Time Told™ Letters
a trading name of Time Told Ltd
Last updated: 27 April 2026
This Refund Policy explains when you are entitled to a refund from Time Told™ Letters, how to request one, and how long it will take to process. It should be read alongside our Subscription & Cancellation Policy. We want every subscriber to have a positive experience. If something has gone wrong, please contact us and we will do our best to put it right.
The table below gives an overview of refund eligibility across common situations. Full details for each scenario are set out in the sections that follow.
| Situation | Refund Eligibility | Details |
|---|---|---|
| Cancelled within 14-day cooling-off period, no letter received | Full refund | Processed within 14 days of cancellation notice |
| Cancelled within 14-day cooling-off period, letter already received | Partial refund | Full refund less a proportionate deduction for the letter delivered |
| Cancelled after 14-day cooling-off period | No refund | Subscription remains active until end of paid billing cycle |
| Letter not received (non-delivery) | Replacement or refund | We will resend or refund the affected month at our discretion |
| Letter arrived damaged | Replacement or refund | Contact us within 14 days of expected delivery with evidence |
| Gifted subscription: cancelled within cooling-off period | Full refund to gift buyer | Cooling-off period runs from date of purchase, not activation |
| Gifted subscription: activated, cooling-off period passed | No refund | Non-refundable once activated outside of cooling-off period |
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your subscription within 14 days of purchase and receive a full refund. This right applies regardless of which subscription plan you have chosen.
If you cancel within the 14-day cooling-off period and no letter has yet been dispatched to you, you are entitled to a full refund of the amount paid. We will process your refund within 14 days of receiving your cancellation notice.
If you cancel within the 14-day cooling-off period but a letter has already been dispatched and received, we reserve the right to deduct a proportionate amount from your refund to reflect the portion of the service already delivered.
In practice, this means we will refund the full amount paid, minus the equivalent of one month's subscription at the standard 1-Month Plan rate. We will set out the calculation clearly before processing the refund.
To exercise your right to a refund within the cooling-off period, you must first notify us that you wish to cancel. Please contact us using one of the following:
Once we have received your cancellation notice, we will confirm receipt and process your refund within 14 days. Refunds are returned to the original payment method used at the time of purchase.
Once the 14-day cooling-off period has passed, we do not offer refunds for unused months or the remainder of a billing cycle. This applies to all subscription plans (Monthly Rolling, 6-Month, and 12-Month).
When you cancel outside of the cooling-off period, your subscription will remain active until the end of the billing period you have already paid for. No further automatic renewals will occur after that point. See our Subscription & Cancellation Policy for full details on how cancellation works.
We understand that sometimes things happen that are outside of your control. In exceptional circumstances, such as a serious illness or bereavement, we will consider refund requests on a case-by-case basis at our discretion.
If you believe your circumstances warrant an exception, please contact us at mail@timetoldletters.com and we will respond as sympathetically and promptly as we can.
We take care to ensure your letters are posted on time each month. However, postal delays and occasional losses do happen, particularly with Royal Mail.
If your letter has not arrived within 7 working days of the expected delivery date, please contact us at mail@timetoldletters.com. Please include:
We will investigate and, where we are satisfied the letter has been lost in transit, we will offer you either:
If a letter is undelivered due to an incorrect address having been provided at the point of subscription, we are not able to offer a refund. Please ensure your delivery address is accurate and up to date. You can update your address by contacting us at mail@timetoldletters.com.
If your letter arrives damaged to the point where it cannot be reasonably read or enjoyed, please contact us within 14 days of the expected delivery date. Please email mail@timetoldletters.com with:
Where we are satisfied the letter was damaged in transit or dispatch, we will offer a replacement or a credit equivalent to one month's subscription. We are unable to accept damage claims after 14 days of the expected delivery date.
We are not responsible for damage caused after delivery, including damage caused by the recipient.
If you have purchased a Time Told™ Letters subscription as a gift for someone else, please note the following in relation to refunds:
All refunds are returned to the original payment method used at the time of purchase. We process payments via Stripe, and refunds will be credited back to the card or payment method you used when subscribing.
We are not able to issue refunds to a different payment method or as cash.
Once a refund has been approved and processed by us, please allow:
We will confirm when a refund has been processed by email. If you have not received your refund within the timeframes above, please contact your bank before getting in touch with us, as processing times can vary.
Where we have given notice of a price change and you choose not to continue your subscription at the new price, you may cancel before your next renewal date with no penalty. If you have already been charged at a new price that you were not adequately notified of, please contact us and we will review the situation and issue a refund where appropriate.
If you are unhappy with our handling of a refund request, please contact us directly in the first instance so we have the opportunity to resolve the matter:
Time Told™ Letters
Email: mail@timetoldletters.com
Instagram: @timetoldletters
Website: www.timetoldletters.com
If we are unable to resolve your complaint to your satisfaction, you may seek further assistance from:
You also retain the right to pursue a claim through the UK courts.
We may update this Refund Policy from time to time. The most current version will always be available on our website. Where changes are material, we will notify active subscribers by email with reasonable notice before they take effect.
This Refund Policy has been prepared in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.