Withdrawal information, cancellation and refunds
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This page explains how you, as a consumer, can withdraw from a distance contract concluded with Postamory, where the right of withdrawal ends, how withdrawal differs from cancellation and which rights you have in case of defects. It follows sections 312 et seq. and 355 et seq. of the German Civil Code (BGB), which implement Directive 2011/83/EU. Mandatory consumer rights of your country of residence remain unaffected.
1. Withdrawal information: right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day the contract is concluded.
To exercise your right of withdrawal, you must inform us (Postamory, Heidelberg, e-mail: i116@pm.me) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an e-mail). You can also use our withdrawal function. To protect against misuse by third parties, a declaration made through the withdrawal function is confirmed by a link that we send to the e-mail address entered: it takes effect once you confirm it, and the time of your declaration, that is the time you submitted the form, is decisive once it is confirmed. A declaration that is not confirmed within seven days has no effect; you can then submit it again. You may use the model withdrawal form attached below, but it is not mandatory. To meet the withdrawal deadline, it is sufficient that you send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. We will confirm receipt of your withdrawal to you by e-mail without delay.
2. Effects of withdrawal
If you withdraw from this contract, we must reimburse all payments we have received from you without undue delay and at the latest within fourteen days from the day on which we receive the notification of your withdrawal from this contract. For this repayment we use the same means of payment you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees because of this repayment.
If you requested that the services begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the time you inform us of the exercise of your right of withdrawal from this contract, compared with the full scope of the services provided for in the contract (section 357a BGB). This amount is set off against the repayment.
3. Exclusion and early expiry of the right of withdrawal
There is no right of withdrawal for contracts for the supply of goods that are not prefabricated and for whose production an individual selection or decision by the consumer is decisive or that are clearly tailored to the consumer's personal needs (section 312g(2) sentence 1 no. 1 BGB). This applies to every printed magazine: it is made from your family's photos and texts and is therefore clearly tailored to personal needs.
For us this means: for a magazine whose production had already begun when your withdrawal reaches us, there is no right of withdrawal; we do not refund the part of the price that relates to that magazine. For magazines whose production has not begun, the right of withdrawal remains. Production of an issue begins after the end of the submission period and the editing period as shown in the app.
The right of withdrawal expires early for a contract for the provision of services when we have fully provided the service and began providing it only after you gave your express consent and at the same time confirmed your knowledge that you lose your right of withdrawal once we have fully performed the contract (section 356(4) BGB).
4. Your consent when ordering
When ordering we ask you for two express confirmations. First, you accept the Terms and Conditions and confirm that you have read the Privacy policy. Second, you expressly request that we begin performing the contract immediately (providing the family space and preparing the magazine) and confirm your knowledge that your right of withdrawal for a personalised magazine ends when its production begins and that it expires altogether once we have fully performed the contract. We store these confirmations with the date and version of the text as evidence.
5. Model withdrawal form
If you want to withdraw from the contract, you can fill in this form and send it back to us. It is not mandatory.
- To Postamory, Heidelberg, e-mail: i116@pm.me:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*): Postamory subscription
- Ordered on (*) / received on (*): ______
- Name of consumer(s): ______
- Address of consumer(s): ______
- E-mail address of the account: ______
- Signature of consumer(s) (only if this form is notified on paper): ______
- Date: ______
- (*) Delete as appropriate.
6. Withdrawal and cancellation at a glance
| Feature | Withdrawal | Cancellation |
|---|---|---|
| What is it? | A statutory right to end the contract retroactively within 14 days after it is concluded. | Ending the running subscription for the future. |
| When? | Within 14 days of the contract being concluded, with the exceptions in section 3. | At any time, effective at the end of the paid billing period. |
| How? | An unequivocal statement by e-mail, letter or through the withdrawal function (confirmed by a link sent to the e-mail address entered). | In the app, through the cancellation function (confirmed by a link sent to the e-mail address entered) or in text form to i116@pm.me. |
| Refund? | Yes, as described in section 2. | Paid periods are not refunded pro rata; exceptions under the Terms and the law. |
7. Defective or undelivered magazines
Your statutory rights in case of defects and non-delivery apply independently of the right of withdrawal and of its exclusion. If a magazine is printed incorrectly, damaged in transit or does not arrive, write to i116@pm.me and, if possible, send photos. As provided by law, we repair, supply a replacement (reprint), reduce the price or refund the amount paid for the magazine concerned, where the statutory conditions are met. There is no defect where the deviation is based on the content you supplied, for example low-resolution photos that you used anyway. The statutory warranty periods are not shortened by this page.
8. Refunds otherwise
Beyond the statutory claims (withdrawal, warranty, late delivery and non-delivery) and the pro rata refunds expressly regulated in the Terms (renewal periods, ordinary termination by us, discontinuation of the service, force majeure), we do not refund fees. This applies in particular when you cancel: the paid period runs to its end and is not refunded pro rata.
9. Payments and refunds
Payments are processed by Stripe; refunds are made through Stripe to the original means of payment. Our other service providers (hosting by Vercel, storage by Supabase, e-mail by Resend, bot protection by Cloudflare) do not receive card data. How we process the data of a withdrawal is described in the Privacy policy. The contract terms are in the Terms.
10. Contact
Questions about withdrawal, cancellation or refunds: i116@pm.me, Postamory, Heidelberg.