Terms & Conditions

Last Updated: 06/06/2025

Welcome to Echo Hearing! These terms and conditions outline the rules and regulations for the use of the Echo Hearing website.

By accessing this website/app we assume you accept these terms and conditions in relation the use and purchase. Do not continue to use Echo Hearing if you do not agree to all of the terms and conditions stated on this page.

Our Terms and Conditions

These terms govern your use of the https://hearwithecho.com and your relationship with Echo Hearing. Please read them carefully before ordering any services or accompanying hearing aids from us. If you are a consumer, you have certain legal rights when you order hearing aids or services. These rights are not affected by these terms, which apply in addition to them and do not replace them. You can find more information about these rights here.

If you do not agree to these terms please do not use the Site and do not order anything from us.

How to contact us

We are a company registered in England and Wales with our registered office at 25 Queen Street, Derby, DE1 3DS. We provide support services for the use of hearing aids (provision of hearing aids is included in the services). Our trading name is Echo Hearing.

You can contact us by calling 0800 088 5797 or by e-mail to support@hearwithecho.com (the Contact Information).

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us.

General

Your use of the Site and all purchases made on the Site will be governed by these terms and conditions. Our website is solely for the promotion of our services in the UK & Ireland. Unfortunately, we do not accept orders from addresses outside the UK & Ireland.

In order to request services you must create an account (the Account). You confirm that all information provided to us in the creation of your Account is correct and you agree to ensure that the information is accurate at all times. You are responsible for keeping your Account information confidential and you will be responsible for all activities and orders that occur or are submitted using your Account. If your login information falls into the wrong hands, it is your responsibility to contact us immediately.

The Site is not for use by anyone under the age of 16. By placing an order through our Site, you confirm that you are at least 16 years old.

Updates to these terms

We may update these terms and conditions from time to time and any changes will be notified to you via the e-mail address associated with your Account. The changes will apply to the use of the Site and Services after we have given notice. If you do not wish to accept the new terms you should not continue to use the Site or Services. If you continue to use the Site after the date on which the change comes into effect, your use of the Site or Services indicates your agreement to be bound by the new terms.

Ordering and prices

All prices are displayed in GBP and include any VAT payable unless otherwise stated.

The price for the services shall be a recurring monthly fee as displayed on the Site for the relevant package you have ordered.

Before placing an order with us, you will need to be diagnosed by a UK registered audiologist and share the medically certified audiogram with us via email / or have completed a hearing test via insitu audiometry

Upon completion of your order, we will confirm the order by e-mail to the e-mail address you provided when ordering or the e-mail address associated with your Account. If you have not received your notification from us, or if you have other questions, please contact our customer service team using the Contact Information.

Your order is an offer to buy from us according to these terms and conditions. Our acceptance of your order will take place when we send you an invoice or dispatch receipt, at which point a contract will come into existence between you and us. At any point up until then, we may decline to supply all or some of the services to you or make any changes to your order that we deem necessary.

If you need to change an order, please contact our customer service team using the Contact Information. In urgent cases, it is best if you contact us by phone for the fastest possible handling. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Information on the hearing aids

As provision of hearing aids is included in our services, the information about the hearing aids contained on our Site has been published in good faith and we will do our best to ensure that it is accurate. However, it may occasionally be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where information is incorrect due to an error or circumstances beyond our control, we reserve the right not to accept your order for the affected services, or if your order has already been accepted, not to supply the affected hearing aids to you. We will notify you if this is the case and will not charge you for the services.

The images of the hearing aids on our website are for illustrative purposes only. The hearing aids you receive after ordering the services and the packaging of it may vary from that shown in images on our website.

We may change the hearing aids to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the hearing aids.

Payment

We accept the following payment methods through Shopify:

Visa
Mastercard

You can also pay using the invoices that we send to you. Please note the terms of the invoices that we send to you will apply to your payment.

You must make payment(s) in accordance with the dates and frequency as notified to you during the order process.

If you do not pay us for the services when you are supposed to and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us all outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not charge you for the services during the period for which they are suspended.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank plc from time to time, but at 4% a year for any period when that base rate is below 0%. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount.

If you do not make any payment to us by the due date we may demand that you immediately return, at your own expense, the hearing aids to us. If you fail to return the hearing aids, we shall be entitled to charge you for the sale price of the hearing aid.

Delivery of the hearing aids

The delivery time depends on whether the hearing aids are in stock and which of our delivery partners will deliver it. The delivery partners' expected delivery times will be stated at the checkout before you make your purchase. We will e-mail you with your invoice when your hearing aids are dispatched. If the hearing aids are unavailable or replaced by a substitute, it will be stated on the invoice.

We will always try to deliver the hearing aids in the agreed time but we will not be liable if we fail to do so in part or in full due to circumstances beyond our control. If your delivery is being handled by one of our transport partners, we ask that you contact the transport partner directly for questions about your delivery or shipping.

We will attempt delivery at the address you provide to us when you place your order. If no one is available at your address to take delivery and the hearing aids cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect them from a local depot. If you do not collect them from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and charge you administrative and delivery costs that we have incurred.

Provision of services

We offer you support services for your use of hearing aids. The hearing aids are supplied by us as part of our services and are manufactured by a third party. Our support services are solely provided online. In the interest of clarity, the hearing aids are not sold to you. Instead, the hearing aids remain owned by us. Rather, we provide you with services that support your use of hearing aids. Hearing aids are provided to you under a revocable, non-transferable, conditionally-exclusive, worldwide licence. We do so in good faith as a gesture of good will, complementing our service offering.

