Terms of Service

The service and the parties

The userexplorer.com service is provided by the administrator of the userexplorer.com service ("we"). The customer is the person or organisation that creates an account ("you"). The service provides session replay, heatmaps, funnels, form analytics, user profiles, surveys, AI user interviews and AI analysis of recorded behavior.

You must be at least 18 years old and use the service for business purposes. If you accept these terms for an organisation, you confirm you may bind it.

Subscriptions and billing

• All plans are subscriptions billed monthly or yearly in advance. Yearly billing is offered at a discount shown on the pricing page.
• Subscriptions renew automatically at the end of each period until cancelled.
• You may cancel at any time in the billing portal. Cancellation takes effect at the end of the paid period and you keep access until then.
• Upgrades to a higher plan or from monthly to yearly billing take effect immediately and the price difference for the rest of the period is charged at once.
• Downgrades take effect from the next billing period. We do not refund the difference to your card.
• Prices are shown before checkout. Taxes are added where the law requires.

No free plan and the one time demo

There is no free plan. After signup each new account may use a one time demo limited to 500 sessions or 7 days, whichever comes first, without AI features. The demo cannot be renewed or repeated with new accounts.

Plan limits

• Each plan includes a number of recorded sessions and AI analyses per billing period, and other limits described on the pricing page.
• Limits count usage in the billing period. Deleting recordings, projects or other data does not free quota for the same period.
• When the session limit is reached, recording pauses until the next period or until you upgrade. We never charge extra for usage above the limit.
• AI features are available only on paid plans and within the AI limits of your plan.

Your responsibilities and acceptable use

You are the controller of the data you record about your users. You agree that you will:

• inform your users about recording in your own privacy notice and obtain consent where the law requires it, for example by connecting consent mode to your consent banner,
• not record special category data such as health, religion, sexual life, political opinions or biometric data, and not disable masking for fields that contain passwords, payment details or similar sensitive values,
• not use the service on websites or apps directed at children under 16 without a lawful basis,
• not use the service to break the law, infringe others' rights, send spam, probe or overload our systems, or reverse engineer the service,
• keep your account credentials secure and be responsible for actions taken in your account.

We may suspend an account that seriously or repeatedly breaks these rules, after notice where reasonable.

Data protection

We process personal data recorded on your sites as a processor under our Data Processing Agreement, which the account owner accepts in account settings. Our own processing of customer data is described in the Privacy Policy.

Availability and changes

We aim to keep the service available at all times, but maintenance and events outside our control may cause interruptions. Service level commitments apply only where an Enterprise plan includes an SLA. We may improve or change features, and we will not materially reduce the core features of a paid plan during a paid period.

Intellectual property

We own the service and its software. You own the data you record and the content you upload. You grant us the rights needed to host and process that data to provide the service to you.

Liability

The service is provided as is, to the extent the law allows. We are not liable for indirect or consequential losses, lost profits or lost data caused by your configuration. Our total liability for any claim is limited to the fees you paid for the service in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.

Ending the agreement

You may close your account at any time. After the end of your subscription and the retention period of your plan, recorded data is deleted. Where your plan includes exports, you can export your data before closing the account.

Governing law and changes to these terms

These terms are governed by the law applicable to the administrator of the service, without prejudice to mandatory consumer or data protection rules that apply to you. We may update these terms and will announce material changes by email before they take effect.

Contact

Questions about these terms can be sent to [email protected].