Terms and Conditions

The Hearing Healthcare Centre Loyalty Programme is operated by Hearing Healthcare Centre Limited (“HHC”, “we”, “us” or “our”).

Participation in the programme is subject to these Terms and Conditions.

Where an individual loyalty plan contains additional conditions, those conditions apply alongside these Terms and Conditions. If there is a conflict, the specific conditions of the individual plan will apply to that particular reward.

The Loyalty Programme is available to eligible HHC clients.

Membership is personal to the individual member and may not be transferred, sold, shared or combined with another person’s membership unless a particular plan expressly states otherwise.

HHC may operate some plans on an invitation-only basis.

There is no cash value attached to membership, stamps or unredeemed rewards.

Members may participate in more than one HHC loyalty plan at the same time where they meet the eligibility requirements.

Examples may include:

• Refer a Friend
• Ear Care Rewards
• Hearing Care Journey
• HHC Ambassador programmes
• other loyalty plans introduced by HHC from time to time

Each plan will explain:

• which activities qualify
• how stamps are earned
• how many stamps are required
• what reward is provided
• whether the reward expires
• any additional restrictions applying to that plan

Participation in one plan does not prevent participation in another unless specifically stated.

Stamps are awarded only for activities designated by HHC as qualifying activities.

A qualifying activity will normally be identified by the relevant appointment, service or activity recorded within HHC’s systems.

Only completed qualifying activities are eligible.

Unless expressly stated otherwise, stamps will not normally be awarded for:

• cancelled appointments
• missed appointments
• appointments that do not result in the qualifying service taking place
• duplicated activities
• activities recorded in error
• retrospective claims which HHC cannot reasonably verify

One activity may only generate the number of stamps specified by the relevant loyalty plan.

HHC reserves the right to correct stamps which have been awarded incorrectly as a result of a system, administrative or recording error.

Some loyalty plans award a monetary benefit referred to as HHC Loyalty Credit.

HHC Loyalty Credit may be earned from more than one qualifying loyalty plan.

Credits earned through different plans are cumulative and are held against the member’s loyalty account until they are redeemed or expire.

For example, a member could hold:

• £100 from a referral reward
• £250 from a Hearing Care Journey reward
• £100 from an Ambassador reward

giving a total HHC Loyalty Credit balance of £450.

A maximum of £500 HHC Loyalty Credit may be redeemed against a single purchase of a pair of hearing aids.

The £500 maximum applies to the purchase as a whole, that is, to one transaction for a pair of hearing aids. It is not £500 for each hearing aid.

This is a redemption limit, not a lifetime earning limit.

Members may continue to earn HHC Loyalty Credit after their balance reaches £500.

Where a member has more than £500 available, up to £500 may be used against the qualifying purchase of a pair of hearing aids and any remaining eligible balance will remain on the member’s account.

For example, where a member has £650 of valid HHC Loyalty Credit and redeems £500 against a pair of hearing aids, the remaining £150 will continue to be available for a future qualifying purchase, subject to the time limit for using credit, any expiry date of its own and these Terms and Conditions.

Unused HHC Loyalty Credit does not disappear merely because part of the balance has been redeemed.

Any remaining credit will roll over and remain available for a future qualifying purchase until the applicable expiry date.

Each reward retains its own original award date and expiry date.

Using part of a loyalty balance does not restart or extend the expiry period of the remaining balance.

Where credits with different expiry dates are held, HHC will normally apply the credit with the earliest expiry date first.

HHC Loyalty Credit must be used within 12 months (52 weeks) of the end of the warranty and aftercare plan on the member’s current hearing aids.

The warranty and aftercare period is normally five years from the fitting date. The period that applies to a member is the one recorded on their voucher booklet.

Once the warranty and aftercare period has ended, the member’s account shows the date by which their credit must be claimed.

Any HHC Loyalty Credit that has not been redeemed by that date expires. This includes stamps on cards in progress and completed rewards that have not been used.

Where a member purchases new hearing aids from HHC, the warranty and aftercare period of the new hearing aids applies to credit earned from then on.

Transitional arrangement: members whose warranty and aftercare period had already ended on 18 September 2026, when this time limit was introduced, have until 17 December 2026 (90 days) to use their credit, or until the end of their 52 weeks if that is later.

The time limit applies to HHC Loyalty Credit only. Service rewards, such as Ear Care Rewards stamps and rewards, are not affected by it.

