Refund Policy

Who processes your payment

Payments are handled by Lemon Squeezy, which acts as the Merchant of Record for all Heroling orders. Lemon Squeezy issues your invoice and processes any refund back to your original payment method. Refund decisions are made by Heroling according to this policy.

Before you buy

You see your child’s avatar and a watermarked preview page before any payment is taken. Nothing is charged until you choose to buy, and you can start over with different choices at no cost.

We refund in full

• The book fails to generate, or your download link never works.
• The PDF is corrupted, incomplete, or will not open.
• The delivered book does not match what you configured — wrong name, wrong avatar, missing pages.
• You were charged more than once for the same book.
• You change your mind and contact us within 14 days, provided you have not yet downloaded the file.

We fix rather than refund

If something is wrong because of a detail entered during setup — a misspelled name, the wrong age, a story theme picked by mistake — contact us and we will regenerate the book once, free of charge. Most problems are faster to solve this way than through a refund.

We generally do not refund

• Change of mind after you have downloaded the file. A digital book cannot be returned once it is on your device.
• Dissatisfaction with the story text or illustration style, where the delivered book matches the preview shown before purchase.
• Requests made more than 14 days after purchase.

Your statutory rights

If you are a consumer in the EU or UK you normally have 14 days to withdraw from a purchase. Because Heroling books are delivered immediately, you are asked at checkout to consent to immediate delivery and to acknowledge that this ends your right of withdrawal once the book has been delivered. Consenting is your choice, and nothing in this policy limits statutory rights that cannot be waived, including your rights where a product is faulty or not as described.

How to request a refund

Email [email protected] with the email address used at checkout and your Lemon Squeezy order number. Describe what went wrong. We reply within two business days. Approved refunds are issued by Lemon Squeezy and usually appear on your statement within five to ten business days, depending on your bank.

Chargebacks

Contact

[email protected]