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Print and Mail Company

Acceptable Use Policy

Last updated: 6 October 2026

In short: You can send almost any lawful letter with Print and Mail Company. You may not use our service to threaten, harass, deceive or defraud anyone, to impersonate authorities, companies or people, or to send anything illegal. If a letter breaks these rules, we can refuse it before it is posted and suspend or close the account. Anyone can report a letter to support@printandmailcompany.com.

1. Scope

This Acceptable Use Policy sets out what you may and may not send with Print and Mail Company, which is operated by LeFaLux vGmbH ("we", "us"). It forms part of our Terms of Service and applies to every use of our service: the website, your account, the REST API and the MCP server, including letters created by an AI assistant or by software you authorise.

You are responsible for every letter sent from your account, for its content and for the recipient data you provide, whether you upload the letter yourself or an AI assistant composes it for you.

2. Our role

We print documents supplied by our customers, put them in envelopes and hand them to POST Luxembourg. We don't write, edit or approve letters, and we are not the sender, even when our company address is printed as the return address.

We are not obliged to monitor letters and we don't read them routinely. Our production staff handle printed pages but do not read them beyond what printing requires (see our Privacy Policy). We therefore rely on our customers to follow this policy, and on reports from recipients and others when something goes wrong.

3. Prohibited content

You may not use our service to send letters that contain, or are used for, any of the following.

Illegal content and unlawful use of personal data

  • content that is illegal under applicable law, in particular Luxembourg and EU law, or that promotes or facilitates illegal activity, including, without exception, any sexual content involving minors;
  • names, addresses or other personal data that you are not entitled to use.

Threats, harassment and intimidation

  • threats of violence or other harm against a person, their family or their property;
  • harassment, stalking or intimidation, including repeated letters to someone who has made clear that they don't want to be contacted, and letters that breach a court order such as a contact ban or restraining order;
  • disclosing someone's private information to pressure, intimidate or shame them;
  • sexual content sent to someone who has not agreed to receive it.

Defamation and hate speech

  • false statements of fact that harm the reputation of a person or a company;
  • content that incites violence or hatred against people because of characteristics such as origin, ethnicity, nationality, religion or belief, disability, sex, sexual orientation, gender identity or age, or that denies, trivialises or glorifies genocide, war crimes or crimes against humanity where this is illegal.

Extortion, fraud and deception

  • extortion or blackmail, including demands for money or other benefits backed by threats;
  • scams, fraud and phishing, including letters with links or QR codes that lead to fraudulent websites or malicious software;
  • fake invoices, fake payment demands or reminders, and invoices for goods or services that were not ordered or provided;
  • letters designed to trick recipients into signing a contract, disclosing personal or financial information or making a payment.

Impersonation and fake official notices

  • pretending to be a public authority, court, bailiff, police force, tax office, bank, utility or other company, or any other person, or falsely suggesting a connection with them;
  • letters designed to look like official notices, court documents, government forms or enforcement letters when they are not;
  • forged documents, and signatures, seals or logos that you are not authorised to use.

Unlawful advertising

  • unsolicited advertising sent in bulk to consumers without a legal basis, for example using addresses obtained or used in breach of data protection law, or sent to people who have objected to receiving advertising from you;
  • misleading or aggressive commercial practices.

Intellectual property

  • content that infringes copyright, trademarks or other rights of third parties.

Sanctions

  • letters to or on behalf of persons, entities or countries subject to EU, UN or Luxembourg sanctions, and any other use of our service that breaches sanctions or export control rules.

Anything other than a document

  • We only print and post documents created from your PDF or with our compose tool. You may not ask us to enclose goods, cash, payment cards or any other items.

4. Misuse of our platform

You also may not:

  • try to gain unauthorised access to our systems or to other customers' accounts or data, or test our security without our written permission;
  • overload or disrupt our service, or circumvent request limits, access restrictions or an account suspension, for example by opening new accounts;
  • pay with cards or accounts you are not authorised to use, or file chargebacks in bad faith;
  • upload files that contain malicious code;
  • create accounts or use our tools by automated means in a way that harms our service or other users.

5. AI assistants and the API

  • The same rules apply to letters created or sent through an AI assistant, our MCP server or our API.
  • Check every letter before you confirm it. An AI assistant can only send a letter after your explicit confirmation, and that confirmation is your decision.
  • Keep your API keys and connected assistants secure, and remove access you no longer need. We treat activity through your API keys and connected assistants as yours. If you suspect misuse, revoke the access and tell us immediately.
  • Don't use an AI assistant to get around this policy, for example by splitting up or disguising prohibited content.

