Cancellation and Withdrawal Policy

1. Scope
This Cancellation and Withdrawal Policy applies to standard Orders for Dear Future products
and services, including:

• Physical Letters;
• Prerecorded Calls;
• Secure online listening offered in connection with a Call;
• Storage connected to those services; and
• Other future products that expressly refer to this Policy.

This Policy supplements:

• The Global Terms and Conditions;
• The Global Privacy Policy;
• The Letter Service Terms;
• The Call Service Terms;
• The Acceptable Use Policy;
• The Service Availability Policy; and
• Any applicable regional supplement.

If this Policy conflicts with mandatory consumer law, the mandatory law will prevail.

2. Purpose of this Policy
This Policy explains:

• When an Order can be cancelled;
• When a Customer receives a refund;
• How to submit a cancellation;
• What happens to the Message and Delivery Details;
• What happens when a Recipient objects;
• What happens after production or delivery has started;
• The difference between cancellation, legal withdrawal and privacy deletion; and
• Which records Dear Future may retain after cancellation.

3. Definitions

For this Policy:

Cancellation means a Customer’s request to stop future performance of an Order.

Cancellation Period means the fourteen-day period described in this Policy.

Customer means the person or organisation that purchased or manages the Order.

Delivery Details means the information needed to deliver the Message, such as the
Recipient’s address, telephone number, email address, country or time zone.

Message means the Letter, audio recording or other content stored for future delivery.

Order Acceptance means the moment at which Dear Future has accepted the Order and
successfully confirmed payment.

Recipient Objection means a request from the intended Recipient to stop, restrict or object
to the future delivery or use of their information.

Refund means repayment of an amount paid to Dear Future.

Statutory Withdrawal means a legally protected right to withdraw from a distance or other
qualifying contract under applicable consumer law.

4. Global fourteen-day cancellation policy
Dear Future gives Customers a fourteen-day Cancellation Period for standard Orders.

During that period, the Customer may:

• Cancel the Order without giving a reason;
• Receive a full Refund;
• Stop all future delivery;
• Request deletion of the Message;
• Request deletion of Delivery Details, subject to limited legal retention;
• Update permitted Delivery Details instead of cancelling; and
• Exercise any stronger rights available under applicable law.

No separate cancellation fee is charged.

This commercial policy is intended to apply globally to standard consumer Orders, even
where local law does not provide an equivalent fourteen-day right.

5. When the Cancellation Period begins
The Cancellation Period begins on the date of Order Acceptance.

Where payment and Order acceptance occur at different times, the period begins when both
have occurred.

The Order confirmation should clearly state:

• The date of Order Acceptance;
• The date on which the Cancellation Period begins;
• The final date on which the Customer can cancel for a full Refund;
• The Order number;
• The cancellation email address; and
• Any additional cancellation method required by applicable law.

6. Calculating the fourteen days
The Cancellation Period lasts for fourteen calendar days.

The day of Order Acceptance is not counted as the first full day. The period expires at the
end of the fourteenth calendar day following Order Acceptance, subject to any different
calculation required by mandatory law.

Where a deadline falls on a day on which applicable law requires an extension, that
extension will be respected.

A cancellation is timely when the Customer sends a valid cancellation statement before the
applicable deadline expires.

Dear Future is not required to have completed its internal review before the deadline. It is
sufficient that the Customer sent the request in time.

7. No reason is required
The Customer does not need to:

• Explain why they are cancelling;
• Prove dissatisfaction;
• Demonstrate a defect;
• Obtain the Recipient’s agreement;
• Speak to customer support by telephone; or
• Complete a customer-retention process.

Dear Future may voluntarily ask for feedback, but answering is optional and does not affect
cancellation.

8. Standard cancellation method
A Customer may cancel by sending an unequivocal cancellation request to:

info@dearfuture.ink

The message should clearly state that the Customer wishes to cancel the Order.

Suggested subject line:

Cancellation request – Order [ORDER NUMBER]

The Customer may use ordinary language. No particular legal terminology is required.

9. Information to include
To allow Dear Future to identify the correct Order, the Customer should provide:

• Order number;
• Customer name;
• Email address used for the Order; and
• A clear statement that the Customer wishes to cancel.

