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Consumer Policies

"Free Marvel Upgrade."

Promotional Period: May 1st - October 31st 2020

So clients can experience Triton Hearing's new Remote Hearing Care services, we are delighted to offer a FREE MARVEL UPGRADE on the purchase of  Marvel devices before the 31st of October 2020.This promotional offer also includes a free upgrade from Vitus Plus Essential range devices to Marvel 30 EssentialPlus devices.

Marvel Upgrade valued at between $500 to $2000 per pair of devices purchased, depending on technology level chosen. 

- Purchase VitusPlus Essential, receive Marvel 30 EssentialPlus, upgrade valued at $500 pair.
- Purchase Marvel 30 EssentialPlus, receive Marvel 50 PremiumOne, upgrade vlaued at $1,700 pair.
- Purchase Marvel 50 PremiumOne, receive Marvel 70 PremiumPlus, upgrade vlaued at $2,000 pair.
- Purchase Marvel 70 PremiumPlus, receive Marvel 90 PremiumPro, upgrade vlaued at $2,000 pair 

Promotional Terms and Conditions:

  • If one device is purchased the upgrade value will halved.
  • Promotion excludes CROS transmitters.
  • Offer available to people over 18 years of age.
  • Quote must be created and fitting booked prior to 31st October 2020 to be eligible for this offer.  The fitting can occur after 31st October 2020 but within 3 months.
  • Free Marvel Upgrade is not available to clients currently on a 60 day trial with Triton Hearing or with Insurance replacements, Veterans Affairs, Enable Fully Funded devices or Triton Friends & Family.
  • Discounts will only apply to the private part of your payment  - i.e., if the hearing aids are completely covered by a third party payment then no upgrade will be applied.
  • ACC fully-funded clients that choose to privately top-up more than $500 including GST on monoaural or binaural hearing aid technology (excluding accessories) to reach next level technology are eligible for the promotion. Top-up amounts range depending on the ACC funding level and how many levels of technology the clients wants to top-up.
  • Pay As You Hear, subscription payment clients are not eligible for this promotion.
  • The Free Marvel Upgrade is not available in conjunction with any other promotional offers and cannot be redeemed for cash. Government subsidy of $511 per hearing aid is still available for eligible customers.
  • For employment related tests and tests for other purposes, GP or ENT reports are required, our normal appointment charge will apply. 

$1,000 Triton Hearing 'Cheque' offer.

Promotional Period: September 1st - October 31st 2020

We know that it can be frustrating when you have been through the ACC application process and your funding has been declined. And becasue you still need hearing aids - and life can be pretty hard without them, Triton Hearing is here to help. 

Recieve a $1,000 Triton 'cheque' for you to use towards any hearing aids from the EssentialPlus range and above.

Promotional Terms and Conditions:

  •  $1,000 Triton Hearing Cheque promotional offer is exclusively available to clients over 18 years and have had their ACC funding application declined. They must also have recieved the letter with the offer from Triton Hearing which they must present at the appointment.
  • The Triton Hearing ‘cheque’ is valid for a single $1,000 discount on the purchase of a pair of Phonak hearing aids from the Triton Hearing EssentialPlus range or above. If one device is purchased the discount value will be halved to $500.
  • The Triton Hearing ‘cheque’ is non-transferable, not available in conjunction with any other promotional offers and cannot be redeemed for cash.
  • Quote must be created and fitting booked prior to 31st October 2020 to be eligible for this offer. 
  • The fitting can occur after 31st October 2020 but within 3 months.
  • Promotion excludes CROS transmitters, Veterans Affairs, Insurance replacements, ‘Pay As You Hear’, subscription payment clients are not eligible for this promotion.
  • Government subsidy of $511 per hearing aid is still available for eligible customers.
  • Triton Hearing reserves the right to update the terms of this promotion if necessary.

FREE ACC Technology Upgrade.

Promotional Period: September 7th - October 31st 2020

So you can get the very most out of your ACC funding, we are delighted to offer a FREE Technology Upgrade to eligible ACC funded clients, prior to the 31st of October 2020.
The ACC Technology Upgrade is valued at between $1,706 to $2,260 per pair of devices, depending on ACC funding band. 

