1. Introduction
This Policy explains how refunds, cancellations, the consumer right of withdrawal, failed purchases and chargebacks work for Heartvale. It forms part of the Terms of Service. Words in capitals have the meaning given there.
2. Company information
BRIGHT SALE MEDIA SL · NIF B27671619 · C/ Delfín 8, Urbanización Torre de la Horadada, Pilar de la Horadada, 03191 Alicante, Spain · support@heartvalefarm.com
3. Digital content and immediate delivery
Golden Grain is digital content that is not supplied on a physical medium. It is credited to your account immediately after payment confirmation. Before a purchase is completed the checkout asks you to confirm that you expressly request immediate delivery and understand that you thereby lose your statutory right of withdrawal (Article 103(m) of Royal Legislative Decree 1/2007, implementing Directive 2011/83/EU). If you do not give this consent, we may postpone delivery until the 14‑day withdrawal period has ended.
4. The consumer right of withdrawal
If you are a Consumer in the European Union, you may withdraw from a purchase within 14 days of the day of the purchase without giving a reason, unless the right has been lost because (a) you consented to delivery during the withdrawal period, (b) you acknowledged losing the right, and (c) the Golden Grain was credited to your account. A model withdrawal form is at the end of this Policy; using it is not mandatory.
5. Golden Grain purchases
Golden Grain is sold at 1 GG = EUR 0.10, in packs or as a custom amount, as shown at checkout. A purchase of Golden Grain that is entirely unused (none of the Golden Grain from that purchase has been spent) may be refunded on request within the withdrawal period; the Golden Grain is then removed from the account. Golden Grain that has been spent, in whole or in part, is consumed digital content and is not refundable, except where the law requires otherwise.
Golden Grain cannot be converted back into money. The game offers no payout, cash‑out or reverse‑conversion function. A refund under the conditions of this Policy is the only way in which money can be returned to you, and it is always paid to the payment method used for the purchase.
6. Coins, earned content and promotional Golden Grain
Coins, Farm Reputation, quest rewards, harvests and other content obtained by playing have no purchase price and are therefore not subject to refund or withdrawal. The same applies to Golden Grain earned on the Farmers' Exchange and to Golden Grain granted free of charge as a promotion. Losing Coins or items through gameplay (a failed harvest, a machine running dry, a sold listing) is a normal part of the game and is not a defect.
7. Virtual Items and consumables
The following are not refundable except where the law requires otherwise: (a) Digital Content delivered after you consented to immediate delivery; (b) Golden Grain or Coins that have been spent; (c) consumables that have been used (fuel, feed, seeds, fertiliser); (d) land deeds, buildings, machines and tools bought inside the game; (e) wardrobe outfits and accessories once equipped or worn; (f) content that depends on game balance or prices expressed in Coins or Golden Grain; (g) promotional, free or test content; (h) game progress.
8. Failed delivery, duplicate charges and technical errors
We refund or correct purchases where: Golden Grain was paid for but not credited; a payment was taken twice for one purchase; the wrong amount was credited; the balance did not update after a confirmed payment; or a verifiable technical fault on our side prevented you from receiving what you paid for. Write to support@heartvalefarm.com with the payment reference and we will investigate.
9. Chargebacks and payment disputes
Please contact us before opening a chargeback with your bank; most issues are resolved within a couple of days. If a chargeback is opened, we may restrict the account and freeze balances while the dispute is investigated. If the disputed Golden Grain has already been spent, we may remove the corresponding content or balance and suspend the account. Chargebacks opened in bad faith may lead to termination of the account and refusal of future purchases.
10. How to request a refund review
Write to support@heartvalefarm.com from the email address of your Heartvale account and include: the account email; the date and amount of the purchase; the payment reference from your receipt; a short description of the problem; and screenshots if you have them. We normally reply within 2 working days.
11. Refund method and timing
Refunds are paid to the original payment method. Refunds under the statutory right of withdrawal are made within 14 days of receiving your request. Banks and card networks may take additional days to show the money; this is outside our control.
12. No refund for user mistake or game outcome
We do not refund: (a) a purchase made by mistake after you confirmed it at checkout; (b) dissatisfaction with game balance, prices in Coins or Golden Grain, timers or drop rates; (c) changes to features, prices or content made under the Terms; (d) purchases made by another person using your account or email; (e) losses caused by an account you did not keep secure; (f) problems caused by unsupported devices, browsers, networks or VPN use; (g) content lost because the account was suspended for a breach of the Terms.
13. Statutory rights
Nothing in this Policy limits the rights you have under mandatory consumer law, including the remedies available where digital content does not conform to the contract (Royal Legislative Decree 1/2007 and Directive (EU) 2019/770).
14. Contact
BRIGHT SALE MEDIA SL · C/ Delfín 8, Urbanización Torre de la Horadada, Pilar de la Horadada, 03191 Alicante, Spain · support@heartvalefarm.com
Annex: model withdrawal form
Copy the text below into an email to support@heartvalefarm.com and fill in the blanks.
To: BRIGHT SALE MEDIA SL, C/ Delfín 8, Urbanización Torre de la Horadada, Pilar de la Horadada, 03191 Alicante, Spain — support@heartvalefarm.com
I hereby give notice that I withdraw from my contract for the supply of the following digital content: [description, e.g. "300 Golden Grain, Popular pack"]
Ordered on: [date] · Name of consumer: [name] · Account email: [email] · Date: [date]