Acceptable Use Policy

1. Scope
This Acceptable Use Policy applies to all use of Dear Future, including:

• Written Letters;
• Uploaded PDF files;
• Audio Messages;
• Automated or prerecorded Calls;
• Secure online listening pages;
• Customer and Recipient information;
• Delivery instructions;
• Website forms;
• Customer-support communications;
• Physical Dear Future locations and events;
• Business or organisational Orders; and
• Future products that refer to this Policy.

This Policy supplements:

• The Global Terms and Conditions;
• The Global Privacy Policy;
• The Recipient Privacy Notice;
• The Letter Service Terms;
• The Call Service Terms;
• The Cancellation and Withdrawal Policy;
• The Service Availability Policy; and
• Applicable regional supplements.

A breach of this Policy is a breach of the Global Terms and Conditions.

2. Purpose
Dear Future is intended for lawful, personal and meaningful communication delivered at a
future date.

This Policy is designed to:

• Protect Customers and Recipients;

• Prevent harassment and unwanted contact;

• Protect children and vulnerable persons;

• Prevent illegal or seriously harmful use;

• Protect privacy and confidentiality;

• Protect Dear Future and its Service Providers;

• Preserve the security and integrity of the service;

• Enable Dear Future to investigate credible complaints; and

• Comply with applicable law.

3. Customer responsibility
The Customer is responsible for:

• The Message they create;
• Files they provide;
• Delivery Details they enter;
• Statements made through the service;
• Obtaining necessary permissions;
• Respecting the Recipient’s wishes;
• Ensuring the Message is lawful;
• Ensuring the intended delivery is appropriate;
• Complying with this Policy; and
• Informing Dear Future if circumstances change before delivery.

Dear Future’s acceptance of an Order does not mean that Dear Future has legally approved
the Message.

4. Private expression
Dear Future recognises that personal Messages may contain:

• Strong emotions;
• Personal opinions;
• Difficult memories;
• Regret;
• Grief;
• Political or religious views;
• Relationship matters;
• Health experiences;
• Private confessions;
• Humour;
• Criticism;
• Anger; or
• Sensitive life experiences.

Content is not prohibited merely because it is uncomfortable, emotional, controversial or
critical.

Dear Future will seek to distinguish between lawful personal expression and content that:

• Is unlawful;
• Threatens serious harm;
• Violates another person’s rights;
• Circumvents a contact restriction;
• Constitutes harassment;
• Facilitates serious wrongdoing; or
• Creates an unacceptable risk through the selected delivery method.

5. No use contrary to law
The service must not be used to create, store or deliver content where the creation,
possession, storage, transmission or delivery is unlawful.

The Customer must comply with laws that apply to:

• The Customer;
• Dear Future;
• The Recipient;
• The origin and destination countries;
• The selected delivery method;
• The Message content;
• Telecommunications;
• Postal delivery;
• Privacy;
• Intellectual property;
• Child protection;
• Sanctions; and
• Other legally relevant matters.

A Message that is lawful in one country may be restricted in another.

Dear Future may refuse a destination or Message where applicable legal requirements
cannot reasonably be satisfied.

6. No harassment or stalking
The service must not be used to:

• Harass another person;

• Stalk another person;

• Intimidate another person;

• Repeatedly contact someone who does not want contact;

• Cause fear through persistent communication;

• Monitor or control another person;

• Pressure someone into resuming contact;

• Continue an abusive relationship;

• Punish someone for ending a relationship;

• Reveal that someone’s location or movements are being monitored;

• Send unwanted sexual or threatening content; or

• Facilitate coercive or controlling conduct.

A single future Message may still constitute harassment depending on its content, context,
Recipient and intended effect.

7. Contact restrictions
The service must not be used to circumvent:

• A block;
• A no-contact request;
• A request to stop communication;
• A restraining order;
• A protective order;
• A court order;
• A bail condition;
• An employment restriction;
• A school or institutional restriction;
• A platform or carrier block;
• A legal guardianship restriction; or
• Another restriction intended to prevent contact.

The Customer must not use Dear Future merely because direct contact is no longer possible
or permitted.

8. Recipient permission
Where a Message is intended for someone else, the Customer must comply with the
Recipient declarations required during checkout.

