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Privacy Policy

25th of February, 2025

This Privacy Policy is only available in English, as it is the official language of commerce for our clients (B2B). Any translated copies are not valid.

At Mouseflow ApS (“Mouseflow”, “we”, “our“, “us”), we are committed to safeguarding and protecting the privacy rights of our website visitors’, Customers’ and Partners’ (together: “you”).

This Privacy Policy applies to the websites owned and operated by Mouseflow® (“Mouseflow Websites“, “Websites“), and explains the type of information collected when you access our Websites, or when you contact or contract with Mouseflow.

It also outlines how we use and share this information and how you can control access, corrections, or deletions. We only use or share your information as described in this Privacy Policy.

Capitalized terms that are not defined herein are outlined in our Terms of Use, in the Mouseflow Subscription Agreement, the Mouseflow Agency Agreement or in the Mouseflow Partner Terms and Conditions and Affiliate Terms (together: the “Terms”).

By using our Websites or Services, you agree to the terms of this Privacy Policy. If you disagree, please refrain from using them.

Scope of this Privacy Policy

This Privacy Policy applies to Mouseflow Customers, Partners, and visitors to our Websites.

If you are a website visitor of a Mouseflow Customer’s website, this Privacy Policy does not apply to you. Instead, the privacy policy of the Mouseflow Customer whose website you visited will apply. However, we describe how we process your data on their behalf in the “If you’re visiting a website of a Mouseflow Customer?” section below.

Your responsibilities

  • Read this Privacy Policy.
  • If you are a Customer or Partner, please refer to the contracts between us, as they may include additional information about how we collect and process your data.
  • Concerning your visit of the Mouseflow Website or your use of Mouseflow’s Services, you confirm that you have the right and legal basis to authorize us to process the collected data a on your behalf in accordance with this Privacy Policy.

If you are visiting a website of a Mouseflow Customer

At Mouseflow, we are committed to protecting the privacy of our Customers’ website visitors and ensuring that the data collected through our Services cannot identify individual website visitors. To achieve this, we require our Customers to configure their use of Mouseflow to exclude any personal data from being collected or transferred to us. We provide tools and settings that enable our Customers to automatically block, redact, or exclude data that could identify individuals during website activity monitoring.

On our end, we implement stringent safeguards, such as automatic masking of keystrokes and advanced filtering techniques, to prevent the transmission or processing of any data that could identify individual website visitors. This ensures that the data processed by Mouseflow about its Customers’ website visitors cannot be used to identify individuals. This reflects our ongoing commitment to safeguarding privacy and ensuring full compliance with global data protection standards.

If you are a website visitor of a Mouseflow Customer’s website, we act as processor for the Mouseflow Customer whose website you have visited. This means we process data on behalf of the Customer solely to provide our Service, in accordance with their instructions or as required by law. Our Customer is responsible for ensuring compliance with our terms and the applicable data protection laws, including informing you about how service providers (like Mouseflow) process data on their behalf.

To learn more about the types of information that may be collected during your visit to a Mouseflow Customer’s website, please visit our Help Article.

If you wish to prevent all websites using Mouseflow from capturing your activity, you can opt out. Opting out will place a cookie in your browser that instructs Mouseflow to stop capturing your sessions on any website that uses it, from the same device and browser. This cookie must remain in place for the opt-out to continue.

Types of collected data

Mouseflow collects data as soon as you interact with us. This may include data you provide directly, such as when signing up for a demo, subscribing to a newsletter, or using our Services. Additionally, we may collect data about you, such as through your visits to our Website or use of our Services, either automatically or from other sources, including publicly available websites or trusted data suppliers.

Under data protection laws, we are permitted to use your data only for specific purposes and when we have a lawful basis for doing so.

Information provided by you:

When you contact Mouseflow through website chat, email, online forms, subscribe to our newsletter or marketing emails, book a demo, or register as a Customer or Partner, you may provide us with the following information:

  • full name,
  • email address,
  • phone number,
  • physical address,
  • employer and job position,
  • login information,
  • billing information.

Please note that Mouseflow does not have access to credit card information or passwords.

Information we automatically collect:

When you visit our Website or use the Mouseflow Service, we automatically collect certain information to improve the functionality, security, and performance of our Websites and Services. This includes:

  • Device and technical data: information about the device you use to access our Website, such as your IP address, browser type and version, operating system, language preferences, device model, and screen resolution.
  • Digital behavior data: information about your interactions with our Website, including pages visited, time spent on each page, clicks, scrolls, and other actions taken during your session.
  • Contact details from third-party data suppliers: information we may receive from external data providers, such as enriched contact details or publicly available information, used to enhance our understanding of our users and potential customers.
  • User interaction data: data collected through third-party cookies, beacons, tags, and scripts integrated into our Website. These tools track your interactions to provide analytics, improve user experience, and serve targeted advertisements. For more information about cookies and similar technologies, please refer to our Cookie Policy.
  • Location data: General and approximate (state-level) location information derived from your IP address.

