Refund & Cancellation Policy

1. Why We Can't Cancel Orders

Unlike a normal e-commerce product, print-and-mail is a service that begins the moment payment clears:

• A Shippo/USPS shipping label is purchased immediately at checkout
• Your document enters the print queue within seconds
• Materials are committed and cannot be un-allocated

This is by design — it's how we guarantee same-day processing and fast delivery. The tradeoff is that cancellations are not possible post-payment.

2. Refund Eligibility

We offer refunds in the following limited circumstances:

• We reject your order: If HospitalityThankYou declines to fulfill your order (e.g., content violates our Terms of Service), a full refund is issued automatically
• Our error: If we printed the wrong content or mailed to the wrong address due to a HospitalityThankYou error, we will re-print and re-mail at no charge, or issue a full refund at your option
• Technical failure: If a verified technical error on our platform prevented your order from processing, a full refund is issued

3. Non-Refundable Situations

Refunds are not issued for:

• Change of mind after payment
• Errors in the content, address, or formatting you submitted
• USPS delivery delays, lost mail, or undeliverable addresses outside our control
• Duplicate orders placed in error
• Orders where the mail piece has already been accepted by USPS

4. Address Errors

Always double-check your recipient's mailing address before completing payment. If USPS returns a mail piece due to an incorrect address you provided, a re-send will be charged at the standard rate.

5. Dispute Resolution

If you believe you are entitled to a refund and your situation falls within the eligible criteria above, contact us within 14 days of your order date at hello@hospitalitythankyou.com. Include your order number and a description of the issue.

We respond to all refund requests within 2 business days.

6. Chargebacks

We take chargebacks seriously. If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to dispute the chargeback with full documentation of order fulfillment. Fraudulent chargebacks may result in account termination and referral to relevant authorities.

7. Contact

Refund questions? Email hello@hospitalitythankyou.com with your order number.