# Terms of service

> The terms for using Cuttl: plans, cancelling, the 14-day refund on your first payment, your data and acceptable use.

Source: https://cuttl.io/terms/ · Last updated: 2026-11-04

Updated 4 November 2026

These terms cover your use of Cuttl, the service at app.cuttl.io, and the cuttl.io website. In these terms, “Cuttl”, “we” and “us” mean the business that runs Cuttl. By creating a workspace or using Cuttl, you agree to these terms. Questions: contact@cuttl.io.

## 1. Your account

- You need a workspace to use Cuttl. Keep your sign-in details safe, and tell us at contact@cuttl.io if you think someone else has used your account.
- You’re responsible for what happens in your workspace, including what your team members and connected AI assistants do there.
- We run Cuttl on our servers and keep it updated. There’s nothing for you to install apart from the Cuttl Tag on your site.

## 2. Plans and usage

- Cuttl has a Free plan and paid plans (Pro and Max). The pricing page lists what each plan includes and costs.
- Plans are priced by monthly unique visitors. A unique visitor is one person on one browser, however many sessions they have. Bots we detect never count toward your plan.
- Unique visitors are counted once each calendar month, for each product. Journey Insights counts each person it tracks. Web Experiments counts a person when they enter a live test or rollout.
- On a plan for both products, they draw on one allowance for the workspace, so a person counted by both counts twice.
- On a plan for one product, the plan’s unique visitors and top-ups are for that product only. If you turn on the other product, it has its Free features and its own 5,000 unique visitors each calendar month, with no top-ups.
- On Pro, a person who sees a rolled-out version counts as 1.5 unique visitors. On Max, they count as 1.
- At your limit, Cuttl tracks no one new and tests take no one new until your allowance resets: on the 1st of the next month (UTC) on a monthly plan, or at the start of the next plan year on a yearly one. A top-up (on Pro and Max) or an upgrade adds room straight away. Unique visitors already counted this month are tracked as before. There are no overage charges.
- Pro and Max yearly plans get 12 months of unique visitors at the start of the plan year, to use in any month. Top-ups add to the year. If you upgrade during the year, the extra unique visitors for the rest of the year are added at once.
- Free is monthly only: 5,000 unique visitors each calendar month.
- In a new workspace, each product is off until an admin turns it on.
- Max includes unlimited sites under a fair use policy. Fair use only stops abuse, such as scripts sending fake traffic.
- We may change what a plan includes or costs. If a change affects a paid plan you’re on, we tell you by email at least 30 days before it applies to you, and it starts at your next renewal.

## 3. Payments

- Payments are handled by Dodo Payments, which acts as the merchant of record. Dodo Payments’ own buyer terms cover the purchase itself, including taxes and payment methods.
- Paid plans renew automatically each month or year until you cancel.
- An upgrade starts straight away, and you pay the difference for the rest of the billing period. A downgrade starts at your next renewal.
- Discounts and sale prices last for the number of months or years stated with the offer. After that, your plan renews at the usual price.
- Only one discount applies to a plan at a time.
- Sale prices apply to new plans and upgrades bought while the sale is on, not to plans that were already running.
- A sale ends at the end of the last day shown, UTC.
- Plans for more than 450,000 unique visitors a month are agreed with us in writing.

## 4. Cancelling and refunds

- Cancel any time in Manage billing. If you cancel at the end of the period you’ve paid for, your plan keeps running until that date and your workspace then moves to Free.
- If you cancel at once, your plan ends straight away and your workspace moves to Free. Either way, we don’t refund unused time.
- Changed your mind? Within 14 days of your first plan payment, email contact@cuttl.io for a refund. A monthly plan is refunded in full. So is a yearly plan that has used no more than one month’s unique visitors. If a yearly plan has used more, we refund the price less what you’ve used, charged at the monthly price, and less the payment provider’s fees on that payment and on the refund. On a plan for one product, only that product’s unique visitors count toward what’s used. Tax is refunded in the same share. This applies once per customer.
- After a refund, the plan ends at once and your workspace moves to Free. Nothing is deleted for 90 days, so if you pick a plan again in that time, your data is all there.
- Bought the same plan twice? If a second plan is bought by mistake for the same workspace, we cancel it and refund it in full automatically.
- Not refundable: renewals, any payment after the first, and top-ups. A top-up is a one-off purchase of extra unique visitors for the rest of the month, or of the plan year on a yearly plan.
- This doesn’t affect any rights you have under the law where you live.

