Privacy Policy & Terms of Use

Privacy Policy

Effective date: October 22, 2026.

This policy explains how Letter 5 LLC (“Letter 5,” “we,” “us,” or “our”) handles personal information in connection with Heaven Online, our artist projects, merchandise, tours, and digital and in-person events. It covers information collected through services that link to this policy. A separate notice may apply to a third-party store, ticketing provider, or portal.

1. Information we collect

Depending on the feature you choose to use, we may collect your name, email address, phone number, mailing or shipping address, and age or age range. We also receive information you include in messages, event registrations, and orders, together with your communication preferences and consent records. Not every feature requires every field; required fields will be identified when you provide information.

Website hosting and service providers may process technical information such as IP address, browser, device, pages requested, timestamps, and security logs. Checkout providers process payment details under their own notices. Do not send payment-card details or sensitive personal information through general contact forms.

2. How we use information

We use information to deliver requested services; respond to inquiries; process merchandise orders and event registrations; verify age-related eligibility where relevant; prevent fraud and abuse; maintain security; and meet legal obligations. With the permission required for the channel and your location, we also send news and promotions about Letter 5 and its artist roster, including projects, releases, merchandise, tours, and special digital and in-person events. We may use your stated interests, age range, or location to make those updates relevant.

3. Email, text messages, and your choices

You can unsubscribe from promotional email using the link in the message. Service messages about an order, security issue, or registration may still be sent when necessary. Providing a phone number, making a purchase, or agreeing to these Terms does not by itself enroll you in promotional text messages.

If an SMS program is offered, its signup will separately identify the sender and request the consent required by law, including consent for automated marketing texts where applicable. Consent to marketing texts is not a condition of purchase. Message frequency varies; message and data rates may apply. Program instructions will explain how to get help and opt out, including by replying STOP. We honor valid withdrawal requests as required by applicable law.

4. When information is shared

We may provide information to vendors that help operate the website, deliver communications, fulfill orders, manage tickets and events, provide customer support, and protect our services. They receive information needed for those functions subject to appropriate restrictions. We may also disclose information to comply with law, respond to valid legal process, protect rights and safety, or in connection with a merger, acquisition, or business transfer, subject to applicable protections.

Affiliates and artist teams may assist with the purposes described above, subject to the notice and permissions applicable to the collection. This policy does not give unidentified affiliates blanket permission to send their own marketing.

We share fan information with marketing contractors who manage campaigns for Letter 5’s artists and projects on Meta, Google, TikTok, and through out-of-home advertising. Campaign tactics include contact-list uploads and website tracking pixels. Information may be disclosed to advertising platforms through those activities to reach audiences and measure campaign performance. This does not mean that every field we collect is provided to every contractor, platform, or out-of-home advertising provider. Depending on the processing and applicable law, these activities may constitute a sale of personal information, sharing for cross-context behavioral advertising, or processing for targeted advertising, even when no money is exchanged. You may request to opt out of advertising-related sharing by emailing support@letter5.co or writing to the address below. Unsubscribing from promotional email or SMS is a separate choice.

5. Cookies and external services

We and our marketing contractors use website tracking pixels as part of advertising campaigns. Depending on their configuration, pixels and related cookies may collect identifiers, browser or device information, pages viewed, and interactions with our website to support advertising and measure campaign performance. Hosting, shopping, and embedded-content providers may also use cookies or similar technologies to deliver their features and protect their services. External services may process information under their own privacy policies. Browser settings can limit cookies, but do not by themselves remove information already uploaded in contact lists.

6. Retention and security

We retain information for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, dispute-resolution, and security needs. Retention depends on the information and relationship involved. We may retain limited suppression records to honor opt-outs. We use reasonable safeguards appropriate to the information; no website, transmission, or storage method can be guaranteed completely secure.

7. Your privacy rights

Depending on where you live and which laws apply to us, you may have rights to access, correct, delete, or receive a copy of personal information; withdraw consent; or opt out of certain processing, including sale, sharing, or targeted advertising. Some laws also provide appeal or authorized-agent rights. Contact us using the details below to make a request. We may verify your identity and authority, and legal exceptions may apply. We will not unlawfully discriminate against you for exercising applicable rights.

8. Children and age-restricted activities

Our general fan signup services are not directed to children under 13, and we do not knowingly collect their personal information through those services. If you believe a child under 13 has provided information, contact us so we can investigate and take appropriate action. Individual events, purchases, or programs may have additional age or parental-permission requirements. Do not provide a false age.

9. Changes to this policy

We may update this policy as our services or practices change. We will identify the effective date and provide additional notice or obtain consent where required. A revised policy does not override consent rights or authorize uses prohibited by applicable law.

Terms of Use

Effective date: October 22, 2026.

1. About these Terms

These Terms govern your use of the Heaven Online website operated by Letter 5. By using the site, you agree to these Terms to the extent permitted by applicable law. If you do not agree, do not use the site. Mandatory consumer protections and privacy rights remain applicable.

2. Creative content and appropriate use

Heaven Online and Heaven Offline include fictional storytelling and entertainment. References to memory editing, research, trials, or treatments are creative content, not medical services or medical advice. Do not rely on this content for healthcare decisions.

You must use the site lawfully and provide accurate information when using its services. Do not impersonate others, submit information you are not authorized to share, interfere with security or operation, distribute malware, or infringe another person’s rights.

3. Intellectual property

The site’s branding, artwork, music, video, text, and other content belong to Letter 5 or their respective owners and are protected by applicable law. You may access the site for personal, noncommercial use and use sharing features as intended. No ownership or other license is granted beyond that use. Other copying, distribution, exploitation, or use of trademarks requires permission unless permitted by law.

4. Merchandise, tickets, and third parties

Purchases, tickets, and registrations may be handled by a separate provider and are subject to the terms, prices, eligibility rules, and refund policies displayed at that transaction. These Terms do not replace those terms or limit mandatory consumer rights. We do not guarantee availability of any product, artist appearance, event, or promotion. Specific promotion rules apply where provided.

Third-party links and embedded services are offered for convenience. Their operators control their services and policies; a link does not make Letter 5 responsible for their independent acts.

5. Availability and disclaimers

To the extent permitted by law, the site is provided “as is” and “as available,” without warranties of uninterrupted operation, accuracy, fitness for a particular purpose, or noninfringement. We may update, suspend, or discontinue features. These limitations do not exclude warranties or responsibilities that cannot lawfully be excluded.

6. Limits on liability

To the fullest extent permitted by applicable law, Letter 5 and its affiliates, artists, officers, employees, and service providers are not liable for indirect, incidental, special, consequential, or punitive damages arising from use of the site. Nothing in these Terms excludes liability for fraud, willful misconduct, gross negligence, or any liability that cannot legally be limited, or waives your nonwaivable consumer or privacy rights.

7. Enforcement and updates

We may restrict access in response to misuse or legal requirements. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. Updated Terms will be posted with a revised effective date, with additional notice or agreement where required. No arbitration requirement or class-action waiver is imposed by these Terms.

Contact & Privacy Requests

Letter 5 LLC · Email: support@letter5.co · Mailing address: 235 Park Avenue South, 9th Floor, New York, NY 10003. Contact us for privacy questions or requests to access, correct, or delete information, or to opt out of advertising-related sale, sharing, or targeted advertising. Please describe your request and provide only the information needed to identify the relevant record; do not send sensitive identity documents unless specifically requested through an appropriate secure process.