AudienCare Policy

AudienCare Protection Plan – Terms & Conditions

Effective Date: 03/26/2026  Last Updated: 08/20/2026

These Terms and Conditions ("Terms") govern the AudienCare Protection Plan ("Plan," "AudienCare," or "Protection Plan") offered by Audien Hearing ("Audien," "Company," "we," "us," or "our") through its website at www.audienhearing.com. By purchasing or enrolling in an AudienCare Plan, you ("Customer," "Subscriber," "you," or "your") acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, do not enroll in the Plan.

1. Plan Overview

AudienCare is a monthly or annual subscription-based protection plan that provides eligible subscribers with device replacement coverage, periodic sound check appointments, priority customer support, and exclusive member benefits for covered Audien Hearing devices, subject to the terms and conditions set forth herein.

2. Eligibility

2.1. AudienCare is available only for Audien Hearing-branded devices ("Covered Devices") purchased directly from Audien Hearing or an authorized Audien Hearing retailer.

2.2. Each AudienCare subscription covers one (1) pair of hearing aids. Customers who own multiple pairs must purchase a separate Plan for each pair they wish to cover.

2.3. AudienCare may be purchased at the time of device purchase or within forty-five (45) days of the original device delivery date ("Standard Enrollment"), or at any time thereafter ("Late Enrollment," per Section 3.4). Devices that are already damaged, lost, stolen, or non-functional at the time of enrollment are not eligible for coverage under either Standard Enrollment or Late Enrollment. At the time of enrollment, the Customer must confirm that the Covered Device is in working condition. Audien may decline enrollment or deny a claim where that confirmation is found to be inaccurate.

3. Plan Options & Billing

AudienCare is offered in two subscription formats:

3.1. Monthly Plan

• Billed on a recurring monthly basis.
• Coverage remains active only while the subscription is current and in good standing (i.e., all monthly payments are up to date).
• If a payment fails or is declined, Audien reserves the right to suspend or terminate coverage until the account is brought current.

3.2. Annual Plan

• Billed as a single payment covering 365 days of protection from the date of purchase or each subsequent renewal date.
• Coverage renews automatically on the anniversary of the original purchase date unless canceled prior to renewal.

3.3. Pricing

All Plan prices are listed on the AudienCare enrollment page at the time of purchase. Prices are subject to change at any time without prior notice. Any price change will take effect at the start of the next billing cycle and will not apply retroactively to the current billing period. Continued enrollment after a price change constitutes acceptance of the new pricing.

3.4. Late Enrollment

Customers enrolling after the 45-day Standard Enrollment window described in Section 2.3 may do so only under the Annual Plan. Late Enrollment is non-refundable under all circumstances (see Section 9.3) and is offered at Audien's sole discretion as a paid alternative to Audien's standard warranty and replacement process. All other terms of this Plan, including deductibles (Section 6.2), claim limits (Section 6.3), coverage exclusions (Section 5), and the eligibility requirements in Section 2.3, apply to Late Enrollment the same as any other Plan.

The Late Enrollment Annual Plan is billed as a single payment of $99.00 covering 365 days of protection.

4. What AudienCare Covers

Subject to the terms, limitations, and exclusions set forth herein, AudienCare provides protection for Covered Devices against the following, for as long as the subscriber maintains an active subscription in good standing:

• Accidental Damage – including drops, impacts, and physical breakage resulting from normal, non-commercial use.
• Water Damage – damage caused by accidental exposure to moisture or liquid.
• Manufacturer Defects – malfunctions or defects in materials or workmanship not caused by misuse, modification, or unauthorized repair.
• Theft – loss of possession due to theft, subject to the claim documentation requirements in Section 6.
• Loss – misplacement or accidental loss of the Covered Device, subject to the claim documentation requirements in Section 6.

5. What AudienCare Does NOT Cover

The following are expressly excluded from AudienCare coverage:

5.1. Damage resulting from intentional misuse, abuse, neglect, or use of the device in a manner inconsistent with its intended purpose or Audien's product documentation.

5.2. Damage caused by unauthorized repair, modification, disassembly, or tampering by any party other than Audien Hearing or its authorized service providers.

5.3. Cosmetic damage that does not affect the functionality of the device, including but not limited to scratches, dents, or discoloration.

5.4. Devices that were not purchased from Audien Hearing or an authorized retailer, or devices not registered under a valid AudienCare Plan.

5.5. Damage caused by use with non-Audien accessories or third-party components not approved by Audien Hearing.

5.6. Loss or damage occurring while the Plan is inactive, lapsed, or canceled.

5.7. Fraudulent claims or claims involving misrepresentation of facts. Audien reserves the right to deny any claim and terminate the Plan immediately, without refund, if it determines the existence of fraud or a material misrepresentation.

