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This Privacy Policy explains what Personal Data We collect through Our Site and Platform, how and why We collect it, how We use and disclose the Personal Data We collect and information on how to exercise privacy rights over this Personal Data.
We have also included a section on the processing of Personal Data sent to Hotjar from visitors to a Hotjar Enabled Site.
We may revise this Privacy Policy from time to time but We will never do so in a manner that compromises Our commitment to respect the privacy of individuals. The most current version of this Privacy Policy governs Our practices for collecting, processing and disclosing Personal Data. We will provide notice via email to Our Customers and on this page of any material modifications to this Privacy Policy. Continued use of Our Site and/or Platform following the effective date of any modifications will constitute acceptance of the modified Agreement (this includes Our Terms of Service and in the Applicable Law.
Hotjar is a company headquartered in the European Union (EU) that provides Software as a Service (SaaS). Hotjar is a digital experience insights platform that provides visual behaviour insights, in-the-moment feedback, and 1:1 interviews, all in one place.
The Personal Data We collect depends on whether the individual is:
A visitor to the Hotjar Site
A Customer or user (the “User”) of the Hotjar Platform
A Tester who signed up on the Hotjar Platform
This section applies to Personal Data Hotjar collects from visitors to the Hotjar Site (Cookie Information page.
Visitors to Our Site have the opportunity to contact Us to ask Us questions, for example via a contact form, where We ask for contact information (e.g. name, email address etc.). We use this data solely in connection with answering the queries We receive.
If a visitor to Our Site receives emails from Us, We may use certain analytics tools, to capture data such as when the email is opened or when any links or banners in the email have been clicked. This data helps Us understand the effectiveness of Our communications and marketing campaigns.
The legal basis for this processing is Article 6(1)(f) GDPR.
This section applies to Personal Data Hotjar collects from its Customers, Users and Testers when making use of Hotjar’s Platform.
When someone signs up for an account with Hotjar, contacts Our customer support for assistance, or subscribes to Our content or special offers, We may ask for additional Personal Data such as their name, email address and additional details about them or the organization they represent.
We will solely process this Personal Data to provide Our Platform in accordance with Article 6(1)(b) GDPR. If you are a User of Our Platform on behalf of a Hotjar Customer that has concluded this Agreement with Hotjar, the legal basis for Hotjar to process your Personal Data is Article 6(1)(f) GDPR. Please refer to Our may delete their Hotjar account at any time. Users and Testers may delete their respective accounts through their account settings. After account deletion, We may retain Personal Data (in part or in whole) associated with the Customer, User or Tester to meet any regulatory and reporting requirements for the timeframes stipulated by law and to be able to address customer service issues. Any other Personal Data We were processing relating to Our Customer, Tester and/or Users of that Hotjar account will be deleted permanently within thirty (30) calendar days. This does not apply to any Personal Data collected as part of Customer research within the Engage Product. To maintian the quality of the research data, any research-related Personal Data may need to be kept for a reasonably required time.
We may use Personal Data and other Data about Our Customers, Users and/or Testers (including but not limited to demographic information, location information, information about the computer or device from which they access Our Platform) to create, wherever possible, anonymized and aggregated information and analytics. The legal basis for this data processing is Article 6(1)(f) GDPR.
The information We collect from Our Customers, Users and/or Testers is disclosed only in accordance with the Agreement and the Applicable Law.
THIS SECTION APPLIES ONLY TO THE REGISTERED TESTERS OF OUR ENGAGE PRODUCT
When a Tester signs up to the Engage Product, we will ask them to share some Personal Data with Us to create a Tester profile. The Tester profile information will be revealed to Hotjar and Our Customers, who may invite you to usability study interviews ("Interviews"). The Engage Product has been built to connect Testers with the best-matched Customers for their Interviews. Better matches means happier Customers and more payouts for Testers. We analyse the data Testers provide Us with, along with the information about the Tester’s use of Our Platform, to suggest a good Interview match.
We collect and process Tester Personal Data to allow Testers to participate in Customer research, as well as for database management, managing contacts and sending messages, analytics, managing Our hosting and backend infrastructure, paying Testers for their service, Tester registration and authentication and displaying content from external platforms.
The data categories we will ask Testers to provide in order to build the Tester profile may include but are not limited to, name, age, country of residence, educational background, profession, marital status, phone number and other registration information. This information allows us to effectively match Testers with the right Customers. Testers may also optionally upload an avatar or enter their gender, but can remove this at any time. If a Tester deletes their account, their profile data will be removed too. Depending on the context, the legal basis for this data processing is Article 6(1)(b) GDPR and Article 6(1)(f) GDPR.
We will also collect information that relates to how Testers use Our Platform. The categories of Personal Data relating to this include but are not limited to timezone, broad location (town or district), web browser, operating system and the device used, referral sources, email engagement data, data on how you use the Engage Product (including last login date and frequency) and account signup date. This information allows Us to personalize the Engage Product to Testers’ needs and to improve Our Engage Product. We do not collect precise, real-time information about the location of a Tester’s device. We delete (or anonymize) such Tester Personal Data as soon as you cancel your account. The legal basis for this data processing is Article 6(1)(f) GDPR.
