# General Terms and Conditions

_Last updated: 6 October 2026_

**In short:** We print the PDF you upload, or the letter your connected AI assistant composes, in Luxembourg. We put it in an envelope with the address printed directly on it and hand it to POST Luxembourg for delivery. You pay in advance, by card or from prepaid credit, and you see the full price including VAT before you confirm. You can cancel a letter until production starts, and unused credit is refundable on request. Once a letter has been printed, the consumer right of withdrawal no longer applies to it. After handover, delivery is in the hands of the postal operators, so we cannot guarantee delivery times. This summary is only a guide: the numbered terms below are what apply.

## 1. Scope, parties and definitions

**1.1** These General Terms and Conditions (the "Terms") apply to your use of Print and Mail Company at printandmailcompany.com, whether you use our website, our MCP server or our API, and to every order and top-up you make.

**1.2** The service is provided by LeFaLux vGmbH, 40 rue du Travail, L-2625 Beggen, Luxembourg, registered with the Luxembourg Trade and Companies Register (RCS) under number B298899, VAT number LU36784104 ("we", "us", "our"). "You" means the person or organisation that holds the account and uses the service.

**1.3** In these Terms:

- **Consumer** means a natural person who uses the service for purposes outside their trade, business, craft or profession.
- **Business customer** means anyone who is not a consumer, for example a company, sole trader, association or public body.
- **Letter** means a document you submit for printing and mailing, together with the options you choose for it.
- **Order** means your request to print and mail one letter.
- **Credit** means the prepaid balance in your account.
- **Connected app** means an AI assistant or other software that you connect to your account, either through our MCP server with OAuth sign-in or with an API key.
- **Business day** means Monday to Friday, except public holidays in Luxembourg.
- **Postal operators** means POST Luxembourg and the partner postal operators that carry and deliver letters outside Luxembourg.

**1.4** Some provisions apply only to consumers or only to business customers; we say so where this is the case. Nothing in these Terms takes away or limits rights that consumers have under mandatory law.

**1.5** Our [Acceptable Use Policy](/legal/acceptable-use) forms part of these Terms. For business customers, our [Data Processing Agreement](/legal/dpa) also forms part of these Terms (see Section 22). Our [Privacy Policy](/legal/privacy) and [Cookie Policy](/legal/cookies) explain how we handle personal data.

**1.6** A business customer's own terms and conditions do not apply, even if we do not expressly object to them.

## 2. Eligibility and your account

**2.1** You need an account to send letters. You can sign up with an email address and password, with a sign-in link sent by email, or with Google sign-in.

**2.2** You must be at least 18 years old and have full legal capacity. If you open an account for a company or another organisation, you confirm that you are authorised to act for it; the organisation is then our customer.

**2.3** The information you give us must be accurate and complete, and you must keep it up to date. This applies in particular to your email address, because we send order confirmations, status updates and notices about these Terms there. We may ask you to confirm your email address and, where we have reasonable grounds (for example to prevent fraud), to verify your identity or business details.

**2.4** Keep your login details secret and do not share your account. If you suspect that someone else has gained access to it, change your password and contact us immediately at support@printandmailcompany.com.

**2.5** API keys and connected apps are your responsibility. Treat an API key like a password: anyone who has it can use your account within the permissions it grants. Only connect apps you trust. You can revoke API keys and disconnect apps at any time in your account settings.

**2.6** Orders and other actions carried out through your account, your API keys or your connected apps count as your own. This does not apply where they were carried out without your authorisation and you were not at fault, for example because our systems were compromised.

**2.7** Your account is personal and cannot be transferred. You may not open a new account to get around a suspension or another restriction.

## 3. Our service and what is not included

**3.1** For each letter you order, we:

- check your PDF automatically for printability: A4 page size, a free margin of 9 mm on every side, page count and colour content;
- print it single- or double-sided, in black and white or in colour, on standard A4 paper;
- fold it as needed for the envelope you choose (DL: folded twice; C5: folded once; C4: not folded);
- print the recipient address directly on the envelope, together with your return address or, if you don't give one, our company return address, and put your letter inside;
- frank the envelope and hand it over to POST Luxembourg as a standard or a registered letter; and
- keep you informed by email as the letter moves through the statuses "Paid", "In production", "Printed" and "Posted". For registered letters, we also give you the tracking number.

**3.2** We also provide tools that help you prepare letters, such as an address book, our MCP server (including a tool that turns text written by your AI assistant into a formatted A4 letter) and our REST API.

