GrandMail Terms and Conditions

Version: 2026-10-28 Last updated: 28 October 2026

Part A: General

1. Who we are

GrandMail is a business of Petrosi Group Pty Ltd (ABN 25 615 926 335), trading as GrandMail ("GrandMail", "we", "us", "our").

Your contract is with Petrosi Group Pty Ltd. Charges may appear on your bank or card statement as GRANDMAIL.

Postal address GrandMail PO Box 307 Drummoyne NSW 1470 Australia

Email: hello@grandmail.com.au

2. About these Terms

These Terms form a binding agreement between you and GrandMail. They apply when you subscribe to a GrandMail package, submit a gift enquiry, upload a My Language Letters file, place an accepted GrandMail Gifts order or use our website.

By ticking the acceptance box at checkout, you confirm that you have read these Terms, that you accept them, and that you have authority to provide the recipient information you give us.

Each published version of these Terms carries a version number. The version you accepted at checkout is recorded against your order along with the date and time, and is the version that governs your agreement with us.

3. Definitions

Subscriber, you: the person who creates and pays for a subscription or order. Recipient: the person who receives letters, cards or gifts from us. The Recipient is usually not the Subscriber. Package: Solo (one Recipient), Couple (two Recipients), Overseas Letters (one Recipient) or My Language Letters (one Recipient). Subscription: the recurring letters and cards service. GrandMail Gifts: our separate one-off gifting service, described in Part C.

4. Eligibility

You must be at least 18 years old to use GrandMail. Solo and Couple Recipient delivery addresses must be within Australia. Overseas Letters is available for international delivery to all countries. You must have a genuine relationship with each Recipient and the authority to provide us with their details.

5. Your responsibility for Recipient information

You give us personal information about other people: their name, postal address, date of birth, interests and anything you ask us never to mention.

By providing it, you confirm that you are entitled to do so and that the information is accurate. We rely on you for this. We do not independently verify a Recipient's details or contact them for permission before the first letter arrives.

Our Privacy Policy explains how we handle Recipient information, including how a Recipient can ask us to correct or delete it, or to stop receiving mail.

Part B: Subscriptions

6. What we provide

For each Recipient on Solo, Couple or Overseas Letters, we provide:

• A printed letter each month, posted on the last Thursday of the month.
• A birthday card, posted 7 days before Australian birthdays and 14 days before overseas birthdays.
• Little envelopes with little surprises and occasion cards tailored to the Recipient. Paid gift add-ons are not collected through subscription checkout. Separate gift enquiries are described in Part C.

We create content around the Recipient's interests and hobbies. Clause 12 explains our research, curation, AI-assisted production and team review. My Language Letters prints and posts your own letters as described in clause 7A.

7. Subscription pricing

Australian annual prices save around 10% compared with twelve monthly payments.

All prices are in Australian dollars and include GST where applicable. The subscription price covers personalised letters with stories, puzzles and recipes, little envelopes with little surprises, birthday cards and occasion cards. Separately purchased birthday gifts are not included.

Your subscription renews automatically at the end of each billing period until cancelled.

Overseas Letters: $160 AUD annually for one Recipient and 12 monthly letters per paid year. This package automatically renews each year until cancelled. It includes the same letter content, little envelopes with little surprises, birthday and occasion cards as Australian packages, with no paid birthday gift add-on. Delivery is available to all countries and postal times vary. Couple provides one personalised letter each month to each of two Recipients at one shared Australian address or two separate Australian addresses.

7A. My Language Letters

My Language Letters is a yearly-only subscription at $160 AUD for one Recipient in Australia or overseas. It renews automatically each year until cancelled under clause 15. You write and upload your own letter in your language. We do not write, translate, edit or rewrite it. We print it on GrandMail letterhead and post it in a GrandMail envelope with little monthly surprises.

Upload PDF, Word or text files up to 10MB. Do not upload photographs or files containing photo images. We print letters only; no images will be printed. You must have permission to share the letter and authorise us to print and post it. Our acceptable-use rules apply to uploaded letters.

Occasional celebration cards are available in limited languages. We confirm availability before payment. The upload form sends a request, not a payment or an active subscription. We review your request and arrange a secure annual payment link separately. Before payment we ask you to accept these Terms and confirm the complete delivery address in English.

