Frequently asked questions

Still need help?
contact us

Payment

When will I be charged?

You are only charged once the exchange begins. Entering your credit card details during registration is solely for preliminary verification purposes. No payment will be taken until your experience officially starts.

Will I receive a confirmation when I am billed?

Yes, you will receive an official email notification when the exchange begins.

How does billing work—monthly or annually?

You can choose between monthly or annual billing based on your preference.

Can I change or cancel my options?

Absolutely! If you opt for monthly billing, you can add or remove features at any time.

Is my payment information secure?

Yes, we use industry-standard encryption and secure payment processing to ensure your personal and financial information is fully protected.

The Penpal Experience

How is the penpal matched to my child?

The penpal is carefully created and adjusted based on your child’s preferences, age, interests, and language goals. Our algorithm ensures the best possible match for a meaningful and engaging experience.

What if my child loses interest in the penpal?

If your child’s interest changes, you can adjust the settings, update preferences, or even refresh the experience to align better with their evolving interests.

How personalized is the experience?

Highly personalized! The penpal is designed to grow and adapt to your child’s preferences over time, offering dynamic and tailored exchanges.

Can we try it before committing?

Yes, we offer a trial period so you and your child can explore the experience before committing to a full subscription.

Can we pause the exchanges?

Yes, you can pause and resume the penpal experience at any time without losing progress or content.

Learning & Engagement

Will my child learn a new language?

Yes, if language learning is a goal, the platform facilitates engaging exchanges that help your child practice reading, writing, and comprehension skills in the target language.

How does the platform keep my child motivated?

• Gamification: Badges and rewards for milestones, such as sending a certain number of letters or improving their vocabulary.

• Interactive formats: Quizzes, puzzles, and multimedia content to make exchanges exciting.

• ‍Encouragement: Positive reinforcement and feedback to build confidence in communication.

• Mini-lessons: Short cultural or linguistic lessons before or after each letter.

• Personalization: Positive reinforcement and feedback to build confidence in communication.

• Encouragement: Positive reinforcement and feedback to build confidence in communication.

What happens during waiting periods between exchanges?

Your child can access interactive and educational content, such as cultural trivia, language exercises, or videos, ensuring the experience remains engaging.

Are the exchanges age-appropriate?

Absolutely. Each exchange is curated to be age-appropriate and safe for children of all ages.

What if my child struggles with writing or understanding the language?

The platform offers real-time support with tools such as writing prompts, vocabulary hints, and AI-generated feedback to help your child improve without feeling overwhelmed.

Safety & Support

Is the platform safe for my child?

Yes, safety is our top priority. All exchanges are monitored to ensure they are child-friendly and secure.

Can I monitor my child’s exchanges?

Yes, parents have access to a dashboard where they can review exchanges and track their child’s progress.

Who can I contact if there’s an issue?

Our customer support team is available 24/7 to assist you with any concerns or technical issues.

Is my child’s data protected?

Yes, we adhere to strict data privacy regulations to ensure your child’s information is fully secure and never shared with third parties.

Let’s find a Penpal!

start now