Individual loyalty plans may specify an expiry period for rewards.

Where an expiry period applies, the reward must be redeemed before the stated expiry date.

Expiry relates to the individual reward, rather than the member’s entire loyalty account.

Earning a new reward does not extend the validity of an existing reward.

A reward’s own expiry date and the time limit for using HHC Loyalty Credit both apply; whichever comes first is the last date on which the reward can be used.

Once a reward has expired it cannot normally be reinstated.

HHC may consider exceptional circumstances at its discretion, but there is no automatic entitlement to an extension.

Unless a particular plan expressly states otherwise, monetary HHC Loyalty Credit is intended for use against a qualifying hearing aid purchase from HHC.

It cannot normally be exchanged for:

• cash
• bank transfer
• cheque
• gift vouchers
• cash refunds or change
• ear wax removal
• hearing assessments
• repairs
• accessories
• consumables
• earmoulds
• service or support plans
• existing outstanding invoices
• purchases already completed before the reward was earned

Individual plans may provide different rewards, such as a discounted service rather than HHC Loyalty Credit. Those rewards may only be used for the purpose stated on that plan.

HHC Loyalty Credit and loyalty rewards cannot be used in conjunction with any other discount, promotional offer, voucher, promotional code, price reduction or special offer unless HHC expressly states otherwise.

This includes discounts offered by HHC as part of a separate sales promotion.

Where more than one discount or promotional benefit could apply, the client may choose the eligible option they wish to use.

Multiple HHC Loyalty Credits may, however, be combined with each other, subject to the £500 maximum redemption against a single purchase of a pair of hearing aids.

This distinction means, for example:

• £250 Hearing Care Journey Credit + £100 Referral Credit + £100 Ambassador Credit = permitted
• £450 HHC Loyalty Credit + separate 10% promotional discount = not permitted, unless HHC has expressly authorised the combination

Unless specifically stated otherwise, HHC Loyalty Credit cannot be combined with a manufacturer-funded promotion, cashback arrangement, voucher or other third-party promotional offer where that offer prohibits combination with other benefits.

Where a manufacturer promotion permits combination, HHC may choose to allow HHC Loyalty Credit to be used alongside it.

Any such combination must be confirmed by HHC before purchase.

Some plans provide a specific service reward instead of HHC Loyalty Credit.

For example: five qualifying Ear Wax Removal appointments may generate a 50% discount on a subsequent Ear Wax Removal appointment.

Service rewards:

• cannot be converted into HHC Loyalty Credit
• cannot be exchanged for cash
• cannot normally be transferred to another person
• cannot be combined with another discount on the same service
• apply only to the service specified by the relevant plan

A service reward does not count towards the £500 HHC Loyalty Credit redemption limit.

Clients who purchase hearing aids from HHC may receive a booklet of vouchers linked to that purchase. The booklet runs for the length of the purchase contract and is shown in Your Hearing Club alongside the printed version where one was issued.

Each voucher states when it can be used. Some are available at any time during the contract, some only from a set number of months after the fitting, and some repeat at intervals. A voucher that is not used within its stated window lapses and is not carried forward.

Vouchers are personal to the purchaser, belong to one purchase, and cannot be transferred, sold or exchanged for cash. One booklet is issued per purchase; a second purchase receives its own booklet with its own dates.

A voucher is redeemed by quoting its code at reception. Where a voucher was also provided in printed form, using either copy uses the voucher.

Where the purchase to which a booklet relates is cancelled, returned or refunded, HHC may withdraw any vouchers not yet used. Vouchers do not form part of the HHC Loyalty Credit balance and do not count towards the £500 redemption limit.

Where a loyalty plan rewards referrals, the specific referral terms shown on that plan will apply.

A referral must be genuine and must meet the qualifying requirements of the relevant plan.

HHC may refuse or reverse a referral reward where:

• the referred person was already an HHC client where the plan requires a new client
• the referral has been duplicated
• more than one person claims the same referral
• the qualifying transaction is cancelled or refunded
• HHC reasonably believes that the referral has been manipulated or created primarily to obtain a reward

Where two people claim the same referral, HHC will normally rely on the person identified by the referred client or the earliest verifiable referral record.

Certain invited members may participate in HHC Ambassador programmes.

Ambassador rewards are provided for genuine qualifying participation, time or contribution.

