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Terms of Service

Last updated: August 5, 2026

Acceptance of these terms

These Terms of Service (the “Terms”) are an agreement between you and MatterSnail LLC (“MatterSnail,” “we,” or “us”) governing your use of the MatterSnail platform, website, and related services (together, the “Service”). By creating an account, joining a team, or using the Service, you agree to these Terms and to our Privacy Policy. If you use the Service on behalf of a firm or other organization, you represent that you have authority to bind that organization, and “you” refers to it.

The service

MatterSnail lets teams send physical USPS mail (including First-Class, Priority, and Certified Mail) from the browser. You upload documents, add recipients, and choose mailing options; we and our print-and-mail fulfillment partners print, fold, stuff, and hand each envelope to the United States Postal Service (“USPS”), then surface delivery tracking in your dashboard. Depending on the options you select, the Service can also generate records such as a Proof of Service, a Certificate of Acceptance, and electronic return receipts.

Physical delivery is performed by the USPS, not by MatterSnail. Delivery timeframes shown in the Service are USPS estimates, not guarantees, and tracking information is based on USPS scan data as we receive it.

Accounts and eligibility

  • You must be at least 18 years old and able to form a binding contract to use the Service.
  • Sign-in is handled by our authentication provider. You are responsible for safeguarding access to your account and for all activity that occurs under it.
  • You must provide accurate account and billing information and keep it current.
  • Notify us promptly at hello@mattersnail.com if you suspect unauthorized use of your account.

Teams, roles, and users

Work in MatterSnail happens inside a team. The team is the billing entity: it holds the payment method, mailings, address books, and settings. Team owners and administrators can invite members, assign roles, and control team-level settings, including whether optional AI features are enabled.

Members of your team can see the team’s mailings, documents, recipients, and delivery information consistent with their role. You are responsible for who you invite and for the actions team members take within the team, including mailings they submit and charges those mailings incur. Paid plans include unlimited users at no additional charge; the free plan is limited to three users.

Submitting and canceling mailings

  • Submission is authorization. When you submit a mailing, you authorize us to print the documents, produce the envelopes, hand them to the USPS, and charge the team’s payment method for the resulting fees.
  • Same-day cutoff. Mailings submitted before the cutoff shown in the Service (currently 12:50 p.m. Pacific time) on a business day are typically handed to the USPS the same day. Mailings submitted after the cutoff, on weekends, or on USPS federal holidays are processed the next business day. The cutoff is a target, not a guarantee.
  • Cancellation window. You may cancel a submitted mailing only during the cancellation window shown in the Service. Once the window closes and fulfillment begins, the mailing cannot be recalled; physical mail cannot be unsent.
  • Address accuracy. You are responsible for the accuracy of recipient and return addresses. We may surface address suggestions, but the addresses you submit are the addresses we print.
  • Spending safeguards. Teams are subject to spending limits. We may decline or hold submissions that exceed a team’s limit until an increase is approved.

Your documents and content

You retain all rights to the documents and other content you upload. You grant us a limited license to store, process, print, and transmit that content solely as needed to provide the Service, for example, passing your documents to our print-and-mail partner so they can be printed and mailed. We do not use your documents for advertising or to train AI models, and the contents of uploaded document files are not displayed in the internal tools our staff uses to operate the Service. When and why our staff can reach your account data is described in Support access to your account below.

  • Keep your originals. MatterSnail is not a document archive or system of record. Uploaded document files are automatically and permanently deleted from our storage 14 days after upload.
  • Upload limits currently apply per mailing (number of documents, total pages, and file size) and are enforced in the Service.
  • You represent that you have all rights necessary to upload and mail the content you submit, and that doing so does not violate any law or third-party right.

Support access to your account

Operating the Service means our staff can reach the data inside it. We access a team’s account data only to run and support the Service: to investigate a problem you report, to diagnose a mailing that failed or stalled, to correct a billing error, to meet a legal obligation, or to protect the Service and its users. We do not look through customer accounts for any other reason.

  • What our internal tools show. Mailing details and status, recipient and return addresses, tracking histories, billing and usage records, team membership, and document metadata such as file names, titles, and page counts.
  • What they do not show. The contents of your uploaded document files, which are neither displayed nor downloadable through those tools.
  • Signing in as you. To reproduce a problem we cannot otherwise see, an authorized member of our staff may access the Service as your user account. We use this sparingly, for support and diagnosis only.
  • Access is recorded. We keep an internal record of staff access to customer accounts, including who accessed what and when.
  • Changes appear in your audit log. If our staff changes something on your team’s account, that change is recorded in the team’s audit log, attributed to “MatterSnail Support.” We identify our staff by that label rather than by name.

Only personnel who need this access to do their jobs have it. How we handle the information involved is described further in our Privacy Policy.

Acceptable use

You agree not to use the Service to:

  • send mail that is unlawful, fraudulent, deceptive, threatening, or harassing, or that violates any USPS regulation;
  • send unsolicited bulk mail in violation of applicable law;
  • infringe the intellectual-property, privacy, or other rights of any person;
  • probe, disrupt, or circumvent the security or spending safeguards of the Service, or access it by automated means except through interfaces we provide;
  • resell or white-label the Service without our written permission.

