Terms of use

Last updated: 26 October 2026

Please read these terms before you play. They're written to be clear, not to catch you out. If anything is unclear, email us at [email protected].

1. Who we are

Hello London (hellolondon.app) is run by Bolakale Adewale, a sole trader in the United Kingdom, trading as Hello London ("we", "us"). We're an online-only business. You can contact us at [email protected] or in the game (Phone → Help). A postal address for legal notices is available on request by email.

By creating an account you agree to these terms. Our privacy notice explains how we use your data, and our disclaimer explains what the game is and isn't.

2. Who can play

Hello London is for adults. You must be 18 or older to create an account, and you must give your real date of birth. We may close an account if we believe its owner is under 18 or has given false details.

3. Your account

• Use your own name and an email address you control. Your email is how you log in and reset your password, and it can't be changed later.
• Keep your password (and recovery codes, if you make them) private, and don't share or sell your account. You're responsible for what happens on it.
• You can turn on two-step login in Settings → Security. We recommend it.
• If you think someone else has access to your account, tell us straight away at [email protected].

4. The game is free

You can play the whole game for free. Some optional extras cost real money (see section 6). You never have to pay to progress.

5. In-game money and items

The pounds, items, homes, cars, businesses, pets and other things in the game are part of the game. They are not real money or property, have no value outside the game, and can't be withdrawn, cashed out, sold, exchanged or transferred to anyone. What you have is a personal, non-transferable licence to use them in Hello London while your account is open.

You must not buy, sell or trade in-game money, items or accounts for anything of real value, inside or outside the game. We may adjust prices, balances and features to keep the game fair and fun, and we may correct mistakes, for example removing in-game money created by a bug.

6. Optional purchases

• What you can buy: in-game money packs (for example "Pocket Money" for £0.99 or "Big Move" for £9.99) and cosmetic items (for example a hat or trainers for your character). Cosmetics only change how things look; they don't give you an advantage.
• Prices are shown in pounds and include VAT where it applies.
• Hello London Club (membership): £2.99 a month. It gives you a Club badge and £1,500 in-game money each month (in-game money follows section 5). It renews automatically every month until you cancel. You can cancel at any time in the game (Phone → Store → Cancel membership) in a couple of taps; you keep the perks until the end of the month you've already paid for and won't be charged again. If we ever change the price, we'll tell you in the game and by email before it applies to you, and you can cancel before then. Deleting your account cancels your membership straight away.
• Tips (Support the creator): a one-off payment of £3, £5 or £10 to say thank you. It's a gift, not a purchase: it doesn't buy in-game money or anything else in the game, apart from a ❤️ Supporter badge next to your name. If you tipped by mistake, email us within 14 days and we'll refund it; a refunded tip removes the badge.
• Payment is handled by Stripe. We never see or store your card details.
• Daily limit: you can spend up to £50 a day on in-game money packs, to help everyone play responsibly.
• The rich list: money you buy doesn't count towards your place on the rich list, so the leaderboard stays fair.
• Delivery: what you buy is added to your account straight away after payment.

Your right to cancel and refunds

Purchases are digital content delivered immediately. Before you pay, we ask you to agree that delivery starts straight away and that you lose your 14-day right to cancel once it has started (as the Consumer Contracts Regulations 2013 allow). If you don't agree, you can't complete the purchase.

This doesn't affect your rights under the Consumer Rights Act 2015. If something you bought is faulty, doesn't arrive, or isn't as described, contact us at [email protected] and we'll put it right or refund you. If you were charged by mistake, tell us and we'll sort it out.

7. Bonus adverts

The game may offer an optional bonus, such as in-game money, for watching a short advert. Watching is always your choice and there's a daily limit. Bonuses follow the same rules as other in-game money (section 5).

8. Playing with others

Hello London is shared with real people. Be kind and play fair. You must not:

• bully, harass, threaten, stalk or abuse anyone, or post hateful, sexual, violent or otherwise harmful content;
• share anything illegal, including content that is criminal under UK law;
• ask anyone for personal details, money, or to talk or meet outside the game;
• pretend to be someone else, including our staff;
• spam, scam, cheat, use bots or scripts, or exploit bugs (please report them instead);
• try to get around blocks, mutes, bans, filters or other safety features;
• try to break, overload or gain unauthorised access to the game or its servers.

To keep people safe, links, phone numbers, email addresses and social media handles are hidden automatically in chat. You can report or block any player from the game.

Moderation and appeals

We review reports and may hide content, mute, suspend or close accounts that break these rules. Where someone may be at risk of serious harm, or where the law requires it, we may contact the police or other authorities. If we take action on your account, we'll tell you why where it's safe and fair to do so. If you think we got it wrong, email [email protected] with your username within 30 days. A person will look at your appeal and reply, normally within 14 days.

9. What you post

You own what you write (chat, messages, posts, your character's name). You give us permission to store it and show it in the game so the features work, and to keep a copy when it's reported, for safety. Only post things you have the right to share. Your character's name and your public @name can be seen by other players.

10. Adverts from businesses

Businesses can book advertising spaces in the game, such as billboards and bus sides, under our separate advertiser terms. Every advert is checked by a person before it appears, and adverts are clearly labelled. The advertiser is responsible for its advert.

11. Keeping the game running

We work hard to keep Hello London available and your progress safe, but we can't promise it will always be available or free of errors. We may change, pause or remove features, and we sometimes need to take the game offline for maintenance.

If we decide to close the game, we'll give at least 30 days' notice in the game and by email, and we'll stop selling purchases as soon as we announce it. If you bought in-game money or items in the 30 days before we announce the closure and haven't been able to use them, contact us and we'll refund that purchase.

12. Ending your account

You can delete your account at any time from Phone → Privacy → Delete my account. We may suspend or close your account if you seriously or repeatedly break these terms, or if we have to by law. Unused in-game money and items have no cash value and aren't refunded when an account is closed, except where section 6 or 11 says otherwise or your consumer rights require it.

13. Our responsibility to you

If we fail to follow these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our failure or our negligence, but not for loss or damage that isn't foreseeable. We provide the game for personal, non-commercial use, so we're not responsible for business losses such as lost profit or business interruption.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law doesn't allow us to limit, and nothing affects your statutory rights as a consumer.

14. Changes to these terms

We may update these terms, for example when we add features or the law changes. If a change is important, we'll tell you in the game before it takes effect. If you don't agree, you can stop playing and delete your account.

15. Law and disputes

These terms are governed by the law of England and Wales. If you have a complaint, please contact us first at [email protected] so we can try to sort it out. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring them in your local courts.

16. Contact

[email protected] · in the game: Phone → Help