Unlimited Subscription Terms & Conditions

Last updated 12/10/2026

Your Agreement with Resonate Health NZ Ltd

1. What This Agreement Covers

1.1. What Resonate Unlimited means: You're entering into a subscription agreement with Resonate Health NZ Ltd (we call ourselves "Resonate"). You receive ongoing access to hearing aids and professional support services for your hearing aids as long as your subscription continues.

1.2. What "reasonable" means: Throughout these terms, "reasonable" refers to what a typical consumer would expect based on the product type, price paid, and statements made about the service.

1.3. What "acceptable condition" means: The hearing aids must be clean, undamaged (beyond normal wear), and working properly when returned.

1.4. What "reasonable time" means: Generally, within 15 working days unless Resonate agrees that circumstances require longer.

1.5. What “hearing aid(s)” means: Resonate will provide rechargeable GN ReSound Sensia^TM 9 (or equivalent next-generation product) Receiver-in-the-Canal (RIC) hearing aids, in either black or sand colour along with a standard charger. Hearing aid receiver moulds (encased moulds) are included where required for an appropriate audiological outcome. All other custom form factors (CIC, ITE, ITC), shell colours and accessories (such as TV streamers and travel chargers) are additional and at an extra cost. Custom products and accessories price list.

1.6. What “professional support services” means: Resonate will provide maintenance, care, and support for your hearing aid(s), including hearing tests and adjustments, fine-tuning of your hearing aid(s), as required; repair of your hearing aid(s) (s), including cleaning and replacement of receivers; and consumables, such as domes, receivers, and wax guards. Requirements differ from user to user so please refer to Schedule 1 for important information about specific elements of care.

1.7. What “subsidy” means: If you are a New Zealand citizen or a permanent resident, the Whaikaha Ministry of Disabled People provides all adults over 16 years old living in New Zealand with hearing loss, and who do not qualify for funding from other sources, with a subsidy of $1022 (the total for both ears) once every six years.

1.8. What "Price Guarantee" means: Our commitment is to hold your monthly rate for Hearing Aids at the rate agreed at the date of your initial subscription, for as long as you hold an uninterrupted, fully paid up Resonate Unlimited subscription for a minimum period of 24 months and maintain it continuously thereafter.

When the Price Guarantee ends

The Price Guarantee will come to an end if you cease to maintain your monthly subscription payments.

What happens when the Price Guarantee ends

If the Price Guarantee ends for any reason set out above, we will notify you as soon as reasonably practicable. You will not be bound to continue your subscription, and no further price obligation will apply to either party from that point.

What the Price Guarantee does not cover

The Price Guarantee does not protect against price changes resulting from:

increases in applicable taxes, levies, or government charges; or
changes required by law or regulation.

2. Your Subscription Details

2.1. Commencement: Your subscription period will begin on the date you are initially fitted with hearing aids by our qualified audiologist. Your first monthly payment is due on the day of initial fitting. Your monthly payment can be set up as a direct debit or credit card.

2.2. Monthly Cost: $100.00 per month (includes all services and hearing aids) every month by reference to the date of the initial fitting.

2.3. Ongoing payment: Due monthly in advance by direct debit credit card until cancellation. If your payment fails for any reason, we will attempt to reach you at your specified point of contact (email or letter) before cancelling your subscription.

2.4. Changes to Terms: We may update these terms with one month's written notice provided to your specified point of contact (email or letter). If our changes significantly disadvantage you, you may cancel without penalty (see clause 5 below).

3. The Hearing Aid(s)

3.1. Hearing aid(s) Ownership: The hearing aid(s) and products and accessories remain the property of Resonate throughout your subscription (subject to ACC purchase as set out in clause 4.3 below).

3.2. Your Responsibilities:

Use all hearing aid(s) and products and accessories as instructed
Keep them clean and protected from damage or destruction
Report problems promptly
Return hearing aid(s) if requested

3.3. Insurance: You are responsible for the safe custody and care of the hearing aid(s) and any related products and accessories, and we recommend that you arrange insurance policy cover. The replacement value of the subscription hearing aid(s) is $5,500 inc GST.

3.4. Upgrade to latest technology: Provided that you have maintained a continuous fully paid up subscription, every 3 years from your most recent fitting date you will be upgraded to the latest hearing aid(s) at the equivalent or greater technology level from the date of your first fitting at no extra charge. Subsequent upgrades will be based on the date of your last upgrade.

If, in the course of an active subscription, your hearing aid(s) are replaced under insurance, this is not classed as an upgrade and you will remain eligible for a 3 yearly upgrade from the date of your first fitting (and each 3 year anniversary thereafter).