This automatically collected data is used in compliance with applicable privacy laws and is essential for improving our Services, ensuring security, and personalizing your experience.

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Sensitive data

We do not collect any sensitive data about you. This includes information such as racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, health data, data about your sexual life or orientation, or information about criminal offences or alleged offences.

Children’s data

Mouseflow is a business-to-business service intended exclusively for individuals aged 18 and older. We do not target children, nor do we knowingly collect personal data from anyone under 18 years of age.

Purpose of data processing

Your data may be used for the following purposes:

  • Providing the Mouseflow Services to you: to enable access to and use of the Mouseflow Services, processing transactions such as billing and account management; and delivering operational and administrative functions necessary to provide our services (legal basis: performance of a contract).
  • Improving the Mouseflow Services: to evaluate and enhance the performance, functionality, and usability of our Websites and Services, develop new features and tools, and conduct research and analysis to understand usage patterns and improve our offerings (legal basis: legitimate interest).
  • Personalizing the experience on our Websites and Services: to customize content and features based on your preferences, offer tailored recommendations, and enhance navigation and usability on our Websites and within the Services (legal basis: consent or legitimate interest).
  • Providing customer support: to respond to inquiries, resolve issues, provide technical assistance, communicate about your Account, and address operational matters related to your use of the Services (legal basis: performance of a contract).
  • Ensuring the security of our Services and enforcing our terms: to maintain the security, integrity, and availability of our Services; detect, prevent, and respond to fraud, unauthorized access, or harmful activities; monitor compliance with our terms and policies; and protect our legal rights (legal basis: legitimate interest and compliance with legal obligations).
  • Marketing and selling Mouseflow: to send marketing and promotional materials about our Services, analyze the effectiveness of campaigns, perform market research, and engage with prospective or existing customers (legal basis: consent or legitimate interest).
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Legal basis of our processing

Consent

You have provided clear consent for us to process your personal data for specific purposes. You can withdraw your consent at any time. For example, you may:

  • Decline unnecessary cookies,
  • Click the unsubscribe button in email communications, or
  • Contact us via email at support@mouseflow.com.

If you withdraw your consent and we have no other legal basis for processing your data, we will cease processing it. However, if an alternative legal basis exists, we may continue processing your data in accordance with your legal rights.

Contract

We process your personal data when it is necessary to fulfill a contract with you or to take specific steps prior to entering into a contract.

Legitimate interests

We process your data based on our legitimate interests, or those of a third party, provided these interests are not overridden by your rights and interests. These legitimate interests include:

  • Analyzing user behavior on our Websites to gain insights.
  • Providing, developing, and improving the Mouseflow Service.
  • Enhancing, customizing, or adjusting our Services and communications.
  • Promoting and marketing Mouseflow to potential customers.
  • Assessing the effectiveness of marketing campaigns.
  • Strengthening data security.

Compliance with legal obligations

We process your personal data where it is necessary to comply with our legal obligations. This includes, for example, obligations related to accounting, tax laws, regulatory requirements, or responding to lawful requests from public authorities.

Duration of data processing

We, along with our service providers, store your personal data in accordance with applicable data protection laws and the guidelines provided by relevant data protection authorities. Data is retained only as long as necessary for the purposes described in this Privacy Policy. Afterward, your personal data will either be deleted according to our policies or anonymized. However, if we are legally required to retain your personal data for a longer period (e.g., for legal, tax, accounting, or auditing purposes), we will do so.

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Specific data retention times

  • Personal data of Mouseflow Customers and Partners:
    Retained for the duration of the contract and up to seven years after the termination of the legal relationship. Data in your Mouseflow Account will be deleted in accordance with the terms outlined in your contract, but no later than 13 months after contract termination unless you delete the account earlier.
  • Personal Data from service inquiries or demo requests:
    Retained for two years from the date of our last contact with you.
  • Device and technical data, digital behavior data:
    Retained for up to 24 months.
  • Data retained for legal obligations:
    Personal data processed to comply with legal requirements, prevent or investigate data protection or security incidents, address illegal or prohibited activities, protect Mouseflow’s rights, enforce agreements, or resolve disputes will be retained as required by applicable laws or regulations. In the event of a dispute, data will be retained for the duration of the proceedings and until all legal recourse options regarding the decision have been exhausted.