**3.3** We do not carry or deliver letters ourselves. Delivery is carried out by the postal operators (see Section 12).

**3.4** The following are currently not part of our service: parcels or goods; postcards; window envelopes; custom or special paper; stamps sold separately; scanning of incoming mail; bulk mail merge from CSV files; same-day delivery; return receipts (acknowledgement of receipt) for registered letters; and tracking for standard letters.

**3.5** We do not give legal advice. We do not check whether your letter is correct, complete or legally effective, whether it meets a deadline or a formal requirement, or whether you have chosen the right recipient. We do not certify the content of letters: a registered letter shows that a letter was sent and delivered, not what it contained.

**3.6** Typical production and delivery times that we mention on our website, for example in our [FAQ](/faq), are estimates, not guaranteed deadlines.

## 4. How a contract is formed

**4.1** When you open an account, you accept these Terms and conclude a free framework contract with us. It does not oblige you to order anything.

**4.2** To order a letter on our website, you go through these steps:

1. Upload a PDF, or have your connected AI assistant compose the letter.
2. Our automatic check marks any problems on page thumbnails. You can fix them with "shrink to fit margins" or by uploading a corrected file. You cannot continue until every page passes.
3. Choose single- or double-sided printing, black and white or colour, the envelope size (we pre-select the smallest suitable envelope; you can always choose a larger one) and standard or registered mail.
4. Enter the recipient address and, if you wish, your own return address.
5. Check the summary, including the exact price with VAT. Until you confirm, you can go back and correct any entry.
6. Confirm the order and pay, from your credit or by card.

**4.3** By confirming, you make a binding offer to us to print and mail that letter. We then send you an email confirming that we have received your order and payment (status "Paid"); this is not yet our acceptance. The contract for the letter is concluded when we start production (status "In production"). If we do not accept your order, we tell you and return the full price to your credit.

**4.4** A contract for a top-up of credit is concluded when your payment succeeds and the amount is added to your credit. This also applies when you pay for a letter by card at checkout: the amount you pay is added to your credit, and the price of the letter is deducted from it.

**4.5** Orders made through a connected app or our API follow the same principles. A draft letter shows the exact price and costs nothing. You make your offer only when you explicitly confirm that the letter should be sent (see Section 17).

**4.6** We may decline an order, for example if it breaches these Terms or the law, if POST Luxembourg does not serve the destination, if the payment fails, or if we have reasonable grounds to suspect fraud or misuse.

**4.7** The contract language is English (see Section 28).

**4.8** We store the details of each order (options, addresses, price and status) in your account, together with your invoices. Uploaded PDFs and print files are deleted automatically 30 days after the letter was posted, or after upload if the letter is never sent. These Terms are always available at [/legal/terms](/legal/terms), where you can save or print them. We recommend that you keep a copy of the version that applies when you order.

## 5. Your obligations and content rules

**5.1** You decide what your letters say and to whom you send them, and you are responsible for this. Your letters and your use of the service must comply with the law and with these Terms.

**5.2** You must hold all the rights needed for the content you submit, including copyright, trademark, image, privacy and data protection rights. You keep all rights in your content. You grant us a non-exclusive, royalty-free licence to store, process, print and send your content, including by handing it to the postal operators, to the extent and for as long as this is needed to provide the service and as described in our Privacy Policy.

**5.3** You must enter recipient addresses correctly and completely, in a form that postal operators can process. We print the recipient address on the envelope as you enter it. An address that appears inside your PDF is not used for delivery. We may make purely formal adjustments that postal rules require, for example to the way the country is written, without changing the address itself.

**5.4** You must not use the service for content or purposes that our [Acceptable Use Policy](/legal/acceptable-use) prohibits. In particular, letters must not:

- be illegal, or serve to commit or prepare a criminal offence;
- threaten, harass, stalk or intimidate anyone, or incite hatred or violence;
- be fraudulent or misleading, for example fake invoices, scams, phishing or letters that falsely appear to come from an authority, a court or another organisation;
- be defamatory, or infringe intellectual property, privacy or data protection rights;
- contain child sexual abuse material or any other content that is illegal to possess or distribute; or
- breach sanctions, or advertising or direct marketing rules that apply to you.

**5.5** Our letters contain only the printed pages of your document. You cannot add enclosures, goods, money or valuables. This also complies with POST Luxembourg's rule, in force since 1 January 2026, that registered letters may contain documents only.

