Privacy Policy
This Privacy Policy (this "Policy") outlines how Userlens, Inc. ("Userlens," "we," "us," or "our") collects, uses, discloses, and otherwise processes personal information. We appreciate that you care about your personal privacy, and we take that responsibility seriously. This Policy describes the personal information we may collect from you, the purposes for which we collect it, how we use it, and how we keep it secure. This Policy also describes the choices you can make about your personal information, including how you can manage, delete, or access it.
What is personal information?
Personal information is information that identifies you as an individual. If you are a business customer, it does not include your name and business contact information used in a professional capacity. Aggregated, statistical, or de-identified information is not personal information. Information generated through your use of our websites will not be personal information unless we can combine it with other information that would identify you.
When does this Policy apply?
Userlens is a product analytics platform designed to help Customer Success teams understand how their users engage with their product. This Privacy Policy explains how we collect, use, and disclose your personal information in the course of our business, including when you:
Visit and interact with the Userlens website (userlens.io, including any subdomains).
Use or interact with the Userlens platform and services (the "Services").
Communicate and interact with us by telephone, email, in person, or through other means.
This Privacy Policy also covers information we may collect offline, such as when you telephone us, visit us in person, or interact with us at an event.
When our customers collect end-user information through the Userlens platform in the course of their business, their use of that information is governed by their own privacy policy, not ours. Our customers act as the data controller for the end-user data they collect through our Services, and Userlens acts as a data processor on their behalf.
This Privacy Policy does not apply to the practices of third parties that integrate with the Userlens platform. You should review the privacy policies of those third parties for information on how they handle your personal information.
The Userlens website and Services may contain links to third-party websites or services. These links are provided for your convenience only. These websites and services are independent from Userlens and may have their own privacy policies and data collection practices. We have no responsibility or liability for these websites or their privacy practices. We encourage you to read the privacy policy of any website you visit.
What are the Userlens website and Services?
The Userlens website includes userlens.io, any subdomains, and any other websites operated by Userlens. Our Services include the Userlens product analytics platform, the Userlens JavaScript SDK, server-side APIs, integrations with third-party tools, and any products or services purchased or otherwise made available through the Userlens website.
Userlens provides a product analytics platform that enables Customer Success teams to track product usage, monitor user engagement, assess customer health, and derive actionable insights to reduce churn and drive adoption.
How do we obtain your agreement?
By using the Userlens website or the Services, you agree to the practices outlined in this Privacy Policy. If you do not agree, you should not interact with the Userlens website or use any of the Services, or otherwise provide Userlens with your personal information.
When and how do we collect information directly from you?
In most cases, we collect information about you when you give it to us directly. For example, when you create an account or purchase our Services. We also collect information when you call us, visit our offices, or interact with us at an event. Like many websites and technologies, we also automatically collect technical data when you visit and interact with the Userlens website and Services.
Userlens collects personal information that you provide when you:
Use the Userlens website to sign up for newsletters, download a report, or participate in a survey.
Communicate with us through email, chat, social media, phone, or any other means.
Register for an account to use the Services.
Visit us in person and check into reception.
Interact with us at a conference or event.
We may also collect:
Technical information about your use of the Userlens website and the Services.
Information from our sales and advertising partners.
Publicly available information in online directories or social media (for example, your business contact information may be enriched with data from LinkedIn).
When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email address. We (or service providers on our behalf) may then send communications and marketing to that email address. You may opt out of receiving this advertising by visiting https://app.retention.com/optout.
We may combine your personal information with other information we receive.
What information do our customers collect through the Services?
Userlens enables its customers to collect product usage and behavioral analytics data about their own end users. When our customers integrate the Userlens SDK, server-side API, or third-party data connectors into their products, the following types of data may be collected:
Product usage data: Feature interactions, page views, session activity, click events, and other in-product behavioral data.
User metadata: Names, email addresses, roles, account identifiers, and other user profile information provided by the customer.
Account-level data: Company name, plan type, subscription status, and other organizational information.
Technical data: IP addresses, browser type, device information, and similar technical identifiers.
