# Privacy policy

Canonical: https://userreason.com/privacy/

Updated: 2026-11-11

UserReason is a service for showing short surveys inside web applications and reading the answers. This policy explains what personal data we handle, why, who receives it and how long we keep it.

## Who we are

UserReason is provided by Bridge Labs B.V., Tappersweg 14-028, 2031 EV Haarlem, the Netherlands (“UserReason”, “we”). You can reach us about privacy at help@userreason.com. This policy is effective from 11 November 2026.

## Who this policy covers

- Customers: people who have a UserReason account, or who use our dashboard, command-line tool, installation wizard or connector for AI assistants.
- Respondents: people who use a product that has UserReason installed. They may see a survey there and answer it.
- Visitors: people who visit userreason.com or docs.userreason.com.

## Our role

For customers and visitors, we decide how personal data is used and are the controller.

For respondents, our customer decides what to ask, whom to ask and which data to send us. The customer is the controller of that data and we process it on the customer's behalf. If you are a respondent and have a question or a request about your data, contact the company whose product you were using. We help our customers answer such requests.

## Data we collect about customers

- Account: your email address and name, which we receive from our sign-in provider when you sign in. We never receive a password.
- Sessions and access: a record of your sign-in sessions, and of each tool or AI assistant you allow to act for you: which client it is, which workspaces and permissions you approved, and when that approval ends.
- Your content: workspaces, sites, surveys, audiences, themes and settings you create.
- Activity records: a log of changes made in your workspaces and of sign-in events, with the account or client that made them.
- Usage counts: how many responses and AI conversations your account used in a month, to apply plan limits.
- Product analytics: which kinds of pages you open in the dashboard and which actions you take, linked to an internal account ID. No email address or name is included.
- Developer tools: the command-line tool and installation wizard can report the type of command run, how long it took and its version.
- Source code you choose to share: if you use survey recommendations, the wizard sends selected excerpts of your project after asking you. We do not keep those excerpts. The plan they produce is deleted after about a week.
- Messages you send us, for example by email.

## Data we process about respondents for our customers

What we receive depends on how the customer set up UserReason.

- An identifier: a random ID for the browser, or the customer's own ID for the person when the customer identifies them.
- Properties and events: details about the person and things they did in the product, when the customer chooses to send them. Customers decide which events are kept on our servers and for how long; some are only counted in the browser and never uploaded.
- Survey activity: which surveys were shown, started, dismissed or completed, on which page of the product, and how long answering took. We record that text was typed or pasted and how many keys were pressed, but not which keys or when.
- Answers: ratings, choices and anything the person writes. A survey can ask for contact details such as a name or email address. Answers are saved as the person moves through the survey, so an unfinished survey can still leave answers.
- Conversations: when a customer uses a conversational survey, the messages exchanged and a summary of them.
- Voice answers: when a person taps the microphone, the audio is sent through our service to a transcription provider and comes back as text. We do not store the audio. We keep the text the person sends and the length of the recording.
- Technical data: country, language, device type, screen size category, operating system, browser and its major version, time zone, the referring website's hostname and campaign tags from the page address.

We do not store IP addresses. We use the IP address of a request to limit how many requests one source can make and to work out the country, and then discard it. We read the browser's user-agent string to work out the device and browser, and then discard it.

In the respondent's browser, UserReason stores an identifier in local storage or a cookie for up to 400 days, plus short-lived session data and event counts. The customer chooses the storage mode and can choose one that stores nothing on the device.

## Data we collect about visitors

On userreason.com we count page views and a fixed set of actions, such as copying an installation command. We use a first-party cookie with a random ID and broad categories for how you arrived, for example “search” or “referral”. We do not record full addresses, build a profile of you, or record your session. Analytics are not collected when your browser sends a Do Not Track or Global Privacy Control signal, or after you choose “Disable analytics” in the site footer. This page, the terms and the support page are not measured at all.

docs.userreason.com uses no analytics.

## Cookies and browser storage

| Where | Name | Purpose | Kept for |
| --- | --- | --- | --- |
| Dashboard | __Host-ur-session | Keeps you signed in | Up to 30 days |
| Dashboard | __Host-ur-login | Protects the sign-in step | 10 minutes |
| Dashboard | Local storage entries starting with ur | Interface preferences and an analytics ID | Until you clear them |
| userreason.com | ur_acquisition_v1 | Analytics ID and how you arrived | 30 days |
| userreason.com | ur_measurement_disabled | Remembers that you disabled analytics | 365 days |
| userreason.com | __Host-ur_pricing_v1 | Shows you the same prices on each visit when we test pricing | 30 days |
| docs.userreason.com | Local storage entries starting with ur-docs | Theme and package-manager preference | Until you clear them |
| Customers' products | userreason:… in local storage, or the cookie ur_v_… | Recognises the same browser so a person is not asked too often | Up to 400 days |

