1.1 A Service Credit is not a refund, is not paid in cash, and does not become payable in cash on termination unless 6.5 applies. A refund is not a Service Credit and is not counted against the Service Credit cap.

1.2 Pensieve does not issue "goodwill credits" in place of a remedy the hospital is actually entitled to. Where an entitlement exists, Pensieve gives the entitlement.

2.1 Fees are payable in advance and are non-refundable except as this Policy, the Order Form, the Master Services Agreement or applicable law provides. Everything that follows is an exception, and the exceptions are exhaustive.

2.2 Pensieve does not operate a general "cooling-off" or money-back period for a signed Order Form. It operates the specific, dated protections in 4, which are more useful because they are tied to outcomes rather than to a countdown the hospital must remember.

2.3 No hospital is required to pay a disputed amount in order to obtain a refund of a different amount. Pensieve does not withhold a refund it owes as pressure on an invoice it is chasing.

The mechanism lives in SLA-GL-001 clause 8 and is not restated here. The four things a hospital needs to know are:

3.1 Pensieve applies credits without being asked where its own Service Report shows the entitlement (SLA-GL-001 clause 8.5.4). The claim route exists for what Pensieve has missed, not as a hurdle.

3.2 The claim window is thirty (30) days from issue of the Service Report, extended where the ground for the claim was not reasonably discoverable in that period.

3.3 Pensieve answers a claim within ten (10) Business Days, with the underlying measurement data. A claim not answered in that period is deemed accepted.

3.4 Service Credits are the sole financial remedy for a missed service level, subject to the carve-outs in SLA-GL-001 clause 8.9, which include personal data breaches, security-addendum breaches, the right to terminate for persistent failure, and anything that cannot lawfully be excluded. A Service Credit is not a release of a personal-data claim.

3.5 DM-4. Under DM-4 only the response credits apply. Pensieve does not offer an availability credit for infrastructure it does not operate, and does not price one in.

Claims go to info@pensievelabs.org. Escalation is under POL-GL-056 5.

This table is exhaustive. Where a row applies, the refund is due whether or not the hospital asks.

4.1 The Deployment and Activation Fee. It is refundable under R-1 to the extent ORD-GL-001 Part F provides, and under R-6. It is not refundable once deployment has been performed and the tenancy provisioned, because the work has been done. Where the Order Form is terminated before any deployment work begins, it is refunded in full.

4.2 Termination for convenience by the hospital. No refund of prepaid Charges is due, and Pensieve does not accelerate the unexpired term. The hospital keeps the service for the period it has paid for, and receives full exit assistance under ADD-GL-018 and WPR-GL-400 regardless.

4.3 Termination by Pensieve for the hospital's material breach or non-payment. No refund is due.

4.4 Exit assistance is never conditional on a refund position. Data return and deletion under WPR-GL-400, DIS-GL-023 and CRT-GL-011 happen whether or not a refund is agreed, and whether or not an invoice is disputed. Pensieve does not hold a hospital's data against a payment. This is stated here because it is the question every hospital asks and it is the one place a supplier could apply pressure.

5.1 Withdrawal of a capability. Where Pensieve withdraws a capability the hospital is using and no successor capability with a documented migration path is available, the recurring charge is reduced proportionately from the removal date, under POL-GL-064. Pensieve does not reduce what is delivered while holding the price. Where the withdrawal materially deprives the hospital of what it contracted for, the hospital's termination rights in MSA-IN-001 are unaffected and R-2 applies.

5.2 Scope reduction requested by the hospital. Handled by Change Order (ADD-GL-015). No fee already paid is refunded by reason of a scope reduction, save where a row of 4 applies. The reduction takes effect prospectively.

5.3 A site that does not go live. Where a multi-site Order Form records a group factor that vests as sites go live, the factor for the number of live sites applies until the next site is live (ORD-GL-001 I.5). This is a pricing mechanism, not a refund, and it operates automatically.

5.4 Downgrade at renewal. A reduction in scope or tier at renewal is recorded in ADD-GL-016 and takes effect at the start of the Renewal Term.

6.1 Instrument. Every refund and every credit is documented by a credit note (FIN-IN-003) issued against the original invoice, so that both parties' tax records reconcile. A refund is never made without a credit note, and a credit note is never issued without a stated ground from 4.

6.2 Timing. Pensieve issues the credit note within ten (10) Business Days of the refund becoming due or being agreed, and remits funds within thirty (30) days of issuing it, to the account from which payment was received unless the hospital instructs otherwise in writing on its own letterhead.

6.3 Currency and charges. Refunds are made in Deal currency, being the currency of the original payment. Pensieve bears its own bank charges; it does not deduct a processing fee from a refund. Pensieve does not bear exchange-rate movement between payment and refund and does not profit from it: the refund is the original amount in the original currency.

6.4 Tax. Credit notes are issued in the form required by the tax law of Customer jurisdiction and within the period that law allows for adjustment. Where the statutory adjustment window has closed, Pensieve refunds the tax-exclusive amount and says so, with the reason.

6.5 Unapplied Service Credits at termination. Service Credits accrued but not yet applied at the termination date are paid out in cash where termination is under R-2, R-3, R-4 or R-5. Otherwise they are applied to the final settlement statement (FIN-GL-021) and any balance lapses.

6.6 Set-off. Pensieve may set a refund against an undisputed overdue amount owed by the hospital, and will say so. It may not set a refund against a disputed amount.

7.1 Where. info@pensievelabs.org, quoting the invoice number and the ground relied on.

7.2 Time limits.

7.3 Pensieve answers within ten (10) Business Days, in writing, with reasons and with the computation. An unanswered claim under this Policy is not deemed accepted; that rule applies only to Service Credit claims under SLA-GL-001 clause 8.5.3, but an unanswered claim is escalated automatically to E-4 under POL-GL-056 4.2.

7.4 Disagreement is escalated under POL-GL-056, then handled under the dispute-resolution clause of MSA-IN-001. A hospital may also raise a grievance under POL-GL-066, which does not displace this Policy.

For completeness, and to save a conversation:

8.1 Charges for work actually performed and accepted, including chargeable work under SLA-GL-001 clause 12.4 and deployment work completed.

8.2 Third-party costs Pensieve has passed through at cost and already paid, a gateway charge, an SMS charge, an escrow agent's fee, unless the third party refunds them, in which case Pensieve passes the refund on in full.

8.3 The hospital's own cloud spend under DM-3, its own hardware under DM-4, or any cost the hospital contracts for directly.

8.4 Losses that are not Charges. This Policy returns money the hospital paid to Pensieve. Claims beyond that are governed by the limitation of liability in MSA-IN-001.

8.5 Charges attributable to a period during which the hospital was suspended for non-payment or for a breach of ADD-GL-004 or ADD-GL-005.

9.1 T-5 is checked at every offboarding and reported in the Transparency Report (POL-GL-068).

10.1 Reviewed annually under POL-GL-502, and on any change to SLA-GL-001 clause 8.

10.2 A change to this Policy does not remove an entitlement that had already accrued.

10.3 A change that narrows a refund ground takes effect 60 days after notice, and does not apply to an Order Form already signed until its next renewal.