The Customer must not falsely state that:

• The Recipient was informed;
• The Recipient received the Recipient Privacy Notice;
• The Recipient agreed to use of their details;
• The Recipient agreed to receive a Call;
• No objection exists;
• No contact restriction applies; or
• The information is accurate.

Knowingly making a false Recipient declaration is a serious violation of this Policy.

9. Recipient objections
A Recipient may contact info@dearfuture.ink to:

• Object to delivery;
• Withdraw permission;
• Report harassment;
• Report a contact restriction;
• Report a wrong address or number;
• State that permission was never given;
• Request deletion;
• Report impersonation; or
• Raise another safety or privacy concern.

A credible Recipient complaint will normally pause the relevant Letter or Call while Dear
Future reviews the matter.

The Customer may not force Dear Future to proceed where delivery would violate:

• The Recipient’s rights;
• The Recipient’s valid objection;
• Applicable law;
• A contact restriction;
• This Policy; or
• A reasonable safety measure.

10. Threats and violence
The service must not be used for:

• Credible threats of violence;
• Threats to kill or injure;
• Threats against family members, animals or property;
• Instructions to commit violence;
• Celebration or encouragement of an imminent violent act;
• Target lists;
• Plans to attack a person or location;
• Violent coercion;
• Threats intended to obtain money, property, contact or compliance; or
• Material intended to cause a Recipient to fear imminent harm.

Dear Future may distinguish between:

• A fictional work;
• A historical account;
• A personal description of past experiences;
• A non-credible expression of frustration; and
• A credible threat involving a real person.

Context will be considered where reasonably available.

11. Serious and imminent risk

Dear Future must not be used as the only channel for information concerning:

• An imminent threat of violence;
• An immediate suicide risk;
• An urgent child-safety concern;
• A medical emergency;
• A planned serious offence;
• An active kidnapping or disappearance;
• An immediate danger to the public; or
• Any circumstance requiring urgent intervention.

Dear Future is a delayed-delivery service and does not provide emergency monitoring.

Where Dear Future becomes aware of a credible and imminent threat, it may, where legally
permitted and reasonably necessary:

• Pause the Message;
• Restrict access;
• Preserve relevant evidence;
• Attempt to identify the affected Order;
• Contact an appropriate authority or emergency service;
• Contact a person reasonably able to reduce the danger; or
• Take another proportionate protective measure.

Dear Future does not promise that every Message will be reviewed or that every risk will be
detected.

12. Self-harm and deeply personal content
A Message is not prohibited merely because it discusses:

• Depression;
• Self-harm;
• Suicide;
• Addiction;
• Trauma;
• Grief;
• Recovery;
• Mental-health treatment; or
• A difficult past experience.

However, the service must not be used to:

• Encourage another person to harm themselves;

• Pressure someone toward suicide;

• Provide targeted instructions intended to facilitate self-harm;

• Threaten self-harm as a method of coercion;

• Blame a Recipient for a planned suicide;

• Deliver an imminent suicide warning only through Dear Future; or

• Create a serious foreseeable danger through delayed delivery.

Dear Future may pause and review content where there is a credible concern of imminent
serious harm.

13. Child sexual abuse and exploitation
The service must never be used for:

• Child sexual abuse material;
• Sexual images or recordings involving a child;
• Sexualised depictions of children;
• Grooming;
• Sexual exploitation;
• Trafficking of children;
• Soliciting sexual content from a child;
• Arranging sexual contact with a child;
• Sexual threats involving a child;
• Instructions facilitating child sexual abuse; or
• Any attempt to preserve, disguise or transmit such material.

This prohibition applies to real, altered, synthetic, generated and apparently realistic material
where prohibited by law.

Dear Future may:

• Immediately restrict or terminate access;
• Preserve necessary evidence;
• Prevent delivery;
• Report the matter to competent authorities or recognised reporting bodies where
  required or permitted;
• Refuse deletion where temporary preservation is legally required; and
• Take measures to protect affected persons.

14. Sexual content involving adults
Consensual adult discussion is not automatically prohibited.

The service must not be used for:

• Non-consensual intimate images;

• Threats to publish intimate material;

• Sexual extortion;

• Voyeuristic recordings;

• Sexual recordings made unlawfully;

• Deepfake sexual content depicting a real person without lawful authority;

• Sexual harassment;

• Content encouraging sexual violence;

• Sexual exploitation;

• Trafficking;

• Content involving an unconscious or non-consenting person; or

• Material otherwise prohibited by law.

