Refunds & Right of Withdrawal

Last updated: 17 October 2026

In short: unused credits can be refunded within 14 days of purchase. Once you use a credit to unlock a letter, your right of withdrawal for that credit ends, provided you agreed to this at checkout. If something goes wrong with a letter, we fix it.

1.Right of withdrawal

1.1You have the right to withdraw from this contract within 14 days without giving any reason.
1.2The withdrawal period is 14 days from the day the contract is concluded, that is, the day of your purchase.
1.3To exercise your right of withdrawal, you must inform us — Emil Nurullaiev, Glattbacher Str. 34, 63741 Aschaffenburg, Deutschland, email hello@pennaway.com — of your decision to withdraw from this contract by an unequivocal statement, for example an email. You may also use the “Withdraw from contract” function linked at the bottom of every page; we then confirm receipt by email immediately. You may use the model withdrawal form below, but it is not obligatory.
1.4To meet the withdrawal deadline, it is sufficient that you send your notice of withdrawal before the withdrawal period has expired.

2.Effects of withdrawal

2.1If you withdraw from this contract, we will reimburse all payments received from you without undue delay and at the latest within 14 days from the day on which we receive your notice of withdrawal.
2.2We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise. You will not be charged any fees for this reimbursement.

3.Early expiry for digital content

3.1Credits are digital content that is not supplied on a physical medium.
3.2Your right of withdrawal expires early for a credit once we begin to perform the contract, that is, when you use the credit to unlock a letter — provided that you have expressly agreed at checkout that we begin before the withdrawal period ends, you have confirmed that you know you lose your right of withdrawal as a result, and we have confirmed this to you on a durable medium (for example by email or receipt).
3.3Credits you have not used remain subject to the full right of withdrawal.

4.Our refund promise

4.1Unused credits: within 14 days of a purchase, we refund every credit from that purchase that you have not used yet, at the price you paid per credit.
4.2Failed generations: if a generation fails, no credit is used.
4.3Defective letters: if a letter you paid for is defective — for example incomplete or in the wrong language — contact us within 14 days and we will restore the credit or refund it. Your statutory warranty rights remain unaffected.
4.4Free credits: letters we give you for free — for example as a gift for testing Pennaway — cannot be refunded or exchanged for money.

5.How to request a refund

5.1Write to hello@pennaway.com, ideally from the email address of your account, and tell us which purchase you mean.
5.2Refunds are made to the original payment method via Stripe. Depending on your bank, it may take a few days until the amount appears.

6.Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Emil Nurullaiev, Glattbacher Str. 34, 63741 Aschaffenburg, Deutschland, email: hello@pennaway.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following digital content (*) / the provision of the following service (*):

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Questions? Reach us at hello@pennaway.com