Terms & Conditions
Last updated: 3 November 2026
1. About these Terms
These Terms & Conditions apply when you use our websites, buy our products or use our services.
They are intended to explain clearly how Magic Letterbox works and what you can expect from us.
Magic Letterbox Limited is a company registered in England and Wales. Company number: 17015503.
Our registered office is:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
Email: hello@magicletterbox.com
In these Terms, “Magic Letterbox”, “we”, “us” and “our” mean Magic Letterbox Limited.
“You” and “your” mean the person using our website, buying our products or using our services.
You must be 18 or over to create an account or buy from us.
These Terms apply to our websites and services, including Magic Letterbox, Magic Access and the Magic Letterbox app.
Some of our products or services may also be subject to a separate contract or licence agreement. Where that applies, we will tell you before you enter into that agreement.
2. Our products and services
Magic Letterbox provides products and digital services designed to help identify, verify and manage physical delivery and access points.
Our products may include physical markers, signs, key fobs, stickers and other products.
Our services may include:
- the Magic Letterbox app;
- Magic Letterbox digital services;
- Magic Access;
- property and location-based services; and
- other services we may introduce from time to time.
We aim to make our products and services available reliably and continuously. However, products may occasionally be unavailable, and digital services may experience interruptions due to maintenance, technical issues or circumstances outside our control. We reserve the right to update, improve or discontinue products and features as our business develops, while respecting your existing contractual and statutory rights.
3. The Magic Letterbox app
The Magic Letterbox app is currently available to use free of charge.
The app may allow you to register or manage a Magic Letterbox product, associate a product with a property, access information relating to a property or delivery point, and use other features that we make available.
The app and its features may change over time as we improve the service.
We do not guarantee that every feature will always be available or that the app will work on every device or operating system.
You are responsible for keeping your device, operating system and app up to date where reasonably necessary.
4. Magic Access app
Magic Access is a paid service provided on a per-property basis.
You can choose between two subscription options.
Annual plan
The annual plan costs £39.99 per property for 12 months, paid in advance.
Unless you cancel it, the annual plan will automatically renew for another 12-month period at the annual price that applies at the time of renewal.
Monthly plan
The monthly plan costs £5 per property per month, paid monthly in advance.
The monthly plan is a rolling monthly subscription with no minimum term.
It automatically renews each month unless you cancel it.
Cancelling Magic Access
You can cancel your Magic Access subscription at any time. To cancel, email us at hello@magicletterbox.com.
If you cancel, your subscription will normally remain active until the end of the period you have already paid for.
For an annual subscription, this means the service will normally remain available until the end of the current 12-month period.
For a monthly subscription, this means the service will normally remain available until the end of the current monthly period.
We will not normally refund part of a subscription period simply because you stop using the service, unless you have a legal right to a refund or we agree otherwise.
We will provide any cancellation and renewal information required by law.
5. Your property
Magic Access and some Magic Letterbox products are linked to a particular property.
You must only register or use a product or service for a property where you are entitled to do so.
If you are a host, landlord, property manager or other person acting on behalf of a property owner, you are responsible for ensuring that you have the necessary authority to use the service for that property.
If you sell, leave or otherwise cease to manage a property, you should update or cancel the relevant service.
6. Ordering products
When you place an order through our website, you are making an offer to buy the products you have selected. Pledges made through Crowdfunder are also subject to Crowdfunder’s own terms.
We will confirm receipt of your order.
A contract for the purchase of the products is formed when we accept your order and confirm that the products are being supplied to you.
We may refuse or cancel an order where, for example:
- a product is unavailable;
- there is an obvious pricing or description error;
- we cannot reasonably fulfil the order; or
- we reasonably suspect fraud or misuse.
If we cancel an order after you have paid, we will refund the amount you paid for the cancelled order.
7. Product descriptions
We try to make our product descriptions, photographs and measurements as accurate as reasonably possible.
Colours and appearance may vary slightly between your screen and the physical product.
We may make reasonable changes to a product where necessary to improve its performance, manufacture or availability.
Nothing in these Terms limits your legal rights if a product does not conform to the contract.
8. Custom products
Some Magic Letterbox products may be customised or made specifically for you.
Because these products are made to your requirements, customised products cannot normally be returned simply because you have changed your mind.
This does not affect your legal rights if a customised product is faulty, damaged, incorrectly made or otherwise does not conform to the contract.
We will tell you before you place your order if a product is treated as a customised product.
9. Prices and payment
The price you pay will be the price shown when you place your order or subscribe.
