Privacy Policy

This policy explains how the Replayowl team ("Replayowl", "we", "us") handles personal data on this website, replayowl.com, and in the hosted service at app.replayowl.com (the "Service"). If you run the open source software on your own servers, recordings never reach us and this policy does not apply to them.

There are three groups of people whose data we handle, and our role is different for each:

• Visitors of this website. We decide how this data is used, so we are the controller.
• Customers, meaning people who sign in to the Service and the members of their organizations. We are the controller for account and billing data.
• Our customers' website visitors, whose sessions our customers record with the Service. The customer decides what is recorded and why, so the customer is the controller and we process the recordings only on their behalf. If you were recorded on someone else's website, please contact that website first; we will help them answer your request.

What we collect

On this website

This website uses Counterscale, a cookieless analytics tool that we run ourselves on Cloudflare at cs.replayowl.com. It records the page viewed, the referring site, the browser and device type and the approximate country derived from the request. It sets no cookies, does not build a profile of you and is not shared with advertisers. This website sets no cookies of its own.

When you use the Service

• Account data from Google or GitHub when you sign in: your account ID with that provider, your name, your verified email address if the provider shares it, and your profile picture URL. We never see your Google or GitHub password.
• Organization data: organization and project names, members and their roles, and invite links you create.
• Billing data: your plan, billing period and subscription status, and the customer and subscription IDs Creem gives us. Card details and billing addresses are handled by Creem, not by us.
• Storage settings: if a project records into your own bucket, its endpoint, bucket name and access key. The secret key is encrypted with AES-GCM before it is stored and is never shown again.
• Messages you send to support@replayowl.com.
• Technical data: like any web service, our hosting provider processes IP addresses and request details to deliver and protect the Service. Error logs may contain request details and are kept for a short period.

Recordings of our customers' visitors

When a customer adds the recorder to their website, it records the page structure and changes, mouse and touch movement, clicks, scrolling, viewport size, console errors, the user agent and device type, the URLs of pages visited, and a user ID if the customer provides one. Text inputs, email addresses and runs of 12 to 19 digits are masked in the visitor's browser before anything is sent, so the original text never reaches us. IP addresses are not stored with recordings. The full list is on the Security and privacy page.

How we use it

• To provide the Service: sign you in, show your organizations and projects, store and replay recordings, and enforce plan limits. This is necessary to perform our contract with you.
• To bill you through Creem and keep records required by tax and accounting law.
• To answer support requests and send you messages about your account, such as changes to these policies or to your subscription.
• To keep the Service secure and fix problems, which is our legitimate interest.
• To understand which pages of this website are read, in aggregate, which is our legitimate interest.

We do not sell personal data, do not use it for advertising, and do not use recordings for any purpose other than providing the Service to the customer who made them. We do not use customer data to train AI models.

Who we share it with

We use the following service providers. Each receives only what it needs to do its job.

• Cloudflare (United States and its global network): runs the website and the Service, delivers recordings, and provides analytics infrastructure.
• Yugabyte, on Amazon Web Services in the United States: our database, holding account, organization, billing status and session summary data.
• Alibaba Cloud Object Storage Service in Hong Kong: stores recordings for projects that do not use their own bucket. The bucket is private.
• Google and GitHub: sign-in, only for the provider you choose.
• Creem: payments, as our merchant of record.

We may also disclose data when the law requires it, to protect the rights and safety of our users or the Service, or to a successor if the Service is transferred, in which case this policy continues to apply.

International transfers

Our providers process data in the United States, Hong Kong and other countries where Cloudflare operates, which may be outside your own country. Where data protection law requires it, we rely on safeguards such as the European Commission's standard contractual clauses offered by these providers. If your recordings must stay in a particular region, use your own bucket on a paid plan, or self-host.

How long we keep it

• Recordings are deleted automatically after the retention period of the organization's plan: 30 days on Free, 90 days on Pro, 365 days on Business. Customers can delete sessions and projects earlier at any time.
• Account and organization data are kept while the account exists, and deleted within 30 days after the account is closed.
• Billing records are kept as long as tax and accounting law requires.
• Support emails are kept as long as needed to handle the request and for up to two years afterwards.

Cookies

The Service uses two strictly necessary cookies, both HttpOnly and SameSite=Lax: rs_session, which keeps you signed in for up to 30 days, and rs_oauth, which protects the sign-in flow and expires after 10 minutes. There are no advertising or tracking cookies. The recorder used by our customers stores a session ID in the visitor's browser session storage so a visit can continue across page loads.

Security

Data is sent over HTTPS. The storage bucket is private, and recordings are served only after the Service has checked that the signed-in person may see the project. Customer bucket secrets are encrypted, and access within an organization is controlled by roles. More details are on the Security and privacy page.

Your rights

Depending on where you live, including under the GDPR, UK GDPR and US state privacy laws such as the CCPA, you may have the right to access, correct, delete or export your personal data, to object to or restrict some processing, and to withdraw consent. You will not be treated differently for using these rights. To use them, email support@replayowl.com; we will reply within 30 days and may need to confirm your identity. You also have the right to complain to your local data protection authority.

Requests about recordings made on a customer's website are passed on to that customer, who decides on them.

Children

The Service is not intended for anyone under 16, and we do not knowingly collect their data. Customers may not use it on services directed at children.

Changes to this policy

We may update this policy. The date at the top shows the latest version. For material changes we will email organization owners before they take effect.

Contact

For any question about privacy or your data, email support@replayowl.com.