Manage Tinnitus

How to cancel your tinnitus treatment in ireland and reclaim your consumer rights

Understanding tinnitus treatment and your cancellation options

Tinnitus-the persistent perception of sound without an external source-affects thousands of people across Ireland. You might experience ringing, buzzing, hissing, or other noises that disrupt your sleep, concentration, and daily life. When you seek professional treatment through clinics or medical device providers like Neuromod Devices Ltd, you enter into a contractual relationship that comes with specific consumer protections under Irish law.

If you've started a tinnitus treatment programme and now want to step back, you have rights. This guide walks you through your options, the legal framework protecting you, and the exact steps to cancel your tinnitus treatment service in Ireland. At Stopee, we've helped thousands of consumers understand their cancellation rights, and we're here to do the same for you.

What tinnitus treatment looks like in ireland

Tinnitus treatments in Ireland typically fall into two categories: clinical device-based interventions and counselling-led programmes. Neuromod Devices Ltd, based in Dublin, supplies the Lenire bimodal neuromodulation system-a prescription-based medical device fitted and supervised by authorised clinicians. Other providers, such as Diagnostic Hearing Services, offer direct clinical consultations and sound therapy programmes across multiple locations.

Unlike simple subscription services, tinnitus treatment contracts usually involve an initial assessment, device fitting or programme commencement, and scheduled follow-up appointments. This means your cancellation rights and refund eligibility depend on which stage of treatment you're at and the specific contract terms you agreed to at the outset.

Why people cancel tinnitus treatment

You might want to cancel your tinnitus treatment for several legitimate reasons: the treatment hasn't delivered the expected results, side effects have emerged, cost has become unmanageable, or you've opted for an alternative approach. Whatever your reason, your consumer rights remain intact. Stopee exists to ensure you understand those rights and exercise them confidently.

Your consumer rights under irish law

Ireland's Consumer Rights Act 2022 implements EU consumer protection directives and gives you a statutory 14-day cancellation window on many contracts, including distance contracts and certain service agreements.

The 14-day cancellation period

When you enter into a tinnitus treatment contract-whether online, by post, or at a clinic-you generally have 14 calendar days from the date of contract formation to cancel without penalty. This period is your statutory "cooling-off" window. The trader must provide you with clear cancellation information in writing or on a durable medium (email counts) before or at the point of sale.

The 14-day period starts the day after you receive the written contract terms or the day after the service begins, whichever is earlier. If the provider fails to give you proper cancellation information, the 14-day window extends to three months from the original start date.

Exceptions that may affect your tinnitus treatment

Performance exception: Once a service has begun with your explicit consent during the cooling-off period, you may lose your right to cancel without penalty. For tinnitus treatment, this typically means if you've attended your first fitting appointment or received your device, cancellation rights may be limited.

Bespoke or customised goods: If your treatment device has been customised to your medical specifications or hearing profile, the supplier may refuse a refund under the Consumer Rights Act. However, you can still cancel the contract; you simply may not recover the full cost of the device.

Mixed contracts: When you purchase a device alongside clinician-supervised treatment, you have a contract for both goods and services. Stopee recommends treating these separately: goods cancellation rights apply to the device itself, whilst service cancellation rights apply to ongoing appointments and clinical support.

Methods to cancel your tinnitus treatment

Cancelling your tinnitus treatment in Ireland requires you to contact your provider directly using the correct method and address for your specific clinic or device supplier.

Cancellation contact details for major irish providers

Neuromod Devices Ltd (Lenire system): You can cancel by sending a written request to Neuromod Devices Ltd, Rainsford Street, Dublin, D08 R2YP, Ireland. Alternatively, ring them at +353 1 253 1444 during business hours. Keep a record of your call (date, time, name of staff member) or request written confirmation of your cancellation request.

Diagnostic Hearing Services: Contact the Beacon Branch on (01) 526 7870 or the Artan Branch on (01) 901 5080. Ask to speak with a manager or the cancellation department, and request written confirmation of your cancellation in writing by email within two working days.

Other independent clinics: Check your original contract or appointment letter for contact details. Most clinics display cancellation information on their websites or in their terms and conditions. If you can't find it, Stopee recommends ringing to ask for the cancellation procedure in writing.

Preferred cancellation methods

Written cancellation is always your safest option. Here's why: it creates a paper trail, protects you legally, and prevents disputes later. Email counts as written under Irish consumer law, provided you send it to an official clinic email address.