Where participation involves feedback, a testimonial, client story, case study or similar activity, a reward is not conditional upon the member expressing a positive opinion.

HHC does not provide loyalty stamps or rewards in exchange for positive public reviews.

Where HHC Loyalty Credit has been used against a purchase which is subsequently cancelled or refunded, the loyalty element of the transaction will not be refunded in cash.

Where appropriate, the redeemed Loyalty Credit will normally be returned to the member’s loyalty account.

Restored credit will retain its original expiry date.

Where the qualifying activity which originally generated a reward is subsequently reversed, cancelled, refunded or found not to have met the eligibility criteria, HHC may withdraw the corresponding stamp, reward or credit.

Where only part of a transaction is refunded, HHC may make a proportionate adjustment to the Loyalty Credit.

Nothing in these terms affects a client’s statutory consumer rights.

Stamps, loyalty rewards and HHC Loyalty Credit:

• are not legal tender
• have no cash surrender value
• cannot be exchanged for cash
• cannot generate cash change
• cannot be withdrawn from the loyalty account
• cannot normally be transferred to another individual

Where the value of the available Loyalty Credit exceeds the qualifying purchase price, the amount redeemed will be limited to the purchase price and any remaining eligible credit will remain on the member’s account.

A loyalty reward cannot reduce the amount payable below £0.

No cash, account credit or refund will be given for unused value simply because the available reward exceeds the cost of the qualifying purchase.

Any unused HHC Loyalty Credit will instead remain available subject to the applicable expiry date.

Unless expressly stated otherwise, stamps, completed loyalty cards, rewards and HHC Loyalty Credit belong to the member who earned them.

They cannot normally be:

• transferred
• gifted
• sold
• traded
• assigned to another account
• combined with another member’s balance

This does not prevent a specific referral plan from providing separate benefits to both the referring client and the referred client.

HHC’s loyalty records will normally be treated as the definitive record of stamps, rewards and credit balances.

If a member believes a stamp or reward is missing, they should contact HHC so the relevant appointment or activity can be investigated.

Where HHC can verify that a qualifying activity was completed but was omitted because of an administrative or technical error, the account may be corrected retrospectively.

HHC may suspend or remove a member from the Loyalty Programme where there is reasonable evidence of:

• fraud
• deliberate manipulation of appointments or referrals
• duplicate accounts created to obtain additional rewards
• attempted sale or transfer of rewards
• providing false information
• abuse of the programme
• other activity intended to obtain rewards to which the person would not otherwise be entitled

Where appropriate, incorrectly obtained stamps, rewards or credits may be cancelled.

This does not affect rewards genuinely earned before an unrelated dispute unless there is a legitimate reason for them to be withdrawn.

HHC may introduce, amend, suspend or withdraw individual loyalty plans from time to time.

Changes may include:

• qualifying activities
• stamp requirements
• future reward values
• eligibility criteria
• availability of a particular plan

Where practical, significant changes will be communicated to affected members.

Changes will normally apply prospectively.

Rewards which have already been fully earned will not ordinarily be reduced solely because the reward value of a plan subsequently changes.

HHC reserves the right to close the Loyalty Programme.

If the programme is closed, HHC will provide reasonable notice wherever practicable.

Already-earned HHC Loyalty Credit and rewards will normally continue to be honoured until their existing expiry dates, subject to these Terms and Conditions.

No further stamps or rewards will be earned after the programme or relevant plan has ended.

HHC will take reasonable steps to maintain accurate loyalty records.

Temporary technical problems, system downtime or errors do not create an entitlement to stamps or rewards which would not otherwise have been earned.

Where a technical or administrative error has incorrectly added or removed a stamp, reward or credit, HHC may correct the account.

Information required to administer the Loyalty Programme will be processed in accordance with HHC’s Privacy Policy and applicable data protection legislation.

Loyalty information may include details of qualifying appointments, rewards, referrals, redemption history and loyalty account activity.

Participation in the Loyalty Programme does not require a member to consent to unrelated marketing communications.

These Terms and Conditions do not exclude, restrict or replace any rights a consumer has under applicable UK consumer law.

If a member has a question about their stamps, rewards or HHC Loyalty Credit, they should contact Hearing Healthcare Centre.

Where there is a disagreement regarding eligibility, HHC will review the relevant appointment, purchase, referral or activity records and will seek to resolve the matter reasonably and fairly.