Last updated: 15 June 2026

These Terms of Service (“Terms”) govern your access to and use of the 11metrics platform (“Service”) provided by 11METRICS Ltd. (“Company”, “we”, “us”). By creating an account or using the Service you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Eligibility

You must be at least 18 years old and legally capable of entering into contracts in your jurisdiction to use the Service. By accepting these Terms you represent that you meet these requirements and that you are using the Service on behalf of yourself or an entity you are authorised to represent.

2. Account Registration

You must provide accurate, complete, and current information when creating your account. You are responsible for safeguarding your credentials and for all activity that occurs under your account. Notify us immediately at [email protected] if you suspect unauthorised access.

3. Subscription Plans & Billing

The Service is offered on a subscription basis. Fees are displayed in your account’s billing currency (AED for customers billed via Ziina; other currencies where Stripe is the payment processor) and are billed monthly in advance. All fees are non-refundable unless otherwise required by applicable law or explicitly stated in a written agreement with us.

We reserve the right to change pricing with 30 days’ written notice by email. Continued use of the Service after a price change takes effect constitutes acceptance of the new pricing.

4. Free Trial

We may offer a free trial period. At the end of the trial, your account will be automatically downgraded to the free plan unless you subscribe to a paid plan. No payment method is required during the trial unless stated otherwise at the point of registration.

5. Acceptable Use

You agree not to use the Service to:

•       Violate any applicable law, regulation, or third-party rights.

•       Collect or process personal data without obtaining all legally required consents from your data subjects.

•       Deploy the tracking pixel on websites you do not own or are not authorised to operate.

•       Reverse-engineer, decompile, disassemble, or otherwise attempt to extract the source code of the platform.

•       Send unsolicited commercial communications (spam) via channels enabled by the platform.

•       Store, transmit, or process malicious code, viruses, or any content designed to cause harm.

•       Circumvent any technical restriction, rate limit, security measure, or access control in the platform.

•       Impersonate any person, entity, or brand, or misrepresent your affiliation with any person or organisation.

•       Resell, sublicense, or provide access to the Service to third parties without our prior written consent.

•       Use the Service in a manner that interferes with its normal operation or degrades performance for other users.

•       Use the Service to engage in any activity that facilitates the processing of special categories of personal data (health, biometric, political, religious data, etc.) without explicit and documented consent from each data subject and without notifying us in advance.

We reserve the right to suspend or terminate accounts found to be in violation of these provisions, with or without prior notice depending on the severity of the breach.

6. Pixel & Data Collection

When you deploy the 11metrics tracking pixel on your website, you are the data controller and we are the data processor acting on your instructions. You are solely responsible for:

•       Obtaining all necessary consents from your website visitors in accordance with GDPR, CCPA, ePrivacy, and all other applicable privacy laws.

•       Maintaining a current, accurate privacy policy on your website that discloses the use of the 11metrics pixel and the data collected.

•       Configuring the pixel’s consent gate to respect the choices of your visitors.

•       Ensuring that data you collect and process through our platform complies with your own privacy commitments and applicable law.

We process pixel-collected data strictly according to your instructions as set out in our Data Processing Agreement, which forms part of these Terms for all customers subject to GDPR. A copy of our standard DPA is available on request at [email protected].

7. Intellectual Property

The Service, including all software, branding, algorithms, documentation, and visual design, is owned by 11METRICS Ltd. and protected by copyright, trademark, and other intellectual property laws. These Terms grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your internal business purposes during the subscription term.

You retain full ownership of all data, content, and materials you upload or generate through the Service. We do not assert any intellectual property rights over your workspace data.

8. Data & Privacy

Our collection and use of your personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference. You grant us the right to process your data as described in the Privacy Policy and as necessary to operate and improve the Service.

For customers subject to GDPR, our standard Data Processing Agreement (DPA) applies to all personal data processed on your behalf via the Service. Contact [email protected] to request a signed copy.

9. Uptime & Support

We target 99.9% monthly uptime for the platform, excluding scheduled maintenance windows (which we will announce with reasonable advance notice). Our current uptime status is available at https://uptime.ronin.ag/status/11metrics.

Technical support is available to Growth, Pro, and Agency plan subscribers via in-app chat and email at [email protected]. Response time targets vary by plan; we do not guarantee specific response times on Free or Starter plans.

10. Limitation of Liability

To the maximum extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, goodwill, or business opportunities, arising out of or in connection with your use of or inability to use the Service.

Our total aggregate liability to you for any and all claims arising under or in connection with these Terms or the Service shall not exceed the fees actually paid by you to us in the three (3) months immediately preceding the event giving rise to the claim.

Nothing in these Terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law.

11. Disclaimer of Warranties

The Service is provided “as is” and “as available” without warranty of any kind, express or implied. To the fullest extent permitted by applicable law, we disclaim all implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation.

We do not warrant that the Service will meet your specific requirements, that analytics data will be complete or accurate, or that any errors will be corrected.

12. Termination

You may cancel your account at any time from the Settings page of the platform. Cancellation takes effect at the end of your current billing period; you retain access to the Service until then.

We may suspend or terminate your account immediately if you violate these Terms in a material way, if we are required to do so by law, or if continued access poses a security or legal risk. For minor violations, we will typically give you notice and an opportunity to remedy the breach before suspending access.

Upon termination or cancellation, your data is retained for 30 days before permanent deletion from our systems, giving you time to export any data you need. You can export your data at any time via the Reports section of the platform.

13. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer protection laws in your jurisdiction require otherwise.

14. Changes to These Terms

We may update these Terms from time to time. We will indicate the date of the last revision at the top of this page. For material changes, we will provide at least 14 days’ notice via email or in-app notification before the changes take effect. Continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms.

15. Contact

For questions about these Terms, contact us at [email protected] or write to:

11METRICS Ltd.

124–128 City Road

London, England

EC1V 2NX

United Kingdom