Before the magic begins

Terms of purchase

For parents and guardians

This service is for an adult parent or legal guardian. Children must not place orders or submit information themselves. By ordering, you confirm that you are at least 18 and have authority to provide the child details used to create the message.

Your personalised digital product

All videos, letters and certificates are digital. There are no physical products or shipping. Videos arrive with the parent, who can review them before sharing. The complete experience is two messages for the same child. Each video is up to 30 seconds. First videos are prepared in queue order and normally delivered within 2 hours after confirmed payment, with longer waits possible if the queue or a provider is interrupted. The second video is scheduled for 9:00 a.m. in the time zone and date you choose.

Delivered digitally. Print your letter and certificate at home. Both A4 and US Letter PDF versions are included in the complete experience.

Please check names, pronunciation, dates, interests and other details before paying. We may lightly edit wording for clarity, warmth, safety and the short video format. You receive a personal, non-commercial right to download, print and share the finished files with family. You may not resell them, impersonate the service, or use them to harm or mislead anyone.

Payment is processed by Stripe. An order is accepted when payment is confirmed. If we cannot fulfil an accepted order, we will offer a remake, a later delivery or a refund. Nothing in these terms limits rights that cannot legally be limited. Delaware law governs these terms, subject to any mandatory consumer protections where you live.

Privacy policy

We collect the ordering adult’s email, order and payment status, technical security data, and the child details the adult chooses to provide, such as first name, age, pronunciation, interests and a moment to celebrate. We use this information only to take payment, create and deliver the order, provide support, prevent abuse and meet legal or accounting duties. We do not sell personal information or use child details for advertising. Transactional emails do not enrol you in marketing.

We use service providers only where needed: Stripe for payments, Vercel for hosting, Supabase for the private order database and file storage, Resend for transactional email, and Google Sheets for our restricted fulfilment queue. These providers process information under their own security and privacy commitments. We may also disclose information when law requires it or to protect customers and the service.

The form is intended for an adult to complete. We do not ask a child to use the site or contact us directly. Unpaid drafts are removed after 24 hours. Personalisation data and hosted files are scheduled for deletion 60 days after the final delivery. Some transaction and accounting records may be kept longer where the law requires it. Download and keep your files before access expires.

You may ask to access, correct or request deletion of personal information associated with an order. We may need to verify that you are the ordering adult before acting on a request. Email support@messagefromsanta.online. We use reasonable administrative and technical safeguards, but no online system can promise absolute security.

Refund policy

Because each order is a personalised digital product, it cannot be returned like a physical item. You may request cancellation before personalisation work begins. Once work has started, change-of-mind refunds are generally unavailable.

Contact us if a paid order is not delivered, arrives materially different from the details you submitted, or has a technical defect that prevents normal viewing. We will first try to correct or remake it promptly. If we cannot provide the purchased experience within a reasonable time, we will refund the affected item. Minor creative differences, device-specific playback issues that can be resolved, or mistakes in customer-supplied details do not automatically qualify for a refund, though we will always try to help.

Send requests to support@messagefromsanta.online with your order email and a description of the issue. This policy does not remove any mandatory consumer right or card-dispute right available to you.