Direct Debit Service Agreement

Direct Debit and Credit Card Agreement Terms and Conditions

Our commitment to you

This document outlines our service commitment to you in respect of the Direct Debit Request (DDR) or Credit Card arrangements made between HearHub powered by The Shepherd Centre (ABN: 61 000 699 927/User ID: 278787) and you. It sets out your rights, our commitment to you and your responsibilities to us, together with where you should go for assistance.

Initial terms of the arrangement

In terms of the arrangements made between The Shepherd Centre and you, we undertake to periodically debit your nominated account or Credit Card for the agreed amount.

Drawing arrangements

Drawing will then take place on the 18th or 28th of every month as nomin

If any drawing falls due on a non-business day, it will be debited to your account or Credit Card on the next business day following the scheduled drawing date.

We will give you at least 14 days’ notice in writing when changes to the initial terms of the arrangement are made. This notice will state any other changes to the initial terms.

If you wish to discuss any changes to the initial terms, please contact The Shepherd Centre on (02 9370 4400 or email [email protected].

Your rights

Changes to the arrangement

If you want to make changes to the drawing arrangements, please contact us on (02) 9370 4400 or email [email protected]

These changes may include:

Deferring the drawing; or

Altering the schedule; or

Stopping an individual debit; or

Suspending the Direct Debit or Credit Card Request: or

Cancelling the Direct Debit or Credit Card Request completely.


Direct all enquiries to The Shepherd Centre, rather than to your financial institution. Enquiries and changes should be made at least seven working days prior to the next scheduled drawing date. All personal customer information held by us will be confidential except that information provided to our financial institutions to initiate the drawing to your nominated account.


If you believe that a drawing has been initiated incorrectly, we encourage you to take the matter up directly with The Shepherd Centre on (02) 9370 4400.

If you do not receive a satisfactory response to your dispute from us, contact your financial institution.

You will receive a refund of the drawing amount if we cannot substantiate the reason for the drawing.

Note: Your financial institution will ask you to contact us to resolve your disputed drawing prior to involving them.

Your commitment to us

It is your responsibility to ensure that:

Your nominated account can accept Direct Debits (your financial institution can confirm this); and

On the drawing date there are sufficient cleared funds in the nominated account; and

You advise us if the nominated account is transferred or closed.

If your drawing is returned or dishonoured by your financial institution we will contact you by phone or mail to see if it is possible for you to continue to make these payments and to request a re-draw after a nominated period. We will ask you to reimburse us with any transaction fees incurred by us in respect of the above.