Refund Policy

1. Starting Straight Away

1.1 Consumers have a legal right to cancel a service within 14 days. By placing an Order you ask us to print and post it straight away, and you acknowledge that you lose that right once your Order has been posted.

1.2 If you cancel before your Order is printed, we refund it in full. If you cancel after printing but before posting, we refund it less a fair amount for the work already done. Once posted, an Order cannot be cancelled or refunded, except as set out in clauses 3 and 6.

2. How to Cancel

2.1 Email info@postright.co.uk, use the Contact page, or send the form in clause 15, quoting your Order reference.

2.2 Orders placed on a working day are usually printed within minutes, so the earlier you contact us the better. We will tell you whether we stopped the Order in time.

2.4 Section 8 and Section 13 landlord notices are treated differently. Clause 1 and clauses 2.1 and 2.2 do not apply to them. You can cancel a landlord notice for a full refund at any time before it is posted, by sending us a support ticket or an email through our Contact page, with your Order reference. When you pay, you ask us to post the notice straight away, and once it has been posted it can no longer be cancelled. After posting, clause 3 sets out when a refund is due.

2.5 Future Self letters. You can change the posting date, or cancel for a full refund, until 7 days before the posting date.

3. What We Refund

3.1 We will issue a refund in the following circumstances:

• Verified fulfilment failure. We or our fulfilment partner failed to print or post your letter.
• Technical failure on our platform. A fault in our system prevented your Order from being processed, for example a corrupted file upload or a failed handover to our fulfilment partner.
• Duplicate charge. You were charged more than once in error for the same Order.
• Order refused by us. We declined to process your Order under clause 11.4 of the Terms before it was printed.
• Materially wrong item posted. We posted the wrong content, or posted to a different address from the one you supplied.

3.2 Where we can put the matter right by reprinting and reposting, we may offer a free resend instead of a refund. Where a resend is no longer useful to you, we will refund.

4. Technical Failures: 48 Hour Reporting Window

4.1 If you believe your letter was not sent because of a fault on our part, you must contact us at info@postright.co.uk within 48 hours of placing your Order.

4.2 Your message must include your Order reference and a description of the issue.

4.3 We will investigate promptly. Where a technical failure is confirmed, we will either reprocess your Order or issue a refund.

4.4 Reports made outside the 48 hour window will still be investigated, but we may be unable to establish what happened, and a refund is at our discretion.

5. What We Do Not Refund

5.1 The following are not fulfilment failures and are not refundable:

Address and recipient issues

• An incomplete delivery address, including a missing flat, apartment, unit, floor or building number. See clause 4 of the Terms.
• An incorrect, out of date or ambiguous delivery address.
• Sending to the wrong Recipient.
• The Recipient having moved away from the address supplied.
• The Recipient refusing the item.
• The Recipient failing to collect an item held at a delivery office following a card being left.

Content issues

• Errors, typos, omissions or mistakes in letter content you wrote, edited or uploaded.
• Choosing the wrong template.
• Uploading the wrong file, where the file we received was legible and printed as supplied.
• Content that breaches clause 11 of the Terms.

Ordering issues

• Duplicate Orders placed by you in error.
• Selecting the wrong postage service.
• Change of mind after submission to print.

Carrier issues

• Delay or misdelivery within the Carrier's network after dispatch. Lost and damaged items are covered by clause 6.
• Missing, delayed, stalled or incomplete tracking events. This includes Royal Mail Signed For items that never display a delivery scan. See clause 8 of the Terms.
• Carrier system or tracking API outages.
• Delays caused by postal strikes, industrial action, severe weather or other force majeure events.
• Non delivery on a bank holiday or non working day.

Outcome issues

• Dissatisfaction with the outcome of your letter.
• The Recipient's response, or lack of response.
• A missed deadline, whatever the cause.
• Any matter outside our control relating to the letter once it has been dispatched.

6. Lost Items and Claims

6.1 For Signed For, Tracked 48, Tracked 24 and Special Delivery, if an item is lost, damaged or not received, you can make a claim on our Claims page once the waiting time has passed and within 30 days of posting. Clause 9.2 of the Terms sets out the waiting times.

6.2 If we accept your claim, you choose between a full refund of the Order price and a free resend. A Special Delivery resend goes by Tracked 24. If Royal Mail pays compensation of more than the Order price, we pass the difference on to you. A resent landlord notice is a new service of the notice, so its dates may change.

6.3 Second Class and First Class are not tracked, so we cannot tell whether they were delivered, and we do not refund them for loss or delay.

