Hearvello Policy

Terms of Service

These Terms explain the rules for using Hearvello.com, purchasing our products, and interacting with our services.

HEARVELLO TERMS OF SERVICE Last updated: July 13, 2026 OVERVIEW These Terms of Service (“Terms”) govern your access to and use of hearvello.com (the “Site”), including purchases made through the Site. The Site and the Hearvello online store are operated by NUVEXIO INC, operating the Hearvello brand. In these Terms, “Hearvello,” “we,” “us,” and “our” refer to NUVEXIO INC. By visiting the Site, creating an account, submitting information, or purchasing a product, you agree to these Terms and to the policies referenced in them. If you do not agree, please do not use the Site or place an order. Our store is hosted on Shopify Inc., which provides the e-commerce platform used to offer products and services to customers. SECTION 1 – ELIGIBILITY AND ONLINE STORE USE You must be legally capable of entering into a binding agreement in your place of residence to use the Site. Hearvello hearing products are intended for adults aged 18 and older. You may not purchase an OTC hearing product for use by a person under 18. You may use the Site and our products only for lawful purposes. You must not introduce viruses, malicious code, automated attacks, or any technology that may damage, disable, disrupt, or improperly access the Site or related systems. We may suspend or terminate access to the Site when we reasonably believe these Terms, applicable law, or the rights of another person have been violated. SECTION 2 – PRODUCT INFORMATION AND INTENDED USE We make reasonable efforts to describe each product accurately, including its features, intended use, package contents, price, availability, and limitations. Product photographs are provided for illustration, and appearance may vary slightly because of device displays, lighting, packaging updates, or manufacturing tolerances. Product pages and product labeling contain important instructions, warnings, specifications, and eligibility information. Please review them before purchasing and before using a product. Hearvello hearing products are intended for adult everyday hearing support as described on the applicable product page and labeling. They are not intended to diagnose, cure, treat, or prevent a disease, and they are not a substitute for professional medical or audiological advice. SECTION 3 – HEARING HEALTH AND SAFETY OTC hearing aids are intended for adults aged 18 and older with perceived mild to moderate hearing loss. They are not intended for children or for people who may have severe or profound hearing loss. Stop using the product and seek advice from a qualified healthcare or hearing-care professional if you experience pain, sudden or rapidly changing hearing loss, drainage from the ear, significant dizziness, or another concerning symptom. Follow all warnings and instructions supplied with the product. Do not rely on information on the Site as medical advice. For questions about whether a product is suitable for you, consult a licensed healthcare or hearing-care professional. SECTION 4 – ORDERS AND ORDER ACCEPTANCE Submitting an order is an offer to purchase. An order is accepted only after we confirm acceptance or dispatch the product. An automated order acknowledgment does not necessarily mean that the order has been accepted. We may refuse, limit, or cancel an order for reasonable reasons, including suspected fraud, payment failure, pricing or inventory errors, legal or regulatory restrictions, resale activity, or inability to deliver to the address provided. If we cancel an order after payment has been captured, we will issue a refund to the original payment method. SECTION 5 – PRICES, PAYMENTS, TAXES, AND PROMOTIONS Prices are shown in the currency displayed on the Site and may change before an order is placed. The price confirmed at checkout applies to the order, subject to correction of an obvious error. You agree to provide accurate and current billing, payment, contact, and delivery information. Payment is processed through the payment methods shown at checkout. Applicable taxes, shipping charges, duties, discounts, and promotional conditions will be displayed at checkout where available. Customs duties or import charges not collected at checkout may be payable by the recipient where required by local law. Promotional offers may have eligibility requirements, expiration dates, product exclusions, or minimum purchase thresholds. Promotions cannot be combined unless expressly stated. SECTION 6 – SHIPPING AND DELIVERY Shipping destinations, charges, processing times, estimated delivery windows, tracking information, customs terms, and other delivery conditions are described in our Shipping Policy: /pages/shipping-policy. Delivery dates are estimates rather than guarantees. Delays may occur because of carriers, customs, weather, public holidays, address issues, or events outside our reasonable control. You are responsible for providing a complete and accurate delivery address. Please contact us promptly if you notice an error. We cannot guarantee that an address can be changed after an order