Privacy Policy
How feedback data, voter details and interview recordings are collected, used and protected.
Who this policy covers
This policy covers two groups of people. Customers are the companies and product teams who create a workspace to collect and manage feedback. End users are the people who send feedback, vote on ideas, comment on boards, read release notes or take part in interviews through a customer's workspace.
For end-user data, the customer decides what is collected and why, and we process it on their behalf. For account and billing data of customers, we decide how it is used, as described below.
Information we collect
- Account details: name, work email, company, role and password for members of a product team.
- Feedback content: the text, screenshots and attachments sent through the widget, email forwarding, support tools, sales notes, app reviews or the API.
- End-user details provided by the customer or the end user, such as name, email, company, plan and account value.
- Votes, comments and follows on voting boards and public roadmaps.
- Interview notes, recordings and transcripts, stored only after the end user's consent is recorded.
- Usage data such as pages visited in the app, device type, browser and approximate location from IP address, used to keep the service secure and working.
- Billing details, handled by our payment processor. We do not store full card numbers.
How we use information
- To provide the service: collecting feedback, grouping it into themes, showing boards and roadmaps and sending release notes.
- To send emails the customer has set up, such as status updates to voters and changelog notifications to requesters.
- To send account emails such as login details, security alerts and billing receipts.
- To provide support when a customer asks for help.
- To keep the service secure, detect abuse and fix problems.
AI processing
The AI Theme Finder, interview summaries and changelog drafts process a customer's feedback to suggest themes and text. Suggestions are always reviewed by the customer's product team, who make every roadmap decision.
Feedback data is never used to train models for other customers and is never sold. Corrections a product team makes, such as merging or renaming themes, improve grouping for that workspace only.
Public boards and voter privacy
When a customer makes a voting board or roadmap public, the idea titles, descriptions, comments and display names on it can be seen by anyone with the link. Email addresses of voters and commenters are never shown publicly. Customers can allow anonymous voting.
Interview recordings
Recordings can only be stored once the end user's consent is recorded with the interview. Recordings and transcripts are visible only to the customer's product team and are never shown on public boards. An end user can ask the customer to delete their recording at any time, and customers can delete a recording, transcript and linked highlights in one step.
Connected tools
When a customer connects tools such as Intercom, Zendesk, HubSpot, Salesforce, Slack, Jira or Linear, we receive only the data needed for the connection to work. The customer can disconnect a tool at any time, which stops further data from being received.
Security
Data is encrypted in transit using TLS and at rest. Access by our staff is limited to what is needed to run and support the service, and is logged. Customers on the Expedition plan can use single sign-on and review an audit log of activity in their workspace.
How long we keep data
Customer data is kept while the workspace is active. When a workspace is closed, its data is deleted within 30 days, except where we must keep billing records by law. Backups are overwritten on a rolling basis within a further 30 days.
Your rights
Depending on where you live, you may have the right to access, correct, export or delete your personal data, or to object to some uses of it. Customers can export and delete their data from the workspace settings.
If you are an end user and want to exercise these rights over feedback, votes or interviews, please contact the company whose product you gave feedback to. We will help them respond. For anything else, write to us through the Contact Us page.
Children
The service is meant for businesses and is not directed at children under 16. We do not knowingly collect personal data from children.
Changes to this policy
If we make a meaningful change to this policy, we will tell workspace admins by email before it takes effect.
Contact
Questions about privacy can be sent through the Contact Us page. Choose the topic that fits best and mention that your question is about privacy.