30-Day Money-Back Guarantee Conditions

Refunds, Returns, and Policies

 

For FLO-TruBalance® 1.0 and FLO-TruBalance® 2.0

Please carefully read these conditions and complete our short Compatibility Questionnaire before purchasing. Our 30-day money-back guarantee is conditional. It is not an unrestricted trial or change-of-mind return offer, and exclusions apply, including dissatisfaction solely with the expected amplification of your own voice or surrounding sounds.

These conditions apply to FLO-TruBalance® 1.0 and 2.0. Features, controls, listening modes and supplied accessories vary by model. Please follow the information and instructions for the model you select.

1. Individual Needs, Individual Results

FLO-TruBalance® offers an open-ear amplification option for people seeking accessible, affordable support for everyday listening—including those who prefer not to wear something inside their ears. It is a non-medical assistive hearing amplifier, not a hearing aid.

Suitability and results are considered case by case. They may depend on the type and severity of your hearing difficulties, physical fit, listening environment and personal preferences. Age alone does not determine compatibility.

The open-ear design leaves the ear canals unobstructed. Comfort and listening benefits vary from person to person. FLO does not promise perfect hearing, identical results for every user or suitability for every hearing need.

2. Complete the Compatibility Questionnaire

Our short, general Compatibility Questionnaire helps you and The FLO Group understand whether your selected FLO-TruBalance® model may be a suitable option. It provides an initial indication of compatibility, not a hearing assessment or a guarantee of results.

To qualify for our voluntary money-back guarantee:

Complete the questionnaire before purchasing.
Answer accurately and completely to the best of your knowledge.
Contact us before purchasing if you are unsure of an answer or your results recommend further discussion.
If your results identify the selected product as unsuitable, obtain written confirmation of guarantee eligibility from The FLO Group before ordering.

Purchases made without completing the questionnaire, or against a clear recommendation that the selected product is unsuitable without our written confirmation, are excluded from this voluntary guarantee.

Materially inaccurate or omitted information about a known hearing or fit requirement may affect eligibility where it directly relates to the reason for return. You are not expected to know an undiagnosed condition or information you could not reasonably provide.

If purchasing for someone else, answer based on the intended user’s needs and involve them where possible.

3. What to Expect From Amplified Sound

Your experience will depend on your hearing needs, the device’s settings, physical fit and listening environment.

You may notice:

Your own voice sounding louder or different.
Surrounding sounds that were previously less noticeable.
Differences in sound when changing volume, available listening modes or environments.

Noise reduction, where included in your model, helps manage background sound but does not eliminate every unwanted sound or prevent your own voice from being noticeable.

An unfamiliar sound experience does not necessarily mean the device is malfunctioning. However, persistent whistling, abnormal distortion or uncomfortable sound should be reported rather than assumed to be normal adjustment.

4. Give Yourself Time to Explore FLO

Our local Calgary Loan-A-FLO program has received positive feedback from participants who explored the device over several days and became familiar with its controls and amplified sounds during everyday activities.

Although Loan-A-FLO is available only locally and is separate from online purchases, we encourage customers elsewhere to follow the same gradual approach:

Begin with short sessions at a low, comfortable volume.
Learn the buttons and settings for your model.
Follow the instructions for positioning and use.
Explore the device in familiar daily situations, such as conversations and watching television.
Where comfortable, use it consistently each day and gradually increase your listening time.

With regular use, the controls and sound experience may become more familiar over the following days or weeks. Adjustment is individual, however, and improved results are not guaranteed.

There is no requirement to continue through pain, dizziness or other adverse symptoms. Stop using the device if these occur and seek appropriate advice.

Contact us if you need help. You do not need to wait several weeks or finish troubleshooting before requesting a return. Seeking assistance does not remove your right to submit an eligible return request within the applicable deadline, and it does not automatically extend that deadline.

5. Physical Fit and Comfort

FLO-TruBalance® uses a standard, one-size design, but individual head and ear shapes vary. Please review the fit information for your selected model and answer the relevant questionnaire questions before purchasing.

Where supplied, a support band may help improve stability. It does not guarantee a secure or comfortable fit for everyone.