8. Birthday gifts

Paid birthday gift add-ons are not currently offered. We do not store a payment method for future gift charges or collect a Gift Fund payment through subscription checkout.

8A. If your subscription payment fails

Only verified paid subscriptions are eligible for mailing. If a renewal payment fails, mailing is held while the payment is unresolved. Contact hello@grandmail.com.au for help with your payment. Payment retries and any card-update prompts depend on your payment provider's configuration. We do not promise fixed 7-day or 14-day email notices or automatic cancellation at 21 days.

9. Gift enquiries

You may ask about a gift, but an enquiry is not an order or a payment authorisation. We will confirm availability and any applicable charges separately before accepting an order.

10. Envelope surprises

Little envelopes with little surprises are included in the letter package. Contents vary and we do not guarantee a particular item or brand.

11. Delivery and timing

Monthly letter cut-off and posting schedule (all letter packages): Letters are posted on the last Thursday of each month. Successful payment completed on or before the 10th in Sydney time qualifies for that month's mailing. Payment after the 10th starts with the following month's mailing. This applies to Solo, Couple, Overseas Letters and paid My Language Letters subscriptions. Posting dates are not arrival dates; postal delivery times vary by destination.

Birthday cards are posted 7 days before Australian birthdays and 14 days before overseas birthdays. If payment is completed inside that posting window, the card may arrive after the birthday. Posting is not a guarantee of arrival on a particular date.

We post items on time but we do not control Australia Post. We are not responsible for postal delays, misdelivery or loss once an item has been lodged.

12. Letter content and review

This section describes GrandMail-created letters for Solo, Couple and Overseas Letters. My Language Letters uses your own words and is not edited or translated by GrandMail.

We research and curate stories, themes, events and topics based on the Recipient's interests and hobbies. Artificial intelligence produces the letter from that curated material. Our team then reviews it to check that the story, events, themes and hobbies align with the Recipient's interests before release for posting.

We take particular care with anything you list as never to be mentioned, and letters are checked against those instructions before release.

Our review process is careful but it is not infallible. If a letter contains something that should not have been included, tell us at hello@grandmail.com.au and we will investigate, correct our records and where appropriate refund that month.

Letters are general, warm correspondence. They are not personal advice of any kind, and they are not written by or on behalf of any named individual unless you have asked us to include something specific.

13. Address accuracy and returned mail

You are responsible for giving us a correct and current address for each Recipient.

International addresses: You must enter the complete delivery address in English, including the destination country and any postal or ZIP code used there. Before payment, the Subscriber must tick a separate confirmation that they have checked the address and that it is correct and complete. All delivery addresses are entered manually. GrandMail does not independently verify addresses or guarantee deliverability.

Mail that cannot be delivered is returned to us at PO Box 307, Drummoyne NSW 1470. If mail is returned, we will pause sending to that Recipient and contact you. Your subscription continues to be charged during a pause unless you cancel. We do not refund items already posted to an address you supplied.

14. Changing your subscription

You can update delivery addresses through your account. For interests, occasions, birthdays or never-mention instructions, contact hello@grandmail.com.au. Changes do not recall items already printed or posted; contact us if a change is urgent.

15. Cancellation

You may cancel at any time by emailing hello@grandmail.com.au from the email address on your subscription. We will confirm your cancellation by reply. There is no self-service cancellation page; we handle every cancellation.

• Monthly subscriptions: request cancellation at any time. It takes effect at the end of the current paid month, with no further charges.
• Annual subscriptions, including Overseas Letters and My Language Letters: request cancellation at least 30 days before the next renewal. Cancellation takes effect at the end of the paid year; a later request may not prevent the upcoming renewal.
• Your subscription remains active until the end of your current billing period.
• No paid birthday gift add-on is currently offered.
• If you have paid for a gift that has not yet been sent, we will refund that gift amount in full.
• We do not refund partial subscription periods, letters already posted, or gifts already sent.

15A. If a Recipient asks us to stop

A Recipient may contact us at any time and ask us to stop sending them letters, cards or gifts. They do not need to give a reason, and we will not ask them to raise it with you first.

