Terms of Service

ChurnRate.io provides AI-powered churn prediction and prevention tools for SaaS businesses. Our service analyzes customer data you provide to identify at-risk accounts, generate risk scores, and create personalized intervention campaigns to improve customer retention.

The service includes, but is not limited to: customer data import and analysis, AI-driven risk scoring, intervention email generation, save attribution tracking, campaign management, analytics dashboards, and Stripe integration for MRR verification.

By accessing or using our services, you agree to be bound by these Terms of Service. If you do not agree to these terms, do not use our services.

You must provide accurate and complete information when creating an account. You are responsible for maintaining the security of your account credentials and for all activities that occur under your account. You must be at least 18 years old to use our services.

You agree to immediately notify us at security@churnrate.io of any unauthorized use of your account or any other breach of security. We will not be liable for any loss arising from your failure to maintain account security.

You agree not to:

• Upload data you do not have the right to use or process
• Use the service for any illegal purpose or in violation of any applicable law
• Attempt to gain unauthorized access to our systems or networks
• Interfere with the proper operation or availability of the service
• Reverse engineer, decompile, disassemble, or attempt to derive the source code of our software or AI models
• Share your account credentials with unauthorized parties
• Use the service to send spam, unsolicited communications, or messages that violate CAN-SPAM, GDPR, or other applicable anti-spam legislation
• Scrape, data-mine, or systematically extract data from our platform for purposes unrelated to your authorized use
• Resell, sublicense, or redistribute our services without written authorization

Violation of these acceptable use provisions may result in immediate suspension or termination of your account.

You retain ownership of all customer data you upload to our platform. By uploading data, you grant us a limited, non-exclusive license to process it solely for the purpose of providing our services. This license terminates when you delete the data or close your account.

We handle all data in accordance with our Privacy Policy, which is incorporated into these terms by reference.

You represent and warrant that:

• You have obtained all necessary consents, authorizations, and legal bases to upload and process customer data through our platform
• Your use of our service complies with all applicable data protection laws, including GDPR, CCPA, and any industry-specific regulations
• You have a lawful basis for sending communications (including intervention emails) to your customers
• You will not upload any data classified as "special category" data under GDPR (e.g., health data, biometric data, religious beliefs) unless we have agreed to appropriate safeguards in writing

Free Pilot

New users are eligible for a free 30-day pilot period. During the pilot, we analyze your data and demonstrate value at no cost. No credit card is required to start the pilot.

Subscription

After the pilot period, pricing is based on 25% of MRR saved through our intervention campaigns. Payments are processed monthly through Stripe. You may cancel your subscription at any time through the billing portal in your dashboard settings.

Refunds

Since our pricing is performance-based (you only pay for customers we actually save), refunds are handled on a case-by-case basis. Contact us at billing@churnrate.io for billing disputes.

Data Accuracy Obligation

You agree to provide accurate and complete customer data when using our platform, including but not limited to customer email addresses, MRR values, and usage metrics. Knowingly underreporting MRR, providing falsified data, or manipulating customer records to reduce fees constitutes a material breach of these terms and may result in immediate termination of your account and retroactive billing adjustments based on verified data.

Save Attribution Methodology

A customer is considered "saved" when: (a) they were identified as at-risk or critical by our risk scoring engine, (b) a ChurnRate intervention email was sent to them and confirmed delivered, and (c) their health status improved to healthy within 30 days of the intervention. Each save event is recorded with an immutable audit snapshot including before/after risk scores, the intervention ID, and the MRR at the time of the save. ChurnRate's system of record is the authoritative source for save attribution.

Stripe Verification

When you connect your Stripe account via Stripe Connect, Stripe subscription data becomes the authoritative source for MRR values. If a discrepancy is detected between CSV-imported MRR and Stripe-verified MRR, ChurnRate reserves the right to use the Stripe-verified MRR for billing calculations. You will be notified of any material discrepancies and given an opportunity to resolve them before billing adjustments are applied.

Pilot Program Terms

The free pilot program is limited to one pilot per company. Repeated pilot signups from the same organization (determined by email domain, company name, or other identifying information) may be flagged for manual review and, if found to be abusive, declined. The pilot is intended to demonstrate value, not to serve as a perpetual free service. Using the pilot period solely to extract intervention strategies, email templates, or churn prediction methodologies for in-house replication without intent to subscribe constitutes a violation of these terms and our intellectual property rights.