The Customer must consider whether physical postal delivery or telephone playback could
expose intimate content to someone other than the intended Recipient.

15. Abuse of minors and vulnerable persons
The service must not be used to:

• Abuse, exploit or manipulate a child;
• Circumvent a parent’s or guardian’s lawful protective decision;
• Encourage a child to conceal abuse;
• Ask a child to meet secretly for an unlawful or unsafe purpose;
• Financially exploit an elderly or vulnerable person;
• Manipulate a person with impaired capacity;
• Pressure a dependent person;
• Exploit bereavement, disability or illness; or
• Interfere unlawfully with guardianship or care arrangements.

Dear Future may require evidence of parental, guardian or other authority before
proceeding.

16. Terrorism and violent extremism
The service must not be used to:

• Recruit for a terrorist organisation;
• Provide operational instructions for a terrorist act;
• Coordinate terrorist activity;
• Fundraise for a prohibited organisation;
• Distribute material intended to incite a terrorist offence;
• Provide target information;
• Facilitate weapons acquisition for a terrorist purpose;
• Glorify a specific imminent terrorist act in a manner intended to encourage
  participation; or
• Evade legal restrictions on terrorist content.

This does not automatically prohibit:

• Journalism;

• Academic research;

• Historical discussion;

• Counter-speech;

• Documentary material;

• Personal accounts;

• Religious or political opinion; or

• Material opposing terrorism.

Purpose, context and applicable law will be considered.

17. Hate and unlawful discrimination
The service must not be used to:

• Make a credible threat against a protected group;
• Incite violence against people because of a protected characteristic;
• Organise unlawful discriminatory conduct;
• Target a person with dehumanising abuse intended to cause serious harm;
• Recruit for a violent hate group;
• Encourage the exclusion or persecution of a group where unlawful; or
• Deliver content constituting illegal hate speech under applicable law.

A personal political, religious or social opinion is not prohibited solely because another
person finds it offensive.

Dear Future may nevertheless refuse content where the intended delivery would constitute
harassment, threat or unlawful discrimination.

18. Criminal activity
The service must not be used to plan, coordinate or materially facilitate serious criminal
activity, including:

• Murder;
• Assault;
• Kidnapping;
• Human trafficking;
• Sexual exploitation;
• Robbery;
• Arson;
• Serious fraud;
• Extortion;
• Money laundering;
• Terrorism;
• Illegal weapons trafficking;
• Illegal drug trafficking;
• Evidence destruction;
• Witness intimidation; or
• Obstruction of justice.

A personal account of past conduct is not automatically prohibited.

However, Dear Future may take action where the Message:

• Continues an offence;
• Directs another person to commit an offence;
• Threatens a witness;
• Conceals proceeds or evidence;
• Creates a credible imminent danger; or
• Must be preserved or disclosed under applicable law.

19. Weapons and explosives
The service must not be used to:

• Arrange unlawful weapons sales;
• Traffic firearms or prohibited weapons;
• Provide operational instructions intended to construct an explosive for criminal use;
• Plan an attack;
• Identify targets;
• Evade weapons restrictions;
• Threaten use of a weapon; or
• Facilitate unlawful possession or deployment.

Lawful personal discussion of:

• Sport shooting;
• Hunting;
• Military history;
• Fiction;
• News;
• Collecting;
• Public policy; or
• Lawful ownership

is not automatically prohibited.

20. Controlled substances
The service must not be used to:

• Arrange unlawful drug sales;
• Coordinate trafficking;
• Collect or distribute payment for illegal drugs;
• Provide concealment or evasion instructions for trafficking;
• Recruit couriers;
• Threaten someone in connection with drug activity; or
• Facilitate illegal production intended for distribution.

Personal discussion of addiction, recovery, treatment or past conduct is not automatically
prohibited.

21. Fraud and deception
The service must not be used for:

• Fraud;
• Phishing;
• Advance-fee scams;
• Romance scams;
• Investment scams;
• Impersonation scams;
• Tax scams;
• False debt collection;
• Identity theft;
• Forged authority;
• Obtaining passwords or verification codes;
• Deceptive payment instructions;
• Fraudulent inheritance claims;
• Manipulating a vulnerable person into transferring assets; or
• Misleading a Recipient about a material fact for unlawful financial gain.