If you answered the questionnaire accurately but the device still cannot fit securely or comfortably after reasonable fitting guidance, you may request a return under the guarantee. You do not need to continue adjustments that cause discomfort.

6. What the Conditional 30-Day Guarantee Covers

Subject to the eligibility requirements in this policy, you may request a return within 30 calendar days of delivery for:

An unexpected physical fit problem despite accurate questionnaire answers and reasonable fitting guidance.
Other suitability problems that are not expressly excluded below.

Describe your experience in your own words when contacting us. We will review your request against the policy that applied when you purchased.

Suspected faults, products damaged on arrival and incorrectly supplied items are handled separately from the voluntary satisfaction guarantee.

7. Exclusions From the Voluntary Guarantee

This conditional guarantee does not cover:

A change of mind unrelated to a product or suitability problem.
Dissatisfaction solely because normally functioning amplification makes your own voice or surrounding sounds more noticeable, as explained before purchase.
Purchases that do not meet the questionnaire requirements in Section 2.
Damage caused by misuse or unauthorized modification.

The sound-related exclusion does not apply to a suspected fault, abnormal distortion, persistent whistling or an adverse reaction. These require individual review and must not automatically be classified as normal amplification.

Describing expected sounds in this policy does not exclude every sound-related concern.

8. Product Support and Return Requests

Please email michael@theinnerflo.com for assistance or to request a return.

For a return under the conditional guarantee, contact us within 30 calendar days of delivery and include:

Your order number and the purchaser’s name.
The model purchased.
A description of the issue or reason for return.
Any settings or fitting steps you have comfortably tried, if applicable.

We may send you a short return form if additional information is needed. Please provide accurate information to the best of your knowledge.

Reporting your concern and requesting a return within the deadline preserves the request date while we respond. You do not need to wait for troubleshooting or a return form to be completed before submitting your initial request.

We will provide return instructions and the correct return address. Please send the device within 14 calendar days of receiving those instructions.

Please use email for support and return requests so we can maintain a written record and provide accurate instructions. Personal phone numbers are not monitored customer-support lines.

9. Return Condition and Shipping

Return the original device with all supplied accessories, securely packaged. Please retain the original packaging during your evaluation period and use it for the return where available.

Opening the package and reasonable use to assess suitability do not, by themselves, invalidate an otherwise eligible return.

For eligible suitability returns:

Customers pay return shipping.
Original delivery charges are non-refundable where the order was correctly fulfilled, except where required by law.
A tracked shipping service is recommended. Keep your shipping receipt and tracking information.

We will provide separate instructions for faulty products, items damaged on arrival or incorrectly supplied items. Contact us before arranging return shipping for these issues.

10. Inspection and Refunds

Returned products will be inspected to verify identity, completeness, condition and any reported fault. Inspection cannot determine whether a customer personally liked the sound.

Missing items, misuse damage or unauthorized alterations may affect the refund. Any proposed deduction or refusal will be explained in writing, including its basis under the policy that applied to your purchase.

Ordinary opening and reasonable trial use will not attract a restocking fee.

Eligible refunds will be issued to the original payment method within 10 business days of receiving the returned product, or sooner where required by law. Your payment provider may require additional processing time.

Refunds reflect the amount actually paid for the returned product, including any discount applied, less any applicable deductions explained to you.

11. Faulty, Damaged or Incorrect Products

Contact us promptly if your product arrives damaged, you receive an incorrect item or you suspect a fault. Include your order number and a description of the issue, with photographs or video where helpful.

These concerns are assessed separately from ordinary suitability returns. A suspected fault should not automatically be treated as a normal sound-adjustment issue.

Nothing in these conditions limits your rights under applicable consumer law.

Before Purchasing

Please make sure you have:

Completed the Compatibility Questionnaire accurately to the best of your knowledge.
Reviewed the information for your selected model.
Read the sound and fit expectations.
Understood the guarantee’s eligibility requirements, exclusions and return deadlines.
Contacted us about anything you are unsure of before ordering.

The FLO Group
Product support and return requests:  Support@theinnerflo.com