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, we refund every cent you've paid us.

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 captured on your account; this happens automatically within a day of subscribing.)

1. Plan: You're on Growth ($199/mo) or Enterprise ($999/mo).
2. Time: You've been subscribed for at least 90 consecutive days.
3. Page usage: You've used at least 50% of your tier's monthly page allowance across the 90-day window (2,250 pages for Growth; 22,500 for Enterprise, 1.5× your monthly cap).
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: You submit the claim within 120 days of your subscription start date.

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-allowance check reads Submit to check and is verified server-side when you submit.
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 invoice on your subscription, cancel the subscription at the next renewal, 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.
• 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.

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 cancels at period end. 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 on day 1 of your subscription and measure the same queries at day 90. The guarantee triggers if the delta is ≤ 0 across the verified engines. You can see live progress on the Citations dashboard.