Dear Future may suspend an Order where unusual payment, identity or delivery
circumstances reasonably indicate fraud.

22. Impersonation
The Customer must not falsely claim to be:

• The Recipient;
• Another private person;
• A family member;
• A deceased person;
• A medical professional;
• A lawyer;
• A police officer;
• A court;
• A government authority;
• A financial institution;
• Dear Future;
• A business; or
• Another person or organisation

where the impersonation is deceptive, harmful or unlawful.

Satire, fiction, role-play and clearly disclosed creative content are not automatically
prohibited.

23. Synthetic and cloned voices
The service must not be used to create or deliver a synthetic, cloned or altered voice that:

• Impersonates a real person without lawful authority;
• Creates a false confession;
• Creates a false threat;
• Fraudulently requests money;
• Falsely suggests approval or endorsement;
• Deceives the Recipient about the speaker’s identity;
• Manipulates an election unlawfully;
• Harms a person’s reputation unlawfully; or
• Circumvents consent or recording laws.

Dear Future may require:

• Proof of the speaker’s permission;
• Disclosure that the voice is artificial;
• Identification of the tool used;
• Replacement with the Customer’s real voice; or
• Cancellation of the Order.

24. Unlawful recordings
The Customer must not provide audio that was recorded unlawfully.

This includes recordings made in violation of applicable:

• Consent laws;
• Confidentiality duties;
• Employment restrictions;
• Medical confidentiality;
• Legal privilege;
• Court restrictions;
• Surveillance laws; or
• Privacy rights.

Recording laws differ between jurisdictions.

Dear Future’s technical acceptance of an audio file is not confirmation that the recording was
lawfully made.

25. Privacy violations

The service must not be used to unlawfully disclose or exploit another person’s:

• Home address;
• Telephone number;
• Email address;
• Medical information;
• Financial information;
• Sexual information;
• Passwords;
• Access codes;
• Government identifiers;
• Private correspondence;
• Precise location;
• Identity documents;
• Confidential records; or
• Other personal information.

The Customer must not include more third-party information than reasonably necessary.

26. Doxxing and targeted exposure
The service must not be used to:

• Publish or threaten to publish private identifying information;
• Direct others to target a person;
• Reveal a protected address;
• Disclose a victim’s location;
• Expose a confidential witness;
• Identify a person in a protection programme;
• Reveal security-sensitive information; or
• Facilitate harassment through personal information.

This applies even where individual pieces of information may have been publicly available.

27. Sensitive personal information
Before confirming a Message, the Customer may be shown the following warning:

Your message may contain deeply personal information. Do not include medical,
financial, sexual, religious, political or other highly sensitive information about
another person unless you are legally permitted to do so.

The Customer must separately confirm:

I confirm that I am legally permitted to include the personal information
contained in this message. Where the message contains sensitive personal
information about me, I expressly consent to Dear Future processing that
information solely to store, protect and deliver the message. I understand that I

must not include sensitive personal information about another person unless I
am legally permitted to do so.

Dear Future may refuse or delete content where sensitive information appears to have been
obtained or included unlawfully.

28. Confidential and professional information
The Customer must not unlawfully include:

• Attorney-client privileged information;
• Medical records;
• Confidential business information;
• Trade secrets;
• Classified information;
• Court-sealed information;
• Protected witness information;
• Confidential employment records;
• Information protected by a non-disclosure obligation; or
• Material obtained through unauthorised access.

A person may include their own information where they are legally permitted to do so.

29. Credentials and access secrets
Customers should not use Dear Future to store or deliver:

• Passwords;
• Banking PINs;
• Authentication codes;
• Private encryption keys;
• Cryptocurrency seed phrases;
• Security answers;
• Access badges;
• Alarm codes;
• Recovery codes; or
• Instructions that could give access to a sensitive system or account.

Dear Future may prohibit or remove such information where its storage or delivery creates
an unreasonable security risk.

Dear Future is not a password manager, secret-management service or secure inheritance
vault for financial credentials.