You will need to be diagnosed by a UK registered audiologist and be provided with a medically certified audiogram or complete an in situ audiometry virtual test with an audiologist before ordering our services. The audiogram is required to be supplied to us for the purpose of programing the hearing aids which are tailored to your needs. After you receive your hearing aids, our services focus on the adjustments of the hearing aids according to your needs and feedback. Requests for such adjustments or reports of issues can be made via email or call.

We will supply the services to you until the subscription expires or one of the parties ends the contract.

The term of the services is as displayed on our Site and selected by you when placing an order, subject to amendments by us based on relevant circumstances. The length of the contract and information on deposit will be specified on our Site and at the check-out.

We will also tell you during the order process when and how you can end the contract.

Returns

You may request repairments on and exchange any defective hearing aids. If you receive defective hearing aids, you must notify us as soon as possible after receiving them.

To return the defective hearing aids, please post them to [return address]. We aim to repair or exchange your hearing aids within 28 working days upon receiving them. Any shipping costs incurred for returning the hearing aids by you to us shall be paid by you and shall not be reimbursed by us.

Remember to carefully package the hearing aids you want to complain about so that it is not lost or further damaged during transport back to us. If you send the hearing aids yourself, you are responsible for the loss or damage that may occur during transport.

If you cannot show that you have returned the hearing aids to us, it is deemed that they remain in your possession and use and the monthly payment shall not be affected in anyways.

Ending the contract with us

You can cancel the contract anytime you want.

To end the contract with us, please let us know by contacting our Customer Service team using the Contact Information. If you cancel the Contract and return the hearing aids within 60 days from the date of the order of the services, no cancellation fee will be incurred by you, nor will we provide a refund for any fees paid by you. Any cancellation by you on or after the first 60 days will result in a cancellation fee which shall be paid by you to us to cover the costs of supplying the hearing aids. The cancellation fee shall be equivalent to the sale price of the hearing aids accompanying your order which will be displayed at cancellation. As a rough guide, we estimate the cancellation fee to be either £500, £800 or £1,200, depending on the hearing aids that we supplied you with.

The hearing aids are required to be returned and shall be returned in secured packages upon cancellation or termination of the contract. If the hearing aids are lost or damaged during transit, you are responsible for compensating us the amount to cover the sale prices of the hearing aids. If you cannot show that you have returned the hearing aids to us, it is deemed that they remain in your possession and you shall be invoiced for the sale price of the hearing aids. Such invoices should be paid within 14 days of the receipt by you.

Payment of refunds

No refund shall be issued on cancellation unless it is a surplus advance payment for the services after the cancellation fee has been deducted.

If you are entitled to a refund under these terms we will refund you by the method you used for payment. However, we may make deductions from the price in accordance with these terms.

We will make any refunds due to you within 14 days of your telling us you have changed your mind.

Our rights to end the contract

We may end the contract at any time by writing to you if:

you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services;
you do not, within a reasonable time, allow us to deliver the hearing aids to you; or
you are in material breach of any of these terms.

If we end the contract in the situations set out above we will refund any money you have paid in advance for the months of services we have not provided but we may deduct or charge you for reasonable compensation for the net costs we will incur as a result of your breaching the contract.

We may write to you to let you know that we are going to stop providing the services. We will let you know at least 14 days in advance of our stopping the supply of the services and will refund any sums you have paid in advance for services which will not be provided.

If something is wrong with your order

If you have any complaints, we recommend that you contact our customer services team using the Contact Information and we will work hard to find a solution for you.

You have a legal right to receive services which are provided with reasonable care and skill. If you believe that the services provided to you do not comply with these legal rights, please let us know by contacting our customer services team using the Contact Information as soon as possible so that we can attempt to remedy the error in the appropriate way.

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services (as in the terms summarised above).

Subject to the previous exclusions, we are not responsible for any loss or damage that you suffer as a result of your own breach of these terms, or as a result of any IT hardware or software failure other than a failure in our Site.

Availability of the Site

Although we aim to offer you the best service possible, we make no promise that the services on the Site will meet your requirements. We cannot guarantee that the Site will be fault free. If a fault occurs in the Site, you should report it to our customer services team and we will attempt to correct the fault as soon as we reasonably can.

Your access to the Site may occasionally be restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the Site or relevant as soon as we reasonably can.

Suspension of your Account

You may not use our Site or services in any way that breaches any applicable local, national or international law or regulation. You agree not to access without authority, interfere with, damage or disrupt any part of our Site or any network or equipment used in the provision of our services.

We may suspend or cancel your Account or access to the Site immediately at our reasonable discretion or if you breach any of your obligations under these terms.

The suspension or cancellation of your Account and your right to use the Site shall not affect either party's rights or liabilities.

Links to third party sites

Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.

Our trading name is Creative Business Solutions T/A Echo Hearing.

Intellectual Property Rights

We are the owner of or the licensee of all intellectual property rights in our Site and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.

Force majeure

We will not be liable by reason of any failure or delay in the performance of our obligations on account of events beyond our reasonable control, which may include denial-of-service attacks, a failure by a third-party hosting provider or utility provider, strikes, shortages, riots, fires, acts of God, war, terrorism and government action.

Cookies and similar techniques

We use cookies and similar technology on our website. Read more about our use in our cookie policy, which is available.

Personal data and information

When you shop and complete orders with us, you need to provide personal information so that we can handle your order. You can read more about how we process your personal data in our privacy policy.

Miscellaneous

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If you breach these terms and we ignore this or delays in enforcing these terms, we will still be entitled to exercise its rights and remedies at a later date or in any other situation where you breach these terms.

These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.