
- Ear wax irrigation
- Endoscopic ear examination
- Ear health checks
- Home visit ear care
- Care home ear care visits
- Children’s ear wax removal
- Advice and aftercare
The treatment method used in any given appointment will be determined by clinical assessment at the time of your visit. We reserve the right to use the method we consider most clinically appropriate for your individual circumstances, and we will explain our reasoning to you before proceeding.
Our Services are provided on a private basis. We are not part of the NHS and do not receive NHS funding. We do not accept NHS referrals as a route to subsidised treatment, though patients referred informally by their GP are welcome to book and pay privately.
4. Eligibility for Treatment
To be eligible to receive treatment from Ear Rescue, you must confirm the following before your appointment proceeds:
4.1 Age
You must be aged 14 or over. Patients aged 14 to 17 must be accompanied by a parent or legal guardian, who must provide written consent before treatment begins. Patients aged 18 and over may consent for themselves.
We offer specialist ear care for younger children — please contact us to discuss your child’s age and circumstances before booking.
4.2 Medical history and contraindications
You must, to the best of your knowledge, confirm that none of the following apply, or that you have disclosed them to us before treatment:
- Active ear infection (otitis externa or otitis media)
- Known or suspected perforated eardrum
- Previous ear surgery, including mastoidectomy or tympanoplasty
- Grommets or ventilation tubes (current or recent)
- Cleft palate (repaired or unrepaired)
- Known cholesteatoma
- Significant ear canal stenosis or malformation
- Previous adverse reaction to ear wax removal treatment
- Any other ear, nose, or throat condition that has not been disclosed
Where any of the above apply, or where you are unsure, please inform us at the time of booking. We will advise you on whether treatment is appropriate and, if so, which method is suitable for your circumstances.
We reserve the right to refuse or decline to proceed with treatment at any stage where we assess that it would be clinically unsafe or inappropriate to do so.
5. Your Responsibilities as a Patient
5.1 Accurate information
You are responsible for providing accurate, complete, and up-to-date information about your health, medical history, symptoms, and any medications you are taking. This includes disclosing any information that may be relevant to your ear health, even if you are unsure of its significance.
Ear Rescue cannot be held responsible for any complications or adverse outcomes arising from information you have failed to disclose or have disclosed inaccurately.
5.2 Pre-treatment preparation
Where we recommend the use of ear drops or other softening preparations prior to your appointment, you agree to follow that guidance. We will advise you on suitable drops and how to use them when you book. Failure to prepare as advised may reduce the effectiveness of treatment and may, in some circumstances, mean that treatment cannot be safely completed at your appointment.
5.3 Attendance and punctuality
Please arrive for your appointment at the agreed time. If you are running late, please let us know as soon as possible by calling 07943 716490. Arriving significantly late may mean your appointment cannot proceed and may be treated as a late cancellation (see Section 8).
5.4 Aftercare
Following treatment, you will be provided with aftercare advice specific to your circumstances. You agree to follow this advice to support your recovery and reduce the risk of complications. Ear Rescue cannot accept responsibility for complications that arise as a result of failure to follow aftercare instructions.
5.5 Home visits
If you have booked a home visit appointment, you are responsible for ensuring that a safe and suitable space is available for the appointment — typically a well-lit room with access to a chair with a firm back. You must ensure that any pets are secured away from the treatment area during the appointment. You must inform us of any access requirements or health and safety considerations relevant to your home before the visit takes place.
6. Clinical Consent
All treatment at Ear Rescue is provided on the basis of your informed consent. Before any procedure begins, we will:
- Explain the nature of the proposed treatment and the method to be used
- Describe the likely benefits and any relevant risks
- Answer any questions you have
- Confirm that you are willing to proceed
By proceeding with treatment, you confirm that:
- You have been given the opportunity to ask questions and have had them answered to your satisfaction
- You understand the nature of the procedure and its associated risks
- You are consenting freely and are not under pressure to proceed
- For patients under 18, a parent or legal guardian has provided written consent
Consent may be withdrawn at any time, including during a procedure. If you wish to stop at any point, please say so immediately and treatment will cease.
Consent for treatment is separate from, and in addition to, consent for the processing of your health data. Please refer to our Privacy Policy for information about how we handle your personal and clinical information.
7. Risks and Clinical Limitations
7.1 General risks
Professional ear wax removal carried out by a trained clinician is a safe procedure. However, as with any clinical procedure, there are potential risks that you should be aware of before proceeding:
- Temporary discomfort or a sensation of pressure during treatment
- Brief dizziness or light-headedness immediately following treatment, as the ear adjusts
- Temporary increase in tinnitus (ringing in the ears) in the short term
- Minor irritation of the ear canal
- In rare cases, minor bleeding or irritation — more likely in patients taking blood-thinning medication
- In very rare cases, perforation of the eardrum — this risk is significantly reduced by thorough pre-treatment assessment
- Incomplete removal — in cases of severe impaction, a single appointment may not remove all wax
We will always carry out a thorough assessment before any treatment and will not proceed where we consider the risk to be unacceptably high. We will inform you of any specific risks relevant to your circumstances before your appointment begins.
7.2 No guarantee of outcome
While we aim to provide effective, high-quality care on every occasion, we cannot guarantee a specific clinical outcome. The effectiveness of treatment depends on a range of factors, including the quantity, consistency and position of the wax, your individual ear anatomy, and whether pre-treatment preparation has been carried out as advised.
If treatment cannot be completed at a single appointment, we will explain why and advise on the most appropriate next steps.
7.3 Scope of practice
Ear Rescue provides specialist ear wax removal and ear health assessment. We do not diagnose or treat medical conditions beyond the scope of ear wax management. If our assessment reveals signs of infection, perforation, or other conditions requiring medical attention, we will advise you accordingly and recommend that you see your GP or an appropriate specialist. We do not prescribe medication.
If you experience sudden or severe hearing loss, significant ear pain, discharge from the ear, fever, or facial weakness, please contact your GP or go to A&E immediately. These symptoms require urgent medical assessment and should not be addressed by an ear wax removal appointment.
8. Fees and Payment
8.1 Current pricing
Our current fees are as follows:
- Consultation (ear health assessment): £20.00
- Ear wax removal — one ear: £40.00
- Ear wax removal — both ears: £60.00
- Home visit appointments: please contact us for pricing
All prices include VAT where applicable. We reserve the right to amend our pricing at any time. Any change in pricing will be communicated to patients before their appointment is confirmed.
8.2 Payment terms
Payment is due at the time of your appointment unless an alternative arrangement has been agreed in advance. We accept payment by cash and card. Please contact us if you have any questions about payment methods.
8.3 Failed or disputed payments
Where payment is not received at the time of appointment and no prior arrangement has been made, Ear Rescue reserves the right to seek recovery of the outstanding amount. Patients with outstanding balances may not be able to book further appointments until the balance is settled.
9. Cancellation, Rescheduling and Non-Attendance
9.1 Cancellation by you
We ask that you give us as much notice as possible if you need to cancel or reschedule your appointment. Cancellations made with at least 24 hours’ notice will not incur any charge.
Cancellations made with less than 24 hours’ notice, or failure to attend an appointment without prior notice (a ‘did not attend’ or DNA), may incur a cancellation fee. The applicable fee will be communicated to you at the time of booking. We appreciate that genuine emergencies arise — if this is the case, please contact us and we will consider each situation with understanding.
9.2 Cancellation by Ear Rescue
We reserve the right to cancel or reschedule appointments in circumstances beyond our control, including but not limited to: practitioner illness or emergency, equipment failure, or situations where proceeding would be clinically unsafe. Where we cancel an appointment, we will contact you as soon as possible and offer an alternative appointment at the earliest available date. No cancellation fee will be charged to you in these circumstances.
9.3 Refusal of treatment
Where treatment is declined on clinical grounds during an appointment (see Section 4), a consultation fee may still be charged to reflect the time and clinical expertise involved in the assessment. We will always provide you with a clear explanation and, where appropriate, a written summary of our findings to support you in seeking further care.
9.4 Emergency appointments
Subject to availability, we will endeavour to accommodate urgent or emergency appointments where a patient is experiencing significant symptoms. Please call us on 07943 716490 to discuss your situation and we will do our best to see you promptly.
10. Use of Our Website
10.1 Permitted use
Our website at earrescue.uk is provided for informational purposes and to enable you to learn about and book our services. You may use our website for lawful, personal, non-commercial purposes only. You must not use our website in any way that is unlawful, fraudulent, harmful, or that interferes with our systems or the experience of other users.
