Letter Service Terms

1. Scope
These Letter Service Terms apply to every Order involving the future printing and postal
delivery of a physical Letter.

They supplement:

• The Global Terms and Conditions;
• The Global Privacy Policy;
• The Recipient Privacy Notice;
• The Cancellation and Withdrawal Policy;
• The Acceptable Use Policy;
• The Service Availability Policy; and
• Any applicable regional supplement.

By purchasing a Letter, the Customer agrees to these Letter Service Terms.

If these Letter Service Terms conflict with the Global Terms and Conditions concerning a
matter specific to Letters, these Letter Service Terms will prevail.

Mandatory applicable law will always prevail where it cannot lawfully be varied by contract.

2. Letter service
The Letter service allows a Customer to:

1. Write a Letter through Dear Future or provide a supported PDF;
2. Select a Recipient and postal address;
3. Select a future Delivery Date;
4. Store the Letter until production;
5. Arrange printing through a printing provider;
6. Arrange postal dispatch through Pingen and its postal partners; and
7. Request one replacement shipment in the limited circumstances described below.

The Customer purchases a future printing and dispatch service. Dear Future does not
guarantee that the intended Recipient will personally receive, open or read the Letter.

3. Definitions
For these Letter Service Terms:

Address Details means the Recipient’s name, street address, house or unit number,
postcode, city, region, country and other information necessary for postal delivery.

Dispatch Date means the date on which the Letter is handed to or accepted by Pingen or a
postal provider for production or delivery.

Letter File means the final PDF used to produce the Letter.

Postal Provider means Pingen, a printing partner, DHL, a national postal operator or
another provider involved in producing or transporting the Letter.

Production Cut-off means the date after which Dear Future may begin final preparation,
transfer, printing or dispatch and can no longer guarantee that changes or cancellation will
stop physical production.

Replacement Shipment means the single additional printing and dispatch attempt that may
be made after an unsuccessful original shipment.

Other capitalised terms have the meanings given in the Global Terms and Conditions.

4. Supported destinations
Letters are available only to destinations that:

1. Are technically supported by Pingen or a replacement Postal Provider;
2. Have been approved by Dear Future;
3. Are not subject to an active postal suspension, sanction or legal restriction; and
4. Are shown as available during checkout.

Pingen’s list of accepted destination names and its active postal coverage may change over
time. A country name appearing in Pingen’s technical address list does not guarantee that
postal delivery to that country is currently operating.

Dear Future may refuse or suspend delivery to a country because of:

• War or armed conflict;
• Sanctions;
• Postal interruption;
• Natural disaster;
• Government restrictions;
• Carrier limitations;
• Safety concerns;
• Legal requirements;
• Excessive delivery risk; or
• Another circumstance outside Dear Future’s reasonable control.

Current availability will be shown during checkout or on the Service Availability Page.

5. Availability may change after purchase
A destination that was available when the Order was placed may become unavailable before
the Delivery Date.

Where that happens, Dear Future may offer one or more of the following:

• A later Delivery Date;
• A different supported postal destination;
• Earlier delivery;
• A secure copy or export;
• Another delivery method;
• Transfer to a replacement Postal Provider;
• Cancellation with an appropriate refund; or
• Another reasonable solution.

Dear Future will consider the time already elapsed, work already performed and mandatory
consumer rights.

6. Letter creation methods
A Letter may be created by:

• Writing text through Dear Future’s website;
• Providing a supported PDF; or
• Using another creation method expressly offered during the Order process.

Dear Future may convert written text into a PDF suitable for printing.

The Customer is responsible for reviewing all substantive text before payment.

7. Finality after payment
Once payment has been completed, the substantive Letter content is final.

The Customer may not normally:

• Rewrite the Letter;
• Replace the PDF;
• Add or remove substantive pages;
• Replace images;
• Change the signature;
• Change the intended meaning; or
• Substitute an entirely different Letter.

The Customer may still:

• Cancel the Order;

• Request deletion;

• Update permitted Address Details before the Production Cut-off; or

• Ask Dear Future to correct a technical defect caused by Dear Future.

A technical correction does not permit a substantive rewrite.

8. Supported file format
Unless Dear Future expressly offers another format, uploaded Letters must be provided as a
valid PDF.

