Refunds & Credits

DearSomeone operates using credits rather than charging separately for every fulfillment action. Credits simplify payments while giving you the flexibility to manage future correspondence from a single balance.

This page explains how credits are purchased, used, restored, and refunded. It is part of the same commitment to transparency that runs through every DearSomeone policy.

You may purchase credits through DearSomeone using the supported payment methods shown at checkout. Purchased credits are added to your account only after successful payment confirmation.

Payment processing is handled securely by authorised payment providers on their own infrastructure. DearSomeone does not store complete payment card numbers.

Credits may be required before certain actions can proceed. These currently include:

• sending a letter;
• scheduling certain deliveries;
• accessing premium fulfillment services, if and when these are introduced.

The number of credits required for any action is shown clearly before you confirm. Once you confirm, the applicable credits are consumed from your balance.

Some letters require recipient consent before fulfillment can begin. While consent is pending:

• fulfillment pauses;
• no printing occurs;
• no delivery occurs.

If the recipient declines the letter:

• delivery does not proceed;
• the sender is informed only that delivery was not accepted — never why;
• the applicable credit is restored to the sender's account.

You may cancel eligible requests before fulfillment begins. Once a letter has entered printing or production, cancellation may no longer be possible.

Credits already consumed are generally not restored after production has started, unless a refund is required by applicable law or DearSomeone explicitly offers one in the circumstances.

Credits purchased through DearSomeone are generally non-refundable. When you buy credits, you are prepaying for future use of the service, and that balance can typically be used at any time.

However, refunds may be provided where required by applicable law, or where DearSomeone determines a refund is appropriate. Refund eligibility may also apply in situations such as:

• duplicate payments;
• payment processing errors;
• other exceptional circumstances reviewed in good faith.

If you believe your situation warrants a refund, please contact support and we will review it promptly.

If a payment fails for any reason, no credits are issued and fulfillment does not begin. You may retry the payment using a supported method.

A failed payment does not consume credits, and you are not charged for any letter that could not be sent because of it.

If delivery fails because incorrect or incomplete information was supplied, the letter may be returned to DearSomeone.

In such cases, consumed credits are generally not restored. Please take care to confirm the recipient's address and contact details before sending a physical letter.

Credits currently do not expire. Once added to your account, they remain available until you use them.

If this policy changes in the future, we will notify users in advance and update this page before any expiry rules take effect.

DearSomeone reserves the right to delay, suspend, or refuse transactions where fraud, abuse, or payment irregularities are suspected. This protects both our users and the integrity of the service.

If a transaction is flagged, we may request additional information before processing it. Accounts found to be engaged in fraudulent activity may be suspended or terminated.

Applicable taxes may be included where required by law. The total shown at checkout will reflect any such charges.

Invoices and payment confirmations will show the amount paid, credits received, and any applicable taxes.

Refund and credit practices may evolve as DearSomeone introduces additional services, bundles, or payment options.

Material changes will be communicated appropriately — through the website, your account, or email — and the "Last Updated" date at the top of this page will be revised.

If you have questions about credits, refunds, or a specific order, please write to us. A real person will reply.