Where the Customer wants to cancel only one item within a multi-item Order, the Customer
should identify the relevant item.

Dear Future may ask for reasonable additional verification where:

• The request comes from a different email address;
• The Order contains private Content;
• Fraud is suspected;
• Multiple Orders have similar information;
• The requester is acting for someone else; or
• There is another reasonable identity concern.

Dear Future will not require more information than is reasonably necessary.

10. When an email cancellation takes effect
An email cancellation takes effect when it is sent, provided that:

• It clearly communicates the decision to cancel;
• It identifies or allows Dear Future to identify the Order; and
• It was sent before the relevant deadline.

A delayed customer-support response does not invalidate a cancellation that was sent in
time.

The Customer should retain:

• The sent email;
• The email timestamp;
• The Order confirmation; and
• Dear Future’s acknowledgement.

11. Other legally valid methods

Where mandatory law allows or requires another method, the Customer may also use:

• A statutory model withdrawal form;
• An online withdrawal function;
• A secure Order-management function;
• A written letter;
• Another unequivocal statement; or
• Any other legally recognised method.

Dear Future will not reject a valid statutory withdrawal solely because the Customer did not
use the preferred email format.

12. Mandatory online withdrawal function
Where applicable law requires an online withdrawal function for an Order concluded through
an online interface, Dear Future will recognise a valid withdrawal submitted through that
function.

The function should, where legally required:

• Be clearly visible;
• Be easy to locate;
• Remain available throughout the statutory withdrawal period;
• Allow the Customer to identify the relevant Order;
• Allow the Customer to submit a withdrawal statement;
• Include a confirmation step;
• Record the date and time; and
• Provide an acknowledgement on a durable medium.

This section does not reduce the Customer’s ability to cancel by email or another legally
valid method.

13. Acknowledgement of cancellation
Dear Future will acknowledge a cancellation electronically.

The acknowledgement may contain:

• Customer name;
• Order number;
• Date and time the request was received;
• Whether the request falls within the fourteen-day period;
• Whether delivery has been stopped;
• Expected Refund timing;
• Information about deletion; and
• Any necessary next steps.

An automated acknowledgement is sufficient to confirm receipt, but does not prevent Dear
Future from performing a later identity or Order review.

14. Cancellation status
A cancellation may be recorded internally as:

• Received;
• Verification required;
• Accepted within fourteen days;
• Accepted after fourteen days;
• Refund pending;
• Refunded;
• Delivery stopped;
• Deletion pending;
• Deleted;
• Partially irreversible;
• Disputed; or
• Rejected with reasons.

Dear Future will maintain enough information to demonstrate how the request was handled.

15. Full Refund during the fourteen-day period
A valid cancellation during the Cancellation Period normally results in a full Refund of all
amounts paid to Dear Future for the cancelled Order.

Dear Future will not normally deduct:

• Storage charges;
• Setup fees;
• Administrative fees;
• Payment-processing fees;
• Technical-conversion charges;
• Cancellation charges;
• Reserved-capacity charges; or
• Customer-support costs.

This is because Dear Future’s standard product design provides a minimum of one month
between Order Acceptance and the earliest Delivery Date and does not intentionally begin
irreversible Letter production or Call delivery during the first fourteen days.

16. Refund timing
Dear Future will issue the Refund without undue delay.

For statutory EU withdrawals, the Refund will normally be initiated no later than fourteen
days after Dear Future is informed of the withdrawal, unless a different lawful rule applies to
the particular transaction.

Dear Future may briefly delay issuing the Refund where reasonably necessary to:

• Verify the Customer’s identity;
• Identify the correct Order;
• Investigate a suspected fraudulent request;
• Resolve conflicting cancellation requests; or
• Confirm whether the payment was successfully received.

Verification may not be used merely to frustrate or delay a valid cancellation.

17. Refund method
The Refund will normally be issued through the original payment method.

Where that is not reasonably possible, Dear Future may:

• Ask the Customer to provide another lawful payment method;
• Issue a bank transfer;
• Use another method agreed with the Customer; or
• Follow the procedure required by the payment provider.