On an entirely voluntary basis, Testers may choose to connect their social media account with their Tester profile. This will grant Us read-only access to their social media account and we will store their social media account ID, along with a secure 'access key' that these social media companies provide to Us. If Tester grants Us access, we may also process their email address that is associated with the social media account, name, profile picture, gender and age range, which we may use to enhance Tester profile data on the Engage Product. We use social media account data as a 'quality signal' to confirm that the Engage Product account belongs to a real person and therefore, sharing of social account data may affect the number of Interview invitations a Tester receives. We will never post content to a Tester’s social profile without their permission and we will never request or access their private messages on these accounts. Testers can choose to disconnect their social media accounts at any time, which will prevent Us from being able to access them. Social media account data will also be deleted if you choose to delete your Hotjar account. The legal basis for this data processing is Article 6(1)(a) GDPR.
In order to be able to remunerate Our Testers we will process payment related information that Testers share with Us such as PayPal email address, residential address, etc.. We may also need to keep a history of payments made to Testers. This is needed to comply with accounting and legal rules. This data may be kept up to seven (7) years. The legal basis for this data processing is Article 6(1)(b) GDPR.
We use a select number of trusted external service providers for certain technical data analysis, processing and/or storage offerings (e.g., IT and related services). These Third Party service providers are carefully selected and meet high data protection and security standards. We only share data with them that is required for the services offered and We contractually bind them to keep any information We share with them as confidential and to process Personal Data only according to Our instructions. The legal basis for such processing would be Article 6(1)(f) GDPR.
In addition to services providers, other categories of Third Parties may include:
Vendors/public institutions. To the extent that this is necessary in order to make use of certain services requiring special expertise (such as legal, accounting or auditing services) We may share Personal Data with vendors of such services or public institutions that offer them (e.g. courts). The legal basis of this data processing is Article 6(1)(f) GDPR.
Disclosure in the Event of Merger, Sale, or Other Asset Transfers. If We are involved in a merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, purchase or sale of assets, or transition of service to another provider, then Data may be sold or transferred as part of such a transaction, as permitted by law and/or contract. The legal basis for such processing would be Article 6(1)(f) GDPR.
Other than the cases mentioned above, We will only transfer Personal Data to Third Parties without express consent in accordance with Article 6(1)(a) GDPR or if We are obliged to do so by statutory law or by instruction from a public authority or court as outlined in Our Data Storage.
Hotjar’s Platform is not directed to children under 13 (or other age as required by local law), and We do not knowingly collect Personal Data from children. If you learn that your child has provided Us with Personal Data without your consent, you may contact Us at [email protected]. If We learn that We have collected a child’s Personal Data in violation of Applicable Law, We will promptly take steps to investigate this, delete such information and, if applicable, terminate the child’s account. We will also make sure to have preventive measures in place for this not to happen again in the future.
If you are a visitor to Our Site or a Customer, User and/or Tester of Our Platform and We have collected Personal Data about you, you have a right to access and to be informed about what Personal Data is processed by Hotjar, a right to rectification/correction, erasure/anonymization and restriction of processing (subject to certain exceptions and other requirements prescribed by law). You also have the right to receive from Hotjar a structured, common and machine-readable format of Personal Data you provided Us.
When you have provided consent, you may withdraw it at any time, without affecting the lawfulness of the processing that was carried out prior to withdrawing it. Whenever you withdraw consent, you acknowledge and accept that this may have a negative influence on the quality of Our Site and/or Platform. Please be aware that when you withdraw consent, We may delete the Personal Data previously processed on the basis of your consent and will not be allowed to keep it further which will mean that it cannot be accessed, downloaded or otherwise secured by you.
In addition, you have the right to lodge a complaint with your respective data protection authority.
To protect your privacy, We take steps to verify your identity before fulfilling your request. We can only identify you via your email address and we can only adhere to your request and provide information if We have Personal Data about you through you having made contact with Us directly and/or you are using Our Site and/or Platform.
To protect your privacy, We will take steps to verify your identity before fulfilling any consumer request under the Applicable Law. When you make a request, We will ask you to provide sufficient information that allows Us to reasonably verify you are the person We collected Personal Data about or an authorized representative, which may include your email address.
This section only applies to Our processing of Personal Data as a “business” under the California Consumer Privacy Act (CCPA).
The CCPA provides California residents with the right to know what Acceptable Use Policy. You can get more information about Hotjar by visiting Our Site.
If you are a visitor to a Hotjar Enabled Site, Hotjar may temporarily process your IP address so that We can ensure Our service is running smoothly and improve the quality of Our Platform. Any IP addresses We process are used exclusively for associated performance metrics (i.e. data related to how well Our Platform performs on the Hotjar Enable Site) and to monitor and track application errors. For this purpose, We may temporarily store your IP address with Hotjar’s compare markup changes between version 7 and 7.1)