5.8. Any device for which the serial number has been altered, defaced, or removed.

6. Claims Process & Replacement

6.1. Filing a Claim

To initiate a claim, the Customer must contact Audien Hearing via the dedicated AudienCare support email or phone number provided to active subscribers. All claims must include:

• Proof of an active AudienCare subscription.
• A description of the incident (damage, loss, theft, or defect).
• For theft claims: a copy of a police report or other official documentation filed with the appropriate law enforcement agency within a reasonable timeframe following the incident.
• For loss claims: a signed declaration describing the circumstances of the loss.

6.2. Claim Approval & Deductibles

Upon approval of a claim, the Customer will be required to pay the applicable deductible before a replacement device is shipped. Deductibles are as follows:

Deductible amounts are subject to change. The deductible applicable to a claim will be the amount in effect at the time of the Customer's enrollment. Subsequent changes to deductible pricing will not affect Customers already enrolled at the time of the change.

6.3. Claim Limits

Each AudienCare Plan permits a maximum of two (2) replacement claims within any rolling 12-month period, regardless of whether the Customer is enrolled in a Monthly or Annual Plan, or under Standard or Late Enrollment. Once the claim limit is reached, no further replacement claims will be honored until the start of the next 12-month period. Audien reserves the right to deny claims exceeding this limit.

6.4. Replacement Devices

Replacement devices will be of the same model as the original Covered Device, or a comparable model at Audien's sole discretion if the original model is no longer available.

Where permitted by applicable law, and in an effort to reduce electronic waste, replacement units, parts, and electronic components may consist of new or as-new devices functionally equivalent to new in performance, including units reconditioned to as-new condition by Audien or its authorized vendors. The provision of such replacement units constitutes full and complete fulfillment of Audien's obligations under these Terms.

6.5. Return of Damaged Devices

For claims involving damage or defects (not loss or theft), Customers may be required to return the damaged device to Audien Hearing before or after a replacement is shipped, as directed by Audien. Failure to return a damaged device when requested may result in denial of the claim or suspension of Plan benefits.

7. Return Labels & Shipping

7.1. Return shipping labels will be issued via email only. Audien Hearing does not mail physical return labels.

7.2. Customers who do not have email access or are unable to use an electronic return label are responsible for shipping their device to Audien Hearing's headquarters at their own expense. Audien will provide the shipping address upon request.

7.3. Customers are encouraged to use a trackable shipping method and retain proof of shipment.

7.4. Unless Audien has provided the shipping label or shipping method, the Customer is responsible for the device until it is received by Audien Hearing.

8. AudienCare Benefits

8.1. Sound Check Appointments

Subscribers are entitled to one (1) sound check appointment per calendar quarter (up to four (4) per year) with an Audien hearing specialist. Audien hearing specialists are NOT licensed medical practitioners, audiologists, or hearing healthcare professionals. Sound check appointments are intended to help optimize device settings and user experience only and do not constitute medical advice, diagnosis, or treatment. Unused sound check appointments do not carry over to subsequent quarters.

8.2. Priority Support

AudienCare subscribers receive access to a dedicated support email address and phone number, staffed by Audien's hearing specialist team. Priority support provides faster response times for Plan-related inquiries; however, specific response times are not guaranteed.

8.3. Member Discounts & Offers

Active subscribers may receive exclusive discounts and promotional offers on Audien Hearing products from time to time. Discounts and offers are subject to availability, may vary, and may be modified or discontinued at Audien's sole discretion without prior notice. Member discounts cannot be combined with other promotions unless expressly stated.

9. Refund Policy

9.1. Standard Enrollment – Annual Plan: If the Covered Device is returned in undamaged and working condition within forty-five (45) days of the original delivery date, the Customer will receive a full refund of the AudienCare Annual Plan purchase price.

9.2. Standard Enrollment – Monthly Plan: The Monthly Plan is non-refundable. Canceling a Monthly Plan stops future billing but does not refund amounts already paid for periods prior to cancellation.

9.3. Late Enrollment: Plans enrolled under Late Enrollment (Section 3.4) are non-refundable under all circumstances, including but not limited to: the device being damaged beyond working condition, a claim being filed, approved, or denied, or the Customer canceling at any time during the term. This provision exists specifically to prevent enrolling, filing a claim, and immediately canceling.

9.4. Refunds, if applicable, will be issued to the original payment method. Exact timing may vary by bank or card issuer.

10. Cancellation

10.1. Customers may cancel their AudienCare Plan at any time by:

• Visiting the online subscription portal if you purchased your plan on our website; or
• Visiting the phone order subscription portal if you purchased your plan by phone through our customer care team; or
• Contacting us at support@audienhearing.com.

