Right of Withdrawal

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day the contract is concluded. The contract for the letter-sending service is formed at the moment you order the sending of a letter in the app and the payment via Stripe is successfully completed.

To exercise your right of withdrawal, you must inform us

by means of a clear statement (for example, a letter sent by post or an email) of your decision to withdraw from this contract. You may use the sample withdrawal form below for this purpose, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If you effectively withdraw from this contract, we will refund the amount paid for the withdrawn letter dispatch in full via our payment service provider Stripe. The refund is made to the payment method originally used (card or Apple Pay). You will not be charged any additional fees for the refund. The refund is made without undue delay and at the latest within fourteen days of the day on which we receive the notification of your withdrawal.

Depending on your issuing bank, it may take a few business days for the refunded amount to appear in your account or on your card statement.

Early expiry of the right of withdrawal

Your right of withdrawal expires early if we have fully performed the service and only began performing the service after you gave your express consent to do so and at the same time confirmed your awareness that you lose your right of withdrawal once the contract has been fully performed (pursuant to section 356 (4) of the German Civil Code, BGB). This consent is expressly requested during the app's payment process.

In concrete terms this means: as soon as your letter has been transmitted to our fulfillment partner Pingen AG for production and dispatch via Deutsche Post after payment is received, the service has been fully performed. From this point onward, withdrawal is no longer possible, because the printing and dispatch process can no longer be reversed. This also corresponds to the exception under section 356 (4) no. 1 BGB for goods made to customer specifications.

Refund in the event of failed dispatch

Independently of the right of withdrawal, we will refund the amount paid in full if, after payment is received, a letter cannot be printed or sent for reasons that are not within your area of responsibility. This includes, in particular, technical errors on our side as well as a rejection by Pingen AG before printing and dispatch. The refund is made automatically via Stripe to your original payment method. You will be informed by push notification.

No refund is made if a letter was properly transmitted to Pingen AG, printed, and sent, but delivery fails due to an incorrect, incomplete, or undeliverable recipient address that you provided. You are responsible for the accuracy and completeness of the recipient details. In this case, there is no claim to renewed delivery or a refund.