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Booking Terms & Conditions

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

Consent to Treatment

Oral consent is sufficient for removal of ear wax by Clear Ears nurses using micro suction and curette technology. By attending consultation with our nurse, 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 and curettage 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 Nurses have completed the Course in Aural Care training for Ear Wax Removal using micro suction and curettage. The procedure is performed under direct visualisation using microscopic vision via specialised glasses called loupes.

To ensure the risk of complication is minimised, it is essential that accurate past medical history is supplied to our nurses. 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

Clear 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 secure and easy online, over the phone and in person payments (at some clinics). Your credit card details are not stored. Our Nurses do not hold cash at the clinic. Whilst we do require payment at 48 hours prior to your appointment, should you cancel your booking and not wish to rebook the appointment a reversal of your payment will be made within 5 working days subject to our cancellation policy. (See below)

All receipts or invoices from Clear 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 Clear Ears Covid-19 Vaccination Policy.

Refund Policy

Our Healthcare Professionals spend time with you to educate about ear hygiene, assess and clean your ears. Assessment requires using gown, gloves and masks and cleaning of the examination room afterwards. For this reason Clear Ears does not provide any refunds. If you have no earwax or minimal earwax your will be provided with a fully transferable Voucher which entitles you, a friend or family member to one free service appointment, valid for 12 months from date of issue.

A proportion of people will have significant wax build up or very hard wax that requires further softening. In both instances it may not be possible to completely clear your earwax in a single appointment. A second follow up appointment at a 50% discount will be arranged. If a third appointment is required, the fee for that third appointment is waived. There is no refund for initial appointments in these circumstances. This is more likely with a first-time visit. Education regarding ear hygiene and scheduled maintenance ear cleaning reduces but does not eliminate the potential need for follow up appointments.

Your treating Healthcare Professional is trained to recognize symptoms and signs that may indicate your ear issue is more than wax. Recommendation to see your GP and / or a Ear Nose and Throat Specialist may be made. This is an extremely important service that is provided and does not attract a refund. On occasion, where this assessment is made quickly a partial refund or Voucher may be offered. This is solely at the discretion of Clear Ears management team.

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 a 50% fee may be charged

  • If you do not attend or give notice of cancellation of your appointment we hold the right to charge you the full amount of the service booked

  • 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

Clear Ears Australia Pty Ltd ATF Clean Ears Unit Trust (Clear Ears) is bound by the National Privacy Principles under the Privacy Act 1988 and other relevant laws about how private health service providers handle personal information. We are committed to complying with all applicable privacy laws which govern how Clear Ears collects, uses, discloses and stores your personal information.

This Condensed Privacy Statement sets out in brief how Clear Ears will handle your personal


For a copy of our full Privacy Policy click here or telephone Clear Ears and ask to speak with our Privacy Officer. You can also write to our Privacy Officer to request more information.

Clear Ears will collect your personal information for the purpose of providing you with healthcare and for directly related purposes. For example, Clear Ears may collect, use or disclose

personal information:

  • To provide you with safe and effective service;

  • To manage our administrative functions;

  • To manage our clinics, including processes relating to risk management,

  • Quality assurance and accreditation activities;

  • For the education of staff;

  • To maintain medical records as required under our policies and by law; or

  • For other purposes required or permitted by law.

Personal information may be shared between Clear Ears facilities to coordinate your care. Clear Ears will usually collect your personal information directly from you, but sometimes may need to collect it from someone else (for example, a relative). We will only do this if you have consented.

We will not use or disclose your personal information to any other persons or organisations

for any other purpose unless:

  • You have consented;

  • The use or disclosure is for a purpose directly related to providing you with healthcare and you would expect us to use or disclose your personal information in this way;

  • We have told you that we will disclose your personal information to other organisations or persons; or

  • We are permitted or required to do so by law.

You have the right to access your personal information in your health record. You can also request

an amendment to your health record should you believe that it contains inaccurate information.

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