Terms and Conditions of Service

Last updated: 2 September 2026

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and PostRight Ltd ("PostRight", "Company", "we", "us", or "our") concerning your use of our website and services.

1. Acceptance of Terms and Definitions

1.1 By accessing or using the PostRight website and services, you accept and agree to be bound by these Terms. If you do not agree, you must not use the service.

1.2 In these Terms:

• "Service" means the printing, enveloping and posting of physical letters ordered through the PostRight website, together with the website itself.
• "Order" means a request submitted by you through the website for us to print and post one or more letters.
• "Working day" means Monday to Friday, excluding bank holidays in England.
• "Fulfilment partner" means the third party print and mail provider we use to produce and post letters.
• "Carrier" means Royal Mail or any other postal carrier used to deliver your letter.
• "Recipient" means the person or organisation to whom your letter is addressed.

1.3 PostRight Ltd is a company registered in England and Wales, with its registered office at 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.

2. Age Requirement

2.1 You must be at least 16 years of age to use the Service. By placing an Order you confirm that you are aged 16 or over.

2.2 If you are under 16 you must not use the Service or provide any personal data to us. If we become aware that a user is under 16 we will close their account and delete their personal data.

3. Accounts and Contact Details

3.1 You may place an Order with or without registering an account. Where you register an account, you are responsible for keeping your login credentials secure and for all activity carried out under your account.

3.2 You are responsible for supplying a valid email address at checkout and for keeping it current. All order confirmations, dispatch notices and tracking information are sent to the email address supplied with the Order.

3.3 We are not responsible for your non-receipt of any communication where the cause is an incorrect or mistyped email address, a full mailbox, a spam or junk filter, or any other issue with your email provider. It is your responsibility to check your spam and junk folders.

3.4 Where you tell us that the email address on an Order is wrong, we will use reasonable efforts to correct it and to make previously sent communications available to you, but we cannot guarantee that historical messages can be re-sent.

4. Address Accuracy

Please read this section carefully. It is the most common cause of failed delivery.

4.1 You are solely responsible for supplying a complete and accurate delivery address. A complete address includes, where applicable, the flat, apartment, unit, floor, room, building name or number, street, town or city, and full postcode.

4.2 We print the delivery address exactly as you supply it. We do not verify, validate, correct, complete or enhance the address in any way. Any address checking or lookup tool offered on our website is provided as a convenience only and does not transfer responsibility for accuracy to us.

4.3 Where a letter is not delivered, is delayed, is returned to sender, or is delivered to the wrong person because the address you supplied was incomplete, inaccurate, out of date, or ambiguous, this does not constitute a failure of the Service and does not entitle you to a refund.

4.4 Where the Recipient has moved, no longer occupies the address supplied, or refuses the item, this does not constitute a failure of the Service and does not entitle you to a refund.

4.5 Any resend required because of an address error is a new Order and is chargeable at the full price for the service selected. Section 8 of our Refund Policy sets out when a resend is provided free of charge.

5. Returned Mail

5.1 Where the Carrier is unable to deliver a letter and returns it, the item is returned to our fulfilment partner rather than to you directly.

5.2 We will notify you at the email address on the Order once we are made aware that an item has been returned to us. The Carrier does not always notify us promptly, and in some cases we may not be notified at all.

5.3 Returned items are held by our fulfilment partner for a limited period and are then securely destroyed. We do not forward returned items to you as physical mail unless separately agreed and paid for.

5.4 Any onward resend of a returned item, whether to the same address or a corrected one, is chargeable in accordance with clause 4.5.

6. Order Processing, Cut Off Times and Dispatch

6.1 Orders received before 2.30pm UK time on a working day are typically printed and dispatched the same working day.

6.2 Orders received after 2.30pm UK time, at weekends, or on bank holidays in England are typically dispatched on the next working day.

6.3 Cut off times are indicative and not guaranteed. Print volumes, fulfilment partner capacity, technical issues and Carrier collection schedules may affect same day dispatch.

6.4 All delivery timescales and any delivery guarantees, including Special Delivery Guaranteed by 1pm, are set and provided by the Carrier. They run from the date of dispatch, not the date on which you placed your Order.