Dear Future will not require the Customer to accept:

• Store credit;
• A voucher;
• A replacement Order; or
• Another non-cash remedy

instead of a monetary Refund where the Customer is legally or contractually entitled to
money.

The Customer may voluntarily agree to another remedy.

18. Currency and external bank costs
Dear Future will refund the amount received for the Order in the currency of the original
transaction where reasonably possible.

Dear Future is not responsible for a difference caused solely by:

• Exchange-rate movements;

• The Customer’s bank;

• Card-provider conversion rates;

• Foreign-transaction fees;

• Intermediary-bank charges; or

• Another independent financial provider.

Dear Future will not itself impose an additional currency-conversion fee on a full Refund.

19. Taxes
A full Refund includes taxes collected by Dear Future for the cancelled service, except
where tax law requires a different treatment.

Dear Future may:

• Issue a credit note;
• Correct an invoice;
• Reverse relevant tax entries;
• Retain the original invoice for accounting purposes; and
• Preserve legally required tax records.

The retention of an invoice does not mean that the cancelled Message remains stored.

20. Discounts, coupons and promotional pricing
Where an entire discounted Order is cancelled within fourteen days, the amount actually
paid will be refunded.

The Customer is not entitled to receive the undiscounted value of the service.

Where only part of a multi-item Order is cancelled, the Refund may be recalculated based
on:

• The price allocated to the cancelled item;
• The conditions of the promotion;
• Whether the remaining Order still qualifies for the discount;
• Mandatory consumer law; and
• The information shown before purchase.

Dear Future will not apply a recalculation designed to impose a hidden cancellation penalty.

21. Multiple products in one Order
Where an Order contains more than one separately identifiable Letter or Call, the Customer
may request:

• Cancellation of the entire Order; or
• Cancellation of one or more identified items.

Partial cancellation is available where the products can reasonably be separated.

The Refund will correspond to the cancelled portion, subject to:

• Applicable discounts;
• Taxes;
• Non-separable bundled pricing;
• Work already performed where legally relevant; and
• Mandatory rights.

22. Message Content remains final after payment
Cancellation rights do not create a right to rewrite or replace the Message.

After payment, the Customer may not normally:

• Replace the Letter;
• Rewrite its contents;
• Replace an uploaded PDF;
• Rerecord the Call;
• Replace the audio file;
• Change the speaker;
• Add new pages or recordings; or
• Substitute a different Message.

During the fourteen-day period, the Customer may:

• Keep the original Order;
• Update permitted Delivery Details;
• Cancel and receive a full Refund; or
• Delete the Message.

A Customer who wants to create different Content must cancel and place a new Order.

23. Delivery Details during the fourteen-day period
The Customer may update permitted Delivery Details during the first fourteen days.

Depending on the product, this may include:

• Recipient postal address;
• Telephone number;
• Email address;
• Country;
• Time zone;
• Recipient name;
• Limited delivery instructions; and
• Other non-substantive delivery information.

Dear Future may require the Customer to repeat or reconfirm a Recipient declaration where:

• The intended Recipient changes;
• A different person’s details are entered;
• The delivery method changes;
• The new number or address belongs to someone else; or
• New consent is required.

Changing Delivery Details does not normally restart the Cancellation Period.

24. No intentional Letter production during the
Cancellation Period
During the standard fourteen-day Cancellation Period, Dear Future will not intentionally:

• Submit the Letter to Pingen for printing;
• Authorise physical production;
• Place the Letter into a postal network;
• Pay irreversible postage specifically for that Letter; or
• Make a postal delivery attempt.

Dear Future may still perform reversible internal activities, such as:

• Secure storage;
• Encryption;
• File validation;
• Malware scanning;
• Address-format checks;
• Payment administration;
• Order confirmation;
• Compliance logging; and
• Customer support.

Those activities do not reduce the full Refund promised by this Policy.

25. No intentional Call attempt during the Cancellation
Period
During the standard fourteen-day Cancellation Period, Dear Future will not intentionally:

• Initiate a Call through Bird;
• Submit a live Call attempt;
• Play the personal recording;
• Send a failed-Call rescheduling email; or
• Make the Message available to the Recipient.

