Privacy policy

1. Introduction

Ask Users ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our feedback collection platform and services.

2. Information We Collect

2.1 Account Information

When you create an account, we collect:

• Email address (required for account creation and verification)
• Password (hashed and stored securely)
• Company name (optional)
• Account preferences and settings
• Subscription and billing information
• Authentication method (email/password or Google OAuth)

2.2 Feedback and Survey Data

Through our widgets and forms, we collect:

• Survey responses (text, multiple choice, ratings, rankings, reactions, dates, and other question types)
• Form submissions with various input types (email, phone, URL, number, etc.)
• User feedback responses (thumbs up/down, emoji reactions, text comments)
• Email addresses for waitlist signups and survey invitations
• Feature requests and votes
• Completion status and partial responses
• Field abandonment data (which questions users exit at)
• Response labels and categorization
• Context information (page URL, widget type, context ID, timestamp)
• Single-use invitation link tracking

2.3 Technical Data

We automatically collect:

• IP addresses and geolocation data (country/region)
• Browser type, version, and user agent
• Device information (type, operating system, screen dimensions)
• Session IDs for tracking widget interactions
• Usage analytics and metrics
• API usage logs and rate limiting data
• Error logs and crash reports (via Sentry)
• Performance monitoring data

2.4 Analytics and Tracking

We collect analytics data through:

• Google Analytics 4: We use Google Analytics to collect page views, user behavior patterns, and conversion tracking (with consent management via Consent Mode v2)
• Google Ads: We track conversion events (signup, plan selection, checkout, purchase, demo, trial) for marketing campaign optimization (requires analytics consent)
• SafeAnalytics (Internal): We capture privacy-safe, anonymized analytics events through our own platform to understand feature usage and performance (batched client-side, no PII collected)
• Sentry: We use Sentry for error tracking and performance monitoring, which collects error logs, stack traces, and crash reports to improve service reliability
• Cookies: Essential cookies for maintaining user sessions, remembering preferences, and preventing duplicate submissions
• Local Storage: Browser storage for authentication tokens, user preferences, consent settings, and analytics event batching

3. How We Use Your Information

3.1 Service Provision

• Provide and maintain our feedback collection and survey services
• Process and display feedback data in dashboards and analytics
• Generate widgets, QR codes, and embeddable forms
• Send email notifications, survey invitations, and updates
• Process webhook deliveries to your integrated services
• Provide API access for programmatic data retrieval
• Export data in CSV format
• Verify email addresses for account security
• Provide customer support

3.2 Analytics and Improvement

• Analyze usage patterns to improve our services
• Generate aggregated analytics and insights
• Monitor system performance and security
• Develop new features and functionality

3.3 Communication

• Send service-related notifications
• Respond to inquiries and support requests
• Send marketing communications (with consent)
• Notify about policy changes and updates

4. Data Sharing and Disclosure

4.1 Third-Party Services

We share data with trusted third-party services:

• Stripe: Payment processors for subscription billing and payment processing
• Email service providers: For sending notifications, invitations, and verification emails
• Google Analytics: Analytics platform for usage insights and behavior tracking
• Google Ads: Marketing platform for conversion tracking and campaign optimization
• Sentry: Error tracking and performance monitoring service
• ALTCHA: CAPTCHA service for spam prevention on signup and password reset forms
• Cloud hosting providers: For secure data storage and service infrastructure

4.2 Webhooks and Integrations

When you configure webhooks, we share response data with your chosen services:

• Your webhook endpoints: Survey and form responses are sent to URLs you configure (secured with HMAC signatures)
• Integration platforms: Data may be shared with services you connect via webhooks, including Slack, Google Sheets, Zapier, Mailchimp, Salesforce, Discord, Microsoft Teams, Notion, Trello, Airtable, HubSpot, and others
• Your responsibility: You control which services receive data through webhook configuration and are responsible for ensuring compliance with applicable privacy laws when sharing user data with third parties

4.3 Legal Requirements

We may disclose information when required to:

• Comply with legal obligations
• Protect our rights and property
• Prevent fraud or security threats
• Respond to lawful requests from authorities

4.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of the transaction.

5. Data Security

We implement appropriate security measures including:

• Encryption in transit and at rest
• Regular security audits and monitoring
• Access controls and authentication
• Secure development practices

6. Data Retention

We retain data as follows:

• Account data: Until account deletion or as required by law
• Survey and feedback data: As long as the associated account is active; deleted upon account deletion
• Analytics data: Up to 26 months for trend analysis and service improvement
• Billing data: As required for tax and legal purposes (typically 7 years)
• Consent records: Up to 3 years for compliance and audit purposes
• Error logs: Up to 90 days for debugging and service improvement
• API logs: Up to 30 days for security monitoring and abuse prevention

7. Your Rights and Choices

7.1 Access and Control

You have the right to:

• Access your personal data through your dashboard
• Update or correct information in your account settings
• Delete your account and associated data
• Export your data in CSV format
• Manage API keys and integrations
• Configure or delete webhooks
• Opt out of marketing communications
• Request data portability

7.2 Cookie Management

You can control cookies through:

• Browser settings and preferences
• Our cookie consent management
• Third-party opt-out tools

8. Contact Us

For privacy-related questions or to exercise your rights, please contact us through your dashboard or our website contact form.