Refund Policy

Withdrawal Rights

All sales on are final, and no returns, replacements or refunds are permitted. If a replacement, return or refund is granted for any transaction, the transaction may be reversed, and you may no longer be able to access the Content that you acquired through that transaction.

When you make a purchase of Coins or In-Game Products on you agree that the Coins or In-Game Products will be available to you immediately, and you acknowledge that as a result you waive your automatic statutory right of withdrawal.

In-game purchases in games are not refundable.

You may request a refund for heyVR Coins within fourteen days of purchase if they were purchased on and if you have not used any of those Coins. Player One may replace such Coins under certain circumstances, in Player One's sole discretion and on a case-by-case basis, without incurring any obligation or liability. If you bought Coins in a package or bundle, we can only refund the complete package or bundle, not parts of it, if a refund may be possible.


If it appears to us that you are abusing refunds, we may stop offering them to you.

How to Request a Refund

You can request a refund or get other assistance with your purchases at

EU/UK right of withdrawal

The below terms shall prevail towards any EU/UK consumer.

As a user domiciled in a European Union member country or the United Kingdom of Great Britain and Northern Ireland, you have the right to withdraw from any purchase on without giving any reason.

For any digital content purchased online, you have agreed upon checkout that the withdrawal period will expire 14 days after you purchase such digital content or when you start using the content for the first time, whichever is sooner.

To exercise the right of withdrawal, you must inform Player One of your decision to withdraw from the purchase by an unequivocal statement (e.g. by a letter sent to Player One GmbH, Gottesauer Straße 14, 76131 Karlsruhe, Germany). You may attach the model withdrawal form available below, but it is not mandatory.

If you exercise your right of withdrawal by sending us an Email at, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you exercise your right of withdrawal, we shall reimburse to you all payments received from you, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Exceptions from the right of withdrawal

The statutory right of withdrawal is not applicable as regards the following:

  • service contracts after the service has been fully performed if the performance has begun with the consumer’s prior express consent, and with the acknowledgement that he will lose his right of withdrawal once the contract has been fully performed by the trader;
  • the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and his acknowledgment that he thereby loses his right of withdrawal.

Withdrawal form

"Player One GmbH, Gottesauer Straße 14, 76131 Karlsruhe, Germany

I hereby give notice that I withdraw from my contract of sale for the provision of the following item: [identify your purchase and insert the purchase ID included with your receipt], ordered on [insert date of purchase].

[Insert your name and address as well as the name of your Account]

[Signature – only if this form is notified on paper]

[Insert date]"

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