Dear Future may still perform reversible internal activities, such as:

• Secure storage;

• Encryption;

• Audio validation;

• Technical conversion;

• Malware scanning;

• Number-format checks;

• Email-format checks;

• Payment administration;

• Compliance logging; and

• Customer support.

Those activities do not reduce the full Refund promised by this Policy.

26. Minimum Delivery Date
The earliest available Delivery Date is normally at least one calendar month after Order
Acceptance.

The one-month minimum:

• Protects the fourteen-day Cancellation Period;
• Reduces the risk of production beginning too soon;
• Allows time for Delivery Detail corrections;
• Allows time for provider preparation; and
• Avoids the need for standard Customers to request immediate full performance
  during the withdrawal period.

Dear Future may refuse an Order requesting delivery earlier than the permitted minimum.

27. No automatic loss of the fourteen-day policy
The Customer does not lose Dear Future’s commercial fourteen-day cancellation policy
merely because:

• Secure storage begins;
• Encryption begins;
• Payment is processed;
• The Order is entered into Dear Future’s system;
• Technical validation occurs; or
• A confirmation email is sent.

Where mandatory law allows a statutory withdrawal right to be lost following express consent
to immediate full performance or supply of certain digital content, Dear Future’s broader
commercial policy will continue to apply unless the Customer was clearly informed otherwise
before purchase and applicable law permits it.

28. Cancellation after fourteen days

After the fourteen-day Cancellation Period has expired, the Customer may still cancel the
future service.

A later cancellation can:

• Stop future Letter delivery;
• Stop remaining Call attempts;
• Revoke secure online access;
• Cancel future provider instructions;
• Delete the Message;
• Delete Delivery Details, subject to legal exceptions; and
• Close the active Order.

Dear Future does not charge an additional cancellation fee for this request.

29. No normal Refund after fourteen days
Unless this Policy, the applicable Terms or mandatory law provides otherwise, no Refund is
normally issued when a Customer cancels after the fourteen-day period.

The payment may cover more than the final delivery act. It may include:

• Long-term secure storage;
• Reserved technical capacity;
• Encryption and backup;
• Service administration;
• Future-delivery obligations;
• Compliance records;
• Provider preparation;
• Ongoing system availability; and
• Business-continuity obligations.

A later cancellation prevents future delivery but does not undo the storage capacity,
administration and contractual obligations already provided or reserved.

30. Exceptions to the no-Refund rule
A full or partial Refund, repeat performance, alternative service or other remedy may still
apply after fourteen days where:

• Dear Future cannot provide the purchased service;

• Dear Future cancels for reasons not caused by the Customer;

• The service is materially defective;

• Dear Future materially breaches the agreement;

• Dear Future loses or corrupts the Message through its own fault;

• The selected destination becomes unavailable;

• No reasonable alternative is offered;

• Dear Future makes a material delivery error;

• Dear Future incorrectly charges the Customer;

• Mandatory consumer law requires a remedy;

• The applicable regional supplement provides a stronger right; or

• Dear Future agrees to an exception.

Dear Future will consider the cause, work performed and the remedy required by applicable
law.

31. Cancellation before the Letter Production Cut-off
After fourteen days but before the Letter Production Cut-off, Dear Future will normally:

• Stop future printing and dispatch;
• Cancel pending Pingen instructions;
• Delete active production copies where possible;
• Delete the Message and Delivery Details under the retention rules; and
• Retain only necessary accounting, compliance and legal records.

No Refund is normally issued merely because the Letter had not yet been printed.

32. Cancellation after the Letter Production Cut-off
The standard Letter Production Cut-off is normally fourteen calendar days before the
Delivery Date.

When a cancellation is received after that cut-off, Dear Future will make reasonable efforts to
stop the Letter.

Dear Future cannot guarantee that the request will prevent:

• Transfer to Pingen;
• Printing;
• Enveloping;
• Dispatch;
• Postal entry;
• Physical delivery; or
• Arrival at the Recipient’s address.

Once a physical Letter has entered production or the postal network, it may be technically or
legally impossible to retrieve it.

The cancellation will still stop any further replacement shipment unless one is required by
law or separately requested.

33. Cancellation after Letter dispatch
A Letter that has already been dispatched normally cannot be cancelled in transit.

