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Terms of Service

Last updated: 21.05.2026

Version: 1.0

Please read these Terms of Service carefully. They set out the rights and obligations that apply when you access or use the MentionLab service. Specific rights apply to you if you are a consumer — see Section 12.


1. Who we are and what these Terms cover

These Terms of Service (the "Terms") govern your access to and use of the MentionLab software-as-a-service platform, websites, APIs, and related services (together, the "Service"), operated by MentionLab SRL, a company incorporated under Belgian law, with registered office at Rue Blanche-Eau 15, 6950 Nassogne, Belgium, registered with the Crossroads Bank for Enterprises (BCE/KBO) and VAT-registered under number BE 1030.919.265 ("MentionLab", "we", "us", or "our").

By creating an account, placing an order, accessing, or otherwise using the Service, you ("Customer", "you", or "your") agree to be bound by these Terms. If you do not agree, you may not use the Service.

The Service is available both to businesses and to consumers:

  • A "Business" is any natural or legal person acting for purposes relating to its trade, business, craft, or profession.
  • A "Consumer" is any natural person acting for purposes outside their trade, business, craft, or profession.

Some provisions apply differently, or only, to Consumers. Section 12 (Provisions for Consumers) sets out additional mandatory rights that apply to you if you are a Consumer and that prevail over any conflicting provision in these Terms.

If you accept these Terms on behalf of a company or other legal entity, you represent that you are authorised to bind that entity, and "you" refers to that entity. You must be at least 18 years old and have legal capacity to enter into a contract.

Order of precedence. If you have signed a separate written agreement with us — such as a Master Services Agreement, Order Form, subscription agreement, or Data Processing Agreement — that signed agreement prevails over these Terms to the extent of any conflict. Otherwise, these Terms, together with any order you place and any policy referenced here (including our Privacy Policy), form the entire agreement between you and us regarding the Service.


2. Definitions

  • "Account" means the account you create to access the Service.
  • "Authorized Users" means the individuals you permit to use the Service under your Account.
  • "Customer Data" means data, content, queries, brand names, keywords, configurations, and other materials that you or your Authorized Users submit to or input into the Service.
  • "Output" means the analyses, metrics, scores, reports, visualisations, and other results generated by the Service, including results derived from third-party AI models.
  • "Subscription" means a paid plan giving access to the Service for a defined period.
  • "Subscription Term" means the period for which a Subscription is purchased, including any renewal.
  • "Documentation" means the usage guides, specifications, and policies we make available for the Service.


3. Description of the Service

MentionLab is a SaaS platform for AI visibility and listening. It enables users to monitor, measure, analyse, and interpret how brands, entities, and topics appear in, and are represented by, AI-generated content, large language models (LLMs), and related AI search and assistant systems. Depending on your plan, the Service may include features such as brand and entity visibility tracking, share-of-voice and ranking analysis, sentiment analysis, competitor benchmarking, citation and source tracking, query and fan-out analysis, shopping/product visibility analytics, tagging, and reporting and alerting.

Access to specific features, data volumes, query limits, models covered, and refresh frequencies depends on your plan, your user role, and your permissions. We may add, change, or remove features and access levels over time, as described in Section 17.


4. Accounts and security

To use the Service you must register an Account. You agree to:

  • provide accurate, current, and complete registration and billing information, and keep it up to date;
  • keep your credentials confidential and not share them except with Authorized Users;
  • ensure that all Authorized Users comply with these Terms; and
  • notify us promptly at security@mentionlab.io if you become aware of any unauthorised access to or use of your Account.

You are responsible for activity that occurs under your Account and credentials, except to the extent caused by our breach of these Terms or our security failures.


5. Authorized use and restrictions

Subject to these Terms and payment of applicable fees, we grant you a non-exclusive, non-transferable, non-sublicensable right to access and use the Service for your own purposes during the Subscription Term.

You agree that you will not, and will not permit any Authorized User or third party to:

  • access or use the Service except as permitted by these Terms and the Documentation;
  • resell, sublicense, rent, or otherwise make the Service available to third parties, except as expressly permitted by your plan (for example, agency plans that allow client reporting);
  • extract, scrape, or harvest data from the Service at a scale or in a manner outside the documented and intended use, or circumvent usage limits, rate limits, or technical protections;
  • use the Service, or any Output, to build, train, or improve a competing product or service;
  • copy, modify, translate, decompile, or reverse-engineer the Service, except to the extent this restriction is prohibited by mandatory law;
  • use the Service in violation of applicable law, including data-protection, intellectual-property, and export-control laws, or to infringe the rights of others;
  • upload or transmit malicious code, or interfere with or disrupt the integrity, security, or performance of the Service; or
  • use the Service to monitor or profile individuals unlawfully.