The PDF must:

• Open without corruption;
• Not be password protected;
• Not require external files;
• Not contain malware;
• Be suitable for automated printing;
• Comply with the stated dimensions;
• Remain within the permitted size and page limits; and
• Contain all fonts, images and other elements required for printing.

Dear Future may reject a file that cannot be processed reliably.

9. Page dimensions
Letter pages must be A4:

210 mm × 297 mm

Landscape A4 may be technically accepted where expressly supported, but Dear Future
may require portrait orientation to ensure correct printing and envelope processing.

Pingen currently requires uploaded letter pages to be A4.

10. Page limit
Unless a different limit is clearly shown during checkout, a Letter may contain no more than
seven A4 pages in total.

Dear Future may reserve one of those pages for an automatically generated cover or
address page.

The checkout or creation interface will indicate the exact number of customer-content pages
available.

A Letter exceeding the applicable limit may be:

• Rejected;
• Returned for correction before payment;
• Automatically shortened only where no substantive content is lost;
• Divided into a separately purchased service with the Customer’s approval; or
• Cancelled and refunded if Dear Future cannot reasonably process it.

Dear Future will not intentionally remove substantive content without the Customer’s
knowledge.

11. File-size limit
Unless a lower limit is displayed during upload, a PDF may not exceed 8 MB.

Pingen currently applies an 8 MB maximum to letter PDFs.

Dear Future may apply a lower operational limit to maintain security or website performance.

12. Fonts, images and embedded content
The Customer must ensure that:

• Text is readable;
• Fonts are embedded or reproduce reliably;
• Images have sufficient quality;
• No essential content lies outside the visible page;
• No external website, cloud file or embedded media is required to understand the
  Letter; and
• The PDF does not depend on animation, video, audio, forms or interactive functions.

Interactive PDF elements may be removed or ignored during printing.

Dear Future is not responsible for a difference caused by:

• A non-embedded font;
• A low-resolution image;
• Transparency;
• Colour-profile conversion;
• Unsupported PDF functionality;
• An improperly generated PDF; or
• A defect already present in the Customer’s file.

13. Technical validation
Dear Future or Pingen may inspect a Letter File automatically for matters such as:

• File type;

• File size;

• Page dimensions;

• Number of pages;

• Corruption;

• Address placement;

• Restricted print areas;

• Print compatibility;

• Malware; and

• Postal formatting.

Passing an automated check does not guarantee that the Letter is free of every error.

Pingen explains that its address and layout checks assist with identifying problems but
cannot verify every requirement imposed by each postal operator.

The Customer remains responsible for the information and source material supplied by the
Customer.

14. No guaranteed preview
A final visual preview is not guaranteed.

Where a preview is offered:

• It is an approximate digital representation;
• Screen colours may differ from print;
• Minor scaling or positioning differences may occur;
• The preview may not display every production mark;
• It does not guarantee postal acceptance; and
• Failure to notice an obvious issue visible in the preview may affect entitlement to a
  free replacement.

Where no preview is offered, Dear Future must clearly identify before payment:

• Whether the Letter was written through the website or provided as a PDF;
• The Letter’s page count;
• The selected colour option;
• The Recipient’s Address Details;
• The intended Delivery Date; and
• Any material production option.

15. Confirmation before payment
Before payment, the Customer must be given an opportunity to confirm:

• The identity of the Recipient;

• The complete postal address;

• The destination country;

• The page count;

• The selected print option;

• The Delivery Date;

• Whether the Message is for the Customer or someone else;

• The required Recipient declaration;

• The required Content declaration; and

• The applicable legal documents.

The Customer is responsible for checking this information carefully.

16. Printing option
Where available, the Customer may choose:

• Colour printing; or
• Black-and-white printing.

The selected option will apply to the Letter as a whole unless the checkout expressly permits
mixed printing.

Black-and-white printing may convert colour elements into greyscale.

Dear Future does not guarantee an exact match between:

• Screen colours and printed colours;
• Different printers;
• Different print facilities;
• Original images and printed reproductions; or
• Separate print runs.

17. Paper, envelope and production materials
Letters are printed on A4 paper and placed in an envelope suitable for automated postal
delivery.