Dear Future may:

• Record the Customer’s request;
• Stop any replacement shipment;
• Ask Pingen for available information;
• Notify the Customer that retrieval is unavailable;
• Delete remaining digital copies according to the retention rules; and
• Act on a Recipient objection where operationally possible.

Deletion of digital Content cannot recall a physical Letter already printed or dispatched.

34. Cancellation of a Call before an Attempt
Where a later cancellation is received before the next Call Attempt is submitted to Bird, Dear
Future will normally:

• Stop the scheduled Attempt;
• Stop remaining Attempts;
• Revoke the rescheduling option;
• Revoke secure listening access;
• Cancel unsent service emails;
• Delete temporary playback copies; and
• Schedule the original audio and Delivery Details for deletion.

No Refund is normally issued after fourteen days unless an exception applies.

35. Cancellation while a Call is being processed
Dear Future cannot guarantee cancellation of:

• A Call already submitted to Bird;
• A telephone already ringing;
• A connected Call;
• Audio already playing;
• A rescheduling email already submitted to Resend; or
• A secure link already opened by the Recipient.

Dear Future will act as quickly as reasonably possible to stop:

• Later Attempts;
• Future emails;
• Future access;
• Rescheduling; and
• Further processing under its control.

36. Call rescheduling does not restart the cancellation
period
A Recipient’s or Customer’s decision to reschedule a Call does not normally:

• Create a new Order;
• Restart the fourteen-day Cancellation Period;
• Create a new Refund entitlement; or
• Increase the maximum number of Attempts.

A material paid upgrade or separately purchased new service may create a new cancellation
period for that additional purchase where applicable.

37. Address changes do not restart the cancellation
period
Updating a Letter address does not normally restart the Cancellation Period.

The same applies to changes to:

• Recipient email;
• Telephone number;
• Time zone;
• Delivery instructions;
• Supported destination; or
• Customer contact details.

Where the update materially changes the product or creates a new paid Order, a separate
cancellation period may apply to the new transaction.

38. Replacement delivery does not restart the period
A free replacement Letter, repeated Call Attempt or remedial delivery does not normally
create a new fourteen-day cancellation period for the original Order.

A new period may apply where the Customer purchases a separate new Order.

39. Deletion following cancellation
Following cancellation, Dear Future will schedule active copies of the following for deletion
where no lawful reason for continued retention exists:

• Letter Content;

• Audio Content;

• Production copies;

• Temporary playback files;

• Recipient postal address;

• Recipient telephone number;

• Recipient email address;

• Delivery instructions;

• Secure access tokens; and

• Other active delivery information.

Deletion will be carried out according to Dear Future’s technical deletion procedures.

40. Information that may still be retained
Dear Future may retain limited information after cancellation where necessary for:

• Payment and Refund administration;
• Tax and accounting;
• Fraud prevention;
• Chargeback management;
• Proof of cancellation;
• Proof of the Customer’s declarations;
• Recipient objections;
• No-contact records;
• Security investigations;
• Legal claims;
• Regulatory obligations; or
• Enforcement of the Terms.

The retained information will be limited to what is reasonably necessary for the relevant
purpose.

41. Backups
Deleted information may remain temporarily in secured backups.

Backup copies will normally be overwritten or deleted within ninety days after deletion from
active systems, unless:

• A shorter period is technically applied;
• A longer period is legally required;
• A security incident requires preservation; or
• A legal hold applies.

Backup copies are not used for ordinary delivery after cancellation.

If a backup is restored, previously deleted information must be identified and deleted again
through the normal deletion process.

42. Cancellation is not the same as privacy deletion

Cancellation and privacy deletion are separate actions.

Cancellation:

• Stops the future service;
• May create a Refund right;
• Ends the contractual delivery obligation; and
• Triggers deletion under this Policy.

A privacy deletion request:

• Concerns personal information;
• May be made by a Customer or Recipient;
• Does not automatically create a Refund;
• May be limited by legal exceptions; and
• Can exist even when no contractual cancellation right remains.

Dear Future will treat a request according to its substance rather than requiring the requester
to use a particular legal label.

