Terms of Service

These Terms of Service (the "Terms") form a binding contract between you (or the entity you represent, "Customer") and CITATIONS IO LTD (trading as Citations.io, "we", "us"). By creating an account, accessing or using the Service, you agree to these Terms. If you do not agree, do not use the Service. If you are entering into these Terms on behalf of an entity, you represent that you have authority to bind that entity.

The Service consists of the Citations.io platform, websites, APIs, browser extensions, documentation and related services that allow Customer to monitor and improve how its brand is cited by AI search engines and large language models. We may update the Service from time to time; we will not materially reduce core functionality of a paid subscription during a paid term without notice.

• You must be at least 18 years old and able to form a binding contract.
• You must provide accurate registration information and keep it current.
• You are responsible for all activity under your account and for safeguarding your credentials. Notify us promptly at security@citations.io of any unauthorised access.
• You may not share accounts; each user must have their own login.

Plans and allowances

The Service is sold as subscription plans described on our pricing page. Each plan carries a fixed monthly allowance of tracked customer prompts, Citations-managed benchmark prompts and analysed AI observations. Those allowances are contractual usage limits, not targets:

• Starter — $29/month: 25 customer prompts, 25 benchmark prompts, 1,000 analysed AI observations per cycle, up to 5 tracked competitors.
• Growth — $59/month: 75 customer prompts, 75 benchmark prompts, 3,000 analysed AI observations per cycle, up to 10 tracked competitors.
• Pro — $89/month: 150 customer prompts, 150 benchmark prompts, 6,000 analysed AI observations per cycle, up to 25 tracked competitors.
• Agency and enterprise volumes are agreed in a separate order form.

Scanning a single prompt consumes several analysed AI observations from the cycle allowance; the number of observations collected per prompt is determined by our measurement methodology and may change as engines, models and providers change. Allowances reset at the start of each billing cycle and do not roll over. If an allowance is exhausted mid-cycle, measurement for the remainder of that cycle stops and resumes on renewal; we may offer additional capacity, at our discretion, for an additional fee. Prompt sets are locked at the point a measurement cycle opens so that results remain comparable across cycles; changes you make after that point apply to the next cycle.

Payment

Fees are stated in US dollars, billed in advance through our payment processor and due on the invoice date. Subscriptions automatically renew for successive periods of the same length unless cancelled before the renewal date. Fees are exclusive of VAT, sales tax and other applicable taxes, which Customer is responsible for paying. We may increase fees at renewal with at least 30 days' written notice.

Late payment and suspension

We may suspend or terminate the Service if fees are more than 14 days overdue. Overdue amounts accrue interest at 4% above the Bank of England base rate or the maximum permitted by law, whichever is lower.

Paid trial

The 5-day trial is a paid trial: a one-off charge of $5 is taken at sign-up and gives access to 5 customer prompts, 100 analysed AI observations, up to 3 competitors and 1 sample Implementation Pack, without full data exports. The trial charge is not a deposit and is not credited against later subscription fees. Unless you cancel before the trial ends, the account converts to the plan selected at checkout and the first full subscription charge is taken on that date. You can cancel at any time during the trial from your billing settings.

Refunds

See our Refund Policy.

"Customer Data" means data, content, brand names, domains, prompts, integrations credentials, reports and other materials that Customer submits to the Service. As between the parties, Customer owns all Customer Data.

Customer grants us a worldwide, non-exclusive, royalty-free licence to host, process, transmit, display and modify Customer Data solely to provide and improve the Service, to prevent or address technical or security issues, and to comply with law. We may use aggregated, de-identified data derived from Customer Data to operate, develop and improve the Service and our business, provided it cannot reasonably be used to identify Customer or any individual.

Customer represents that it has all rights necessary to grant the licence above and that Customer Data does not infringe any third-party right.

Use of the Service is subject to our Acceptable Use Policy, which is incorporated by reference. We may suspend or terminate access for material or repeated breaches.

The Service uses third-party large language models and our own models to generate scores, prompts, recommendations and other outputs ("AI Output"). AI Output may be inaccurate, incomplete or biased and should be reviewed before use. Customer is solely responsible for decisions taken in reliance on AI Output. We do not warrant that AI Output is accurate, complete, current or fit for any particular purpose, and we disclaim liability for decisions taken based on AI Output to the maximum extent permitted by law.

The Service may interoperate with third-party services that Customer chooses to connect (e.g. Google Search Console, GA4, Slack, Mailgun, Stripe, OpenAI, Anthropic, Google, Perplexity). Those services are governed by their own terms. We are not responsible for third-party services or the consequences of disabling or losing access to them.

