Last updated: 16 September 2026
1. Who we are
This website is operated by Heartoid Ltd, trading as ToyPal (“ToyPal”, “we”, “us” or “our”). Heartoid Ltd is registered in England and Wales under company number 14102802. Our registered office is 338A Regents Park Road, Office 3 and 4, London, England, N3 2LN.
You can contact us at support@toypal.ai.
2. What these terms cover
These terms apply to:
- your use of toypal.ai and its content;
- orders placed through our Shopify store;
- your purchase and use of ToyPal One and the items supplied with it; and
- the free personalised-story sample offered on our website.
The ToyPal app has separate App Terms and an App & Child Privacy Notice. Any ToyPal Two or Kickstarter campaign will have separate pledge, reservation or sale terms before payments are accepted.
We currently accept website orders for delivery only within the United Kingdom. Customers outside the UK may be able to buy ToyPal through a third-party marketplace such as Amazon. Those purchases are made from the seller shown on that marketplace and are governed by the terms, delivery options and returns process shown there.
3. Who may order and use adult features
You must be at least 18 years old and able to enter into a binding contract to place an order, create an adult account or submit a child’s details for personalisation.
If you provide information about a child, you confirm that you are the child’s parent or legal guardian, or that you have the authority of the person with parental responsibility to provide that information and request the service.
ToyPal One must be set up, charged, attached and managed by an adult in accordance with the supplied instructions.
4. ToyPal One and product information
ToyPal One is a heart-shaped Bluetooth audio device designed for children aged 3–8. An adult attaches it to a suitable soft toy using ToyPal’s patented child-resistant locking mechanism, then chooses and plays stories, songs or lullabies through the parent-managed ToyPal app. The sound is played through ToyPal One. The soft toy is not included.
ToyPal One has no microphone and no camera. Product details, contents, compatibility requirements, warnings and current availability are shown on the product page and in the supplied instructions.
We take reasonable care to describe and display our products accurately. Screen colours and apparent sizes can vary. Packaging and minor product details may change where the change does not materially reduce the product’s safety, quality or function.
Please read the product page and safety information before ordering. If you are unsure whether your phone, operating system or soft toy is suitable, contact support@toypal.ai before purchase.
5. How the contract is formed
Your order is an offer to buy. An automated order acknowledgement means that we have received the order; it does not necessarily mean that we have accepted it. We accept your order when we send a dispatch confirmation, unless the checkout or confirmation clearly states another acceptance point.
If we cannot accept an order, we will tell you and refund any payment taken. Reasons may include stock unavailability, an obvious price or description error, payment-authorisation failure, delivery restrictions, suspected fraud or a legal or safety restriction.
We will provide the order confirmation and required pre-contract information in a durable format, normally by email.
6. Prices, taxes and payment
The price shown at checkout is the total product price payable, including VAT where applicable. Delivery charges and any other mandatory charges are shown before you place the order.
Available payment methods are displayed at checkout and are processed by Shopify and the selected payment provider. ToyPal does not receive your full payment-card number.
If a price is clearly incorrect and you could reasonably have recognised the error, we may cancel the order and refund you.
7. UK delivery
We currently deliver website orders only within the United Kingdom. Standard delivery is free. We do not promise next-day, express or premium delivery.
Any delivery estimate shown at checkout or in an email is an estimate, not a guaranteed delivery date. Unless we agree a different period with you, we will deliver within 30 days after the contract is formed.
Risk in the goods passes to you when you, or a person you identify other than the carrier, takes physical possession of them.
See our Delivery, Cancellation and Returns Policy for more information.
8. Your right to cancel an online order
If you are a UK consumer, you will normally have 14 days from the day after you receive the goods to tell us that you wish to cancel without giving a reason, subject to any statutory exceptions. You then normally have a further 14 days to return the goods.
To cancel, email support@toypal.ai with a clear statement that you wish to cancel and include your order number. We will provide the current UK returns address and instructions. Do not send a return to our registered office unless we expressly tell you to do so.
You are responsible for the direct cost of a change-of-mind return. You may inspect the product only as you would in a shop to establish its nature, characteristics and functioning. Where the law permits, we may reduce the refund to reflect diminished value caused by handling beyond what is necessary.
For a valid cancellation, we will refund the product price and the cost of our least expensive standard delivery method. Because our standard UK delivery is currently free, there is normally no delivery charge to refund. We will make the refund without undue delay and normally no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. We use the original payment method unless you expressly agree otherwise.
This statutory cancellation right is separate from ToyPal’s 30-day money-back guarantee.
9. ToyPal’s 30-day money-back guarantee
ToyPal offers an additional 30-day money-back guarantee for UK website orders. This is a commercial promise and does not replace or reduce your statutory rights.
If ToyPal is not right for your family, email support@toypal.ai within 30 days after delivery. We will provide the return address and instructions. You must pay the return postage, use a tracked service and return ToyPal One with the supplied accessories.
After we receive and inspect the return, we will refund the product price to the original payment method. We may refuse a claim under this additional guarantee if the product has been materially damaged through misuse or an essential supplied item is missing. Your statutory rights for faulty, damaged or misdescribed goods remain unaffected.
