Terms & conditions

1. About these terms

ModernMail is a trading name of MODERNMAIL LIMITED, registered in England and Wales under number 14844040, at Suite 108, 19 Lever Street, Manchester, M1 1AN. You must be at least 16 to use the service, and if you order for a business you confirm you may agree to these terms on its behalf.

Nothing here takes away the rights you have as a consumer under UK law. We may update these terms from time to time; the date above shows the latest version, and an order is governed by the terms in force when it was placed.

2. Placing an order

You give us a document or write a letter on our website, tell us who to send it to and choose your options. We print it, put it in an envelope, apply postage and hand it to Royal Mail, which carries and delivers it under its own terms.

The price is shown before you pay. Your order is placed when your payment is accepted and we email you a confirmation with an order number. Please check your order before you pay: we print documents exactly as uploaded, to the addresses you give us, and do not proof-read or correct them.

Letters are personalised to your instructions and we start work as soon as your order is placed so it can be posted the same day. By ordering you ask us to begin immediately and accept that, once a letter has been printed or posted, the usual 14-day right to cancel no longer applies. Section 5 explains what you can still cancel and what we refund.

3. Your letters

You confirm that everything you send is yours to send, is lawful and does not infringe anyone's rights. You must not use the service to harass, threaten or deceive anyone, to send scams, hateful or defamatory material, or for anything else unlawful. You are responsible for having the right to write to the people you address letters to, and for their addresses being correct.

Uploads are checked for harmful, scam or phishing content, and anything flagged is reviewed by our team before any decision is made. We do not otherwise read your letters. If a letter breaches this section we may hold or cancel it; we will normally refund you and tell you why, but for seriously harmful content we may cancel without a refund, close your account and inform the authorities.

4. Posting and delivery

Orders placed before 4:45pm on a working day (Monday to Friday, excluding English bank holidays) are normally posted that day; later orders go out the next working day. For a fee shown at the time, we may offer to post a later order the same evening. You can also choose a later posting day, or a date you need the letter to arrive by, and we hold the order until then; until the morning of that day you can change the date or cancel for a full refund.

The arrival dates we show are Royal Mail's delivery aims for the service you chose. They are estimates, not promises, and we cannot guarantee a letter will arrive on a given day. Where a service is described as guaranteed, the guarantee is Royal Mail's. Tracking is available only on services that include it. Posting a letter through us is not formal service of a document; if you need particular proof, choose a tracked or signed-for service.

5. Cancellations and refunds

Before we start. While an order is paid for but nothing has been printed, labelled or packed, you can cancel it yourself from the order page for a full refund to the way you paid.

Once printing has started. You can ask us to cancel by contacting support. If the letter has not been posted we stop it and refund the postage; the printing and handling part of the price is kept because that work has been done. A same-day processing fee is refunded only if the whole order is stopped before any work began.

Once posted. A letter handed to Royal Mail cannot be recalled, changed or refunded, except as set out in section 6.

Before a letter is posted you can ask to change its postage, print or envelope; we charge or refund the difference. Refunds are sent within a few days of being agreed and usually show within 5 to 10 working days. We never deduct payment fees from a refund.

6. If something goes wrong

A file we cannot print. If a file will not open or print properly we hold the letter and email you a link to upload a replacement, charging or refunding any difference in pages. If we have had no reply after five working days we cancel the letter and refund it.

Our mistake. If we print or post a letter incorrectly, tell us and we will send it again at no charge or refund you, whichever you prefer.

In the post. Once posted, a letter is in Royal Mail's care. If it is late, lost or damaged, tell us: we can check tracking, send the letter again, and claim Royal Mail compensation where the service you chose provides it. We cannot refund a letter because it arrived later than its delivery aim, or because the address you gave was wrong or incomplete.

7. Prices, payment and credit

Prices are in pounds sterling and the price shown when you confirm payment is the price you pay. We are not registered for VAT, so no VAT is charged. Price changes do not affect orders already placed. If we discover a pricing error before an order is posted we will offer you the correct price or a full refund. You can pay by card, by PayPal where offered, or from account credit; our payment providers handle your card details and we never see a full card number.

Account credit can be spent only on our services, does not earn interest and cannot be transferred to anyone else. Credit you have paid for is refundable on request. Bonus credit we add to a top-up has no cash value, is never paid out, and is removed if the top-up is refunded or charged back.

Discounts. Volume discounts apply automatically. Discount codes cannot be combined with each other or used on an order paid with account credit, and we may withdraw a code that is misused.

8. Your files

Your documents are kept with your order so you can see what was sent and so we can help if something goes wrong. You decide how long we keep them: once every letter in an order has been posted you can destroy its files from the order page, or ask us to. Destroyed files cannot be recovered, by you or by us, and we can no longer help with questions about what the letter contained. See our privacy notice for what we keep.

9. Accounts, businesses and the API

Keep your details accurate and your password private; you are responsible for what is done through your account unless you have told us it has been compromised. You can close your account at any time by emailing us, once any paid letters have been posted or cancelled and any credit spent or refunded. We may suspend an account that breaches these terms, or while we look into a payment dispute.

Businesses. A business account belongs to the company named on it. Its primary user can invite colleagues and set what they may do; everyone in the business shares its addresses and credit, and the business is responsible for their orders. Where a business gives us its recipients' personal data, the business is the controller and we process it only on its instructions to print and post the letters, keeping it secure, using only the sub-processors described in our privacy notice, helping with data subject requests, and deleting it at the end of the service except for the records we must keep by law. This paragraph is our data processing agreement for the purposes of UK GDPR Article 28.

API and AI assistants. Coming soon. Once released, account holders will be able to create API keys to place orders from their own software or through an AI assistant connected to our MCP server. Orders placed that way will be paid from account credit and subject to these terms, and the key holder will be responsible for every order placed with their keys.

10. Our responsibility to you

We are responsible for loss that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss caused by something outside our reasonable control, including postal delays and strikes, or by a wrong address, an unsuitable file or other information you gave us. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Business customers only. Our total liability for an order is limited to the amount you paid for it, and we are not liable for loss of profit, business, goodwill or data, or for indirect or consequential loss.

11. General

These terms are the whole agreement between us. If any part is found invalid the rest still applies. We may transfer our rights to a business that takes over the service and will tell you if we do. These terms are governed by the law of England and Wales; if you are a consumer living in Scotland or Northern Ireland you can also bring proceedings there, and for business customers the courts of England and Wales have exclusive jurisdiction.

12. Contact and complaints

Email info@modernmail.co.uk, call 07392 817702 (Monday to Friday, 9:00 to 17:30), use the chat on the website, or write to us at the address above, quoting your order number. If you are unhappy with how we have handled a problem, tell us and we will look at it again. If we cannot resolve a complaint, you may be able to refer it to an alternative dispute resolution provider; we will tell you whether we are willing to take part when we reply.