Terms of Service

1. Who provides this service

Letters from Dog Heaven is operated by:

• STUDIO MERLIN, s.p. (sole proprietor, registered in Slovenia)
• Simončičeva ulica 2, 8210 Trebnje, Slovenia, European Union
• Registration number (matična številka): 8916764000
• Tax number (davčna številka): 98397346
• Email: info@lettersfromdogheaven.com

In these terms, "we" and "us" mean STUDIO MERLIN, s.p., and "the Service" means Letters from Dog Heaven.

2. What Letters from Dog Heaven is

Letters from Dog Heaven ("the Service") is a digital memorial for beloved dogs. It lets you light a star for your dog in a shared night sky, keep a memory vault of photos and stories, let visitors light candles, and, with a paid plan, exchange letters "with" your dog. By creating an account or using the Service you agree to these terms.

3. The letters are a comfort, not a séance

Letters from heaven are lovingly composed text created by the Service and personalised with the details you share about your dog. They are a form of remembrance and comfort. They are not, and do not claim to be, actual communication with a deceased animal, and they are not a substitute for professional grief support. If grief feels heavier than you can carry, please reach out to someone qualified to help.

4. Your account

• You must provide a valid email address and keep your password safe. You are responsible for activity on your account.
• You must be at least 16 years old, or have a parent or guardian's consent.
• We may close accounts that abuse the Service, attempt to disrupt it, or harm the experience of other grieving owners.

5. Your content

• Photos, stories, candle messages and letters you write remain yours. You give us permission to store and display them as the Service requires (for example, showing your dog's public memorial and star to visitors).
• You choose what is public: your dog's star, name and public memorial are visible to visitors; written memories are private unless you set them to public.
• Do not upload content that is unlawful, hateful, or that you have no right to share. Candle messages are filtered for kindness and we may remove content that does not belong in a place of remembrance.

6. Plans and payment

• The free plan lets you light a star and keep a public memorial, forever.
• The paid plan ("Moonlight") adds weekly letters, writing at any time, the full Memory Vault and star customisation.
• The price, currency and billing period (monthly or yearly) are shown clearly before you pay, on the pricing page and again on the payment screen. By completing checkout you confirm you have seen and accept that price.
• Moonlight is a recurring subscription. It renews automatically at the end of each billing period until you cancel. You can cancel at any time in Settings or through the billing portal linked there; cancelling stops future renewals, and access continues until the end of the period you already paid for. Your star, memorial and everything in your Memory Vault always remain, on the free plan, whether or not you renew.
• Payment is processed by Stripe. We never see or store your card details.
• A part of every contribution goes to a dog rescue shelter in Slovenia (Europe).

7. Refunds

Moonlight is a digital subscription: your access to weekly letters, the Memory Vault and star customisation begins the moment payment succeeds. Under EU consumer law, the right to withdraw from a purchase within 14 days does not apply once you have expressly asked for a digital service to begin immediately and acknowledged that doing so ends your right to withdraw, which you do by completing checkout.

Because of this, and because renewals, prices and cancellation are all shown plainly before you pay and can be managed by you at any time, payments are generally final and non-refundable, including for:

• Forgetting to cancel before a renewal, or not using the plan.
• Signing up with the wrong email address, or losing access to that inbox.
• Changing your mind after a letter or feature has already been delivered.
• Disputing a charge with your bank instead of contacting us first.

That said, we are people, and mistakes happen. If something genuinely went wrong on our side, whether you were charged twice, a technical fault stopped the Service from working, or you were charged after cancelling in time, write to info@lettersfromdogheaven.com within 14 days of the charge and we will make it right.

If you believe a charge is wrong, please contact us before disputing it with your bank or card issuer. A chargeback filed without contacting us first, for a subscription whose price and renewal terms were disclosed before payment and which you were free to cancel yourself at any time, will be contested with the payment processor using our records of that disclosure, your account's usage and access, and your ability to cancel.

8. What we promise, and what we cannot

We care for this place and try to keep it available, but the Service is provided "as is", without warranties. We are not liable for indirect damages, lost data beyond our reasonable control, or interruptions. Our total liability is limited to the amount you paid us in the twelve months before a claim. Nothing in these terms limits liability that cannot lawfully be limited.

9. Ending things

You may change your password, manage or cancel your plan, and delete your account yourself at any time in Settings (or by contacting us); deletion removes your data as described in the Privacy Policy. We may modify or discontinue the Service with reasonable notice; if we ever must close the sky, we will give you the chance to save your memories first.

10. Changes and law

We may update these terms; meaningful changes will be announced on the site. These terms are governed by the law of the Republic of Slovenia and applicable EU law. Disputes belong to the competent court in Slovenia, without limiting rights you have as a consumer in your country of residence.

11. Complaints and dispute resolution

If something is wrong, please write to info@lettersfromdogheaven.com first. Every complaint is read, and we aim to answer complaints about payments or access to your account within 14 days.

We do not currently recognise any provider of out-of-court consumer dispute resolution as competent for disputes under these terms. This does not affect your right to bring a complaint before the competent court, or to contact the consumer protection authority in your own country. Consumers in Slovenia may contact the Market Inspectorate of the Republic of Slovenia (Tržni inšpektorat RS).

12. Contact

Questions about these terms: info@lettersfromdogheaven.com

STUDIO MERLIN, s.p., Simončičeva ulica 2, 8210 Trebnje, Slovenia.