Unless stated otherwise, prices include VAT where VAT is applicable.
Payment must be made using the payment method offered at checkout.
We may use third-party payment providers to process payments.
For Magic Access subscriptions, your chosen payment method will normally be charged automatically at the start of each subscription period.
If a payment fails, we may suspend the relevant paid service until payment is successfully made.
We will not charge you more than the price you agreed to pay without telling you and, where required, obtaining your consent.
10. Delivery
We will provide an estimated delivery time when you place your order.
Delivery times are estimates unless we specifically agree a guaranteed delivery date with you.
You are responsible for providing an accurate delivery address.
If a product is delayed, lost or damaged during delivery, please contact us as soon as reasonably possible.
Your legal rights relating to delivery, faulty goods and refunds are not affected by these Terms.
11. Returns
We want you to be happy with your Magic Letterbox product.
In addition to your statutory consumer rights, we offer a 30-day return period for eligible standard products.
To qualify for a return:
- you must contact us within 30 days of receiving the product;
- the product must not have been applied, installed or permanently attached to a surface; and
- the product should be returned in a condition that allows us to resell it, allowing for reasonable inspection.
This 30-day return policy does not apply to customised products.
This voluntary 30-day return policy does not replace or restrict any statutory cancellation, refund or other consumer rights you may have.
12. Faulty or incorrect products
Your statutory rights apply if a product is faulty, damaged, incorrectly supplied or does not meet the requirements of consumer law.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
If you believe there is a problem with a product, contact us and we will explain what we need from you to resolve it.
We will not ask you to give up any legal rights that you have.
13. Installing Magic Letterbox products
You are responsible for ensuring that a product is suitable for the surface and location where you intend to install it.
You should follow any installation instructions we provide.
If you are unsure whether a product is suitable for a particular surface, please contact us before installation.
Once a product has been applied or permanently installed, removing it may damage the product or the surface to which it has been attached.
14. Using Magic Letterbox services
You agree to use our products, app and services in a lawful and responsible way.
You must not:
- use our services for an unlawful purpose;
- attempt to gain unauthorised access to another person’s account or property information;
- interfere with the operation or security of our services;
- deliberately provide false or misleading information;
- use another person’s property or access information without permission; or
- use our services to facilitate fraud, theft or other unlawful activity.
If we reasonably believe that a service is being misused, we may take reasonable steps to protect our customers, our systems and the service.
Where possible, we will explain what has happened and what you need to do to restore access.
15. Magic Access information
Magic Access may store or display information needed to provide access to a property.
This may include information relating to a property, a guest’s stay and access arrangements.
If you are a host or property owner, you are responsible for ensuring that information you provide to Magic Access is accurate and that you have the right to provide it.
You are also responsible for ensuring that guests receive any information they need to access the property safely and lawfully.
If your property uses a key safe or other physical access device, you remain responsible for the physical security of that device and for changing access information when appropriate.
Magic Access is intended to assist with property access. It should not be treated as a guarantee against loss, theft, damage or unauthorised access.
16. Availability of our services
We aim to keep our websites, apps and services available and working properly.
However, digital services depend on things outside our control, including internet connections, mobile networks, device operating systems, third-party platforms and hosting services.
There may also be times when we need to carry out maintenance, updates or security work.
We will try to minimise disruption where reasonably possible.
Nothing in these Terms excludes your legal rights if a paid service does not meet the requirements of consumer law.
17. Third-party services
Some Magic Letterbox features may depend on third-party services.
These may include payment providers, mapping services, app stores, hosting providers or other technology providers.
Where you use a third-party service, that service may have its own terms and privacy policy.
For example, when you make a payment on our websites, you may be taken to a secure payment page operated by Stripe. Stripe’s own terms, cookie notice and privacy policy will apply to information processed on Stripe’s website.
We are not responsible for services provided independently by third parties, although this does not affect your rights against us where we are responsible under these Terms or applicable law.
18. Intellectual property
The Magic Letterbox name, branding, designs, software, website content and other materials we create or provide belong to Magic Letterbox Limited or our licensors unless stated otherwise.
You may use our products and services for their intended purpose.
You must not copy, reproduce, modify, distribute, reverse engineer or commercially exploit our software, designs, branding or other intellectual property unless we have given you permission or the law allows you to do so.
More detailed intellectual property and software licence terms may be included in a separate agreement where applicable.
19. Your information and privacy
We collect and use personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we collect it, how we use it, who we may share it with and your rights.
