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 Vivia 9 (or equivalent next-generation product) Receiver-in-the-Canal (RIC) hearing aids, along with 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, one will be provided; however, replacement batteries are not included as part of your monthly subscription and will be your responsibility to purchase.
Other hearing aid options are available, and we encourage you to research other providers and brands of hearing devices. Resonate is the only subscription service currently available in New Zealand; it is not an interest-free offer, hire purchase, or substitute for a ‘white label’ device. We strongly advise you to request the terms and conditions, as well as ongoing service and maintenance charges, from other providers you are considering as part of your research.
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 replacement of receivers; and consumables, such as 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 replace it with one of the same technology level, a Vivia 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. Device Fitting 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, and your first months payment is due at the initial fitting.
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 on your fitting date. (e.g. if the initial fitting date was the 14th of April, your first payment will be on the 14th of April, while the second payment would be on the 14th of May). We will continue to automatically charge your credit card or bank account each month thereafter, unless you cancel your subscription as outlined in 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 provide one month’s written notice of any changes to these subscription terms.
3. Cancellation
3.1 You can cancel your subscription at any time 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 as defined in Clause 4.4 below, and you must return the device (s) to us within ten days of cancellation. If you are cancelling, you must also agree to attend a 30-minute appointment with a Resonate staff member to receive feedback on why you are returning the device (s).
If you fail to attend this appointment and fail to return the devices within 10 days of cancellation, we reserve the right to continue to charge your monthly subscription until the devices are returned to one of our Resonate Studios, and the feedback appointment has been completed.
3.2 If we are unable to charge your credit card or bank account, we reserve the right to cancel your subscription. Before cancelling your subscription, we will attempt to contact you by phone and email.
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 recommend that you notify your insurer of your new hearing aids. If you have any questions, please contact your local Resonate Studio, which will be happy to help you confirm your new hearing aids with your home and contents insurer.
If you do not have home and contents insurance, or if you are travelling abroad, you may wish to consider insuring your hearing aids with Resonate. To sign up for the Resonate insurance scheme, you will pay a one-time charge of $500 (inclusive of GST). If you make a claim (regardless of whether it involves one or two devices), you will need to reinsure your replacement device(s) for a one-time charge of $500 (inclusive of GST). Only two claims can be made in a 12-month period. There is no excess payment with the Resonate hearing aid insurance scheme.
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 a replacement device (s) will be the loss or 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.
4.6 We understand that in certain situations you may wish to cancel your subscription and purchase your hearing devices outright (i.e. if you move overseas). In these cases, the following option exists:
The sale price to purchase the current level technology at Resonate will be $5500 inc GST (per pair).
If you, as a current subscriber, wish to purchase your devices from your initial subscription fitting, the sales price would be $ 5,500 (inc. GST) per pair, less any monthly fees already paid and less any DSS subsidies used. For example, if a subscriber wished to purchase outright and had paid $630 in subscription payments and had used their DSS subsidy ($1022.22), then the final sales price to purchase outright would be $5,500 -$630-$1022.22 = $3,847.78 (inc GST).
If a subscriber who 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.
Once a customer purchases their hearing devices outright, their subscription is effectively ended, and therefore, they will not be eligible for free upgrades. Consumables and repair costs will then be the customer’s responsibility.
4.7 If you cancel your subscription and decide to return as a subscriber at a future date that is within 12 months of your cancellation date, then you will be refitted with the same technology of hearing device from your original subscription. If the period between cancellation and re-subscription is greater than 12 months, then you will be fitted with the latest technology available at that time.
4.8 Purchasing outright for non-fully funded customers - If you wish to purchase your hearing device outright at your initial fitting, rather than choose a subscription option, then the cost of this will be $5,500 inc GST per pair, before DSS subsidies applied. For example if you had Disability Support Services subsidies available for both ears, then the cost would be $5,500 less $1022.22 = 4477.78 inc GST.
If you purchase your hearing devices outright then you will not be eligible for free upgrades and will be responsible for the cost of any consumables. Repair costs will also be the customer responsibility outside of the device warranty period.
5. Lifetime1 Price Guarantee
5.1 The Lifetime Price Guarantee is triggered after one year of continuous subscription payments.
5.2 The price guarantee is only valid for $90 or $100 Disability Support Services subscriptions, which are the current subscription offerings as of the date these terms and conditions were published.
5.3 Subscribers who miss or are behind on their monthly payments, or those on a paused subscription, will not qualify.
5.4 Resonate Health NZ Ltd reserves the right to withdraw the Lifetime Price Guarantee to existing subscribers only if Resonate no longer prescribes GN ReSound Hearing aids.
1 Lifetime means for the entirety of the continuous subscription payments, no matter how long that may be.
6. Using Government Subsidies
6.1 Your government subsidy will be claimed to access the advertised subscription price. If your subsidy is unavailable within 3 years, you will be charged an additional monthly subscription fee. If your subsidy is unavailable for more than three years, you will be required to pay an additional one-off fee of $1,022.22, payable upon fitting. Once your subsidy is available and claimed, your subscription charge will drop to the advertised price. Resonate will process this subsidy claim on your behalf. By accepting the revised monthly subscription fee and by accepting the hearing aids, you confirm that Resonate may claim your subsidy without requiring further approval.
6.2 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.
6.3 Eligible ACC customers can access the free three-year upgrade by joining the Resonate Unlimited subscription service at the ACC published price.
6.4 Resonate will complete all applicable paperwork required by ACC or Disability Support Services, including obtaining your signed consent on an ACC 611 finalisation form (if claiming ACC).
6.5 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 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.
7. Three-year Upgrades
7.1 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.
7.2 Shortly before the three-year anniversary, Resonate will contact you via email to notify you of your three-year upgrade eligibility. It is your responsibility to book the three-year upgrade appointment or book the appointment online via the link provided in the notification email.
7.3 Your upgrade anniversary will always be defined by your original fitting date i.e. your six-year upgrade will be six years after original fitting, irrespective of when you book your three-year upgrade appointment.
7.4 You will only be eligible for your three-year upgrade provided all subscription payments are up to date and there is no outstanding debt owed. If there are outstanding payments to be made, these payments must be paid before your three-year upgrade can occur.
7.5 If, during your subscription, you have your devices replaced under insurance, this will not constitute an upgrade and you will still be eligible for your three-yearly upgrades on your anniversary date.
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 or at james@resonatehealth.co.nz
