Refund, Cancellation & Data Policy

1. Policy at a Glance

The following summary cards provide a quick overview of key policy terms. The complete policy details follow in the sections below.

Scenario	Refund Available?	Details
Cancel subscription mid-billing cycle (monthly)	No Refund	Access continues until end of paid period. No refund for unused days.
Cancel free trial	No Charge	No payment due. Account closed immediately or at trial end.
Cancel annual plan within 14 days of renewal	Prorated	Prorated refund for remaining full months if requested within 14 days of annual renewal charge.
Add-on purchase within 48 hours (unused)	Full Refund	Must request within 48 hours of purchase and add-on must not have been substantially used.
Add-on purchase after 48 hours	No Refund	No refunds after 48-hour window closes.
Billing error (MentraNote's fault)	Full Refund	If MentraNote incorrectly charges you, we will issue a full refund promptly.
Service outage exceeding SLA (24+ consecutive hours)	Service Credit	Service credit (not cash refund) applied for outages exceeding 24 consecutive hours within a billing cycle, upon request.
Account terminated for Terms violation	No Refund	No refund if your account is terminated due to violation of Terms of Service.

2. Subscription Cancellation

2.1 How to Cancel

You may cancel your MentraNote subscription at any time through one of the following methods:

• In-app: Navigate to Account Settings → Subscription → Cancel Subscription. Follow the prompts to confirm cancellation;
• By email: Send a cancellation request to support@mentranote.com from the email address associated with your account. Include your full name and account email. We will confirm cancellation within 2 business days;
• By chat: Use the in-app live chat support and request cancellation.

Cancellation requests are processed immediately upon confirmation. You will receive an email confirmation of your cancellation.

2.2 Effect of Cancellation

Upon cancellation:

• Your subscription remains active and you retain full access to all paid features through the end of your current billing period;
• No further charges will be made to your payment method;
• At the end of the billing period, your account will be downgraded and paid features will become inaccessible;
• Your account data remains accessible for export purposes for 30 days after the billing period ends (the "Data Export Window");
• After the Data Export Window, MentraNote will begin the permanent data deletion process as described in Section 10.

2.3 Cancellation is Not Retroactive

Cancellation of your subscription is prospective only. It does not entitle you to a refund for the current or any prior billing period. If you cancel partway through a month, you will not receive a refund for the remainder of that month, but your subscription will remain active until the end of the billing period.

3. Refund Policy

3.1 General No-Refund Policy

This applies to all paid subscription plans: Basic ($19/month), Pro ($39/month), and Premium ($79/month), whether billed monthly or annually, except as expressly provided in this Policy.

3.2 Exceptions Where Refunds May Be Issued

MentraNote may, in its sole discretion, issue refunds in the following limited circumstances:

• Billing Error: If MentraNote incorrectly charges you (e.g., charges at the wrong rate, charges you twice, or continues charging after confirmed cancellation), we will promptly investigate and issue a full refund of any erroneous charges. Contact billing@mentranote.com or support@mentranote.com to report a billing error.
• Annual Plan Early Cancellation (within 14 days of renewal): If you cancel an annual subscription within 14 days of your annual renewal charge, we will issue a prorated refund for the unused full months remaining in the annual term, minus any applicable transaction fees. This exception does not apply to the initial annual subscription purchase.
• Service Credit for Extended Outages: If the Platform experiences a service outage exceeding 24 consecutive hours within a billing period that is directly attributable to MentraNote's infrastructure, you may request a service credit (applied to future billing, not a cash refund) upon written request within 30 days of the outage. Credits are calculated on a pro-rata daily basis for the duration of the confirmed outage.
• Legal or Regulatory Requirement: Where applicable law requires a refund or cooling-off period (such as in certain EU consumer protection contexts), MentraNote will comply.

3.3 Refund Processing

Approved refunds are processed within 5-10 business days and credited to the original payment method. MentraNote does not issue refunds by check, wire transfer, or to a different payment method than the original. Processing times may vary depending on your card issuer or bank.

4. Free Trial Cancellation

MentraNote offers a free trial period for new accounts. The following terms apply to free trial cancellations:

• You may cancel your free trial at any time during the trial period at no charge;
• No payment method is required for a free trial unless you choose to enter payment information to upgrade or continue after the trial;
• If you provided payment information before the end of the trial period and do not cancel before the trial expires, your account will automatically convert to a paid subscription and your payment method will be charged;
• MentraNote will send an email reminder at least 3 days before your free trial expires, notifying you of the impending conversion to a paid plan;
• To avoid being charged, cancel your free trial at least 24 hours before the trial expiration date;
• Upon cancellation of a free trial, your account will be immediately downgraded and access to paid features will cease.

