Refund Policy

1. Summary

We offer a 7-day money-back guarantee on every Letter you order. If, within 7 days of delivery, the Letter is unusable due to a fault on our part, we will refund you in full. This is in addition to your statutory rights under the Consumer Rights Act 2015.

2. When you can get a refund

You are eligible for a refund if any of the following apply within 7 days of delivery:

• The Letter contains significant factual or legal errors that materially affect its usability;
• The Letter does not address the scenario you selected and submitted intake data for;
• The Letter is in the wrong language or formatting such that it cannot reasonably be sent;
• We failed to deliver the Letter within 24 hours of payment due to a fault on our side;
• You experienced a technical failure on our platform that prevented you from receiving the Letter you paid for.

3. When refunds are not available

We do not refund where:

• The Letter was generated correctly based on the information you provided, but the recipient did not respond favourably;
• You changed your mind after the Letter was generated and delivered (digital content exception under Reg. 37 of the Consumer Contracts Regulations 2013 — see Section 6 below);
• You provided inaccurate, false, or incomplete information that affected the quality of the Letter;
• More than 7 days have passed since delivery, and there was no fault on our part;
• You used the Letter, in whole or in part, by sending it to the recipient (this constitutes performance);
• For subscriptions: you cancelled mid-cycle and request a refund of unused days (we honour the rest of the period and stop renewals).

4. How to request a refund

1. Email refunds@lettr.uk within 7 days of delivery.
2. Include your order ID (visible in the confirmation email) and a short description of the issue.
3. We aim to respond within 2 business days. If your refund is approved, the funds are returned via Stripe to the original payment method within 5–10 business days.

5. Subscriptions

• You can cancel your subscription at any time from your dashboard.
• Cancellation takes effect at the end of the current billing period. You retain access until then.
• We do not refund partial billing periods, except where required by law or where we accept a refund request under Section 2.
• If we materially change our pricing or features mid-cycle, you may cancel and receive a pro-rata refund of the unused period.

6. Statutory rights and digital content

If you are a consumer, you have certain rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regulations”).

Digital content cancellation right. Under the 2013 Regulations, you would normally have a 14-day right to cancel a contract for digital content. However, by placing an order you expressly request immediate performance and acknowledge that, once the Letter has been generated and delivered to you, you lose this right (Regulation 37(1)(a)). You will see a confirmation of this at checkout.

Nothing in this policy removes your right to a remedy where the Service is not of satisfactory quality, fit for purpose, or as described under sections 34–36 of the Consumer Rights Act 2015.

7. Chargebacks

If you have a billing concern, please contact us first at refunds@lettr.uk — most issues are resolved quickly. Initiating a chargeback before contacting us may delay resolution and, in cases of fraud or abuse, may result in the closure of your account.

8. Contact

For refund requests: refunds@lettr.uk
For general billing questions: billing@lettr.uk