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Refund Policy

HearHub is powered by The Shepherd Centre for Deaf Children (“The Shepherd Centre”), which is registered as a charity with the Australian Charities and Not for Profits Commission.

By purchasing a HearHub subscription package, you agree that:

REFUNDS

This Refund Policy is applicable to Australian customers. For customers outside of Australia, please contact us for a copy of the Refund Policy for your country by emailing: [email protected]

HearHub, powered by The Shepherd Centre

This Refund Policy ("Policy") applies to all purchases from us, unless stated otherwise.

(1) CUSTOMER SATISFACTION IS OUR PRIORITY

At HearHub, customer satisfaction is our priority.

We offer refunds and technical support in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

(2) AUSTRALIAN CONSUMER LAW

(a) Under the Australian Consumer Law:

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures. If a failure with the service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the service and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the service.

(b) We offer refunds and technical support in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the service refunded.

(3) CHANGE OF MIND

We do not offer any refund if you simply change your mind, or find the same service cheaper elsewhere.

(4) EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a technical support or a refund for a product service you purchased if:

(a) You misused the service in a way which caused the problem.

(b) You knew or were made aware of the problem(s) with the service before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for alterations to HearHub, against our advice, or you were unclear about what you wanted.

(d) Any other exceptions apply under the Australian Consumer Law.

(5) SERVICES CONTAINING YOUR DATA

Your HearHub subscription contains your data. We recommend that you back up any data to avoid data loss.

(6) RESPONSE TIME

We aim to process any requests for technical support within 5 business days and requests for refunds within 14 days of having received them.

(7) HOW TO OBTAIN A REFUND

(a) You may contact us to discuss a refund using the details at the end of this Policy.

(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.

(c) You must provide proof of purchase in order to be eligible for a refund.

(d) You may be required to present a government issued identification document in order to be eligible for a refund.

(8) CONTACT US

If you wish to speak to us about this Policy or about any refund or technical issues, you may contact us at:

[email protected] or call +61 (0)2 9370 4400

Please be sure to include the details of your original payment including:

  • Your full name
  • Business name
  • Contact phone number
  • The payment date
  • The payment amount
  • How you made the payment
  • The reason for the refund request

 The Shepherd Centre will then review your refund request and advise of the outcome.