Terms & Conditions

Reassure – Regain Hearing’s enhanced warranty

Welcome to Reassure, our customer care program which provides enhanced warranty benefits for your Hearing Aids.

If you experience issues with your Hearing Aids, please visit a Practice or contact us at 0800 028 6763 or email Reassure@Regainhearing.co.uk for assistance.

It is important to note that the Reassure program is administered by Regain Hearing, and participation in this program does not confer any ownership rights over any assets associated with the program.

The following provisions apply to all customers enrolling in the Reassure program as of November 1, 2024.

The benefits provided under this program are contingent upon the timely payment of the full subscription fee and are subject to our discretion.

Individuals who purchase Hearing Aids from Regain Hearing are eligible to apply for membership in the Reassure program.

Applications submitted more than 30 days after the fitting of the Hearing Aid will necessitate a physical check of the Hearing Aid.

Definitions

For the purposes of these Terms and Conditions, the following terms shall have the meanings assigned to them.

Accessories: Items provided at the time of purchase that are not essential to the operation of Hearing Aids
Accidental Damage: Accidental damage is physical damage that occurs unexpectedly and is not intentional
Certificate: A formal document that confirms the details of your membership within the program.
Consumables: Essential disposable items required for the operation of Hearing Aids.
Customer: An individual who purchases and utilises our Hearing Aids.
Features: Services provided under Re-assure
Hearing Aids: Devices that are procured from us, utilised by you, and which are not older than 60 months from the date of purchase.
Membership: The annual duration of participation commencing from your date of enrolment in the program.
Practice: Designated locations where our products and services, including the Re-assure program, are made available.
Reassure: The customer car/Enhanced Warrant Program, that is the subject of these Terms and Conditions.
Replacement Aid: Hearing Aids that are identical or equivalent in function and quality to those previously acquired.
Replacement Fee: The amount paid by you upon successful fulfilment of a claim for replacement – This fee will be equivalent to 15% of the original purchase price of your hearing aid.
Subscription: The annual fee required for membership in the Re-assure program.
Technology Upgrade: Hearing Aids with enhanced features beyond that of the originally purchased or proposed equivalent
Upgrade Fee: An additional and optional financial contribution incurred by you should you elect to upgrade your Hearing Aids. Where the current retail price of the originally purchased aids can be offset against the cost of upgraded Hearing Aid technology (defined by enhanced specifications)
We / Us / Our means: Regain Hearing and authorised colleagues.

Inclusive features

As a member of the Reassure program, your benefits shall encompass the following.

Upon a successful claim.

Repairs: We commit to repairing your Hearing Aids in the event of accidental damage, or any damage that falls outside of the standard manufacturer warranty.

Replacement Aids: Should your Hearing Aid become lost, stolen, or irreparably damaged (Beyond economical repair), we shall provide a replacement, subject to the applicable replacement fee. You are entitled to receive up to two replacement devices during the 5 year period of membership validity.

International Cover: In circumstances where you find yourself outside the UK for a period not exceeding 28 days and require repair or replacement services, we shall provide assistance upon your return.

Technology Upgrade: Upon a successful claim, we will offer a like-for-like replacement as standard or the opportunity to upgrade your technology at an additional cost.

Exclusions (what’s not included)

Reassure benefits shall not be accessible under the following conditions:

If you have previously received two replacements.
If your membership is not renewed.
In cases where your membership has been cancelled or suspended.
Should there be any outstanding subscription payments
Cover for Cosmetic damage which does not affect the functionality of the Product such as scratches and discoloration.
If issues regarding your Hearing Aids are not reported to us within a period of 14 days.
Claims pertaining to accessories or consumables.
If there is evidence of intentional neglect or misuse of the Hearing Aids.
Claims that relate to Gross negligence. Defined by a conscious and voluntary disregard of the need to use reasonable care by you as a user.

How to claim

To initiate a claim as part of your reassure membership, we kindly ask that you contact us by telephone or email (If you are within your cancellation period, written requests are required)

For claims related to loss or damage, requests must be submitted within a 14-day timeframe and must include supporting evidence.

You are required to inform us if a third party is involved in any claims submitted.

Our aim is to, wherever possible, fulfil all requests for membership benefits within 21 days.

We will not be responsible for any failure to carry out our obligations under Reassure if it is caused by any circumstances outside our reasonable control

Membership rules

We retain full discretion in the granting or refusal of membership applications.

Annual subscriptions must be remitted within a period of 14 days following the renewal notice.

Subscriptions benefits and terms will align with the benefits extended within your original Reassure Certificate

In instances where benefits have been provided during the cancellation period, you forfeit the right to cancel.

A Reassure purchase can only be applied as a first purchase on Hearing Aids where the original purchase date is within 2 years from the date of request

Cancellation and termination

You may cancel your Reassure Plan at any time. If you cancel a Term Plan within the first 45 days of purchase, you will be entitled to a full refund (unless you have made a successful claim)

You may cancel your membership within 14 days of the commencement of each membership year by providing written notice to us.

Full refunds shall be issued if cancellation occurs within the specified timeframes.

Immediate cancellation of membership may occur in circumstances of payment failures or the provision of inaccurate information.

Membership shall automatically terminate under the following conditions:

Should your Hearing Aid exceed 5 years of age (from the date of purchase)
If you cancel the purchase of the Hearing Aid.
In the unfortunate event of your passing.

Upon cancellation, features and benefits of your Reassure membership will immediately cease.

Should replacement aids be received as part of your membership this will not extend the duration of your current membership year.

The 5 year period of membership validity, will align with the original purchase date of the original Hearing Aid and will not be extended by replacement.

The decision to proceed with the purchase of upgraded Hearing Aids will be considered as a new purchase and will require a new plan to be purchased to continue membership benefits

Membership is strictly non-transferable and cannot be assigned to any other individual or entity.

Termination of Services We reserve the right to terminate membership and associated benefits if we suspect intentional abuse of the program or non-compliance with the terms and conditions of Reassure.

If we cancel your policy, we will provide a refund of your premiums less a charge for the cover already provided.

Unless otherwise stated above, if we cancel your membership we will give at least one month written notice to the last known home address or office address or email address you have provided to us.

General

You are required to notify us promptly of any changes to your personal information..

The provision of Reassure features can be withdrawn or withheld at our discretion.

Our interpretation of these rules shall be deemed final and binding.

This policy shall undergo an annual review to ensure its continued relevance and compliance with applicable laws and regulations. Members will be informed of any updates

Amendments to these rules may be enacted with prior notice, except in cases necessitating immediate legal compliance.

Any complaints should be directed to our complaints team via ReassureComplaints@Regainhearing.co.uk, and we aim to respond within a timeframe of four weeks.

Customer service representatives are available to assist you from 9 AM to 5 PM, Monday to Friday, excluding public holidays.

Should any provision of these rules be determined to be unlawful, the remaining provisions shall continue in full force and effect.

Your statutory rights as a consumer remain unaffected by these terms and conditions.

Governing law

Unless agreed otherwise, the law of England and Wales will apply and all communications and documentation in relation to this policy will be in English.

The validity and enforceability of the remaining provisions of this agreement will not be affected if any part is determined to be unlawful

A register of members shall be maintained, and access to said register shall be strictly limited and not open to public inspection. We shall handle all personal data in accordance with the General Data Protection Regulation (GDPR) and our privacy policy, ensuring that member information is safeguarded and processed lawfully