Answers to the things people ask most, and the addresses to reach a person. Support hours are Sunday to Thursday, 09:00–18:00 Gulf Standard Time, in English and العربية. Urgent safety reports are monitored outside these hours.
Browse by topic
Getting started
Downloading the app, creating an account, and writing your first message.
Tributes
Scheduling, editing, cancelling, and what happens when a message unlocks.
Gifts & delivery
Engraving, dispatch, customs, and the two separate delivery schedules.
Returns
What can be returned, what cannot, and how to report a fault.
Credits & billing
What Credits are, what they pay for, expiry, and payment problems.
Privacy & security
Encryption, data storage in the UAE, and downloading your data.
Safety & reporting
Blocking, reporting, harassment, and appealing a restriction.
By post: Lets Horaro - F.Z.C, 157, Street 1, Contemporary, Al Reef 1, United Arab Emirates (AE).
🚨 If you or someone else is in immediate danger, contact your local emergency services first. Let’s Horaro is not an emergency service.
Frequently asked questions
Last updated 5 Sep 2026
About Let's Horaro
A way to send messages into the future. You write something now, choose when it opens, and optionally attach a gift. The recipient sees a countdown, then it unlocks at the exact moment you chose.
Using it is free. Receiving a Tribute is always free. Sending one costs Credits, and gifts cost money. → Credits & Billing
English and العربية, with full right-to-left layout. More are planned. → Language settings
iPhone (iOS 15+) and Android (9+). Both are coming soon. → Downloading
Account
16 to have an account. 21 to buy anything — UAE law requires full contractual capacity for purchases. → Age requirements
No. You sign in with your phone number and a code sent by SMS. We recommend adding an email and two-factor authentication as backups. → Creating your account
Yes — do it while you still control the old number. Settings → Account → Change phone number. → Changing your number
Your account, Tributes, Credits and Treasure survive. Your encrypted chat history only survives if you set up key backup. → I lost my phone
Settings → Account → Delete Account. Download your data first — deletion is permanent. → Deleting your account
Tributes
No limit, as long as you buy Credits for the storage duration. → Choosing when it unlocks
No. Delete it and create a new one — Credits already spent aren't refunded. Drafts can be edited freely. → Can I edit?
Yes, any time before it unlocks — but a deletion in the final 24 hours may not go through. By then it may already be in the delivery pipeline. Cancel early. → Cancelling a Tribute
No. Once it unlocks, the recipient's copy is theirs. You can't recall it. → Can I get it back?
If they'd already been notified, yes — we tell them it was withdrawn. We don't tell them what it said or why. → Cancelling a Tribute
To the recipient, yes. To us, no — we always know who sent every Tribute, and we'll disclose it if you use anonymity to harass someone. → Sending anonymously
It still delivers. For most people that's the point. Your executor can ask us to suspend it with proper documentation, but they can't read undelivered Tributes. → Scheduling for after I die
Receiving
Probably — but check. We never ask for payment, card details or a verification code. Verify by typing letshoraro.com into your browser yourself rather than tapping a link. → Is this real?
To open a Tribute, yes — app or web. It's free, you don't have to buy anything, and you can delete your account the same day. → Do I have to install?
No. Not by any means, including changing your device clock — the lock is enforced on our servers. → Can I open it early? I don't know who sent it and it worries me. You can block delivery, report it, or opt out entirely — right now, without waiting. Our safety team can see who sent it. → I don't know who sent this I don't want to receive anything from Let's Horaro. Reply STOP to any message, or email privacy@letshoraro.com. A suppression request can't be overridden by any sender. → I don't want this I need a Receiver Key. Ask the sender. We can't recover it — we don't store it in a readable form. → Receiver Keys
Gifts and delivery
They're on completely different schedules. Couriers can't deliver to the second. → Why did it arrive first?
Wherever our courier partners operate — the current list is shown at checkout. → Where do you deliver?
The recipient, unless we say otherwise at checkout. → Customs and duties
No. Many countries restrict or heavily tax precious metal imports. Check before ordering — if customs seizes it, we can't refund. → Shipping gold abroad I entered the wrong address. Contact support@letshoraro.com immediately. Free to fix before dispatch; possibly impossible after. → Changing an address My parcel is lost. Tell us. We investigate with the courier, then remake and reship free, or refund — your choice. → My parcel is lost
Returns and refunds
Not if you changed your mind — it's made specifically for you and can't be resold. Yes if it's faulty, damaged, or not what you approved. → Why can't I return engraved items?
Not refundable. We engrave exactly what you approve and keep a timestamped record. Please check the preview carefully — ideally with a second pair of eyes. → Checking your preview
14 days for non-personalised items. 7 days to report transit damage. 30 days to choose your remedy on a fault, and 12 months on manufacturing defects. → Returns
7–14 business days from approval, plus 3–10 more for your bank. → When will I get my refund? Someone sent me a gift and I want to return it. Normally the buyer has to request it. If that's not possible or appropriate — including if they've died — email support@letshoraro.com. We'll handle it confidentially. → I received a gift
Credits and payment
Prepaid units for platform features. Not money. Not refundable for cash. Not transferable. → What are Credits?
Yes, after the period of the plan under which they were purchased. The expiry date is shown before you pay. → Do Credits expire?
Cash buys physical things — gifts, engraving, shipping. Credits buy platform features — Tributes, storage, AI. → Credits vs cash
Depends how you use it. → Choosing a package
Either age verification, or precious-metals compliance — UAE law requires us to verify buyers on certain gold and silver transactions. → Why was I asked for ID? My payment failed. Usually the bank blocking an unusual international transaction. Call them. And check — an unpaid Tribute stays a draft, and drafts are never delivered. → Payment failed
Privacy and security
No. Direct chats, group chats and Tribute content are end-to-end encrypted — we hold data we cannot decrypt. Channels are public broadcasts and are not encrypted. → Can you read my messages?
No and no. No advertising, no third-party analytics, no data brokers, no cross-site tracking. You pay us for Credits and gifts — that's the whole business model. → Do you sell my data?
In the UAE. Exceptions: international deliveries, payment processing, and some AI features. → Where is my data stored?
Contact discovery is optional. We match using irreversible hashes where possible, and we don't keep contacts who aren't users. → Contact access
Settings → PDPL Rights → Request My Data. Encrypted archive within 48 hours, free. → Downloading your data
→ Data Retention Schedule
Safety
Open their profile → Block. It applies across every feature — they can't message you, add you to groups, or send you Tributes. → Blocking
Long-press a message, or open a profile → Report. In encrypted chats, reporting is the only way we learn about abuse. → How to report Someone is harassing me. Block, report, and if you feel threatened contact your local police — we'll cooperate with lawful requests. → Harassment My account was restricted and I think it's wrong. Appeal within 30 days: support@letshoraro.com, subject APPEAL. A different reviewer handles it, and if we were wrong we restore everything including Credits. → Appealing
AI features
No. Auto-Prompt results go straight to their destination. Nobody sees them first — not you, not us. → What is Auto-Prompt?
Not reliably. Treat it as a draft. Never rely on it for medical, legal, financial or safety decisions. → Is AI output accurate?
No, and we contractually require our AI providers not to either. → Do you train on my content?
No. If we ever offer it, it'll be a separate opt-in feature with its own terms. → Memorial Videos