**5.6** This is how we deal with content:

- We do not routinely read or review the content of letters. Our staff handle printouts physically during production but do not read them.
- Our automatic checks are purely technical (page size, margins, page count and colour). They do not assess what a letter says.
- If we receive a report (see our [Legal Notice](/legal/imprint)), or otherwise become aware of specific indications that a letter or an account breaches the law or these Terms, a member of our team reviews the case.
- Depending on the case, we may hold a letter, refuse to print or post it, delete content, or suspend or close the account (see Section 21). If we refuse or stop a letter, we return the amount you paid for it to your credit, as set out in our Acceptable Use Policy. Where the law requires it, for example if we learn of a threat to someone's life or safety, we inform the authorities.
- We tell you about such decisions and the reasons for them, unless the law prevents us from doing so. You can ask us to review a decision by replying to our message or by writing to support@printandmailcompany.com. Your right to go to court is not affected.
- Letters are often posted on the day they are paid for. Once a letter has been handed to POST Luxembourg, we can no longer stop it.

## 6. Documents, automatic checks and print tolerances

**6.1** Documents must be PDF files of no more than 20 MB and 250 pages, and must not be password-protected. Pages should be A4 in portrait format. If your pages have a different size, we ask you before we scale them to A4.

**6.2** Keep a free margin of 9 mm on every side of every page, without text, images or background colour. Our printers need this area to handle the paper.

**6.3** Our automatic check marks problem areas in red on page thumbnails. You cannot send a letter until every page passes.

**6.4** "Shrink to fit margins" is optional. It scales pages down so that they fit within the margins, which makes everything on the page slightly smaller. Using it is your choice, so please check the result in the preview, especially small text. We are not responsible for the layout or legibility of pages you have chosen to scale.

**6.5** We print what your final PDF shows, as our print system renders it. We do not proofread, correct or complete your document, and we do not check spelling, page order, signatures or legal effect. Passing the automatic check only means that a document can be printed, not that its content is correct.

**6.6** Printing involves normal technical tolerances. The following are not defects:

- colours that look different from your screen, because screens and printers reproduce colour differently;
- slight variations in colour, density, sharpness or the position of the print on the page;
- very fine lines, very small text or low-resolution images that print less clearly than they appear on screen;
- differences caused by fonts that are not embedded in the PDF or by unusual PDF features (we recommend embedding all fonts);
- folds that cross text or images: letters in DL envelopes are folded twice and letters in C5 envelopes once, so choose C4 if your document should arrive unfolded; and
- shades of grey instead of colours when a colour document is printed in black and white. Colour printing applies to the whole document. If you choose black and white for a PDF that contains colour, we warn you before you send it.

**6.7** Keep your own copy of every document. We delete uploaded PDFs and print files automatically 30 days after the letter was posted, or after upload if it is never sent, and we cannot restore them afterwards.

## 7. Prices and VAT

**7.1** The price of a letter is made up of the envelope, the paper per sheet, printing per printed page, postage (based on POST Luxembourg's letter tariff plus our handling charge) and, if you choose it, the registered mail option. Our current prices are on our [pricing page](/pricing). Before you confirm, you see the full price and its components.

**7.2** All prices include Luxembourg VAT at 17%. VAT applies to the whole price, including postage.

**7.3** There is no subscription, monthly fee or setup fee. Apart from the price of your letters, you only pay a processing fee or a card surcharge under Sections 9 and 10 where one applies, and it is always shown before you pay.

**7.4** The price shown when you confirm a letter is final for that letter.

**7.5** We may change our prices for future orders. If POST Luxembourg changes its tariffs, we adjust our prices accordingly. New prices apply only to orders confirmed after the change; the price of a letter you have already paid for does not change, even if it is handed over after the change. Your credit is an amount of money: price changes do not reduce it, although they change how many letters it pays for.

**7.6** If a price is obviously wrong because of a technical or typing error, for example a price clearly far below our published prices, no contract is concluded at that price. We will tell you before production starts. You can then order at the correct price or cancel; if you cancel, we return the full amount to your credit or, if you prefer, to your payment method.

**7.7** We issue an invoice or receipt with VAT for every letter and every payment, available in your account. You agree to receive invoices electronically.

## 8. Currencies

**8.1** Your account currency can be EUR, USD, GBP or CHF. You choose it when you sign up, and it cannot be changed after your first payment. Your credit is held, and prices are shown and charged, in your account currency.

**8.2** Our prices are set in euros. For accounts in USD, GBP or CHF, we convert them at the latest euro reference rate published by the European Central Bank (ECB), plus a currency margin of 12%. The converted price is shown before you confirm and is fixed at the moment you pay.