6. How we enforce this policy

We act when:

  • we receive a report (see section 9);
  • we become aware of concrete indications of a violation, for example in connection with payment fraud or unusual account activity, or because a violation is obvious at a glance during production; or
  • a court or authority orders us to act.

A person reviews and decides every case. We don't use automated tools to assess the content of letters. We act diligently and objectively, take into account the rights and legitimate interests of everyone involved, including freedom of expression, and choose measures that are proportionate to the seriousness of the violation.

7. What we may do

If we have reasonable grounds to believe that a letter or an account violates this policy or the law, we may:

  • refuse to print a letter, or stop it at any stage before we hand it to POST Luxembourg. Once a letter has been handed over, we can no longer stop or retrieve it;
  • ask you for information, for example about your relationship with the recipient or your right to use a name or logo, and hold the letter until we receive it;
  • restrict functions, suspend your account temporarily or close it;
  • keep the letter concerned, its files, the account data and the relevant logs as evidence, beyond our normal deletion periods where necessary, for as long as needed to handle the case or any legal proceedings;
  • pass information to the police, courts or other authorities where we are legally required to do so, or where the law allows it in order to protect the rights or safety of others.

If we become aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place, we inform the competent law enforcement or judicial authorities, as the EU Digital Services Act requires.

8. Refunds for refused letters

If we refuse or stop a letter before handing it to POST Luxembourg, we credit the amount you paid for it to your credit balance. If the violation was intentional, we may deduct the costs we have already incurred for that letter, such as printing and franking, and we will tell you the amount deducted.

If we close your account, we refund your remaining credit to the original payment method in line with our Terms of Service, unless the payment itself is suspected to be fraudulent or the law or an authority requires us to hold the funds.

9. Reporting illegal content or abuse

Anyone, including recipients, authorities and rights holders, can report a letter or an account they believe is illegal or in breach of this policy. Send your report to support@printandmailcompany.com with the subject "Abuse report".

If someone is in immediate danger, contact the police first (emergency number 112 in the EU).

To help us handle your report quickly and accurately, please include:

  1. Why you believe the content is illegal or breaches this policy, explained as precisely as possible.
  2. Information that identifies the letter, for example the date you received it, the sender's name and return address shown, the address it was sent to, and the short reference code printed in small type near the bottom-left corner of the envelope. A photo or scan of the envelope and the letter helps, if you are willing to share it.
  3. Your name and email address. You may report anonymously if your report concerns sexual content involving minors.
  4. A statement that you believe in good faith that the information and allegations in your report are accurate and complete.

What happens next:

  • If you gave us an email address, we confirm receipt without undue delay.
  • We review your report promptly, diligently and objectively. If the letter has not yet been handed to POST Luxembourg, we can stop it.
  • We inform you of our decision without undue delay and tell you how you can challenge it.
  • We keep your identity confidential and share it with the customer concerned only where this is strictly necessary, for example for certain intellectual property claims.

If someone repeatedly submits manifestly unfounded reports, we may stop processing their reports after warning them.

10. Our decisions and how to challenge them

If we refuse a letter, restrict or suspend an account or take any other measure under this policy, we inform the customer concerned, unless the law or an authority prohibits this. We explain:

  • which measure we took, its scope and, where applicable, its duration;
  • the facts and circumstances, including whether we acted on a report;
  • the rule in this policy or the legal provision we relied on; and
  • how the decision can be challenged.

You can ask us to review any decision by replying to our message or writing to support@printandmailcompany.com within six months. Where possible, someone who was not involved in the original decision carries out the review, and we reverse the decision if it turns out to be unjustified. People who reported content can ask for a review of our decision on their report in the same way. You can also bring the matter before the competent courts.

11. Repeat violations

We close the accounts of customers who repeatedly violate this policy, including those who repeatedly infringe intellectual property rights, and we may refuse to open new accounts for them. We take into account the number and seriousness of the violations, how recent they are and whether they were intentional. Serious violations, such as threats, extortion, fraud or impersonating an authority, can lead to immediate closure, even the first time.

12. Contact points and changes

Our single point of contact under the Digital Services Act, for the authorities of EU Member States, the European Commission, the European Board for Digital Services and the users of our service, is support@printandmailcompany.com. You can write to us in English, French or German. Our company details are listed in the Imprint.

We may update this policy, for example to reflect new legal requirements or new features. We will announce significant changes as described in our Terms of Service.