43. Cancellation is not the same as Recipient objection
The Customer cancels the Order under the contract.

The Recipient may independently object to:

• Use of their contact details;
• Receiving a Letter;
• Receiving a Call;
• Receiving additional Attempts;
• Receiving rescheduling emails; or
• Continued storage connected to delivery.

A Recipient objection can stop delivery even where the Customer does not want to cancel.

44. Recipient objection during the first fourteen days
Where a Recipient validly objects during the first fourteen days:

• The relevant delivery is paused;
• Dear Future may cancel the Order;
• The Customer may receive the Refund that would otherwise apply during the
  Cancellation Period;
• Delivery Details will be deleted or restricted;
• A no-contact record may be retained; and
• Dear Future may investigate the Customer’s declaration.

Dear Future may delay the Refund briefly where fraud or deliberate misuse must reasonably
be investigated.

45. Recipient objection after fourteen days
Where a Recipient validly objects after the fourteen-day period:

• Delivery will normally be paused or stopped;
• Remaining Attempts will be cancelled;
• The Recipient’s contact details may be removed;
• A suppression record may be created;
• The Message may be deleted where delivery is no longer lawful or possible; and
• The Customer will normally not receive a Refund.

The absence of a Refund does not permit the Customer to force Dear Future to proceed
against the Recipient’s wishes or applicable law.

46. Withdrawal of Call permission
Where the Recipient withdraws permission for a Call:

• No future Call Attempts should be made;
• The number may be added to a suppression list;
• Rescheduling should be disabled;
• Online listening may be withdrawn;
• The Customer may be asked for information;
• The Call Order may be cancelled; and
• The audio may be deleted under the retention rules.

Withdrawal of Call permission after fourteen days does not normally create a Customer
Refund.

47. No-contact and legal restrictions
Dear Future may cancel without completing delivery where it learns of:

• A no-contact request;
• A block;
• A restraining order;
• A protective order;
• A court order;
• A harassment complaint;
• A safety concern;
• Missing Recipient permission;
• A wrong Recipient; or
• Another legal restriction.

Dear Future may retain limited evidence necessary to prevent renewed contact and defend
legal rights.

No Refund is normally due after fourteen days where cancellation results from:

• A false Customer declaration;
• Missing permission;
• Prohibited use;
• Harassment;
• An attempted circumvention of a restriction; or
• Another Customer breach.

Mandatory rights remain unaffected.

48. Account closure
Closing a Customer account does not automatically cancel every Order unless the
account-closure process clearly states that it does.

Before closing an account, the Customer should identify whether they want to:

• Keep future Orders active;
• Cancel selected Orders;
• Cancel all Orders;
• Export available Content; or
• Delete eligible personal information.

Dear Future may require confirmation because account closure can permanently stop future
deliveries.

49. Customer death or incapacity
A Customer’s death or incapacity does not automatically cancel an existing Order.

An executor, administrator, guardian, attorney or other legally authorised representative may
request:

• Continued performance;
• Cancellation;
• Earlier delivery;
• Export;
• Correction of Delivery Details; or
• Deletion.

Dear Future may require evidence of:

• Identity;

• Death or incapacity;

• Legal authority; and

• The scope of the representative’s power.

Refund rights will depend on:

• The timing of the request;
• Applicable law;
• Work performed;
• The original Customer’s instructions; and
• The available service options.

50. Destination becomes unavailable
A Letter or Call destination may become unavailable after purchase because of:

• Pingen or Bird coverage changes;
• Postal suspension;
• Carrier restrictions;
• War;
• Sanctions;
• Regulatory changes;
• Caller ID requirements;
• Network failure;
• Safety concerns; or
• Another external event.

Dear Future may offer:

• A new date;
• A different supported destination;
• Another telephone number;
• Earlier delivery;
• Secure online delivery;
• Export;
• A replacement provider;
• Cancellation; or
• An appropriate Refund.

Where Dear Future cannot provide a reasonable equivalent and the Customer does not
accept an alternative, an appropriate full or partial Refund may be due.

