Service Agreement
WhaleNote LLC · Last updated: March 2026
Standard online services covered by this agreement
- Product Inspection = WN_PSI
- Amazon FBA Inspection = WN_FBA
- Supplier Verification = WN_SBC
- Factory Audit = WN_FAU
- During Production Inspection = WN_DPI
- Inventory Count = WN_INV
1. Scope of Service
Standard services are defined by the exact service purchased on whalenote.net. WhaleNote currently offers six standard online services with SLA-based delivery: Supplier Verification (WN_SBC), Factory Audit (WN_FAU), Product Inspection (WN_PSI), Amazon FBA Inspection (WN_FBA), During Production Inspection (WN_DPI), and Inventory Count (WN_INV). Each service is performed by WhaleNote LLC's field network in China, operated by Shanghai Jing Xiao Nian Supply Chain Management Co., Ltd.
2. Service Levels (SLA)
Unless otherwise stated on the purchased service page, WhaleNote applies the following target service levels from the time payment is confirmed and the required order details are complete.
| Service / SKU | Service Start Target | Delivery Target |
|---|---|---|
| Supplier Verification (WN_SBC) | Work starts after payment and required supplier details are complete. | Standard 3 business days. Rush 1 business day. Express same day where accepted. |
| Factory Audit (WN_FAU) | On-site schedule is normally arranged within 2 business days once the factory is ready. | Report within 72 hours after the audit visit. |
| Product Inspection (WN_PSI) | On-site schedule is arranged after goods readiness is confirmed. | Report within 24 hours after inspection. |
| Amazon FBA Inspection (WN_FBA) | On-site schedule is arranged after goods and FBA requirements are confirmed ready. | Report within 24 hours after inspection. |
| During Production Inspection (WN_DPI) | On-site schedule is arranged once the order is in the correct production stage. | Advisory report within 24 hours after inspection. |
| Inventory Count (WN_INV) | On-site schedule is arranged after warehouse or factory access is confirmed. | Count report within 24 hours after the visit. |
These are target windows, not guaranteed deadlines. If supplier refusal, access denial, transport disruption, public events, or force majeure affects execution, WhaleNote will provide an update within 24 hours of identifying the delay and propose a revised schedule.
3. Deliverables and Definition of Done
Each service includes standardized deliverables and minimum completion criteria.
- WN_SBC: Verification report with entity checks, consistency review, and a risk recommendation before payment.
- WN_FAU: On-site audit report covering factory capability, system observations, compliance signals, and key risks.
- WN_PSI: Pass / Fail inspection report with defect breakdown, photo evidence, and shipment recommendation.
- WN_FBA: Pass / Fail inspection report focused on FBA-bound goods, carton checks, labels, and packing compliance.
- WN_DPI: Advisory production-stage report highlighting issues, severity, and corrective-action focus points.
- WN_INV: SKU-level count report with expected-versus-actual reconciliation and variance summary.
The exact service scope shown on the purchased service page controls in case of wording differences.
4. Customer Responsibilities
Customer agrees to provide accurate and timely order details, including supplier identity, site address, contact details, SKU or quantity data, quality criteria, and any special compliance requirements. Customer-caused delays, missing information, or late approvals are excluded from SLA calculations.
5. Revision Policy
Each paid order includes one free revision for factual correction or clarification within the original service scope.
- Revision requests must be submitted within 14 calendar days after delivery.
- WhaleNote will acknowledge revision requests within 24 hours.
- Eligible revisions are normally delivered within 3 business days.
- Revisions do not include re-inspection, additional site visits, or scope expansion.
6. Reschedule and Cancellation
Customers may request rescheduling before field execution begins. Once an agent has been dispatched or a site slot is confirmed, cancellation or same-day reschedule may incur actual operational cost. If supplier refusal prevents execution, WhaleNote follows the refund policy below.
7. Confidentiality and Data Handling
Reports, photos, and recordings may contain sensitive supplier information. WhaleNote will use commercially reasonable safeguards for storage and controlled access. Customer agrees not to publicly disclose supplier-sensitive materials without permission.
8. Limitations and Liability
All reports reflect conditions observed on the service date only. Reports do not guarantee future production quality, legal compliance status, or outcomes for uninspected units. WhaleNote's maximum aggregate liability is limited to the amount paid for the affected order. WhaleNote is not liable for indirect, incidental, or consequential losses.
9. Intellectual Property
Upon full payment and delivery, customer owns the final delivered report package for internal business use. WhaleNote retains ownership of underlying methods, templates, and internal operating procedures.
10. Refund Policy
See the Refund Policy page for complete terms. In general: if WhaleNote cannot complete the service due to factory refusal of access, a full refund will be issued. No refunds are available after final report delivery.
11. Governing Law
This agreement is governed by the laws of the State of Delaware, USA, without regard to conflict of law principles.
12. Dispute Resolution
Any dispute arising under this agreement shall be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. Arbitration language is English and proceedings may be conducted remotely.
13. Acceptance
By checking the "I agree to the Service Agreement" box and completing payment, customer accepts these terms.
WhaleNote LLC · Wilmington, Delaware, USA · support@whalenote.net