Your Trusted, Independent Hearing Service — Est. 2009

Privacy Policy

Last updated: September 2026

InterHearing Ltd (“InterHearing”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect personal information when you use our website, contact us, enquire about our services, book an appointment or otherwise interact with us.

Please read this policy carefully so that you understand how we handle your information.

1. Who we are

InterHearing Ltd is responsible for the personal information we collect and use for the purposes described in this Privacy Policy.

For most information that we collect directly from patients and prospective patients, InterHearing acts as the data controller. This means that we determine why and how the information is processed.

For some services, another organisation may process information on our behalf. For example, HearLink acts as a processor for InterHearing in relation to appointment bookings.

Different organisations may have their own responsibilities under data protection law for information they process independently.

If you have any questions about how we use your personal information, or wish to exercise your data protection rights, contact:

Email: contact@interhearing.com

2. Information we collect

Depending on how you interact with us, we may collect:

  • your name;

  • email address;

  • telephone number;

  • postcode or other location information you provide;

  • information contained in an enquiry or message;

  • appointment and booking information;

  • information relevant to providing our services;

  • information relating to your health where you choose to provide it or where it is necessary to provide healthcare services;

  • information about how you use our website;

  • information relating to your marketing preferences and communications with us; and

  • technical information such as your browser, device and website interactions where permitted by your consent settings.

You should avoid including unnecessary sensitive or confidential information in free-text website forms.

3. Health information

When you use our healthcare services, we may need to process information about your health.

Health information is treated as special category personal data under UK data protection law and receives additional protection.

Where we process health information, we rely on an appropriate lawful basis under Article 6 of the UK GDPR and an applicable condition under Article 9.

We only collect and use health information where it is relevant and necessary for the purposes for which it is being processed.

4. How we use your information

We may use personal information to:

  • respond to enquiries;

  • provide information about our services;

  • arrange and manage appointments;

  • provide healthcare services;

  • maintain appropriate patient and service records;

  • communicate with you about appointments and services;

  • respond to requests and customer-service enquiries;

  • administer and improve our website and services;

  • maintain the security of our website and systems;

  • understand how visitors use our website where appropriate consent has been given;

  • measure and improve our advertising where appropriate consent has been given;

  • send marketing communications where permitted by applicable law and where the necessary consent or other lawful basis exists;

  • comply with legal and regulatory obligations; and

  • establish, exercise or defend legal claims where necessary.

We will not use personal information for purposes that are incompatible with the purposes explained in this Privacy Policy unless we have a lawful basis to do so.

5. Lawful bases for processing

The lawful basis we use depends on the purpose for which the information is processed.

Depending on the circumstances, we may rely on:

  • Contract or steps taken at your request — for example, where processing is necessary to arrange or provide a service or appointment you have requested.

  • Legitimate interests — where processing is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

  • Legal obligation — where we are required to process information to comply with a legal or regulatory requirement.

  • Consent — where we ask for your consent, including for certain cookies, analytics, advertising or marketing activities.

  • Other lawful bases permitted by UK data protection law where applicable to a particular processing activity.

Where we process health information or other special category data, an additional Article 9 condition is required.

Where consent is the basis for processing, you can withdraw your consent at any time. Withdrawal does not affect processing that took place before consent was withdrawn.

6. Website enquiries and contact forms

When you submit an enquiry through our website, the information you provide is submitted to us through our website contact form system and may be sent to contact@interhearing.com so that we can respond to your enquiry.

Our contact forms may collect information such as your name, email address, telephone number, postcode and the contents of your message.

The information may be processed using Google Apps Script and related Google services as part of the operation of our contact forms.

Please only provide information that is relevant to your enquiry and avoid including unnecessary health or other sensitive information in free-text messages.

We normally retain website enquiry information for up to 12 months after the last meaningful contact, unless we need to retain it for a longer period because of an ongoing service relationship, legal requirement, complaint, dispute or other legitimate business need.

We will review and delete information when it is no longer required.

7. Appointment bookings

Our website uses HearLink to facilitate appointment bookings.

When you make a booking, information necessary to arrange and manage your appointment may be processed through HearLink. HearLink acts as a processor for InterHearing in relation to our booking services.

The information involved may include appointment type, clinic, date and time, together with contact information and other information required to manage your appointment and provide our services.

Patient and clinical records are normally retained for 8 years from the patient’s last treatment or contact, or for longer where required by applicable legal, regulatory or professional requirements.

Retention arrangements will be reviewed as part of our ongoing data-management processes.

8. Communications

We may use your contact details to:

  • respond to enquiries;

  • confirm or manage appointments;

  • provide information you have requested;

  • communicate about services you are receiving; and

  • deal with customer-service matters.

We may send service-related communications where necessary to provide the service you have requested.

9. Marketing

We may use personal information for direct marketing where permitted by applicable data protection and electronic marketing laws.

Where consent is required, we will ask for it and provide an appropriate way to withdraw it.

You can unsubscribe from marketing communications at any time by using the unsubscribe option provided in the communication or by contacting us at contact@interhearing.com.

We do not sell your personal information.

Marketing information held in our marketing systems is reviewed regularly and retained only for as long as necessary for the relevant marketing purpose and in accordance with applicable consent and marketing requirements.

Where consent is withdrawn or information is no longer required, we will remove or suppress the information as appropriate.