Our customers determine what data is collected through the Services and are responsible for ensuring they have the appropriate legal basis and user consent to collect such data. Userlens processes this data on behalf of our customers as a data processor.
The Userlens Services are not intended to be used to collect special categories of personal information such as racial or ethnic origin, religious or philosophical beliefs, genetic data, or sexual orientation. In the rare case that a customer collects such information through the Services, it will have been provided by the end user knowingly.
What type of information do we collect about our own users?
We collect a variety of data including your contact information, payment details, business information, and communications you have with our team. The types of information collected depend on your interaction with Userlens, the Userlens website, or the Services.
Here are some examples of the personal information we collect:
Contact information: Name, mailing address, telephone number, and email address.
Financial information: Credit card number, security code, billing address, authentication and security information, and other billing data.
Business information: Business name, title, employee information, business contact information, and location.
Job application information: Name, address, employment history, education background, interests, and other information included in cover letters, resumes, and job applications.
Communication information: Content of your inquiries, complaints, and feedback directed to our team.
Does Userlens use cookies and other technologies?
When you visit the Userlens website, we receive data from your devices, including your IP address. This technical data generally will not identify you as a visitor. However, in some instances, this technical data may be linked to you if you have given us identifying information.
Like many websites, Userlens uses cookies, web beacons, and other similar technologies to automatically collect certain technical data from your computer or mobile device. The data we collect includes your IP address, browser type, how you interact with the Userlens website, and more. We use this data for several reasons, such as to customize your experience or to assist Userlens and our partners with targeted advertising.
While some visitors to the Userlens website may not be identified by the technical data collected, others may be — for example, if you have an account, the technical data will be linked to you.
What are business analytics and aggregated data?
Business analytics involves the analysis of data to understand trends and insights about how individuals use the Userlens website and the Services. Aggregated data means data that is combined so that you are no longer identifiable. We use analytics and aggregated data to improve our business.
Userlens uses business analytics to help us better understand the functionality of the Userlens website and the Services. The information gathered includes how often you use our Services, which features you use or don't use, and aggregated usage and performance data.
Userlens also anonymizes personal information and technical data in a manner that can no longer identify you individually. We use aggregate data to understand how customers and other individuals use and interact with the Userlens website and Services, to improve our products, services, and brand, generate reports, and market Userlens.
We may also provide insights from business analytics and aggregated information to our partners and customers, who may use such information to understand how people use the Userlens website and the Services.
For what purpose do we collect your information?
We use your personal information to communicate with you, to provide you with assistance, products, and services that you request, and to adapt the Userlens website and the Services to your interests. We also use your personal information to understand how you use the Userlens website and the Services, to protect and improve our business.
Here are examples of the purposes for which we use your personal information (and the associated lawful basis):
Your consent:
Reviewing and processing job applications.
Personalizing your experience with the Userlens website.
Marketing our products, services, and brand, including administering contests and public events.
For the performance of a contract or agreement:
Processing your purchases, including keeping track of transactions and reporting back to you.
Providing information or services requested by you.
Processing and analyzing customer product usage data on behalf of our customers.
Our legitimate interests, balanced with the interests of our clients, suppliers, and business contacts:
Communicating with you in accordance with applicable law.
Administering and managing the Userlens website and our business operations.
Protecting against fraud or error.
Evaluating statistics on website activity.
Performing statistical analyses of behavior and characteristics to measure interest in and use of the various sections of the Userlens website.
Assisting in diagnosing problems with Userlens servers.
Training and improving our AI-powered features using aggregated and anonymized data.
Fulfilling any other purpose that would be reasonably apparent to the average person at the time of collection.
Compliance with a legal obligation:
Complying with legal and governmental requirements.
From time to time, we may collect personal information for other purposes. In that case, we will identify any additional purposes before or at the time of collection, and we will obtain your consent where required.
How does Userlens use artificial intelligence?
Userlens uses AI-powered features to help Customer Success teams derive insights from product usage data. These features may include customer health scoring, engagement analysis, and automated insights generation.
To power these features, Userlens uses the Anthropic API (Claude) to process and analyze data. When data is sent to Anthropic for processing, it is handled in accordance with Anthropic's data usage policies. We do not send raw personally identifiable information to AI providers where it is not necessary for the feature to function. Our customers can contact us for more details on how their data is processed by AI features.
