HearUBetter Ltd Website: https://www.hearubetter.co.uk
Clinic: 33 Leathers Lane, Halewood, Liverpool, L26 0TR
Last updated: 1 October 2026
1. Who We Are: HearUBetter Ltd is an independent audiology and ear care clinic based in Halewood, Liverpool. We provide professional earwax removal, hearing assessments, ear health checks and independent hearing advice. We are committed to protecting your personal information and respecting your privacy. This Privacy Policy explains how we collect, use, store and protect your personal data when you visit our website, book an appointment, attend our clinic or communicate with us. Company Details: Registered Company Name: HearUBetter Ltd; Company Registration Number: 14865010; Registered Office: 9, Haresfinch Close, Halewood, Liverpool, L26 6BH.Clinic Address: 33 Leathers Lane, Halewood, Liverpool, L26 0TR. Website: www.hearubetter.co.uk . ICO Registration Number: C1429883. For all data protection enquiries, please contact: Data Protection Contact – HearUBetter Ltd. Email: info@hearubetter.co.uk
Telephone: 07396 754 993
Address: 33 Leathers Lane, Halewood, Liverpool, L26 0TR. Throughout this policy, the terms "we", "us" and "our" refer to HearUBetter Ltd.
2. What Personal Data We Collect. We may collect and process the following categories of personal information.2.1 Identity and Contact Information: Full name and title.Date of birth.Home and postal address.Email address.Telephone and mobile numbers.Emergency contact details, where relevant.2.2 Health and Medical Information (Special Category Data): As an audiology and ear care provider, we may need to collect sensitive health information to provide safe and appropriate clinical care. This may include: Medical history relevant to hearing and ear health. Hearing test results and audiograms.Ear health examination findings.Video-otoscopy images, where applicable.Earwax removal treatment records.Symptoms relating to hearing loss, tinnitus and ear discomfort.GP, ENT consultant and other healthcare professional details, where provided.Clinical observations and consultation notes.Treatment recommendations and follow-up records. We treat health information as special category personal data and apply additional safeguards to protect its confidentiality.2.3 Financial and Transaction Information. Where applicable, we may collect: Payment and transaction records. Purchase history and invoices.Billing information.Payment confirmation details. We process payment card information through our secure payment provider. We do not retain full payment card details in our clinical records or on our website.2.4 Technical and Website Usage Information. When you visit our website, we may collect: IP address. Browser type and version.Device information and operating system.Pages visited and time spent on our website.Website navigation and interaction information.Cookie and analytics information, subject to your preferences.
3. How We Collect Your Personal Data. We collect personal information through several methods, including: Direct interactions: When you contact us by telephone, email, WhatsApp, through our website or in person. Online appointment bookings: When you book, amend or cancel an appointment through our online booking platform.Website forms: When you complete contact forms or appointment enquiries.Clinical consultations: During ear health examinations, microsuction earwax removal, hearing assessments and other audiological consultations.Automated technologies: Through cookies, analytics services and other website technologies, subject to applicable consent requirements.Third parties: Where appropriate, we may receive relevant information from healthcare professionals or other organisations involved in your care, where legally permitted.
4. Why We Process Your Personal Data and Our Lawful Bases. We only collect and process personal information where we have a valid legal basis under applicable UK data protection legislation. We use your information for the following purposes.4.1 Providing Healthcare Services. We process personal information to: Manage appointment bookings. Carry out ear health examinations. Provide microsuction earwax removal. Conduct hearing assessments. Maintain accurate clinical records. Provide clinical advice and recommendations. Arrange follow-up appointments. Communicate with you regarding your care. Our lawful basis may include taking steps at your request before entering into a contract and performing a contract. For health information, we identify and rely on an appropriate special category condition under Article 9 of the UK GDPR, including the health or social care condition where its requirements are met.4.2 Legal and Professional Obligations: We may process and retain information to: Meet applicable healthcare and professional requirements. Maintain appropriate clinical records. Comply with tax and accounting obligations. Respond to lawful requests from regulatory authorities. Meet our legal and insurance obligations. Our lawful basis is legal obligation where applicable.4.3 Legitimate Interests. We may process certain personal information where necessary for our legitimate business interests, provided these interests do not override your rights and freedoms. These purposes may include: Responding to enquiries. Improving our services and patient experience.Managing our business operations.Monitoring website performance. Preventing fraud and protecting our systems. Maintaining the security of our website.4.4 Consent. We may rely on your consent for certain activities, including: Sending promotional emails and marketing communications. Using non-essential cookies and analytics technologies.Other optional activities where consent is required. You may withdraw your consent at any time.4.5 Health Information. Health information is classified as special category personal data under UK data protection law. We process this information only where we have identified an appropriate Article 6 lawful basis and an applicable Article 9 condition, together with any additional requirements under the Data Protection Act 2018. This may include processing necessary for the provision of health or social care services by a health professional, subject to the relevant legal and confidentiality requirements.