If you breach these use restrictions, we may suspend or terminate your access as described in Section 16.


6. AI-generated Output and its limitations

You acknowledge and agree that:

  • the Service relies on automated systems and on third-party AI models and data sources that we do not control;
  • Output is probabilistic, context-dependent, and may vary over time, even for identical inputs, and may be incomplete, inaccurate, or out of date;
  • You are responsible for any decisions you make, or actions you take, based on the Output.

We make commercially reasonable efforts to provide useful and reliable analytics, but, except as required by mandatory law (including the conformity guarantee owed to Consumers under Section 12), we do not warrant the accuracy, completeness, currency, or consistency of any Output. The behaviour, availability, and terms of third-party AI models may change at any time, which may affect the Service.


7. Third-party services and data sources

The Service integrates with, and draws data from, third-party platforms, AI models, search systems, and data providers. Your use of those third-party services may be subject to their own terms. We are not responsible for third-party services or for changes to their availability, functionality, or terms, and we do not control content originating from third-party AI models that is reflected in the Output.


8. Fees, billing, and taxes

Fees. Access to paid features requires a Subscription. Fees, billing frequency, and plan limits are those set out on our pricing page or in your Order Form at the time of purchase. Unless stated otherwise, Subscriptions are billed in advance for the Subscription Term.

Prices and VAT. For Consumers, prices are shown inclusive of applicable VAT. For Businesses, fees are stated exclusive of VAT, which is added where applicable; for business customers established in another EU Member State who provide a valid VAT identification number, the VAT reverse-charge mechanism may apply.

Payment. You will provide valid, complete billing details and authorise us (or our payment processor) to charge the applicable fees. If a payment fails, we may issue an invoice payable within the period stated on it, and we may suspend the Service for non-payment in accordance with Section 16.

Late payment (Business customers). Without prejudice to our other rights, overdue amounts owed by Business customers may bear interest and give rise to compensation as permitted by the Belgian Act of 2 August 2002 on combating late payment in commercial transactions.

Fee changes. We may change our fees. We will give reasonable prior notice of any increase affecting your Subscription (at least 30 days before the start of the relevant renewal period). A fee change takes effect at the start of your next renewal period. If you do not agree, you may cancel renewal as described in Section 9.

Refunds. Except where required by mandatory law (including a Consumer's right of withdrawal under Section 12), fees already paid are non-refundable. We may, at our discretion, consider individual refund requests.


9. Term, renewal, and cancellation

Your Subscription begins on the start date of your plan or Order Form and continues for the Subscription Term. Unless stated otherwise in your Order Form, an active Subscription renews automatically for successive periods equal to the then-current billing period.

You may cancel renewal at any time, through your Account settings or by contacting us at sales@mentionlab.io. Cancellation takes effect at the end of the current billing period: you keep access until then, you are not charged for the following period, and you are not entitled to a refund of fees already paid for the current period.

This ordinary cancellation is separate from the statutory right of withdrawal that applies to Consumers in the first 14 days, described in Section 12.1. Cancelling a Subscription is not the same as exercising that withdrawal right, and outside the cases where mandatory law requires a refund, no refund is due on cancellation.

Either party may decline to renew by giving notice before the end of the then-current period.


10. Free trials and beta features

We may offer free trials or evaluation access, which may be modified or discontinued at any time. We may also offer features identified as beta, preview, or experimental; these are provided for evaluation, may be changed or withdrawn, and are excluded from any service-level commitments and, to the extent permitted by law, from warranties. Nothing in this Section affects a Consumer's mandatory rights.


11. Customer Data and data protection

Ownership. As between you and us, you retain all rights in your Customer Data. We do not claim ownership of it.

Licence to us. You grant us a worldwide, non-exclusive licence to host, copy, process, transmit, and display Customer Data to the extent necessary to provide, maintain, secure, and improve the Service and to comply with law. You represent that you have the rights and, where required, the legal basis to submit Customer Data and to grant this licence.

Aggregated and anonymised data. We may generate and use aggregated and de-identified data derived from use of the Service (data that does not identify you, any individual, or your Customer Data) to operate, analyse, and improve the Service and our offerings.

Data protection (GDPR). Each party will comply with applicable data-protection law, including Regulation (EU) 2016/679 (GDPR) and the Belgian Act of 30 July 2018. Our Privacy Policy at https://www.mentionlab.io/privacy describes how we process personal data as a controller. 


12. Provisions for Consumers

This Section applies in addition to the rest of these Terms if you are a Consumer. Where it conflicts with another provision, this Section and your mandatory legal rights prevail. Nothing in these Terms limits the rights you have under the Belgian Code of Economic Law and other mandatory consumer-protection law.

12.1 Right of withdrawal (14 days)

If you contract with us at a distance (for example, online), you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract is concluded.

