Terms and Conditions

Entity identification

This website www.clicaudio.com is owned by AUDIOBALANCE, UNIPESSOAL LDA, a private limited company registered with the Commercial Registry of Coimbra, under tax identification number (NIPC) 518896226, with its registered office at Rua Bartolomeu Dias no. 9, 8200-096 Albufeira, Portugal.

The company operates the commercial brand “Clicaudio”, dedicated to the marketing of hearing products and the provision of remote technical support services.

Audiobalance, Unipessoal Lda is registered with the Portuguese Health Regulatory Authority (Entidade Reguladora da Saúde – ERS) as a healthcare provider and telemedicine establishment, under registration number E178632, valid since 8 September 2025. This registration can be verified at www.ers.pt or via the QR code displayed on the official certification.

Email: info@clicaudio.com

Customer service hours: Monday to Friday, from 09:00 to 17:00 (Lisbon time).

Purpose and scope

These terms and conditions govern access to and use of the website www.clicaudio.com, as well as the commercial transactions carried out through it.

Clicaudio operates as a distribution platform for hearing products intended exclusively for individuals who have been previously diagnosed by a qualified healthcare professional. Verification of this condition is carried out through the prior request and validation of clinical documentation provided by the customer.

Audiobalance, Unipessoal Lda, operating under the Clicaudio brand, does not perform medical diagnoses or audiological evaluations. Its activity is limited to the sale and remote technical fitting of hearing aids, subject to the presentation of a valid medical prescription and the clinical documentation required for its verification, including recent audiometry where applicable.

Use of the website and the placement of an order imply full acceptance of these terms and conditions.

Website use and intellectual property rights

Access to the website implies acceptance of the following conditions:

Copyright and industrial property rights
All content on the website (texts, images, logos, trademarks, design, source code, etc.) is the exclusive property of Audiobalance, Unipessoal Lda or of duly licensed third parties.

Any reproduction, distribution, public communication or modification, in whole or in part, is prohibited without prior express written authorization.

Links to www.clicaudio.com are permitted provided that their origin is clearly indicated and that they are not used in a manner that could harm the reputation or integrity of the Clicaudio brand.

Disclaimer of liability
Audiobalance shall not be liable for service interruptions, technical errors, viruses or other damage resulting from the use of the website, nor for the content of third-party websites accessed through external links.

Nature of the products and dispensing conditions

The hearing aids marketed by Audiobalance, Unipessoal Lda under the Clicaudio brand are medical devices in accordance with Regulation (EU) 2017/745 on medical devices.

Sales conditions

The sale of hearing aids is subject to the prior presentation of a medical prescription issued by a qualified healthcare professional (otorhinolaryngologist or audiologist).
Clicaudio does not offer over-the-counter sales and does not deliver hearing aids without such documentation.
The customer must submit an updated audiometry or diagnostic report (preferably less than 6 months old) prior to product dispensing.

Role of Clicaudio

Clicaudio provides a technical support and remote fitting service, using the manufacturers’ official platforms to perform personalized adjustments, without issuing any medical diagnosis or prescription.

Its activity is limited to the marketing, fitting and technical maintenance of the device in accordance with pre-existing clinical specifications. Technical fitting is carried out exclusively on the basis of the clinical information previously provided by the customer.

Health warnings

Always read the product labeling and instructions for use carefully.
Hearing aids must be adjusted strictly in accordance with the prescribed hearing loss.
Improper use may cause discomfort or worsen hearing loss.
Keep batteries and small parts out of the reach of children or animals (risk of choking or ingestion).

Limitation of healthcare liability

Clicaudio does not, under any circumstances, replace the doctor–patient relationship or the intervention of the healthcare professional responsible for the diagnosis. The use of the devices and of the technical support service must always comply with the prescription and recommendations of the healthcare professional responsible for the diagnosis.

User account and orders

To place an order, the customer must create an account using accurate information and must keep their login credentials confidential.

Any order placed using such credentials shall be deemed valid and binding.

By clicking “Pay” or “Confirm order”, the customer declares full acceptance of these terms and conditions and of the privacy policy.

Prices, payments and VAT

All prices include VAT at the legally applicable rate.

Payment may be made by bank card, bank transfer, PayPal or financing offered by the partners indicated on the website. Audiobalance does not store customers’ full payment details.

In the event of a change in the VAT rate, prices will be updated automatically.

