1. Our Commitment
Home Based Learning Private Limited ("HBL", "we", "our", or "us") is committed to providing timely and professional support for players of Math Hero Chronicles.
Our support team aims to assist players with technical issues, account enquiries, gameplay concerns, purchases, and other matters related to the Service.
While we strive to respond as quickly as possible, response times may vary depending on the complexity of the request and support volume.
2. Contacting Support
If you require assistance, you may contact us through one of the following methods:
Website
www.hbl.com.sg
Future support channels may include:
- In-app support
- Web support portal
- Help Centre
- Frequently Asked Questions (FAQ)
3. Support Hours
Our support team currently operates during normal Singapore business hours.
Response times may vary during:
- weekends;
- public holidays;
- major game updates;
- seasonal events;
- unforeseen operational circumstances.
4. Typical Response Times
Although response times cannot be guaranteed, our target response times are:
More complex investigations may require additional time.
5. What We Can Help With
Our support team can assist with matters including:
Account
- Login problems
- Password issues
- Account recovery guidance
- Guest Account enquiries
- Apple Sign-In issues
- Google Sign-In issues
- Account deletion enquiries
Gameplay
- Missing rewards
- Event enquiries
- Progress issues
- Hero progression
- Relics
- Inventory questions
- Leaderboards
- Guild enquiries
- World Boss enquiries
- Daily rewards
Purchases
Support may assist with:
- Missing Diamonds
- Purchase verification
- Purchase delivery issues
- Duplicate purchases
- Purchase troubleshooting
Please note that refunds are managed by Apple App Store or Google Play Store in accordance with their respective policies.
Technical Support
Examples include:
- Crashes
- Freezing
- Login failures
- Network problems
- Update issues
- Installation issues
- Performance issues
- Compatibility enquiries
6. Information to Include When Contacting Support
To help us investigate your issue efficiently, please include where applicable:
- Player ID
- Nickname
- Registered email address
- Device model
- Operating system version
- App version
- Description of the issue
- Screenshots (if available)
- Screen recordings (if available)
- Purchase receipt (for purchase enquiries)
Providing complete information may reduce the time required to resolve your request.
7. Purchase Support
For purchase-related enquiries, please include:
- transaction receipt;
- order number;
- purchase date;
- platform used (Apple App Store or Google Play Store).
The Company cannot manually approve refunds that are handled by Apple or Google.
8. Account Recovery
For security reasons, we may request reasonable verification before assisting with account-related enquiries.
Verification may include:
- registered email address;
- purchase history;
- Player ID;
- other information reasonably necessary to verify ownership.
The Company reserves the right to decline recovery requests where ownership cannot be reasonably verified.
9. Account Deletion
Players may request deletion through the in-app Account settings.
If you are unable to access your account, please contact:
Please refer to our Account Deletion & Data Retention Policy for detailed information regarding:
- deletion procedures;
- retention periods;
- recovery rights during the 30-day deletion period.
10. Reporting Bugs
We welcome bug reports that help improve Math Hero Chronicles.
Useful reports include:
- steps to reproduce the issue;
- screenshots;
- videos;
- device information;
- game version.
Submitting a bug report does not guarantee immediate resolution.
11. Reporting Cheating
Players may report suspected cheating including:
- modified applications;
- bots;
- automation;
- exploits;
- leaderboard manipulation;
- inappropriate behaviour.
All reports are reviewed confidentially.
For privacy and security reasons, we may not disclose the outcome of investigations.
12. Community Conduct Reports
Players may also report:
- offensive nicknames;
- inappropriate guild names;
- abusive behaviour;
- harassment;
- hate speech;
- impersonation;
- other violations of our Community Guidelines.
Appropriate action will be taken where necessary.
13. Suggestions and Feedback
We welcome constructive suggestions to improve the Game.
Submitting suggestions does not obligate the Company to implement them.
By voluntarily submitting ideas, you acknowledge that similar ideas may already be under development and that the Company may use your suggestions without compensation, subject to applicable law.
14. Service Limitations
Our support team cannot:
- provide gameplay advantages;
- manually award event rankings;
- restore permanently deleted accounts;
- restore permanently deleted Virtual Items after the deletion period;
- modify leaderboard results except where authorised;
- bypass Apple or Google refund procedures.
15. Security
Never share:
- passwords;
- verification codes;
- authentication tokens.
Our staff will never ask for your password.
If you believe your account has been compromised, contact us immediately.
16. Policy Updates
We may update this Support Policy from time to time.
The latest version will always be available on our official website.
17. Contact Information
Home Based Learning Private Limited
540 Sims Avenue
Sims Avenue Centre #03-05
Singapore 387603
Email:
Website:
www.hbl.com.sg
© 2026 Home Based Learning Private Limited. All Rights Reserved.