Triton Care+ Plan Terms and Conditions

Updated: May 2025

Triton Care+ offers extra care for you and your devices, and complete peace of mind. Receive an annual Care+ Kit to keep your hearing aids in tip-top shape, plus an easy repair or replacement service should you need it. All for one simple price, no matter your device.

1. Introduction

These terms and conditions (“Terms”) set out the agreement between Triton Hearing, operated by Sonova Audiological Care New Zealand Limited (“Triton Hearing”, “we”, “us”, “our”), and customers (“you”, “your”) regarding our Triton Care+ Plan (“Plan”). This Plan provides repair or replacement of eligible hearing aids under specified conditions, in addition to your consumer rights under New Zealand consumer protection laws.

Your existing consumer rights

You have existing consumer rights and remedies in relation to your Triton Hearing-supplied hearing aids under the Consumer Guarantees Act 1993 (CGA). These include that your hearing aids must:

• Acceptable quality — be safe, durable, free from defects, look acceptable, and help with your hearing;
• Fit for purpose — be fit for their purpose (i.e. to assist your hearing);
• Match description — match the description we provided;
• Match sample or demo — match the quality and design of any samples or demonstration models; and
• Arrive on time — if a delivery date is agreed on, they must arrive on that date or, where no date is agreed, within a reasonable time.

Where the minimum guarantees under the CGA are not met, depending on the nature of the issue and whether it is minor or major, you can: 1 Repair — ask for your hearing aid to be repaired; 2 Replace — if a repair is not practical, you can ask for a replacement; or 3 Refund — if repair or replacement is not possible within a reasonable time, you can ask for a refund.

This Plan:

• does not affect or change your consumer rights under the CGA; and
• is an extended warranty add-on you can choose to pay for that provides additional repair and replacement rights that are distinct from (and additional to) your consumer rights and the applicable minimum guarantees under the CGA.

Plan provides additional rights to CGA

Under this Plan, and subject to the noted limitations and exclusions, you can access repair or replacement hearing aids where you lose or damage your heading aids during the applicable Service Period — this is not a remedy that would otherwise be available through the CGA. A summary comparing your rights under the CGA and the protection offered under the Plan is set out below:

Your right to cancel

If you change your mind within five (5) days of signing onto this Plan, you can cancel the Plan and receive a full refund of any Plan payment(s) made in advance. You can notify us in person at our stores, by phone, or in writing to your clinic. If the Plan is purchased along with Hearing Aid(s) and the purchase of those Hearing Aid(s) is refunded under the Triton Better Hearing Guarantee then this Plan will also be cancelled and refunded in full. All product supplied must be returned in full.

2. Eligibility and Purchase

2.1 The Plan is available only to customers who have purchased their hearing aids from Triton Hearing and have been invited to join the Triton Care+ Plan. 2.2 The Plan applies exclusively to Triton Hearing-supplied hearing aids, Phonak and Unitron brands. 2.3 The Plan is only available for hearing aids within the agreed-upon Service Period under the Triton Care+ Plan. The Service period is defined in Clause 3.2. 2.4 The upfront cost of the Plan is $250 incl GST per device for 1 year and is to be paid in full at time of purchase. Two years of the Plan can be purchased for $450 incl GST per device and is to be paid in full at time of purchase. 2.5 Where your hearing aid is replaced under the Plan, the cost of each replacement is $600 incl GST and any customisation costs per device ($1,200 incl GST and any customisation costs where both devices are replaced at the same time). 2.6 Payment for the Plan will be via credit card or direct debit, using a third party payment gateway.

3. Service Period

3.1 Customers can purchase the Plan either at the time of purchasing new hearing aids or for existing hearing aids that are up to 24 months old at the time of enrolment. Options include either one or two years from the date of purchase or enrolment. 3.2 The Service Period begins on the date of hearing aid purchase for new aids, or on the date of enrolment in the Plan for existing aids. You have a right to cancel this plan within five (5) days of the Service Period beginning and will receive a full refund of any Plan payment(s) made in advance. If the Plan is purchased along with Hearing Aid(s) and the purchase of those Hearing Aid(s) is refunded under the Triton Better Hearing Guarantee then this Plan will also be cancelled and refunded in full. All product supplied must be returned in full. 3.3 Customers will receive written confirmation of their Plan start date at the time of enrolment. The Plan will expire at the end of the Service Period and this date will be advised in the Plan confirmation details. 3.4 Triton Hearing will maintain internal records of the Service Period for verification purposes. 3.5 For clarity, Triton is not obliged to renew coverage at the expiry of the then-current term, and reserves its rights to decline to provide subsequent or further coverage at its own discretion.

4. Scope of Service

4.1 Separate to any quality-related repairs or replacements that you are entitled to under the CGA, this Plan provides for the repair or replacement of hearing aids that have been damaged, lost, or require servicing caused by external events or factors, subject to the following conditions:

• The device must be within the original Service Period as defined in the Triton Care+ Plan.
• The customer must prove, to Triton Hearing’s satisfaction, purchase and ownership which may be verified with production of purchase receipt.
• A replacement payment of $600 incl GST per device applies (where the replacement is required due to reasons that fall outside of the guarantees in the CGA), plus any customisation costs (e.g., c-shells, receivers).
• The Limitations and Exclusions set out at clause 9.