6.5 Delivery times quoted anywhere on our website are estimates provided by the Carrier and are not contractual commitments by us.

7. Delivery and Carrier Responsibility

7.1 PostRight is a printing and mailing platform. Our fulfilment obligation is complete once your letter has been correctly printed, enveloped and handed to the Carrier.

7.2 From the point of handover, all aspects of delivery are controlled by the Carrier and are outside our control. This includes, without limitation: routing and transit times; the number and timing of delivery attempts; collection of signatures; decisions to leave an item in a safe place or with a neighbour; the leaving of "Something for You" or similar cards; redelivery arrangements; collection windows at delivery offices; and the return of undelivered items.

7.3 We are not liable for delay, misdelivery, non-delivery, loss or damage occurring within the Carrier's network after dispatch.

7.4 Where the Recipient is not available at the time of a delivery attempt, the Carrier may leave a card and hold the item at a local delivery office. It is the Recipient's responsibility to arrange redelivery or to collect the item within the Carrier's stated holding period. Non-collection by the Recipient is not a failure of the Service.

7.5 Nothing in this section affects your statutory rights.

8. Tracking and Its Limitations

Please read this section carefully before choosing a postage service.

8.1 The level of tracking you receive depends entirely on the postage service you select and is determined by the Carrier, not by us.

8.2 2nd Class. No tracking of any kind is provided. There is no tracking number, no delivery scan and no proof of delivery.

8.3 Royal Mail Signed For. This service provides partial tracking only. A tracking reference is issued at the point of posting, but Royal Mail's own guidance is that an update will generally only be provided when they attempt to deliver the item. In practice this means:

• The tracking page may show no progress at all between posting and delivery.
• A delivery scan may never appear, even where the item has in fact been delivered.
• Where a card is left and the item is collected from a delivery office, this may not generate a visible tracking event.
• The absence of a tracking update is not evidence that an item has been lost.

8.4 Tracked 48, Tracked 24 and Special Delivery Guaranteed. These services provide full end to end tracking with delivery confirmation. If tracking visibility matters to you, you should select one of these services.

8.5 All tracking data is generated, held and published by the Carrier. We pass on tracking references exactly as we receive them. We do not create, control, correct or supplement tracking data.

8.6 We are not responsible for gaps, delays, inaccuracies or complete absence of tracking events, nor for outages or failures of the Carrier's tracking website or application programming interfaces. Where a Carrier system outage prevents us from retrieving a tracking reference, we will provide it as soon as the system is restored.

8.7 A missing, incomplete or stalled tracking record does not by itself constitute a failure of the Service and does not by itself entitle you to a refund.

9. Lost or Missing Items

9.1 The Carrier sets the timescales that must elapse before an item is formally treated as lost. We cannot treat an item as lost, or raise a claim, before those timescales have passed.

9.2 Where an item appears to be lost, we may raise an enquiry or compensation claim with the Carrier in our capacity as the posting customer. We will use reasonable efforts to do so promptly and to keep you informed of the outcome.

9.3 Any remedy available in respect of a lost or damaged item is limited to the compensation that the Carrier pays out under its published compensation levels for the postage service purchased. We do not offer compensation beyond the amount we actually recover from the Carrier, together with any refund due under our Refund Policy.

9.4 We expressly exclude liability for consequential loss arising from a lost, delayed or undelivered item, including but not limited to missed deadlines, legal or regulatory penalties, loss of a claim or appeal, legal costs, lost business, lost profit and lost opportunity. See clause 15.

10. Proof of Delivery and Legally Significant Correspondence

10.1 Many customers use PostRight for correspondence that is time sensitive or legally significant, including formal complaints, notices, appeals and pre action letters. You may do so, but you do so at your own risk and on the basis of this clause.

10.2 We do not warrant that any postage service will produce evidence of delivery that will be accepted by any court, tribunal, ombudsman, regulator or other body.

10.3 Where proof of posting or proof of delivery matters to you, it is your responsibility to select a postage service appropriate to that need. We strongly recommend a fully tracked service (Tracked 48, Tracked 24 or Special Delivery Guaranteed) for any correspondence where delivery may need to be evidenced. See clause 8.