ACC Band 1 fully funded option M30-312, with upgrade will receive an M50-312. Upgrade valued at $2,054.32 pair.
ACC Band 2, fully funded option M30-R, with upgrade will receive M50-R. Upgrade valued at $1,706.82 pair.
ACC Band 3 fully funded M50-312, with upgrade will receive M70-312. Upgrade valued at $2,260.32 pair
Promotional Terms and Conditions:

  • ACC eligibility criteria applies
  • Quote must be created and fitting booked prior to 31st October 2020 to be eligible for this offer.  The fitting can occur after 31st October 2020 but within 3 months.
  • If one device is purchased the upgrade value will be halved.
  • Promotion excludes CROS transmitters.
  • Offer available to people over 18 years of age.
  • Free Upgrade is not available to clients currently on a 60 day trial with Triton Hearing or with Insurance replacements, Veterans Affairs, Enable Fully Funded devices or Triton Friends & Family.
  • Pay As You Hear, subscription clients are not eligible for this promotion.
  • The Free Technology Upgrade for ACC clients is not available in conjunction with any other promotional offers and cannot be redeemed for cash.
  • For employment related tests and tests for other purposes, GP or ENT reports are required, our normal appointment charge will apply. 

Pay as You Hear, for $1 a day.

Promotional Period: 1st - 14th September 2020

We know that upfront investment for hearing devices can be a barrier for some clients, who would benefit from them. ‘Pay As You Hear, for $1 a day’ eliminates this barrier, unlocking the potential to help clients to enjoy the re-connection that Better Hearing can bring with friends, family and loved ones.

Promotional Terms and Conditions:

  • Pay As You Hear, for $1 a day offer is exclusive to the following Triton Hearing clinics: Tauranga, Papamoa, Ashburton, Invercargill on appointments booked between the 1st – 14th of September 2020. 
  • Appointments & fittings can take place until the 14th of October 2020.
  • The device prescribed with this offer is limited to the Phonak Belong 30, Non rechargeable, non custom with limited colour options. 
  • Standard Pay As You Hear terms as conditions apply, as detailed here

"Buy One. Gift One"

3rd July 2020 - 30th September 2020

Buy One, Gift One promotion exclusve to Triton Hearing Rotorua

  • Buy One, Gift One  promotion is exclusive to Triton Hearing Rotorua clients purchasing Phonak hearing aids before 30th September 2020.
  • The value of the ‘gifted pair’ will equal the private portion of your payment - e.g., if the hearing aid costs are completely covered by a third party payment, for example ACC, then no gift value can be applied. Excludes the cost of accessories, consumables or ear moulds.
  • The Buy One. Gift One. voucher: Once your hearing aid fitting has been finalised and payment received in full, you will receive a gift voucher (to the value of the private portion of your payment) to gift to a friend, family or loved one. This voucher must be presented to Triton Hearing Rotorua clinic before the expiry date of the voucher. The voucher can only be redeemed for the purchase Phonak devices. The gift voucher recipient can provide an additional payment should they wish to “upgrade” their purchase to higher level technology. The voucher cannot be exchanged for cash in part or full and is valid for a single transaction only.  
  • Offer available to clients over 18 years of age. Government subsidy of $511 per hearing aid is still available for eligible customers. Pay As You Hear clients are not eligible for this promotion.
  • Buy One Gift One Rotorua is not available in conjunction with any other promotional offers.
  • Triton Hearing reserves the right to update the terms of this promotion if necessary.

'Pay As You Hear', 

Hearing aid subscription service.

‘Pay as You Hear’ is a revolutionary hearing aid subscription service by Triton Hearing, providing the use of  the today’s best hearing technology, backed by unlimited care and support, plus new devices every three years on an easy monthly payment.

1.1     We will provide you with Phonak PremiumPro Rechargeable device/s, Phonak Belong30 device/s, Phonak Lyirc other equivalent hearing aid/s (“device/s”) depending on subcription level chosen.
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 rechargeable batteries and consumables including moisture kits and tablets, domes, receivers and wax guards.Upgrade to the latest hearing aid(s) at equivalent technology level, every 3 years from date of first fitting. Upgrade must be fitted within 3 months of 3 year anniversary date. 


