Refund and Cancellation Policy

01At a glance

This policy applies to the digital Letter Mysteries experience, including The Last Train to Alderwick, its managed account, and its private Case Room.

02Refunds before access begins

If you contact us before your personal case is first accessed, or before a gift recipient claims the gift, we will arrange a refund for the relevant purchase after confirming the order.

For a gift, the buyer can request the refund before the recipient uses the invitation to claim the case. Once the gift has been claimed, the digital handoff has begun and the after-access rule below applies.

Send the request to hello@lettermysteries.com from the purchase email where possible. Include the order email and whether the route was personal monthly, prepaid, or gift.

03After access begins

Once you have entered the Case Room, opened or accessed the first private case material, or a gift has been claimed by its recipient, we do not offer a refund except where applicable consumer law requires one.

This rule reflects the nature of a digital mystery. Access begins when the private material is made available to the account or when the recipient completes the gift claim, rather than when a later monthly letter is opened.

If you believe a legal right gives you a refund or another remedy, contact us and explain the circumstances. We will preserve those rights and review the request under the law that applies to you.

04Cancelling the personal monthly route

The personal monthly route is $14.97 per month for six scheduled payments. If you no longer want a future payment, contact hello@lettermysteries.com before the next scheduled charge and ask us to cancel the remaining scheduled charges.

Cancellation applies to future charges once confirmed. It does not automatically reverse a charge that has already been processed. The six-payment limit still applies, and the monthly route does not continue after payment six.

The $74 list price for both prepaid and gift routes is reduced automatically by 10% to $66.60, saving $7.40 with no code required. Each route is paid once and has no recurring charge to cancel, although the refund timing above still applies.

05If delivery or access has a problem

Letter Mysteries is delivered digitally through a managed account, private Case Room, and service email. If an invitation, monthly release, or account connection is missing, email us as soon as you notice it.

Include the email used at checkout or for the invitation, the order or account details you have, and a short description of what happened. We will check the payment or gift status, correct the handoff where possible, and work to restore access.

If a problem cannot be corrected and the promised digital service cannot be provided, contact us so we can discuss the appropriate remedy. This does not remove any consumer right that applies to you.

06How to contact us

Send refund, cancellation, or access requests to hello@lettermysteries.com. To help us find the right record, include your name, checkout or account email, purchase route, and the date of the request.

Written correspondence can be sent to:

We will reply using the contact details connected to the purchase or request where possible.

07Consumer rights

This is a conservative policy for a digital product. It does not limit cancellation, refund, repair, replacement, price, or other rights that applicable consumer law gives you. Where a legal right conflicts with this policy, the legal right applies.

We may update this policy when the purchase flow or service changes. The date at the top of this page identifies the current version.

For the wider purchase rules, read the Terms of Purchase. For information handling, read the Privacy Notice.