5. Add-On Feature Refunds (48-Hour Window)

MentraNote may offer add-on features or one-time purchases separate from the base subscription (such as additional storage, extra AI credits, or premium integrations). The following refund terms apply to add-on purchases:

• 48-hour refund window: You may request a full refund on any add-on purchase within 48 hours of the initial purchase, provided the add-on has not been substantially used (i.e., less than 10% of the add-on capacity/credits have been consumed);
• After 48 hours: No refunds are available on add-on purchases after the 48-hour window has passed, regardless of usage;
• How to request: Email billing@mentranote.com with your account email, the add-on purchased, the purchase date, and the reason for your refund request within the 48-hour window;
• AI credit packs: If you purchase additional AI credits or usage packs, the 48-hour refund window applies. Once AI credits have been consumed, no refund is available for used credits;
• Recurring add-ons: If an add-on is billed on a recurring basis, the same no-mid-cycle-refund rule that applies to subscriptions applies to recurring add-ons (Section 3.1). You may cancel a recurring add-on to prevent future charges, but no refund is issued for the current billing period.

6. Annual Plan Cancellation

6.1 Annual Plan Savings

Annual plans are offered at a discounted rate compared to month-to-month pricing. By selecting an annual plan, you commit to paying for the full year in advance or in the first month of the annual term.

6.2 Cancellation During Annual Term

If you cancel an annual subscription during the term (other than within the 14-day post-renewal window described in Section 3.2), no refund is issued for the remaining months of the annual term. Your account will remain active through the end of the paid annual period.

6.3 14-Day Prorated Refund on Annual Renewal

If you wish to cancel an annual plan that has just auto-renewed, you must submit a cancellation request within 14 days of the annual renewal charge. In this case, MentraNote will provide a prorated refund for the remaining full calendar months, less a processing fee of $10 or 5% of the refund amount (whichever is greater). Partial months are not refunded.

6.4 Annual Plan to Monthly Downgrade

Downgrading from an annual plan to a monthly plan mid-term is not permitted. You may switch to a monthly plan at the time of your next annual renewal.

7. Organization Plan Cancellation

For Organization plans (multi-user subscriptions), the following additional terms apply:

• Only the Organization Owner or an authorized Billing Administrator may cancel the Organization plan;
• Cancellation of an Organization plan will suspend access for all users under that organization at the end of the billing period;
• Individual therapists under an organization plan cannot independently cancel their individual access — they must contact their Organization Administrator;
• Upon organization plan cancellation, the Organization Owner is responsible for notifying all affected users and ensuring data export needs are communicated before the Data Export Window closes;
• All seats in the organization plan are cancelled simultaneously — you cannot cancel individual seats mid-term on a multi-seat plan. Seat reductions take effect at the next billing cycle.

8. Disputed Charges and Chargebacks

Before initiating a chargeback or payment dispute with your bank or credit card company, we strongly encourage you to contact MentraNote's billing team at billing@mentranote.com. We are committed to resolving billing disputes fairly and promptly, typically within 5 business days.

If you initiate an unauthorized chargeback for fees that are legitimately owed under this Policy, MentraNote reserves the right to:

• Immediately suspend or terminate your account;
• Dispute the chargeback with supporting documentation;
• Charge a chargeback processing fee of $25 per disputed transaction to recover our costs;
• Pursue collection of the disputed amount through legal means.

Billing errors that are the result of MentraNote's mistake will always be resolved in your favor with a full refund. Contact us first — we want to get it right.

9. Data Export on Cancellation

9.1 Your Right to Your Data

MentraNote believes firmly that you own your clinical data. Upon account cancellation or closure, you have the right to export all Clinical Data you have created or stored on the Platform.

9.2 Data Export Window

Following the end of your paid billing period (or immediately upon account closure for free accounts), you have a 30-calendar-day Data Export Window during which you may request or download your data. During this window:

• Your account will be accessible in a read-only state for data export purposes;
• You will not have access to paid features during the Data Export Window (unless you reactivate your subscription);
• You may request a bulk export of all data through Account Settings or by emailing support@mentranote.com.

9.3 Export Formats

MentraNote provides data exports in the following formats:

• Session Notes & Clinical Records: PDF and/or structured JSON formats;
• Client Records: CSV export of client demographic and session data;
• Session Recordings: MP4 (video) and MP3 (audio) formats, available for download individually or in bulk;
• Transcripts: Plain text (.txt) and PDF formats;
• Treatment Plans & Assessments: PDF format;
• Billing Data (if applicable): CSV export of invoices and payment records.

Export processing may take up to 72 hours for large accounts. You will receive an email notification when your export is ready for download. Export download links expire 7 days after generation.

9.4 Extensions

If you require additional time to complete your data export, contact support@mentranote.com before the Data Export Window closes. MentraNote may, in its sole discretion, extend the export window by up to an additional 30 days for legitimate purposes.

