Terms of Service

These terms are a contract between you and Chase Labs Ltd, trading as The Very Good Letter Company ("we", "us", "our"). The Very Good Letter Company is a trading name of Chase Labs Ltd, registered in England and Wales (company number 15205904). Registered office: Advanced Technology Innovation Centre, 5 Oakwood Drive, Loughborough, LE11 3QF, United Kingdom.

They apply when you use our website (verygoodletter.co), our app (app.verygoodletter.co), our API, our connector for AI assistants, or any letters, cards and other items we make and post for you (together, the "Services"). Please read them. By creating an account, placing an order, making an API key, connecting an assistant or otherwise using the Services, you agree to them. If you don't agree, don't use the Services.

Our Privacy Policy and Cookie Policy explain how we handle personal data, and form part of these terms. Where we process personal data for you, the Data Processing Terms in the Schedule apply.

1. Who these terms are for

1.1 Businesses first. The Services are made for businesses and organisations. If you use them for an organisation, you confirm you're allowed to accept these terms for it, and "you" means that organisation as well as you.

1.2 Consumers. If you use the Services as an individual, for purposes outside your trade, business, craft or profession, you're a "consumer". Consumers have rights under UK law that these terms don't take away. Where a clause says it applies only to business customers, it doesn't apply to consumers.

1.3 Age. You must be 18 or over to use the Services.

2. Your account

2.1 You can design letters without an account. What you make is kept with your browser until you create an account or sign in, and may be lost if you clear your browser or don't come back.

2.2 You must give us accurate details and keep them up to date. You're responsible for everything done through your account, your sign-in links, your API keys and any assistant you connect, whether or not you authorised it, until you tell us it has been misused.

2.3 Keep your email account, API keys and devices secure. Tell us straight away at hello@verygoodletter.co if you think someone else has access.

2.4 Business accounts. You can turn your account into a business account and invite others to it, as owners, admins or members. Then the business is our customer: everything in the account (letters, orders, lists, files, brand, credits, plans, API keys and connected apps) belongs to it, and stays with it when anyone leaves or is removed. Owners are responsible for who they invite and what they let them do, and everything a member does in the business account is done for the business. Each member keeps their own sign-in, and their own account apart from the business.

2.5 Sandbox and test accounts. We may give some accounts (for example, to people reviewing our connector) a password and sandbox access. Nothing made in the sandbox is printed, posted or charged. We may withdraw these accounts at any time.

3. What we make, and how

3.1 Pen-written by machine. Your letters are written with real pens by our machines, from your words, in the pen style you choose. They are not written by a person. Every letter varies a little, as ink on paper does; that variation is a feature, not a fault.

3.2 Previews are a guide. On-screen previews, proofs and samples show what to expect, but colours, paper, ink, size, spacing, line breaks and the look of the writing may differ in the finished letter. Small differences like these aren't defects.

3.3 What the pens can write. Some characters can't be written, or are written differently (for example certain symbols, and some capital letters). The app tells you where it can, but you're responsible for checking your words, names, addresses and fields before you order. We write what you give us; we don't correct spelling, grammar, names, addresses or facts.

3.4 Personalisation. Where you use fields such as {{first_name}} or give each person their own letter, the result depends on the data you supply. Blank, wrong or badly formatted data gives blank, wrong or badly formatted letters.

3.5 Addresses. We post to UK addresses. If you give us an address outside the UK, we may hold, return or cancel that letter. You're responsible for addresses being complete and correct.

3.6 Changes to the Services. We're improving the Services all the time. We may change, add or remove features, looks, pen styles, papers, formats, integrations, the API and the connector, at any time. Where a change materially reduces something you've paid for and not yet used, we'll tell you, and you may ask us to refund the unused part, as clause 8.4 describes.

4. Your content and your recipients

4.1 Your content means everything you give us or ask us to use: words, names, addresses and other recipient data, logos, images, PDFs, brand details, your website, and anything an assistant or your code sends us for you.

