Refund & Cancellation Policy

This policy explains how refunds and cancellations are handled at Hero & Color. By making a purchase, you agree to the terms described on this page. If you have any questions, please contact our support team before purchasing.

1. What we sell

Hero & Color sells personalized digital coloring books — stories and coloring pages generated specifically for the child described in your order. All purchases are one-time payments for a specific book allowance. We do not offer subscriptions, and there are no recurring or automatic charges.

2. Personalized digital products

Every book is generated individually for you after purchase, based on the child's details, chosen theme and story preferences. Because each product is both personalized and digital, it cannot be returned like a physical item, and generation begins as soon as your order is processed.

3. Refund eligibility

Refunds are generally not available once personalized book generation has started or once the digital product (your book pages, cover or printable PDF) has been delivered to your account. This reflects the nature of personalized digital products: the product is created specifically for you, cannot be resold or returned, and is immediately accessible after generation.

However, we never want a paying customer to be left without what they paid for. If a technical failure prevents your purchased book from being generated or delivered — for example, generation repeatedly fails or your completed book cannot be accessed or downloaded — please contact support. Depending on the circumstances, a refund or replacement may be considered at our discretion.

4. Duplicate or accidental charges

If you believe you were charged more than once for the same purchase, or a charge was made in error, contact support with your order details. Duplicate or accidental charges will be reviewed and resolved, and any confirmed duplicate payment will be refunded.

5. Book allowances and deletion

A purchased plan grants a fixed allowance of personalized books (for example, one, two or three books depending on the plan). A book allowance is consumed when generation of that book starts — creating or abandoning an unpaid draft does not consume anything. Please note that deleting a generated book does not restore or refund the purchased book allowance. Deletion removes the book from your library permanently, and the allowance used to create it remains consumed, so please download and save your PDF before deleting anything.

6. Cancellation

Because all purchases are one-time payments, there is nothing to cancel and no recurring billing to stop. You will never be charged again unless you deliberately make a new purchase.

7. How to request assistance

To request a refund, report a technical failure, or resolve a duplicate charge, contact our support team through the Contact page. Please include your order details — the email address used at checkout, the plan or product purchased, the date of purchase, and the transaction or order reference from your payment confirmation — so we can locate your purchase quickly and help you as fast as possible.

8. Chargebacks

We kindly ask that you contact support before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly and directly, and contacting us first helps avoid account complications.

9. Changes to this policy

We may update this policy from time to time to reflect changes in our products or legal requirements. The current version is always published on this page with its last-updated date. Continued use of the service after changes take effect constitutes acceptance of the updated policy.

10. Contact

Questions about this policy? Email our support team at help@heroandcolor.com or visit our Contact page and we will be happy to help.