4. Using Government Subsidies

4.1. Your government subsidy will be claimed one month after your fitting appointment to access the advertised subscription price. For new Unlimited subscribers, if your subsidy is unavailable within 6 months, you will be charged a non-refundable, one-time fee of $500 incl. GST. By paying the fee and by accepting the hearing aids, you confirm that Resonate may thereafter claim your subsidy without requiring further approval.

4.2. For ACC-eligible customers, you can use your ACC funding to acquire hearing aid(s) 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.

Eligible customers can access the free three-year upgrade by joining the Resonate Unlimited subscription service at the ACC published price of $49 per month. The three-year upgrade is provided three years after you join the subscription service.

Resonate will complete all applicable paperwork required by ACC or Disability Support Services.

4.3. If you cancel your subscription, any claimed subsidies or funding will not be repaid to ACC or Disability Support Services. ACC customers are entitled to keep their hearing aid(s), as the ACC funding has been used to purchase them outright.

5. Ending Your Subscription

5.1. Your Right to Cancel: You can initiate cancellation at any time.

5.2. No Penalty Cancellation: You can cancel without fees if:

We change these terms in a way that significantly disadvantages you
Our service quality doesn't meet Consumer Guarantees Act standards
We materially breach this agreement

5.3. Hearing aid(s) Return: If you wish to cancel the agreement, you must return all hearing aid(s) to Resonate (any studio is acceptable) in fair and reasonable condition and cancellation will take effect within 2 working days of receipt by us of all hearing aid(s). As long as the hearing aid(s) remains with you, the monthly charge will apply.

5.4. No pro rata refund: No monthly charge, or portion of it, will be refunded in the month of cancellation.

5.5. Loss/Damage Fee: If Resonate has met its obligations under the Consumer Guarantees Act and the hearing aid(s) returned to us is not in fair and reasonable condition, we reserve the right to charge you a loss/damage fee. Note: this clause assumes that your insurance cover does not cover the loss and that you do not have an active Loss or Damage Protection Plan with Resonate. The loss/damage fee will be equivalent to the insurance replacement value of the hearing aid(s) at the commencement of the subscription period (or at the date of any upgrade) and will reduce by 1.4% for each month that your subscription period remained active thereafter.

5.6. Upgrade to Purchase: If you want to buy the hearing aid(s) instead of returning them:

If you wish to purchase your hearing aid(s) outright rather than continue with the subscription service, the base purchase price is $5,500 (inc GST) per pair.
For existing subscribers who want to buy their current hearing aid(s), the final cost is calculated by taking the $5,500 base price and deducting any monthly subscription fees you've already paid plus any Disability Support Services (“DSS”) subsidies you've used.

For example, if you've paid $630 in subscription payments and used your DSS subsidy ($1,022.22), your purchase price would be $5,500 - $630 - $1,022.22 = $3,847.78 (inc GST).

For customers purchasing outright from the beginning (non-fully funded customers), the cost is $5,500 inc GST per pair before any available DSS subsidies are applied - for instance, with DSS subsidies for both ears, the cost would be $5,500 less $1,022.22 = $4,477.78 inc GST.

If a subscriber has already had their 3-year upgrade to the latest devices and wishes to purchase these devices, only the monthly subscription payments paid following this 3-year upgrade, and their DSS subsidy (if applicable) can be applied to the purchase price.

[Note: customers who purchase outright forfeit subscription benefits including free technology upgrades every three years, including consumables, and repair coverage outside the hearing aid(s) warranty period, subject to any obligations that Resonate has under applicable consumer law.]

5.7. Return to Resonate Unlimited: If your subscription is cancelled but you return as a subscriber, you will be charged a non-refundable re-establishment fee of $1000.00, and you will be fitted with the latest technology available at that time.

6. Damaged or Lost Hearing aid(s)

6.1. Your Responsibility: You're responsible for loss or damage beyond normal wear and tear.

6.2. Damage/Replacement Costs:

Lost/damaged beyond repair hearing aid(s): $2,750 per hearing aid
Minor damage: Actual repair costs

6.3. Fair Use: We expect normal care. Multiple damage claims may indicate misuse.

6.4. Loss or Damage Protection Plan: If you do not have home and contents insurance, or if you are travelling abroad, you may wish to consider purchasing a Loss or Damage Protection Plan from Resonate:

A Loss or Damage Protection Plan costs $500 (inclusive of GST).
If you have an active Loss or Damage Protection Plan, Resonate will replace your lost or damaged hearing aid(s) at no further cost to you.
Once a replacement is provided under the Resonate Loss or Damage Protection Plan, it terminates.
It is then your decision as to whether you to wish to invest in a further Loss or Damage Protection Plan.
The Damage Protection Plan is non-refundable if you cancel your subscription.