4.2 You keep ownership of your content. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, process, adapt (for example, to fit the paper or render it as pen strokes), print, write and post it, and to share it with our service providers, only as needed to provide and improve the Services, keep them secure, and meet our legal obligations.

4.3 You promise that:

• you own your content or have every right, licence and permission needed to use it, and for us to use it as these terms allow;
• you have a lawful basis under data protection law (including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations) to give us each recipient's details and to send them what you send, and you've given recipients any information the law requires;
• you respect any recipient's objection to marketing, and keep and use your own suppression lists;
• your content, and our using it as you ask, doesn't break any law or anyone's rights, including intellectual property, privacy, confidentiality, consumer protection, advertising and defamation laws;
• if you import a brand, logo or website, it's yours, or you're allowed to use it.

4.4 We don't check your content. We're under no obligation to review, check or monitor it, and we're not responsible for it. We may still refuse, pause, remove or cancel anything that we reasonably think breaks these terms or the law, or could harm us, a recipient or anyone else.

4.5 Where you get data from. If you connect a CRM, shop or payment account, or ask us to read a website, you tell us to fetch that data for you, and you're responsible for being allowed to. We read only what's needed, and only with the access you give.

5. What you mustn't do

You must not use the Services, or let anyone else use them, to:

• send anything unlawful, threatening, harassing, abusive, hateful, discriminatory, obscene, defamatory or fraudulent, or anything that infringes anyone's rights;
• forge or imitate a signature, or make anything meant to be taken as a legal, financial or official document signed or written by a particular person, such as a will, deed, contract, cheque, prescription, certificate or ballot;
• impersonate any person or organisation, or mislead recipients about who a letter is from, in a way that's unlawful or causes harm;
• send unsolicited marketing to anyone who has objected to it, or in breach of data protection or marketing laws;
• send anything to a recipient you know doesn't want it, or that targets vulnerable people unfairly;
• send political, election or campaign material that doesn't meet the law's rules, including any imprint required;
• send anything hazardous, or ask us to post anything postal rules don't allow;
• copy, reverse engineer, scrape or resell the Services, our pen styles, our looks or our software, or use them to build a competing product, except as the law allows;
• interfere with, overload, probe or get round the security, rate limits or sandbox of the Services, or access anything you're not allowed to;
• use the API or connector in a way that isn't described in our documentation, or share your API keys or access with anyone not entitled to them.

6. Prices, payment and credits

6.1 Prices. Letters are priced in credits, the same for everyone: each takes the credits shown for the letter and its postage, and first class and posting abroad take more than second class. Credits are priced in pounds sterling, in the app and on our website. Business prices are shown before VAT; VAT is added at the current rate. We may change our prices at any time; a change doesn't affect an order you've already placed, or a plan or pack you've already paid for.

6.2 Paying. Payments are taken by our payment provider, Stripe. You must pay in full when you order, unless we've agreed otherwise in writing. If a payment fails or is reversed, we may cancel or pause the order, and any credits it bought.

6.3 Credits. Plans and packs give you credits, used for your orders before you pay anything more. Credits an order needs beyond those are bought with it.

• Plans renew automatically each year, and you're charged the plan's price on each renewal date, until you cancel. You can cancel at any time from your account; your plan then runs until the end of the year you've paid for, and doesn't renew. Credits from a plan expire when the plan renews or ends, and unused credits aren't refunded.
• Packs are paid for once. Pack credits don't expire while your account is open and we offer the Services. If we stop offering the Services, we'll give you at least 90 days' notice to use them.
• Credits have no cash value, can't be transferred, swapped or sold, and are never refunded as money, except where the law requires it (see clause 8.3).

6.4 Mistakes in prices. If we've shown a price that's obviously wrong, we may cancel the order, even after we've accepted it, and refund what you paid as clause 8.4 describes.

7. Orders, making and posting

7.1 Your order is an offer to buy. A contract is made when we confirm the order by email or in the app. Before you order, it's your responsibility to check the words, the look, the people, the addresses, the quantity and the price.

