Terms & conditions

1. Who we are

PleaseSanta is a trading name of Present Picker Ltd (PRESENT PICKER LIMITED), a company registered in England & Wales, company no. 14448250, registered office 4 College Gardens, Enfield, EN2 0QF, United Kingdom. In these terms, “we” means Present Picker Ltd.Contact: hello@pleasesanta.com, 07966 890754. Full details are in our imprint.

2. The service

PleaseSanta is an online service for planning Christmas, writing letters to Santa and showing a playful Nornometer™. It runs in current versions of Chrome, Edge, Firefox and Safari on desktop and mobile. Barcode scanning needs a camera; everything else works without one. Read how we make it accessible in our accessibility statement.

3. Accounts

You must be 18 or over to hold an account. You create and manage child profiles and are responsible for keeping your password and grown-ups’ PIN private. You can invite one or more other grown-ups to share your family’s account.

4. Subscriptions, free trial and billing

Plans cost £2 per month or £12 per year. New accounts get a 14-day free trial. When the trial ends we charge the payment method you gave us unless you cancel before then. We email you 3 days before the trial ends.

Free letter to Santa. You can also open a free account without giving a payment method. A free account lets one child in your family send one letter to Santa within 7 days of signing up, and get Santa’s reply by email. Free accounts can view the grown-ups’ area but not use gift lists, budgets or the Nornometer™. We never charge a free account. You can start the 14-day free trial at any time, on the terms above. If you don’t, we delete the free account and everything in it 30 days after the 7 days end, and email you a week before.

Subscriptions renew automatically for the same period at the same price until you cancel. We remind you before every yearly renewal. If we ever change the price, we’ll tell you at least 30 days before it applies to you, and you can cancel before then without paying the new price (see section 14). Payments are processed by Stripe; we never see your full card details.

5. Cancelling

Cancel anytime in two clicks from Account & data, or without logging in using our cancellation page. Cancelling stops the next renewal; you keep access until the end of the period you’ve paid for. If you cancel during the free trial, you’ll never be charged. We confirm every cancellation by email.

After your subscription ends, your account is read-only for 90 days so you can rejoin or download your data, then it is deleted.

6. Your right to cancel (withdrawal)

6.1 Your 14-day right to cancel. If you are a consumer in the UK, you have the right to cancel (withdraw from) this contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The period ends 14 days after the day the contract is concluded: the day you start your subscription (including its free trial), or the day you upgrade from a free account.

6.2 The service starts straight away. When you start a subscription you ask us to begin providing the service immediately, during the 14-day period, so that you can use it in your free trial. PleaseSanta is an ongoing service rather than something delivered once, so starting straight away does not take away your right to cancel: you can still cancel at any point in those 14 days.

6.3 What you pay if you cancel. The law allows a business to charge for the part of an ongoing service it has already supplied before you cancel. We choose not to: if you cancel within the 14 days, we refund everything you have paid us under the contract, in full. Because the free trial covers the whole period, you won’t normally have paid anything.

6.4 How to cancel. To exercise it, use our withdrawal function at pleasesanta.com/cancel (“Withdraw from contract here”), or tell us with a clear statement by email to hello@pleasesanta.com, by phone on 07966 890754, or by post to 4 College Gardens, Enfield, EN2 0QF, United Kingdom. You may use the model form below, but it isn’t obligatory. It’s enough to send your notice before the period ends. We’ll confirm receipt by email straight away.

6.5 Your refund. We will reimburse all payments received from you under this contract without undue delay and no later than 14 days from the day we are informed of your decision, using the same payment method you used unless you agree otherwise. You won’t pay any fees for the reimbursement.

6.6 Our extra promise. On top of the statutory right, if you are charged for the first time and change your mind within 14 days of that first charge, you can withdraw the same way and we’ll refund that charge in full.

6.7 Free accounts and renewals. A free account is never charged, so there is nothing to cancel or refund. A paid subscription renews automatically until you cancel (see sections 4 and 5); after the first 14 days and the extra promise above, cancelling stops the next renewal rather than refunding the current period, except as set out in sections 7 and 14.

7. If something goes wrong (your statutory rights)

7.1 What the law requires. Under the Consumer Rights Act 2015, we must provide the PleaseSanta service with reasonable care and skill and as we have described it, for as long as your subscription runs. Digital content we supply as part of it (such as Santa’s printable letter or your data download) must be of satisfactory quality, fit for purpose and as described. Nothing in these terms affects these statutory rights.

7.2 If the service isn’t right. Tell us and we will put it right (perform it again or fix it) within a reasonable time, free of charge and without significant inconvenience to you. If we can’t, or don’t within a reasonable time, you are entitled to a price reduction, which in some cases can be a refund of everything you paid for the affected period.

7.3 If digital content is faulty. You can ask us to repair or replace it. If we can’t, or don’t within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction or a refund.

7.4 Damage to your device or other content. If digital content we supply damages your device or other digital content you own, and that happens because we didn’t use reasonable care and skill, we will either repair the damage or pay you fair compensation.

7.5 How to report a fault. Email hello@pleasesanta.com with what went wrong. Free advice on your rights is available from Citizens Advice (or Advice Direct Scotland in Scotland).

