Frequently asked questions

Here you will find practical information about Hay & Moon’s offerings, digital downloads and personal writing support.

About Hay & Moon

  • Hay & Moon is a place for letters, life stories and the words that matter most.

    Through thoughtful guides, reflective experiences and personal writing support, Hay & Moon helps people preserve memories, express what can be difficult to say and create something meaningful for the people they love.

  • Hay & Moon’s offerings are for anyone who wants to gather memories, share important words or leave something meaningful behind.

    Some have been created particularly with serious illness, the end of life, grief or caring for someone in mind. Others can be used at any stage of life. You do not need to consider yourself a writer, and you can move through each offering in whatever way and at whatever pace feels manageable.

  • No. Hay & Moon’s guides, experiences and conversations are intended for personal reflection and creative support. They are not a substitute for psychotherapy, counselling, medical care, legal advice or any other professional service.

    Some subjects may bring up strong emotions. You are always welcome to pause, leave out a question or return another day. Please seek appropriate professional support when you need it.

  • Some offerings include one-to-one conversations or personal help shaping a letter, story or keepsake.

    The exact format, number of conversations, expected timescale and what you will receive are described on the relevant offering page. After purchasing, you will receive further information about arranging a suitable time and preparing for the conversation.

    You remain in control of what you choose to share. There is no expectation that you discuss anything you would prefer to keep private.

    Cancellation and rescheduling conditions for individual services can be found in the general terms and any information provided with your booking.

  • Yes. A guide, experience or writing service can make a thoughtful gift, provided the recipient is comfortable receiving it.

    Because some Hay & Moon offerings touch on illness, memory, grief or the end of life, it is worth considering how the gift may feel to the person receiving it. Whenever possible, let them know why you chose it and make clear that there is no pressure to use it immediately.

    For help arranging the direct delivery of a digital gift or personal service, please contact Hay & Moon before purchasing.

  • Please send me a note through the contact page or email saskia@hayandmoon.nl. If your message concerns a purchase, please include your order number and the email address used to place the order.

    I will consider your message carefully and respond as soon as reasonably possible, with the aim of understanding what has happened and finding an appropriate solution.

Digital guides & downloads

  • After completing your purchase, you will receive an order confirmation and access to your digital files. Depending on the product, the files may be provided as a PDF or together in a ZIP folder.

    No physical product will be sent unless this is clearly stated on the product page. Please download the files and save a copy somewhere secure on your own device.

  • First, try downloading the file to a computer rather than opening it directly on a phone or tablet.

    A ZIP folder normally opens when you double-click it. The PDF files inside can be opened using your browser, Preview on a Mac or a PDF reader such as Adobe Acrobat Reader.

    Should the file still not open, try downloading it again. You can contact Hay & Moon through the contact page if you continue to have difficulty. Please include your order number and the email address used for your purchase.

  • Unless a product page specifically describes a PDF as fillable or interactive, the files are primarily designed to be printed and completed by hand.

    Many PDF programs also allow you to add text boxes or annotations. The exact options available will depend on the device and software you use.

    You may also type your answers in a separate document, dictate them, record them or ask someone you trust to help. The work does not need to be completed entirely by hand to remain yours.

  • Yes. You may print the pages as often as you need for your own personal use or for one personal project within your household.

    This allows you to begin again, replace a page, try a prompt more than once or print additional copies of selected worksheets.

  • You are welcome to share your completed pages, letters, stories and finished archive with the people you choose.

    The blank digital files themselves are licensed to the purchaser for personal use and may not be forwarded, uploaded, resold or distributed. Family members contributing to the same personal or family project may work from copies you print for them. Separate projects or households require a separate purchase.

    The files may not be used for workshops, professional client work or commercial purposes without prior written permission.

  • Digital products are normally made available immediately after purchase.

    Once a download has begun, and you have expressly agreed to immediate delivery and acknowledged that your right of withdrawal will end, the purchase cannot usually be refunded.

    This does not affect your statutory rights if a file is faulty, incomplete or not as described. Please contact Hay & Moon if there is a problem with your order so that it can be resolved.

Still have questions?

Couldn’t find the answer to your question?
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