10.2. Upon cancellation, all AudienCare protection plan coverage and benefits end immediately. There will be no prorated refunds for any unused portion of a billing period.

10.3. Any pending or open claims at the time of cancellation may be denied at Audien's discretion.

10.4. Audien reserves the right to cancel a Customer's Plan at any time for cause, including but not limited to: fraudulent claims, misrepresentation, abuse of Plan benefits, failure to pay, or violation of these Terms. In such cases, Audien may terminate the Plan without refund.

10.5. Late Enrollment. Late Enrollment plans may be canceled at any time to prevent renewal at the next annual billing date. As with all cancellations under this Section 10, no refund will be issued for the current term (see Section 9.3).

11. Limitation of Liability

11.1. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AUDIEN HEARING'S TOTAL LIABILITY UNDER THIS PLAN SHALL NOT EXCEED THE ORIGINAL RETAIL PRICE OF THE COVERED DEVICE AT THE TIME OF PURCHASE.

11.2. IN NO EVENT SHALL AUDIEN HEARING, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR AFFILIATES BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF DATA, LOSS OF PROFITS, OR PERSONAL INJURY, ARISING OUT OF OR RELATED TO THE USE OF, OR INABILITY TO USE, THE COVERED DEVICE OR THIS PLAN, REGARDLESS OF THE THEORY OF LIABILITY.

11.3. AudienCare is a device protection plan and is not insurance. It is not underwritten by any insurance company and does not provide insurance coverage of any kind.

12. Disclaimer

12.1. AUDIEN HEARING PRODUCTS ARE PERSONAL SOUND AMPLIFICATION PRODUCTS (PSAPs) OR OVER-THE-COUNTER (OTC) HEARING AIDS AND ARE NOT INTENDED TO DIAGNOSE, TREAT, CURE, OR PREVENT ANY DISEASE OR MEDICAL CONDITION. THE AUDIENCARE PLAN, INCLUDING SOUND CHECK APPOINTMENTS AND HEARING SPECIALIST SUPPORT, DOES NOT CONSTITUTE MEDICAL ADVICE, AUDIOLOGICAL SERVICES, OR PROFESSIONAL HEALTHCARE. CUSTOMERS WITH HEARING LOSS OR OTHER MEDICAL CONCERNS SHOULD CONSULT A LICENSED AUDIOLOGIST OR HEALTHCARE PROVIDER.

12.2. EXCEPT AS EXPRESSLY SET FORTH IN THESE TERMS, AUDIEN MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, WITH RESPECT TO THE PLAN OR ANY REPLACEMENT DEVICE PROVIDED HEREUNDER.

13. Dispute Resolution & Governing Law

13.1. These Terms shall be governed by and construed in accordance with the laws of the State of Arizona, without regard to its conflict of laws principles.

13.2. Any dispute, claim, or controversy arising out of or relating to these Terms or the AudienCare Plan shall be resolved in accordance with the dispute resolution and arbitration provisions of the Audien Hearing Terms of Service, which are incorporated into these Terms by reference and shall govern in full.

13.3. CLASS ACTION WAIVER: TO THE FULLEST EXTENT PERMITTED BY LAW, YOU AGREE THAT ANY CLAIMS OR DISPUTES ARISING UNDER THESE TERMS WILL BE RESOLVED ON AN INDIVIDUAL BASIS AND NOT AS PART OF ANY CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION.

13.4. Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of intellectual property rights or confidential information.

14. Incorporation of Terms

The Audien Hearing Terms of Service ("ToS"), available at audienhearing.com/policies/terms-of-service, are hereby incorporated by reference solely to the extent they are not inconsistent with these AudienCare Terms. In the event of any conflict between these AudienCare Terms and the ToS, these AudienCare Terms shall control with respect to the Protection Plan.

15. Modifications to Terms

Audien Hearing reserves the right to modify, amend, or update these Terms at any time. Updated Terms will be posted on this page with a revised "Last Updated" date. Continued enrollment in or use of the AudienCare Plan after the posting of updated Terms constitutes acceptance of the revised Terms. It is the Customer's responsibility to review these Terms periodically.

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

17. Entire Agreement

These Terms, together with any order confirmation, enrollment documentation, and the Audien Hearing Terms of Service, constitute the entire agreement between you and Audien Hearing with respect to the AudienCare Plan and supersede all prior or contemporaneous agreements, representations, or understandings, whether written or oral.

18. Contact Information

For questions regarding the AudienCare Plan, claims, cancellations, or these Terms, please contact:

Audien Hearing
Email: support@audienhearing.com
Phone: 205-255-1112
Mailing Address: 7350 E Evans Rd Bldg B Scottsdale, AZ 85260

By enrolling in AudienCare, you confirm that you have read, understood, and agree to these Terms and Conditions.