Terms of Service
Last updated: 3 March 2026
These Terms and Conditions (“Terms”) govern your use of Poterna, a privacy-first web analytics service provided by Poterna Ltd (a company registered in the United Kingdom, registered address: 124 City Road, London, EC1V 2NX). When we say “Service” in this document, we are referring to the Poterna analytics platform. By using the Service, you agree to comply with these Terms. If you do not agree, do not use the Service.
1. Service Description and Scope
The Service provides website analytics by collecting only anonymized metrics by default (e.g. page views, basic clicks). We do not store IP addresses or other personal identifiers. Data is hashed (IP+User-Agent with daily salt) so that individual users cannot be identified from our default data collection.
You install our lightweight analytics script in the <head> of your web pages. We supply the script and instructions; you are responsible for embedding it correctly.
The Service includes smart signals and analytics dashboards that provide you with actionable insights about your website traffic and user behavior. The specific features and session volumes available to you depend on your subscription plan.
2. Optional Custom User Properties
Our script allows you to optionally pass additional user properties, including personal information, to enhance your analytics capabilities. This is entirely opt-in – we do not collect any personal data unless you explicitly choose to send it to us. When you choose to pass such data, you acknowledge that: (a) you are responsible for ensuring you have a lawful basis; (b) you will provide appropriate privacy notices to your users; (c) we will process this data solely as your Data Processor.
3. In-App Support
We provide a support widget within the Poterna dashboard for logged-in customers. When you use this feature to contact support, your account email is shared with our support platform provider to identify you and manage your request.
4. User Accounts and Responsibilities
To use the Service, you must create an account. You agree to provide complete and accurate information, maintain security of your credentials, use the Service only for lawful purposes, and implement the tracking script only on websites you own or have permission to modify.
If you choose to pass custom user properties containing personal data, you are solely responsible for: (a) ensuring you have a valid legal basis under applicable data protection laws; (b) providing appropriate privacy notices to your users; (c) responding to data subject rights requests; (d) ensuring the accuracy of the data you provide.
5. Subscription Plans and Pricing
We offer several subscription plans that differ by the number of recorded sessions per billing period. Full details of available plans, session limits, and current pricing are published on our pricing page at poterna.com. Pricing and plan features are subject to change; we will provide at least 30 days’ notice before any price increase affecting your current plan, and you may cancel before the increase takes effect.
Session limits are soft caps. If you exceed your plan’s session limit during a billing period, data collection will continue and your existing data will remain accessible. However, access to certain features may be restricted until you upgrade your plan or a new billing period begins.
For custom or enterprise-level requirements exceeding our published plans, please contact us to discuss a tailored agreement.
6. Free Trial and Cooling-Off Period
We offer a 14-day free trial to allow you to evaluate the Service before committing to a paid subscription. The trial is available once per account and requires a valid payment method (credit or debit card) at the time of registration.
At the end of the 14-day trial period, your subscription will automatically convert to the paid plan you selected during registration, and your payment method will be charged accordingly. If you do not wish to continue, you must cancel the subscription before the trial period expires. No charges will be made if you cancel during the trial.
If your payment method cannot be charged at the end of the trial, the subscription will not be activated and your access to paid features will be restricted.
6.1 Statutory Cooling-Off Period (EU/UK Customers)
If you are a consumer in the EU, EEA, or the United Kingdom, you have a statutory 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and equivalent UK legislation (Consumer Contracts Regulations 2013). This right runs from the date the contract is concluded (i.e., the date you register and agree to these Terms).
The 14-day free trial period runs concurrently with the statutory cooling-off period. During the trial, you have full access to the Service at no cost. If you cancel at any time during this 14-day period, your payment method will not be charged and you will have fully exercised your right of withdrawal.
This means that by the time your first payment is processed (on day 15), the statutory cooling-off period will have already expired. You will have had 14 days of free, unrestricted access to evaluate the Service and decide whether to continue.
This cooling-off arrangement applies to all subscription plans (monthly and annual) and is designed to give you more protection than the minimum required by law, since you can evaluate the Service entirely free of charge during the withdrawal period.
7. Payment Processing
Our order process is conducted by our online reseller Paddle.com (Paddle.com Market Ltd for sales outside the United States; Paddle.com Inc for sales within the United States). Paddle acts as the Merchant of Record for all transactions. This means Paddle is the legal seller of the Service for billing purposes and is responsible for:
• Processing all payment transactions
• Calculating, collecting, and remitting applicable VAT, sales tax, and other taxes
• Issuing invoices and receipts
• Managing payment method storage and security
• Processing refunds in accordance with the refund policy below
We do not store, process, or have access to your full credit or debit card details at any time. All payment card data is managed exclusively by Paddle in compliance with PCI-DSS standards.
Your purchase is also subject to Paddle’s buyer terms, which will be presented to you at the point of checkout. You can review Paddle’s buyer terms at paddle.com/legal/checkout-buyer-terms (for checkout purchases) or paddle.com/legal/invoiced-consumer-terms (for invoiced purchases).
8. Recurring Billing and Renewal
Paid subscriptions are billed in advance on a recurring basis, either monthly or annually, as selected by you at the time of purchase. Subscriptions automatically renew at the end of each billing cycle at the then-current price, unless cancelled before the renewal date.
Your billing date is anchored to the original date of your subscription purchase.
You are responsible for keeping your billing information up to date. If your payment method expires or cannot be charged, please update your billing details promptly in your account settings.
9. Plan Changes
9.1 Upgrades
If you upgrade to a more expensive plan, the change takes effect immediately. You will be charged a prorated amount for the remainder of the current billing period, reflecting the difference between your old and new plan.
