Terms & Conditions

Welcome to Ribbon & Roots. These Terms & Conditions (“Terms”) govern your access to and use of ribbonandroots.com (the “Site”) and our letter-writing, subscription, and delivery services (the “Services”), provided by Ribbon & Roots (“Ribbon & Roots,” “we,” “us,” or “our”).

By accessing the Site, placing an order, or subscribing to any plan, you agree to be bound by these Terms. If you do not agree, please do not use our Site or Services.

About Our Services

Ribbon & Roots helps customers turn personal stories, memories, and messages — shared by form, text, or voice memo — into handwritten-style letters that are printed and mailed to a recipient of the customer’s choosing. We offer both one-time letters and recurring subscription plans (including Loyalty, Legacy, Heirloom, and Ribbon Reserve), each with different letter frequency, personalization, and add-on options as described on our Site.

Letter content is created by our writers based on the information, stories, and voice recordings you provide. While our writers work to reflect your voice and intent as closely as possible, the final letter is a creative interpretation of what you share with us.

Orders, Subscriptions, and Billing

When you place a one-time order or subscribe to a plan, you authorize us to charge the payment method you provide for the applicable fees, including any add-ons (such as premium stationery, wax seal, or keepsake box) selected at checkout.

Subscription plans are billed on a recurring basis — monthly or annually, depending on the plan selected — and will automatically renew until cancelled. You may cancel your subscription at any time through your account or by contacting us; cancellation will take effect at the end of your current billing cycle, and no partial refunds are issued for the remainder of an active cycle unless required by law.

Prices for our Services are listed on the Site and are subject to change. We will make reasonable efforts to notify subscribers of any pricing changes in advance of their next billing cycle.

Accuracy of Information

You are responsible for providing accurate and complete information about yourself and your intended recipient, including names, mailing addresses, and any personal details or stories used to write your letter. Ribbon & Roots is not responsible for delivery delays, misdelivery, or errors in letter content resulting from inaccurate, incomplete, or outdated information provided by you.

Letter Content and Creative Discretion

While we aim to honor the tone, sentiment, and details you provide, our writers retain creative discretion in shaping your letter into a polished, well-written final product. We reserve the right to decline to write or send letters that contain content we determine, at our sole discretion, to be unlawful, harassing, threatening, defamatory, hateful, or otherwise inappropriate.

Every letter is reviewed before it ships. If you have opted into a review step for your plan, you will have the opportunity to review your letter before it is finalized and mailed.

Delivery

We work to ensure letters are prepared and mailed according to the schedule associated with your plan or order. However, once a letter leaves our facility, delivery timing depends on postal carriers and other third parties outside our control. Ribbon & Roots is not responsible for delays, loss, or damage caused by postal services or third-party delivery providers.

Roots of Connection

A portion of every Ribbon & Roots subscription supports our Roots of Connection give-back program, through which we write and send letters to isolated seniors, veterans, and deployed service members identified through facility partnerships and community referrals. Participation in a subscription plan automatically contributes to this program at no additional cost to you. Ribbon & Roots determines recipients, partner facilities, and program logistics at its sole discretion, and we make no guarantee regarding the number, timing, or specific recipients of Roots of Connection letters in any given period.

Voice Memos and Recordings

If you submit a voice memo, voicemail, or other audio recording to help us write your letter, you consent to our transcribing, storing, and using that recording solely to create and personalize your letter. See our Privacy Policy for more detail on how this information is handled.

Cancellations and Refunds

One-time letter orders are generally final once writing has begun, as they involve custom, personalized work. If you are dissatisfied with a delivered letter due to an error on our part, contact us and we will work with you to make it right.

Subscription plans may be cancelled at any time and will remain active through the end of the current billing period. We do not offer refunds for previously delivered letters or partial billing periods, except where required by applicable law.

Intellectual Property

The Site, including its design, text, graphics, logos, and content (excluding letter content created for individual customers), is owned by Ribbon & Roots and protected by applicable intellectual property laws. You may not copy, reproduce, or distribute any part of the Site without our prior written permission.

The personal stories and details you share with us remain yours. We use them solely to create your letter and, unless you separately consent, will not publish or repurpose your content elsewhere.

User Conduct

When using our Site or Services, you agree not to submit false, misleading, harmful, or unlawful content, attempt to interfere with the operation or security of the Site, or use our Services for any purpose that violates applicable law or the rights of others.

Limitation of Liability

To the fullest extent permitted by law, Ribbon & Roots is not liable for any indirect, incidental, special, or consequential damages arising from your use of the Site or Services, including but not limited to delivery delays, postal errors, or dissatisfaction with letter content that reasonably reflects the information you provided. Our total liability for any claim relating to our Services is limited to the amount you paid for the applicable order or subscription period in question.

Disclaimer of Warranties

Our Site and Services are provided “as is” and “as available,” without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

Third-Party Services

Our checkout and payment processing may involve third-party providers (such as payment processors and buy-now-pay-later services). Your use of those services is subject to their own terms and privacy policies, which we encourage you to review.

Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, business practices, or legal requirements. We will post the revised Terms on this page with an updated “Last Updated” date. Continued use of our Site or Services after changes are posted constitutes acceptance of the updated Terms.

Governing Law

These Terms are governed by the laws of the State of California, without regard to its conflict of law principles, unless otherwise required by the laws of your jurisdiction.

Contact Us

If you have questions about these Terms, please contact us:

Phone: (858) 868-0661
Email: contact@ribbonandroots.com
Website: ribbonandroots.com