Effective Date: Current as of publication
Entity: Harken Audiology Pty. Ltd. (ABN 92 683 356 765)
This policy establishes our comprehensive framework for appointment cancellations, service refunds, and hearing device returns, ensuring transparent, fair practices that respect client needs while maintaining efficient clinic operations in full compliance with Australian Consumer Law and Hearing Services Program requirements.

Policy Application and Coverage

These provisions apply universally to all Harken Audiology clients and encompass all staff members involved in service delivery, appointment coordination, billing processes, and client support services. Our approach ensures consistent application of cancellation and refund terms across all aspects of our practice.

Foundational Principles

Harken Audiology operates under a commitment to balanced service delivery that honours client requirements while protecting essential clinic resources. Our cancellation and refund practices align with Australian Consumer Law standards, Hearing Services Program (HSP) guidelines, and established ethical business principles, ensuring fair treatment for all parties involved.

Appointment Management and Cancellation Framework

Advance Notice Requirements
We respectfully request a minimum of 24 hours’ advance notice for all appointment cancellations or rescheduling requests. This timeframe enables us to offer appointment slots to other clients requiring care and maintains efficient clinic operations.

Late Cancellation Policies
Cancellations made with less than 24 hours’ notice may result in applicable fees at the clinic’s discretion. These policies help maintain scheduling integrity and ensure fair resource allocation across our client base.

No-Show Consequences
Failure to attend scheduled appointments without prior notification may result in cancellation fees and could necessitate pre-payment requirements for future bookings to ensure appointment commitment.

Exceptional Circumstances
Cancellation fees are waived in extraordinary situations including medical emergencies, family bereavement, or other significant unforeseen circumstances that prevent attendance. We approach these situations with compassion and understanding while maintaining fair practices for all clients.

Hearing Device Return Provisions

Standard Period
All clients fitted with hearing devices may return devices for a full refund within 30 days of the fitting. This extended timeframe allows adequate adjustment and evaluation of device performance in real-world listening environments.

Period Exclusions
While the device cost is fully refundable during the trial period, certain associated costs may be excluded from the refund calculation:

  • Professional fitting and programming service fees that are designated as non-refundable
  • Consumable items that have been utilized, including ear domes, wax guards, and batteries
  • Manufacturer restocking fees as specified in supplier agreements

Product Return Conditions
Returned items must maintain their original packaging, documentation, and pristine condition to qualify for full refunds under our standard return policy.

Processing Timeline

Approved refunds for non-trial products are processed within seven business days of item return, ensuring prompt resolution and minimal financial disruption for clients.

Service Refund Parameters

Delivered Service Policy
Professional services that have been completed, including hearing assessments, ear wax removal procedures, auditory processing assessments and consultations, are generally non-refundable as the clinical value has been delivered and cannot be returned.

Alternative Resolutions
In rare cases of service delivery concerns, we may offer partial refunds or complimentary rebooking to address client concerns and maintain satisfaction while upholding professional service standards.

Refund Request and Processing Procedures

Initial Contact Protocol
Clients seeking refunds or returns should contact our clinic directly via phone or email using the contact information provided below. This ensures proper documentation and efficient processing of all requests.

Review and Assessment Process
Each refund request undergoes careful review by senior team members who evaluate the circumstances, applicable policies, and relevant regulatory requirements to ensure fair and consistent decision-making.

Decision Communication
Clients receive written notification of refund decisions, including detailed explanations of outcomes and any applicable terms or conditions affecting the resolution.

Financial Processing
Approved refunds are processed through the original payment method within seven business days of approval, ensuring prompt resolution and clear financial tracking for both clinic and client records.

Professional Contact Information

For all refund inquiries, cancellation requests, or policy clarifications:
Phone: 03 9969 1774
Email: info@harkenaudiology.com.au

This policy reflects our commitment to fair, transparent business practices while delivering exceptional audiology services and maintaining the highest standards of client care and satisfaction.