30. Intellectual-property rights
The Customer must not use Dear Future to infringe:

• Copyright;
• Trademark rights;
• Design rights;
• Database rights;
• Trade-secret rights;
• Moral rights;
• Publicity rights;
• Performers’ rights; or
• Other intellectual-property rights.

The Customer must have the right to use:

• Text;
• Images;
• Photographs;
• Audio;
• Music;
• Recordings;
• Artwork;
• Logos; and
• Other protected material

included in the Message.

Limited quotation, personal use, criticism, parody or another lawful exception may be
permitted under applicable law.

31. Copyright complaints
A rights holder may report alleged infringement to:

info@dearfuture.ink

The report should identify:

• The protected work;
• The allegedly infringing material;
• The basis of the rights claim;
• The relevant Order where known;
• Contact information;
• A good-faith statement;
• The requested action; and
• Any legally required declaration.

Dear Future may request proof of identity or authority.

A report does not automatically entitle the complainant to receive the private Message.

32. Malware and harmful files
The service must not be used to:

• Upload malware;
• Distribute viruses;
• Deliver ransomware;
• Conceal executable code;
• Exploit software vulnerabilities;
• Interfere with Pingen, Bird, Vercel or another provider;
• Trigger unauthorised network activity;
• Steal credentials;
• Damage devices; or
• Test security without authorisation.

Dear Future may automatically scan files for technical threats.

A harmful file may be blocked or deleted without delivery.

33. Interference with the service
Users must not:

• Attempt unauthorised access;
• Circumvent authentication;
• Circumvent file-size or duration limits;
• Manipulate Order records;
• Alter delivery statuses;
• Access another Customer’s Message;
• Guess or enumerate access tokens;
• Scrape private pages;
• Overload the service;
• Abuse APIs;
• Interfere with deletion;
• Disable security controls;
• Reverse engineer restricted systems where unlawful;
• Manipulate Caller ID;
• Interfere with DTMF verification; or
• Abuse secure listening links.

Security research requires prior written authorisation from Dear Future.

34. Spam and mass messaging
The service must not be used for:

• Bulk unsolicited Messages;

• Repeated commercial delivery;

• Purchased contact lists;

• Automated campaign delivery;

• Lead generation;

• Spam Letters;

• Spam Calls;

• Chain messages;

• Referral schemes;

• Mass fundraising; or

• Coordinated unsolicited outreach.

Dear Future is designed for individual personal Messages, not campaign communications.

Separate organisational services may only be used under an additional written agreement.

35. Commercial content
Standard consumer Letters and Calls must not primarily contain:

• Advertisements;
• Sales offers;
• Discount promotions;
• Affiliate links;
• Product solicitations;
• Commercial lead-generation requests;
• Debt-collection demands; or
• Marketing campaigns.

A personal Message may mention:

• A business;
• A product;
• A personal project;
• Employment;
• A purchase; or
• A commercial memory

where the principal purpose remains personal and lawful.

36. Political content
Personal political opinions are not automatically prohibited.

The standard service must not be used for:

• Mass political campaigning;

• Automated voter persuasion;

• Unlawful election interference;

• Voter intimidation;

• False impersonation of an election authority;

• Fraudulent voting instructions;

• Coordinated political robocalls;

• Unlawful campaign fundraising;

• Suppression of lawful voting; or

• Political advertising through Recipient data.

Political or public-interest organisations require a separate written agreement and
country-specific review before using Dear Future operationally.

37. Legal notices and official communications
Dear Future must not be used as the sole or official method for:

• Court service;
• Termination notices;
• Statutory notices;
• Employment dismissal;
• Eviction notices;
• Contract cancellation;
• Regulatory filings;
• Tax notices;
• Debt enforcement;
• Legal demands;
• Consent revocation requiring immediate effect;
• Wills;
• Powers of attorney; or
• Other documents requiring formal service, witnessing, notarisation or proof of
  delivery.

Dear Future does not guarantee exact delivery, legal service or proof of receipt.

38. Medical and professional advice
The service must not be used as the only method for delivering:

• A diagnosis;
• Urgent test results;
• Medication instructions;
• Emergency medical information;
• A treatment change;
• Professional advice requiring current circumstances;
• A warning requiring immediate action; or
• Instructions on which a person’s safety depends.

