Fair review, clear expectations, protected rights.

This Policy applies to Nydoren plans and non-renewing access passes purchased directly from Nydoren. A purchase made through another seller, marketplace, or payment platform may also be subject to that provider’s process and terms.

A cancellation stops a future renewal where recurring access is offered. It does not automatically reverse a charge already completed. A refund returns some or all of a completed payment when required by law or approved after review.

If you are an EU consumer, you generally have 14 days after concluding an online service contract to withdraw without giving a reason, subject to the exceptions and conditions in applicable law. Other jurisdictions may provide similar or additional rights.

If you expressly ask for service to begin during that period, Nydoren may activate access immediately. If you later withdraw before the service has been fully performed, applicable law may permit a proportionate charge for the service already supplied, provided the required information and consent steps were completed.

For a service that has been fully performed, the withdrawal right may be lost only where the legal requirements are met, including prior express consent to begin and acknowledgment of the consequence. For qualifying digital content supplied without a physical medium, the right may similarly be lost after supply begins only where valid prior express consent and acknowledgment were obtained.

If Nydoren did not obtain a consent or acknowledgment required by law, or did not provide required withdrawal information, this Policy does not treat your statutory right as waived.

General information is available from the official Your Europe consumer guidance. The law that applies to your purchase may provide more specific protection.

Outside a mandatory right, you may still ask us to review a refund where:

• you were charged more than once for the same intended purchase;
• the wrong plan or access period was supplied because of a Nydoren error;
• paid access was not activated after payment was confirmed;
• a material Nydoren fault made the purchased access unusable and a reasonable remedy was not provided; or
• another exceptional circumstance makes a refund fair after considering use of the Service and the facts of the purchase.

Review does not guarantee approval, but each request will be assessed on its own facts and without limiting mandatory rights.

Where no mandatory right applies, a refund may be declined when the purchased access was supplied as described and the request is based only on:

• a change of mind after substantial use or after the relevant withdrawal period;
• failure to cancel recurring access before the next clearly disclosed renewal;
• device or network conditions that conflict with published requirements;
• an interruption, restriction, suspension, or ban imposed by Hero Zero or another third party;
• dissatisfaction with a third-party game change outside Nydoren’s reasonable control; or
• a material breach, fraudulent use, or attempted abuse of Nydoren.

These factors do not override remedies available for a defective or misdescribed digital service, an unauthorised transaction, or any other mandatory protection.

You may exercise an available withdrawal right by sending any clear statement of your decision to withdraw to [email protected] before the applicable deadline. No special wording is required. Sending from your account email and including the details below will help us locate the purchase, but is not a condition of a timely withdrawal. We may still need to verify identity before changing an account or releasing payment information.

Helpful details include:

• your Nydoren account email;
• the order or transaction reference shown to you;
• the purchase date, plan, and access period;
• whether you want to cancel a renewal, withdraw from the contract, request a refund, or report an incorrect or unauthorised charge; and
• a short explanation and any relevant non-sensitive evidence.

Never send a password, two-factor recovery code, access token, connected game-account secret, or full payment-card number.

We may ask for information reasonably needed to verify the account, purchase, or issue. We will communicate the outcome and, where a refund is due or approved, return it through the original payment method where reasonably possible.

For a qualifying EU withdrawal, or another mandatory digital-service refund subject to the same rule, reimbursement will be issued without undue delay and no later than 14 days after we receive the withdrawal or termination notice. It will use the original payment method unless you expressly agree to another method, and you will not be charged a fee for the reimbursement. Voluntary refunds will be issued promptly after approval.

After a refund is issued, the time for funds to appear may depend on the payment service and your financial institution. A full refund may end the refunded access; a partial refund or statutory price reduction may adjust it. We will explain the access effect when confirming the outcome.

Contacting us first can often resolve duplicate or incorrect charges more quickly, but this does not restrict any right to contact your payment provider, consumer authority, or court.

We may investigate patterns that reasonably indicate fraud, refund abuse, account takeover, or payment misuse. That investigation will not be used to deny a valid mandatory right. If you believe a charge was unauthorised, report it promptly so the account and transaction can be protected.

We may update this Policy as Nydoren’s purchase options or legal requirements change. The effective date above identifies the current version. A later update will not remove a mandatory right that applied when you purchased access.

Questions about cancellation, withdrawal, or refunds can be sent to [email protected].