Our hearing care club

Our hearing care club is the best way to maintain your hearing health. You can sign up at any time, even if you haven’t purchased your hearing technology from us*. We have three tiers which offer varying degrees of cover to suit your lifestyle.

There is no commitment to our hearing care club and you can cancel at any time, but if you do stop your payments you can not re-subscribe unless you upgrade your hearing devices.

*Please note, you will need an intake appointment if you purchased your hearing aids from elsewhere. We can not support NHS hearing aids.

Terms and Conditions for Hearing Care Club

Last Reviewed: 05/01/2025

These Terms and Conditions (“Agreement”) govern your membership in the Whitstable Hearing Care Club (“Club,” “Plan,” “Membership”) and outline the agreement between Whitstable Hearing (“We,” “Us,” “Our”) and you (“You,” “Your,” “Member”).

By signing up for the Hearing Care Club, you agree to be bound by this Agreement.

1. Definitions

“Plan”: Refers to the specific tier of membership you have subscribed to (e.g., Blue, Gold, Platinum).

“Perks”: The services and allowances included in your chosen Plan, as detailed on our website and in your membership summary.

“Membership Year”: A 12-month period commencing on the date your membership starts and renewing annually on that anniversary.

“Hearing Aid”: The specific hearing aid(s) registered to the Plan.

“Repair Appointment”: An appointment to address a fault with the hearing aid’s hardware or internal function that is not caused by user error, poor maintenance, or blocked filters. Examples of a genuine repair include (but are not limited to): a faulty receiver, broken receiver cable, connectivity issues with a phone, hearing aids not charging, a hearing aid battery dying quickly, or if the hearing aid is distorting or its output is weak.

“Standard Maintenance”: Services including, but not limited to, diagnostic testing, professional cleaning, replacement of domes, replacement of microphone filters, or replacement of blocked wax guards.

2. Membership & Term

2.1. Membership in the Club is a rolling monthly commitment, unless an upfront annual or multi-year term is purchased.

2.2. Your membership and this Agreement begin on the date of your first payment and continue either month-to-month or for the fixed term paid for, until cancelled by either party in accordance with Section 6.

2.3. The monthly fee for your chosen Plan is charged per person and covers the associated aftercare services for either one or two hearing aids registered to you under the Plan.

2.4. Hearing Aids from Other Providers: This Plan covers only the hearing aid(s) registered to your membership at its commencement. If you purchase new hearing aids from another provider, they will not be automatically covered by this Plan. An intake fee will be required to assess and add new hearing aids to your Plan, subject to our approval.

3. Payments

3.1. Payment Methods:

* Monthly: Rolling monthly membership fees must be paid via Direct Debit only.

* Upfront Annual: You may pay for one (1) full year of membership in advance.

* Upfront 5-Year Offer: You may purchase five (5) years of membership upfront for the price of four (4) years.

3.2. Payment Failure: For monthly (Direct Debit) plans, failure to make a due payment may result in the immediate suspension or cancellation of your membership and all associated Perks.

3.3. Fee Adjustments: We reserve the right to review and adjust monthly membership fees. We will provide you with at least thirty (30) days’ written notice of any price changes. Fee adjustments will not apply to any membership term paid in full upfront until that term’s renewal date.

4. Perks and Services

4.1. Your entitlement to Perks is determined by your chosen Plan level.

4.2. All Perks and service allowances (e.g., “Audiologist appointments,” “Repair Appointments,” “Discounted sundries”) are valid for one (1) Membership Year.

4.3. Service allowances (such as “Audiologist Appointments,” “Repair Appointments,” etc.) reset at the start of each new Membership Year. Unused appointments or service allowances from a Membership Year do not roll over into the next Membership Year.

4.4. With the exception of the accrued loyalty discount (see 4.5), Perks have no cash value, are non-transferable, and cannot be redeemed for a cash equivalent or refund.

4.5. Loyalty Discount Exception: As a reward for loyalty, members may accrue a discount towards their next hearing aid purchase for each continuous Membership Year completed. This discount is the only perk that accrues and rolls over annually. Specific discount rates are detailed in your Plan summary.

5. Scope of Services & Exclusions

5.1. “Repair Appointments” vs. “Standard Maintenance”:

* Repair Appointments: As defined in Section 1, these appointments are for true manufacturing faults and are covered as per your Plan’s Perks.

* Standard Maintenance: As defined in Section 1, this includes services like professional cleaning, or addressing issues from user error, poor maintenance, blocked wax guards or filters, or blocked domes. Standard Maintenance is not a Repair Appointment.

5.2. Charges for Standard Maintenance:

* All Standard Maintenance services are chargeable at our standard rates.

* Alternatively, you may use one of your Plan’s appointment allowances to cover the cost:

* Audiologist Appointment: If your Plan includes an allowance for “Audiologist Appointments,” you may book with an audiologist and use one (1) of those appointments from your annual allowance to cover the service cost.

* Assistant Appointment: If your Plan includes an allowance for “Assistant Appointments,” you may book with an assistant and use one (1) of those appointments from your annual allowance to cover the service cost.

* Once your relevant appointment allowances are exhausted, or if your Plan does not include them, all subsequent Standard Maintenance services will be chargeable.

6. Cancellation

6.1. Cancellation by You (Monthly Plans): You may cancel your rolling monthly membership at any time. Cancellation is effective immediately upon notifying us, and all Perks and services will end at that time.

6.2. Cancellation (Upfront Plans): Memberships paid in full upfront (Annual or 5-Year Offer) are non-refundable and cannot be cancelled for a partial refund during the paid term.

6.3. Cancellation by Us for Breach: We may cancel your membership immediately and without notice if you breach this Agreement, including (but not limited to) failing to make your monthly payment.

6.4. Cancellation by Us for Other Reasons: We reserve the right to cancel your membership at our sole discretion for any reason. In such an event, we will provide you with at least thirty (30) days’ written notice.

6.5. Effect of Cancellation: Upon the effective date of cancellation, your membership is terminated. This immediately revokes all rights to any further appointments, services, or unused Perks under the Plan (excluding any accrued loyalty discount as per section 4.5).

6.6. Cancellation due to Business Closure, Bankruptcy, or Administration: In the event that Whitstable Hearing ceases to trade, goes into administration, or enters bankruptcy, all Hearing Care Club memberships will be terminated immediately. All services and Perks associated with the Plan will be revoked. No further payments will be taken from monthly (Direct Debit) members. Memberships paid in full upfront (Annual or 5-Year Offer) are non-refundable and will terminate without entitlement to a refund for the remaining term.

7. Rejoining Policy

7.1. Once your membership in the Hearing Care Club is- cancelled, you are not permitted to rejoin the Club at a later date.

7.2. This policy is to ensure fairness to all members who maintain their ongoing commitment to the Plan.

7.3. Rejoining the Hearing Care Club will only be permitted under one of the two following, strict conditions:

* Condition 1: You purchase new hearing aids from Whitstable Hearing. You may then start a new membership for those specific aids.

* Condition 2: You agree to make a single back-payment equal to the total monthly membership fees for the entire period between your cancellation date and your desired re-joining date.

8. General

8.1. We may amend these Terms and Conditions from time to time. We will provide you with reasonable notice of any significant changes.

8.2. Your personal data will be managed in accordance with our Privacy Policy (available on our website) and relevant data protection laws.

8.3. This Agreement shall be governed by and construed in accordance with the laws of England and Wales.