Terms of Service

These terms apply to the hosted Replayowl service at app.replayowl.com (the "Service"), operated by the Replayowl team ("Replayowl", "we", "us"). By creating an account or using the Service you agree to them. If you use the Service on behalf of a company or other organization, you agree on its behalf and confirm you are allowed to do so.

The open source Replayowl software that you download and run yourself is licensed under AGPL-3.0 and is not covered by these terms. Nothing here limits the rights that license gives you.

1. Your account

• You sign in with a Google or GitHub account. You must be at least 16 years old and able to enter a binding contract.
• You are responsible for everything done through your account and your organizations, including by members you invite, and for keeping your sign-in provider account secure.
• Each project has an ingest key that is placed in your website's code. Anyone who copies the snippet can send sessions to that project, which count toward your allowance.
• Tell us at support@replayowl.com if you believe your account has been used without permission.

2. Plans and billing

• The Free plan costs nothing. Pro and Business are paid subscriptions billed monthly or yearly in advance, at the prices on the pricing page when you subscribe. Prices are in US dollars and exclude tax.
• Payments are processed by Creem, our merchant of record. Creem is the seller of record for your purchase, collects VAT or sales tax where it applies, and its own terms apply to the payment. We never receive your card details.
• Subscriptions renew automatically at the end of each billing period until cancelled. Organization owners can cancel at any time in the billing portal; the paid plan stays active until the end of the period already paid for and then returns to Free.
• When you change plans, the difference is prorated by Creem.
• If a payment fails, the paid plan stays while Creem retries the payment. If the subscription ends unpaid, the organization returns to the Free plan and its limits.
• We may change prices. A new price applies to an existing subscription only from the next renewal after we have told you by email at least 30 days in advance.

3. Refunds

• If you are not satisfied, you can ask for a full refund of the first payment of a new paid subscription within 14 days of that payment. Email support@replayowl.com from the address of the organization's owner and name the organization.
• Renewal payments and charges for upgrades are not refunded, except where the law requires it or where the Service was unavailable for a significant part of the period because of a fault on our side.
• Approved refunds are paid back through Creem to the original payment method. After a refund the organization returns to the Free plan.
• Nothing in this section limits rights you have under consumer protection law in your country.

4. Limits

Each plan has a monthly allowance of new sessions, a retention period, and a number of projects and team members, as listed on the pricing page. When the monthly allowance is used up, sessions already being recorded finish and new sessions are not recorded until the next calendar month (UTC) or until you upgrade. Recordings are deleted automatically when they are older than the retention period of the organization's current plan.

5. Your data and your visitors' data

• You keep all rights to the recordings and other content you send to the Service. You give us permission to store, process and display that content only as needed to provide the Service to you.
• For recordings of your visitors, you are the controller and we process them on your behalf, as described in our Privacy Policy. If you need a data processing agreement, email us.
• You are responsible for recording lawfully: giving your visitors the notices required where you operate, getting consent where it is required, and naming Replayowl as a processor in your privacy notice.
• The recorder masks text inputs, email addresses and long digit runs by default. You must not unmask or deliberately record passwords, payment card data, government ID numbers, health data or other sensitive personal data.
• If a project records into your own bucket, you are responsible for that bucket, its access keys and its availability. We are not responsible for data lost or exposed in storage you control.

6. Acceptable use

You must not use the Service to:

• record websites or apps you do not own or have permission to record;
• record in breach of applicable privacy, surveillance or consumer protection law, or to track specific individuals in a way they would not reasonably expect;
• record services directed at children under 16;
• upload malware or unlawful content, or use the Service to harm others;
• probe, overload or disrupt the Service, get around its limits or access controls, or access data of other customers.

Security research is welcome when reported privately through GitHub security advisories and done without accessing other customers' data or degrading the Service.

7. Suspension and closing an account

• You can stop using the Service at any time. Deleting a project removes its recordings. To close your account entirely, email support@replayowl.com.
• We may suspend or close an account that breaks these terms, puts the Service or other customers at risk, or is required to be closed by law. Where we reasonably can, we will tell you first and give you a chance to fix the problem.
• If we decide to stop offering the Service, we will give at least 30 days' notice and refund any prepaid amount for the time after it stops. Because the software is open source, you can keep running it yourself.
• When an account or organization is closed, we delete its projects and recordings from our storage within 30 days, except records we must keep by law, such as billing records.

8. Changes to the Service

We keep improving the Service and may add, change or remove features. We will not remove a core feature of a paid plan during a period you have already paid for without offering a prorated refund.

9. Disclaimer

We work to keep the Service available and your data safe, but the Service is provided "as is" and "as available". To the extent the law allows, we make no warranties, express or implied, including of merchantability, fitness for a particular purpose and non-infringement, and we do not promise that the Service will be uninterrupted or error-free. Session replay is a tool to understand behavior; it is not a backup of your website or its data.

10. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, and each party's total liability arising from these terms or the Service is limited to the greater of the amounts you paid us in the 12 months before the claim and 100 US dollars. These limits do not apply to your payment obligations, to a breach of section 6, or to liability that cannot be limited by law.

11. Indemnity

You will defend and indemnify Replayowl against claims by third parties, including your visitors, arising from the content you record or from your use of the Service in breach of these terms or the law.

12. Governing law

These terms are governed by the laws of the State of Delaware, United States, without regard to its conflict of law rules. Disputes will be resolved in the state or federal courts located in Delaware, and both parties consent to their jurisdiction. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live.

13. Changes to these terms

We may update these terms. The date at the top shows the latest version. For material changes we will email organization owners at least 30 days before they take effect; continuing to use the Service after that means you accept them. If you do not agree, you can cancel before the change takes effect.

14. Contact

For support, billing, refunds or questions about these terms, email support@replayowl.com.