Terms of Use

Citex is sometimes referred to as 'Service'. Last updated: 2 September 2026

Introduction

These terms govern your use of the Citex website and the Citex service. By creating an account, starting a trial or continuing to use the site, you accept them. If you do not accept them, do not use the service.

Citex is operated by the team reachable at hello@usecitex.com. In these terms, we and us mean the operator of the service, and you means the person or organisation using it. Once the operating company is registered, its legal name, registered office and company number will be published in this section.

Our Privacy Policy explains how we handle personal data and forms part of these terms.

If you accept these terms on behalf of an organisation, you confirm that you are authorised to bind it, and you and that organisation are jointly responsible for compliance.

Accounts

You need an account to use the service. Give accurate details and keep them up to date. One person may not hold multiple accounts to work around plan limits.

You must be at least 16 years old, and older where the law where you live requires it.

Each plan includes a number of seats. Seats are for named individuals in your organisation; they are not to be shared between people, and login credentials are not to be passed around.

You are responsible for everything done under your account. Keep your password confidential, and tell us immediately at hello@usecitex.com if you believe someone else has access.

We may refuse, suspend or close an account that breaches these terms, that is used unlawfully, or whose payment has failed and remained unpaid after the notices described below. Where the circumstances allow, we will warn you first and give you a chance to put it right.

Free trial

New accounts get a 7-day free trial. No payment card is required to start it and nothing is charged during it.

One trial per organisation. Creating additional accounts to obtain further trials is a breach of these terms.

The trial ends automatically after 7 days. It does not turn into a paid subscription on its own — if you do nothing, your account simply loses access to the paid features and your data is retained for the period set out in the Privacy Policy.

During a trial, the service may be limited in volume or frequency, and we may end a trial early if it is being abused.

Payments

Paid plans are billed in advance, in US dollars, through our payment processor Stripe. We do not receive or store your card details.

You choose a monthly or an annual billing cycle when you subscribe. The subscription renews automatically at the end of each cycle for another cycle of the same length, at the price then in force, until you cancel.

Prices are shown on the pricing page. Unless the page states otherwise, prices exclude VAT and any other applicable tax, which is added at checkout based on your location and on any valid VAT number you supply.

If we change the price of your plan we will tell you by email at least 30 days before the change applies to you. The new price takes effect at your next renewal, and you may cancel before then.

If a payment fails we will retry it and email you. If it is still unpaid after 14 days we may suspend access; if it is still unpaid after 30 days we may close the account. Reinstating a closed account is not always possible.

Upgrading takes effect immediately and is charged pro rata for the remainder of the cycle. Downgrading takes effect at the next renewal, so that you keep what you have already paid for.

Right of withdrawal for consumers

This section applies only if you are a consumer in the European Union or the United Kingdom — that is, if you are buying outside your trade, business or profession. It does not apply to businesses.

As a consumer you normally have 14 days from the day the contract is concluded to withdraw from it without giving any reason and without penalty.

Citex is digital content and a digital service supplied immediately. At checkout you are asked to confirm two things separately: that you want the service to start straight away, and that you understand you lose your right of withdrawal once it has been fully performed. If you do not confirm both, the service does not start until the 14 days have passed.

If you confirmed both and then withdraw before the period ends, we may charge you a proportionate amount for what you actually used before withdrawing.

To withdraw, send a clear statement to hello@usecitex.com before the 14 days expire. You may copy the form below, but you are not obliged to use it.

Model withdrawal form — To Citex, hello@usecitex.com: I hereby give notice that I withdraw from my contract for the supply of the Citex service. Ordered on: (date of order). Name of consumer: (your name). Address of consumer: (your address). Date: (today's date).

We refund any amount due within 14 days of receiving your notice, using the same payment method you used, at no cost to you.

Cancellation and refunds

You can cancel at any time from your billing settings. Cancellation stops the next renewal.

When you cancel, you keep access until the end of the period you have already paid for. We do not refund the unused part of a period, and payments are otherwise non-refundable. This is why the trial exists: use it to decide before you pay.

Nothing in this section limits the statutory right of withdrawal described above, or any other right you have as a consumer that cannot be excluded by contract.

We will always refund a payment that was taken in error, charged twice, or taken after a valid cancellation. Beyond that, we may issue a refund at our discretion — for example after a prolonged outage that was our fault — but doing so once does not oblige us to do it again.

If we close your account for a breach of these terms, no refund is due.

Acceptable use

Use the service lawfully and for its intended purpose: measuring how brands appear in AI-generated answers.

You must not use Citex to break the law, to infringe anyone's rights, to harass or defame, or to process the special categories of personal data listed in the Privacy Policy.

You must not attempt to gain access to data belonging to another customer, probe or test our security without written permission, bypass plan limits, or disrupt the service for others.

You must not resell, sublicense or white-label the service without a written agreement with us, scrape our site or dashboards, or use automated means to extract data beyond the interfaces we provide.