The exact:

• Paper weight;
• Paper finish;
• Paper shade;
• Envelope model;
• Window position;
• Folding method;
• Ink;
• Printer; and
• Production location

may depend on the destination, Postal Provider and availability.

Unless a specific material specification is expressly sold as part of the Order, Dear Future
may use reasonably equivalent production materials.

Pingen currently processes letters using windowed envelopes and requires content and the
Recipient’s address to remain within designated layout areas.

18. Cover or address page
Dear Future or Pingen may add a cover page or address page where reasonably necessary
to:

• Position the postal address correctly;
• Comply with a Postal Provider’s layout;
• Prevent private content from appearing through the envelope window;
• Correct an address-area issue;
• Add required postal information; or
• Make the document printable.

A cover or address page may count toward the seven-page total where stated during
checkout.

The cover page will not intentionally alter the substantive Letter.

19. Restricted print areas
Certain parts of the first page and page margins may need to remain clear for:

• The envelope window;
• Postal barcodes;
• Printing marks;
• Folding;
• Production control; and
• Postal routing.

Dear Future may:

• Generate a compliant cover page;
• Add necessary margins;
• Scale the content slightly;
• Reposition the document on the page; or
• Reject a file that cannot be made compliant without materially changing it.

20. Technical conversion
The Customer authorises Dear Future to perform reasonable technical processing, including:

• Converting website text into PDF;

• Embedding fonts;

• Flattening PDF elements;

• Converting colour profiles;

• Scaling within printable limits;

• Adding a cover page;

• Converting images;

• Removing unsupported interactive features;

• Adding production metadata; and

• Creating temporary copies for production.

Dear Future will not intentionally change the substantive meaning of the Letter.

21. Recipient Address Details
The Customer must provide complete and accurate Address Details.

Depending on the destination, this may include:

• Recipient’s legal or commonly used name;
• Organisation or company name;
• Care-of information;
• Street;
• House number;
• Building;
• Unit or apartment;
• Postcode;
• City or locality;
• State, province or region;
• Destination country; and
• Other information required by the local postal operator.

The Customer must not deliberately provide an address belonging to an unintended person.

22. Destination-country name
For international delivery, the destination-country name may need to appear as the only
content on the final address line and in a spelling or language accepted by the Postal
Provider.

Pingen states that ISO country codes alone may not be accepted and that international
country naming requirements depend on the postal route.

Dear Future may automatically standardise the country name for postal compliance.

Such formatting does not change the selected destination.

23. Country-specific address requirements

Address structures differ between countries and postal operators.

Requirements may concern:

• Number and order of address lines;
• Position of the postcode;
• Position of the city;
• Use of capital letters;
• Country naming;
• Unit and building information;
• Character sets;
• Post-office boxes;
• Font size;
• Spacing;
• Address-window position; and
• Prohibited punctuation.

Dear Future may adapt the displayed address form according to the selected destination.

The Customer must provide the information requested by that form.

24. Address validation
Dear Future may use Google, Pingen or another provider to help validate or standardise an
address.

Validation may:

• Suggest a standard spelling;
• Identify a missing field;
• Confirm that a postcode format appears valid;
• Flag an unsupported destination;
• Identify an address that requires review; or
• Reformat the address for postal processing.

Address validation is not a guarantee that:

• The Recipient lives at the address;
• The address exists;
• The Recipient’s name appears on the mailbox;
• The building is accessible;
• The postal operator will accept the Letter; or
• Delivery will succeed.

The Customer remains responsible for confirming the Recipient’s current address.

25. Pingen “action required” status

Pingen may identify a Letter as requiring action where:

• The address format appears incorrect;
• The address lies outside the permitted area;
• The document violates layout restrictions;
• The file is not printable;
• The destination cannot be identified; or
• Another production issue exists.

Dear Future may then:

• Correct a purely technical issue;
• Add a cover page;
• Ask the Customer for corrected Address Details;
• Delay production;
• Change the Delivery Date where reasonably necessary;
• Cancel the Letter; or
• Offer another reasonable solution.

Dear Future will not be required to send a Letter that a Postal Provider has rejected as
non-compliant.