**8.3** If your card is in a different currency from your account, your card issuer may convert the amount and charge its own fees. We have no influence on these.

**8.4** Refunds are made in your account currency. We are not responsible for exchange rate differences on your side, for example if your card is in another currency.

## 9. Prepaid credit

**9.1** Our service works with prepaid credit: you load credit by card, and the price of each letter is deducted from it. The minimum top-up is CHF 10.00 / €10.00 / £10.00 / US$10.00. Whatever you load beyond the price of a letter stays in your account as credit for future letters.

**9.2** You can also pay for a single letter with an amount below the minimum top-up. A processing fee of CHF 0.50 / €0.50 / £0.50 / US$0.50 then applies. It is shown before you pay, and you can avoid it by loading at least the minimum amount or by paying from existing credit.

**9.3** Credit can only be used to pay for our services. It does not earn interest.

**9.4** Credit does not expire as long as your account exists.

**9.5** You can ask us at any time to refund your unused credit, for example by email to support@printandmailcompany.com. We refund it without undue delay to the payment method or methods you used to load it. Processing fees and card surcharges already charged are not refunded, except where Section 16 or mandatory law provides otherwise. If a refund to the original payment method is no longer possible, we agree another way with you, such as a bank transfer to an account in your name.

**9.6** Credit cannot be transferred to another account or person, sold, or paid out other than as a refund under Section 9.5.

**9.7** We may deduct from your credit amounts you owe us under these Terms, if they are undisputed or have been established by a court. Business customers may only set off their own claims against ours if those claims are undisputed or have been established by a final court decision.

## 10. Payment and card surcharges

**10.1** Card payments are processed by Stripe. We accept Visa, Mastercard, American Express and the other payment methods Stripe shows at checkout, such as Apple Pay or Google Pay where available. We never see or store your full card number.

**10.2** Payment is due when you confirm an order or a top-up. We start production only after payment has been completed.

**10.3** Some cards cost us considerably more to accept than others. Cards issued outside the European Economic Area (EEA), including cards issued in the United Kingdom, therefore carry a card surcharge. The surcharge is always shown as a separate line before you pay and never exceeds our direct costs of accepting the card (Article 62(3) of Directive (EU) 2015/2366, "PSD2"). We never charge a surcharge on consumer cards issued in the EEA (Article 62(4) PSD2). If you prefer, you can use another card or payment method to which no surcharge applies.

**10.4** If you think a payment is wrong, please contact us first; we can usually resolve it faster than your bank. If you dispute a payment with your bank or card issuer (a chargeback) without good reason, for example for a letter that we printed and posted as ordered, we may suspend your account until the matter is resolved, deduct the disputed amount from your credit or ask you to pay it again, and charge you the costs we incur, such as dispute fees charged by our payment provider. This does not apply if the chargeback was justified.

**10.5** If a payment fails or is reversed, we do not start production. If a letter has already been printed or posted, its price remains payable.

## 11. Production and handover

**11.1** After payment, we print, fold and envelope your letter, frank it and hand it over to POST Luxembourg.

**11.2** Letters paid for by 12:00 noon Luxembourg time on a business day are usually printed and handed over to POST Luxembourg on the same business day. Letters paid for later are usually handed over on the next business day. These times are targets, not guaranteed deadlines.

**11.3** Production may take longer, for example because of high volumes, technical problems, a review under Section 11.4, supply problems, operational changes at POST Luxembourg or events under Section 24.

**11.4** We may hold a letter for review before production if there are specific indications that it breaches these Terms or the law, or that the payment is fraudulent. We will tell you. If we then decide not to send the letter, we return its full price to your credit, unless the payment itself was fraudulent.

**11.5** Our service for a letter is complete when we hand it over to POST Luxembourg. Its status then changes to "Posted".

**11.6** If your letter must arrive by a certain date, for example to meet a notice period, send it early enough. Allow for production, postal transit and possible delays, and consider registered mail. We cannot guarantee that a letter arrives by a particular date.

## 12. Delivery and transfer of risk

**12.1** After handover, POST Luxembourg carries your letter under its own conditions; outside Luxembourg, partner postal operators deliver it. We have no control over how the postal operators process, transport or deliver letters.

**12.2** Transit times depend on the destination and on the postal operators. Typical transit times are estimates, not guarantees. Customs checks, the handling of letters by foreign postal operators, strikes and other disruptions in the postal network are outside our control.

