Last updated: 2025-09-09
Overview & Payment Processing
Purchases for One More Letter are processed by Stripe, a secure and trusted payment processor. Your purchase and refund processing are also subject to Stripe's Terms of Service, available at https://stripe.com/legal/consumer.
For billing-related refund requests or invoice/tax questions, please contact us at [email protected]. We handle all refund processing and customer service personally.
One More Letter is operated by Zettlify LLC, registered in Singapore.
1. Our Commitment
We are committed to providing a meaningful and valuable service. Our AI-powered letter generation service deals with deeply personal matters, and we want you to feel confident in your experience with us.
2. Service Nature
One More Letter is a digital service generating personalized letters using AI based on your input. Our service includes:
- AI-powered letter generation
- Email delivery with a 12-hour reflection period
- Multi-language support
- Secure data handling and privacy protection
3. Refund Eligibility
Refunds are offered within 14 days of purchase in the following circumstances:
3.1 Technical Issues
- Letter generation fails due to technical problems on our end
- Email delivery failure caused by our service
- Service unavailability preventing letter creation or delivery
3.2 Service Quality Issues
- Generated letter significantly deviates from provided instructions
- Letter contains inappropriate or harmful content
- Language or tone completely mismatches your specifications
3.3 Billing Errors
- Duplicate charges
- Charges for services not received
- Incorrect pricing applied to your order
4. Non-Refundable Circumstances
Refunds are not provided for:
- Change of mind after letter generation
- Dissatisfaction with emotional impact or recipient response
- Email delivery failure due to incorrect recipient addresses
- Recipient email provider blocking/filtering emails
- Personal regret about sending the letter
- AI-generated content that accurately reflects your input but doesn't meet subjective expectations
5. Refund Process
5.1 How to Request a Refund
Contact us within 14 days of purchase and provide:
- Order details and email address
- Reason for the refund request
- Relevant screenshots or documentation
5.2 Review Process
We review requests within 3-5 business days by:
- Investigating technical issues
- Reviewing generated content and delivery status
- Verifying circumstances
- Communicating decisions with clear reasoning
5.3 Processing Time
If approved, refund timelines:
- Credit/Debit cards: 5-10 business days
- Digital wallets: 1-3 business days
- Bank transfers (ACH): 3-5 business days
6. Partial Refunds
Partial refunds may be offered when part of the service was delivered with issues or multiple letters were ordered but only some had problems.
7. Alternative Resolutions
- Regenerating the letter with improved specifications
- Adjusting content based on feedback
- Re-sending failed letters
- Providing service credits for future use
8. Subscription Services
- Cancellations can be made anytime
- Refunds for unused portions on case-by-case basis
- No refunds for partially used subscription periods
9. Digital Content & Right of Withdrawal
By accessing digital content immediately, you consent to immediate performance and acknowledge your right of withdrawal may be lost once generation or transmission begins.
10. Dispute Resolution
- Escalate to senior customer service team
- Encourage open communication to resolve disputes
- External dispute resolution services may be available
11. Policy Changes
We may modify this policy at any time. Changes take effect upon posting on the website. Significant changes will be notified via email or website notice.
12. Customer Support
Our support team strives to provide responsive, empathetic service for all refund-related inquiries.
13. Contact Information
For refunds or questions, contact [email protected] with “Refund Request” in the subject line.