# What your clients actually receive

Not a setup step. This is the page to read before you switch Kudos on, and the one to forward to a
partner or principal who wants to know exactly what is going out under the practice's name.

Everything below is the real wording, not a summary of it.

## The email

It goes to the client on an invoice you raised, from the address you chose at step 3.

> **Subject:** How was your experience with [your practice name]?
>
> Hi [their first name],
>
> Thank you for trusting [your practice name].
>
> We would love to hear about your experience with our services. It takes a few seconds:
>
> **Yes, I'm happy**  **No, I'm not happy**
>
> Your feedback helps others choose with confidence.
>
> Kind regards,
> [your practice name]
>
> Sent by [your practice name] via Kudos. Unsubscribe from review requests.

That is the whole email. No logo, no images, no tracking pixel, no marketing.

**Things worth noticing, because they were deliberate:**

- **Your practice signs it, not Kudos.** Kudos appears once, in the small print, because Australian
  law requires the sender to be identified honestly.
- **The invoice is not mentioned.** The data is there and the clause was written, but it was
  removed: it made the email read like a collections notice.
- **"Honest" and "helps others choose"**, never "great" or "five star". Asking for a *good* review
  rather than an honest one is prohibited by Google and is a consumer-law risk in Australia. The
  wording is the control.
- **Both choices look identical.** Same size, same colour, same width, same styling, to the byte.
  That is tested on every build, not just eyeballed.
- **An unsubscribe link on every single one**, plus the one-click version your client's mail app
  offers natively.

## Where each choice leads

### "Yes, I'm happy"

Straight to Google's own review form for your listing. No intermediate page, nothing to fill in
first.

### "No, I'm not happy"

To a page that carries **both** a private feedback box and the Google review link.

> # How was your experience with [your practice name]?
>
> ## Send feedback to [your practice name]
>
> How did it go? *(a short form, and a box to write in)*
>
> **Send feedback**
>
> Or leave a public Google review:
>
> **Leave a Google review**

The private feedback lands in the inbox you set at step 4. Nobody else sees it.

## Review gating, and why Kudos does not do it

**Kudos never hides the Google review link from an unhappy client.** Ever, in any form.

Filtering out unhappy customers before showing them the review link, sometimes sold as "review
gating", is prohibited by Google's Rating Manipulation policy and is misleading-conduct exposure
under Australian Consumer Law. Plenty of tools do it. Kudos does not, and cannot: the layout is
identical for both choices, and the Google section is compared between the two paths by an automated
test on every build.

So the honest description of what Kudos does is: **it asks your clients, at a good moment, and makes
the review easy.** It does not tilt the result.

## What Kudos will never do

- **Post a review.** It links to Google's own form. What your client writes, and whether they write
  anything, is entirely between them and Google.
- **Promise you a review, or a rating.** Anyone who promises you either is describing something
  Google prohibits.
- **Email anyone who is not your client.** It only ever acts on an invoice you raised, to the
  contact on that invoice.
- **Email the same person twice in a year.** 365 days, counted on the email address, so one person
  with three Xero contacts still hears from you once.
- **Email someone who has unsubscribed or whose address bounced.** It is recorded against that
  client and honoured from then on, and you do not have to action it yourself.



- **Share your client list.** Your data is held in Sydney and is not used for anything but sending
  your own requests.

## Common questions from a sceptical partner

**"Will this annoy our clients?"**
One email, after an invoice they were expecting, at most once a year, with a working unsubscribe.
That is a lower frequency than most practice newsletters.

**"What if someone is angry?"**
They get the private feedback box first, and it lands in a real inbox you read. That is the
mechanism that makes this better than doing nothing, because at the moment an unhappy client tells
nobody, or tells Google.

**"Can we turn it off?"**
Yourself, in seconds, and nothing is lost. Settings, then Sending, then Pause sending. Anything
already waiting is kept and goes out only if you resume, and resuming does not mean setting anything
up again.




**"Who is it from?"**
Your practice, either from your own domain or from a Kudos address with your name on it and your
reply-to. Your choice, made at step 3.

**"Is this legal?"**
The permission record you complete at step 5 is exactly this question, written down and dated. Read
`/help/permission-to-email` for what it asks and why.