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Terms of Service

Version dated October 14, 2026

1) Scope and contact

Pomelo Analytics (“Pomelo”) is an audience measurement service published and operated from France by Fahed Toumi, SIRET 53791846800027, at 94 RUE DU MONT CENIS, 75018 PARIS 18, France. The service is available to both businesses and individuals. These terms govern access to and use of the service by users and the individuals or organisations they represent (“you”).

For questions about the service or these terms: support@pomeloanalytics.com. For personal data matters: privacy@pomeloanalytics.com.

The Privacy Policy explains data processing. These terms do not replace a Data Processing Agreement (DPA) or the specific terms of an accepted subscription. Subscription terms set out the commitments for the relevant offer; the DPA governs processing carried out on your behalf.

2) Waiting list and service access

New access requests go through a waiting list. Joining is free and does not create a paid subscription, an entitlement to an invitation or a commitment to an opening date. Existing authorised users and invited users may access the service according to their permissions. Beta features may change and experience interruptions.

When these terms are presented for acceptance, you must be able to read and retain them before committing. Publishing them does not, by itself, amend an existing contract. If you act for an organisation, you must have authority to bind it.

3) Accounts, workspaces and sites

You provide accurate information, protect your authentication credentials and promptly report suspected unauthorised access. Each user uses their own account. You manage your workspace invitations and member permissions, including when someone leaves.

A workspace groups sites, members and a plan. Quotas and subscriptions apply at workspace level. You may install Pomelo only on sites you operate or have permission to instrument.

“Client” groups organise sites within a workspace. They do not create separate workspaces, quotas, billing or independent access for your clients. Managing these groups requires Pro; existing groups remain visible after a downgrade. Check member permissions before grouping sites belonging to different organisations.

4) Installation and permitted use

You use Pomelo to measure and understand your sites’ audiences within your plan and the documentation. You are responsible for installation, domain selection, submitted events and configuration appropriate to your use.

You agree to:

  • inform visitors about processing, determine its lawful basis and obtain consent where required;
  • configure URLs, events and properties to avoid sending names, email addresses, form contents, sensitive data, secrets or directly identifying information;
  • respect objections and the documented privacy controls;
  • avoid attempts to reidentify visitors, track them across sites, bypass access controls or quotas, or disrupt the service.

Strict is the baseline mode for minimal audience measurement without analytics cookies or persistent identifiers. Extended provides enhancements enabled through explicit configuration. A paid plan does not, by itself, activate Extended. Check your site’s effective configuration and the features you use: compliance also depends on your context and other installed tools. Pomelo does not provide a general guarantee of exemption from consent or approval by an authority.

5) Plans, limits and payments

Features, site, user and event quotas, accessible history, exports and API access depend on the plan presented in your workspace. Technical limits may prevent a new operation or restrict a query. The history accessible under a plan is distinct from the technical retention periods described in the Privacy Policy.

A paid subscription requires an available offer and your agreement to its price, applicable taxes, billing period, renewal and cancellation terms, presented before ordering. Joining the waiting list or simply selecting a plan does not constitute payment. Where payment is offered through Polar, the information and terms presented during ordering describe its involvement.

For consumers, the total price including taxes, duration, renewal and cancellation arrangements, statutory guarantees and the conditions, deadlines and methods for exercising the right of withdrawal must be provided before ordering. A service contract concluded at a distance generally carries a fourteen-day withdrawal period from its conclusion. Starting the service early requires your express request; accepting these terms or accessing the service does not automatically waive that right. The applicable withdrawal conditions and form must be provided with the offer.

During the current preview, event or user overages may be displayed but are not billed automatically. Any change to this rule will be announced before it takes effect and will require any necessary agreement; displaying an overage does not authorise a retroactive charge.

6) Your data and rights in the service

You retain the rights you hold in submitted data and content. You authorise Pomelo to process them only as necessary to provide, support and secure the service and comply with legal obligations, according to the roles and purposes described in the Privacy Policy and the instructions applicable to audience data.

Pomelo does not resell your data or share it with third parties for their commercial or advertising use. Providers necessary to operate the service may process certain data for documented purposes, including hosting and transactional emails through AWS, or payments through Polar when used. Their involvement does not authorise commercial reuse of audience data.

Pomelo software, interfaces, trademarks and documentation remain protected by their holders’ rights. Access allows you to use them for the permitted purposes of the service. It does not transfer ownership; licences applicable to distributed components remain effective.

7) Privacy and security

Audience data is hosted in the European Union. Providers, possible transfers, retention periods and procedures for exercising rights are described in the Privacy Policy. European hosting does not mean that providers can never access data when performing their duties.

For your sites’ audience data, you determine the purposes of processing and Pomelo acts on your behalf; this relationship must be governed by a DPA meeting Article 28 GDPR requirements. Roles for account data and service management are explained in the Privacy Policy. These terms do not, on their own, constitute that DPA.

Pomelo implements appropriate security measures and addresses incidents brought to its attention. You must also protect accounts, limit access and avoid sending unnecessary data. Each party’s applicable information, assistance and personal data breach notification obligations continue to apply.

8) Suspension, ending access and data

Pomelo may restrict or suspend access in response to a security risk, unlawful use, a material breach of these terms or non-payment of an amount actually due. Any measure must be proportionate. Except in emergencies or where prohibited by law, Pomelo provides the reason and an opportunity to remedy the situation before permanent closure.

You may ask support to close your account or workspace. Subscription cancellation follows the procedure and effective date of the accepted offer; account deletion and subscription cancellation are separate actions that must be confirmed.

Before closure, use the exports available under your plan or contact support to arrange data return and establish applicable deadlines. Statutory rights of access, portability and switching services are not limited by plan features. Remove the script from your sites when you stop using Pomelo.

Deactivating a site does not immediately erase its entire history. Data return and deletion follow applicable instructions, the DPA, the Privacy Policy and legal retention obligations. Where Pomelo initiates closure, it must allow prior data retrieval unless there is a justified reason this is impossible.

9) Availability and liability

Pomelo works to maintain service availability, security and reliability. Collection and reports may be affected by configuration, browser blocking, interruptions or processing delays. Statistics do not guarantee a complete count of visits or a particular business outcome.

Each party is responsible for breaches attributable to it under applicable law. The service’s beta status does not remove Pomelo’s legal obligations. These terms contain no general exclusion of liability or waiver of mandatory rights.

10) Changes to these terms

The version and date appear at the top of this page. Material changes are communicated before taking effect, with notice appropriate to their impact, except where urgent legal or security reasons require otherwise. Your agreement will be requested where necessary. Changes do not apply retroactively to accrued rights; you may request termination under the applicable conditions.

11) Applicable law and complaints

These terms are governed by French law, subject to applicable mandatory provisions, including consumer protections in your country of residence within the European Union. Applicable statutory guarantees, withdrawal rights, remedies and mediation rights remain unaffected.

Send complaints to support@pomeloanalytics.com so that an amicable solution can be sought. This does not prevent recourse to a competent authority or courts determined by applicable rules. Personal data complaints may also be directed to the CNIL or the competent supervisory authority.