7. Our Service Commitments

7.1. Professional Standards: All services will be performed with reasonable care and skill, meeting professional audiologist standards.

7.2. Maintenance: We'll repair or replace faulty hearing aid(s) at no cost to you.

7.3. Availability: Our clinics operate standard business hours with appointment booking available.

7.4. Response Times: We'll endeavour to respond to service requests within 2 business days.

8. Your Consumer Rights

8.1. The provisions of this agreement are subject to the statutory rights and protections afforded to consumers under New Zealand law, including but not limited to the Consumer Guarantees Act 1993 ("CGA") and the Fair Trading Act 1986 ("FTA").

8.2. Nothing in this agreement is intended to exclude, restrict, or modify any rights or remedies available to consumers under the CGA or FTA, except to the extent permitted by law.

8.3. You have guaranteed rights including services performed with reasonable care and skill, hearing aid(s)s that are safe and fit for purpose, and remedies if things go wrong (repair, replacement, or refund).

9. Privacy and Personal Information

9.1. Information Collection: The Privacy Act 2020 has a set of principles that govern how agencies (organisations and businesses) can collect, store, use and share personal information. We will only collect personal information directly from you, unless:

you have authorised us to collect the information from another source;
the information is publicly available;
the collection is necessary to uphold or enforce the law; or
the collection is otherwise permitted by law.

9.2. Use of Information: We will collect personal information only for purposes that are directly related to our legitimate business activities, including but not limited to providing services, improving our offerings, and complying with legal obligations. We use your information to:

Provide hearing aid services and support
Process payments and manage your subscription
Communicate with you about your service
Comply with health and safety requirements

9.3. Notification of Collection: At or before the time of collection, or as soon as practicable thereafter, we will take reasonable steps to ensure you are aware of:

the fact that the information is being collected;
the purpose for which the information is being collected;
the intended recipients of the information;
the name and address of the agency collecting the information and the agency that will hold the information;
your rights to access and correct the information; and
any consequences of not providing the requested information.

9.4. Your Privacy Rights: You have rights to access or correct your personal information. You can:

Request access to your personal information
Request corrections to inaccurate information
Request deletion of information (where legally permissible)

9.5. Information Sharing: Personal information may only be disclosed to organisations in other countries where there are similar protections to those in the Privacy Act. There are exceptions: for example, if you are informed that your information may not be protected and expressly authorise the disclosure anyway.

9.6. Data Breaches: We are required to report to the Privacy Commissioner if we have a "notifiable privacy breach". We will notify you and the Privacy Commissioner of any privacy breach likely to cause serious harm.

9.7. Privacy Officer: Every New Zealand business or organisation needs a privacy officer. They don't need to be a lawyer; they just need to be familiar with your privacy obligations and fulfil the role. Contact our Privacy Officer at privacyofficer@resonatehealth.co.nz.

9.8. International Data Transfers: If we transfer your personal information outside New Zealand, we ensure:

The recipient provides privacy protections comparable to New Zealand law
We have conducted appropriate due diligence
We maintain records of all overseas transfers
You will be notified of any overseas transfers that may affect your privacy rights

9.9. Accuracy and Relevance: We will ensure that the personal information we collect is accurate, up-to-date, complete, and relevant to the purposes for which it is collected.

9.10. Changes to this Clause: We reserve the right to amend this clause from time to time to reflect changes in legal requirements or our privacy practices. We encourage you to review this clause regularly to stay informed about how we collect and use your personal information.

10. Accessibility and Disability Support

10.1. Equal Access: We are committed to providing equal access to our services for all customers, including those with disabilities.

10.2. Accessible Communications: All written communications, including these terms, are available in accessible formats upon request (large print, audio, electronic formats).

10.3. Service Accommodation: We will make reasonable adjustments to our services to accommodate your disability-related needs.

10.4. Support: If you need assistance understanding these terms or accessing our services due to disability, contact us at hello@resonatehealth.co.nz or 0800 737 662.

11. Product Warranties and Guarantees

11.1. Manufacturer Warranties: All Resonate Unlimited hearing aids come with 3 year manufacturer warranties which we will honour in full. These do not affect your rights against Resonate under applicable consumer guarantee laws.

11.2. Spare Parts: We ensure that consumables are available in our studios through manufacturer arrangements or trusted repairers.

12. Problem Resolution

12.1. Please Contact Us First: Email hello@resonatehealth.co.nz or call 0800 737 662

12.2. Privacy Complaints: In the first instance, you should always try to resolve your privacy issue with the organisation concerned. Contact us at privacyofficer@resonatehealth.co.nz.