5. Who We Share Your Personal Data With. We respect the confidentiality of your personal information. We do not sell, rent or trade your personal data to third parties for their own marketing purposes. However, we may share relevant information with trusted third parties where necessary to provide our services or meet our legal obligations.5.1 Service Providers These may include: Online booking and practice management providers: To manage appointments, patient information and clinical records.Payment providers: To process payments securely.Email and communication providers: To send appointment confirmations, reminders and other relevant communications.Website hosting providers: To maintain and operate our website.Google: Where applicable, to provide website analytics and performance reporting. We require relevant service providers to protect personal information and process it in accordance with applicable data protection requirements. The specific providers used by HearUBetter will be identified where appropriate.5.2 Healthcare Professionals. Where necessary and legally permitted, we may share relevant clinical information with your GP, ENT consultant or other healthcare professionals involved in your care. We will normally seek your agreement before sharing confidential clinical information for referrals or other purposes, unless another legal justification applies.5.3 Legal and Regulatory Authorities We may disclose personal information where required by law or where necessary to comply with a valid legal or regulatory request.
6. International Data Transfers. We aim to ensure that your personal information is stored and processed securely. Some of our website, hosting, booking and communication service providers may process or store personal information outside the United Kingdom. Where personal data is transferred internationally, we will ensure that an appropriate legal transfer mechanism and safeguards are in place, as required by UK data protection legislation. These safeguards may include UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, where applicable.
7. How Long We Retain Your Personal Data. We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected and to meet our legal, professional and regulatory obligations. Our retention periods will depend on the nature of the information and the reason for processing it. Our proposed retention arrangements are:Clinical records: Normally a minimum of seven years following the last appointment, subject to applicable professional guidance and legal requirements. Financial records: In accordance with applicable HMRC and accounting requirements.Marketing information: Until you withdraw consent or unsubscribe, subject to any necessary suppression records.Website analytics: In accordance with the retention settings of the relevant analytics provider. When information is no longer required, it will be securely deleted, anonymised or otherwise disposed of.
8. Your Data Protection Rights. Under UK data protection legislation, you have several rights regarding your personal information. These include: Right of Access: You can request a copy of the personal information we hold about you. Right to Rectification: You can ask us to correct inaccurate or incomplete information. Right to Erasure: You can request the deletion of your personal information in certain circumstances. However, we may need to retain clinical records to meet legal and professional obligations. Right to Restrict Processing: You can request that we restrict the use of your personal information in certain circumstances. Right to Data Portability: You may request a copy of certain personal information in a structured, commonly used and machine-readable format. Right to Object: You can object to certain types of processing, including processing based on legitimate interests and direct marketing. Right to Withdraw Consent: Where we rely on your consent, you can withdraw it at any time. To exercise any of these rights, please contact us using the contact details in Section 1. We will normally respond within one month of receiving your request. In certain circumstances, this period may be extended in accordance with applicable law. There is normally no charge for exercising your rights. However, we may charge a reasonable fee or refuse a request where it is manifestly unfounded or excessive, as permitted by law.
9. Cookies and Website Analytics Our website uses cookies and similar technologies to improve website functionality, understand visitor behaviour and enhance your browsing experience. Cookies are small text files stored on your device when you visit a website.9.1 Types of Cookies Essential Cookies: These cookies are necessary for the basic operation and security of our website. They may support website navigation, security and form functionality. Analytics Cookies: Where you provide consent, we may use Google Analytics 4 (GA4) to understand how visitors interact with our website. This may include information about: Pages visited. Time spent on individual pages.General geographical location.Website traffic sources.Browser and device information.Website interactions. Marketing Cookies: Where implemented and where you have given the required consent, marketing cookies may be used to measure advertising performance and support relevant advertising activities.9.2 Managing Your Cookie Preferences. You can manage your cookie preferences through our website's cookie consent banner or cookie settings facility. You can also control cookies through your browser settings. Please be aware that disabling certain cookies may affect some website functionality. Non-essential cookies will only be activated where the necessary consent has been obtained.