**12.3** We can only send letters to destinations that POST Luxembourg serves. Postal services to some countries may be suspended or restricted, for example because of conflicts, sanctions or natural disasters. If, for this reason, we cannot hand over a letter you have already paid for, we return its full price to your credit.

**12.4** Our responsibility for a letter ends when we hand it over to POST Luxembourg. After that, we are not responsible for loss, damage, delay or incorrect delivery, except where mandatory law provides otherwise. Standard letters cannot be tracked, so we cannot trace them after handover. For registered letters, see Section 13.

## 13. Registered mail

**13.1** Registered letters are sent as POST Luxembourg registered letters ("recommandé" / "Einschreiben") and are delivered against the recipient's signature. We show the tracking number in your account and send it to you by email, and you can follow the letter on post.lu. How much tracking information is available abroad depends on the postal operator in the destination country.

**13.2** We currently do not offer return receipts (acknowledgement of receipt cards). Tracking shows the delivery status of a letter, not its content.

**13.3** Whether a registered letter sent through us meets a legal or contractual requirement, for example for terminating a contract, depends on the law and the contract that apply to you. Please check this before you send it. We cannot give legal advice.

**13.4** Claims for loss of or damage to registered letters are governed by POST Luxembourg's terms, and compensation is limited to what those terms provide. Because we are the sender towards POST Luxembourg, we help you by filing the claim with POST Luxembourg; please give us the information we need. Claims are subject to deadlines, so contact us promptly if a registered letter does not arrive. We pass on to you any compensation that POST Luxembourg pays us for your letter.

## 14. Undeliverable and returned letters

**14.1** If a letter cannot be delivered, for example because the address is incomplete or the recipient refuses it, the postal operator returns it to the return address printed on the envelope.

**14.2** If you gave your own return address, returned letters go directly to you.

**14.3** If you did not give a return address, our company address is printed as the return address, and returned letters come to us. We identify them by the reference code printed on the envelope, without opening them, and notify you by email. We keep returned letters for 30 days and then destroy them securely. We do not forward returned letters; if you want a letter sent again, please place a new order.

**14.4** Without your own return address, the recipient sees our company address as the return address. If the recipient needs to know who you are, make sure the letter itself says so.

**14.5** We do not refund the price of a letter that cannot be delivered because of an incorrect or incomplete address you entered, or because the recipient refuses or does not collect it. If we printed the address differently from what you entered, Section 15.2 applies.

## 15. Cancellation by you and errors on our side

**15.1** You can cancel a letter in your account, or through a connected app, as long as production has not started, that is, while its status is "Paid". The full price of the letter then goes back to your credit, which you can use for other letters or have refunded under Section 9.5. Once production has started, the letter can no longer be cancelled.

**15.2** If we make a mistake, for example if we print something other than your final PDF, print the address differently from what you entered, use other options than you chose, damage the letter during production or fail to hand it over, please tell us. At your choice, we reprint and resend the letter free of charge or return its price to your credit.

**15.3** Please report errors as soon as possible so that we can investigate them. Business customers must report errors within 30 days after the letter was posted or should have been posted; later claims based on such errors are excluded, unless we acted intentionally or with gross negligence.

**15.4** We are not responsible for problems caused by your document (such as its content, spelling, layout or page order), by options you chose (such as "shrink to fit margins" or black and white printing), by an address you entered incorrectly, by normal print tolerances (Section 6.6), or by the postal operators after handover (Section 12).

**15.5** This Section does not limit the statutory rights of consumers. Our liability is governed by Section 19.

## 16. Right of withdrawal for consumers

**16.1** If you are a consumer, you have the right to withdraw from a contract with us within 14 days without giving any reason. The withdrawal period ends 14 days after the day the contract was concluded: for a letter, the day production starts (Section 4.3); for a top-up, the day your payment succeeds (Section 4.4).

**16.2** To withdraw, inform us of your decision by a clear statement, for example by email to support@printandmailcompany.com or by letter to LeFaLux vGmbH, 40 rue du Travail, L-2625 Beggen, Luxembourg. You can use the model withdrawal form in the Annex, but you do not have to. To meet the deadline, it is enough to send your statement before the withdrawal period ends.

**16.3** We print letters quickly, at your request. When you confirm a letter, on our website or through a connected app, you expressly request that we start production immediately, during the withdrawal period, and you acknowledge that you lose your right of withdrawal for that letter once it has been printed (Article L. 222-9 of the Luxembourg Consumer Code; Article 16(a) of Directive 2011/83/EU).