10. Website analytics and advertising

We use a number of technologies to understand website use, measure advertising performance and improve our website.

These may include:

  • Google Analytics (GA4);

  • Google Tag Manager;

  • Google Ads;

  • Microsoft Clarity;

  • Microsoft/Bing UET;

  • Omnisend; and

  • other technologies necessary to operate and measure our website and marketing activities.

Non-essential analytics and advertising technologies are controlled through our cookie consent mechanism.

Microsoft Clarity is controlled by Statistics/Analytics consent.

Microsoft/Bing UET, Google advertising technologies and Omnisend marketing technologies are controlled by the appropriate Marketing consent.

These technologies may collect information such as device information, browser information, pages visited, interactions with the website and information about how visitors reach and use our website.

Where these technologies involve storing or accessing information on your device and consent is required, we will not activate them until the relevant consent has been given.

11. Website chat

We use Tawk.to to provide website chat and support functionality.

Tawk.to is controlled through our cookie consent mechanism and is currently placed under the Marketing consent category.

It will not be loaded unless the relevant consent has been provided.

Tawk.to may use cookies and other technologies to operate the chat service and maintain the chat connection.

12. Cookies and similar technologies

Our website uses cookies and similar technologies.

These include technologies that are:

  • Strictly necessary — required for the website or requested functionality to operate.

  • Statistics/Analytics — used to understand website use and improve the website.

  • Marketing — used for advertising, marketing measurement and related purposes.

  • Functional or third-party technologies — used where applicable to provide specific website functionality.

We use a consent mechanism to give you control over non-essential technologies.

You can accept or decline the relevant categories through our cookie consent controls.

For more information about the technologies used on our website, their purposes and how to manage your preferences, please see our Cookie Policy.

13. Third-party service providers

We use selected third-party providers to operate our website and services.

Depending on the service involved, these may include:

  • HearLink — appointment booking and related patient/service administration, acting as a processor for InterHearing for bookings;

  • Google — website infrastructure, contact-form processing, analytics, advertising and related services;

  • Microsoft — website analytics and advertising measurement;

  • Omnisend — marketing communications and marketing automation;

  • Tawk.to — website chat/support;

  • Cloudflare — security and website protection services;

  • Framer — website hosting and delivery; and

  • other service providers where necessary to operate our website and provide our services.

We require service providers processing information on our behalf to handle that information appropriately and in accordance with applicable data protection requirements.

The precise role of a third party may vary depending on the service and processing activity.

14. Sharing information

We may share personal information with:

  • service providers who process information on our behalf;

  • organisations involved in providing services you have requested;

  • professional advisers where necessary;

  • regulators, authorities or law-enforcement bodies where required or permitted by law; and

  • other parties where necessary to establish, exercise or defend legal claims.

We do not sell or rent your personal information.

We only share information where there is an appropriate reason and lawful basis for doing so.

15. International processing

Some of the service providers we use may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will use appropriate safeguards and transfer mechanisms required by applicable UK data protection law.

These safeguards may include recognised adequacy arrangements or other appropriate contractual or legal safeguards where required.

16. How long we keep information

We do not keep personal information for longer than is necessary for the purposes for which it was collected, unless we have a legal or other valid reason to retain it for longer.

Our current retention approach includes:

  • Website enquiries: normally up to 12 months after the last meaningful contact.

  • Patient and clinical records: normally 8 years from the patient’s last treatment or contact, or longer where required by applicable legal, regulatory or professional requirements.

  • Marketing information: for as long as necessary for the relevant marketing purpose and in accordance with applicable consent and marketing requirements, with regular reviews.

We will review these periods as our data-management processes develop and will securely delete or otherwise dispose of information when it is no longer required.

17. Keeping your information secure

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These measures include appropriate access controls and security measures for our systems and service providers.

However, no transmission or storage system can be guaranteed to be completely secure.

If we become aware of a personal-data breach that requires notification under applicable law, we will take the appropriate steps to investigate, contain and address it.

18. Your data protection rights

Depending on the circumstances, you may have rights under UK data protection law including:

  • the right to be informed about how your personal information is used;

  • the right to access your personal information;

  • the right to have inaccurate information corrected;

  • the right to have information erased in certain circumstances;

  • the right to restrict processing in certain circumstances;

  • the right to object to certain processing;

  • the right to data portability in certain circumstances; and

  • rights relating to automated decision-making and profiling where applicable.

You can contact us at: contact@interhearing.com

We normally provide information in response to a data protection request free of charge.

In limited circumstances, applicable law allows us to charge a reasonable fee or refuse to act on a request where it is manifestly unfounded or excessive. We will consider this on a case-by-case basis.

19. Complaints

If you have concerns about how we have handled your personal information, please contact us first at: contact@interhearing.com

We will investigate your concern and seek to resolve it.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator, if you believe your personal information has been handled unlawfully.

20. Links to other websites

Our website may contain links to third-party websites.

We are not responsible for the privacy practices, content or security of websites operated by other organisations.

You should review the privacy information provided by any third-party website you visit.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal requirements or how we process personal information.

When we make changes, we will update the Last updated date at the top of this policy.

We encourage you to review this page periodically.

22. Contact us

If you have any questions about this Privacy Policy, how we use your personal information, or wish to exercise your data protection rights, please contact:

InterHearing Ltd

Email: contact@interhearing.com