Terms and Conditions

Use of this website and the placing of any order or request constitute full acceptance of these Terms and Conditions.

You are therefore advised to read these Terms and Conditions carefully before using this website.

 

1. Company Information

a. This website (www.clicaudio.com) (hereinafter the "Clicaudio Website") is owned by AUDIOBALANCE UNIPESSOAL, LDA., a private limited liability company registered with the Commercial Registry Office of Coimbra under company registration number (NIPC) 518896226, with its registered office at Rua Bartolomeu Dias, No. 9, 8200-096 Albufeira, Portugal.

b. Under the trade name CLICAUDIO, the Company is engaged in the sale of hearing medical devices and the provision of remote technical support services relating to such devices.

c. AUDIOBALANCE UNIPESSOAL, LDA. is registered with the Portuguese Health Regulatory Authority (ERS) as a healthcare provider and telemedicine establishment under registration number E178632, valid since 8 September 2025. This registration may be verified at www.ers.pt or by scanning the QR code displayed on the official certificate.

d. The Company may be contacted at its registered office from Monday to Friday, between 9:00 a.m. and 6:00 p.m. (Lisbon time, Portugal), or by email at info@clicaudio.com.

 

2. Purpose and Scope

a. These Terms and Conditions govern access to and use of the Clicaudio Website, as well as all commercial transactions and services provided through it.

b. The Clicaudio Website operates as a platform for the distribution, remote technical support and remote adjustment of hearing medical devices, intended exclusively for individuals who have previously been diagnosed by a qualified healthcare professional. Compliance with this requirement is verified through the prior submission and validation of the relevant clinical documentation provided by the Customer.

c. Under the Clicaudio brand, AUDIOBALANCE UNIPESSOAL, LDA. does not provide medical diagnoses or audiological assessments. Its activities are limited to the sale of hearing aids and the provision of remote technical support services relating to such devices, subject to the Customer providing a valid medical prescription and the necessary clinical documentation, including a recent audiogram where applicable.

 

3. Use of the Clicaudio Website

a. All content available on the Clicaudio Website (including, without limitation, text, images, logos, trademarks, design and source code) is the exclusive property of AUDIOBALANCE UNIPESSOAL, LDA., although certain content may also be used by duly authorised and/or licensed third parties. No content may be reproduced, distributed, publicly communicated or modified, in whole or in part, without the Company's prior written consent.

b. Links to the Clicaudio Website are permitted, provided that their origin is clearly identified and they are not used in any manner that could damage the reputation or integrity of the Clicaudio brand or AUDIOBALANCE UNIPESSOAL, LDA.

c. AUDIOBALANCE UNIPESSOAL, LDA. accepts no liability for service interruptions, technical errors, viruses or any other damage arising from the use of the Clicaudio Website, nor for the content of third-party websites accessed through external links.

 

4. Nature of the Products Sold and Conditions of Sale and Service Provision

a. Through the Clicaudio Website and under the Clicaudio brand, AUDIOBALANCE UNIPESSOAL, LDA. supplies hearing aids classified as medical devices bearing the CE marking, in accordance with Regulation (EU) 2017/745 of 5 April 2017 (the "MDR").

b. The competent regulatory authority in Portugal is INFARMED – National Authority of Medicines and Health Products, I.P. (www.infarmed.pt), to which complaints concerning the medical devices distributed through this website may be submitted.

c. The purchase of hearing aids does not replace consultation with, or ongoing care from, a qualified healthcare professional. AUDIOBALANCE UNIPESSOAL, LDA. recommends that Customers continue to receive regular follow-up care from the healthcare professional responsible for their diagnosis.

d. The sale and supply of hearing aids are strictly subject to the prior submission of a valid medical prescription issued by a qualified healthcare professional. AUDIOBALANCE UNIPESSOAL, LDA. does not permit unrestricted sales of medical devices and will not supply any device without first verifying the required documentation.

e. Before the medical device is supplied, the Customer must provide an up-to-date audiogram or diagnostic report, preferably issued within the previous six months.

f. Prior to the sale of the device, a remote information session may be arranged with a suitably qualified technician in order to provide information about the device and the services offered by Clicaudio.

g. The Customer must carefully read the labelling and instructions for use before using the device. Improper use of hearing aids may cause discomfort or worsen hearing loss.

