90-Day AI Citation Guarantee: How to Claim

What It Is

Growth and Enterprise customers are protected by our 90-day AI Citation Guarantee. If your brand citations across the verified AI engines don't grow after 90 days of active use, you can claim a refund. We refund every payment on your current subscription that includes a Growth or Enterprise charge, up to the day your refund is paid. Payments for Starter alone are not refunded under the guarantee.

This is the refund path for commitment tiers. We don't offer a change-of-mind refund on Growth and Enterprise because they're designed for customers ready to scale. The guarantee is a stronger, outcome-based protection.

Starter users: you're covered by the 7-day free trial. Cancel before the first charge to pay nothing. The 90-day guarantee doesn't apply to Starter.

Who Qualifies

Five criteria: all must be true. A citation baseline must also have been recorded on your account. Once you've added your website and its keywords, we run a citation check across it and store the count as your citation baseline; if you have more than one website, we use the first one you added.

1. Plan: You're on Growth ($199/mo) or Enterprise ($999/mo).
2. Time: You've completed your 90-day measurement period, which starts on the day we record your citation baseline.
3. Page usage: You need to have generated at least 1.5× the monthly page allowance of your current plan since your citation baseline (2,250 pages on Growth, 22,500 on Enterprise). It never goes above the requirement of the Growth or Enterprise plan you held when we recorded your baseline, so upgrading never raises it. Your claim page shows your number.
4. Publishing integration: You have at least one CMS or publishing platform connected in Settings → Integrations (WordPress, Shopify, Webflow, Ghost, Dev.to, LinkedIn, Hashnode, or Reddit).
5. Claim deadline: Submit your claim within 30 days after your 90-day measurement period ends. The period starts on the day we record your citation baseline, which happens once per account; your claim page shows both dates.

If any of these aren't met, we'll show you exactly which one is short so you can address it before claiming.

How to Claim

1. Go to Settings → Guarantee Refund (or visit /settings/refund-request directly).
2. You'll see your plan, your citation baseline, and your day-90 citation count pre-filled, plus the qualification checklist. Most criteria show a ✓ or ✗. The page-usage row shows the pages you've generated since your baseline against your requirement; if a person confirms your requirement (see below), that row stays neutral instead.
3. Optionally leave a short note. Tell us what you expected vs. what happened. This helps our review team and is the only unstructured input in the flow.
4. Tick the commitment checkbox confirming you've met the criteria and understand it's a one-time claim.
5. Click Submit Refund Request.

What Happens Next

This describes a claim we were able to measure. If your day-90 citation count couldn't be completed, see When we couldn't finish measuring below, which works differently.

• A queue row is created. Your page flips to a "Claim under review" state that shows the auto-refund date (5 business days from submission).
• Our team reviews your claim within 5 business days.
• If approved manually: we process the Stripe refund across every paid Growth or Enterprise invoice on your subscription (Starter invoices are not refunded under the guarantee), end your subscription once the refund has gone through (your account moves to the Free plan), and email you a confirmation.
• If no manual action is taken in 5 business days: the claim auto-refunds on the deadline. Same outcome, no waiting.
• When the money arrives: We issue your refund within 6 business days of your claim; your bank usually shows it 5–10 business days later. If your claim needs a manual review, it can take longer.
• If declined: we'll let you know why. If you disagree, write to support@reachsurge.ai and a person will look at it again.

When we couldn't finish measuring

Your day-90 count is only comparable to your day-0 baseline if both were measured the same way, across the same engines and the same keywords. If any of them couldn't be checked, we don't write a partial number, because a partial count would look like lost citations when nothing was actually lost.

If that happens on your account, your claim doesn't get auto-approved or auto-denied. It goes to a person to decide by hand:

• Your page shows "A person is reviewing your claim" instead of an auto-refund date.
• There is no automatic refund deadline on this path. Nothing pays out on its own.
• You don't need to resubmit. The claim is recorded and someone reviews it.

When a person confirms your page requirement

Your page requirement is normally set by the Growth or Enterprise plan you held when we recorded your citation baseline, capped at your current plan's. If we couldn't record that plan at your baseline, for example because your baseline was recorded while you were on Starter, a person confirms your requirement when you claim. Your requirement is that of the first Growth or Enterprise plan you paid for, or of your current plan if lower.

On this path your claim is not auto-approved or auto-denied on page usage. It goes to a person, your page shows "A person is reviewing your claim", and there is no automatic refund deadline.

FAQ

Can I claim the guarantee more than once? No. It's a one-time claim per account.

Does the guarantee apply to Starter? No. Starter has a 7-day free trial instead. Cancel before first charge to pay nothing.

What if Stripe can't delete my customer record? Stripe is legally required to retain payment records for up to 7 years under PCI-DSS and tax law. This is disclosed in the privacy policy §7 and doesn't affect your refund. The refund itself still goes through; only the billing-record retention is outside our control.

What counts as a "citation" for the growth comparison? Direct API citations from the five verified engines (ChatGPT, Perplexity, Claude, Google Gemini, Grok). Before 1 August 2026 this list named Google twice, as “Google Gemini” and “Google AI Search”, for a single Google API call; if your subscription started before that date, your guarantee is still measured on that original basis so your baseline and your day-90 count stay comparable. Microsoft Copilot is explicitly excluded. We can't verify it via API, so it's not measurable for the guarantee.

Does my data get deleted after a refund? No. Your account stays on the Free tier after the subscription ends. Pages you generated on your site stay on your site. If you also want account deletion, that's a separate flow in Settings → Privacy & Data with a 30-day grace window.

How do I know if my citations "grew"? We record a baseline count once you've added your website and its keywords, and measure the same queries 90 days later. The guarantee triggers if the delta is ≤ 0 across the verified engines. You can see live progress on the Citations dashboard.