If that happens:

• We stop sending to that Recipient immediately.
• We tell you that we have stopped, so you are not left wondering.
• We do not charge you for a Recipient we are no longer writing to. On a Solo Package your subscription is cancelled and we refund any unused portion of the period you have paid for. On a Couple Package we reduce your subscription to the Solo price from the next billing period and continue writing to the other Recipient.
• Any gift charge for that Recipient stops, and if you have paid for a gift we have not yet sent, we refund it in full.

We do this because a Recipient's wishes come first. Our Privacy Policy explains their other rights, including access, correction and deletion.

16. Returning customer discount

If you cancel, we may issue you a discount code for returning. Any such code:

• Is tied to your account and cannot be used by anyone else.
• Expires 90 days after it is issued.
• Cannot be combined with another offer.

17. Incomplete signups

Details entered before submission are not saved for later resumption. When you start checkout, your submitted details are stored as an awaiting-payment record, even if you later close the payment page. A stored record is not proof of payment. Account sign-in uses secure browser session storage; passwords are never stored with subscription details.

18. Price changes

We may change our prices. If we do, we will give you at least 30 days notice by email before the change applies to your subscription, and you may cancel before it takes effect.

Part C: GrandMail Gifts

The Gift Shop accepts requests for flowers, hampers, balloons or cakes with a minimum requested value of $100 AUD. We source gifts from local Australian businesses to support local businesses. For a special gift not listed, send an enquiry and we will do our best to arrange something suitable. You may send a request through the website or email hello@grandmail.com.au. A request is not an accepted order and does not take payment or schedule an automatic charge. We arrange payment with your approval and will not charge earlier than 14 days before your selected occasion. Before accepting a gift order, we will confirm availability, the item or category, price, delivery arrangements and cancellation terms. Your Australian Consumer Law rights apply to any accepted order.

Part D: Legal

19. Your consumer rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have the problem rectified in a reasonable time and, if this is not done, to cancel and obtain a refund for the unused portion.

Nothing in these Terms excludes, restricts or modifies any right you have under the Australian Consumer Law.

20. Our liability

Subject to clause 19, and to the extent permitted by law:

• Our total liability to you for any claim is limited to the amount you have paid us in the 12 months before the claim.
• We are not liable for indirect or consequential loss, or for emotional distress arising from the content or timing of a letter, card or gift.
• We are not liable for delays or failures caused by matters outside our reasonable control, including postal delays, supplier failure, or payment provider outages.

21. Intellectual property

Rights in our original human-created content, GrandMail branding and licensed material remain with their respective owners. Copyright in AI-assisted content depends on the nature of the content and applicable law; not every AI-generated passage is automatically protected.

You retain your rights in uploaded letters. You authorise us to store, print and post them to provide My Language Letters and handle related service records.

The information you provide about a Recipient remains yours. You grant us a licence to use it for the purpose of producing and delivering your letters, cards and gifts, and for no other purpose.

When you receive a letter or card from us, the physical item is yours. Ownership of the physical item does not transfer any copyright in protected content. You are welcome to keep, share and copy it for personal use.

You may not reproduce our website content or letter text commercially without our written permission.

22. Acceptable use

You may not use GrandMail to harass, deceive or cause distress to anyone, to send unlawful or abusive content, or to contact a person who has asked us to stop sending them mail.

We may suspend or cancel a subscription that is being used this way, and we may refuse a GrandMail Gifts order for the same reason.

23. Changes to these Terms

We may update these Terms. Each update carries a new version number and date, and we keep a copy of every published version.

If we make a material change, we will notify you by email at least 30 days before it applies to your subscription. Continuing your subscription after that date means you accept the updated Terms. If you do not accept them, you may cancel before the change takes effect.

24. Privacy

Our Privacy Policy explains how we handle personal information, including information about Recipients who did not provide it to us themselves. It forms part of these Terms.

Privacy enquiries, access requests and deletion requests: privacy@grandmail.com.au.

25. Governing law

These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that State.

26. Contact us

By post: GrandMail PO Box 307 Drummoyne NSW 1470 Australia

We acknowledge enquiries without promising a response timeframe.

Petrosi Group Pty Ltd (ABN 25 615 926 335) trading as GrandMail.