10.2 Accuracy of information
We take reasonable steps to ensure that the information on our website is accurate and up to date. However, we cannot guarantee that all content is free from errors or omissions. Information on our website is provided for general guidance only and does not constitute clinical advice. If you have a specific health concern, please book an appointment or seek advice from a qualified healthcare professional.
10.3 Intellectual property
All content on our website — including text, images, logos, graphics, and other materials — is the property of Ear Rescue or is used under licence and is protected by applicable intellectual property laws. You may not copy, reproduce, distribute, or otherwise use any content from our website without our prior written permission.
10.4 Third-party links
Our website may contain links to third-party websites for your convenience. We do not control these websites and are not responsible for their content, accuracy, or privacy practices. A link to a third-party website does not imply endorsement by Ear Rescue.
10.5 Website availability
We aim to keep our website available at all times but cannot guarantee uninterrupted access. We reserve the right to suspend, withdraw, or modify the website at any time without notice. We will not be liable if, for any reason, our website is unavailable at any time.
11. Liability and Disclaimers
11.1 Limitation of liability
To the fullest extent permitted by law, Ear Rescue shall not be liable for:
- Any indirect, incidental, special, or consequential loss or damage arising from your use of our services or website
- Any complications arising from information you have failed to disclose or have disclosed inaccurately
- Any adverse outcome resulting from failure to follow pre-treatment or aftercare advice
- Any loss or damage arising from events beyond our reasonable control
Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any liability that cannot be lawfully limited or excluded under applicable UK law
11.2 Professional indemnity
Jo England holds appropriate professional indemnity insurance as a registered nurse providing private healthcare services. Details of cover are available on request.
11.3 Regulatory registration
Ear Rescue is a private healthcare provider. Jo England is registered with the Nursing and Midwifery Council (NMC). If you have concerns about the professional conduct of any registered nurse, you may contact the NMC directly at nmc.org.uk.
12. Complaints Procedure
We are committed to providing a high standard of care and take all complaints seriously. If you are dissatisfied with any aspect of our service, please follow the procedure below:
Step 1 — Contact us directly
In the first instance, please contact us to raise your concern:
- By email: info@earrescue.uk
- By telephone: 07943 716490
- In writing: Ear Rescue, Boston, Lincolnshire
Step 2 — Acknowledgement
We will acknowledge your complaint within two working days of receiving it and confirm the name of the person handling your complaint.
Step 3 — Investigation and response
We will investigate your complaint thoroughly and aim to provide a full written response within 14 working days. Where a more complex investigation is required, we will keep you informed of progress and provide a revised timeframe.
Step 4 — Escalation
If you are not satisfied with our response, you may escalate your complaint to:
- The Nursing and Midwifery Council (NMC) for concerns about professional conduct: nmc.org.uk
- The Information Commissioner’s Office (ICO) for concerns about data protection: ico.org.uk / 0303 123 1113
- The Care Quality Commission (CQC) if applicable to the nature of your complaint: cqc.org.uk
We would always encourage you to come to us directly in the first instance. The vast majority of concerns can be resolved quickly and informally, and we are committed to learning from feedback to improve our service.
13. Data Protection and Confidentiality
We take the privacy and confidentiality of your personal and health information seriously. All information you provide is handled in accordance with UK GDPR, the Data Protection Act 2018, and the professional duties of confidentiality that apply to registered nurses.
Your clinical information will only be shared with other healthcare professionals where this is necessary for your care and with your knowledge, or where we are legally required to do so.
For full details of how we collect, use, store, and protect your personal data, and for information about your rights under UK GDPR, please refer to our Privacy Policy, available at earrescue.uk/privacy-policy.
14. Governing Law and Jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Nothing in these Terms affects your statutory rights as a consumer under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
15. Amendments to These Terms
We reserve the right to update or amend these Terms and Conditions at any time. The current version will always be available on our website at earrescue.uk/terms-and-conditions, with the date of the most recent update shown at the top of the page.
Continued use of our website or services following notification of any changes constitutes your acceptance of the updated Terms. We will take reasonable steps to draw significant changes to your attention — for example by a notice on our website.
These Terms were last updated in June 2026 and are due for review in June 2027.
16. Contact Us
If you have any questions about these Terms and Conditions or any aspect of our services, please do not hesitate to get in touch:
Ear Rescue
Jo England, Registered Nurse
Boston, Lincolnshire
Phone: 07943 716490
Email: info@earrescue.uk
Website: earrescue.uk
