Privacy policy

Last updated: 27 October 2026

This privacy notice explains how Hayes Ear Wax Removal (“we”, “us”, “our”) collects, uses and looks after your personal information when you visit our website, contact us, or book and receive treatment.

1. Who we are

Hayes Ear Wax Removal is a small healthcare clinic providing microsuction ear wax removal. We operate as part of the Clear Ear Express Hayes franchise, from the consultation room of Pickup Pharmacy, 20-21 Broadway Parade, Cold Harbour Lane, Hayes UB3 3HF. You can contact us on 01895 547499.

For the purposes of UK data protection law (UK GDPR and the Data Protection Act 2018), we are the data controller for the personal information described in this notice.

2. What personal information we collect

Depending on how you contact us and whether you book treatment, we may collect:

• Name and contact details (phone number, email address)
• Home or visit address (for home visits)
• Appointment details (date, time, location, and related booking information)
• Health information relevant to your ear care and treatment (for example symptoms, medical history you tell us about, and clinical notes from your visit)
• Messages you send us via website forms, WhatsApp, or phone
• Technical information from your use of the website (such as browser type and pages visited), and advertising/cookie identifiers where tags are used

3. Why we use your information and lawful bases

We use your information to:

• Respond to enquiries and arrange appointments (contract / steps before a contract; legitimate interests)
• Provide clinical care and keep appropriate healthcare records (providing health care; UK GDPR Article 9(2)(h) for special-category health data, with the associated conditions in UK law)
• Manage our clinic safely and improve our service (legitimate interests)
• Meet legal and regulatory obligations that apply to healthcare providers (legal obligation)
• Measure advertising performance (for example Google Ads clicks and conversions) where cookies/tags are used (consent where required; otherwise legitimate interests for basic measurement)

4. Who processes your information

We use trusted providers to run our website and booking systems. They process information on our behalf or as described in their own notices:

• Netlify — hosts this website and receives submissions from our website forms
• LeadConnector / Brain AI Box — our online booking calendar and related messaging
• Google Ads — uses cookies and tags to measure ad clicks and conversions when you interact with our advertising

We do not sell your personal information.

5. How long we keep it

• Clinical records — kept for as long as required for healthcare records under applicable professional and legal requirements
• Enquiries that do not lead to a booking — deleted after 12 months
• Website form / marketing leads — retained only as long as needed to respond and manage the enquiry, then deleted or anonymised in line with the above

6. Your rights

Under UK data protection law you have rights including:

• Access to your personal information
• Rectification of inaccurate information
• Erasure in certain circumstances
• Objection to certain processing
• Restriction of processing in certain circumstances
• Data portability where applicable

To exercise these rights, please contact us by phone on 01895 547499 or speak to us at the clinic. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

7. Cookies and similar technologies

Our website may use cookies and similar technologies:

• Essential — needed for the site and forms to work
• Preferences — for example remembering that you have already seen a promotional popup (stored in your browser’s local storage)
• Advertising / measurement — Google Ads tags may set or read cookies to understand whether ads led to phone calls, WhatsApp messages, form submissions, or bookings

You can control cookies through your browser settings. Blocking some cookies may affect parts of the site (for example remembering popup preferences).

8. How to contact us

If you have questions about this privacy notice or how we handle your information:

• Phone: 01895 547499
• In person: Hayes Ear Wax Removal, Inside Pickup Pharmacy, 20-21 Broadway Parade, Cold Harbour Lane, Hayes UB3 3HF

9. Changes to this notice

We may update this privacy notice from time to time. The “Last updated” date at the top of this page will change when we do. Please check back periodically.