These terms and conditions govern your use of heart (un)broken and the services we provide through our website and platform. By accessing or using our services, you agree to be bound by these terms.
heart (un)broken is operated by Heart (un)broken I/S with registered address at Gammel Kirkevej 14, 2770 Kastrup, Copenhagen, Denmark, VAT-no. DK46489179.
Throughout these terms, “we”, “us” and “our” refer to heart (un)broken. “You” refers to the individual or organisation using our services.
heart (un)broken is a platform for time-delayed letter delivery. We allow you to write letters, notes and messages and choose a future date on which they are delivered, either digitally or physically by post.
Our services include:
Writing and storing letters for future delivery. Choosing a delivery date of your choosing. Delivering letters digitally to an email address. Printing and posting physical letters to a postal address. Hosting a selection of public letters submitted voluntarily by users. Hosting pop-up events in physical locations.
To use our services you must be at least 13 years of age. If you are under 18, you confirm that you have obtained consent from a parent or legal guardian.
By using our services you confirm that the information you provide is accurate and complete, and that you will keep it updated.
Certain features of our platform require you to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.
You agree to notify us immediately at letter@heartunbroken.co if you become aware of any unauthorised use of your account.
We reserve the right to suspend or terminate accounts that violate these terms or that have been inactive for an extended period, with reasonable prior notice where possible.
4.1 Your responsibility
You are solely responsible for the content of any letter, note or message you create through our platform. You confirm that your content does not:
Violate any applicable law or regulation. Infringe the intellectual property, privacy or other rights of any third party. Contain content that is threatening, abusive, hateful, defamatory, obscene, or otherwise objectionable. Constitute spam, unsolicited communication, or commercial advertising without the recipient’s consent. Contain personal data about third parties without their knowledge or consent.
4.2 Our rights to content
We do not claim ownership of the content you write. However, by using our platform you grant us a limited, non-exclusive licence to store, process and deliver your content solely for the purpose of providing our services.
We reserve the right to remove any content that violates these terms or applicable law, without prior notice.
4.3 Public letters
If you choose to make a letter publicly visible on our platform, you grant us a non-exclusive, royalty-free licence to display that letter on our website. You may request removal of a public letter at any time by contacting us at letter@heartunbroken.co.
5.1 Digital delivery
We will make every reasonable effort to deliver digital letters on the date you have chosen. However, we cannot guarantee delivery if the recipient’s email address is no longer valid, if the message is filtered as spam by the recipient’s email provider, or if circumstances outside our control prevent delivery.
If a digital letter cannot be delivered, we will make reasonable efforts to notify you.
5.2 Physical delivery
Physical letters are printed and posted by heart (un)broken or a designated third-party partner. Delivery times depend on the postal service in the recipient’s country and are outside our direct control.
We are not responsible for delays or non-delivery caused by incorrect addresses provided by you, or by circumstances beyond our control including postal service disruptions.
You are responsible for ensuring that the recipient’s address is complete and accurate at the time of ordering. We are unable to offer refunds for physical letters that cannot be delivered due to incorrect address information.
5.3 Delivery date changes
Once a letter has been submitted and paid for, changes to the delivery date may not always be possible. Please contact us as soon as possible at letter@heartunbroken.co if you need to make changes, and we will do our best to accommodate your request.
6.1 Prices
All prices are listed in Euros (EUR) and are inclusive of VAT where applicable, in accordance with Danish and EU law.
We reserve the right to change our prices at any time. Any price changes will not affect orders already placed and confirmed.
6.2 Payment
Payment is processed securely through our payment provider. We accept the payment methods listed at checkout. We do not store your full payment card details.
6.3 VAT
heart (un)broken complies with applicable VAT legislation. If you are purchasing as a business within the EU, please provide your VAT registration number at checkout where relevant.
7.1 Consumers in the EU
In accordance with the EU Consumer Rights Directive and Danish consumer legislation, you have the right to withdraw from a purchase within 14 days of placing your order, without giving any reason, provided that the service has not yet been performed.
If you request that we begin delivering your service before the 14-day withdrawal period has expired, you acknowledge that you waive your right of withdrawal once the service has been fully performed.
To exercise your right of withdrawal, please contact us at letter@heartunbroken.co within 14 days of your purchase.
7.2 Exceptions
The right of withdrawal does not apply to physical letters that have already been printed and posted. Digital letters that have already been delivered to the recipient.
7.3 Refunds
If you are entitled to a refund, we will process it within 14 days of receiving your withdrawal request, using the same payment method you used for the original purchase.
All content on our website and platform that is not created by users, including design, text, graphics, code and branding, is the intellectual property of heart (un)broken and is protected by applicable copyright and trademark law.
You may not reproduce, distribute, modify or use any of our content without our prior written consent.
We process your personal data in accordance with the General Data Protection Regulation (GDPR) and Danish data protection legislation. For full information on how we collect, use and store your personal data, please refer to our privacy policy.
To the fullest extent permitted by applicable law, heart (un)broken shall not be liable for any indirect, incidental, or consequential damages arising from your use of our services.
Our total liability to you for any claim arising in connection with our services shall not exceed the amount you paid for the specific service giving rise to the claim.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under Danish or EU law.
We shall not be liable for any failure to perform our obligations where such failure results from circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, government actions, postal service disruptions, or technical failures of third-party infrastructure.
We reserve the right to update these terms at any time. We will notify you of any material changes by email or by displaying a notice on our website. Your continued use of our services after such notice constitutes your acceptance of the updated terms.
If you do not agree to the updated terms, you should stop using our services and contact us to discuss your options.
These terms are governed by the laws of Denmark.
If a dispute arises between you and heart (un)broken, we encourage you to contact us first at letter@heartunbroken.co so that we can try to resolve the matter informally.
If we are unable to resolve a dispute informally, you have the right to bring the matter before the Danish Consumer Complaints Board (Forbrugerklagenævnet) or the relevant court in Denmark.
As a consumer in the EU, you also have the right to use the European Commission’s Online Dispute Resolution platform, available at ec.europa.eu/consumers/odr.
If you have any questions about these terms, please contact us at:
heart (un)broken letter@heartunbroken.co