enters processing or is dispatched. Risk of loss passes as required by applicable law. Nothing in these Terms limits rights you may have when goods are lost, damaged, or not delivered. SECTION 7 – RETURNS, REFUNDS, AND REPLACEMENTS Returns and refunds are governed by our Return & Refund Policy: /pages/return-refund-policy. Eligible return requests must be submitted within 45 calendar days after delivery. New and lightly used products may be eligible when the return conditions are satisfied. Products must be sent to the authorized return address provided by Hearvello support. For change-of-mind, fit, comfort, preference-related, or other non-defective returns, the customer is responsible for return shipping unless applicable law requires otherwise. If an item arrived damaged, defective, incomplete, or incorrect, we may provide a prepaid label or reimburse reasonable return shipping after confirming the issue. We do not charge a restocking fee for eligible returns. After an authorized return is delivered to our return facility, we will inspect it and issue any approved refund within 7 business days. A bank, card issuer, or payment provider may require additional time to display the refund. Replacement or exchange options may be offered for damaged, defective, incomplete, or incorrect items, subject to verification and availability. Nothing in this section limits mandatory consumer rights. SECTION 8 – LIMITED WARRANTY Eligible products may include a one-year limited warranty, as stated on the product page or in our Warranty Policy. The warranty applies to covered defects arising during normal use and does not cover misuse, accidental damage, water damage outside the product specification, unauthorized repair, modification, loss, theft, or ordinary wear. To request warranty support, contact us with your order number and a description of the issue. We may request photographs, video, troubleshooting steps, or return of the product before approving a repair, replacement, or other remedy. Any statutory warranty or consumer rights provided by applicable law remain unaffected. SECTION 9 – ACCURACY AND AVAILABILITY OF INFORMATION We make reasonable efforts to keep product descriptions, prices, promotions, availability, shipping information, and store policies accurate and current. If we identify an error, we may correct it and, when appropriate, notify affected customers. Inventory and availability can change without notice. We may discontinue a product, update packaging or specifications, or limit quantities where reasonably necessary. Historical or educational content may be provided for general information. It should not be treated as a substitute for current product labeling, professional advice, or applicable law. SECTION 10 – CUSTOMER ACCOUNTS AND COMMUNICATIONS You are responsible for maintaining the confidentiality of your account credentials and for activity carried out through your account. Notify us promptly if you believe your account has been accessed without authorization. You agree that we may contact you about orders, returns, support requests, account security, policy updates, and other service-related matters using the contact information you provide. Marketing communications are sent only as permitted by applicable law. You may unsubscribe using the link in a marketing email, but you may still receive transactional or service messages. SECTION 11 – INTELLECTUAL PROPERTY The Site, including its text, graphics, logos, photographs, videos, design, software, and other content, is owned by or licensed to Hearvello and is protected by applicable intellectual-property laws. You may use the Site for personal, non-commercial shopping and information purposes. You may not reproduce, distribute, modify, publish, sell, scrape, frame, reverse engineer, or commercially exploit Site content without prior written permission, except where applicable law permits. SECTION 12 – REVIEWS, FEEDBACK, AND USER CONTENT If you submit a review, photograph, testimonial, suggestion, or other content, you confirm that it is accurate, based on your genuine experience, and does not violate another person’s rights or applicable law. You grant us a non-exclusive, worldwide, royalty-free license to host, reproduce, display, format, and use submitted content for operating, improving, and promoting the Site and products, subject to applicable privacy and consumer-protection laws. We may remove content that is unlawful, fraudulent, misleading, abusive, infringing, irrelevant, or otherwise inconsistent with these Terms. We do not require positive reviews and do not prohibit honest negative feedback. SECTION 13 – THIRD-PARTY SERVICES AND LINKS The Site may use third-party services for hosting, payments, analytics, shipping, tracking, communications, or other functions. Your use of a third-party service may also be governed by that provider’s terms and privacy notice. Links to third-party websites are provided for convenience. We do not control third-party websites and are not responsible for their content, security, availability, or practices. Review the applicable third-party terms before using them. SECTION 14 – PRIVACY Our collection, use, and disclosure of personal information are governed by our Privacy Policy: /policies/privacy-policy, and by applicable data-protection law. Please do not submit unnecessary sensitive medical information through the contact form. For medical questions or urgent hearing concerns, contact a qualified healthcare professional. SECTION 15 – PROHIBITED USES You may not use the Site or its content to violate law; infringe intellectual property, privacy, or other rights; submit false or misleading information; impersonate another person; harass or harm others; distribute malware; interfere with security features; conduct unauthorized scraping or automated access; send spam or phishing messages; or facilitate fraud or unlawful activity. We may take reasonable action to protect customers, the Site, our service providers, and other parties, including restricting access, canceling suspicious orders, preserving records, and cooperating with lawful requests. SECTION 16 – SERVICE AVAILABILITY AND DISCLAIMERS We aim to keep the Site available and secure, but we do not guarantee uninterrupted or error-free access. Maintenance, technical failures, service-provider outages, or events outside our reasonable control may affect availability. To the maximum extent permitted by law, the Site is provided on an “as available” basis. However, nothing in these Terms excludes any warranty, guarantee, condition, remedy, or consumer right that cannot lawfully be excluded. Product-specific warranties and remedies are described in the applicable product information, warranty policy, and mandatory law. SECTION 17 – LIMITATION OF LIABILITY Nothing in these Terms limits or excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence where liability cannot be excluded, or any other liability that applicable law does not permit us to limit. To the maximum extent permitted by law, we are not liable for indirect, incidental, special, punitive, or consequential losses that were not reasonably foreseeable when the contract was formed. Where liability may lawfully be limited, our aggregate liability arising from a particular order will not exceed the amount paid for that order, except where applicable law requires a different remedy. These limitations do not reduce mandatory consumer rights or remedies for defective, misdescribed, undelivered, or otherwise non-conforming goods. SECTION 18 – INDEMNIFICATION To the extent permitted by law, you agree to indemnify Hearvello and its directors, officers, employees, and service providers against third-party claims arising directly from your unlawful use of the Site, your infringement of another person’s rights, or your material breach of these Terms. This section does not apply to losses caused by Hearvello’s own unlawful conduct or negligence. SECTION 19 – EVENTS OUTSIDE OUR CONTROL We are not responsible for delay or failure caused by events outside our reasonable control, such as natural disasters, severe weather, war, civil disturbance, government action, labor disputes, epidemics, customs disruption, carrier interruption, power failure, or internet and infrastructure outages. We will take reasonable steps to reduce the effect of such events and will provide any remedy required by applicable law. SECTION 20 – TERMINATION You may stop using the Site at any time. We may suspend or terminate Site access if you materially violate these Terms, misuse the Site, threaten security, engage in fraud, or create legal risk. Termination does not affect rights and obligations that arose before termination, including payment, refund, intellectual-property, liability, and dispute provisions that by their nature should continue. SECTION 21 – SEVERABILITY AND WAIVER If a provision of these Terms is found invalid or unenforceable, it will be modified or severed only to the minimum extent necessary, and the remaining provisions will continue in effect. A failure or delay in enforcing a provision does not waive the right to enforce it later. SECTION 22 – CHANGES TO THESE TERMS We may update these Terms to reflect changes in products, services, operations, law, or regulatory requirements. The updated version will be posted on this page with a revised “Last updated” date. Changes apply prospectively unless applicable law requires otherwise. Material changes will be communicated when required by law. SECTION 23 – GOVERNING LAW AND CONSUMER RIGHTS These Terms are governed by the laws of the State of Colorado, United States, without regard to conflict-of-law rules, except to the extent that mandatory consumer-protection laws in your place of residence apply. Any dispute will be submitted to a court or other competent authority with jurisdiction under applicable law. Nothing in these Terms deprives you of mandatory rights, remedies, or access to a forum available under the consumer laws of your place of residence. SECTION 24 – CONTACT INFORMATION Legal business name: NUVEXIO INC Trading name: Hearvello Registered business address: 1500 N Grant St Ste R, Denver, CO 80203, United States Email: support@hearvello.com Phone: +1 310 290 2245 Support hours: Monday–Friday, 9:00 AM-5:00 PM Mountain Time (MT)