Personal reflections about health and recovery are permitted, subject to privacy and safety
requirements.

39. Financial and inheritance instructions
Dear Future must not be relied upon as the sole method for:

• Transferring assets;
• Changing beneficiaries;
• Distributing an estate;
• Providing legally operative testamentary instructions;
• Authorising bank transactions;
• Transmitting passwords or seed phrases;
• Giving time-sensitive investment instructions; or
• Creating a binding financial obligation.

A Message may express personal wishes, but Dear Future is not a will, trust, notarial or
regulated inheritance service.

40. Sanctions and restricted parties
The service must not be used:

• By a prohibited person where service is unlawful;
• For the benefit of a sanctioned entity where prohibited;
• To evade sanctions;
• To disguise a restricted transaction;
• To send prohibited financial or commercial instructions; or
• To route delivery through a country in violation of applicable restrictions.

Dear Future may screen:

• Customer country;
• Destination country;
• Payment information;
• Delivery route;
• Recipient information; and
• Other necessary information

where reasonably required for sanctions compliance.

41. False or misleading Delivery Details
The Customer must not intentionally provide:

• A false Recipient name;

• A false address;

• A telephone number belonging to someone else;

• A deceptive email address;

• A false country;

• A false time zone;

• A misleading organisation name; or

• Delivery instructions intended to deceive a provider.

Dear Future may pause an Order where Delivery Details appear inconsistent or fraudulent.

42. Shared or institutional delivery
The Customer must carefully consider the privacy risks of sending a Message to:

• A workplace;
• A school;
• A hospital;
• A care facility;
• A prison;
• A hotel;
• A shared home;
• A shared mailbox;
• A business reception;
• A shared telephone;
• A family email account; or
• An institution that may screen communications.

Dear Future may refuse a delivery where the risk of access by an unintended person is
unreasonable.

43. Manipulation of the future delivery date
The Customer must not use a future Delivery Date to:

• Evade an existing legal restriction;
• Delay detection of a crime;
• Deliver a threat after the Customer expects to be unreachable;
• Conceal harassment;
• Coordinate future unlawful conduct;
• Avoid responsibility;
• Manipulate a vulnerable Recipient; or
• Arrange prohibited contact after a known event.

A future date does not make otherwise prohibited conduct acceptable.

44. Attempts to evade enforcement
The Customer must not attempt to evade this Policy by:

• Misspelling prohibited terms;
• Encoding illegal instructions;
• Hiding content inside images;
• Using an encrypted attachment not approved by Dear Future;
• Splitting prohibited content across Orders;
• Using multiple accounts;
• Changing Recipients;
• Using another person to place the Order;
• Manipulating audio;
• Disguising commercial content as a personal Message; or
• Submitting replacement content after a previous removal.

Evasion may result in account restriction or termination.

45. No general obligation to monitor
Dear Future does not routinely read or listen to private Messages.

Dear Future does not promise to:

• Review every Letter;
• Listen to every Call;
• Detect every unlawful statement;
• Identify every false declaration;
• Identify every threat;
• Verify every Recipient relationship; or
• Determine the legality of every Message.

Technical acceptance, storage or delivery does not constitute endorsement.

46. Automated technical checks
Dear Future may use automated tools to check:

• File type;
• File size;
• Page count;
• Audio duration;
• Malware;
• File corruption;
• Address format;
• Number format;
• Duplicate activity;
• Fraud indicators;
• Access abuse; and
• Other technical or security conditions.

Automated checks may fail to detect prohibited content.

Private Message content will not be used to train general-purpose AI models.

47. Human review
Authorised personnel may review limited content where reasonably necessary to:

• Investigate a complaint;
• Investigate suspected harassment;
• Investigate missing permission;
• Investigate an imminent threat;
• Investigate child exploitation;
• Investigate fraud;
• Resolve a technical problem;
• Comply with a valid legal request;
• Protect a person;
• Determine whether this Policy was violated; or
• Decide an appeal.

Review should be limited to the information necessary for the particular issue.

Access should be recorded where technically implemented.

48. Reporting a violation
Customers, Recipients and third parties may report suspected violations to:

info@dearfuture.ink

The report should, where available, include:

• The reporter’s name;
• Contact information;
• Relationship to the matter;
• Order number;
• Recipient information necessary to identify the Order;
• Description of the concern;
• Relevant evidence;
• Whether there is an urgent risk;
• Any applicable contact restriction; and
• The action requested.