26. Addresses at organisations and shared locations
The Customer must exercise particular care when sending to:

• Workplaces;
• Schools;
• Universities;
• Hospitals;
• Care homes;
• Hotels;
• Prisons;
• Military addresses;
• Shared accommodation;
• Temporary accommodation;
• Government institutions; or
• Another location where mail may be opened or handled by someone else.

Dear Future does not guarantee that mail sent to a shared or institutional address will be
handled only by the intended Recipient.

The Customer is responsible for determining that the address is appropriate and that the
Letter may lawfully be sent there.

Dear Future may refuse sensitive or unsuitable destinations.

27. Post-office boxes and alternative addresses

Post-office boxes and similar services are supported only where:

• The selected Postal Provider accepts them;
• The destination permits them;
• The address is complete;
• The Recipient is authorised to receive mail there; and
• Dear Future displays the option during checkout.

Dear Future may reject an address that cannot be processed reliably.

28. Customer duty to update the address
The Customer must update the Address Details if they learn before the Production Cut-off
that:

• The Recipient moved;
• The address is incomplete;
• The postcode is incorrect;
• The Recipient’s name has changed;
• The destination is no longer suitable;
• The address belongs to another person; or
• Delivery is no longer wanted or permitted.

Dear Future may send address-update reminders, but it is not obliged to discover address
changes independently.

29. Address-change process
An address change may require:

• The Order number;
• A secure management link;
• A change-address code;
• The Recipient’s name;
• Customer email verification;
• Additional identity verification; or
• Other information reasonably necessary to prevent unauthorised redirection.

Dear Future may reject or pause an address change where:

• Verification fails;
• Fraud is suspected;
• The new address is unsupported;
• The request attempts to redirect the Letter to a different Recipient;
• The Recipient has objected;
• A no-contact restriction applies; or
• The Production Cut-off has passed.

30. Free address changes before the cut-off
The Customer may update Address Details without an address-change fee before the
Production Cut-off.

This does not mean Dear Future must absorb:

• A higher postage price caused by a new country;
• A new tax;
• A different product requirement;
• Additional verification costs;
• A new production requirement; or
• Another material cost created by the change.

Where an update creates a higher delivery cost, Dear Future may request payment of the
difference or offer cancellation.

31. Production Cut-off
The normal Production Cut-off is fourteen calendar days before the Delivery Date.

Dear Future may apply an earlier cut-off where required by:

• The destination;
• Postal lead times;
• Public holidays;
• International routing;
• Customs;
• A provider’s schedule;
• An expected disruption; or
• Another operational requirement.

The applicable cut-off may be shown during checkout, in an Order confirmation or in a later
service notice.

32. Consequences of the Production Cut-off
After the Production Cut-off:

• Dear Future may prepare or transfer the Letter;
• Pingen may validate, print or dispatch it;
• An address change may no longer take effect;
• Cancellation may not prevent physical dispatch;
• A production copy may already exist;
• Postal costs may already have been incurred; and
• Recovery of the Letter may be impossible.

Dear Future will attempt to stop production where reasonably possible but does not
guarantee that a request made after the cut-off will succeed.

33. Transfer to Pingen
Dear Future may provide Pingen with:

• The Letter File;
• Recipient name;
• Postal address;
• Destination country;
• Print option;
• Envelope or layout instructions;
• Dispatch instructions; and
• Internal delivery reference information.

Dear Future may transfer the information before the Delivery Date where necessary to meet
the requested arrival window.

Transfer to Pingen does not mean that the Letter has already been delivered.

34. Printing and postal partners
Pingen may use different printing facilities and postal providers depending on the
destination.

Letters may be handled by:

• Pingen;
• A contracted printer;
• DHL;
• bpost;
• PostNL;
• Royal Mail;
• La Poste;
• Swiss Post;
• Another national postal operator; or
• Another international carrier.

Dear Future cannot guarantee that the same partner will be used throughout the service’s
lifetime.

35. Intended arrival and Dispatch Date
Dear Future will use reasonable care to choose a Dispatch Date intended to support arrival
around the selected Delivery Date.

The timing may be calculated using:

• The destination;
• Provider estimates;
• Business days;
• Public holidays;
• Production time;
• Postal class;
• Customs;
• Known delays; and
• A reasonable safety margin.

Provider delivery estimates are not guarantees.

Pingen’s published delivery durations vary significantly by destination and postal route.