6.4 Delay alone, gaps in tracking and Royal Mail outages are not grounds for a refund.

7. Special Delivery Guaranteed

7.1 Royal Mail's Special Delivery Guaranteed service carries their own money back guarantee where an item is not delivered within the guaranteed timeframe. Conditions are set by Royal Mail and are subject to their published terms and exclusions.

7.2 If Royal Mail does not deliver a Special Delivery item on time, tell us. We will claim the postage refund from Royal Mail and pass any refund we receive on to you.

7.3 Where Royal Mail declines the claim, we are not obliged to refund you, and clause 5 applies.

7.4 The guarantee runs from the date of dispatch, not the date you placed your Order. See clause 6.4 of the Terms.

8. Resends

8.1 Free resend. We will reprint and repost your letter at no charge where there has been a verified fulfilment failure on our side or that of our fulfilment partner, as set out in clause 3.1.

8.2 Chargeable resend. A resend is chargeable at the full price for the postage service selected where the reason for resending is any of the following:

• An incomplete or incorrect address supplied by you.
• A change of Recipient or address after the original Order.
• An error or omission in content you supplied.
• Return of the item to us for any reason attributable to you or the Recipient.
• A change of mind about the postage service.

8.3 Where a resend is chargeable, it is treated as a new Order and this Policy applies to it in full.

8.4 Where we agree to resend, we may at our discretion upgrade the postage service used. Any such upgrade is a goodwill gesture and clause 9 applies.

8.5 Landlord notice promise. If a landlord notice we prepared contains an error in something PostRight calculated, inserted or carried out (a date we worked out, such as the earliest court date or the date a new rent starts, the notice period, the legal wording of a ground, or the printing and posting), we will correct it and post the corrected notice to each tenant by Royal Mail Tracked 24 at no charge, with a new certificate of service, if you tell us within 12 months of posting. This does not cover information you gave us, including names, addresses, dates, amounts and the grounds you chose, changes you ask for after signing, rent or time lost while a new notice period runs, or the outcome of any possession claim.

9. Goodwill Gestures

9.1 We sometimes offer a free resend, a postage upgrade, a discount code or a partial or full refund in circumstances where this Policy does not require us to do so.

9.2 Any such gesture is made voluntarily, as a one off, at our sole discretion, and on a without prejudice basis.

9.3 A goodwill gesture does not amount to an admission of fault or liability, does not set a precedent, does not vary this Policy, and does not create any entitlement to the same or similar treatment on any future Order.

10. How Refunds Are Processed

10.1 Approved refunds are issued to the original payment method via our payment processor, Stripe.

10.2 We cannot refund to a different card, bank account or payment method from the one used for the Order.

10.3 Refunds are typically processed by us within two working days of approval. Once processed, the time taken for funds to appear in your account depends on your bank or card issuer, and is typically five to ten working days.

10.4 Where the original payment method has expired or been closed, we will work with you to find an alternative, but we may require additional verification.

11. Partial Refunds and Alternative Remedies

11.1 Where only part of an Order is affected, for example one letter in a multi letter Order, we will refund only the affected portion.

11.2 Where appropriate, we may offer a free resend or a postage upgrade instead of a refund. You do not have to accept it where a refund is due under clause 3.

12. Chargebacks

12.1 Please contact us at info@postright.co.uk before raising a chargeback or payment dispute. In most cases we can resolve the matter directly and more quickly.

12.2 If you raise a chargeback for an Order we fulfilled correctly, we will send the card issuer our evidence of printing and posting.

13. Your Statutory Rights

13.1 Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.

13.2 Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. Where they are not, you may be entitled to repeat performance or an appropriate price reduction.

13.3 If you believe your statutory rights have been affected, please contact us at info@postright.co.uk and we will review the matter.

14. How to Request a Refund

14.1 Send an email to info@postright.co.uk including:

• Your Order reference (for example PR-00123)
• The email address used to place the Order
• The date of the Order
• A description of the issue
• Any tracking reference or Carrier correspondence you have

14.2 We aim to acknowledge refund requests within one working day and to provide a decision within five working days.

14.3 Where a decision depends on an enquiry with the Carrier, resolution may take longer. We will tell you if this is the case and keep you updated.

15. Cancellation Form

Complete and return this form only if you wish to cancel the contract.

To PostRight Ltd, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, info@postright.co.uk:

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [Order reference]

Ordered on: [date]

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

16. Contact

PostRight Ltd
3rd Floor, 86-90 Paul Street
London, England, EC2A 4NE
Registered in England and Wales
Email: info@postright.co.uk

See also our Terms and Conditions and Privacy Policy.