A person does not need to know the complete Order number to make a report.

49. Emergency reports

A person reporting an immediate threat should contact the appropriate local emergency
service directly.

Dear Future’s email inbox is not continuously monitored as an emergency channel.

A report to Dear Future may supplement, but must not replace, urgent contact with
emergency services or another competent authority.

50. Good-faith reports
A person making a good-faith report will not be penalised merely because Dear Future
ultimately decides that no violation occurred.

A reporter must not:

• Knowingly make a false allegation;
• Submit falsified evidence;
• Impersonate the Recipient;
• Use the reporting process to harass the Customer;
• Attempt to obtain private Message content without entitlement; or
• Abuse the complaint process.

51. Initial action after a report
Depending on the nature and credibility of a report, Dear Future may:

• Record the report;
• Verify the reporter;
• Pause the Letter or Call;
• Suspend remaining Call attempts;
• Disable secure listening;
• Revoke access links;
• Prevent submission to Pingen or Bird;
• Preserve limited evidence;
• Ask the Customer for information;
• Ask the Recipient for information;
• Restrict an account;
• Seek legal advice; or
• Take no immediate action where the report lacks a reasonable basis.

A Recipient complaint will normally pause the relevant delivery.

52. Investigation
Dear Future may consider:

• The report;

• Customer declarations;

• Recipient statements;

• Available consent evidence;

• Delivery Details;

• Call logs;

• Pingen or Bird statuses;

• Account history;

• Payment information;

• Technical indicators;

• The limited Message content necessary to review the issue;

• Applicable law;

• Context; and

• Potential harm.

Dear Future is not a court and does not make a final legal determination merely by enforcing
this Policy.

53. Precautionary suspension
Dear Future may temporarily suspend delivery before completing an investigation where:

• The alleged harm could be serious;
• A Call is imminent;
• Letter production is approaching;
• A child may be at risk;
• A contact restriction may apply;
• Permission is disputed;
• The Message may be illegal;
• Evidence could be lost; or
• Continued access could create a security risk.

A precautionary suspension does not by itself mean that the Customer committed
misconduct.

54. Possible enforcement measures
Dear Future may take one or more of the following actions:

• Issue a warning;

• Request clarification;

• Request evidence;

• Require corrected Delivery Details;

• Require renewed Recipient confirmation;

• Restrict a feature;

• Pause delivery;

• Delay delivery;

• Cancel remaining Attempts;

• Cancel the Order;

• Remove or delete Content;

• Disable a listening link;

• Add a Recipient to a suppression list;

• Restrict an account;

• Terminate an account;

• Block a payment method where lawful;

• Prevent future Orders;

• Preserve evidence;

• Notify a Service Provider;

• Report the matter where required or permitted; or

• Take another proportionate measure.

55. Removal without advance notice
Dear Future may act without advance notice where advance notice could:

• Increase danger;
• Enable evidence destruction;
• Interfere with an investigation;
• Facilitate continued harassment;
• Violate a legal order;
• Reveal confidential enforcement activity;
• Endanger a child;
• Create a security risk; or
• Prevent compliance with a binding legal requirement.

Where appropriate and lawful, the Customer will be informed after action is taken.

56. Preservation and reporting
Dear Future may preserve limited relevant information where:

• Required by law;
• Required by a valid preservation request;
• Necessary to investigate a serious violation;
• Necessary to protect a person;
• Necessary for a legal claim;
• Required for payment or fraud disputes; or
• Necessary to demonstrate how a complaint was handled.

Dear Future may disclose information to an authority where:

• Legally required;

• Responding to valid legal process;

• Necessary to report material that must legally be reported;

• Necessary to address a credible and imminent threat; or

• Otherwise permitted under applicable law.

Dear Future will seek to disclose only what is reasonably necessary.

57. Refund consequences
Enforcement may affect Refund rights.

During the first fourteen days

Mandatory and contractual cancellation rights will be respected.

Dear Future may temporarily delay a Refund where reasonably necessary to investigate:

• Fraud;
• Account takeover;
• A false requester;
• Payment abuse; or
• A legal preservation requirement.