51. Dear Future cancels an Order
Dear Future may cancel an Order because of:

• Unsupported destination;

• Payment failure;

• Fraud;

• Prohibited Content;

• Missing permission;

• Recipient objection;

• Legal restriction;

• Security risk;

• Provider unavailability;

• Service closure; or

• Another reason permitted by the Terms.

Where Dear Future cancels for reasons not caused by the Customer, Dear Future will
normally provide:

• A full Refund;
• A proportionate Refund;
• An equivalent service;
• Secure export;
• Earlier delivery; or
• Another legally appropriate remedy.

Where cancellation results from deliberate Customer fraud, harassment or another serious
breach, no Refund may be due to the extent permitted by law.

52. Defective or non-conforming service
This Policy does not replace rights relating to a defective or non-conforming service.

A Customer may have separate rights where:

• The wrong Letter was printed;
• The wrong audio was played because of Dear Future’s error;
• Dear Future used different Delivery Details from those properly confirmed;
• The Message was lost or corrupted through Dear Future’s fault;
• The promised number of Attempts was not made;
• The service materially differs from its description; or
• Another contractual defect exists.

Possible remedies include:

• Correction;
• Repeat performance;
• Replacement;
• Price reduction;
• Partial Refund;
• Full Refund; or
• Termination.

The appropriate remedy depends on the circumstances and applicable law.

53. Emotional expectations are not a cancellation
ground
Dear Future cannot guarantee the emotional response to a Message.

After the fourteen-day period, a Refund is not normally due merely because:

• The Customer regrets what they wrote or recorded;
• The Recipient reacts negatively;
• The Customer’s relationship changes;
• The Customer no longer finds the Message meaningful;
• The Message feels outdated;
• The Recipient does not open or listen to it; or
• The expected emotional moment does not occur.

The Customer may still cancel delivery and request deletion.

54. Force majeure
An event outside Dear Future’s reasonable control may delay or prevent performance.

This may include:

• War;
• Sanctions;
• Postal strikes;
• Telecommunications outages;
• Natural disasters;
• Severe weather;
• Government restrictions;
• Widespread internet failure;
• Major cyberattacks;
• Fire;
• Flood;
• Civil unrest; or
• Critical infrastructure failure.

Dear Future will take reasonable steps to:

• Preserve the Message;
• Postpone delivery;
• Replace a provider;
• Offer an alternative;
• Offer export;
• Offer earlier delivery; or
• Cancel and provide an appropriate remedy.

A full Refund is not automatic in every force-majeure situation, but mandatory rights and
fairness requirements remain applicable.

55. Business sale or transfer
A sale, merger or transfer of Dear Future does not automatically cancel existing Orders.

Dear Future may transfer Orders to a suitable successor where the transfer is intended to
continue performance and appropriate privacy and security protections are imposed.

Where the successor cannot or will not provide the core service, the Customer may be
offered:

• Earlier delivery;
• Secure export;
• Another delivery method;
• Cancellation;
• A proportionate Refund; or
• A full Refund where appropriate.

56. Business closure
If Dear Future plans to close or discontinue a service, it will seek, where reasonably
possible, to:

1. Complete existing Orders;
2. Transfer Orders to a suitable successor;
3. Appoint another provider;
4. Offer earlier delivery;
5. Offer secure online delivery;
6. Offer secure export;
7. Offer cancellation; and
8. Provide an appropriate full or partial Refund where continued performance is not
   possible.

The amount of any Refund may consider:

• The original price;
• Time already stored;
• Services already performed;
• Costs already incurred;
• Available alternatives;
• The cause of closure; and
• Mandatory consumer rights.

Private Message Content and Recipient information will not be sold as a standalone
marketing, data-broker or general AI-training asset.

57. Chargebacks
A payment chargeback is not the preferred method of cancellation.

Customers should first contact:

info@dearfuture.ink

A chargeback may cause:

• The Order to be suspended;
• Future delivery to be stopped;
• The payment to be investigated;
• Relevant records to be preserved; and
• The account to be restricted.

A chargeback does not require Dear Future to delete records needed to respond to the
payment dispute.

Dear Future will not penalise a Customer merely for using a lawful payment-dispute right in
good faith.

58. Duplicate or incorrect payment
Where the Customer was charged more than once or charged an incorrect amount, Dear
Future will investigate and refund any amount not properly due.