You must not configure prompts designed to manipulate, poison or attack a third-party AI platform, or to make us breach that platform's own terms.

Reverse engineering, decompiling or copying the software is not permitted, except to the extent that the law expressly allows it despite this clause.

Serious or repeated breaches result in suspension or closure of the account, and we may report unlawful activity to the authorities.

Accuracy of information

Citex reports what third-party AI platforms said in response to your prompts at the moment we asked. Those platforms are probabilistic: the same question can produce different answers minutes apart, and their models, indexes and policies change without notice.

Because of that, Citex results are a sample and an estimate, not a measurement of a fixed quantity. Metrics such as visibility, position, sentiment and mentions are produced by automated analysis and will sometimes be wrong.

We do not guarantee that the service captures every mention of your brand, that a platform will remain available to query, or that historical figures will stay comparable after a platform changes its behaviour.

Decisions you take on the basis of Citex data are your own. Do not use the service as the sole basis for a decision that carries legal, financial or safety consequences.

Content on the website, including pricing, feature descriptions and any figures shown in product screenshots, is provided for information. Product screenshots use demonstration data and do not represent any real company's performance.

Intellectual property rights

We own the Citex name, logo, website, software, documentation and everything we publish, or we use it under licence. All rights not expressly granted to you are reserved.

You own your own data: the brands, competitors and prompts you configure, and the reports generated from them. Nothing in these terms transfers ownership of that to us.

You grant us the limited licence we need to run the service — to store, process and display your data for the purpose of providing Citex to you, and to send your prompts to the AI platforms you selected. That licence ends when the data is deleted.

We may use aggregated and anonymised statistics derived from use of the service, provided they cannot identify you, your organisation or the brands you track.

If you send us feedback or suggestions, we may use them freely and without obligation to you.

License to use the website

You may view the public pages of usecitex.com, and print or download extracts for your own reference.

You may not republish, redistribute, sell, rent or sub-license material from the site, reproduce it for commercial purposes, or present it as your own.

You may quote short extracts with a clear attribution and a link back to the page you took them from.

This licence covers the public website. Access to the application is governed by your subscription and by the rest of these terms.

Restricted access

Parts of the site are restricted to account holders, and we may restrict further areas at any time.

Keep your credentials confidential. You are responsible for activity carried out with them, including activity by people you allow into your workspace.

We may disable your access without notice if we reasonably believe your credentials have been compromised, or that continued access threatens the service or another customer.

We aim to keep the service available, but we do not promise uninterrupted availability. Maintenance is announced in advance where we can, and emergency work may happen without notice.

Limitations of liability

The service is provided as it is. To the extent the law allows, we exclude all implied warranties, including any warranty of merchantability, fitness for a particular purpose, or that the service will be uninterrupted or error-free.

We are not liable for indirect or consequential loss, for lost profits, lost revenue, lost business, lost goodwill, or for loss or corruption of data caused by anything outside our reasonable control.

We are not liable for the acts, omissions, availability, pricing or output of the third-party AI platforms we query on your behalf.

Where liability cannot be excluded, our total liability to you in any 12-month period is limited to the amount you actually paid us for the service in that period.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. If you are a consumer, your statutory rights are unaffected.

Variation

We may change these terms — for example to reflect a new feature, a new supplier, or a change in the law.

We publish the new version on this page with an updated date. For a change that materially affects your rights or obligations, we email every account holder at least 30 days before it takes effect.

If you do not accept a material change, cancel before it takes effect. Continuing to use the service afterwards means you accept it.

Entire agreement

These terms, together with the Privacy Policy and the plan details shown on the pricing page, form the whole agreement between us about the service, and replace anything said or written before.

If any part of these terms is held to be invalid or unenforceable, the rest continues to apply.

If we do not enforce a right straight away, that is not a waiver of it.

You may not transfer your rights under these terms without our written consent. We may transfer ours to a company that takes over our business, provided your rights are not reduced.

Language

These terms are published in several languages for convenience. The English version is the binding one, and it prevails if a translation differs from it.

Law and jurisdiction

These terms and any dispute arising from them are governed by the law of the country in which the operator of Citex is established, excluding its conflict-of-law rules. That country will be named here once the operating company is registered.

The courts of that same country have jurisdiction, except that if you are a consumer you may also bring proceedings in the courts of the country where you live, and you keep the protection of the mandatory consumer law of that country. Nothing here reduces a consumer right that the law does not allow us to reduce.

If you are a consumer and we cannot resolve a complaint between us, you may be entitled to refer it to an out-of-court dispute resolution body in the country where you live. Your national consumer authority can tell you which body handles disputes of this kind.

Before starting any formal proceedings, please contact us at hello@usecitex.com so that we can try to resolve the matter directly.

Contact details

Write to hello@usecitex.com. One address covers everything: questions about these terms, privacy requests, billing problems and security reports.

If you are reporting a security vulnerability, please tell us before disclosing it publicly and give us a reasonable time to fix it.

For anything else, the contact page works too.