Refund policy
Last updated 25 October 2026 · terms version 2026‑10‑25.2
In short: you get your money back if you cancel before we deliver, if we deliver late, if we make a mistake we can't fix, or if the app never answers your letters. You don't get it back because the app still says no.
Full refund if
- You withdraw or cancel before we deliver your pack (see the right of withdrawal in our terms, or use the withdrawal page). This also applies after the 14-day withdrawal period, as long as we have not delivered your pack.
- We don't deliver your pack within 5 working days of receiving your payment and complete information (we promise 2). If you didn't ask us to start at once, the 5 days count from the end of your 14-day withdrawal period.
- Your pack contains a mistake on our side that we can't fix within 2 working days of you telling us.
- The app doesn't answer at all. If you sent letter 1 and letter 2 within 14 days of receiving your pack, and the app has not answered either of them within 30 days of sending, send us a screenshot or copy of what you sent, with the date, within 60 days of receiving your pack. An automatic receipt is not an answer. A refusal, a request for more information or any other reply from a person is an answer.
If your case does not fit the pack's rules, we tell you before you pay, so you pay nothing.
When we don't refund
- After your pack has been delivered, if you asked us to start within the 14-day period and confirmed that you lose your right of withdrawal on delivery, except under the rules above.
- If the app, an authority or a court decided against you. We cannot control their decisions.
- For problems caused by wrong or incomplete information you gave us (your right to withdraw before delivery is not affected).
This does not limit your rights under the law if the pack is not as agreed.
How to ask
Email [email protected] with your case reference. We refund through Stripe to your original payment method within 14 days, at no cost to you.