**16.4** If you withdraw from the contract for a letter after production has started but before you have lost your right of withdrawal, you pay us an amount proportionate to what we have done until you informed us of your withdrawal, compared with the full service (Article 14(3) of Directive 2011/83/EU). We refund the rest. Before production starts, you can simply cancel the letter under Section 15.1.

**16.5** If you withdraw from a top-up, we refund the part of that top-up that you have not yet used for letters, together with a proportionate share of any processing fee and card surcharge you paid on it.

**16.6** We make refunds under this Section without undue delay and no later than 14 days after we receive your withdrawal. We use the same payment method you used for the original payment, unless you expressly agree otherwise. You are not charged any fees for the refund.

**16.7** You can end the free framework contract for your account at any time by deleting your account (Section 21.1).

**16.8** Business customers have no right of withdrawal.

## 17. AI assistants, MCP and API

**17.1** You can connect AI assistants and other software to your account through our MCP server at https://printandmailcompany.com/mcp, using OAuth sign-in or an API key, or through our REST API at https://printandmailcompany.com/api/v1. Some tools, such as price quotes, work without signing in.

**17.2** Connected apps act on your behalf. Everything a connected app does with your account, within the permissions you have granted, counts as your own action (Section 2.6). AI assistants are third-party services: their providers are not our subcontractors, and their own terms apply between you and them. We are not responsible for what an AI assistant writes, suggests or gets wrong.

**17.3** Connected apps can only spend your prepaid credit; they cannot make card payments. If your credit is not sufficient, the app receives a top-up link, which you have to open and pay yourself.

**17.4** Every letter needs your explicit confirmation. Our tools are designed so that a letter is only sent once you have explicitly confirmed it to your assistant. Creating a draft shows you the exact price and costs nothing. When you confirm a letter through a connected app, you make the same binding offer, and give the same express request and acknowledgement under Section 16.3, as when you confirm on our website.

**17.5** Before you confirm, check the content, recipient, options and price that your assistant shows you. If an AI assistant writes the text of your letter, you are its author and sender and are responsible for it as if you had written it yourself. If you believe a letter was confirmed without your approval, cancel it immediately while production has not started (Section 15.1) and contact us.

**17.6** Price quotes, for example from the `get_price_quote` tool, are for information only. The binding price is the one shown for the draft letter you confirm.

**17.7** You can disconnect connected apps and revoke API keys at any time in your account settings. This does not cancel letters you have already confirmed; you can cancel those under Section 15.1 until production starts.

**17.8** We may set technical limits, such as rate limits, and change them where necessary to protect the service. You must not circumvent these limits, overload or disrupt the service, scrape it, test its security without our written permission, or reverse engineer it except where the law allows. We may throttle or suspend access by connected apps or API keys that put the service or other customers at risk.

**17.9** We may further develop our MCP tools and our API. We will try to announce changes that may break existing integrations reasonably in advance. The current functions are described in our documentation, for example [/openapi.json](/openapi.json) and [/llms.txt](/llms.txt).

## 18. Availability and changes to the service

**18.1** We work to keep the service available but cannot guarantee uninterrupted access to our website, MCP server or API. Maintenance, updates and outages at our providers (for example hosting, payment or email services) may cause interruptions. We process paid orders as soon as possible after an interruption.

**18.2** We may develop and change the service, for example its features, envelopes, paper or options, if the change is reasonable for you, taking your interests into account. Reasons can include legal requirements, changes by POST Luxembourg or our providers, security, technical developments and improvements. Changes do not affect letters you have already confirmed.

**18.3** If we stop offering the service altogether, we will tell you by email at least 30 days in advance and refund your remaining credit.

## 19. Liability

**19.1** We are liable without limitation for damage caused intentionally or through gross negligence, for injury to life, body or health, under mandatory product liability law, and in all other cases where the law does not allow liability to be limited.

**19.2** In all other cases, our liability is limited to damage that is typical for a contract of this kind and that we could reasonably foresee when the contract was concluded. It is also limited to the price of the affected order. If you are a consumer, these limits apply only as far as the consumer protection law that applies to you allows.

**19.3** As far as the law allows, we are not liable for indirect or consequential damage, lost profits, lost savings or lost business or opportunities, or for the consequences of a letter arriving late or not at all, such as a missed deadline or notice period.

**19.4** We are not liable for acts or omissions of the postal operators after handover, because delivery is not part of our service (Section 12). Claims for loss of or damage to registered letters are handled under Section 13.4.

**19.5** We are not liable for the content of letters, for their legal effect or for the consequences of sending them, nor for content produced by AI assistants (Sections 5 and 17).