7.2 We make your letters to your design. Once you've ordered, we start straight away, so you can't change or cancel an order once it's placed, and there are no refunds once it's in production, unless we agree or clause 8 applies.

7.3 Timings. Any date or time we give for making, dispatch or delivery is an estimate only. Time is not of the essence. We're not responsible for delays outside our reasonable control, including delays by postal operators.

7.4 Posting. We hand posted letters to a postal operator. Delivery is the postal operator's responsibility once they have the letters, and is subject to their terms. For business customers, risk in the letters passes to you when we hand them to the postal operator, or to a courier for items sent to you. We're not responsible for letters lost, damaged or delayed after that, or for letters that can't be delivered because of the address you gave.

7.5 Items sent to you. Where we send letters to you (for example, boxed and unsealed), check them when they arrive, and tell us within 7 days of any damage or anything missing.

7.6 We may refuse or cancel an order, in whole or in part, before it's dispatched, if we reasonably think it breaks these terms, can't be made to our standards, or if something outside our control stops us. If we do, we'll refund what you paid for the part we cancel, as clause 8.4 describes, and we'll have no other liability for it.

8. If something's wrong

8.1 Tell us within 14 days of dispatch, at hello@verygoodletter.co, with your order number, what's wrong, and photos where you can. Many things aren't defects: see clauses 3.1 to 3.4.

8.2 Business customers. If a letter isn't made in line with your order because of our mistake, we'll, at our choice, remake and post it again, or refund the price of that letter as clause 8.4 describes. That is your only remedy for a faulty letter.

8.3 Consumers. Your letters are made to your specifications and personalised, so the right to cancel within 14 days for distance sales doesn't apply to them once we've begun. You agree that we start making them as soon as you order. You keep your rights under the Consumer Rights Act 2015: if what we provide is faulty or not as described, you may be entitled to a repair, replacement, repeat performance or refund. If you buy credits as a consumer, you may cancel that purchase within 14 days of buying them, for a refund of the credits you haven't used, to the card you paid with. Nothing in these terms affects your legal rights. Citizens Advice can tell you more.

8.4 How refunds are made. Any refund goes back the way you paid. Letters paid for with credits are refunded as credits, to your account. Card payments are refunded to the card you paid with. Credits themselves are never refunded as money, except as clause 8.3 allows a consumer.

9. The API, the connector and AI assistants

9.1 The API. You can use our API with keys made in your account. Live keys work on your real letters and can place real orders paid from your credits, if you give them permission; sandbox keys work only on test letters, and their orders are never made, posted or charged. Keep keys secret. You're responsible for everything done with your keys, and for your code. We may limit how often you call the API, and change or withdraw it, including any endpoint. We'll try to give notice of changes that would break your code, but don't promise to.

9.2 The connector. You can let an AI assistant (such as Claude, ChatGPT, Grok or Gemini) work on your letters through our connector, by signing in and allowing it. The assistant acts for you. Everything it does with your permission is done by you, including the words it writes, the people it adds and any order it places from your credits. You can disconnect it at any time from your account.

9.3 AI output is yours to check. Assistants can make mistakes, invent things, or misunderstand what you want. We don't control them and aren't responsible for what they write or do. Before you approve or order anything, check it, including every name, address and fact.

9.4 Third-party assistants and apps. Assistants, CRMs, shops and payment accounts you connect are provided by others under their own terms and privacy policies. We're not responsible for them, for their availability, or for what they do with data you choose to share with them, including anything our connector returns to an assistant at your request.

9.5 No guarantee. The API, the connector, integrations and any beta or preview features are provided "as is", may change or stop, and may not always be available.

10. Our intellectual property

10.1 We (or our licensors) own the Services and everything in them, apart from your content: the software, the API, the pen styles and the handwriting models behind them, the looks and templates, our brand, and our documentation. You may use them only to use the Services, as these terms allow.

10.2 If you send us ideas or feedback, we may use them freely, without paying you.

10.3 Letters we make for you, once paid for, are yours to send, but the looks, templates and pen styles in them remain ours.