10. Faulty, damaged or misdescribed goods
Nothing in these terms limits rights that cannot legally be excluded. Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Digital content and services must also meet applicable statutory standards.
Depending on the circumstances and timing, your remedies may include repair, replacement, a price reduction, rejection or a refund. Contact support@toypal.ai with your order number and a description of the problem. Photographs may help us assess physical damage. We will not require you to pay reasonable return costs for goods that are faulty, damaged on arrival or misdescribed.
11. The ToyPal app and included content
ToyPal One is app-connected. A parent or caregiver chooses and plays content through the app. The base app and a library of more than 500 non-personalised stories, songs and lullabies are included without an app subscription.
Use of the app requires a compatible phone, a supported operating system, Bluetooth, internet access for relevant app functions and availability through the applicable app store. Current compatibility information is shown on the product page and app-store listing.
We may provide proportionate security, safety, compatibility and service updates. Where the law requires ongoing digital updates or notice of a material change, we will provide them for the applicable period.
12. Optional app purchases
Optional personalised-story plans, credits or other app-only features may be offered separately through the Apple App Store or Google Play. Their current price, included allowance, renewal period, cancellation route and purchase terms are shown to the adult in the relevant app-store purchase flow before purchase.
Those digital purchases are not sold through this website. The applicable app-store terms and ToyPal App Terms apply. The base app and the included non-personalised library remain available without an app subscription.
13. Free personalised-story sample
An authorised adult may use the website demo to request one short, temporary personalised-story sample, subject to availability, moderation and rate limits. The demo is free and may be changed, paused or withdrawn.
Use only a child’s first name or nickname and the choices requested by the form. Do not submit a surname, address, school, contact details, medical information, photographs or other sensitive or private information. We may reject inputs or outputs for safety, security or legal reasons.
The Privacy Notice explains how the submitted choices, temporary output and anti-abuse records are handled. The demo’s rate limit may use a pseudonymous network or session identifier. It is not used to create an advertising profile.
14. Acceptable website and service use
You must not:
- misuse the website, app, demo, accounts or checkout;
- attempt unauthorised access, scraping, reverse engineering or security testing;
- upload unlawful, harmful, abusive, infringing or privacy-invasive material;
- submit another person’s or child’s information without authority;
- bypass limits or use automated requests; or
- interfere with other users or our systems.
We may suspend or restrict access where reasonably necessary to protect children, users, our systems or legal rights.
15. Intellectual property
ToyPal’s website, software, branding, illustrations, audio, stories and other content are owned by or licensed to Heartoid Ltd and are protected by intellectual-property law. You receive a limited, personal, non-transferable right to use the product and consumer service as intended. No ownership transfers to you.
If a service allows you to submit content, you retain your rights in that content. You grant us only the limited permission reasonably necessary to host, process, moderate and deliver the requested service. We will not use a child’s name or private story inputs in public promotion without separate, specific permission from an authorised adult.
16. Third-party services
The website and service may depend on Shopify, payment providers, app stores, cloud hosting and content-processing providers. Their own terms may apply to their separate services. We remain responsible for our obligations to you and do not use this clause to remove statutory consumer rights.
17. Our responsibility
We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where liability cannot be excluded, or breach of rights that cannot legally be limited.
If we fail to comply with these terms, we are responsible for loss or damage that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was formed.
These consumer terms apply to personal use. If you wish to purchase or use ToyPal wholly or mainly for business, institutional, clinical or research purposes, contact us before ordering because separate terms may be required.
18. Changes to these terms or the service
We may update these terms for legal, security, safety, compatibility or service reasons. Changes will not retrospectively remove rights that you have already accrued. Where a change materially affects an ongoing paid service, we will provide reasonable notice and any cancellation or refund rights required by law.
19. Complaints
Email support@toypal.ai and include your order number where relevant. We will acknowledge, investigate and respond as soon as reasonably possible. If you disagree with our response, you may ask us to review the complaint and explain what you believe was missed.
Nothing in this section prevents you from using a court, regulator, card-provider process or other remedy available under applicable law.
20. Governing law and courts
These terms are governed by the law of England and Wales. If you live in Scotland, you may bring proceedings in the Scottish or English courts. If you live in Northern Ireland, you may bring proceedings in the Northern Irish or English courts. If you live in England or Wales, you may bring proceedings in the courts of England and Wales.
21. Other important terms
We may transfer our rights and obligations under these terms to another organisation, but this will not affect your rights. You may transfer your rights only where the law allows or where we agree in writing.
If a court finds part of these terms unlawful, the remaining parts will continue in effect. A delay in enforcing these terms does not waive our rights. These terms are between you and us; no other person has a right to enforce them except where the law provides otherwise.
22. Contact and company details
Heartoid Ltd, trading as ToyPal
Company number: 14102802
Registered office: 338A Regents Park Road, Office 3 and 4, London, England, N3 2LN
Email: support@toypal.ai
Email support@toypal.ai.