We may make features available that are labelled beta, preview, early access, experimental or similar ("Beta Features"). Beta Features are optional, provided "as is" and excluded from any service level commitment, support target and warranty in these Terms. They may be changed, limited or withdrawn at any time and may produce results that are less reliable than generally available features. Customer should not rely on Beta Features for production decisions, and our liability for Beta Features is excluded to the maximum extent permitted by law.

If Customer sends us suggestions, feature requests, bug reports or other feedback, Customer grants us a perpetual, irrevocable, worldwide, royalty-free licence to use and incorporate that feedback into the Service without obligation, attribution or compensation. Customer should not send us feedback it considers confidential.

We will not use Customer's name or logo in marketing material without prior written consent (email consent is sufficient). Consent given for a case study or reference may be withdrawn at any time by emailing legal@citations.io, and we will remove the material from our own channels within 30 days.

We retain all right, title and interest in and to the Service, including all software, algorithms, models, designs, trademarks, and documentation. No rights are granted to Customer except as expressly set out in these Terms. Customer feedback is provided on a non-confidential basis and we may use it without restriction.

Each party may receive confidential information from the other. The receiving party will use the same degree of care it uses to protect its own confidential information (and no less than a reasonable standard), use confidential information only to perform under these Terms, and not disclose it except to personnel and advisers bound by confidentiality obligations. Confidentiality obligations survive termination for three years, or indefinitely for trade secrets.

Where we process personal data on Customer's behalf in providing the Service, the Data Processing Addendum applies and is incorporated into these Terms. Our processing of personal data of which we are the controller is described in our Privacy Policy.

Uptime commitments and service credits for paid plans are set out in our Service Level Agreement. Support is provided by email to support@citations.io.

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. We do not warrant that the Service will be uninterrupted, error-free, or that AI Output will be accurate or complete. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

By Customer

Customer will defend, indemnify and hold us harmless from third-party claims arising from (a) Customer Data, (b) Customer's breach of these Terms or violation of law, or (c) misuse of the Service.

By us

We will defend Customer against third-party claims that Customer's use of the Service as permitted by these Terms infringes that third party's intellectual property rights, and pay settlements and damages finally awarded against Customer, provided Customer promptly notifies us, gives us sole control of defence and settlement, and provides reasonable cooperation. This is Customer's sole remedy for IP infringement claims.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL OR BUSINESS OPPORTUNITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EACH PARTY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS WILL NOT EXCEED THE FEES PAID OR PAYABLE BY CUSTOMER TO US FOR THE SERVICE IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY. Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot be excluded under applicable law.

These Terms remain in effect for as long as Customer uses the Service. Either party may terminate for the other's material breach not cured within 30 days of written notice. Customer may cancel a subscription at any time; cancellation takes effect at the end of the current paid period.

On termination, all rights granted to Customer cease, Customer must stop using the Service, and we will delete or return Customer Data in accordance with the DPA. Sections that by their nature should survive (including fees accrued, IP, confidentiality, indemnities, warranty disclaimer, liability limits, governing law) survive termination.

We may suspend Customer's access to the Service immediately and without notice where we reasonably believe Customer's use poses a security, legal or operational risk to us, the Service or other customers, or where fees are overdue. We will restore access as soon as the cause of suspension is resolved.

We may update these Terms from time to time. Material changes will be notified by email or in-product notice at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

Customer represents that it is not located in, organised under the laws of, or ordinarily resident in a country or region subject to comprehensive UK, EU or US sanctions, and is not on any restricted-party list. Customer will comply with all applicable export, sanctions and anti-corruption laws when using the Service.

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that consumers resident in the EU, UK or California may bring claims in the courts of their place of residence where mandatory law gives them that right, and either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

• Force majeure: neither party is liable for failure or delay caused by events beyond reasonable control.
• Assignment: Customer may not assign these Terms without our consent, except to a successor in interest by merger or acquisition. We may assign without consent.
• Notices: legal notices to us must be sent to legal@citations.io; notices to Customer go to the email on the account.
• Severability: if any provision is held unenforceable, the remainder will continue in effect.
• No waiver: failure to enforce a provision is not a waiver of the right to enforce it later.
• No third-party beneficiaries: nothing in these Terms confers rights on any person who is not a party.
• Entire agreement: these Terms, the DPA, AUP, SLA and Privacy Policy constitute the entire agreement and supersede prior agreements on the subject matter.
• Independent contractors: the parties are independent contractors; nothing creates a partnership, joint venture or agency.