11. Availability, suspension and ending

11.1 We aim to keep the Services available, but don't promise they'll always be available, uninterrupted, error-free or secure, or that they'll meet your needs. We may stop them for maintenance or for reasons outside our control.

11.2 We may suspend or close your account, or stop any API key or connection, at once and without liability, if you break these terms, don't pay, if we're required to by law, or if we reasonably think your use risks harm to us, our providers, recipients or others. Otherwise, we may close any account by giving 30 days' notice.

11.3 You may close your account at any time by emailing hello@verygoodletter.co. Closing it doesn't entitle you to a refund of credits or plan payments, except as clause 8.3 or the law requires; unused credits end when your account closes.

11.4 When your account closes, your right to use the Services ends, and we'll delete your content as our Privacy Policy describes. Any clauses that by their nature should continue (including clauses 4, 10, 12, 13, 15 and the Schedule) continue.

12. Our liability to you

12.1 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that the law doesn't allow us to limit or exclude.

12.2 Business customers. Subject to clause 12.1:

• we're not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profit, revenue, sales, business, contracts, customers, goodwill or reputation; loss of anticipated savings; loss, corruption or disclosure of data; wasted expenditure or management time; or any indirect or consequential loss, even if it was foreseeable;
• we're not liable for anything caused by your content, your data, your instructions, your code, your API keys, any assistant or app you connect, a postal operator, or anything outside our reasonable control;
• our total liability arising out of or in connection with these terms and the Services, in any 12-month period, is limited to the greater of £100 and the total amount you paid us in the 12 months before the event giving rise to the claim; and for a particular order, to what you paid for that order;
• except as expressly set out in these terms, all terms implied by law (including as to satisfactory quality and fitness for purpose) are excluded, as far as the law allows;
• you must bring any claim within 12 months of the date you became aware, or should reasonably have become aware, of it.

12.3 Consumers. We're responsible for loss or damage you suffer that's a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We're not responsible for loss or damage that isn't foreseeable. We provide the Services for domestic and private use only; if you use them for a business, we have no liability to you for any business loss.

13. Your responsibility to us (indemnity)

13.1 If you're a business customer, you'll indemnify us, our officers, employees, contractors and service providers, and keep us indemnified, against all claims, demands, losses, liabilities, damages, fines, penalties, costs and expenses (including reasonable legal fees) arising out of or in connection with:

• your content, including any claim that it, or our using it as these terms allow, infringes anyone's rights or breaks any law;
• your recipient data, and any complaint, claim or action by a recipient, a regulator (such as the Information Commissioner's Office) or anyone else about letters sent for you or data you gave us;
• your breach of these terms, including clauses 4 and 5, or of data protection, marketing or other laws;
• anything done using your account, your API keys or any assistant or app you connect.

13.2 We'll tell you promptly about any claim, let you conduct its defence at your cost (as long as you keep us informed and don't settle it in a way that admits fault for us or binds us without our consent), and give you reasonable help at your cost.

13.3 If you're a consumer, you're responsible to us for losses we suffer because you break these terms, as the law allows.

14. Things outside our control

We're not in breach of these terms, or liable, for any delay or failure caused by events outside our reasonable control, including failures or delays of postal operators, couriers, suppliers, hosting, payment or other service providers, power or internet failures, cyber attacks, strikes, shortages, pandemics, war, civil unrest, government action, fire, flood or severe weather. If it lasts more than 30 days, either of us may cancel any affected order, and we'll refund what you paid for anything not made, as clause 8.4 describes.

15. Changes to these terms

15.1 We may change these terms from time to time, for example to reflect new features, changes in the law or how we run the Services. The version and date at the top tell you which you're reading, and once they've changed, the end of this page says what changed.

15.2 For changes that materially affect you, we'll give you at least 14 days' notice by email or in the app before they take effect, unless the change is needed sooner for legal, security or regulatory reasons. If you don't agree, you may stop using the Services and close your account before the change takes effect; if you're on a plan, you may cancel it before then, so that it doesn't renew. If you keep using the Services after a change takes effect, you accept it.