36. Delivery Date is not guaranteed
The Delivery Date is a target rather than a guaranteed exact arrival date.

A Letter may arrive:

• Before the Delivery Date;
• On the Delivery Date;
• After the Delivery Date; or
• Not at all.

Dear Future does not guarantee delivery on an exact calendar day unless an expressly
guaranteed product is separately offered.

The Customer must not use the Letter service for:

• Legal deadlines;
• Emergency communications;
• Medical information requiring timely action;
• Court notices;
• Financial instructions;
• Cancellation notices;
• Time-sensitive contractual notices; or
• Any purpose for which late or failed delivery could cause serious harm.

37. Early arrival
Dear Future may dispatch a Letter sufficiently early to reduce the risk of late arrival.

The Customer acknowledges that this may result in the Letter arriving before the selected
Delivery Date.

Dear Future will take reasonable care not to dispatch unreasonably early, but postal delivery
speed remains outside Dear Future’s complete control.

38. Postal delays
Delays may result from:

• Weekends;
• Public holidays;
• Local postal schedules;
• Customs;
• Weather;
• Strikes;
• War;
• Civil unrest;
• Natural disasters;
• Transport disruption;
• Incorrect or incomplete addressing;
• Recipient relocation;
• Security screening;
• Seasonal volumes;
• Provider outages; or
• Other circumstances outside Dear Future’s reasonable control.

Dear Future may investigate a reported delay but cannot compel a postal operator to
complete delivery by a specific date.

39. No standard postal tracking
Unless expressly stated during checkout, the Dear Future Letter service does not include
customer-facing postal tracking, a tracking number or signed proof of delivery.

The absence of tracking means that Dear Future may not be able to determine:

• The Letter’s exact physical location;
• The exact delivery time;
• Who received it;
• Whether it was opened; or
• Whether an unreported delivery failure occurred.

Certain Pingen postal products may technically support tracking, but that does not mean
tracking is included in the Dear Future product purchased by the Customer. For example,
Pingen’s current Belgian non-priority option has no postal tracking or delivery confirmation.

40. Delivery-status inquiries
A Customer may contact info@dearfuture.ink to inquire about the Letter.

Dear Future may:

• Review its own records;
• Check Pingen’s status;
• Review provider notifications;
• Ask Pingen for available information;
• Confirm when the Letter entered production;
• Confirm when it was dispatched;
• Confirm a reported undeliverable status; or
• Explain that no further tracking information exists.

An inquiry does not guarantee that additional information will be available.

41. Provider status information
Pingen may provide status information concerning:

• Letter issues;
• Production;
• Dispatch;
• Undeliverability; and
• Delivery, where supported.

Pingen offers API and webhook status categories including letter issues, sent letters,
undeliverable letters and delivered letters.

A “sent” status generally means that the Letter entered postal delivery. It does not guarantee
final receipt.

A “delivered” status may depend on the information available from the Postal Provider and
does not prove that the intended Recipient personally read the Letter.

42. Undeliverable Letters
A Letter may be undeliverable because:

• The address is invalid;
• The Recipient moved;
• The Recipient is unknown at the address;
• The Recipient died;
• The mailbox cannot be found;
• The mailbox does not bear the Recipient’s name;
• The building is inaccessible;
• The Letter was refused;
• The address format was not accepted;
• The country suspended postal services; or
• Another postal issue occurred.

Dear Future does not guarantee that every Postal Provider will report undeliverability.

43. Handling of returned or undeliverable Letters
Where Pingen or another provider reports a return, Dear Future may receive:

• A status notice;
• A reason code;
• An email;
• A webhook event; or
• Other limited information.

The physical Letter may not be returned to Dear Future.

Pingen currently states that Letters recorded through its digital return process are destroyed
unopened after being identified as undeliverable.

The Customer acknowledges that Dear Future may therefore be unable to:

• Recover the original Letter;
• Inspect the physical Letter;
• Forward the same physical item;
• Confirm exactly how it was handled; or
• Provide the original envelope.

44. One Replacement Shipment
Dear Future may provide a maximum of one Replacement Shipment under the original
Order.

This means:

• One original shipment; and
• No more than one additional shipment.

There will be no third shipment under the same Order.