Shipping

Clicaudio ships to all countries within the European Union.

The average delivery time is between 3 and 7 business days, and in any case no longer than 30 calendar days after order confirmation.

The customer will receive an email confirming shipment and providing a tracking number.

If the package shows visible damage during transport, the customer must refuse delivery or note the incident in writing and notify Clicaudio within a maximum of 24 hours.

Returns and satisfaction policy

In accordance with Portuguese Decree-Law no. 24/2014, consumers have a legal right of withdrawal within 14 calendar days from receipt of the product, provided that it is not a customized or manipulated device.

Notwithstanding this, Clicaudio voluntarily offers a 30-day satisfaction guarantee, extending the conditions provided by law.

30-day “Satisfied or Refunded” guarantee

If, within 30 calendar days following delivery, the customer is not satisfied with the purchased product, they may return it without having to provide any justification, even if the hearing aid has been used or adjusted.

The only requirement is that the product and its accessories are returned in acceptable condition of preservation and functionality, together with the original packaging and all items included in the delivery (charger, case, cables, filters, etc.).

Upon receipt and inspection of the product, Clicaudio will refund the full amount paid, using the same payment method used for the purchase.

The refund will be processed within a maximum of 14 calendar days from receipt of the returned product.

Return shipping costs shall be borne by the customer, unless the product has a defect or supply error attributable to Clicaudio.

Exceptions

This 30-day policy does not apply to:

Products that are clearly damaged or improperly handled;
Returns that do not include the main components of the equipment.

In cases of significant deterioration, Clicaudio may deduct a reasonable depreciation corresponding to the replacement cost of damaged parts.

Legal note

This 30-day policy is an additional commercial condition offered by Clicaudio to reinforce customer confidence and satisfaction.

It does not, under any circumstances, limit the minimum legal rights provided under European Union consumer protection legislation.

Product returns do not replace or interfere with the clinical follow-up recommended by the prescribing healthcare professional.

Legal warranty

All new products are covered by a minimum legal warranty of 3 years, in accordance with Decree-Law no. 84/2021, covering manufacturing defects or lack of conformity.

Excluded from warranty coverage are:

Damage resulting from improper use or lack of maintenance;
Unauthorized repairs or modifications;
Replacement of consumables (batteries, domes, filters, etc.).

Security and anti-fraud verification

Audiobalance may request a copy of an identification document and proof of address in order to verify certain payments.

The website uses SSL/TLS certification and standard security protocols to protect data and transactions.

Personal data protection

Audiobalance, Unipessoal Lda is the data controller responsible for the processing of personal data collected through the website.

Personal data are processed for the following purposes:

Management of accounts, orders and deliveries;
Customer service and after-sales support;
Compliance with legal and tax obligations;
Sending of commercial communications (subject to prior consent).

Data may be shared with service providers (logistics, payments, hosting, CRM) acting as data processors, in accordance with Article 28 of the GDPR.

Users may exercise their rights of access, rectification, erasure, restriction, portability and objection by writing to privacy@clicaudio.com

The competent supervisory authority is the Portuguese Data Protection Authority (CNPD) — www.cnpd.pt

The full privacy policy is available in the “Privacy” section of the website.

Cookies

The website uses technical, statistical and marketing cookies.
Users may accept, reject or configure cookie categories at any time.
Further information is available in the Cookie Policy.

Consumer information

In the event of a dispute, consumers may resort to an Alternative Dispute Resolution (ADR) entity, in particular:

CIMAAL – Consumer Information, Mediation and Arbitration Centre of the Algarve
Edifício Ninho de Empresas, Estrada da Penha, 8005-131 Faro
www.consumidoronline.pt

Further information is available on the Portuguese Consumer Portal: www.consumidor.gov.pt

Electronic Complaints Book: www.livroreclamacoes.pt

Applicable law and jurisdiction

These terms and conditions are governed by Portuguese law and by European Union regulations on consumer protection and electronic commerce.

Any dispute may be submitted:

To the competent consumer arbitration body; or
To the courts of the consumer’s place of residence, without prejudice to the right to resort to mediation or alternative dispute resolution mechanisms.

Contact

Clicaudio – brand operated by Audiobalance, Unipessoal Lda
Rua Bartolomeu Dias no. 9, 8200-096 Albufeira, Portugal
Email: info@clicaudio.com

Version

Revision: January 2026