To exercise this right, you must inform us of your decision by an unambiguous statement, sent to support@mentionlab.io or to MentionLab SRL, Rue Blanche-Eau 15, 6950 Nassogne, Belgium. To meet the deadline, it is enough that you send your communication before the period expires.

Effects of withdrawal. If you withdraw in time, we will reimburse all payments received from you without undue delay and no later than 14 days after we are informed of your decision, using the same means of payment you used, unless you expressly agree otherwise.

Starting the Service during the withdrawal period. The Service is supplied as an ongoing digital service. When you subscribe, you expressly request that we begin providing the Service immediately, during the 14-day withdrawal period. If you then withdraw before the period ends, you must pay an amount proportionate to the part of the Service already provided up to the moment you tell us you are withdrawing, calculated on the basis of the total contract price; we refund the remainder. Where the Service has been fully performed during the withdrawal period at your express prior request and with your acknowledgment that you would thereby lose your right of withdrawal, the right of withdrawal no longer applies. Any one-off digital content that you choose to download (for example, an exported report) may be excluded from the right of withdrawal once delivery has begun with your prior express consent and acknowledgment.

Renewals. Your right of withdrawal arises once, when the subscription is first concluded. The automatic renewal of an active Subscription does not give rise to a new right of withdrawal, provided we have informed you clearly that the Subscription is or becomes chargeable and of the price.

Relationship to cancellation. This 14-day withdrawal right is distinct from ordinary cancellation under Section 9. After the 14-day period, cancellation is governed solely by Section 9 (no refund; access until the end of the current billing period). The pro-rata refund described here applies only when a Consumer formally exercises the statutory right of withdrawal within the first 14 days.

12.2 Legal guarantee of conformity

We must supply the Service and any digital content in conformity with the contract. As a Consumer, you benefit from the legal guarantee of conformity for digital content and digital services under the Belgian Code of Economic Law. Where the Service is supplied continuously over the Subscription Term, we are responsible for any lack of conformity that occurs or becomes apparent during that period. These rights are free of charge and are not affected by the "as is" disclaimers in Section 18.

12.3 Liability towards Consumers

Nothing in these Terms (including Sections 18 and 19) excludes or limits our liability towards you as a Consumer where this is not permitted by mandatory law, including liability for our own intentional fault or gross negligence, under the legal guarantee of conformity.

12.4 Out-of-court dispute resolution

If you have a complaint, please contact us first at support@mentionlab.io so we can try to resolve it. If we cannot resolve it, you may, as a Consumer, refer the dispute to the Belgian Consumer Mediation Service (Service de médiation pour le consommateur / Consumentenombudsdienst), Boulevard du Roi Albert II 8, 1000 Brussels — https://mediationconsommateur.be — or to any other competent out-of-court dispute-resolution body. This does not affect your right to bring proceedings before the courts.


13. Intellectual property and Feedback

The Service, including all software, models we develop, designs, text, graphics, documentation, and all related intellectual-property rights, is and remains the exclusive property of MentionLab and its licensors. Except for the limited rights expressly granted in these Terms, no rights are transferred to you. Our names, logos, and trademarks may not be used without our prior written consent.

Output. Subject to your compliance with these Terms and payment of applicable fees, you may use the Output you generate through the Service for your own purposes. This does not transfer ownership of the underlying Service, models, or any third-party rights.

Feedback. If you provide suggestions or feedback about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use and incorporate it into the Service without restriction.


14. Confidentiality

Each party may receive non-public information of the other that is marked or reasonably understood to be confidential ("Confidential Information"). The receiving party will use Confidential Information only to perform under these Terms and will protect it with at least reasonable care. This does not apply to information that is or becomes public without breach, was already known, is independently developed, or is rightfully received from a third party, and does not prevent disclosure required by law (with notice where lawful).


15. Availability and maintenance

We aim to make the Service available with high reliability but, except as required by mandatory law, do not guarantee uninterrupted or error-free access. We may perform scheduled or emergency maintenance, and may temporarily suspend or limit access for technical, security, or legal reasons.


16. Suspension and termination

Termination by you. You may stop using the Service at any time and cancel renewal as described in Section 9.

Suspension. We may suspend your access, in whole or in part, where (a) you are in material breach of these Terms (including the use restrictions in Section 5) or fail to pay amounts when due, (b) your use poses a security, legal, or operational risk to the Service or others, or (c) we are required to do so by law. Where practicable and lawful, we will give you prior notice and an opportunity to remedy the issue, and we will limit the suspension to what is reasonably necessary.

Termination for cause. Either party may terminate these Terms or the relevant Subscription if the other party commits a material breach that is not remedied within 30 days of written notice, or immediately if the other party becomes insolvent or ceases to do business.

