1. Seller and scope
HEARTWING MEDIA LTD is the seller for orders placed directly with us on the www or play websites. Where another entity is the seller, the checkout and receipt must identify it. This Policy applies to paid digital content, game and story unlocks, Academy access, Tree House decorations, Sparks and other digital items expressly offered for purchase. It does not introduce subscriptions or physical goods: those require their own clearly disclosed offer and applicable terms before sale.
2. Before you order
The product description and checkout identify the content, family or profile scope, access duration, free limitations, price and currency, taxes, payment method, relevant technical requirements and material compatibility limitations. Prices include VAT where applicable and any unavoidable charges must be disclosed before you order. Currency or country estimates may be based on your connection; check the final currency and amount before payment. Your bank may impose its own disclosed conversion fees.
A direct-money unlock and a Sparks unlock are alternative methods only where the interface says so. Before spending Sparks you must be shown the number to be deducted and what you receive. Where purchasable virtual currency is used, relevant real-money pricing information must be transparent; the virtual unit must not conceal the actual cost. A purchase of one title or year does not unlock the entire catalogue unless expressly stated. Collections cover their current listed content, not future releases. A Mini Adventure Game unlock includes its linked game where listed, and moving it to a different world does not remove an existing family entitlement. An administrator’s access grant provides content access only, not an automatic promotional Sparks bonus. Pack prices are fixed unless an offer expressly provides a credit for content already held.
3. Adult authorisation and contract formation
Only an adult authorised to use the payment method may place a paid order. Review the order and correct errors before confirming it. The final action must make the payment obligation clear. An initial acknowledgement is not necessarily acceptance; for direct orders, acceptance occurs when we confirm the order or supply the purchased entitlement, whichever occurs first. If an order cannot be fulfilled, we will not retain payment for the unavailable item.
We provide confirmation on a durable medium, normally email, with the order particulars and applicable terms and withdrawal information. Keep it for your records. We will not correct a pricing error by charging a higher amount without agreement. Any cancellation for a genuine error must comply with applicable contract and consumer law.
4. Delivery and restoration
Digital access is normally linked to the family account identified at checkout after successful payment verification. The displayed offer identifies any delay or fixed term. Do not repeat payment simply because access has not appeared; contact support with your order reference. We will investigate failed delivery, duplicated payment and missing access and provide the applicable remedy. Local progress and account entitlements are different: clearing browser storage does not itself cancel a valid account-linked purchase.
5. Statutory withdrawal
Where the statutory withdrawal right applies, a consumer may withdraw without giving a reason within 14 days of concluding a digital-content or service contract, subject to the lawful exceptions below and any longer period required because the prescribed information was not supplied. Send an unequivocal withdrawal statement to support@ginaheartwing.com or our office address. The model form below is optional.
You exercise the withdrawal right in time by sending a clear statement before the applicable period expires. Keep a copy of your statement and evidence of sending. We will acknowledge an electronic withdrawal request without undue delay. The availability of a particular account control does not restrict your statutory right to notify us by email or post.
6. Immediate digital supply and the distinct rules for services
For paid digital content not supplied on a tangible medium, the withdrawal right is lost only where all legal conditions are met: you expressly consent in advance to supply beginning during the withdrawal period, acknowledge that this causes loss of the withdrawal right, supply begins, and we provide the required contractual confirmation. Merely accepting these Terms, buying Sparks or playing a free level is not a substitute for the required consent and acknowledgement.
For a service contract, starting performance does not by itself remove the withdrawal right. Where you expressly request early performance and receive the required information, withdrawal before completion may require a proportionate payment for the service actually provided. Loss of the right upon full performance requires the conditions prescribed by law. We assess the actual product rather than automatically treating every online feature or virtual-currency purchase as exempt digital content. If a lawful waiver has not occurred, we will honour the applicable withdrawal right.
7. Effects of withdrawal and defective supply
For a valid withdrawal, we reimburse the amounts required by law without undue delay and no later than 14 days after being informed of your decision. We use the same payment method unless you expressly agree otherwise, without a refund fee. The affected access or unused entitlement may be removed when the contract is cancelled. We will not replace a legally required money refund with Sparks without your agreement.
Withdrawal rights are separate from rights where content is not supplied or is faulty, misdescribed or otherwise not in conformity. You may be entitled to supply or correction without charge, within a reasonable time and without significant inconvenience, and, in the cases provided by law, a proportionate price reduction or termination and reimbursement. We cannot insist on repeated unsuccessful repairs or deny an immediate remedy where the law provides one. Security and other required updates form part of the applicable conformity obligations.
8. Sparks and promotional rewards
Earned or promotional Sparks are not cash refunds waiting to be claimed. Paid Sparks and items remain subject to applicable consumer rights despite being non-transferable and non-cashable in ordinary play. Eligibility, any promotional expiry and restrictions must be clear before acceptance. We will not retrospectively impose an undisclosed expiry on purchased entitlements. We distinguish valid spending from incorrect deductions and investigate balance complaints.
If money is refunded, we may reverse the corresponding purchase and its unspent or unused entitlements to avoid a duplicate benefit, proportionately and without removing unrelated valid purchases. A disputed payment is not by itself proof of dishonesty. Any correction involving consumed items will be assessed under the actual circumstances and applicable law.
9. Unauthorised payments and external stores
Tell us promptly about an unauthorised or duplicate payment. Contact your payment provider where necessary; we do not require you to waive chargeback or payment-service rights. We may temporarily protect the affected account or transaction while investigating, but will explain a restriction where lawful. For an external-store purchase, its seller or refund process may apply. We will identify the correct route and assist with our part of the transaction; this does not remove rights against the legally responsible seller.
10. Changes, discontinuation and complaints
Material changes to paid access and discontinuation are governed by the Terms and mandatory digital-content law. Future price changes do not increase the price of an already completed order. No automatic renewal applies unless you separately order a clearly described recurring product and authorise it. If such a product is introduced, price, billing frequency, renewal, cancellation and trial conditions will be disclosed before agreement.
For a complaint, contact support@ginaheartwing.com with your order reference, account email and the problem. Do not send full card details. We will explain our response and any available escalation. Where legally required following an unresolved complaint, we will give details of the competent alternative dispute-resolution entity and state whether we will participate. You retain access to competent courts and consumer authorities. The former EU Online Dispute Resolution platform is no longer an available complaints channel.
11. Optional model withdrawal form
To: HEARTWING MEDIA LTD, 25 Voukourestiou Street, Neptune House, 1st Floor, 3045 Limassol, Cyprus, support@ginaheartwing.com.
I/We hereby give notice that I/we withdraw from my/our contract for the following digital content or service: __________.
Ordered on: __________. Order reference: __________.
Name of consumer(s): __________.
Address of consumer(s): __________.
Email for acknowledgement: __________.
Date: __________.
Signature of consumer(s), only if submitted on paper: __________.
Delete alternatives as appropriate. You may use any other clear statement and need not provide unnecessary information to make a valid request.