8. Letters to Santa

Letters are kept privately in your account. Notes that a letter has arrived go only to the grown-ups in your family that you choose. We never publish letters or use them for advertising, profiling or AI training.

In plain terms: letters are stored securely in your account on our servers. About a day after a letter arrives, a reply from Santa is sent by email to those same grown-ups (or to the account holder if none are chosen), never to a child. Each child can send up to 3 letters each Christmas (a grown-up can add up to 3 more), and replies are sent while your membership is active. On the children’s screens we describe all this as letters travelling to the North Pole, to keep the magic.

9. Acceptable use and online safety

9.1 Your part. Don’t misuse the service, try to access other people’s data, or upload, share or store illegal content, or anything that could harm a child.

9.2 How PleaseSanta keeps you safe. Everything you add stays inside your own family account: nothing is public, and people outside your family can’t find, contact or join you. Only the account holder can invite another grown-up. Children can’t contact anyone, and the children’s screens show only their own Nornometer™ and letter count, with no ads, chat or links out. Letter files are checked when they arrive and documents are never opened on our site. We assess the risks on PleaseSanta as the Online Safety Act 2023 requires, and review them at least once a year.

9.3 Reporting. If you come across illegal content, or anything that puts a child at risk, tell us at legal@pleasesanta.com, on 07966 890754, or by post. We acknowledge reports within 1 working day and deal with anything suggesting a child is in danger the same day. If someone is in immediate danger, call 999.

9.4 What we do. We remove illegal content swiftly and may suspend or close an account that shares it, reporting it to the police or the National Crime Agency where the law requires. For other serious or repeated breaches of these rules we may suspend an account, after telling you why and giving you a chance to respond where reasonable.

9.5 Complaints and appeals. You can complain about how we handled a report, or appeal a decision to remove content or suspend your account, the same ways. We reply within 10 working days, and put things right straight away if we got it wrong. Ofcom regulates online safety in the UK (ofcom.org.uk).

10. Prices and third-party shops

Prices fetched from links or barcodes are a guide only. Purchases are made directly with retailers under their terms; we are not a party to them and earn no commission.

11. Liability

11.1 What we never limit. Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights under the Consumer Rights Act 2015, including the rights in section 7 and our responsibility for damage to your device or digital content;
• our obligations under data protection law; or
• anything else that cannot be limited or excluded under the law of England and Wales.

11.2 What we are responsible for. We take reasonable care to keep the service running and your data safe. If we break these terms or fail to use reasonable care and skill, we are responsible for loss you suffer that is a foreseeable result of that. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when the contract was made. We are not responsible for loss that wasn’t foreseeable.

11.3 Personal use only. PleaseSanta is for personal and family use. We are not liable for business losses, such as loss of profit, business or opportunity.

11.4 Overall limit. Subject to 11.1, our total liability to you in connection with these terms and the service is limited to the greater of the fees you paid us in the 12 months before the event giving rise to the claim, or £100.

12. Trademarks and content

PleaseSanta™, Nornometer™ and the hat logo are UK registered trademarks of Present Picker Limited or its associates. You may not use them without written permission. You keep ownership of everything you and your children add; you give us only the permission we need to store and show it to your family.

13. Recommending PleaseSanta

Members can share a personal link from Account & data. A friend who signs up through it gets 30 extra days on their free trial (first contract only). When that friend has paid for PleaseSanta and their 14-day withdrawal period has passed, and they are still a member, you get account credit worth a sixth of the yearly price (£2). Credit comes off your next bill automatically, has no cash value and can’t be transferred. You can earn credit for up to 6 friends in any 12 months.

Please share only with people you know, and don’t send messages people haven’t asked for. If you post your link publicly (for example on social media), label it as an ad. No credit is given for referring yourself or your own household (for example the same payment card), and we may withhold credit gained through misuse. We may change or end the scheme; credit you’ve already earned stays on your account.

14. Changes to these terms and our prices

14.1 Why we might make changes. We may change these terms or our prices only for a good reason: a change in the law or a regulator’s guidance; to keep the service secure; to reflect changes to the service, the technology it runs on or the payment methods we accept; or to reflect changes in our costs of providing it.

14.2 Notice. We will email you at least 30 days before a material change to your terms or a change to your price takes effect. A new price applies from your first renewal after that notice period. Changes that only make the terms clearer or don’t disadvantage you may apply straight away; the latest version is always on this page.

14.3 Your right to leave. If you don’t agree to a change, you can cancel your subscription before it takes effect, with no penalty. If you have paid in advance (for example on the yearly plan), we will refund the part of the period you haven’t used, pro rata.

15. Law and courts

These terms are governed by the law of England and Wales, and you can bring claims in the courts of England and Wales. If you live in Scotland, you can also bring claims in the Scottish courts, and if you live in Northern Ireland, in the courts of Northern Ireland. Wherever you live in the UK, you keep the protection of the mandatory consumer law that applies where you live. Please contact us first — we’ll always try to put things right. If we can’t settle a complaint, we’ll tell you in writing, name an alternative dispute resolution (ADR) provider that could help, and say whether we agree to use it.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract. Send it by email to hello@pleasesanta.com or by post to Present Picker Ltd, 4 College Gardens, Enfield, EN2 0QF, United Kingdom.)