Terms of Service

1. Who we are

PostOwl is a trading name of Pixel Goblin Ltd, company number 17201045, registered in England and Wales. Our registered office is 66 Paul Street, London, United Kingdom, EC2A 4NA. Contact us at hello@postowl.org.

2. The service

You upload a PDF and provide a postal address. We arrange printing, folding, enclosing and hand-off to the postal service you select. The price, printing choices, postage service and estimated delivery time are shown before payment. Delivery dates are estimates, not guarantees. Ordinary post does not include end-to-end delivery tracking.

3. Your order and payment

Check the PDF, recipient address and service before paying. We print the PDF as supplied and do not proofread it, confirm the full property address, or verify its legal effect or any deadline. An automated check may confirm that a UK postcode exists, but it does not confirm the building, flat, recipient or deliverability of the full address. A contract is formed when we accept payment and accept the order for fulfilment. We send the contract information and order record to the email address you provide. Stripe processes card and wallet payments; PostOwl does not receive your full card number.

Unpaid checkouts. No contract is formed and nothing is posted until payment is accepted. If you start checkout but never pay, the PDF is deleted 72 hours after checkout starts, and the unfinished payment can no longer be completed; upload the letter again to send it. Unless you switch it off at checkout, we email you one reminder about an hour after checkout starts with a link to finish paying.

4. Starting immediately and cancellation

At checkout you expressly ask us to begin the printing and posting service immediately, during any statutory cancellation period, and acknowledge that the statutory right to cancel ends once the service has been fully performed. Before production starts, the private cancellation link in your confirmation email may let you cancel without charge. After production or postal hand-off has started, cancellation may no longer be possible. If a statutory cancellation right is exercised after work has begun but before full performance, the law may permit a proportionate charge for work already supplied. Nothing here limits rights that cannot lawfully be excluded.

5. Your content and responsibilities

You must have the right to send and reproduce the uploaded material. Do not use PostOwl for unlawful, threatening, fraudulent, infringing or abusive content, or to send material prohibited by the postal operator. You give us and our fulfilment providers the limited permission needed to process, print and post the PDF. You are responsible for the recipient details and for deciding whether the selected service is suitable for your purpose. PostOwl does not provide legal advice or guarantee that a letter meets a formal service, notice or evidential requirement.

6. Problems, refunds and delivery

If we cannot produce or dispatch the letter, we will tell you and refund the affected service where appropriate. If we print and dispatch the letter correctly to the address you supplied, but it is returned or cannot be delivered because that address is wrong or incomplete, or is otherwise undeliverable, we will not refund the printing or postage charge: you will lose that amount. Postal delays, loss, returns and delivery scans depend on the postal operator. A PostOwl dispatch record confirms what our fulfilment system recorded; it is not a Royal Mail Certificate of Posting or proof that the recipient received the letter. This address-related rule does not limit your statutory rights where PostOwl has not provided the service with reasonable care and skill or has failed to follow the address you supplied. Contact us promptly if the status appears wrong.

7. Liability

We do not exclude or limit liability where doing so would be unlawful, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was made, for business losses suffered by a consumer, or for consequences caused by an incorrect PDF, address or unsuitable postal service supplied or selected by you.

8. General

If one term is unenforceable, the others continue. We may update these terms for future orders; the version accepted at checkout is stored with your order. These terms are governed by the law of England and Wales, without taking away any mandatory rights you have under the law of the UK country where you live. You may bring proceedings in the courts available to you under applicable consumer law.

9. Prepaid letter packs

A letter pack is a code holding a set number of letter credits. Each credit covers one standard letter: the first black-and-white page posted 2nd class. Extra pages, colour, 1st class, tracked services and international postage are charged at the usual price less the value of the covered letter; if less than 30p would be left to pay, the credit covers it. Credits are valid for 12 months from purchase, cannot be exchanged for cash and are used on a first-come basis by anyone who enters the code, so keep it private. You may cancel a pack within 14 days of purchase for a full refund if no credits have been used; after that, or once credits are used, unused credits are not refunded except where the law requires. If we cancel or refund a letter paid for with a credit, the credit is returned to the pack.

10. PostOwl Business subscription

PostOwl Business is an optional monthly subscription. Sending a single letter never requires an account or a subscription. Each plan loads a fixed number of letters every paid billing month and has one postage type. The plans and monthly prices are: 2nd class, 5 letters for £9 or 12 for £19; 1st class, 5 for £14.90 or 12 for £34.90; Royal Mail Tracked 48, 5 for £26.50 or 12 for £62.50; Royal Mail Tracked 24, 5 for £32.50 or 12 for £77. The business page always shows the current prices.

What a letter covers.Each letter from your allowance covers a one-page black-and-white letter sent with your plan's postage or a cheaper one. Extra pages, colour and removing the flyer are charged at the usual price less the value of the covered letter. A letter sent with dearer postage than your plan's (including Special Delivery) is charged at the normal price and does not use your allowance. Letters beyond your allowance are charged at the normal price.

Renewal.Your subscription renews automatically every month on the date you first subscribed, and the plan price is taken from your saved payment method until you cancel. We will tell you by email at least 30 days before any price change, and you can cancel before it applies. If a renewal payment fails, the new month's letters are not loaded until the payment succeeds.

No rollover and no refunds for unused letters. Letters are available only in the billing month they were loaded for. Unused letters expire when that month ends and are not carried over, refunded, credited or exchanged for cash, and a monthly payment is not refunded because letters went unused. This does not affect your 14-day cancellation right below. If we cancel or refund a letter sent with your allowance, the letter goes back to the month it came from.

Changing or cancelling. Sign in at postowl.uk/accountand choose Manage subscription to switch plan, update your card or cancel. A cancellation takes effect at the end of the billing month you have already paid for; you keep that month's remaining letters until then and are not charged again. A switch to a plan with a higher monthly price applies immediately and you pay a proportionate charge for the rest of the billing month. On the same postage you get the same proportion of the extra letters for that month (rounded down). On dearer postage, the letters you have left that month move to the new postage, up to the new plan's number of letters, and no letters are added until the next month. Either way the full new allowance starts from the next month. A switch to a plan with a lower monthly price applies from the next month.

14-day cancellation right.You may cancel within 14 days of your first subscription payment. You ask us to make the allowance available straight away, so if you cancel in that period we refund the payment less a proportionate amount for the letters already sent from the allowance: the monthly plan price divided by the plan's letters for each letter sent (for example £1.80 a letter on 2nd class Business 5, £1.58 on 2nd class Business 12). To use this right, email hello@postowl.org within the 14 days and say you are cancelling. Cancelling in the account area only stops the next renewal; it does not by itself refund the current month, so email us as well.

Your account. We sign you in with a single-use link emailed to your subscription address, valid for 15 minutes. Keep access to that mailbox secure: anyone who can open the link can use your allowance.