Dispute Resolution for Save Attribution

You have 30 calendar days from the date a save is recorded to dispute the attribution. Disputes must be submitted in writing to billing@churnrate.io and must include the specific customer(s) in question and the reason for the dispute. We will review the audit trail — including the intervention delivery confirmation, risk score transition, and MRR verification — and respond within 10 business days. If the dispute is upheld, the save will be reversed and any associated charges credited to your account.

Uptime Commitment

ChurnRate.io targets 99.9% uptime for our core services (dashboard, API, risk scoring, and email generation) measured on a monthly basis. Uptime is calculated as: (total minutes in month - downtime minutes) / total minutes in month x 100.

Scheduled Maintenance

Planned maintenance windows will be communicated at least 48 hours in advance via email and in-dashboard notification. Scheduled maintenance is excluded from uptime calculations. We aim to perform maintenance during low-usage periods (weekends, 2:00-6:00 AM ET).

Service Credits

If monthly uptime falls below 99.9%, you may request service credits as follows:

• 99.0% to 99.9% uptime — 10% credit on that month's invoice
• 95.0% to 99.0% uptime — 25% credit on that month's invoice
• Below 95.0% uptime — 50% credit on that month's invoice

Service credit requests must be submitted within 30 days of the end of the affected month to support@churnrate.io. Credits will be applied to future invoices and are not redeemable for cash.

Exclusions

The SLA does not apply to: (a) features labeled as beta or experimental, (b) issues caused by your systems, network, or third-party integrations, (c) force majeure events, or (d) scheduled maintenance.

All content, features, functionality, software, AI models, algorithms, design elements, and trademarks of ChurnRate.io are owned by us and protected by copyright, trademark, trade secret, and other intellectual property laws.

Our AI models, churn prediction algorithms, risk scoring methodologies, intervention strategies, and analysis methods are proprietary and constitute trade secrets. You agree not to directly or indirectly disclose, publish, or otherwise reveal these methodologies to any third party.

You retain all intellectual property rights in the customer data you upload. We do not claim any ownership interest in your data. Any reports, analyses, or insights generated by our platform based on your data are licensed to you for your internal business use.

Each party agrees to keep confidential all non-public information disclosed by the other party that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information ("Confidential Information").

Confidential Information includes, but is not limited to:

• Your Confidential Information: Customer data, business metrics, MRR figures, customer lists, and strategic plans shared with us
• Our Confidential Information: AI models, algorithms, prediction methodologies, intervention templates, pricing structures, and platform architecture

Confidential Information excludes information that: (a) is or becomes publicly available without breach, (b) was known to the receiving party before disclosure, (c) is independently developed without use of Confidential Information, or (d) is required to be disclosed by law.

Confidentiality obligations survive termination of these terms for a period of three (3) years.

If you access our services through an API or integration (including Stripe Connect, CSV imports, or any future API endpoints), the following additional terms apply:

• Rate Limits: API access is subject to rate limits as documented in our API documentation. Exceeding rate limits may result in temporary throttling
• Fair Use: API access must be used for its intended purpose of integrating with ChurnRate.io services. Systematic data extraction, benchmarking, or competitive analysis is prohibited
• Authentication: You are responsible for keeping API keys and access tokens secure. Compromised credentials must be rotated immediately
• No Competing Products: You may not use our API to build products or services that compete directly with ChurnRate.io

We reserve the right to modify, deprecate, or discontinue API endpoints with reasonable notice (minimum 90 days for breaking changes).

Our services are provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not guarantee specific results from using our churn prediction or intervention features. AI-generated risk scores are probabilistic assessments, not certainties. Past performance metrics shown in our marketing materials are based on aggregate customer data and may not reflect individual results.

We do not warrant that: (a) the service will be uninterrupted, timely, secure, or error-free, (b) the results obtained from the service will be accurate or reliable, or (c) any errors in the service will be corrected.

To the maximum extent permitted by applicable law, ChurnRate.io shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, goodwill, or other intangible losses, arising from your use of or inability to use our services.

Our total aggregate liability for all claims arising out of or relating to these terms or our services shall not exceed the total amount you paid to ChurnRate.io during the twelve (12) months immediately preceding the event giving rise to the claim.

These limitations apply regardless of the legal theory (contract, tort, strict liability, or otherwise) and even if we have been advised of the possibility of such damages.