15.3 The terms in force when you place an order apply to that order.

16. General

16.1 The whole agreement. These terms (with the policies and Schedule they refer to, and anything we agree in writing for a custom plan) are the whole agreement between us about the Services. You haven't relied on anything not set out in them. Nothing in this clause limits liability for fraud.

16.2 Transfers. We may transfer our rights and obligations to another organisation, for example if our business is sold; we'll tell you if we do, and it won't reduce your rights. You may not transfer yours without our written consent.

16.3 Our subcontractors. We may use subcontractors and service providers to provide the Services, and remain responsible for them as these terms set out.

16.4 If part of these terms is invalid, the rest still applies. If we don't enforce a right straight away, we can still enforce it later.

16.5 Third parties. No one other than you and us has any right to enforce these terms, under the Contracts (Rights of Third Parties) Act 1999 or otherwise, except as clause 13 provides for those it protects.

16.6 Notices. We'll contact you at the email address on your account, or in the app. You can contact us at hello@verygoodletter.co, or by post at our registered office.

16.7 Law and courts. These terms, and any dispute or claim arising out of or in connection with them or the Services (including non-contractual disputes), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you're a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Schedule: Data Processing Terms

These terms apply where we process personal data for you, as your processor, in providing the Services: chiefly your recipients' details and the letters you send them. They're intended to meet Article 28 of the UK GDPR.

1. Roles. For your recipient data and the content of your letters, you're the controller and we're your processor. For our own account, billing, security and marketing data, we're the controller (see our Privacy Policy).

2. What we process. Subject matter and purpose: making, personalising, printing, writing and posting your letters, and providing the app, API and connector. Duration: for as long as we provide the Services, and the retention periods in our Privacy Policy. Personal data: recipients' names, companies, postal addresses, any other fields you give us, and the words of each letter. Data subjects: your recipients, and anyone named in your content.

3. Your instructions. We process this data only on your documented instructions, which are these terms and how you use the Services (including through the API and any assistant you connect), unless the law requires otherwise; if so, we'll tell you unless the law forbids it. We'll tell you if we think an instruction breaks data protection law.

4. Our people. Anyone we authorise to process the data is bound by confidentiality.

5. Security. We take appropriate technical and organisational measures to protect the data, including encryption in transit, encrypted storage of connection credentials, access controls and logging of staff access to recipient data.

6. Sub-processors. You give us general authorisation to use the sub-processors listed in our Privacy Policy, and others we add. We'll update that list before any new sub-processor processes your data, and you may object on reasonable grounds by emailing us within 14 days; if we can't address your objection, you may close your account. We'll put data protection terms in place with each sub-processor that are no less protective than these, and remain responsible for them.

7. Transfers. Where we or our sub-processors process the data outside the UK, we'll make sure there are appropriate safeguards, such as UK adequacy regulations or the ICO's International Data Transfer Agreement or Addendum.

8. Helping you. Taking into account the nature of the processing, we'll give you reasonable help (at your cost, where it goes beyond the Services' own features) with requests from people exercising their rights, with security, with data protection impact assessments and with consultations with the regulator.

9. Breaches. We'll tell you without undue delay after becoming aware of a personal data breach affecting your data, with the information we reasonably can.

10. At the end. When the Services end, or when you delete it, we'll delete your recipient data, as our Privacy Policy describes, except where the law requires us to keep it (for example, order records for tax and accounting).

11. Audits. We'll make available the information reasonably needed to show we meet these terms, and allow for and contribute to reasonable audits, no more than once a year, on at least 30 days' notice, at your cost, subject to confidentiality.

12. Your responsibilities. You're responsible for having a lawful basis for the processing, for the accuracy of the data, for giving recipients the information the law requires, and for responding to their requests and objections. Clause 13 of these terms applies to any claim arising from your instructions or your data.