h. Hearing aids will be configured solely on the basis of the prescription and/or audiogram provided by the Customer.

i. The Customer must not attempt to reconfigure, reprogramme or otherwise alter the technical settings of the device, except for the basic adjustments expressly described in the manufacturer's instructions for use.

j. Batteries and small components must be kept out of the reach of children and animals due to the risk of choking or ingestion.

k. As a distributor within the meaning of the MDR, AUDIOBALANCE UNIPESSOAL, LDA. undertakes to cooperate with any safety investigations and to notify Customers without undue delay of any safety alert or device recall issued by the manufacturer or INFARMED.

l. The Clicaudio Website also provides after-sales technical support throughout the service life of the hearing aid.

m. This service is included in the purchase price of the hearing aid and is provided at no additional cost to the Customer, unless repairs or the supply of additional products or components are required, in which case the associated costs shall be borne by the Customer in accordance with the terms agreed in advance by the Parties.

n. The after-sales technical support service may include remote technical assistance for basic technical adjustments to the hearing aid, where legally and technically permissible, as well as guidance regarding its use and operation.

o. The remote technical support referred to above does not replace medical consultations for diagnosis, audiological assessments or fitting procedures that, under applicable law, must be carried out in person by a suitably qualified healthcare professional.

p. The after-sales technical support service may include the remote programming, adjustment and technical fine-tuning of hearing aids by a suitably qualified technician using the manufacturers' dedicated platforms, without the Customer being physically present, where legally and technically permissible.

q. Where the required technical intervention cannot be carried out remotely, or where this is technically or legally inappropriate, the Customer shall send the hearing aid to the technical facilities of AUDIOBALANCE UNIPESSOAL, LDA., together with the necessary clinical documentation, using a method of transport agreed between the Parties.

r. Where the technical intervention is carried out at the premises of AUDIOBALANCE UNIPESSOAL, LDA., the suitably qualified technician will programme, adjust or technically fine-tune the hearing aid on the basis of the clinical documentation provided by the Customer, including the medical prescription and any other relevant audiological information.

s. Where the hearing aid has been sent to the technical facilities of AUDIOBALANCE UNIPESSOAL, LDA., it will be returned to the Customer after completion of the technical intervention, ready for use.

t. Whenever the technical intervention is carried out at the premises of AUDIOBALANCE UNIPESSOAL, LDA., the Customer will receive a copy of the corresponding technical documentation, while the original will be retained by AUDIOBALANCE UNIPESSOAL, LDA. Where applicable, such documentation shall include: the prescription issued by a suitably qualified healthcare professional; the technical parameters of the intervention performed; the identification of the Customer or intended user of the device; the identification of the hearing aid and its components and accessories; and a declaration by the responsible technician confirming that the intervention was carried out in accordance with recognised professional standards and current best practice.

u. The Customer acknowledges that remote technical support is provided on the basis of the clinical documentation supplied and the information communicated by the Customer, without a real-time in-person audiological assessment. Consequently, the outcome may differ from that achieved through a face-to-face technical intervention with immediate clinical supervision.

v. Following completion of the technical intervention, the Customer must notify AUDIOBALANCE UNIPESSOAL, LDA. as soon as reasonably possible of any discomfort, hearing difficulties or unsatisfactory outcome, in order to enable any necessary technical adjustments to be carried out. Transport of the device to and from the technical facilities of AUDIOBALANCE UNIPESSOAL, LDA. shall be provided at no additional cost to the Customer, unless otherwise agreed in writing before the service is performed.

w. The estimated timeframe for carrying out the technical intervention is ten working days. This period may be extended if the medical or clinical documentation provided is incomplete or inaccurate.

x. During the period in which the technical intervention is being carried out, AUDIOBALANCE UNIPESSOAL, LDA. may, upon a justified request from the Customer and subject to availability, provide replacement hearing aids.

y. After-sales support services may also be provided in person at participating partner hearing centres (listed here), subject to prior appointment. Each Partner Hearing Centre operates independently, and therefore the conditions and fees applicable to in-person services may vary.