9.2 Downgrades
If you downgrade to a less expensive plan, the change will take effect at the start of your next billing period. Your current plan and session limits remain active until the end of the current paid period, and the lower rate will apply from the next renewal.
10. Cancellation and Refunds
10.1 Cancellation
You may cancel your subscription at any time from your account settings (Settings → Billing). Cancellation takes effect at the end of your current billing period. You will retain full access to the Service until the end of the period you have already paid for. No further charges will be made after cancellation.
Cancelling your subscription through your account settings is the only valid method of cancellation. Contacting us by email alone does not constitute cancellation.
10.2 Refund Policy
If you are not satisfied with the Service, you may request a refund within 14 days of the date of each payment. This applies to both the initial subscription payment and any subsequent renewal payment.
To request a refund, contact us at alisher@poterna.com or through the in-app support widget. All refunds are processed by Paddle, our Merchant of Record. Refunds will be issued to your original payment method, typically within 5–10 business days depending on your payment provider.
After the 14-day refund window has passed, no refunds will be issued for the remainder of the current billing period. If you cancel your subscription after the refund window, you will retain access to the Service until the end of your current billing period, but no partial refund will be provided for the unused portion.
10.3 Billing Disputes
If you believe there is an error on your invoice or a charge has been made in error, you must notify us within 60 days of the date of the statement containing the disputed charge. We will investigate and, if the charge is found to be erroneous, issue a correction or refund within 14 business days. Disputes raised after 60 days may not be eligible for adjustment.
11. Failed Payments
If a scheduled payment fails, our payment partner will retry the charge according to its standard retry schedule. During the retry period, your service will remain active and accessible.
If all retry attempts are unsuccessful, your subscription will be cancelled. Your tracking script will stop collecting data, and access to paid features will be restricted. We will notify you by email when a payment failure occurs and when your subscription is cancelled as a result.
To restore your subscription after cancellation due to failed payments, you may select a new plan and provide a valid payment method from your account settings.
12. Promotional Codes
We may offer promotional codes or discounts from time to time at our sole discretion. Unless otherwise specified at the time of issuance, promotional codes: (a) are limited to one per account; (b) cannot be combined with other offers or discounts; (c) have no cash value and are non-transferable; and (d) may be subject to an expiration date or additional terms communicated at the time of the offer.
13. Account Deletion
You may delete your account at any time from your account settings. Account deletion has the following effects:
• If you have an active subscription, it will be cancelled immediately upon account deletion. No further charges will be made.
• If the account deletion occurs within 14 days of your most recent payment, you may request a refund in accordance with our refund policy (Section 10.2). Otherwise, no refund will be issued for the unused portion of your current billing period.
• All analytics data associated with your account will be permanently and irrevocably deleted from our systems.
• Your stored payment card data will be deleted by our payment processing partner. No future charges will be processed.
Certain transaction records (such as invoices, payment amounts, and billing addresses) may be retained for up to 7 years after account deletion to comply with applicable tax and legal obligations (e.g., UK Companies Act, HMRC requirements). This data is kept solely for legal compliance and is not used for marketing, analytics, or any other purpose. This retention is based on our legal obligation under GDPR Article 6(1)(c) and equivalent UK GDPR provisions.
14. Email Notifications
As part of the Service, we send transactional email notifications related to your account and subscription. These include notifications when your free trial is ending, when you have reached your session limit, when a payment has failed or your subscription is at risk, and when your subscription has been cancelled. These are service communications, not marketing emails, and are essential to the operation of your account. Some billing-related emails may be sent directly by our payment processing partner on our behalf.
15. Consumer Rights
If you are a consumer, the mandatory consumer protection laws of your country of residence may grant you rights that cannot be waived or limited by these Terms. Nothing in these Terms is intended to limit or exclude any such mandatory consumer rights. Where a provision of these Terms conflicts with a mandatory consumer protection law, the mandatory law prevails to the extent of the conflict.
In particular, EU/EEA and UK consumers have a statutory 14-day right of withdrawal for digital service contracts. We honour this right through our 14-day free trial (see Section 6.1), which allows you to evaluate and cancel the Service at no cost during the entire withdrawal period. Additionally, our 14-day refund policy (see Section 10.2) applies to all customers regardless of location. Your purchase is also subject to Paddle’s buyer terms, presented at checkout, which may contain additional consumer protection provisions.
16. Disclaimer and Limitation of Liability
We do our best to offer a reliable and privacy-friendly analytics service, but like any software, things may not always work perfectly.
The Service is provided “as is” — without warranties of any kind. We cannot guarantee that it will be uninterrupted, error-free, or completely secure. There may occasionally be bugs or downtime, though we always aim to minimize disruptions.
You are responsible for how you interpret and use the analytics data. We do not promise specific outcomes or improvements. Please make sure the Service fits your needs before relying on it.
To the extent permitted by law, Poterna Ltd and its team will not be liable for any indirect or unexpected losses — like lost profits, business interruption, or data issues — even if we were warned it might happen. If something does go wrong, our total liability is capped at the amount you paid us in the past 12 months (or £100, whichever is greater).
17. Changes to Terms
We may update these Terms from time to time — for example, when we improve the service, add features, or adjust to new legal requirements. When we do, we will post the new version on our website and update the “Last updated” date at the top of this page. Material changes (such as changes to pricing, billing, refund policies, or liability terms) will be communicated to registered users via email at least 30 days before they take effect.
By continuing to use the Service after changes are posted, you agree to the updated Terms. If you do not agree to the changes, you may cancel your subscription before the changes take effect.
18. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact
If you have questions about these Terms, please contact us at alisher@poterna.com.