We may refuse, hold, or cancel any mailing that we reasonably believe violates these Terms or the law.

Optional AI features

The Service includes optional AI features that summarize the delivery status of your mailings. These features are controlled at the team level: teams choose whether to enable them, and an owner or administrator can turn them off at any time, which also deletes previously generated summaries.

  • AI summaries are generated from delivery metadata only (recipient names and locations, mail service, tracking status, and dates). The contents of your uploaded documents are never read by or sent to an AI model.
  • AI output may be inaccurate or incomplete. Summaries are provided for convenience and should not be treated as an authoritative record. Rely on the underlying tracking data, not the summary, for any important determination.
  • AI features are provided as-is and may be changed, suspended, or removed at any time.

How AI features handle data is described in our Privacy Policy.

Fees and billing

  • Payment method required. A valid payment method on file is required to send mail, even on the Free plan.
  • Per-mailing charges. Each mailing incurs a per-piece service charge (covering printing, stuffing, and hand-off to the USPS), the cost of postage, and any add-ons you select. The prices in effect when you submit a mailing are the prices you pay for it; a full cost breakdown is shown before you submit.
  • Subscriptions. Paid plans are billed monthly and include unlimited users at no additional charge. Adding or removing team members does not change your subscription fee.
  • Usage billing. Per-mailing usage is metered and invoiced periodically through our payment processor. You authorize us to charge the team’s payment method for all fees incurred.
  • Taxes. Fees are exclusive of taxes, which are added where applicable.
  • Failed payments. If a charge fails, we may retry it and may suspend the team’s ability to send mail until the balance is settled.
  • Price changes. We may change pricing prospectively. Changes never apply retroactively to mailings already submitted.

Credits and refunds

  • Mailings canceled within the cancellation window are not charged; if a canceled mailing was already billed, we refund the billed amount.
  • If the USPS fails to collect a signature on a signature-required mailing, we credit the incurred postage back to your account.
  • Subscription fees for a billing period already started are not refunded when you downgrade or cancel; plan changes take effect as described in the Service.
  • Except as described above or required by law, fees are non-refundable once a mailing has been handed to the USPS.

Third-party services

The Service depends on third parties (including our print-and-mail fulfillment partner, the USPS, our payment processor, and our authentication provider) and offers optional integrations such as Clio. When you connect an integration, you authorize us to exchange data with it on your behalf (for example, importing Clio contacts, matters, and documents, or posting expenses and notes back to Clio), and your use of that integration is also governed by the third party’s own terms. We are not responsible for third-party services, including USPS delivery performance.

Intellectual property

The Service, including its software, design, and content (other than your content), is owned by MatterSnail and its licensors and is protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms. You may not copy, modify, or create derivative works of the Service except as permitted by law.

Disclaimers

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT MAIL WILL BE DELIVERED BY ANY PARTICULAR DATE, THAT TRACKING DATA IS COMPLETE OR ACCURATE, THAT AI-GENERATED SUMMARIES ARE ACCURATE, OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE.

Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MATTERSNAIL WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, MISSED LEGAL DEADLINES, OR FAILED SERVICE OF PROCESS, ARISING OUT OF OR RELATING TO THE SERVICE. TO THE SAME EXTENT, OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THE SERVICE WILL NOT EXCEED THE AMOUNTS YOUR TEAM PAID US FOR THE SERVICE IN THE TWELVE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS, SO SOME OF THESE LIMITATIONS MAY NOT APPLY TO YOU.

Indemnification

You will indemnify and hold MatterSnail harmless from claims, damages, and expenses (including reasonable attorneys’ fees) arising out of the content you mail, your violation of these Terms, or your violation of any law or third-party right in connection with the Service.

Suspension and termination

You may stop using the Service at any time and may delete your account from your profile settings (if you own a team with other members, you must first transfer ownership). Team owners may delete their team, which removes the team’s access to the Service. We may suspend or terminate access to the Service if you materially violate these Terms, if required by law, or to protect the Service and its users. Mailings already handed to the USPS cannot be recalled on termination, and accrued fees remain payable. Sections of these Terms that by their nature should survive termination (including fees, disclaimers, limitation of liability, and indemnification) survive.

Changes to the service or terms

We are always improving the Service and may add, change, or remove features. We may also update these Terms from time to time. If a change is material, we will give reasonable notice (for example, by email or a notice in the Service) before it takes effect. Your continued use of the Service after a change takes effect constitutes acceptance of the updated Terms.

Governing law

These Terms are governed by the laws of the State of North Carolina, without regard to its conflict-of-laws rules. Any dispute arising out of or relating to these Terms or the Service will be resolved in the state or federal courts located in North Carolina, and you consent to their jurisdiction. Nothing in this section prevents either party from seeking relief in small-claims court where available.

Contact

Questions about these Terms? Contact us at hello@mattersnail.com.