A further shipment requires a new Order unless Dear Future expressly agrees otherwise.

45. Free Replacement Shipment
Dear Future may pay for the Replacement Shipment where:

• The original address was complete and accurate;

• The Customer updated known changes before the Production Cut-off;

• The failure was not caused by the Customer;

• The Letter was lost, damaged or undeliverable for a reason reasonably attributable to
  Dear Future or its selected providers;

• A replacement remains lawful and technically possible;

• The Recipient has not objected;

• The Customer responds within the requested period; and

• Dear Future receives the corrected or confirmed Address Details needed for
  replacement.

A free replacement is a contractual remedy offered subject to these conditions. It does not
restrict a stronger remedy available under mandatory law.

46. Replacement costs caused by the Customer
Dear Future may require the Customer to pay some or all replacement costs where:

• The original address was incorrect;
• The Customer failed to update an address;
• The Recipient moved;
• The Recipient’s name was missing or incorrect;
• The Customer selected the wrong country;
• The Customer requests a new destination;
• The original Letter complied with the Order;
• The postal operator imposed a surcharge because of Customer-supplied information;
  or
• The failure was otherwise caused by the Customer’s act or omission.

Dear Future will disclose any charge before initiating a paid replacement.

47. Replacement Delivery Date
A Replacement Shipment will be sent as soon as reasonably possible after:

• Dear Future confirms eligibility;
• The Customer supplies or confirms the address;
• Any required payment is completed;
• The Recipient’s permission remains valid; and
• The destination remains supported.

Dear Future cannot recreate the original Delivery Date after that date has passed.

The replacement may therefore arrive materially later.

48. Loss or damage
Where Dear Future receives credible evidence that a Letter was lost or materially damaged,
Dear Future may offer:

• A Replacement Shipment;

• A refund;

• A partial refund;

• Credit;

• Secure export; or

• Another legally appropriate remedy.

Minor damage that does not materially prevent reading the Letter may not justify a full
refund.

Dear Future may request:

• Photographs;
• The damaged envelope;
• Provider status information;
• Confirmation from the Recipient; or
• Other reasonable evidence.

49. Wrong-person delivery
Postal delivery cannot guarantee that only the intended Recipient will handle the envelope.

A Letter may be:

• Received by another household member;
• Placed in a shared mailbox;
• Accepted by reception staff;
• Forwarded;
• Opened by another person;
• Delivered to a neighbouring address; or
• Misdelivered by a Postal Provider.

Dear Future reduces risk by requiring accurate addressing and using sealed postal delivery,
but cannot guarantee Recipient identity at the point of delivery.

The Customer must consider this risk before including highly sensitive information.

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

• Object to delivery;
• Report that permission was not given;
• Report an incorrect address;
• Report harassment;
• Report a no-contact restriction;
• Request deletion;
• Stop future delivery; or
• Report that the address belongs to someone else.

A complaint will normally pause the Letter if production or dispatch has not already become
irreversible.

Dear Future may cancel the Letter where continuing would violate:

• The Recipient’s rights;
• A no-contact request;
• A legal restriction;
• Applicable law;
• The Acceptable Use Policy; or
• A reasonable safety requirement.

51. Cancellation within fourteen days
The Customer may cancel within fourteen days after Order acceptance in accordance with
the Global Terms and Cancellation and Withdrawal Policy.

Where cancellation is valid during that period:

• A full refund is normally issued;
• The Letter is not intentionally transferred to Pingen for production;
• Future postal delivery is stopped;
• Active Letter content and Delivery Details are scheduled for deletion; and
• Legally required financial and compliance records may be retained.

52. Cancellation after fourteen days but before the
Production Cut-off
After the fourteen-day period, the Customer may still cancel future delivery and request
deletion.

Unless required by law or caused by Dear Future’s failure:

• No refund is normally due;
• No additional cancellation fee is charged;
• The Letter is not sent;
• Active production copies are deleted where possible; and
• Legally required records may be retained.

53. Cancellation after the Production Cut-off
Where cancellation is requested after the Production Cut-off, Dear Future will attempt to stop
production or dispatch if reasonably possible.

Dear Future does not guarantee success.