Some jurisdictions do not allow the exclusion or limitation of certain damages. In such jurisdictions, our liability shall be limited to the maximum extent permitted by law.

You agree to indemnify, defend, and hold harmless ChurnRate.io, its officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from:

• Your use of the service
• Your violation of these terms
• Your violation of any rights of a third party
• Your upload or processing of customer data without proper authorization or in violation of applicable data protection laws
• The content of any communications sent using our intervention email features

By You: You may terminate your account at any time by deleting your account through the Data & Privacy page in your settings. Termination will take effect at the end of your current billing period.

By Us: We may terminate or suspend your account immediately, without prior notice, for: (a) material breach of these terms, (b) fraudulent or abusive activity, (c) non-payment of fees, or (d) if required by law.

Effect of Termination: Upon termination: (a) your right to use the service ceases immediately, (b) your customer data will be deleted in accordance with our data retention policy (30 days after termination), (c) any outstanding fees become immediately due and payable, and (d) provisions that by their nature should survive (including confidentiality, intellectual property, liability limitations, and indemnification) will continue to apply.

Neither party shall be liable for any failure or delay in performing its obligations under these terms where such failure or delay results from events beyond the reasonable control of that party, including but not limited to: natural disasters, acts of war or terrorism, epidemics or pandemics, government actions or orders, widespread internet or infrastructure failures, cyberattacks (including DDoS attacks), and third-party service provider outages.

The affected party shall provide prompt notice to the other party and use commercially reasonable efforts to mitigate the impact and resume performance as soon as practicable.

If a force majeure event continues for more than 60 consecutive days, either party may terminate the affected services upon written notice.

We reserve the right to modify these terms at any time. When we make material changes:

• We will provide at least 30 days advance notice via email and through a prominent notice on our website
• The "Last updated" date at the top of these terms will be revised
• You will be asked to review and accept the updated terms upon your next login

Continued use of the service after the effective date of changes constitutes acceptance of the updated terms. If you do not agree with the changes, you may terminate your account before the effective date.

These terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to conflict of law principles.

Informal Resolution

Before initiating any formal dispute resolution, you agree to first contact us at legal@churnrate.io and attempt to resolve the dispute informally for at least 30 days.

Binding Arbitration

Any dispute not resolved informally shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The arbitration shall take place in Wilmington, Delaware, or at another mutually agreed location, and may be conducted remotely.

Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. If for any reason a claim proceeds in court rather than in arbitration, both parties waive the right to a jury trial.

Severability

If any provision of these terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

Entire Agreement

These Terms of Service, together with the Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and ChurnRate.io regarding your use of our services. These terms supersede all prior agreements, understandings, and communications, whether written or oral.

Assignment

You may not assign or transfer your rights or obligations under these terms without our prior written consent. We may assign our rights and obligations under these terms in connection with a merger, acquisition, reorganization, or sale of substantially all of our assets, with notice to you.

Waiver

Our failure to enforce any right or provision of these terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by us to be effective.

Notices

Notices to you will be sent to the email address associated with your account. Notices to us should be sent to legal@churnrate.io. Notices are considered received when sent by email (upon transmission) or when delivered by registered mail (upon receipt).

Export Controls

You agree to comply with all applicable export control laws and regulations of the United States and other applicable jurisdictions. You will not use, export, or re-export our services or any related data in violation of these laws, including to any country, entity, or person subject to US sanctions administered by OFAC (Office of Foreign Assets Control).

Anti-Corruption

You represent and warrant that your use of our services complies with all applicable anti-corruption laws, including the US Foreign Corrupt Practices Act (FCPA) and the UK Bribery Act 2010. You will not use our services in connection with any activity that would violate these laws.

For enterprise customers or where required by applicable data protection law (including GDPR), we offer a Data Processing Addendum (DPA) that details:

• The nature, purpose, and duration of data processing
• Categories of data subjects and personal data processed
• Technical and organizational security measures
• Sub-processor management and notification obligations
• Data subject rights and cooperation commitments
• Data breach notification procedures
• Data return and deletion upon termination

To request a DPA, contact us at legal@churnrate.io. The DPA, once executed, is incorporated into these Terms of Service by reference.

For questions about these terms, contact us at:

• Legal inquiries: legal@churnrate.io
• Billing inquiries: billing@churnrate.io
• General support: support@churnrate.io
• Website: churnrate.io/contact