Citera offers a 90-day money-back guarantee for eligible first-time paid customers. This article summarizes section 11.1 of our Terms of Service. If anything here differs from the Terms, the Terms apply.
The guarantee period
The guarantee covers the first 90 calendar days after your initial paid subscription is activated (the guarantee period). It's separate from the free trial.
When a refund applies
You can request a refund of the subscription fees paid for the guarantee period if no growth was recorded at any time during that period.
Growth means any measurable positive movement, however small, above your baseline in at least one tracked metric at any time during the guarantee period.
Tracked metrics include AI visibility or share of voice, brand mentions, citations, prompt coverage, ranking or average position, sentiment, organic impressions, clicks, sessions, leads, conversions, revenue, or any other performance metric recorded by Citera, a connected data source, or agreed in writing.
Baseline means the earliest complete measurement available after onboarding, unless Citera confirms another baseline in writing.
If any growth is recorded during the guarantee period, you're not eligible for a refund. This applies even if the movement is temporary, later reverses, occurs in only one tracked metric, or other metrics decline. Citera determines in good faith whether growth occurred, using platform records and connected-source data, except in the case of manifest error.
Eligibility
To qualify, you need to:
Be a first-time paid Citera customer using your initial paid subscription
Pay all invoices when due and keep your account in good standing throughout the guarantee period
Complete the required onboarding steps and maintain the access, integrations and permissions reasonably required for the service
Respond to material approval or information requests within a reasonable time, and not pause, disable or materially obstruct the service
Send a written refund request on time, as described below
How to request a refund
Email contact@citeralabs.ai from your account email address within 7 calendar days after the 90-day guarantee period ends.
What's covered
Any eligible refund is limited to subscription fees actually paid for the guarantee period. Taxes, advertising or media spend, third-party charges, setup or onboarding fees, managed services, custom development and any separately scoped services are excluded. The guarantee doesn't apply to renewals, upgrades, reactivations, additional accounts, or customers in breach of the Terms. A refund is the sole and exclusive remedy under the 90-day money-back guarantee.
Other refunds
Apart from this guarantee, fees are non-refundable unless Citera agrees otherwise in writing. If you have a billing question, contact us via chat or at contact@citeralabs.ai.