Refund & credit policy.

1. Overview

SweetNote sells research studies, not subscriptions. Each study is a single line item priced per the published formula (base + graduated per-recipient charge + methodology premium), the per-recipient charge computed per the published graduated rate bands, each band’s rate applying only to the recipients within that band. Outcome Attribution is included on every study at no additional fee when the Customer opts into it at scoping. Refunds and credits work as follows:

• Per-study fees: committed in full at commercial commitment (payment by credit card at checkout, or SOW countersignature on the invoice path, after which the invoice is payable Net-30) under activation-date-gated resolution. Deliverable artifacts (QR ZIP, variable-data CSV) become available the moment commercial commitment is recorded so Customer has print-and-ship lead time. Reveal pages begin resolving on the activation date Customer specified at scoping, provided the study has been paid (by card at checkout, or when the invoice is paid) and Customer’s video creative is then available to serve (the video is the reveal, so a study whose video cannot be served is held rather than opened onto empty reveals). Where Customer chose at scoping to add the video after commitment, so as to get print files during print lead time, reveals also wait on Customer confirming the finished video in-portal, and SweetNote may ask Customer to choose a new activation date if the original one has passed by then. If the activation date has not yet arrived, Customer may cancel and be refunded the study fee less a flat 3% processing fee, even if QR codes have been generated and the variable-data CSV has been downloaded (those codes do not resolve before activation, and we retire them on refund, so nothing of value has left our hands). Once the campaign activates and reveals begin resolving to recipients, fees are non-refundable except as set out in MSA Sections 4, 5, 8, 10.3, 13.12 and 13.13 and Exhibit A (the main cases are summarized in Sections 3 and 4 below).
• No subscription. SweetNote does not bill on a recurring subscription, you buy a study when you need one. Per-study fees are paid in full by credit card at checkout or by invoice (Net-30, payable by credit card or bank account); on the invoice path, countersigning the SOW commits the study and the invoice is then payable Net-30. Full pricing mechanics are on the pricing page.

2. Pre-activation refund window

For any Customer, at any time before campaign activation: the per-study fee is refunded on request, less a flat 3% processing fee. How to ask: open the study in your portal and use Cancel this study, or email support@thesweetnote.com. We confirm in writing before anything moves. Cancelling permanently retires every QR code on that study, so any cards already printed stop working (on a direct-delivery study, they reach the fallback page you set). This holds even if QR codes have been generated and Customer has downloaded the variable-data CSV, the study only becomes non-refundable once reveals begin resolving to recipients (on the activation date, once the study is paid and its video is servable).

The 3% is a flat, stated percentage, the same for every customer at every study size and on every payment method. It is a price term, not a recovery of our costs on your particular payment.

The 3% is not deducted when the cancellation is not you changing your mind. You are refunded in full, with no deduction, where the refund arises from our uncured breach (Section 3 below), our warranty remedy, an IP claim, a change of control where our successor competes with you, force majeure, the uptime-termination right in the SLA, a methodology review we don't return on time, your objection to a new subprocessor (Section 4 below), or — if you are a public institution — a failure or withdrawal of the appropriation funding the study (MSA Exhibit B §B.8). If we cancel a study or cannot deliver it, there is no deduction. If a study was invoiced and the invoice was never paid, nothing was received, so nothing is refunded and no fee arises.

3. Termination for cause

If SweetNote materially breaches the MSA and fails to cure within 30 days of written notice, Customer may terminate the MSA. The refund covers (a) fees paid for studies still in pre-activation status (full refund), and (b) for any study that is active (post-activation) at the date of termination, a pro-rated refund for the portion of the engagement window that SweetNote failed to deliver, calculated based on the remaining engagement-window days as of the termination effective date (matching MSA §5). The MSA's standard termination-for-cause clause (MSA §5) governs the procedure; the limitation-of-liability framework in MSA §9 governs the cap on any other damages. This page is a plain-language summary: if this page and the MSA ever differ, the MSA controls.

4. Subprocessor objection

If SweetNote adds a new subprocessor that you reasonably object to on data-protection grounds (per DPA Section 8) and the objection cannot be resolved within the 30-day notice window, you may terminate the affected study or any subsequent study and receive a pro-rated refund per Section 3 above.

5. Disputes and credits

Each study is committed in full at commercial commitment, so most disputes are about study scope (sample size, methodology, deliverables) rather than usage. If you believe a charge is in error:

1. Email legal@thesweetnote.com within 30 days of the invoice date with the disputed line item and the reason.
2. SweetNote reviews the underlying audit log and responds within 5 business days.
3. If the dispute is resolved in your favor, the corresponding amount is credited against the next invoice (or refunded if no further invoices are expected).

Disputes filed more than 30 days after the invoice date are reviewed in good faith but are not contractually guaranteed a credit.

6. Data portability on termination

Refunds and credits are separate from data portability. On termination, for any reason, SweetNote returns or deletes Customer's Personal Data per DPA Section 13, regardless of any unpaid invoice or contested charge.

7. What this policy does not cover

This policy does not cover refunds for:

• Customer's decision to cancel a study mid-campaign where SweetNote is delivering the Services as documented (per-study fees are committed at commercial commitment; once the campaign has activated and reveals are resolving to recipients, the study is non-refundable per Section 2 above).
• Studies whose results Customer is dissatisfied with for reasons unrelated to SweetNote's delivery (e.g., low engagement rates relative to expectations, the methodology and sample-floor disclosures published with every readout document the limits of what the data can support).
• Costs Customer incurs from third parties (printers, 3PLs, fulfillment vendors), SweetNote does not handle Customer's fulfillment.

8. Contact

Refund or credit questions: legal@thesweetnote.com.