Third-party integrations
Userlens integrates with a variety of third-party platforms to enable customers to import, export, and sync data. Available integrations include:
Analytics platforms: Segment, Amplitude, Mixpanel, PostHog.
CRM tools: HubSpot, Pipedrive, Attio.
Customer success and support: Pylon, Planhat.
Billing and payments: Stripe.
Feedback and product management: Featurebase.
Business intelligence: Redash.
Communication: Slack.
When customers choose to connect these integrations, data may flow between Userlens and the third-party platform. Customers are responsible for reviewing the privacy policies of any third-party services they connect to Userlens. Integrating third-party services with Userlens is optional, and customers can disconnect integrations at any time.
When does Userlens share or disclose personal information?
Sometimes, Userlens shares or discloses your personal information and technical data to outside parties, such as our partners and service providers. For example, Userlens shares information with service providers who assist us with marketing, data hosting, and payment processing.
Userlens may disclose personal information due to legal requirements or enforcement, such as defending against legal claims or investigating and preventing illegal activities.
Userlens may share and disclose information and technical data in the following circumstances:
Trusted third-party service providers. Userlens uses third parties to assist us in administering and providing the Userlens website and Services or to provide other services on our behalf. Examples include Anthropic's API for AI-powered analytics features, cloud infrastructure providers, data processing services, providing marketing assistance, integration with third-party platforms, processing payments, and providing customer service.
Legal requests. Userlens may disclose personal information when required by law to respond to subpoenas, court orders, or other legal process by authorities with jurisdiction.
Enforcement. Userlens may disclose personal information to establish or exercise our legal rights, to defend against legal claims, or when we believe it is necessary to share information to investigate, prevent, or take action regarding illegal activities, data breaches, suspected fraud, situations involving potential threats to the physical safety of any person, or violations of our Terms of Use.
Business transaction. In the event that we go out of business, enter bankruptcy, or are acquired as a result of a transaction such as a merger, acquisition, or asset sale, your personal information may be disclosed or transferred to the third-party acquirer in connection with the transaction.
Customer data sharing. Some of our Services enable customers to export or sync data to third-party platforms through integrations. Any information that customers choose to share through these integrations is subject to the privacy policies of those third-party platforms. We recommend that customers exercise caution when configuring data sharing through integrations.
If you are in the European Union, Userlens will only transfer your personal information if the appropriate safeguards required by the GDPR are in place.
How does Userlens keep personal information safe?
The security of your personal information is important to us. Although we cannot guarantee 100% security, we use reasonably appropriate security measures to protect your personal information against unauthorized use, access, modification, destruction, or disclosure.
We require our third-party service providers to use similar safeguards to those we use. We employ reasonably appropriate security measures to protect personal information against loss, unauthorized use, access, alteration, modification, disclosure, or destruction. These measures include physical, organizational, and technological safeguards.
We also require service providers to limit access to your personal information and to keep it strictly confidential. Service providers are only permitted to use your personal information for the sole purpose of carrying out services on our behalf.
Userlens's privacy and information technology compliance program has been designed to meet industry standards. However, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we are committed to protecting your personal information, we cannot ensure or warrant the security of any information you provide to us.
Where is personal information stored?
Userlens stores information on AWS servers, specifically in the EU (Frankfurt) eu-central-1 and EU (Stockholm) eu-north-1 regions.
How long will personal information be retained?
Userlens retains personal information only as long as necessary to serve the identified purposes for which it was collected, subject to legal requirements.
Userlens does not knowingly collect information from children
Protecting the safety of children when they use the internet is very important to us. The Userlens website and Services are not designed or intended for use by children or anyone under the age of 13. Userlens does not knowingly collect information from children.
Changes to this Privacy Policy
We may change this Privacy Policy. Please check back periodically for changes. If we make any significant changes, we will endeavor to communicate this to you where possible. Your continued use and interaction following any changes to the Privacy Policy constitutes acceptance of those changes.
For further information, contact ankur@userlens.io.
Last Updated: April 2026