If the Letter has already been:

• Transferred;
• Approved for production;
• Printed;
• Enveloped;
• Dispatched; or
• Accepted into a postal network,

it may be impossible to recover or destroy it.

A request to delete digital copies does not require a Postal Provider to retrieve a physical
Letter already in transit.

54. Non-printable or provider-cancelled Letters
Pingen may reject or cancel a Letter that cannot be printed.

Where Dear Future receives a refund or account credit from Pingen, Dear Future will
determine the appropriate Customer remedy under:

• The Global Terms;
• These Letter Service Terms;
• The Cancellation and Withdrawal Policy; and
• Mandatory law.

Pingen currently states that successfully cancelled or technically non-printable letters are
credited back to the relevant Pingen organisation.

A provider credit does not automatically determine the exact Customer remedy, particularly
where other parts of Dear Future’s service have already been performed.

55. Additional postal charges
A Postal Provider may impose an additional charge because of:

• Incorrect addressing;
• A non-standard address;
• A destination change;
• Reclassification of the Letter;
• A postal surcharge;
• An international route;
• A regulatory requirement; or
• Another provider rule.

Where the additional charge results from information supplied by the Customer, Dear Future
may:

• Charge the Customer;

• Request correction;

• Cancel the Letter;

• Deduct the cost from an available refund where legally permitted; or

• Offer another delivery option.

Dear Future will not impose an undisclosed discretionary fee after payment without a
contractual or legal basis.

56. Customs and import restrictions
Ordinary printed correspondence will generally not require the same customs declarations
as merchandise, but local authorities may inspect, delay, reject or restrict postal items.

The Customer must not use the Letter service to send:

• Physical goods;
• Currency;
• Gift cards;
• Identification documents;
• Controlled documents;
• Prohibited inserts;
• Illegal material; or
• Anything other than the supported printed Letter unless expressly permitted.

Dear Future provides a printing and mailing service, not a parcel or goods-delivery service.

57. No physical inserts
Unless expressly offered, Dear Future will not include:

• Photographs printed separately;
• Cash;
• Cards;
• Gifts;
• USB devices;
• Original documents;
• Return envelopes;
• Objects;
• Samples; or
• Other physical inserts.

Images included inside the supported PDF may be printed as part of the Letter.

58. Pingen retention
Dear Future intends to configure its Pingen organisation so that:

• Letter PDFs are retained by Pingen for one month; and

• Recipient address information is retained by Pingen for six months.

Pingen allows organisations to configure separate PDF and address-retention periods and
states that the relevant documents or address information are deleted from Pingen after the
selected period expires.

These periods concern copies held in the Pingen account. They do not necessarily control:

• Postal-provider records;
• Financial records;
• Security records;
• Backups;
• Information legally retained by a carrier; or
• Dear Future’s own copies.

59. Dear Future retention
Dear Future may retain:

• The Letter until delivery;
• The Letter for up to ninety days after successful delivery;
• The Letter for up to twelve months following failed delivery;
• Recipient declarations and compliance records for longer;
• Order and financial records for legally required periods;
• Complaint records;
• No-contact records; and
• Copies temporarily remaining in secured backups.

The Global Privacy Policy contains the complete retention framework.

60. Privacy and confidentiality
Dear Future treats Letter content as private and confidential.

Dear Future does not routinely read private Letters.

Limited access may occur where reasonably necessary for:

• Technical support;
• File validation;
• Printing;
• Delivery;
• A complaint;
• Security;
• Legal compliance;
• Prohibited-use investigation; or
• Protection against a credible serious threat.

Delivery necessarily requires the Letter File and Address Details to be processed by Pingen
and relevant Postal Providers.

61. Security
Dear Future will use safeguards appropriate to the nature of the Letter service, which may
include:

• Encryption in transit;
• Encryption at rest;
• Private storage;
• Random internal identifiers;
• Separation of content and Address Details;
• Restricted staff access;
• Multi-factor authentication;
• Access logging;
• Secured backups;
• Automatic deletion; and
• Provider contracts.

No postal or electronic system can guarantee complete security.

Once a physical Letter enters the postal network, Dear Future cannot apply digital access
controls to the physical envelope.

62. Customer copy
The Customer should retain an independent copy of the Letter where desired.

Dear Future is not intended to be the Customer’s only permanent archive.

