Refunds & Right of Withdrawal

Last updated: 2026-10-04.

This page explains your right to withdraw from a real-money purchase, Gold Diamonds, the Monthly Card, the Hero Pass, or the Brakkar class unlock, under EU consumer law, what you give up so we can deliver instantly, and how we handle refunds and payment disputes.

1. Your EU Right of Withdrawal

If you are a consumer in the European Union, you normally have 14 days from a purchase to withdraw from it without giving a reason, under the Consumer Rights Directive (2011/83/EU).

2. Digital Content Delivered Immediately

Gold Diamonds, the Monthly Card, the Hero Pass, and the Brakkar class unlock (see Terms of Service §4.1 for the current products and prices) are digital content that we deliver to your account the moment your payment is confirmed. The Monthly Card's daily Red Diamond grant is delivered the moment you claim it each day; a day you do not claim it is lost, not banked or paid out later. The Hero Pass applies to one hero and pays out its tiers as that hero clears floors during the season. Under Article 16(m) of that Directive, you lose your 14-day right of withdrawal as soon as delivery begins — but only if, before you pay, you have:

  • expressly consented to us starting delivery right away, instead of waiting out the 14-day period; and
  • acknowledged that giving this consent means you lose your right of withdrawal once delivery is complete.

Checkout captures both confirmations as a single required checkbox before the Buy button is enabled: you confirm you are 18 or older, and you agree that delivery starts immediately, which ends your 14-day right of withdrawal. Payment cannot be started without checking it.

Because delivery is instant and, by law, irreversible once you've given the consent above, purchased Gold Diamonds cannot be withdrawn, cancelled, or refunded after delivery, except as described below.

4. Discretionary Refunds

We may still refund a purchase at our discretion in cases such as an accidental duplicate purchase, unauthorized use of your payment method, or a technical failure that prevented delivery. Contact support@herobrowser.app with your order details.

5. Faulty or Non-Conforming Digital Content

Nothing on this page affects your separate statutory right to a remedy if the digital content itself is faulty or not as described, under the EU Digital Content Directive (2019/770). If the content we deliver is faulty, contact support@herobrowser.app; we will first restore or replace it (for example by re-delivering the item to your mailbox) and, if that is not possible within a reasonable time, refund the price you paid.

6. Chargebacks & Payment Disputes

If you dispute a charge with your bank or card issuer instead of contacting us, we may suspend the Gold Diamonds and any items obtained with them while the dispute is investigated, and may suspend or terminate your account for repeated or fraudulent disputes. Contact us first — we can usually resolve a billing issue faster than a bank dispute can.

7. Complaints

You can also raise a complaint with your national consumer-protection or alternative dispute resolution (ADR) body. The European Commission's centralized Online Dispute Resolution platform was discontinued on 20 July 2025 and no longer accepts complaints; the Commission now directs consumers to their national ADR bodies instead.

8. Contact

Refund or withdrawal questions: support@herobrowser.app.