Terms of Service

Last updated: September 2026

These terms are an agreement between you and HEXRATE LTD, a company registered in England and Wales (company number 16665404), with its registered office at 38 Princess Park Manor, Royal Drive, London, United Kingdom, N11 3FL (“Hexrate”, “we”, “us”). By creating an account or subscribing you agree to them.

1. The service

Hexrate is an Instagram analytics service: audience and engagement analytics for accounts you connect, competitor tracking, creator discovery, reports and related tools. We are not affiliated with or endorsed by Instagram or Meta. The data we show comes from publicly available sources and from accounts you connect; we do not guarantee its completeness or that Instagram will not change what is available.

2. Your account

You must provide a working email address: it is how we and our payment provider send you billing notices, receipts and renewal reminders. Keep your password safe; you are responsible for activity on your account. One account per email address.

3. Subscriptions and billing

• Plans are billed in advance and renew automatically each billing period until cancelled.
• You can cancel any time from your Billing page. Cancelling stops the renewal: you keep full access until the end of the period you paid for, and nothing is charged after that.
• Plan upgrades apply immediately and the prorated difference is charged to your card. Downgrades apply at the end of the current billing period.
• Each plan includes usage limits (such as the number of Instagram accounts, monthly look-ups, reports and tracked competitors). Most limits are shared by all the Instagram accounts on your subscription; saved lists belong to each account. The headline limits for each plan are shown on the plan selection page, and the full set inside the product. When you move to a smaller plan, anything over the new limits is paused rather than deleted (you choose what stays, see Section 6), and history older than the new plan’s retention window is removed.
• One subscription covers the number of Instagram accounts your plan includes, as shown on the plan selection page. You can add accounts up to that number at no extra charge, deactivate an account at any time, and activate another one in its place within your plan’s monthly allowance of account changes. To cover more accounts, move to a larger plan or contact us about a custom plan.
• Free trials, when offered, require a payment card. The chosen plan is charged automatically when the trial ends unless you cancel first; you will receive an email reminder before the charge.
• Payments are processed by Stripe. We never store your card details on our servers.
• We may change plan prices with at least 30 days notice by email; a price change applies from your next renewal after the notice period. We may change plan limits or features with at least 30 days notice by email, taking effect no earlier than the end of that notice period.

Refunds are governed by our Refund Policy.

4. Acceptable use

You agree to use Hexrate only for lawful purposes, and not to: resell or redistribute the service or its data without our written permission; probe, overload or attempt to bypass usage limits, security or billing controls; use the service to analyse accounts in ways that violate applicable law or the rights of others; or upload malicious content. We may suspend or terminate accounts that break these rules. If we terminate your subscription, we refund the part of the paid period we no longer deliver, unless the law permits us to retain it.

5. Content and intellectual property

The service, its software and design remain ours. Reports and exports you generate from your own data are yours to use. Instagram content shown in the product remains the property of its owners; the service displays it for analysis only.

6. Reports, share links and saved items

A few rules govern how the things you create behave over time, so there are no surprises:

• Shareable report links stay live until their own expiry date, even if you cancel. Cancelling your subscription does not break a link you have already shared with a client; each link runs to the expiry you set on it.
• Re-running a failed report does not use up your monthly allowance. If a report fails to generate, trying it again re-runs the same configuration without counting against your monthly report allowance. It does count toward the daily limit on report generation that protects the service from overload.
• Saved items and tracked competitors are paused, not deleted, when you move to a smaller plan. Anything over your new plan’s limits is paused rather than removed, and you choose which accounts, competitors and campaigns stay active. The one exception is an Instagram account that stays inactive, described in the next point.
• Inactive Instagram accounts are kept for your plan’s history window, then deleted. An Instagram account you deactivate, or one paused because your plan no longer includes it, keeps all its data for your plan’s history window, so you can activate it again. After that window it is deleted, together with its history, saved items, campaigns and reports. We email you at least seven days before, and an account is never deleted sooner than seven days after that email.
• History older than a plan’s retention window is removed on a downgrade, as described in Section 3, but what remains inside the window stays intact.

7. Availability and changes

We aim for high availability but the service is provided “as is” and depends on third parties (including Instagram data availability) that we do not control. We may improve or change features over time; if we discontinue a feature material to your plan, we will tell you in advance.

8. Liability

Nothing in these terms limits liability that cannot be limited by law. Our total liability to you in any 12-month period is limited to the amount you paid us in that period. We are not liable for indirect losses such as lost profits, and we are not responsible for failures caused by events outside our reasonable control. Business decisions you make based on analytics are your own.

9. Termination

You can stop using Hexrate and delete your account at any time. Deleting your account removes your data from the service (see the Privacy Policy for what we retain and why, including billing records we are legally required to keep).

10. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except where the law of your country of residence gives you mandatory consumer protections and venue.

11. Contact

HEXRATE LTD, 38 Princess Park Manor, Royal Drive, London, United Kingdom, N11 3FL. Email: [email protected]