Third parties we share your personal data with

We work with trusted third parties to provide, enhance, and support our services. These include service providers, partners, affiliates, and social media platforms. We also share data when required by law or to protect our rights and those of others. We do not sell your personal data to third parties.

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  • Service providers:
    We may share your personal data with third-party service providers who perform data processing activities on our behalf. This includes supporting the delivery, maintenance and hosting of our services, providing tracking and analytics about the traffic and visits in order to improve the performance of our Websites, enhancing security measures, or processing personal data for the purposes such as billing and collection, IT services, payment processors, marketing partners, accounting, auditing, and tax services, and other professional services. We partner with third parties to serve advertising about our services or display interest-based ads to you. These third parties may use cookies and tracking technologies to collect information from our services and elsewhere online to provide targeted ads and measurement services.
  • Partners:
    We may share information with our Partners for sales and distribution purposes, such as identifying prospective Customers or business opportunities and facilitating and managing Partner relationships. Additionally, we may share information with partners for joint marketing activities, such as organizing or sponsoring events you have registered for. Partners may use this information to contact you about the event or their services, provided they have a lawful basis to do so, such as your consent where required by law.
  • Affiliates:
    We share your information with entities within our corporate family for purposes consistent with this Privacy Policy.
  • Social media:
    When you interact with us on social media or use social media features on our Services, the platform may collect information about you and your interactions. To manage this, review the privacy policies of the relevant social media platforms.
  • Legal:
    We share information to comply with legal obligations, respond to lawful requests, protect our rights, or address fraud, security, and emergency situations, as permitted by law.

Location of data processing

We store and process personal data within the European Union (EU). Specifically, data is stored and processed in our office located in Copenhagen, Denmark, and in our secure data center located within the EU.

When we share personal data with third parties outside the EU, we ensure that appropriate safeguards are in place to protect your data and we require our suppliers to uphold the same standards of data privacy compliance. Transfers are carried out in compliance with the GDPR using mechanisms such as:

  • the EU-U.S. Data Privacy Framework (DPF), when transferring data to entities in the United States that are certified under the framework.
  • Standard Contractual Clauses (SCCs) approved by the European Commission, ensuring that an equivalent level of data protection is maintained.

Your Privacy Rights

You have rights regarding your personal data, and we are here to help you exercise them.

  • Access your data
    You have the right to request and view the personal data we hold about you.
  • Correct your data
    If any personal data we hold is incorrect, you can request that we correct it.
  • Delete your data
    In certain cases, you can request the deletion of your personal data.
  • Limit how we use your data
    You can ask us to restrict the use of your personal data in specific situations.
  • Move your data
    You have the right to request a copy of your personal data in a format that allows it to be transferred to another service.
  • Object to processing
    You can object to our use of your personal data, particularly for purposes such as direct marketing.
  • Withdraw your consent
    If you have previously given consent for us to process your data, you can withdraw it at any time.

To exercise any of these rights or ask questions about your personal data, contact us at privacy@mouseflow.com. We will respond to all requests in accordance with applicable data protection laws, aiming to reply within one month. Please note that fulfilling your request may be subject to exceptions, such as protecting the rights and freedoms of others (e.g., confidentiality or intellectual property rights).

If we fail to address your request, you can file a complaint with the Danish Data Protection Agency (Datatilsynet), either by calling their helpline (+45 33 19 32 00), writing email to dt@datatilsynet.dk or as directed on their website at https://www.datatilsynet.dk.

Data security

We implement appropriate technical and organizational measures to protect your personal data from unauthorized access, disclosure, alteration, or destruction.

Key points to note:

  • Personal data is provided at your own risk: while we take reasonable measures to secure personal data, no data transmission over the internet can be guaranteed to be 100% secure.
  • You are responsible for safeguarding your credentials: keep your username and password confidential and secure.
  • Contact us immediately if you suspect a breach: reach us at support@mouseflow.com.

Third-party links

Our Websites may include links to external websites operated by third parties. While we provide these links for your convenience, we do not endorse or have control over the privacy practices or content of these third-party websites. We strongly encourage you to review the privacy policies and terms of use of any website you visit through these links. Please note that your interactions with third-party websites are governed solely by their policies, and we accept no responsibility for any issues that may arise from your use of such websites.

Updates to this Privacy Policy

All changes to this Privacy Policy are effective when posted on this page. Whenever we make substantial changes to this Privacy Policy, we will notify you via email, a notification in the Mouseflow App, and/or a prominent notice on this Website, prior to the changes taking effect.

Have questions?
legal@mouseflow.com

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