Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all paid subscriptions and services purchased through the CiteMetrix platform at https://citemetrix.com, operated by CiteMetrix LLC (“we,” “us,” or “our”).

This policy is part of and subject to our Terms of Service.

1. Free Beta Program

During the CiteMetrix beta period, access is provided at no cost. No payment information is collected for beta-only users. You may stop using the beta at any time by simply not logging in, or you may request account deletion by contacting us.

When the beta period ends, you will be notified in advance and given the option to subscribe to a paid plan or have your account deactivated. You will never be charged without your explicit consent.

2. 14-Day Satisfaction Guarantee

We want you to feel confident choosing CiteMetrix. If you subscribe to a paid plan and are not satisfied for any reason, you may request a full refund within 14 days of your first subscription payment.

This guarantee applies to:

• Your first paid subscription to CiteMetrix (monthly or annual).
• New customers only. Returning customers who previously cancelled and resubscribe are not eligible.

To claim the guarantee, contact us within 14 days of your initial payment. No reason is required — we will process the refund promptly.

3. Monthly Subscriptions

Cancellation

You may cancel your monthly subscription at any time. When you cancel:

• Your subscription will not renew at the next billing date.
• You will retain full access to all features through the end of your current billing period.
• No further charges will be made to your payment method.

Refunds

Monthly subscription payments are non-refundable after the 14-day satisfaction guarantee period. Because you can cancel at any time and retain access through the end of your billing period, partial refunds for unused days within a monthly cycle are not provided.

4. Annual Subscriptions

Cancellation

You may cancel your annual subscription at any time. When you cancel:

• You will retain full access through the end of your prepaid annual term.
• Your subscription will not renew at the next annual billing date.

Refunds

If you cancel an annual subscription within 30 days of the initial purchase or renewal, you may request a prorated refund for the unused portion of the annual term, minus any months already used at the equivalent monthly rate.

After 30 days, annual subscriptions are non-refundable, but you will continue to have access through the remainder of your annual term.

5. Founding Member Rates

Founding member pricing is a special rate offered during our launch period. If you cancel a founding member subscription, your locked-in rate will be forfeited. Should you resubscribe in the future, standard pricing at the time of resubscription will apply.

Founding member subscriptions are subject to the same refund terms described above for monthly and annual plans.

6. How to Cancel

We believe cancellation should be straightforward. You can cancel your subscription through any of the following methods:

• Self-service: Log in to your CiteMetrix dashboard, go to Account Settings, and click Cancel Subscription.
• Email: Send a cancellation request to billing@citemetrix.com from the email address associated with your account.
• Contact form: Submit a cancellation request through our Contact page.

We will confirm your cancellation via email within one business day. If you do not receive confirmation, please follow up — your request may not have been received.

7. Refund Process

Approved refunds are processed as follows:

• Method: Refunds are issued to the original payment method used for the transaction.
• Processing time: Refunds are typically processed within 5–10 business days. Your bank or credit card company may take additional time to post the refund to your account.
• Confirmation: You will receive an email confirmation when your refund has been processed.

8. Non-Refundable Items

The following are not eligible for refunds:

• API usage costs: All plans use Bring Your Own Key (BYOK). Any costs incurred with third-party API providers (OpenAI, Anthropic, Google, Perplexity, xAI) are billed directly by those providers and are outside CiteMetrix’s control.
• Consumed subscription period: Subscription fees for periods during which the Service was available and accessible cannot be refunded, except under the 14-day satisfaction guarantee.
• Add-on services: Custom integrations, consulting, or professional services delivered prior to a cancellation request.

9. Plan Changes & Downgrades

You may change your subscription plan at any time:

• Upgrades: Take effect immediately. You will be charged the prorated difference for the remainder of your current billing period.
• Downgrades: Take effect at the start of your next billing period. You will retain your current plan’s features until then.

Switching from an annual plan to a monthly plan is treated as a cancellation of the annual plan (subject to annual refund terms above) and a new monthly subscription.

10. Service Disruptions & Billing Errors

Extended Outages

If the CiteMetrix platform experiences a sustained outage lasting more than 72 consecutive hours that materially prevents you from using the Service, you may request a prorated credit for the affected period. This does not apply to scheduled maintenance windows communicated in advance.

Billing Errors

If you believe you were charged in error (duplicate charges, charges after cancellation, incorrect amounts), please contact us immediately at billing@citemetrix.com. We will investigate and correct any verified billing errors promptly, including issuing refunds for any erroneous charges.

11. Exceptions & Discretionary Refunds

We understand that circumstances vary. If you believe your situation warrants a refund outside of the terms described above, please contact us. We review exception requests on a case-by-case basis and will work with you in good faith to reach a fair resolution.

Refund decisions outside of the standard policy are made at our sole discretion and do not set precedent for future requests.

12. Contact Us

For refund requests, cancellation help, or billing questions:

CiteMetrix LLC
Email: billing@citemetrix.com
Phone: (860) 682-9104
Website: https://citemetrix.com/contact/

We aim to respond to all billing and refund inquiries within one business day.