2. Payment
 2.1  We will provide the device/s to you on the initial fitting date for a free trial period of 30 days. The trial period ends on the trial period end date (see page 1). There is no obligation to continue the subscription after the trial period end date. If you do not wish to proceed with the subscription, you must return the device/s to us in fair and reasonable condition on or before the trial period end date. We will not charge you any subscription fees for device/s returned on or before the trial period end date.     
 2.2  Your first payment will be automatically deducted from your credit card the day after the trial period end date. We will continue to automatically charge your credit card every month after that until you cancel this agreement in accordance with clause 3.
 2.3  We will not increase the subscription price for 36 months from the date of this agreement. We reserve the right to change the subscription price after this period.
 2.4  We will provide you with one months’ written notice of any price increases or changes to this subscription agreement.
 

3. Cancellation

3.1   You can cancel this agreement at any time by returning the device/s to us at a Triton Hearing clinic. Any payment (part or full) made after the cancellation date will be refunded provided hearing aids are returned in fair and reasonable condition as defined in clause 4.4.

3.2  We reserve the right to cancel this subscription agreement if we cannot charge your credit card. Before cancelling this agreement we will attempt to call or email you. You must return the device/s to us in fair and reasonable condition, within 10 days of cancellation.  

4. Liability
4.1The device/s remain the property of Sonova Audiological Care New Zealand Limited.
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 must be completed at a Triton Hearing clinic.
4.3 You are responsible for the safe custody and care of the device/s and any other related products and accessories. You are also responsible for ensuring the device/s are covered by your insurance policy.
4.4If you return all products to Triton Hearing in fair and reasonable condition within 60 days of fitting will receive a full refund of any subscription money paid. If you cancel 60 days after fitting, we will provide a refund of any subscription monies paid in advance in the current month, as at the date the hearing aids are returned.
4.5 All refunds will be processed within 14 working days of the products being returned to us in fair and reasonable condition.
4.6 Fair and reasonable condition is defined as a product that is in working order and that has not suffered any intentional damage, as reasonably determined by a Triton Hearing clinician.
4.7 If you do not return the device/s to Triton Hearing in fair and reasonable condition as defined in clause 4.6 or do not return the device/s within the timeframe set out in clause 3.2, we reserve the right to charge you a loss/damage fee of $1380 including GST per hearing aid.

Better Hearing Guarantee

Hearing aids are a significant investment, so it’s important that you can enjoy complete peace of mind knowing that once you have made a decision to purchase your hearing aid/s, you are covered by Triton Hearing’s Better Hearing Guarantee.Under the Triton Hearing Better Hearing Guarantee, if you are not totally satisfied with your hearing aid/s, then just let us know within 60 days of the date of purchase and we will provide a full refund, subject to the following terms. Terms and conditions:This guarantee is available at any Triton Hearing clinic to anyone with a treatable hearing loss (as determined by a Triton Hearing clinician) who is 18 years and over. If you are not satisfied with the hearing aid/s provided by Triton Hearing, just let us know within 60 days of the date of purchase. We’ll arrange an appointment for you to meet with a Triton Hearing clinician and return the hearing aid/s, related products and accessories. If you return all products to us in fair and reasonable condition, we will provide a full refund. A product that is in working order and that has not suffered any intentional damage (as reasonably determined by a Triton Hearing clinician) will be considered to be in fair and reasonable condition.  All refunds will be processed within 14 working days of the products being returned to us in fair and reasonable condition. The safe custody of the hearing aid/s and any other related products and accessories is your responsibility while they are in your possession. Please contact your insurance company to ensure you have adequate cover for the full retail cost of the hearing aid/s, related products and accessories.

Lifetime FREE Care Policy

One of the key benefits of purchasing your hearing aids from Triton Hearing is the fact that you will receive free care and support for the life of your hearing aids. Clinician appointments for the life of the hearing aids are free of charge. This excludes Ear Nurse appointments.On-site clean and checks are free of charge for the life of the hearing aids.

