TERMS & CONDITIONS
Introduction
These Terms & Conditions outline the agreement between you (the renter) and us (the service provider) for the use of our neurofeedback rental systems. By booking and using our rental service, you agree to the terms set out below. We’ve kept things as clear and fair as possible, and we’re always happy to clarify anything — just reach out if you have questions.
Rental Terms
Rental Period:
Rentals can be booked initially in 4 Week / 28 Day, 8 Week / 56 Day or 12 Week / 84 Day blocks unless arranged otherwise. You may return the unit early – See our return policy below.
What’s Included:
Each rental includes the contents listed on the site on the original date of your hire. It typically includes – neurofeedback device, accessories, instructions, and support for setup and use, postage to your home via Express Post and postage from your chosen Australia Post branch back to us, insurance coverage is provided for theft and accidental damage, but not fo non return of items – See our Coverage details below.
Your Responsibilities:
Please handle the equipment with care, follow all instructions provided, and do not attempt to alter or repair the system. You are responsible for the cost of replacement if the system is maliciously damaged or returned incomplete.
Support:
We offer support during your rental period via phone, Facetime, text or email to help with setup, troubleshooting, and usage questions. We also can guide you to major technical support issues directly through the systems’ creator in Canada if something requires more technical attention.
Extensions:
You can extend your rental at any time during your contract period. You just need to let us know and have paid the extension fee prior to the last day of your contract.
Delays in Return:
If your return is delayed beyond the specified return date we charge a pro-rata daily fee of $35p/d until the full package is lodged with Australia Post via the return slip provided. If we do not receive confirmation of lodgement or hear from you within 3 days of your end date, we reserve the right to begin recovery procedures, which may include legal and financial follow-up. Communication is key — we’re here to work with you.
Technical Issues:
If your system experiences technical issues, you are responsible for letting us know straight away so we can everything possible to resolve it promptly. Minor issues can usually be resolved with remote support via phone, FaceTime, or email. If the device is non-functional due to a technical fault not caused by user damage, we’ll offer a replacement, an extension, or a refund for any unusable time — depending on your preference and situation. We will ensure you will receive the total full days of your rental contract.
Return Policy
We understand that circumstances can change, and we aim to make our return process as simple and fair as possible. We do not charge cancellation fees, and we never penalise you for ending your rental early — we simply want the system back safely and on time so someone else can benefit from it next.
You are welcome to return your rental unit at any time during your rental period. Refunds are calculated based on the number of full days remaining in your contract from (and including) the day the item is lodged at Australia Post. A valid lodgement receipt is required. Refunds are only processed once we have received the full package back and verified that all items are present and in working order.
All items, regardless of if they were damaged, must be returned, otherwise they will be deemed as not returned. We, of course, understand that life is messy and sometimes all the bits don’t make it in the first time so we will email upon receipt of the returned system to request all item be promplty shipped back Express Post at the renters expense. Should the missing items not be returned we reserve the right to invoice out the full cost of replacement of each item as follows:
Neurofeedback System – $3,279.00
Z Amp – $3,120.00
Sensors – $200.00
Headphones – $89.00
Hard Case for Surface Pro – $39.00
Keyboard – $250.00
USB Cable – $32.00
Power Cable – $27.00
Shipping Case – $80.00
Neoprene Soft Case – $9.00
Hard Shell for Z-Amp – $30.00
Hard Drive – $129.00
Hard Drive Cable – $25.00
Instruction Manual Folder – $4.00
Tracking Manual Folder – $4.00
Refunds
Standard Payments:
Refunds will be issued via direct deposit to your nominated bank account. Refunds are only processed once we receive the full package back and verify that all items are present and in working order. Please allow time for processing after the return has been confirmed.
Afterpay Payments:
If you selected Afterpay, please note we are charged a non-refundable fee by Afterpay at the time of purchase, regardless of whether the rental is completed. This fee will be deducted from your refund total. You may request a breakdown of this fee in writing at any time. Refunds are only processed once we receive the full package back and confirm all items are present and in working order. Please allow time for processing after the return has been confirmed.
We reserve the right to deduct the above listed amount for any items missing from the return from your refund amount.
Shipping Policy
Forward and Return Shipping:
We cover the cost of express shipping to your home, as well as the return postage via your chosen Australia Post branch using the return slip provided. Please ensure you have provided us with the correct address to receive the package.
Signatures:
We always request signature on delivery so please ensure you are available for this. If you miss the arrival of the package and it is held at your local post office, we allow you one business day (Saturday included if the PO is open) plus the Sunday if it falls over a weekend to collect and your contract will begin the following day. i.e If it can not be signed for on a Friday, and the Post Office it is sent to is open Saturday, your contract will commence Monday. If it arrives Friday and the Post Office is not open, your contract will begin Tuesday. Please be prompt with your collection as it will impact your contract time. We have had clients in the past not collect for days and ask for a contract time credit (which we reluctantly granted) but unfortunately, we can not cover this any longer. Therefore there is only one days grace included.