5. User Account and Orders

a. To place an order, the Customer must create an account on the Clicaudio Website by completing the required fields with accurate, complete and truthful information and by keeping their login credentials confidential.

b. The Customer warrants that all information and data submitted through the Clicaudio Website are true, accurate and complete, and accepts sole responsibility for any false or inaccurate statements and for any resulting loss or damage that may be suffered by AUDIOBALANCE UNIPESSOAL, LDA., the Clicaudio brand or any third party.

c. If any information or data submitted by the Customer proves to be false or incomplete, AUDIOBALANCE UNIPESSOAL, LDA. may suspend or prevent access to the Customer's account without any obligation to provide compensation or reimbursement.

d. Any order placed using the Customer's login credentials shall be deemed valid and binding.

e. By confirming an order, the Customer acknowledges and accepts these Terms and Conditions in full, together with the Privacy Policy.

 

6. Prices and Payment

a. All prices displayed include VAT at the applicable legal rate. Should the VAT rate change, prices will be updated automatically.

b. Payment may be made by debit or credit card, bank transfer, PayPal or financing provided by the partners identified on the Clicaudio Website.

c. The Clicaudio Website does not store the Customer's payment details.

d. AUDIOBALANCE UNIPESSOAL, LDA. may request a copy of an identification document and proof of address in order to verify certain payments. The Clicaudio Website uses SSL/TLS certification and standard security protocols to protect data and transactions.

 

7. Shipping

a. AUDIOBALANCE UNIPESSOAL, LDA. ships to all countries within the European Union and may also ship to countries outside the European Union, subject to a prior assessment of logistical feasibility and the conditions set out in these Terms and Conditions.

b. Shipping charges vary depending on the destination:

  • Free shipping on all orders over €99.00 to Portugal, Spain and all other European Union countries.
  • €9.90 for orders below €99.00 delivered to Portugal or Spain.
  • €19.90 for orders below €99.00 delivered to all other European Union countries.
  • For shipments to countries outside the European Union, transport costs, together with any customs duties, import taxes, customs clearance fees or any other charges applicable in the destination country, will be communicated to the Customer in advance and must be expressly accepted before the order is confirmed. All such costs shall be borne entirely by the Customer.

c. The average delivery time for shipments within the European Union is ten working days. For shipments to countries outside the European Union, the estimated delivery time will be communicated to the Customer before the order is confirmed.

d. Orders placed after 3:00 p.m. or on non-business days will be processed on the next business day.

e. The Customer will receive an email confirming dispatch of the order together with the corresponding tracking number, sent to the email address associated with their Clicaudio account.

f. If the order shows visible damage caused during transport, the Customer must refuse delivery or record the damage in writing upon receipt and notify AUDIOBALANCE UNIPESSOAL, LDA. within 24 hours.


8. Free Trial Service

a. AUDIOBALANCE UNIPESSOAL, LDA. offers an exclusive service allowing Customers to try hearing aids at home with no obligation to purchase.

b. The service referred to above is provided using demonstration hearing aids configured in accordance with the prescription and audiogram supplied by the Customer.

c. Delivery and collection of the demonstration hearing aid are provided free of charge.

d. The hearing aids are automatically deactivated at the end of the trial period.

e. In the event of loss, damage, deterioration, misuse or failure to return the hearing aid (including failure to return all accessories supplied with the product), AUDIOBALANCE UNIPESSOAL, LDA. reserves the right to recover the replacement value of the device.

 

9. Warranty

a. In accordance with Decree-Law No. 24/2014 of 14 February, consumers have a statutory right to withdraw from the contract within 14 days of receiving the product.

b. The statutory right of withdrawal referred to above does not apply to hearing aids manufactured or configured to the Customer's specifications or which are clearly personalised, in accordance with Article 17(1)(c) of Decree-Law No. 24/2014 of 14 February.

c. The Customer must notify their intention to withdraw from the contract in writing by email to info@clicaudio.com within the applicable withdrawal period.

d. Without prejudice to the above, AUDIOBALANCE UNIPESSOAL, LDA. voluntarily offers a 30-day return period from the date of delivery, during which the Customer may return the hearing aid without providing any reason, even if it has been used or adjusted.

e. The voluntary return policy referred to above does not apply to products that are clearly damaged or have been improperly used or handled.

f. The hearing aid must be returned in its original packaging together with all accessories supplied with the product, in good working order and condition (including the charger, case, cables, filters, etc.). Returns will not be accepted (and no refund will be made) unless all items are returned.

