Terms & Conditions
Resonate Unlimited Hearing Aid Subscription
Everyone deserves access to the best possible hearing. Your Resonate Unlimited subscription means you always wear brilliant technology (the highest level available in the New Zealand market at the time of fitting). As a Resonate Unlimited subscriber, you will receive new hearing aids every three years as part of your monthly subscription fee. All repairs, consumables, and warranty claims are also included in your subscription for peace of mind.
1. General Terms
1.1 We will provide rechargeable GN ReSound Nexia 9 (or equivalent next-generation product) Receiver-in-the-Canal (RIC) hearing aids and a standard charger. Hearing aid moulds are included where required. All other accessories (such as TV streamers and travel chargers) are additional and at an extra cost. Where a non-RIC hearing aid style is preferred (Behind-The-Ear (BTE), custom-made devices (ITC, CIC, etc.), these can be provided subject to the repair conditions in clause 1.2. Where a non-rechargeable hearing aid is preferred, these will be provided, but replacement batteries are not included as part of your monthly subscription and will be your responsibility to purchase.
1.2. We will also provide maintenance, care, and support for your devices, including hearing tests and adjustments/fine-tuning of your device/s, as required; repair of your device/s, including cleaning and receiver replacements; and consumables, including domes, receivers, and wax guards. Receivers fall under a ‘fair use’ policy of up to two free replacements per year per subscriber. If a device needs to be sent to the manufacturer for repair, we will swap out your devices for the same technology level, Nexia 9 RIC (or an equivalent next-generation product).
Please note: Behind-The-Ear (BTE), custom-made devices (ITC, CIC, etc.), RIC hearing aids with embedded receivers, and RIC hearing aids outside the standard colour range (black, silver or champagne) cannot be swapped out at the time of repair. This will mean time without devices if they need to be sent to the manufacturer.
1.3 You will be upgraded to the latest hearing aid(s) at the equivalent or greater technology level (the highest level available in the New Zealand market at the time of fitting) every three years from the date of the first fitting at no extra cost to your monthly subscription. This is predicated on a continuous subscription in the prior three years.
1.4 Where required, hearing aid moulds are included in your monthly subscription and will be replaced once every two years at no charge. If they need replacement more frequently, an additional charge may be incurred.
2. Trial Period and Payment
2.1 Your subscription period will begin on the date you are initially fit with the hearing aids. Qualified audiologists complete all fittings; all our audiologists are members of the New Zealand Audiological Society. We will provide the device/s to you on the initial fitting date, free for the first month. This first-month-free period ends one calendar month after the initial fitting of your device/s. There is no obligation to continue the subscription after this period ends.
If you do not wish to proceed with the subscription, you must return the device/s to us (along with all charging cases, plugs and any additional accessories) on or before your first subscription payment is due (that is, one calendar month after the initial fitting date). The devices must be in good working order with no damage. Please note that additional accessories purchased can only be returned for a full or partial refund within the first 30-day period. These items are not part of a Resonate Unlimited subscription.
2.2 The subscription fee will be charged monthly in advance. Your first payment will be automatically deducted from your credit card or bank account one month from your fitting date. (e.g. if the initial fitting date was the 14th of April, your first payment will be on the 14th of May). We will continue automatically charging your credit card or bank account every month after that unless you cancel your subscription by clause 3 below.
All payment details, including bank details, are accessible via your ‘Resonate Dashboard’ and can be updated by yourself at any time. You are responsible for updating your payment details if your bank account details change or your credit card expires.
2.3 We will not increase the subscription price during the 36 months following the initial fitting date, but we reserve the right to change it after this period.
2.4 We will provide one month’s written notice of any price increases or changes to these subscription terms.
2.5 If you wish to guarantee that your subscription price stays the same for life1, you can do so for aone-time payment of $2000. The decision to do so must be made within 90 days of your fitting date. This payment is non-refundable after the first 36 months of continuous subscription payments. Before that, a pro-rata refund will be made based on the time the hearing aids have been subscribed for (each month of the remaining 36 months is refunded at $60 per month).
1 Life means for the entirety of the continuous subscription payments, no matter how long that may be.
3. Cancellation
3.1 You can cancel your subscription anytime by returning the device/s to us at any Resonate Studio. The monthly subscription payment will not be refunded within the month of the cancellation. Devices must be returned in the required condition defined in clause 4.4 below. You must return the device/s to us within ten days of cancellation. If you fail to do so, we reserve the right to continue to charge your monthly subscription until the devices are returned to one of our Resonate Studios.
3.2 If we cannot charge your credit card or bank account, we reserve the right to cancel your subscription. Before cancelling your subscription, we will attempt to call and email you.
4. Ownership and Liability
4.1 The device/s remain the property of Resonate Health NZ Ltd.
4.2 You must not offer or sell the devices to any third parties. Any follow-up appointments, repairs, or maintenance in relation to the device/s should be completed at a Resonate Studio to avoid any additional charges by a third party.
4.3 You are responsible for the safe custody and care of the device and any related products and accessories and for ensuring your insurance policy covers them. The insurance replacement value of the Resonate Unlimited subscription devices can be found on the Resonate website under the FAQ section. We strongly advise you to notify your insurer of your new hearing aids. If you have any questions, please contact your local Resonate Studio, who will be happy to help you confirm your new hearing aids with your home and contents insurer.
You will be liable for the costs of any repair or replacement of your device required due to loss or damage that is not fair wear and tear or an inherent defect. The charge for replacement device/s will be the loss/damage fee set out in clause 4.5.
4.4 Device/s must be returned in fair and reasonable condition, defined as a product that is in working order and has not suffered any damage other than fair wear and tear or an inherent defect, as reasonably determined by a Resonate specialist.
4.5 If you do not return the device(s) to Resonate Hearing in fair and reasonable condition as defined in clause 4.4 or do not return the device(s) within the timeframe set out in clause 3.1, we reserve the right to charge you a loss/damage fee. The loss/damage fee at the commencement of the subscription period (and at the time of any upgrade under clause 1.3) will be equivalent to the insurance replacement value of the device(s). It will be reduced by 1.4% for each month of the subscription period. For example, the loss/damage fee will be 86% of the insurance replacement value after ten months.
5. Using Government Subsidies
5.1 Your government subsidy will be claimed to access the advertised subscription price. If your subsidy is unavailable, you will be charged an additional monthly subscription fee. Once your subsidy is available and claimed, your subscription charge will drop to the advertised price. Resonate will process these subsidies on your behalf. By accepting the revised monthly subscription fee, you are confirming that Resonate can claim your future subsidy without requiring your approval.
5.2 For ACC-eligible customers, you can use your ACC funding to acquire the devices outright. If your ACC funding is approved but not yet available, you can choose to join the Resonate Unlimited subscription while you wait for it to be available.
5.3 Eligible ACC customers can access the free three-year upgrade by joining the Resonate Unlimited subscription service at the ACC published price.
5.4 Resonate will complete all applicable paperwork required by ACC or the Ministry of Health, including obtaining your signed consent on an ACC 611 finalisation form (if claiming ACC).
5.5 If you cancel your subscription after the trial sign-off period, any claimed subsidies or funding will not be repaid to ACC or the Ministry of Health. ACC customers are entitled to keep their hearing devices as the ACC funding has been used to purchase them outright. The Ministry of Health subsidy and ACC funding are available once every six years.
Resonate was founded on the principle of transparency. If you have any questions or concerns, please call us on 0800 737 662. Please also feel free to contact James Whittaker, CEO and founder, on 021 0754 357.