**19.6** If you are a business customer, the following also applies, except in the cases listed in Section 19.1:

- our total liability for all claims arising in a calendar year is limited to the total amount you paid us in the 12 months before the event that gave rise to the first claim;
- we are not liable for indirect or consequential damage, lost profits or loss of data; and
- claims against us must be brought within one year after you became aware, or should have become aware, of the damage and of the facts giving rise to the claim.

**19.7** These limitations also apply to the personal liability of our employees, representatives and subcontractors.

**19.8** This Section applies whatever the legal basis of a claim. It does not change the burden of proof to your disadvantage.

## 20. Indemnity

**20.1** If you are a business customer, you indemnify us against all claims by third parties, including authorities, that arise from the content of your letters, from your use of recipient data or from your breach of these Terms or the law, including reasonable legal defence costs. We will inform you promptly of any such claim and allow you to take part in the defence. This does not apply to the extent that we caused the claim ourselves.

**20.2** If you are a consumer, you are liable to us, within the limits of the law, for damage you cause through unlawful content or a culpable breach of these Terms, including where third parties bring claims against us.

## 21. Suspension and termination

**21.1** You can delete your account at any time in your account settings. Before you do, please ask us to refund any remaining credit (Section 9.5) and make sure that all your letters have been posted or cancelled. Deleting your account does not cancel your claim to a refund of remaining credit.

**21.2** We may suspend your account, connected apps or API keys, in whole or in part, and hold letters that are not yet in production, if we have reasonable grounds to suspect abuse, a breach of these Terms or of our Acceptable Use Policy, a breach of the law, fraud, a security risk, non-payment or an unjustified chargeback. We act proportionately, tell you the reasons unless the law prevents us, and lift the suspension once the reason no longer applies.

**21.3** We may terminate our contract with you:

- for any reason, with at least 30 days' notice by email; or
- immediately for good cause, in particular in case of serious or repeated breaches of these Terms or of our Acceptable Use Policy, illegal content or fraud, or where the law requires us to.

**21.4** If we terminate the contract, we refund your remaining credit under Section 9.5 without you having to ask, unless the payment itself is suspected to be fraudulent or the law or an authority requires us to hold the funds. We may first deduct amounts you owe us under Section 9.7.

**21.5** After your account has been closed, we delete or anonymise your personal data as described in our [Privacy Policy](/legal/privacy), unless the law requires us to keep it. For example, Luxembourg accounting law requires us to keep invoices for 10 years.

**21.6** Provisions that by their nature continue to apply after the contract ends, such as those on payment, liability, indemnity, governing law and jurisdiction, remain in force.

## 22. Data protection

**22.1** We process personal data in accordance with the General Data Protection Regulation (GDPR) and Luxembourg law. Our [Privacy Policy](/legal/privacy) explains which data we process, why and for how long, and what rights you have; our [Cookie Policy](/legal/cookies) covers cookies. The competent supervisory authority is the Luxembourg data protection authority, the Commission nationale pour la protection des données (CNPD).

**22.2** We process the content of your letters only to print and send them. We do not use it for profiling or advertising, and we do not use your documents to train AI models.

**22.3** You may only give us personal data about recipients and other people if you are allowed to use it for sending your letter.

**22.4** If you are a business customer, we process the personal data contained in your letters and recipient details on your behalf, as your processor. Our [Data Processing Agreement](/legal/dpa) applies to this processing automatically and forms part of these Terms. As controller, you are responsible for having a legal basis for the processing and for informing the people concerned where required. If you need a copy of the Data Processing Agreement signed by us, write to support@printandmailcompany.com.

## 23. Changes to these Terms

**23.1** We may change these Terms for valid reasons, such as changes in the law or in case law, requirements of authorities, changes in the conditions of POST Luxembourg or of our payment provider, new features, security, or to make the Terms clearer.

**23.2** We will inform you of changes by email at least 30 days before they take effect, and tell you what is changing.

**23.3** Orders you confirmed before the changes take effect remain subject to the Terms that applied when you confirmed them.

**23.4** If you do not agree with the changes, you can object and close your account before they take effect; we then refund your remaining credit under Section 9.5. If you keep your account and place orders after the changes have taken effect, the new Terms apply to those orders. We will remind you of this in our notice.

**23.5** Changes that are required by law at short notice, or that are only in your favour, may take effect sooner. We will not use changes to these Terms to change the price or main features of letters you have already confirmed.