After fourteen days

No Refund is normally due where cancellation results from:

• A knowingly false Recipient declaration;
• Harassment;
• Missing permission;
• Prohibited content;
• Circumvention of a contact restriction;
• Fraud;
• Illegal conduct; or
• Another material Customer breach.

Mandatory consumer rights remain unaffected.

58. Repeat violations
Dear Future may impose stronger restrictions where a Customer:

• Repeatedly violates this Policy;
• Repeatedly submits prohibited content;
• Uses multiple accounts to evade restrictions;
• Repeatedly makes false Recipient declarations;
• Repeatedly targets people who object;
• Abuses payment disputes;
• Abuses the complaint process; or
• Creates a continuing safety risk.

Repeat violations may lead to permanent account termination.

59. Appeals
A Customer may ask Dear Future to review an enforcement decision by contacting:

info@dearfuture.ink

The request should include:

• Order number;
• Decision being challenged;
• Reason the Customer believes the decision was incorrect;
• Supporting evidence; and
• Any relevant context.

Where reasonably possible, the review should be conducted by someone who was not
solely responsible for the initial decision.

60. Appeal limitations
An appeal does not automatically reactivate:

• A Letter;
• A Call;
• A secure listening link;
• A cancelled Order;
• A suspended account; or
• A deleted file.

Delivery may remain paused while the appeal is reviewed.

Dear Future may decline repeated appeals that contain no materially new information.

61. Recipient confidentiality during review
Dear Future may limit information given to the Customer where disclosure would:

• Identify a confidential complainant unnecessarily;
• Expose a Recipient to retaliation;
• Reveal a protected address;
• Reveal private evidence;
• Breach a legal restriction;
• Compromise an investigation; or
• Violate another person’s rights.

Dear Future may tell the Customer that a valid objection exists without disclosing every
detail.

62. Customer confidentiality during review
Dear Future will not automatically disclose the complete Message to a person who reports it.

A Recipient or reporter may receive information sufficient to understand:

• That delivery has been paused;
• That a complaint is being reviewed;
• Whether further contact will occur;
• Whether their information was corrected or deleted; and
• How to exercise available rights.

Disclosure of the full Message will be assessed separately under applicable law.

63. Mistakes and restoration
Where Dear Future determines that an Order was restricted in error, Dear Future may:

• Restore the Order;
• Restore access;
• Reschedule delivery;
• Provide an additional Call Attempt;
• Provide a replacement Letter shipment;
• Extend a deadline;
• Provide credit;
• Provide a Refund; or
• Offer another appropriate remedy.

Dear Future cannot guarantee restoration of content that was lawfully and securely deleted
before the error was identified.

64. Service Provider rules
Customers must also comply with restrictions lawfully imposed by:

• Vercel;

• Stripe;

• Resend;

• Pingen;

• Bird;

• Google;

• Printing partners;

• Postal operators;

• Telecommunications carriers; and

• Other necessary providers.

Dear Future may block an Order that a provider cannot legally or technically process.

A provider restriction does not automatically allow Dear Future to retain payment without
offering the remedy required by the applicable Terms and law.

65. Business and organisational use
Businesses, schools, event organisers, charities, employers, wedding planners and other
organisations may require a separate agreement.

An organisation must not use the standard service to:

• Send bulk Messages;
• Contact employees without an appropriate basis;
• Conduct marketing;
• Conduct political outreach;
• Collect sensitive information without authority;
• Monitor employees;
• Send disciplinary notices;
• Circumvent institutional consent procedures; or
• Create a campaign involving multiple Recipients.

Dear Future may require a Data Processing Agreement and a documented recipient-consent
process.

66. Changes to this Policy
Dear Future may update this Policy to reflect:

• New products;
• New delivery methods;
• New legal requirements;
• Emerging forms of abuse;
• New Service Provider rules;
• Safety improvements;
• New security risks; or
• Operational changes.

The version accepted when an Order was placed will normally continue to govern that Order.

A later version may apply where:

• Required by law;

• Necessary to prevent serious harm;

• Necessary for security;

• It does not materially disadvantage the Customer; or

• The Customer agrees.

67. Contact
Questions, reports, objections and appeals may be sent to:

Dear Future BV/SRL
Belgium
Email: info@dearfuture.ink