Terms of Service

Terms of Service

Last updated: May 2025

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 charged in USD and are billed monthly in advance. All fees are non-refundable unless otherwise required by law or explicitly stated in a written agreement. We reserve the right to change pricing with 30 days' notice. Continued use after a price change 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 downgraded to a free plan unless you subscribe to a paid plan. No credit card is required during the trial unless stated otherwise.

5. Acceptable Use

You agree not to:

6. Pixel & Data Collection

When you deploy the 11metrics tracking pixel on your website, you are responsible for ensuring you have obtained the necessary consent from your visitors in accordance with all applicable privacy laws. You must maintain an up-to-date privacy policy on your website that discloses the use of the 11metrics pixel. We process the data collected by the pixel as a data processor acting on your instructions as data controller.

7. Intellectual Property

The Service, including all software, branding, and documentation, is owned by 11METRICS Ltd. and protected by intellectual property laws. These Terms grant you a limited, non-exclusive, non-transferable licence to use the Service for your internal business purposes. You retain ownership of all data you upload or generate through the Service.

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 to operate and improve the Service.

9. Uptime & Support

We target 99.9% monthly uptime for the platform excluding scheduled maintenance. Technical support is available to Growth and Pro plan subscribers via in-app chat and email. We do not guarantee response times on Free or Starter plans.

10. Limitation of Liability

To the maximum extent permitted by law, the Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or data, arising out of or in connection with your use of the Service. Our total liability to you for any claim shall not exceed the fees paid by you in the three months preceding the claim.

11. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranty of any kind. We disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

12. Termination

You may cancel your account at any time from the Settings page. We may suspend or terminate your account if you violate these Terms, with or without notice depending on the severity of the violation. Upon termination, your data will be retained for 30 days before permanent deletion.

13. Governing Law

These Terms are governed by the laws of the UK. Any disputes shall be resolved in the courts of London, UK.

14. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or in-app notice at least 14 days before they take effect. Continued use of the Service constitutes acceptance.

15. Contact

For questions about these Terms, contact us at [email protected] or: 11METRICS Ltd., 124-128 City Road, London, England, EC1V 2NX.