⠀4.2 Replacement devices will be new and of equivalent technology to the original. 4.3 There is a limit of two replacement events per customer per year during the Service Period. Each event may involve one or both hearing aids, allowing up to four individual hearing aids to be replaced in total (if both hearing aids are replaced in both events). Beyond this limit, alternative options must be considered.

5. Consumables and Maintenance

5.1 Customers will receive a fixed set of consumables estimated to last the duration of cover at the beginning of the Service Period, based on a fair use estimate. The consumables bundle includes filters, domes, tubes, drying tablets, and one spare receiver per year per aid. Batteries will be provided for battery-operated hearing aids. 5.2 Any additional consumables beyond the initial allocation must be purchased separately.

6. Loan Aids

6.1 If a hearing aid requires repair, a loan aid can be provided at no additional cost, subject to availability and standard loan aid terms. 6.2 Customers are responsible for returning the loan aid in good condition. Damage or loss of loan aids may result in additional charges.

7. Repair and/or Replacement Process

7.1 Customers must notify Triton Hearing of any loss or damage via phone or email. 7.2 A request form will be provided to the customer for completion. 7.3 Triton Hearing will review the request and provide a quote for any replacement payment. 7.4 If a repair is required the hearing aid(s) must be brought by the customer into a Triton Hearing clinic for review. Any courier or postage costs for sending to the manufacturer for repair will be covered by Triton Hearing. 7.5 Approval step: The request will be reviewed by Triton to ensure it meets the conditions set out under clause 9 before processing. 7.6 If approved, a replacement or a repair loan aid will be arranged for the customer, on the basis referred to in clause 6.1. 7.7. Any disputes can be taken through our standard complaints process as detailed on our website. 7.8 Recovery of Original Hearing Aid: If you report a hearing aid as lost or stolen and receive a replacement device, but the original is later found, you must notify Triton Hearing within 14 days of its recovery. We may require you to return the replacement device.

8. Customer Responsibilities

8.1 Customers must take reasonable care of their hearing aids, keeping them clean and well-maintained as per the Triton Care+ Plan terms. 8.2 Customers must follow all usage and maintenance guidelines provided by Triton Hearing.

9. Limitations and Exclusions

9.1 This Plan does not cover:

• Devices outside the agreed Service Period.
• Repairs due to misuse, intentional damage, or unauthorised modifications.
• Costs associated with consumables beyond the initial allocation.
• Any damage arising from non-compliance with maintenance instructions.

9.2 The Plan does not include an automatic renewal. Future renewals will be subject to Triton Hearing’s discretion and revised terms. 9.3 See also the limit on the number of replacement claim events that can be made set out in clause 4.3. 9.4 All repairs and any replacement of devices must be conducted by Triton. Any repair services conducted by a third party will mean the relevant device is ineligible for the Plan.

10. Overseas Travel

10.1 Customers travelling overseas remain covered under the Plan, subject to the following:

• In-New-Zealand Processing: Repairs or replacements can only be carried out within New Zealand. You must return to a Triton Hearing clinic to complete your repair or replacement claim.
• Loss or Damage While Abroad: If your hearing aid is lost, stolen, or accidentally damaged overseas, notify Triton Hearing as soon as possible. Upon returning to New Zealand, follow the standard claims process and pay any applicable replacement payment.
• No Overseas Loan Aids: Triton Hearing does not ship loan hearing aids overseas. Any loan aid must be returned upon your return.
• No Overseas Repair Reimbursement: Repairs should not be completed on the hearing aid(s) by any third party audiology retailer or any other party — this will mean your device is no longer eligible for the Plan and no repairs or replacement(s) will be available. We do not reimburse for repairs or replacements done outside New Zealand.

10.2 These conditions are subject to all other limitations and exclusions in Section 9.

11. Privacy and Data Protection

11.1 Triton Hearing collects and processes personal information in accordance with its Privacy Policy. 11.2 By purchasing this Plan, you consent to the collection and use of personal information in accordance with our Privacy Policy for the purpose of administering this Plan.

12. General Provisions

12.1 Triton Hearing reserves the right to update these Terms at any time, subject to reasonable notice. We will notify you when we update these Terms, along with the date the changes will take effect. Where any changes:

• are not material, the changes will take effect at the end of the notice period; or
• represent a material change to the scope and/or benefits of the Plan for customers, the changes will take effect at the end of the notice period. However, if you do not agree to the changes you may cancel the Plan by notifying Triton before the changes take effect. Where you have paid for the Plan in advance, you will receive a pro-rata refund of any advance payment.

12.2 These Terms are governed by the laws of New Zealand, and any disputes will be resolved in accordance with New Zealand legal processes. 12.3 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. This is not a contract of insurance. By enrolling in the Triton Care+ Plan, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

Sonova Audiological Care New Zealand Limited

7/6-8 Omega Street, Rosedale, Auckland 0632

0800 45 45 42 info@tritonhearing.co.nz