Dispatch after Order:
Once your rental has been confirmed and paid, we will dispatch your system the next possible day via Express Post. You’ll receive tracking information once the item has shipped. Most deliveries arrive within 1–3 business days, depending on your location in Australia. Unfortunately, we are at the mercy of Australia Post and we can not control their delivery timetables. We will keep you informed of it’s movement as we know. Upon signing, we will send you an email confirming your contract dates. The contract begins the day after signing and runs for the full initial length of time and is returned the day after the last day – unless an extension is paid for.
Accounting for all items:
You are responsible for checking the contents upon arrival and letting us know immediately if anything is missing or damaged. We photograph each kit before it leaves our office and include a packing list so you know exactly what to expect – there is clear space for you to tick off everything included. The systems are now all brand new so there can be slight imperfections, which we note clearly on the tick off page for you to take note of. When you pack the bag to return, ensure you include all of the supplied items, tick them off as you pack it up to be safe.
For returns, you must use the prepaid Express Post return slip provided in the pocket of the hardcase. If this slip is lost or damaged, the renter is responsible for covering the cost of replacement express return postage and providing us with the Tracking Details for our records.
The package must be handed, over the counter, to the Australia Post service person and you must wait for a receipt and keep a record of it – please do not drop into a on-street box or drop it on the counter and walk off. Believe it or not, packages are not always scanned and sometimes it can be some very nervous days for all involved if Australia Post has not lodged a parcel the renter is responsible for lodging correctly.
If a parcel is lodged correctly – as above – by you with Australia Post and it is lost in shipping, the renter will not be held responsible. If the parcel is not lodged correctly and it is lost in transit by Australia Post and no evidence of lodgement can be provided by you then further, formal discussions may result in the renter being responsible for full replacement cost of all items.
Coverage Details
Each rental includes built-in coverage for theft and accidental damage. This is designed to protect you from the unexpected — we know life isn’t perfect, and sometimes things happen. However, this coverage does not extend to neglect, misuse, or failure to return the equipment. Below is a breakdown of what is and isn’t covered under your rental agreement.
What is Covered:
Our coverage includes genuine accidents and theft under reasonable circumstances. If the system is damaged unintentionally — for example, by being dropped, spilled on, or bumped during transport — you’re covered. If a theft occurs, and you provide an official police report documenting the incident, you will not be liable for the replacement cost. We also cover internal faults that occur through no fault of your own. Minor cosmetic wear and tear from everyday use is fully expected and not something we ever charge for.
What is Not Covered:
We do not cover loss or damage resulting from negligence, misuse, or failure to follow return procedures. If you forget to return the system, return it incomplete, expose it to environmental damage (such as heat, water, or pets), or it is lost in transit due to incorrect lodgement, you may be liable for full replacement costs. Damage that appears intentional, avoidable, or due to improper care is not eligible for coverage.
How to Report an Incident:
If something happens, please let us know within 24 hours. The sooner we know, the faster we can work with you to resolve it. In the case of theft, a police report will be required. For damage, we may ask for a description of the incident, photographs, and any other details that help us assess the situation. We will always approach this with understanding — the more transparent and timely you are, the smoother the process.
Final Responsibility:
While we offer protection against accidents and theft, renters are ultimately responsible for ensuring the system is returned complete and in reasonable condition. Even if an item is broken, it must still be returned. If an item is not returned — broken or not — we reserve the right to invoice for the full replacement cost, as outlined in our Return Policy. This coverage is not a substitute for general care, attentiveness, or fulfilling your responsibilities under the rental agreement.
Privacy Policy
We take your privacy seriously and are committed to protecting the personal information you share with us during your rental process.
What We Collect:
When you book a rental, we collect only the information we need to process your order and support your rental: your name, address, contact details, and any communication relevant to your booking or support requests.
How We Use It:
Your information is used solely for the purposes of processing your rental, delivering your system, providing support during your hire, and managing returns. We may also use your contact details to send important updates about your rental or to request feedback once your rental has concluded.
Who We Share It With:
We do not sell or share your personal data with third parties. The only exception is where required to process delivery (e.g. Australia Post) or to comply with Australian law.
Storage and Security:
Your information is stored securely and only accessed by authorised personnel. We do not retain payment information — all payments are processed securely through trusted third-party systems like Square, Stripe, or Afterpay.
If you have any concerns or would like to request a copy or deletion of your personal information, please email us at [email protected]