If you ring, always note the date, time, staff member's name, and what was discussed. Follow up with a written email confirming your conversation within two hours. This dual approach ensures you have both verbal and written evidence.

Step-by-step: how to cancel your tinnitus treatment

Follow these steps to cancel your tinnitus treatment service or device contract with confidence and leave no room for disputes.

Immediate steps to take now

1. Gather your contract documents
   • Find your original written agreement or email confirming the treatment terms
   • Locate any invoice, receipt, or payment record
   • Note the date you signed or received the contract
   • Identify which provider you're contracted with (Neuromod, Diagnostic Hearing Services, or another clinic)
2. Calculate your cancellation window
   • Count 14 days from the date on your contract or the date service began, whichever is applicable
   • If more than 14 days have passed, note this-your rights may be limited but not eliminated
   • If the provider didn't give you cancellation information in writing, you have up to three months
3. Draft your cancellation request in writing
   • Write a short, clear email or letter stating your full name, contract reference (if you have one), and the date you wish to cancel
   • Use simple language: "I wish to cancel my tinnitus treatment contract effective immediately" or on your preferred date
   • Do not apologise or over-explain; keep it factual
   • Request written confirmation of your cancellation and the refund process within two working days
4. Submit your cancellation request
   • Send your email to the clinic's official customer service or administration address
   • If sending by post, use registered mail to Rainsford Street, Dublin, D08 R2YP (Neuromod) or your clinic's postal address
   • Keep a copy of your email or a photo of your posted letter for your records
   • Send during business hours (Monday to Friday, 09:00 to 17:00) to ensure receipt is logged
5. Await written confirmation
   • The provider must acknowledge your cancellation request in writing within two working days
   • They must confirm the cancellation date, your refund entitlement, and the refund timeline (typically 14 days)
   • If you don't receive confirmation within three working days, send a follow-up email marked "second notice"
6. Monitor your refund
   • Check your bank account or payment method for the refund credit
   • The provider must refund you within 14 days of the cancellation date
   • If no refund appears after 14 days, escalate (see "If the provider refuses to cancel" below)

What to do if the provider refuses to cancel

Some clinics may argue that your cancellation rights have expired or that the service has already been delivered. Don't accept this without evidence. Warning: Some providers deliberately use delay tactics to frustrate cancellations.

If the provider refuses or ignores your cancellation request, take these steps:

1. Send a formal written notice
   • Email the clinic manager or company director (not just the appointment desk) with subject line "Formal Notice of Cancellation and Complaint"
   • Reference the Consumer Rights Act 2022 and your statutory right to cancel
   • Give them five working days to respond in writing
2. Escalate to the Competition and Consumer Protection Commission (CCPC)
   • File a complaint at www.ccpc.ie or ring 0818 811 800
   • Provide your contract, your cancellation request, and the provider's refusal in writing
   • The CCPC investigates unfair contract terms and breaches of consumer law
   • Include copies of all emails and correspondence
3. Consider small claims
   • If the refund is under EUR 2,000, you can file a small claims case with your local district court
   • Legal aid may be available; contact your local Citizens Information Centre

Refund entitlements and what you'll actually recover

Your refund depends on when you cancel and what the contract includes. Understanding what you're entitled to recover prevents disappointment and helps Stopee guide you toward the right outcome.

Full refund scenarios

You're entitled to a full refund if you cancel within 14 days and the service has not begun. This applies even if you've paid an upfront device cost or consultation fee. The provider must refund all sums except non-recoverable costs (such as postage) explicitly agreed in the contract.

Pro tip: If the provider claims postage or administrative costs, ask them to itemise these in writing. Under Irish consumer law, they must be reasonable and proportionate; excessive deductions (over 10% of the contract value) are often unfair.

Partial refund scenarios

If you've attended your first appointment or received your device after explicit consent during the cooling-off period, your refund may be reduced. The provider can deduct the cost of services already rendered or goods already customised. However, they cannot charge a flat cancellation fee; deductions must reflect actual cost.

For example, if you paid EUR 1,200 for a Lenire device and EUR 300 for a fitting appointment, and you cancel after the fitting, the clinic might deduct EUR 300 and refund EUR 900. This is legal, but Stopee recommends challenging any deduction over 25% of the total cost.

No refund scenarios (rare)

If your tinnitus treatment was fully completed before you requested cancellation, you have no statutory right to a refund. However, you may still have a complaint if the service was ineffective or harmful. In this case, you can claim damages for breach of contract or misrepresentation through the Small Claims Court or the CCPC.

