Refund Policy
Refund policy for the North Pole Pack: a delivered pack isn't refundable except where the law says so; letters lost to our faults aren't counted.
- Effective from
- 2026-10-23
- Page last updated
- 2026-10-23
- Free letters
- 3 a day on each device, no account needed; free, so there is nothing to refund
- North Pole Pack
- $3.99, one-time payment; no subscription, so there is nothing to cancel
- North Pole Pack contents
- 20 more letters, a Nice List certificate in 4 designs, a matching envelope, 2 more stationery designs and a handwritten font
- North Pole Pack checkout
- Not open yet
- A North Pole Pack already delivered
- Not refundable, except where the law requires otherwise
- A letter that fails because of a fault on our side
- Not counted against your free letters or your pack
- A letter you'd like to word differently
- Not a fault; every sentence can be edited before you print
- Where the law gives you a refund
- Paid by our merchant of record, Waffo Pancake (waffo.ai), to the way you paid; the pack it covers is cancelled
- Questions
- Email hello@letterfromsanta.app with your order number
Last updated: 2026-10-23
This refund policy covers the North Pole Pack sold on Letter from Santa. The pack is a one-time purchase with no subscription, so there is nothing to cancel, and the free letters cost nothing. Please read it before you buy: a North Pole Pack that has been delivered is not refundable, except where the law requires otherwise.
Refunds and a delivered pack
Your North Pole Pack is delivered as soon as your payment goes through: its 20 extra letters, Nice List certificate, envelope, 2 stationery designs and handwritten font unlock right away. From then on the pack is not refundable, whether you have used it or not, except where the law requires otherwise.
If you aren't sure the letters suit your family, write a free one first. You get 3 a day without an account, so you can read a real letter for your own child before you pay anything. Checkout for the pack is not open yet.
Letters that fail because of a fault on our side
If a letter fails because of a fault on our side, it isn't counted: you don't need to ask. A letter only uses up one of your free letters (or, once the pack is on sale, one of your pack letters) after it has been written and sent back to your screen, so a letter that fails along the way costs you nothing and you can simply try again. If you ever see a letter used up without one appearing, email us and we'll put it back.
A letter you'd like to word differently is not a fault. Every sentence can be edited before you download or print it, as our terms of service explain.
Refunds required by consumer law
Nothing in this policy takes away rights you have under consumer law where you live. If the law gives you a right to a refund, email us with your order number and we'll arrange it.
Payments are processed by our merchant of record, Waffo Pancake (waffo.ai), which also handles taxes and refunds. A refund goes back to the card or account you paid with, and the pack it covers is cancelled. How long the money takes to reach you depends on Waffo Pancake and your bank, not on us. If we ever change merchant of record, we'll update this page.
How to contact us about a payment
Email hello@letterfromsanta.app with:
- your order number, from your receipt;
- the email address you paid with;
- what went wrong.
Please allow a few working days for a reply. Please write to us before disputing the charge with your bank; we can usually sort it out faster.
Other things to know
- A pack cancelled because the terms of service were broken is not refunded, except where the law requires otherwise.
- A North Pole Pack works only on this website and can't be exchanged for cash.
Prices and what the pack includes are on the pricing page, and what we keep about you is in the privacy policy.