A correction of an incorrect payment is not subject to the ordinary fourteen-day no-Refund
limitation.

The Customer should provide:

• Order number;
• Payment date;
• Amount;
• Relevant payment reference; and
• Evidence of the duplicate or incorrect charge.

59. Fraudulent cancellation requests
Dear Future may investigate a cancellation request where there is a reasonable indication
of:

• Account takeover;

• Impersonation;

• An unauthorised requester;

• Manipulated payment evidence;

• Repeated Refund abuse;

• Contradictory instructions; or

• Another fraudulent act.

During the investigation, Dear Future may temporarily pause:

• The Refund;
• Delivery;
• Deletion; and
• Access.

The investigation must be proportionate and must not be used to frustrate a legitimate
consumer right.

60. Prohibited-use cancellations
Dear Future may cancel a Message that violates:

• The Global Terms;
• The Acceptable Use Policy;
• The Letter Service Terms;
• The Call Service Terms;
• Recipient rights;
• Applicable law; or
• A safety requirement.

During the fourteen-day statutory or commercial period, mandatory Refund rights will be
respected.

After that period, no Refund is normally due where the Customer intentionally or negligently
caused the cancellation through prohibited use.

61. Business Customers
Unless a separate business agreement states otherwise, Dear Future may apply the
fourteen-day commercial cancellation policy to standard Orders placed by organisations.

However:

• Statutory consumer withdrawal rights generally apply only to qualifying consumers;
• Business Orders may be subject to separately negotiated terms;
• Volume Orders may involve non-refundable reserved capacity;
• Event or custom Orders may have different cut-offs; and
• A Data Processing Agreement does not itself create a cancellation right.

Any different business cancellation rules must be clearly disclosed before the Order is
placed.

62. Local consumer rights
Customers may have additional rights under the law of:

• Their country of residence;
• Dear Future’s country of establishment;
• The country in which the transaction is directed;
• The Recipient’s country; or
• Another legally relevant jurisdiction.

This Policy does not remove:

• Mandatory withdrawal periods;
• Extended withdrawal rights;
• Cooling-off rights;
• Refund rights;
• Digital service remedies;
• Legal guarantees;
• Unfair-terms protections;
• Chargeback rights; or
• Other non-excludable consumer protections.

Where local law is more favourable to the Customer, that law will prevail.

63. Failure to provide legally required withdrawal
information
Where applicable law extends a withdrawal period because Dear Future failed to provide
mandatory information correctly, Dear Future will respect that extended period.

Nothing in this Policy limits such an extension.

For EU distance contracts, failure to provide the required withdrawal information can extend
the period beyond the initial fourteen days.

64. Burden and evidence
Dear Future will record:

• Order Acceptance;

• Legal-document versions;

• Cancellation deadline shown;

• Cancellation request;

• Date and time received;

• Request method;

• Identity verification;

• Delivery status;

• Pingen or Bird status where relevant;

• Refund decision;

• Refund amount;

• Refund reference;

• Deletion status; and

• Confirmation sent to the Customer.

The Customer should retain evidence that the cancellation statement was sent in time.

Dear Future will not impose an unreasonable evidential burden where its own systems
confirm the request.

65. Complaints and disputed Refunds
A Customer who disagrees with a cancellation or Refund decision may contact:

info@dearfuture.ink

The Customer should provide:

• Order number;
• Date of cancellation;
• Copy of the cancellation request;
• Payment information;
• Explanation of the disagreement; and
• Requested resolution.

Dear Future will review the matter in good faith.

The Customer may also use a court, regulator, consumer-protection authority,
payment-dispute process, alternative dispute-resolution service or other mechanism
available under applicable law.

66. Changes to this Policy
Dear Future may update this Policy for future Orders.

The version in effect when the Order was accepted will normally continue to govern that
Order.

A later version may apply where:

• Required by law;
• More favourable to the Customer;
• Necessary to provide a new legally required cancellation method;
• Necessary to clarify an ambiguity without reducing Customer rights; or
• The Customer agrees.

Dear Future will record the Policy version applying to each Order.

67. Contact
Cancellation, withdrawal, deletion and Refund requests may be sent to:

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