## 24. Force majeure

**24.1** We are not responsible for failures or delays caused by events beyond our reasonable control, such as natural disasters, epidemics, war, terrorism, civil unrest, strikes and other industrial action (including at postal operators), measures by authorities, sanctions, failures of power or telecommunications networks, cyberattacks despite appropriate security measures, or disruptions at POST Luxembourg or our suppliers that we could not reasonably foresee or avoid.

**24.2** While such an event lasts, and for a reasonable time afterwards to resume operations, our obligations are suspended. We will let you know if your letters are affected.

**24.3** If such an event prevents us from handing over a letter for more than 14 days, you can cancel that letter, and we return its full price to your credit.

## 25. Governing law

**25.1** These Terms and all contracts with us are governed by the laws of the Grand Duchy of Luxembourg. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

**25.2** If you are a consumer, this choice of law does not deprive you of the protection of the mandatory provisions of the law of the country where you have your habitual residence (for consumers in the EU, Article 6 of Regulation (EC) No 593/2008, "Rome I").

## 26. Jurisdiction

**26.1** If you are a business customer, the courts of Luxembourg City have exclusive jurisdiction over all disputes arising out of or in connection with these Terms or any contract with us. We may also bring proceedings against you at your registered office.

**26.2** If you are a consumer domiciled in the EU, you can bring proceedings against us in the courts of Luxembourg or in the courts of the place where you are domiciled, and we can bring proceedings against you only in the courts of the country where you are domiciled (Articles 17 to 19 of Regulation (EU) No 1215/2012, "Brussels Ia"). Consumers domiciled in Iceland, Norway or Switzerland have equivalent rights under the Lugano Convention.

**26.3** For all other consumers, the courts of Luxembourg City have jurisdiction, without prejudice to any mandatory rules of jurisdiction that protect you.

## 27. Out-of-court dispute resolution

**27.1** If you have a complaint, please contact us first at support@printandmailcompany.com. We will try to find a solution with you.

**27.2** If you are a consumer, you can also refer a dispute with us to the Luxembourg consumer mediation service, the Service national du Médiateur de la consommation ([www.mediateurconsommation.lu](https://www.mediateurconsommation.lu)). We are willing to take part in dispute resolution proceedings before this body.

**27.3** If you live in another EU country, in Iceland or in Norway, the European Consumer Centre in your country can also help you with a cross-border complaint.

**27.4** The European Commission's online dispute resolution (ODR) platform was discontinued in 2025, so we no longer refer to it.

**27.5** Your right to go to court is not affected.

## 28. Language

**28.1** These Terms are written in English, and the English version is binding. Translations are provided for convenience only. If a translation differs from the English version, the English version prevails, except where mandatory consumer law requires otherwise.

## 29. Severability and final provisions

**29.1** If a provision of these Terms is or becomes invalid or unenforceable, the remaining provisions stay in force. For consumers, the invalid provision is replaced by the applicable statutory rules. For business customers, it is replaced by a valid provision that comes as close as possible to the economic purpose of the invalid one.

**29.2** If we do not enforce a right under these Terms, this does not mean that we waive it.

**29.3** We may transfer our contract with you to another company, for example as part of a reorganisation, provided this does not reduce your rights. We will tell you in advance; if you do not agree, you can close your account and we refund your remaining credit. You may not transfer your contract or your account to anyone else without our consent.

**29.4** We communicate with you by email at the address in your account. Where these Terms or the law require written form, email is sufficient as far as the law allows.

## 30. Contact

- **Company:** LeFaLux vGmbH
- **Address:** 40 rue du Travail, L-2625 Beggen, Luxembourg
- **Email:** support@printandmailcompany.com
- **Privacy requests:** privacy@printandmailcompany.com
- **Trade and Companies Register:** RCS Luxembourg B298899
- **VAT number:** LU36784104
- **More details:** [Legal Notice](/legal/imprint)

## Annex: Model withdrawal form

_(Complete and return this form only if you are a consumer and wish to withdraw from a contract.)_

To: LeFaLux vGmbH, 40 rue du Travail, L-2625 Beggen, Luxembourg, email: support@printandmailcompany.com

- I/We (\*) hereby give notice that I/We (\*) withdraw from my/our (\*) contract for the provision of the following service: …………………………
- Ordered on: …………………………
- Letter reference or date of the top-up (if known): …………………………
- Name of consumer(s): …………………………
- Address of consumer(s): …………………………
- Email address of the account (if any): …………………………
- Signature of consumer(s) (only if this form is sent on paper): …………………………
- Date: …………………………

(\*) Delete as appropriate.