Suction Ears provides a Professional Earwax Removal service. When you book online, by email, by telephone or by any modality, you are agreeing to the booking terms and conditions as set out below.

Consent to Treatment

Verbal consent is sufficient for ear wax removal by Suction Ears audiologists using microsuction. By attending consultation with our clinician, your consent for examination and treatment is implied. Consent for treatment of minors, the intellectually disabled or others not considered legally competent to make decisions on their own behalf, will be obtained from a parent, guardian or attorney (as appropriate) who must be in attendance at time of consultation or provide written consent if unable to attend.

Complications of ear wax removal with micro suction are uncommon. Possible complications, side-effects and material risks inherent in the procedure include:

• Incomplete removal of ear wax, requiring return visit (for severely impacted wax)
• Trauma including canal trauma, perforation of the ear drum and minor bleeding
• Discomfort
• Increased tinnitus
• Hearing Loss
• Vertigo and Nausea

Our Registered Audiologists are accredited in ear and hearing health, and trained in aural care training, specifically in microsuction for ear wax removal. The procedure is performed under direct visualisation using microscopic vision via specialised headlamps.

To ensure the risk of complication is minimised, it is essential that accurate past medical history is supplied to our clinicians. In addition, it is important that the patient remains relatively still during the procedure as sudden movement may significantly increase the risk of Ear Drum Perforation, Permanent Hearing Loss and/or Bleeding.

Payment Terms

Suction Ears uses Square Payment Systems. All data is encrypted and meets Level 1 PCI Data Security Standards. Square Payment Systems complies with the Payment Card Industry Data Security Standard (PCI DSS). This enables easy and secure online, over the phone and in-person payments. Your credit card details are not stored. Our clinicians do not hold cash at the clinic. A deposit of 50% is required to secure your booking. There is no refund to the deposit should a cancellation be notified within 24 hours of the appointment. However, if an appointment is cancelled within 24 hours of the appointment schedule, a full refund would apply.

All receipts or invoices from Suction Ears are electronic, and emailed to the email address you have supplied to us. If you would like to receive a hard copy of any receipt, this can be arranged on request and posted to your mailing address.

Covid-19 Vaccination Policy

It is a condition of service treatment that you agree to comply with the Suction Ears Covid-19 Vaccination Policy.

(Link to Covid-19 policy)

Refund Policy

Our clinicians spend time with you to educate about ear hygiene, assess and clean your ears. Assessment requires using gloves and masks and cleaning of the examination room afterwards. For this reason, Suction Ears does not provide any refunds (unless cancelled 24 hours prior to the appointment – refer to our Booking and Cancellation Policy

Your treating clinician is trained to recognise symptoms and signs that may indicate your ear issue is more than wax. If you have no earwax or minimal earwax, recommendation to see your GP and / or an Ear Nose and Throat Specialist may be made. This is an extremely important service that is provided and does not attract a refund. Instead, you would be charged our standard consultation fees (at our private or concession rates whichever is applicable).  

Cancellation Policy

We understand that sometimes you need to change your schedule and we ask that you:

• Give us 24 hours’ notice so we can let someone else into your time slot.
• If less than 24 hours’ notice is given, there will be no refund to your deposit.
• If you cancel, or are cancelled, due to Covid-19 reason, you may choose to rebook if you meet our Covid-19 Vax policy requirements or request a refund unless the cancellation is due to a misrepresentation of your vaccine status.

Privacy Policy

Suction Ears adheres to the National Privacy Principles outlined in the Privacy Act 1988 and other relevant laws concerning the handling of personal information by health service providers. We are committed to complying with all privacy laws governing how we collect, use, disclose, and store your personal information.

This Condensed Privacy Statement provides a brief overview of how Suction Ears manages your personal information.

For our full Privacy Policy, click here or write to us at Suction Ears for more information.

Suction Ears collects personal information to provide healthcare services and related functions, such as:

• Ensuring safe and effective service delivery
• Managing administrative tasks
• Overseeing clinic operations, including risk management and quality assurance
• Educating staff
• Maintaining medical records as required by our policies and laws
• Other legal purposes

Your personal information may be shared between Suction Ears facilities to coordinate your care. We typically collect personal information directly from you but may obtain it from others with your consent.

We will not use or disclose your personal information for any other purposes unless:

• You have consented
• The use or disclosure is related to providing healthcare and is expected
• We have informed you of such disclosure
• Required or permitted by law

You have the right to access and request amendments to your personal information in your health record if you believe it is inaccurate.