10.4 It is your responsibility to allow sufficient time before any deadline. We are not liable where a deadline is missed, whatever the cause, including where the cause is a Carrier delay or a failure of the Carrier's tracking.

10.5 PostRight is not a law firm and does not provide legal advice. Nothing on our website, in our templates, or in any communication from us constitutes legal advice or a substitute for it.

11. Your Content and Its Use

11.1 PostRight operates as a letter printing and postal delivery platform only. We are not the author of any letter content you submit, whether created using a template, the Write Your Own feature, or the Custom Upload feature.

11.2 By submitting content you confirm and warrant that it does not contain profanity, threatening language, harassment, hate speech, blackmail, extortion, defamatory material, or any content that is unlawful under the laws of England and Wales.

11.3 You accept full legal responsibility for the content of any letter you submit and for the consequences of sending it.

11.4 We reserve the right to refuse, suspend or cancel any Order at our sole discretion where we reasonably believe the content may breach these Terms or applicable law. Where we do so before printing, we will refund the Order.

11.5 Submitting content that breaches these Terms is a material breach of this agreement and voids any entitlement to a refund.

11.6 We cooperate fully with law enforcement authorities and will disclose user information and Order details where required to do so by law.

11.7 You warrant that you own, or have all necessary rights and permissions to use, any text, images, logos or other material you upload. You agree to indemnify us against any claim brought by a third party alleging that your content infringes their rights.

11.8 You grant us and our fulfilment partner a limited licence to reproduce, print and post your content solely for the purpose of fulfilling your Order.

12. Pricing, Payment and VAT

12.1 Prices are displayed on the website and confirmed at checkout before you pay. The price you pay is the price shown at the point of purchase.

12.2 Payment is taken in pounds sterling by card via our payment processor, Stripe. We do not store your full card details.

12.3 We may change our prices at any time. Price changes do not affect Orders already placed and paid for.

12.4 Where VAT is applicable it will be shown at checkout. Where PostRight is not VAT registered, no VAT is charged and no VAT invoice can be issued.

12.5 You are responsible for ensuring you have selected the correct postage service before completing payment. We cannot upgrade or downgrade a postage service after an Order has entered the print queue.

13. Promotional and Discount Codes

13.1 Discount codes are single use per customer unless expressly stated otherwise.

13.2 Codes have no cash value, cannot be exchanged for cash, and cannot be applied retrospectively to an Order that has already been placed.

13.3 We may withdraw, suspend or amend any promotional code at any time without notice.

13.4 Codes may not be combined unless we expressly state that they can be.

14. Chargebacks

14.1 If you are dissatisfied with an Order, please contact us at info@postright.co.uk before raising a chargeback or payment dispute with your bank or card issuer. In most cases we can resolve the matter quickly and directly.

14.2 Raising a chargeback in respect of an Order that has been validly fulfilled in accordance with these Terms is a breach of this agreement.

14.3 We reserve the right to suspend an account pending resolution of a payment dispute, to submit evidence of fulfilment to the card issuer, and to recover from you any fees or costs we incur as a result of a chargeback raised in respect of a validly fulfilled Order.

15. Limitation of Liability

15.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

15.2 Subject to clause 15.1, our total liability to you in respect of any Order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total amount you paid for that Order.

15.3 Subject to clause 15.1, we are not liable for any indirect, special or consequential loss, or for any of the following, whether direct or indirect: loss of profit; loss of revenue; loss of business or business opportunity; loss of anticipated savings; loss of goodwill or reputation; loss or corruption of data; legal costs, fines, penalties or interest; loss arising from a missed statutory, contractual, court, tribunal or regulatory deadline; or loss arising from the outcome of any claim, appeal, dispute or proceedings to which a letter sent through the Service relates.

15.4 We are not liable for any loss arising from your own error, including an incorrect or incomplete delivery address, an incorrect recipient, an incorrect email address, or an error or omission in the content of your letter.