Timeline and expectations after cancellation

Cancelling a tinnitus treatment is straightforward once you know what to expect. Here's the realistic timeline you'll face.

Days 1 to 3: initial contact

Submit your written cancellation request on day one. The provider must acknowledge it by day three at the latest. If you hear nothing, send a follow-up email titled "Second Notice of Cancellation Request."

Days 4 to 10: confirmation and deduction calculation

The provider will confirm your cancellation in writing and specify any deductions (e.g., consultation fees, device customisation). Review this carefully. If you disagree with deductions, respond in writing within two working days explaining why you believe them excessive or unfair.

Days 11 to 21: refund processing

The provider must initiate your refund within 14 days of your cancellation date. Depending on your bank, the credit may appear in your account within 3 to 5 working days after they've sent it. Keep your bank statements as proof.

After day 21: follow-up if refund hasn't arrived

If you haven't seen your refund 21 days after cancelling, contact your bank to confirm they've received it. If not, email the provider demanding proof of refund dispatch (reference number, date sent). Give them three working days. If still nothing arrives, escalate to the CCPC or file a small claims complaint with supporting evidence.

Common mistakes that delay your cancellation

Cancelling a tinnitus treatment can feel daunting, especially if you're already frustrated with the service. Don't let these traps catch you.

Mistake 1: cancelling by phone without written follow-up

Phone cancellations are easy to deny or "lose." Always follow a phone call with an email confirming what you discussed and when. This transforms a "he said, she said" dispute into documented proof.

Mistake 2: accepting vague promises about refunds

Never accept a verbal assurance that "your refund will come." Demand written confirmation with a specific date and amount. Stopee has seen countless cases where verbal promises evaporated.

Mistake 3: cancelling after the 14-day window without understanding exceptions

If you're past 14 days, don't assume you've lost all rights. The exception rules are narrow. You still have rights if the service hasn't fully begun, if you've been misled about benefits, or if the provider breached the contract. Get legal advice before giving up.

Mistake 4: not keeping records

Screenshots of emails, bank statements showing your original payment, and dated notes of phone conversations are your evidence. Without them, disputes become impossible to resolve. Create a folder on your device or computer called "Tinnitus Treatment-Cancellation" and save everything there.

Mistake 5: paying for further appointments after requesting cancellation

Warning: If you cancel but then attend a follow-up appointment, the provider will argue you've accepted the contract's continuation. Stop all appointments immediately after submitting your cancellation request. If an appointment is scheduled, cancel it by email the same day you request contract cancellation.

Refund comparison table

This table shows your likely refund outcome based on when you cancel:

Practical checklist: before you cancel

Use this checklist to ensure you're fully prepared and won't miss any critical steps:

1. Locate and review your original written contract or treatment agreement
2. Calculate today's date minus the contract start date (confirm if you're within 14 days)
3. Check if the provider sent you cancellation information in writing (check email inbox and junk folder)
4. Identify your clinic's official email address and postal address (don't use phone numbers alone)
5. Photograph or scan any payment receipts, invoices, or bank statements showing your payment
6. Note the name of any staff member who discussed your treatment or advised you to start
7. Draft your cancellation email using the template at Stopee (no emotional language, factual only)
8. Send your cancellation request and keep a timestamped copy for yourself
9. Set a phone reminder for day 21 to check if your refund has arrived
10. If no refund by day 21, prepare your complaint for the CCPC with all supporting documents

Cancellation provider contact summary

Here are the key contact details for cancelling your tinnitus treatment in Ireland. Stopee recommends writing to these addresses or calling during business hours and immediately following up by email:

Final guidance and next steps

Cancelling your tinnitus treatment in Ireland is your consumer right, not a privilege. The Consumer Rights Act 2022 protects you, and the CCPC enforces those protections.

Start with written cancellation today. Follow the step-by-step checklist. Keep records of everything. If the provider resists, escalate calmly and professionally to the CCPC. You have legitimate leverage under Irish law.

Stopee has helped thousands of consumers cancel healthcare and wellness contracts across Ireland and Europe. We understand the frustration of a treatment that doesn't deliver and the confusion of cancellation processes designed to frustrate you. Your decision to cancel is valid, and your rights are absolute.

For more guidance on cancellation rights, dispute resolution, and consumer protection across other services and subscriptions, visit Stopee at stopee.com. We're here to empower you to take action confidently and recover what you're legally owed.