You can read our Privacy Policy here: https://www.magicletterbox.com/privacy/
Our Cookie Policy explains how we use cookies and similar technologies on our websites.
You can read our Cookie Policy here: https://www.magicletterbox.com/cookies/
20. Changes to these Terms
We may update these Terms from time to time.
The latest version will be published on our website with the date it was last updated.
If a change is important and affects an existing contract with you, we will provide any notice required by law.
We will not use a change to these Terms to remove or reduce rights that you have under consumer law.
21. Ending a service
You can end a subscription or service in accordance with these Terms and any specific cancellation arrangements that apply to it.
We may suspend or end a service where:
- you fail to pay for a paid service;
- you seriously or repeatedly misuse the service;
- we reasonably believe the service is being used unlawfully or fraudulently; or
- we need to do so to protect the security of our systems or other customers.
Where appropriate, we will give you notice and an opportunity to resolve the problem before ending the service.
Nothing in this section affects your statutory rights.
22. Our responsibility to you
We are responsible for providing our products and services with reasonable care and skill and in accordance with the rights you have under consumer law.
We do not exclude or limit liability where doing so would be unlawful.
In particular, nothing in these Terms limits liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation;
- breach of your statutory consumer rights; or
- any other liability that cannot legally be excluded or limited.
We are not responsible for losses caused by circumstances outside our reasonable control.
23. Events outside our control
Sometimes things happen that are outside our reasonable control.
These may include major internet or telecommunications failures, serious cyber incidents, natural disasters, extreme weather, industrial action, government action or other events that could not reasonably have been prevented.
Where such an event affects our ability to provide a service, we will take reasonable steps to minimise the impact and restore the service as soon as reasonably possible.
24. Complaints
We want to resolve problems quickly and fairly.
If you have a complaint, please contact us with:
- your name;
- your order or subscription details, if applicable;
- a description of the problem; and
- what you would like us to do to resolve it.
We will review your complaint and respond as soon as reasonably practicable.
Email: complaints@magicletterbox.com
25. Consumer rights
Nothing in these Terms is intended to remove or restrict rights you have under applicable consumer law.
Where a provision of these Terms conflicts with a mandatory legal right, the legal right will apply.
This is particularly important for your rights relating to faulty goods, digital content, services, cancellation and refunds.
26. Separate contracts and licence agreements
Some Magic Letterbox products and services may require you to enter into a separate contract or licence agreement.
Where this applies, we will make that clear before you enter into the relevant agreement.
The separate agreement may contain more detailed provisions relating to the use of the product or service, software licences, intellectual property, security, responsibilities, service levels and termination.
If a specific contract or licence agreement applies to a particular product or service, that agreement will govern the matters specifically covered by it.
These Terms will continue to apply to matters that are not specifically covered by the separate agreement.
27. Governing law
These Terms are governed by the law of England and Wales.
If you are a consumer living elsewhere in the UK, you may also have the benefit of any mandatory rights and protections available to you under the laws that apply where you live.
Nothing in these Terms prevents you from exercising any rights you have under applicable consumer law.
28. Contact us
If you have a question about these Terms, a product or one of our services, please contact us through the contact details provided on the Magic Letterbox website.
Email: hello@magicletterbox.com
Magic Letterbox Limited
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
Website: https://www.magicletterbox.com/
Schedule 1 — Cancellation
If you have a statutory right to cancel an online or distance contract, we will provide you with the information and cancellation arrangements required by law.
Your 14-day right to cancel
Products: you can cancel within 14 days of the day you, or someone you nominate, receive the products. You do not need to give a reason.
Magic Access subscriptions: you can cancel within 14 days of the day you subscribe. If you ask us to start the service during those 14 days and then cancel, we may charge you for the service provided up to the time you tell us you are cancelling.
If you cancel, we will refund you within 14 days of receiving the products back, or evidence that you have sent them, or, for a subscription, within 14 days of you telling us. You will need to pay the cost of returning products unless they are faulty or incorrectly supplied.
Where a statutory cancellation right applies, you may contact us using the contact details on our website and tell us that you wish to cancel.
You may use the following wording, although you do not have to:
I hereby give notice that I wish to cancel my contract for the following product/service:
Order/subscription number:
Ordered on/received on:
Name:
Address:
Date:
Your statutory cancellation rights may not apply in some circumstances, including certain customised products and certain digital content or services where the law allows an exception.
Where we offer a separate 30-day return policy for an eligible physical product, that additional return policy is described in section 11 above.