15.5 Nothing in this section affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015.

16. Indemnity

16.1 You agree to indemnify us and our fulfilment partner against all claims, losses, damages, costs and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Service, or the content of any letter you send through the Service.

17. Service Availability

17.1 We do not guarantee that the website or the Service will be available uninterrupted or error free.

17.2 We may suspend access to the website for maintenance, upgrades or repairs, with or without notice.

17.3 The Service depends on third party systems including our fulfilment partner, the Carrier and our payment processor. We are not liable for interruptions, failures or delays caused by those third party systems.

18. Third Party Fulfilment

18.1 We use a third party print and mail provider to produce and post letters. Your content is shared with that provider solely for the purpose of fulfilling your Order.

18.2 We may change our fulfilment partner at any time without notice, provided the Service continues to be delivered in accordance with these Terms.

19. Data Protection

19.1 We process personal data in accordance with our Privacy Policy and with UK data protection law. PostRight Ltd is registered with the Information Commissioner's Office.

19.2 Letter content, recipient details and Order records are retained for a limited period for the purposes of fulfilment, customer support, dispute resolution, Carrier claims and our legal and accounting obligations. Retention periods are set out in our Privacy Policy.

19.3 Letter content and recipient details are shared with our fulfilment partner for the purpose of printing and posting your letter.

19.4 You are responsible for ensuring that you have a lawful basis for providing us with any third party personal data contained in your Order, including the Recipient's name and address.

20. Force Majeure

20.1 We are not liable for any failure or delay in performing our obligations where that failure or delay results from events outside our reasonable control. This includes, without limitation: postal strikes and other industrial action; Carrier network failures or capacity restrictions; severe weather, flood or fire; power or telecommunications failures; failure of third party systems including our fulfilment partner, the Carrier or our payment processor; epidemic or pandemic; acts of government; and civil unrest or acts of terrorism.

21. Suspension and Termination

21.1 We may suspend or terminate your access to the Service, with or without notice, where we reasonably believe you have breached these Terms, where we are required to do so by law, or where continued provision of the Service would expose us to legal or reputational risk.

21.2 You may stop using the Service at any time. Termination does not affect Orders already submitted to print, which will continue to be fulfilled and are not refundable.

22. Complaints

22.1 If you are unhappy with any aspect of the Service, please contact us at info@postright.co.uk with your Order reference and a description of the issue.

22.2 We aim to acknowledge complaints within one working day and to provide a substantive response within five working days. Where a complaint requires an enquiry with the Carrier, resolution may take longer and we will keep you informed.

23. Intellectual Property in Our Materials

23.1 The website, its design, our letter templates, and all associated content are owned by or licensed to PostRight Ltd and are protected by copyright and other intellectual property rights.

23.2 You may use our templates to generate letters for your own use through the Service. You may not copy, reproduce, redistribute, resell or publish our templates or website content, or use them to build or operate a competing service.

23.3 You may not decompile or reverse engineer any software contained on the website, remove any proprietary notices, or mirror any part of the website on another server.

24. General

24.1 Severability. If any provision of these Terms is found to be unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in force.

24.2 Entire agreement. These Terms, together with our Refund Policy and Privacy Policy, constitute the entire agreement between you and us in relation to the Service.

24.3 No waiver. Our failure to enforce any provision of these Terms does not amount to a waiver of that provision or of our right to enforce it later.

24.4 Assignment. You may not transfer your rights or obligations under these Terms without our written consent. We may transfer ours, for example on a sale or restructuring of the business, provided your rights are not adversely affected.

24.5 Third party rights. A person who is not a party to these Terms has no right to enforce any of its provisions.

25. Changes to These Terms

25.1 We may revise these Terms at any time. The version in force is the version published on this page, and the "Last updated" date at the top shows when it last changed.

25.2 Your Order is governed by the Terms in force at the time you place it. Continued use of the Service after a change constitutes acceptance of the revised Terms.

26. Governing Law and Jurisdiction

26.1 These Terms are governed by and construed in accordance with the laws of England and Wales.

26.2 You and we irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.

27. Contact

For any questions about these Terms, please contact us at info@postright.co.uk.

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 Refund Policy and Privacy Policy.