Deletion, cancellation, technical failure, legal requirements or business closure may result in
the Letter no longer being available through Dear Future.

63. Replacement of Pingen
Dear Future may replace Pingen with another printing or postal provider where reasonably
necessary because of:

• Service discontinuation;
• Pricing changes;
• Security;
• Reliability;
• Country availability;
• Legal requirements;
• Business continuity; or
• Technical compatibility.

A replacement provider must be reasonably capable of performing the purchased core
service.

Dear Future will seek appropriate privacy and security protections.

The Customer’s permission is not required for a non-material provider substitution where the
core service and legal protections are maintained, unless applicable law requires otherwise.

64. Provider interruptions
Where Pingen or another critical Postal Provider experiences an outage, Dear Future may:

• Delay production;
• Reschedule dispatch;
• Use another provider;
• Request updated Address Details;
• Offer alternative delivery;
• Offer early delivery;
• Cancel the Letter; or
• Provide an appropriate remedy.

A temporary provider interruption does not automatically constitute a contractual breach
where Dear Future takes reasonable measures to continue performance.

65. Customer-caused failure
Dear Future is not responsible for a delivery failure caused exclusively by:

• Incorrect Address Details;
• Failure to update the address;
• An inaccessible or unlabelled mailbox;
• The Recipient’s relocation;
• Recipient refusal;
• An unsuitable institutional address;
• An invalid Recipient declaration;
• Unlawful use;
• Failure to respond to Dear Future;
• A post-cut-off change; or
• Another Customer act or omission.

This section does not exclude Dear Future’s responsibility for its own breach, negligence or
non-excludable legal obligations.

66. Provider-caused failure
Dear Future will not attempt to disclaim all responsibility merely because Pingen or a postal
operator was involved.

Where a provider failure occurs, Dear Future will, as appropriate:

• Investigate available status information;
• Contact the provider;
• Offer the permitted Replacement Shipment;
• Provide a refund or partial refund where legally required;
• Offer another delivery method; or
• Take another reasonable remedial step.

Dear Future’s responsibility remains subject to:

• The Global Terms;
• These Letter Service Terms;
• The facts of the failure;
• Reasonable control;
• Causation; and
• Mandatory consumer law.

67. Limitation of liability
The liability limitations in the Global Terms apply to the Letter service.

Nothing excludes liability that cannot lawfully be excluded.

Subject to mandatory law, Dear Future is not liable for:

• Emotional disappointment caused solely by postal delay;
• Failure by the Recipient to read the Letter;
• An address change unknown to Dear Future;
• A shared mailbox;
• Another person opening the Letter;
• A provider delay outside Dear Future’s reasonable control;
• Consequences of using the Letter as an urgent or legally significant communication;
  or
• Indirect loss that was not reasonably foreseeable.

The Customer should not include information where unintended physical access would
create an unacceptable risk.

68. Force majeure
Dear Future is not responsible for delay or failure caused by events outside its reasonable
control, including:

• Postal strikes;

• War;

• Sanctions;

• Government action;

• Natural disaster;

• Extreme weather;

• Fire;

• Flood;

• Pandemic;

• Civil unrest;

• Customs action;

• Major cyberattack;

• Widespread infrastructure failure; or

• Postal suspension.

Dear Future will take reasonable steps to preserve the Letter and offer an alternative where
possible.

69. Complaints
Complaints concerning a Letter may be sent to:

info@dearfuture.ink

The Customer should include:

• Order number;
• Customer email;
• Recipient country;
• Delivery Date;
• Description of the issue; and
• Any available evidence.

A Recipient may use the same address to report:

• Unwanted delivery;
• Wrong address;
• Harassment;
• Missing permission;
• A no-contact restriction; or
• Another privacy or safety concern.

70. Changes to these Letter Service Terms
Dear Future may update these terms for future Orders.

The version accepted when an Order is placed will normally continue to apply to that Order.

A change may apply to an existing Order where:

• Required by law;

• Necessary for security;

• Necessary because of a Postal Provider change;

• Necessary to preserve delivery;

• It does not materially disadvantage the Customer; or

• The Customer agrees.

Material changes affecting an existing Order will be communicated where reasonably
possible.

71. Contact
Questions concerning the Letter service may be sent to:

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