Overview
This policy explains how billing and refunds work for Kids Games on Young Heroes. It covers single sessions and recurring campaigns, and it applies to guardians who purchase seats and to the Dungeon Masters who run games for Young Heroes.
In this policy, "guardian" means the adult who holds the account and pays for a seat, and "Young Hero" means the child who plays.
How billing works for recurring campaigns
Many Young Heroes games run as campaigns with a set number of sessions, for example ten sessions. When a guardian enrolls a Young Hero in a campaign, they reserve that Young Hero's seat for every session in the campaign.
A campaign seat is reserved for the full run of sessions. The guardian is billed for each session as it comes up.
Reserving a seat means the seat is held for your Young Hero and is not offered to another family, and the Dungeon Master prepares for your Young Hero each session.
Enrolling in a campaign is an agreement to pay for the sessions in that campaign, unless you withdraw under the rules below or a refund condition applies.
We disclose this at checkout in plain language before a guardian confirms enrollment.
Marking a Young Hero absent is not a cancellation
If your Young Hero cannot attend a session, you can mark them absent for that session. This is an attendance notice only. It tells the Dungeon Master your Young Hero will not be there so the table can plan around it.
An attendance notice does not:
pause or stop billing for that session
cancel or release the reserved seat
reduce or change the Dungeon Master's payout
create a credit or a refund
The seat stays reserved and the session is still billed. If you want to stop billing for future sessions, you need to withdraw from the campaign.
Withdrawing from a campaign
Withdrawing is different from marking a single session absent. Withdrawing ends your Young Hero's enrollment and stops billing for future sessions.
To avoid being charged for the next session, withdraw on the Young Heroes website more than 24 hours before that session starts.
If you withdraw 24 hours or less before the next session, you are still charged for that session, because the seat was held and the Dungeon Master prepared for it. Billing then stops for the sessions after that.
Sessions that have already taken place are not refundable, except where a refund condition below applies.
To withdraw from a campaign on Young Heroes, please follow these steps: [LINK]
Choosing to leave a campaign is handled differently from a session that fails on the platform or the Dungeon Master side. A failure on our side or the Dungeon Master's side is covered by the refund conditions below, regardless of your attendance or withdrawal status.
Withdrawing from a One Shot
Withdrawing ends your Young Hero's enrollment for the one shot.
To avoid being charged for the session, withdraw on the Young Heroes website more than 24 hours before that session starts.
If you withdraw 24 hours or less before the session starts, you are still charged for that session, because the seat was held and the Dungeon Master prepared for it. Billing then stops for the sessions after that.
Sessions that have already taken place are not refundable, except where a refund condition below applies.
To withdraw from a One Shot on Young Heroes, please follow these steps: [LINK]
Choosing to leave a one shot is handled differently from a session that fails on the platform or the Dungeon Master side. A failure on our side or the Dungeon Master's side is covered by the refund conditions below, regardless of your attendance or withdrawal status.
When a guardian is eligible for a refund
A guardian is eligible for a refund if the Dungeon Master:
forgets to cancel or reschedule a session and the guardian is charged
is unable to run a session for any reason and the guardian is still charged
does not provide the materials needed to play before game time, so the Young Hero cannot play but is still charged. This includes links to the virtual tabletop, the video or voice call, and any other tool the Young Hero needs to join.
advertises a specific tool or service presented to Young Heroes but does not provide it. For example, advertising a game on an approved virtual tabletop and then not using it. Tool outages and service disruptions outside the Dungeon Master's control do not count here.
A guardian is also eligible for a refund if:
The Young Hero has an unavoidable technology problem within the first hour of the session, such as a power outage, a serious computer failure, loss of internet, or unsafe weather or safety conditions.
The Young Hero was enrolled twice by mistake and charged twice for the same session. Only one charge is refunded.
Examples
A Young Hero loses power 30 minutes into a session because of a storm, and the guardian sees a charge afterward. Eligible for a refund.
A guardian enrolls a Young Hero twice by accident and is charged twice for the same session. One charge is refunded.
How to request a refund
If you need a refund, first contact the Dungeon Master. Dungeon Masters can issue refunds up to 14 days after a charge.
If you do not hear back from the Dungeon Master within 24 hours, or you believe a refund was refused unfairly, contact Young Heroes support at [YOUNG HEROES SUPPORT EMAIL].
Please include:
the email on your Young Heroes account
the Dungeon Master's name
the campaign or adventure name
the date of the session
screenshots showing you contacted the Dungeon Master
why you believe a refund is owed
The sooner you reach out, the sooner we can help.
How a Dungeon Master issues a refund
Open your Payouts page.
Find the transaction in your transaction history and confirm the Young Hero's name, the campaign or adventure, the date, the time, and the price.
Click the three dots next to the transaction.
Click Refund.
Choose a reason from the menu.
Dungeon Masters are required to issue a refund whenever any condition in this policy applies.