## 5. Your data and your visitors

- What Cuttl collects on your site belongs to you. We use it only to run Cuttl for you, and we never sell it or use it for advertising.
- You’re responsible for telling your visitors about Cuttl in your own privacy policy, and for asking for their consent where the law requires it. Cuttl has consent settings to help with this.
- Cuttl never stores your visitors’ IP addresses. Text typed into forms is masked by default.
- How long data is kept depends on your plan: recordings and heatmap detail for 7 days on Free, 45 days on Pro and 90 days on Max; reports and numbers for the last 90 days, 1 year or 3 years. You can set a shorter period.
- You can erase a visitor’s data or delete a site at any time. To close your account, email contact@cuttl.io and we delete your workspace’s data.
- We keep backups of all data for 7 days, and deleted data leaves our backups within 7 days. On Pro and Max, we can restore data deleted by mistake within those 7 days. Restores aren’t offered on Free.
- Our privacy policy covers the data we collect about you when you use cuttl.io.

## 6. Confidentiality

- We treat your workspace data as confidential. Our team accesses it only to run, support or secure Cuttl, or when the law requires it.
- If we share information with you that isn’t public, such as features before launch, please keep it confidential.

## 7. Acceptable use

Don’t use Cuttl to:

- collect passwords, payment card numbers, health details or other sensitive personal data;
- record people on sites you don’t own or manage;
- send fake traffic, overload the service, or try to get around plan limits;
- break the law, or test or break into Cuttl’s security without our written permission.

We may pause or close a workspace that breaks these rules. If we can, we’ll tell you first and give you time to fix it.

Fair use. Plans count real unique visitors. If a site sends a lot of traffic from bots or scripts that our filters miss, or from screens that stay on all day, such as kiosks, we’ll get in touch to agree what to do. We won’t cut off your plan without talking to you first. There’s no limit on how many sessions of a counted visitor we record.

## 8. Intellectual property

- Cuttl, including its software, design and documentation, belongs to us. These terms let you use it while your workspace is open. They don’t transfer any ownership to you.
- You keep ownership of your sites and the data Cuttl collects on them. You allow us to host and process that data to run Cuttl for you.
- If you send us ideas or feedback, we can use them without owing you anything.

## 9. Availability and changes to Cuttl

- We work to keep Cuttl running and your data safe, but we can’t promise it will always be available or free of errors.
- We improve Cuttl often. If we remove a main feature of a paid plan, we tell you first.

## 10. Liability

- Cuttl is provided “as is”. As far as the law allows, we aren’t liable for indirect losses, such as lost profits or lost sales.
- Our total liability to you is limited to what you paid us in the 12 months before the claim.

## 11. Indemnity

- You agree to indemnify us against claims made because of how you used Cuttl, for example recording visitors without the notice or consent the law requires, or breaking the acceptable use rules. This means you’ll cover our reasonable costs and losses from those claims.

## 12. Ending these terms

- You can stop using Cuttl and close your workspace at any time.
- We can end these terms if you seriously break them. If we end them for any other reason, we refund any paid time you haven’t used.

## 13. Changes to these terms

If we change these terms, we update the date at the top of this page. If a change matters to paid customers, we email them at least 30 days before it applies.

## 14. Governing law

These terms are governed by the laws of India.

## Contact

contact@cuttl.io