01Overview
We sell two distinct products with different delivery models. Each has its own refund rules - read the section that applies to your purchase. This Refund Policy forms part of our Terms of Service.
02AI Visibility Tracker
The AI Visibility Tracker is a recurring SaaS subscription billed in advance.
Monthly subscriptions
You may cancel any monthly subscription at any time. Cancellation takes effect at the end of the current billing period; you keep access until that date. Monthly subscriptions are not prorated, and we do not refund the current month after it has been charged.
Annual subscriptions - 30-day money-back guarantee
If you cancel an annual plan within 30 days of the initial payment, we will refund the full amount paid for that 12-month term. After day 30, annual plans are non-refundable, but you can cancel renewal at any time to stop being charged at the end of the term.
Plan upgrades & downgrades
Upgrades are prorated and charged immediately. Downgrades take effect at the next renewal - no partial refund is issued at the time of downgrade.
Service outages
If the Service is materially unavailable for more than 4 consecutive hours due to issues on our side, we will issue prorated service credits on request. See Exceptions & credits.
03Ranking Service
The Ranking Service involves human research, writing, and publication on third-party platforms. Refunds depend on what's been delivered.
| Stage | Refundable? | Notes |
|---|---|---|
| Within 7 days of purchase, no work started | Yes - 100% | Full refund if research, drafting, or posting has not begun. |
| Research / drafting in progress | Partial | Refund covers all undelivered placements; we keep payment for the work already produced. |
| Blog placement drafted but not published | Partial | Refundable minus a writing fee equal to 50% of that placement's allocated cost. |
| Reddit / Quora post published | No | Once published on a third-party platform, the post is governed by that platform's rules and cannot be unpublished by us. |
| Blog post published | No | Once live with a publisher, the post is no longer refundable. |
| Failure to deliver agreed placement volume | Yes - prorated | If we fall short of the placements promised in your tier within the agreed delivery window (30 days unless otherwise stated), the missing placements are refunded. |
What "delivered" means
- Reddit / Quora: the comment or answer is live and visible to logged-out users on the target subreddit/topic.
- Blogs: the post is published at a publicly accessible URL on the agreed (or comparable) publisher.
What we can't guarantee
Even with delivered placements, we cannot guarantee that a specific AI engine will cite the placement, that your visibility score will move by a specific amount, or that the third-party platform will keep the post live indefinitely. These outcomes depend on factors outside our control, and they are not grounds for a refund once delivery is complete.
04How to request a refund
Send an email to info@oncited.com with:
- your account email and order ID (from the receipt);
- which product the refund is for (Tracker or Ranking);
- a brief reason - this helps us improve.
For the annual-plan guarantee, send the request within 30 days of the initial charge. For the Ranking Service 7-day window, send it within 7 days of purchase.
05Processing time
Approved refunds are returned to the original payment method within 5-10 business days. Bank or card processor delays may add a few additional days; we have no control over those once the refund is sent.
Refunds are issued in the original currency of the payment. Currency-conversion losses, if any, are not reimbursable.
06Exceptions & service credits
Outages
If the AI Visibility Tracker is unavailable for more than 4 consecutive hours due to issues on our side in any single month, we will, on request, credit your account proportionally to the time the Service was down. Credits apply to future billing periods and do not expire while your account is active.
Annual cancellations after day 30
Annual subscriptions cancelled after day 30 are not refundable. You may cancel auto-renewal at any time, and access continues until the end of the prepaid term.
Account closure for cause
If we terminate your account for a violation of our Terms of Service, no refund is owed.
Goodwill
Sometimes the right answer is a refund even when the policy doesn't strictly require one. Talk to us - if a fair outcome is to refund you, we will.
07Chargebacks
If you have a problem with a charge, please contact us first at info@oncited.com. We respond within one business day and resolve almost every case directly. Initiating a chargeback without first contacting us may result in your account being suspended while the dispute is reviewed; this is to protect both sides from accidental double-resolution.
08Contact
Questions about a refund or this policy? We're real humans and we read every email.