Effect of termination. On termination, your right to use the Service ends. For 30 days after termination, you may request an export of your Customer Data in a commonly used format; after that period we may delete Customer Data in accordance with our retention practices, unless retention is required by law. Provisions that by their nature should survive termination (including Sections 11, 12, 13, 14, 18, 19, and 21) will survive.


17. Changes to the Service and to these Terms

Changes to the Service. We may update, improve, or modify the Service. We will not make changes that materially degrade the core functionality of a paid Subscription during its then-current term without reasonable notice; if such a change has a material adverse effect on you, you may terminate the affected Subscription and receive a pro-rata refund of prepaid fees for the unused period.

Changes to these Terms. We may amend these Terms, for example to reflect changes in the Service, in our business, or in applicable law. We will give reasonable prior notice of material changes (at least 30 days) by email or in-product notice. If you do not agree to a material change, you may terminate the affected Subscription before the change takes effect and receive a pro-rata refund of prepaid fees for the unused period; the change will not apply to you before it takes effect. Continued use of the Service after a change takes effect constitutes acceptance of the amended Terms. For Consumers, changes that affect your rights will not be imposed retroactively, and your mandatory rights are unaffected.


18. Warranties and disclaimers

We will provide the Service with reasonable care and skill. Except as expressly stated in these Terms, and to the maximum extent permitted by applicable law, the Service and the Output are provided "as is" and "as available", and we disclaim all other warranties, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that Output will meet your requirements or achieve any particular result.

Nothing in this Section excludes or limits any warranty or right that cannot be excluded or limited under mandatory Belgian law, and it does not affect the legal guarantee of conformity owed to Consumers under Section 12.


19. Limitation of liability

Nothing in these Terms limits or excludes either party's liability for: (a) fraud or fraudulent misrepresentation; (b) intentional fault or gross negligence ; (c) death or personal injury caused by negligence; or (d) any other liability that cannot be limited or excluded under mandatory Belgian law (including, for Consumers, the rights described in Section 12).

Subject to the paragraph above, and to the maximum extent permitted by applicable law:

  • neither party is liable for indirect or consequential loss, including loss of profits, revenue, goodwill, business, or anticipated savings, or loss of or damage to data, however arising; and
  • each party's total aggregate liability arising out of or in connection with these Terms and the Service, whether in contract, tort (including negligence), or otherwise, is limited to the total fees paid or payable by you for the Service in the twelve (12) months preceding the event giving rise to the claim.

The limitations in this Section apply to Consumers only to the extent permitted by mandatory law; they do not reduce a Consumer's statutory rights.


20. Indemnification (Business customers)

If you are a Business, you will defend and indemnify MentionLab against third-party claims, and reasonable resulting costs and damages, arising from (a) your Customer Data, (b) your use of the Service in breach of these Terms or applicable law, or (c) your infringement of a third party's rights, except to the extent the claim results from our breach of these Terms or our negligence. This indemnity is subject to the limitations in Section 19 to the extent permitted by law. This Section does not apply to Consumers.


21. Governing law and jurisdiction

These Terms, and any dispute arising out of or in connection with them or the Service, are governed by Belgian law, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods.

The parties will first attempt to resolve any dispute amicably. Failing resolution, the courts of the judicial district of Luxembourg (Belgium), where our registered office is located, have jurisdiction.

If you are a Consumer, this choice of law and jurisdiction does not deprive you of the protection of mandatory provisions of the law of your country of residence, and you may bring or defend proceedings before the courts that mandatory law makes available to you, including the courts of your place of residence.


22. General

Force majeure. Neither party is liable for failure or delay caused by events beyond its reasonable control.

Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets, on notice to you; for Consumers, any assignment will not reduce your rights.

Notices. Legal notices to us should be sent to legal@mentionlab.io and to MentionLab SRL, Rue Blanche-Eau 15, 6950 Nassogne, Belgium. We may give notice to you by email or in-product notification.

Severability. If any provision is held invalid or unenforceable, it will be limited or interpreted to the minimum extent necessary so that the remaining provisions remain in full force. Where a provision is void under the Belgian rules on unfair contract terms, only that provision is affected, where the agreement can continue without it.

Waiver. A failure to enforce a provision is not a waiver of the right to enforce it later.

Language. These Terms are provided in English. Where we provide a translation and there is a conflict, the English version prevails, except where mandatory law requires otherwise.

Entire agreement. These Terms, together with the Privacy Policy, and any policy referenced here, constitute the entire agreement between the parties regarding the Service and supersede prior discussions.


23. Contact

MentionLab SRL

Rue Blanche-Eau 15, 6950 Nassogne, Belgium

VAT / enterprise number: BE 1030.919.265

Email: legal@mentionlab.io