This includes:
  • On-site changes of domes, thin tubes, filters, standard tubes
  • On-site changes of receivers within receiver warranty
This excludes:
  • Provision of consumables for home use (charges apply, e.g. a dome may be replaced FOC in clinic, but a client wanting a packet of domes must purchase them)
  • On-site changes of receivers outside of receiver warranty (charges apply)
  • Any off-site repairs or servicing (charges apply)

Free 10-Day trial

The Triton Hearing FREE 10-Day trial Terms and Conditions must be signed and photo identification (Driver’s License or Passport) must be sighted and photocopied to participate in the 10 Day trial Either a credit card, a signed cheque or a fully refundable deposit of $500.00 must be presented before the trial hearing aids are fitted. A hearing aid trial is only available to people that have a treatable hearing loss. After the 10 day trial, Triton will either proceed with an adjustment appointment and process the payment in full or the aids must be returned in working condition. Returns of hearing aids are only valid if accompanied with supplied batteries, dry aid kit, and hearing aid packaging. During the trial period the safe custody and care of the aids/devices issued to you are your sole responsibility. It is up to you to contact your insurance company to ensure the aids/devices are covered by them should anything happen. You will be responsible to cover the full cost of these aids/devices if they are lost, stolen or broken within the trial period. There is no obligation to purchase the aid(s) provided the hearing aid(s) are returned in good working order after the 10-Day period has ended.

3 year half-price upgrade

From November 2017, clients who newly purchase hearing aids from Triton Hearing’s PremiumPro and PremiumPlus ranges are eligible to replace their hearing aids at half price, 3 years from the trial finalisation date. The replacement hearing aids will come from the Phonak range of devices only. Clients who purchased their hearing aids through the Ministry of Health Fully-Funded Hearing Aids scheme, Vertans Affairs, ACC or similar, are not eligible for this offer. Insuarnce replacement clients are not elligible for this offer. If a client wants to replace their eligible devices after the offer has expired (i.e. 3 months after their 3-year anniversary) they may do so at standard retail pricing. The offer is not valid after it has expired. The half-price offer cannot be used in conjunction with any other offers or special pricing.

Returns and Refunds Policy

Triton Hearing will ensure all returns and refunds are processed in accordance with the Consumer Guarantees Act 1993 www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/
 All hearing aids and other related products and accessories, and any products purchased online are fully refundable if they are returned to Triton Hearing in good condition within 60 days of the date of purchase.

60-Day money back guarantee

During the trial period the safe custody and care of the aids/devices issued to you are your sole responsibility. It is up to you to contact your insurance company to ensure the aids/devices are covered by them should anything happen. Please note the hearing aid price above reflects the retail price before any subsidies have been applied. You will be responsible to cover the full cost of these aids/devices if they are lost, stolen or broken within the 60-Day period. There is no obligation to purchase the aid(s) provided the hearing aid(s) are returned in good working order and within the trial period (60 days). Our Clinician will need to meet with you to confirm the aid/devices are in good condition and that everything quoted has been returned to Triton Hearing Limited If this is the case, a full refund will be given.

Manufacturer’s Warranty

All hearing aids and other related products and accessories bought from Triton Hearing come with a standard 2-year manufacturer’s warranty from the date they are ordered (individual manufacturer's conditions apply).

Triton Hearing Warranty

All hearing aids and other related products and accessories are fully refundable if they are returned to Triton Hearing in good condition within 60 days of the date of purchase.

Feedback and Complaints Policy

At Triton, our aim is to provide you with excellent customer service by making sure your experience with us, is above and beyond what you would expect. Our client satisfaction is very important to us, and we love the great feedback and letters we receive from clients thanking us for a great experience. However, sometimes we don’t get things just right, and we also aim to resolve any problems and complaints quickly and effectively.

Giving us feedback

To give us feedback on your experience with Triton Hearing or to let us know about something we could have done better, you can do one of the following: Call us on 0800 45 45 42 or Email us at info@tritonhearing.co.nz. Write to us at Triton Hearing, PO Box 14096 Christchurch 8154.

After you have given us your feedback

If you have contacted us with some great feedback, we will let the appropriate teams and staff know about it. If you have called us with a complaint, where possible, your complaint will be resolved there and then. If there is a need for more investigation we will refer the complaint to the appropriate Regional Manager who will be in contact with you, within 2 to 3 working days. If you have emailed or written to us with a complaint, we will refer the complaint to the appropriate Regional Manager who will be in contact with you, within 2 to 3 working days of us receiving your correspondence. They may need to contact you for more information and they will keep you informed of the expected resolution and time frames.

If you feel your concern has not been resolved to your satisfaction, you can contact the Consumer NZ Advisory Service on 0800 266 786. They will provide an independent opinion and make a recommendation to you.
www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/

A subsequent option would be to contact the Health and Disability Commission to discuss your concerns: http://www.hdc.org.nz/complaints
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