10. Data Deletion Schedule

After the Data Export Window closes, MentraNote will permanently and irreversibly delete your account data according to the following schedule:

11. Data Retention Requirements

Certain data must be retained by MentraNote after account closure for legal, regulatory, and operational reasons. This data is retained independently of your Clinical Data and is not affected by your cancellation:

• Billing and financial records: Retained for 7 years from the date of the transaction, as required by IRS regulations and applicable accounting standards. This includes invoices, payment confirmations, and subscription history.
• PHI audit logs: Retained for 6 years from the date of creation, consistent with HIPAA's 6-year documentation retention requirement (45 C.F.R. § 164.530(j)). Audit log records contain metadata (user IDs, timestamps, action types) but not PHI content after account deletion.
• Account registration records: Basic account records (name, email, subscription history) are retained for 5 years after account closure for legal dispute resolution purposes.
• Security incident records: Records of any security incidents involving your account are retained for 6 years.
• BAA and legal agreements: Executed BAAs and other legal agreements are retained for 6 years from the date of last activity, consistent with HIPAA requirements.
• Support communications: Support and communications records related to your account are retained for 3 years.

Retained data is subject to MentraNote's security standards and Privacy Policy and is not used for any commercial purpose.

12. Data Portability Rights

You have the right to data portability — the ability to receive your data in a structured, machine-readable format and to transfer it to another system or provider.

12.1 What Data is Portable

All Clinical Data you have created on the Platform is portable, including:

• All session notes and clinical records in all formats (SOAP, DAP, BIRP, PIRP, GIRP);
• Client records and demographic information;
• Treatment plans and assessments;
• Session transcripts;
• Session recordings (video/audio files);
• AI-generated content that you have reviewed and saved.

12.2 Requesting a Data Export

At any time during your active subscription, you may request a full export of your data through Account Settings or by contacting support@mentranote.com. Active Subscribers may request up to 4 bulk exports per calendar year at no charge. Additional bulk exports may be subject to a processing fee.

12.3 GDPR Data Portability

EEA and UK residents have a statutory right to data portability under GDPR Article 20. This right entitles you to receive your personal data that you have provided to MentraNote in a structured, commonly used, machine-readable format, and to have this data transmitted directly to another controller where technically feasible.

12.4 CCPA Data Portability

California residents have a right under the CCPA to receive a copy of the specific pieces of personal information MentraNote has collected about them. You may submit a verifiable consumer request for data portability at privacy@mentranote.com.

13. Data Usage After Cancellation

MentraNote strictly limits its use of your data after cancellation. After account cancellation and during the Data Export Window and deletion period:

• MentraNote will not use your Clinical Data for any commercial purpose;
• MentraNote will not use your data for AI model training, analytics, or product improvement;
• Access to your PHI by MentraNote personnel is limited to what is strictly necessary to complete the data deletion process and to respond to any data export requests you submit;
• No new PHI is generated on your account after cancellation;
• Any anonymized, aggregated usage statistics derived from your activity during your active subscription period may be retained indefinitely (these contain no PHI and cannot be linked back to you or your clients).

14. Account Reactivation

If you cancel your subscription and later wish to reactivate:

• Reactivation within Data Export Window (Day 1–30): You may reactivate your subscription during the Data Export Window by selecting a new plan in Account Settings. All your data will be immediately restored and accessible. Your billing cycle will restart from the date of reactivation.
• Reactivation after data deletion begins (Day 31–60): Account reactivation may be possible, but some or all of your Clinical Data may have been permanently deleted. Contact support@mentranote.com immediately if you wish to reactivate during this period.
• Reactivation after complete deletion (after Day 60): Your previous data cannot be recovered. You may create a new account and start fresh. A new BAA will need to be executed if you plan to store PHI.
• Pricing on reactivation: Reactivated accounts are subject to current pricing at the time of reactivation, which may differ from your previous subscription rate.

15. Exceptional Circumstances

MentraNote understands that exceptional circumstances sometimes arise. In the following situations, please contact our support team to discuss options:

• Death or incapacitation: If the account holder has died or become incapacitated, authorized representatives (with appropriate documentation) may request data export, account closure, or other actions. Contact support@mentranote.com with documentation of authority.
• Practice closure due to emergency: Clinicians closing their practice unexpectedly due to a medical emergency, disability, or other extenuating circumstances may contact MentraNote for assistance with data export and account closure. MentraNote will use reasonable efforts to accommodate such requests.
• Natural disasters or force majeure events: If you are affected by a declared natural disaster or force majeure event that prevents you from accessing the Platform or completing a data export, MentraNote will work with you to extend applicable deadlines where feasible.

Exceptional circumstance requests are reviewed individually and at MentraNote's sole discretion. MentraNote does not guarantee outcomes in exceptional circumstance situations but commits to reviewing all such requests with compassion and good faith.

16. Contact for Billing and Refund Issues

For all billing questions, cancellation requests, refund requests, or data export assistance: