Terms of service

These terms apply when you create an account with or use Trace. By using the service you agree to them. If you use Trace for an organisation, you agree on its behalf.

Your account

Keep your login details safe and tell us if you think your account has been compromised. You are responsible for what happens in your workspaces, including what your teammates do.

Free trial and billing

• New workspaces get a 20-day free trial of the Business plan.
• Paid plans are billed monthly in advance through our payment provider, which acts as merchant of record and handles applicable taxes.
• Each plan includes a monthly event allowance, as described on the pricing page.
• You can cancel at any time; your plan stays active until the end of the period you've paid for.

Acceptable use

Don't use Trace to:

• track websites you don't own or aren't authorised to measure;
• collect sensitive data, such as passwords, payment card numbers or health information, in events or properties;
• break the law, including privacy and consumer-protection laws that apply to you and your visitors;
• overload, probe or interfere with the service or other customers' data.

Your data

You own the analytics data collected on your websites. You're responsible for having a lawful basis to collect it and for telling your visitors about it, for example in your own privacy policy, and for getting consent where it's required (session replay in particular). We process it only to provide the service to you, as described in our privacy policy.

Availability and changes

We work hard to keep Trace available and accurate, but the service is provided as is, without a guarantee that it will be uninterrupted or error-free. We may improve or change features over time, and we'll give reasonable notice of changes that materially reduce what your plan includes.

Ending your account

You can delete your account at any time. We may suspend or close accounts that break these terms or don't pay, and we'll tell you first where we reasonably can.

Liability

To the extent the law allows, our total liability to you for any claim is limited to the amount you paid us in the twelve months before the claim, and we aren't liable for indirect or consequential losses.

Changes to these terms

If we change these terms in a meaningful way we'll tell customers by email before the changes take effect.