10. Google Analytics 4. Our website may use Google Analytics 4, a web analytics service provided by Google, to understand how visitors use our website. Google Analytics may collect information such as: Website page views and interactions. General geographical information.Browser and device details.Language preferences.Visit duration.Referral sources.Cookie identifiers and shortened IP-related information. Google uses this information to provide website usage reports and analytics services. Google Analytics will only be activated after you provide the required consent through our cookie consent mechanism. You can change or withdraw your cookie consent at any time through the website's cookie settings. For further information, please refer to: Google Privacy Policy:
https://policies.google.com/privacyGoogle Analytics Information:
https://support.google.com/analytics/
11. Google reCAPTCHA and Website Security. We may use Google reCAPTCHA on website forms to protect against spam, automated submissions and malicious activity. This service may analyse certain technical and behavioural information, such as: IP address. Browser and device information.Website interactions.Mouse movements.Date and time of access. The purpose is to help distinguish genuine visitors from automated programmes and protect our website and enquiry forms. Where applicable, we rely on our legitimate interests in protecting our website, preventing abuse and maintaining security. Further information is available in Google's Privacy Policy:https://policies.google.com/privacy
12. Website Hosting and Technical Analytics: Our website hosting provider may collect limited technical information to maintain website security, monitor performance and identify technical issues. This information may include: IP address or a shortened or pseudonymised version. Browser type.Operating system.Website access times. Pages visited. Technical website usage information. Where such information is processed for website performance and security, we will ensure an appropriate lawful basis and suitable safeguards are in place.
13. Marketing Communications: We may send you information about our services, special offers, clinic updates and relevant hearing health information where you have provided the required consent or where another permitted basis under applicable marketing legislation applies. We will not send you unsolicited promotional communications where consent or another valid legal permission is required but has not been obtained. You can unsubscribe at any time by: Clicking the unsubscribe link in a marketing email. Contacting us using our business email address.Calling us on 07396 754 993. Please note that withdrawing marketing consent will not affect essential service communications, such as appointment confirmations, appointment reminders or important information relating to your treatment.
14. Data Security. At HearUBetter, we take the protection and confidentiality of your personal information seriously. We implement appropriate technical and organisational measures designed to prevent personal data from being lost, misused, accessed without authorisation, altered or disclosed improperly. These measures may include: Secure access controls and password protection. Encryption where appropriate.Secure systems for storing clinical records.Restricted access to confidential patient information.Regular software and security updates.Appropriate staff confidentiality and data protection procedures.Use of reputable third-party service providers. Although we take reasonable steps to protect your information, no method of electronic storage or internet transmission can be guaranteed to be completely secure.
15. Confidentiality of Clinical Information. We recognise that information relating to your hearing, ear health and medical history is private and confidential. Our audiology services are delivered with respect for patient confidentiality and professional responsibilities. We only access, use or disclose your clinical information where necessary for your care, where legally required or where another appropriate legal justification applies. We take reasonable steps to ensure that patient information is accessible only to authorised individuals who require it for legitimate purposes.
16. Changes to This Privacy Policy. We may update this Privacy Policy from time to time to reflect changes in our services, business operations, technology or applicable data protection legislation. Any significant changes will be published on our website. We recommend reviewing this page periodically to remain informed about how we protect your personal information. The latest revision date will always be displayed at the beginning of this policy.
17. Complaints and Concerns: If you have any concerns about how HearUBetter handles your personal information, we encourage you to contact us first. We will investigate your concerns and make reasonable efforts to resolve any issues. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent supervisory authority responsible for data protection. Information Commissioner's Office (ICO)Website: https://ico.org.uk/
Telephone: 0303 123 1113
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
18. Contact Us: If you have any questions about this Privacy Policy, your personal information or how we handle your clinical records, please contact us.HearUBetter Ltd, 33 Leathers Lane
Halewood
Liverpool
L26 0TR
Website: https://www.hearubetter.co.uk
Telephone: 07396 754 993, Official HearUBetter email: info@hearubetter.co.uk

HearUBetter – Hear Better, Live Better.