## How we use personal data, and why we may

| Purpose | Data | Legal basis under the GDPR |
| --- | --- | --- |
| Providing the service: accounts, sign-in, surveys, results | Customer account, content, activity records | Performance of our contract with you |
| Showing surveys to the right people and limiting how often, collecting answers | Respondent data | We act on our customer's instructions; the customer determines the legal basis |
| Optional AI features that a customer switches on: translation, conversations, voice answers, survey recommendations | Survey texts, respondents' words or audio, source excerpts | For customers, contract; for respondents, the customer's instructions |
| Applying plan limits and invoicing | Usage counts, account details | Contract and legal obligations |
| Keeping the service secure and preventing abuse | IP address in passing, activity records | Legitimate interest in a secure service |
| Understanding and improving the product and website | Product and website analytics | Legitimate interest, or consent where the law requires it |
| Answering your messages | Your message and contact details | Legitimate interest in responding |

We do not sell personal data, use it for advertising, or use respondents' answers to train AI models.

## How long we keep data

- Customer account: while the account exists. Ask us to delete it at help@userreason.com.
- Surveys, responses, respondent records and conversations: until the customer deletes the survey, site or workspace they belong to. Deletion from the dashboard is permanent and removes the records from our live systems. A receipt of the deletion remains, without names, questions or answers.
- Events about respondents: for the period the customer sets for each event. By default individual events are kept for 30 days and per-person history for 90 days.
- Sign-in sessions: up to 30 days. Approvals for tools and AI assistants: up to 90 days, or until revoked.
- Survey recommendations: about a week.
- Usage counts: kept after content is deleted, because they record what an account consumed.
- Activity records: while the account exists, or until you ask us to delete them.
- Request logs: up to 7 days. They contain the route, method and status of a request, not its content.
- Backups: for up to one week after deletion from our live systems, after which they expire.

## Who receives personal data

We use these providers to run the service. Each receives only what its task needs.

| Provider | What it does | What it receives | Where |
| --- | --- | --- | --- |
| Cloudflare | Hosting, network, caching, request logs | All traffic to the service, including IP addresses at the network edge | Worldwide |
| Neon | Database | Everything we store | Frankfurt, Germany |
| WorkOS | Sign-in for customers | Customer email, name and sign-in events | United States |
| Google | “Sign in with Google”, through WorkOS | Customer sign-in | United States |
| OpenAI | Translation, conversational surveys, survey recommendations | Survey texts; respondents' messages in conversational surveys; source excerpts a customer shares | United States |
| Cerebras | Survey recommendations | Source excerpts a customer shares | United States |
| ElevenLabs | Turning voice answers into text | Audio of a voice answer | United States |
| PostHog | Product and website analytics | Analytics events with a random or internal ID | European Union |

OpenAI does not use data sent through its API to train its models, and may keep inputs and outputs for up to 30 days to monitor for abuse. AI features run only when a customer switches them on, and voice is sent only when a respondent taps the microphone.

We also share personal data:

- With tools you connect. When you approve the command-line tool or an AI assistant such as Claude or ChatGPT, it can read and change what you allowed, including respondents' answers. That provider handles the data under its own terms. Our connector receives only the requests the assistant makes, not your conversation.
- With destinations a customer sets up, such as the customer's own analytics.
- When the law requires it, or to protect our rights, our customers or others.
- With a successor, if the service is transferred as part of a merger or sale. We would tell customers first.

## Transfers outside your country

Our database is in Frankfurt, Germany. Several of our other providers are in the United States. Where data protection law requires it, we rely on the European Commission's standard contractual clauses or an equivalent safeguard for these transfers.

## Security

We separate each workspace's data in the database, store sign-in sessions as a hash, encrypt the sign-in tokens we hold, and give tools and AI assistants only the access a person approved, for a limited time and revocable at any moment. Access to customer data by people at UserReason is limited to what is needed to run and support the service. No system is perfectly secure, and we will tell affected customers without undue delay if we learn of a breach involving their data.

## Children

UserReason is a tool for businesses. It is not directed at children, and customers must be at least 16 years old. Customers decide who sees surveys in their own products and are responsible for that choice.

## Your rights

Depending on where you live, you may have the right to see the personal data held about you, have it corrected or deleted, receive a copy, restrict or object to its use, and withdraw a consent you gave.

- Customers and visitors: write to help@userreason.com. We answer within one month.
- Respondents: contact the company whose product you were using. It controls your data and we will help it respond.

You can also complain to the data protection authority where you live. In the Netherlands that is the Autoriteit Persoonsgegevens.

## Changes to this policy

When we change this policy we update the date at the top. If a change is significant, we tell customers by email or in the dashboard before it takes effect.

## Contact

Bridge Labs B.V., Tappersweg 14-028, 2031 EV Haarlem, the Netherlands. Privacy and support: help@userreason.com. Plans and everything else: contact@userreason.com.

- [Terms of service](/terms/): The agreement that applies when you use UserReason.
- [Support](/support/): How to get help, close your account or report a security problem.