12.3. External Dispute Resolution: If you're unhappy with how Resonate has dealt with your any of concerns, you may wish to:

Make a complaint to the Privacy Commissioner.
Lodge a claim with the Disputes Tribunal (for claims under $60,000) Disputes Tribunal
Report your concern to the Commerce Commission (for Fair Trading Act issues) Commerce Commission
Lodge a complaint with the Health and Disability Commissioner (for professional conduct issues) HDC

13. Fair Trading Compliance

13.1. Accurate Information: The information we provide about our services is accurate and not misleading.

13.2. Pricing Transparency: All costs are clearly stated with no hidden fees.

13.3. Right to Cancel: You may cancel these terms without penalty if we materially breach them or make significant changes that disadvantage you.

13.4. Unfair Terms: If any term is found to be unfair or unenforceable, it will be severed without affecting the rest of the agreement.

14. Important Legal Information

14.1. Governing Law: New Zealand law applies to this agreement.

14.2. Limitation of Liability: Subject to any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot lawfully be limited or excluded, and to the maximum extent permitted by law, our total aggregate liability to you arising out of or in connection with the goods or services supplied (to the extent such liability falls outside the scope of any non-excludable right) shall not exceed the amount you paid for the relevant goods or services giving rise to the claim.

14.3. Force Majeure: We're not liable for delays caused by events beyond our reasonable control.

15. Amendment of Terms

15.1. Right to Amend We reserve the right to review and amend these Terms and Conditions ("Terms") at any time. Amendments will be classified as either a Minor Change or a Material Change, as described below.

15.2. Minor Changes A "Minor Change" is any amendment that does not have a significant effect on your rights or obligations under these Terms, including but not limited to corrections of errors, clarifications of existing provisions, formatting or structural changes, and updates required to reflect changes in our business operations that do not affect the substance of the Terms.

Minor Changes take effect immediately upon being posted on our website. The "Last Updated" date at the top of these Terms will be revised to reflect the date of the change. It is your responsibility to review these Terms periodically to stay informed of any Minor Changes.

15.3. Material Changes A "Material Change" is any amendment that has a significant effect on your rights or obligations under these Terms, including but not limited to:

(a) changes to pricing or fees;

(b) changes to your core rights, warranties, or guarantees;

(d) changes to limitation of liability or indemnity provisions;

(e) changes to termination rights; or

(f) changes to this clause (Amendment of Terms).

15.4. Notice of Material Changes Where we make a Material Change, we will provide you with at least a month’s notice before the change takes effect. Notice will be given by email to the address associated with your account.

15.5. Acceptance Your continued use of our website, products, or services following the effective date of a Minor Change or following the expiry of the notice period for a Material Change, constitutes your acceptance of the amended Terms.

If you do not agree to a Material Change, you may terminate your account or cease using our website, products, or services prior to the change taking effect, in accordance with the termination provisions of these Terms.

15.6. No Retrospective Effect Amendments will not apply retrospectively to affect any rights or obligations that arose prior to the effective date of the change, except where required by law or where we are required to make an immediate change for legal, regulatory, or security reasons.

16. Required Business Disclosures

16.1. Service Provider Details:

Full legal name: Resonate Health NZ Ltd
Physical address: Level 2, 1-7 The Strand, Takapuna, Auckland 0622
Contact: hello@resonatehealth.co.nz, 0800 737 662

Schedule 1

Specific elements of care

Where a non-RIC hearing aid style is preferred (Behind-The-Ear (BTE), custom-made hearing aid(s)s (ITC, CIC, etc.), these can be provided subject to the repair conditions in clause 1.6.
Where a non-rechargeable hearing aid is preferred, one will be provided; however, replacement batteries are not included as part of your monthly subscription and will be your responsibility to purchase.
Receivers fall under a ‘fair use’ policy of up to two free replacements per year per subscriber (additional replacements can be purchased in-studio at a cost of $55 per receiver inc GST).
If a standard hearing aid(s) needs to be sent to the manufacturer for repair, we will replace it with one of the same technology level, a Sensia^TM 9 RIC (or an equivalent next-generation product).

Please note: Behind-The-Ear (BTE), custom-made hearing aid(s)s (ITC, CIC, etc.), RIC hearing aids with embedded receivers, and RIC hearing aids outside the standard colour range (black or champagne) cannot be swapped out at the time of repair. This will mean time without hearing aid(s)s if they need to be sent to the manufacturer. If you wish to use a standard device during the repair period, we will make this available to you.

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 and can be viewed here.