Limited Warranty, Returns and Cancellation Policy
Effective date: December 22, 2023
LIMITED FREE RETURN POLICY
Purchase of your Hero subscription is protected by a money-back guarantee for a period which is the longer of, (a) thirty (30) days, and(b) the period of time set forth in the material describing your order and/or your order receipt, including in an offer code referencing the Trial Period and a specific number of days, if any, where each period begins on the Activation Date (the “Trial Period”). Your Hero subscription can be canceled, and any subscription and/or initiation fee paid will be refunded, for any reason, within the Trial Period. Shipping charges are not refundable. In order to take advantage of the Trial Period and Limited Free Return Policy applicable to your subscription, if any, you’ll just need to return the Dispenser with the original packaging, in good condition. Simply contact our 24/7 Live Support at support@herohealth.com or call us at 855-855-9962 to receive your free shipping label so you can return your Dispenser.
Your subscription is activated either by engaging in setup of your Dispenser, or 7 days after your Dispenser is delivered to the address provided by you in connection with your order, whichever comes first, (the “Activation Date”). Upon checkout, we will charge you for your full commitment period, or, if you elect monthly installment payments, for your first monthly subscription fee installment. Following the Activation Date we will begin regularly charging you the subscription fee applicable to your order and which was described to you during the checkout and order confirmation process. Subscriptions with annual or greater commitment periods will transition to month-to-month subscriptions on the applicable anniversary of the Activation Date. Annual subscriptions paid in monthly installments will be billed monthly on the same day of each calendar month as the Activation Date. There is a minimum 12-month commitment to pay the full price of the subscription if you keep the subscription and/or Dispenser after the Trial Period and pay on a monthly basis. If you pay on an annual or less frequent basis you are required to pay for the entirety of such initial term at checkout, and are not eligible for a refund after the expiration of the applicable Trial Period. If you decide to return your Dispenser and/or cancel your subscription after the Trial Period has ended but before the initial 12-month full price commitment period has ended, your credit card on file will be automatically charged for the remainder of the monthly payments for the applicable 12-month commitment period if you pay on a monthly basis. After the the applicable commitment period has elapsed, you will be charged month-to-month at the rate published by Hero from time to time and which may change upon reasonable notice to you, unless you elect a different subscription payment model with a corresponding commitment period.You may cancel your subscription at any time with no additional payment obligation beyond the payment applicable to your then-current commitment term, provided that you return the Dispenser within the time allotted. Your initial commitment period may be greater than the period that is that certain number of calendar months from the Activation Date, or you may incur additional periods of commitment, if you have specifically agreed to extend, renew or pause your commitment in connection with programs or other terms offered by Hero from time to time, such as, for example, the receipt of incentives, discounts and/or upgrades to the Services, in which case your commitment period will be for the period described in connection with the program or Services which extended it.
If your subscription applicable to the Dispenser assigned to you is canceled or otherwise ends at any time, you must remove your medications from the Dispenser, perform a factory reset to remove your Personal Information from the Dispenser, and return the Dispenser and any Hotspot associated with the applicable Dispenser to Hero within thirty (30) days after your subscription ends. Hero shall not be responsible for loss or disclosure of your Personal Information due to unauthorized physical access to the Dispenser while the Dispenser is not in the possession of Hero, including but not limited to when the Dispenser is in transit to Hero by common carrier or otherwise. A return label will be provided free of charge, and the Dispenser and Hotspot must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser and/or Hotspot are no longer available, a replacement set of packaging materials can be obtained from Hero at an additional charge, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. If you do not return your assigned Dispenser and/or Hotspot within this thirty (30)-day period, we will charge you the Non-Returned Dispenser Fee and/or the Non-Returned Hotspot Fee, as applicable. Your payment of any Non-Returned Hardware Fees applicable to your failure to return a Dispenser or Hotspot shall not constitute your purchase of the Dispenser or Hotspot or entitle you to any rights in or to the Dispenser or Hotspot, and you remain responsible to return the Dispenser and/or Hotspot, as applicable, to Hero. Hero reserves the right to take additional steps to prevent any further use of the Dispenser and/or Hotspot and recover the Dispenser and/or Hotspot from you, following the end of your entitlement to the applicable Services, including but not limited to reporting the applicable Non-Returned Hardware Fees as outstanding and overdue debts owed by you, to Hero, to various credit reporting agencies.
You may opt-out of the automatic renewal for your subscription at any time by contacting help@herohealth.com.
Please see our Terms of Use and Privacy Policy for more information about termination or cancellation of your subscription .
ADDRESSING TECHNICAL ISSUES
If you have encountered a technical issue with your Dispenser, refer first to the technical troubleshooting content at https://support.herohealth.com/en/ for assistance.
If you are unable to resolve any technical issue, contact our 24/7 Live Support at support@herohealth.com. We will work together to resolve your problem as quickly as possible. If we are unable to resolve the issue, Hero may authorize a replacement when the mechanical or technical performance of the Dispenser is determined to warrant replacement. Hero may, at its sole option, replace your assigned Dispenser with a refurbished Dispenser. Hero will not replace Dispensers with defects resulting from your, your Caregiver or any other individual’s actions, such as mishandling and product abuse, intentional damage, dropping or knocking the Dispenser over, improper interfacing, operation outside of design limits, misapplication, improper repair, use of half pills, non-pill medicines, liquids, and ointments, transport of the Dispenser without the travel bar in place, or unauthorized modification. By using the Services, you agree that Hero may use any reasonable means necessary to contact you to notify you of, or to collect additional information related to, technical issues reported by you or detected by us, and may submit such information to the FDA or other regulatory authorities.
REPLACEMENT
If Hero has determined that a replacement is warranted, a return merchandise authorization will be issued, and a return label will be provided. Returns must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser are no longer available, a replacement set of packaging materials can be provided by Hero, at an additional charge, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. Returns will be inspected to determine whether a free replacement Dispenser will be provided to you, or what charges may apply to a replacement Dispenser. Hero will determine in its sole discretion whether to send you a free replacement, or to charge you for any damage to the returned Dispenser before sending you a replacement. At Hero’s discretion, a replacement Dispenser may be a new or refurbished Dispenser.
Hero does not accept returns without the above conditions being met. It is your responsibility to package your Dispenser appropriately per return packaging instructions provided to avoid shipping damage. If the Dispenser is damaged due to improper packaging, you may be charged for the repair at Hero's sole discretion.
If you purchased Hero prior to July 31, 2020 you can view your policy here.