All coin recharges, template unlocks, and personalized surprise links are intangible digital items delivered and consumed immediately upon generation. Once coins are used or a digital experience is unlocked, the transaction is final and non-refundable.
2. Immediate Consumption of Letters
When you customize and publish a letter, interactive quiz, or countdown experience, our cloud infrastructure instantly generates dedicated hosting, unique link endpoints, and access tokens for you and your recipient. Because the service is fully fulfilled instantly, cancellation or return of digital assets is impossible.
3. What Cannot Be Refunded
The following circumstances are strictly ineligible for refunds:
- Spent Coins: Any coin amount already redeemed to unlock a template, customize a gift, or activate premium audio/visual features.
- Change of Mind: Deciding not to send the letter after it has been created and published.
- Recipient Outcomes: Recipient emotional reactions, personal relationship disputes, or if the recipient chooses not to open or complete the surprise.
- Expired Referral Codes: Retroactive claims for coupons or referral discounts after a recharge is finalized.
- Accidental Purchases: Forgetting to check coin balances before confirming checkout.
4. Gateway Billing Exceptions
We will gladly investigate and resolve billing discrepancies under only these verified technical scenarios:
- Payment Succeeded with Zero Wallet Credit: Your bank account or UPI was debited, but a gateway timeout prevented coin delivery.
- Duplicate Billing: An identical order was processed twice within a 60-second window due to a payment gateway glitch.
- Proven Fraudulent Transaction: Unauthorized use of your payment instrument, subject to bank verification.
5. Submitting a Billing Dispute
If you experienced a verified gateway failure as described above, submit a ticket within 7 days of the payment date to support@myletterloft.com with:
- Registered account email.
- Razorpay Payment ID (e.g. pay_xxxxxxxx).
- Bank / UPI debit screenshot or transaction receipt.
6. Review Process & Payout Timeline
Dispute claims are reviewed within 2 to 3 business days. If a refund is approved due to an unfulfilled gateway error, the amount is reversed to your original payment method via Razorpay within 5 to 7 business days.
7. Support Desk Contact
For billing verification questions, contact our support team at support@myletterloft.com.