g. The cost of returning the product shall be borne by the Customer.

h. Once the device has been received and inspected, AUDIOBALANCE UNIPESSOAL, LDA. will refund the full purchase price using the same payment method used for the original transaction within a maximum of 14 days.

i. All new devices sold by AUDIOBALANCE UNIPESSOAL, LDA. benefit from the statutory legal guarantee of conformity provided for under Decree-Law No. 84/2021 of 18 October.

j. The statutory legal guarantee of conformity referred to above is valid for three years from the date of delivery of the goods. During this period, any lack of conformity existing at the time of delivery shall be the responsibility of AUDIOBALANCE UNIPESSOAL, LDA.

k. The three-year guarantee period shall neither be suspended nor interrupted as a result of any technical support intervention relating to the device.

l. Any lack of conformity that becomes apparent within two years of delivery shall be presumed to have existed at the time of delivery, unless such presumption is incompatible with the nature of the goods or the characteristics of the lack of conformity. After the expiry of two years from delivery, the burden of proving that the lack of conformity existed at the time of delivery shall rest with the consumer.

m. The statutory legal guarantee covers any lack of conformity between the goods and the contract of sale, including manufacturing defects, defective materials, or discrepancies in relation to the characteristics and functionality agreed or reasonably expected, including those described in the product information and the manufacturer's instructions for use.

n. Where a lack of conformity is confirmed within the guarantee period, the consumer shall be entitled, in the following order of priority: (1) repair or replacement of the goods, free of charge, within a reasonable time and without significant inconvenience to the consumer; (2) where repair or replacement is impossible, disproportionate or not completed within a reasonable time, the consumer may request an appropriate reduction in price or terminate the contract with a full refund.

o. To exercise any of the rights referred to above, the consumer must contact AUDIOBALANCE UNIPESSOAL, LDA. by email at info@clicaudio.com, describing the lack of conformity and stating the delivery date and order number.

p. The statutory guarantee does not cover damage resulting from misuse, negligence or failure to maintain the device in accordance with the manufacturer's instructions; damage caused by accidents, exposure to liquids, falls or external agents; repairs, modifications or technical interventions carried out by unauthorised persons; normal wear and tear resulting from regular use of the device; or the replacement of consumables and accessories intended for periodic replacement.

q. Without prejudice to the statutory guarantee described above, certain devices may also benefit from a commercial warranty provided by the manufacturer. Where applicable, the duration, scope, exclusions and the party responsible for the commercial warranty will be specified in the relevant product information. Any commercial warranty is additional to and does not affect the consumer's statutory rights.

r. The Customer may also optionally purchase a Voluntary Total Protection Warranty offered by AUDIOBALANCE UNIPESSOAL, LDA., which extends the warranty for the device to a maximum of five years and may only be used once per hearing aid during its service life.

s. The Voluntary Total Protection Warranty provides for the replacement of the hearing aid with an identical new device in the event of breakage, theft, loss, moisture damage or accidental damage, in accordance with the specific terms agreed, which shall prevail over these Terms and Conditions in all matters relating to that warranty.

t. The price and specific terms of the warranty referred to above may vary depending on the device.

 

10. Personal Data Protection and Cookies

a. AUDIOBALANCE UNIPESSOAL, LDA. is the controller responsible for the processing of personal data collected through this website in accordance with Regulation (EU) 2016/679 of 27 April (General Data Protection Regulation – GDPR).

b. The collection and processing of personal data are carried out in accordance with the Privacy Policy available here.

c. The Clicaudio Website uses technical, analytical and marketing cookies, which Users may accept, reject or configure at any time in accordance with the Cookie Policy available here.

 

11. Consumer Information and Dispute Resolution

a. For matters relating to the safety, quality or conformity of medical devices, the Customer may contact INFARMED.

b. In the event of a consumer dispute, the Customer may refer the matter to any Alternative Dispute Resolution (ADR) body recognised by the Portuguese Directorate-General for Consumers. An up-to-date list of ADR entities accredited in Portugal, together with details of their jurisdiction, is available here.

c. The Customer may also use the European Online Dispute Resolution (ODR) Platform.

 

Last updated: August 2026.