Terms of service

What these terms cover#

They cover trckable.com, its documentation and trckable Cloud, the hosted service at cloud.trckable.com.

The trckable software you run yourself is not covered by these terms. It is covered by its open-source licences: AGPL-3.0 for the server and dashboard, MIT for the tracker and the npm package. Self-hosting is free, with every feature.

Your account#

• Use an email address you control, and keep your sign-in to yourself.
• You are responsible for what happens in your account, including what the people you invite do.
• Cloud is for business and personal projects run by adults. You must be at least 16.

Your data#

Your analytics, sites and settings are yours. We handle them only to run the service for you, as our privacy policy describes. Our data processing agreement applies to the analytics your sites collect, and is part of these terms.

You decide what your sites measure. So it is up to you to have a lawful basis for measuring your visitors, and to tell them about it in your own privacy notice.

trckable is built to make that easy: no IP addresses are stored, and a cookieless mode stores nothing in the browser.

Plans and billing#

• There is one plan, priced by the events your whole account records in a month. Every size includes every feature. The prices are on the home page.
• A new account starts with a 14-day trial, with no card needed. There is one trial per email address and per website: an account for an address or a site that already had a trial starts without one, or its trial ends a day after we tell you. If the trial ends without a plan, or a paid plan you cancelled ends, or the payments of a plan fail and Paddle's retries run out:
  • the account is read-only for 14 days: your traffic is still counted and your reports stay readable, but nothing can be changed;
  • then it is paused: no new traffic is counted and the dashboard is closed. The account's owner can still sign in to Cloud, which takes them to Plan & billing to choose a plan;
  • 16 days later it is deleted: 30 days after the trial or plan ended.
  We email you before each step. Choosing a plan at any point brings everything back as it was. A plan you chose in your trial and cancelled before its first payment never ran, so nothing ends: your trial goes on to its own end.
• If your traffic grows past your tier, we move you to the tier that fits, based on a two-month average: the last two complete months (just the one, while an account has only one), or, for an account in its first month, the days so far, counted as at least 14 days. We email you before you pay more. Events are never dropped because you went over.
• How a change is charged. A monthly plan that grows is charged the higher price only from a payment at least 7 days after our email. The change itself costs nothing, and a payment sooner than that is at the old price. A yearly plan that grows is charged the difference for the rest of its year, pro rata, from the 1st of the month after we email you. A yearly plan chosen during your trial that grows before its first payment is charged the bigger plan's yearly price at that first payment; we email you before. A plan that shrinks changes from your next payment if it is monthly, and at its renewal if it is yearly.
• You can move to a bigger plan yourself at any time, and from monthly to yearly. It is charged at once, pro rata: the unused time of what you leave is taken off, and Paddle's amount is shown before you confirm. A yearly plan stays yearly. You keep the plan you choose. It moves up by itself if your traffic grows.
• Paying yearly costs ten months' price for twelve, except the 500k plan: $336 a year. Whoever buys it at that price keeps $336 at every renewal for as long as the subscription stays on the 500k plan, paid yearly, even if the 500k plan's price changes later. That price ends, for good, if your plan changes to another size (whether you choose it, your traffic moves it, or our support moves it at your request), if you switch to monthly, or if your subscription ends (cancelled, payments that fail after Paddle's retries, or deleting your account, even if you restore it). After that, any plan you are on is charged at its current price, including the 500k plan if you come back to it.
• Our order process is conducted by our online reseller Paddle.com. Paddle is the Merchant of Record for all our orders: it sells the subscription to you, as Paddle.com Market Limited or, if you buy from the United States or Canada, Paddle's company there, as your receipt says. The prices include any tax due, which Paddle collects and pays. Your receipts and invoices come from Paddle, and Paddle's buyer terms apply to the payment.
• You can cancel at any time. Refunds work as our refund policy says: when you delete your account, or ask by email without deleting it, a payment of the last 14 days is refunded in full (once per account), and a yearly plan gets back the whole months it has not used. Cancelling stops the next payment; it does not refund the last one.
• Your price never goes up while you stay subscribed, and cancelling ends it. If we ever change a plan's price, the change applies to new subscriptions only. We tell you at least 30 days before any change to these terms that would affect what you pay. A launch discount, from a code, ends as stated when you use it: after the first year of a yearly plan, or the first 12 months of a monthly one. The plan's price then is its normal price, and that is not a price change. A change of plan, chosen or automatic, uses the new plan's current price.
• From the 500k-events tier, support questions are answered before others. There is no 24-hour service.

Fair use#

Cloud is shared by many customers, so a few things are not allowed:

• measuring sites you do not own or have no permission to measure;
• using trckable to follow people across sites, build profiles of them, or collect data the law forbids, such as health data without consent;
• sending events that are not real visits, to inflate numbers or to load the service;
• trying to reach other customers' data, or to get around rate limits and plan limits;
• reselling Cloud accounts as your own hosted service. If you want to host trckable for others, the software is yours to run.

Peek, the assistant, is included. Below the 500k plan it has a monthly allowance that the plan cards state, and at it answers pause until the 1st. From the 500k plan it is unlimited under fair use: people asking questions, not automated use, at up to 10 questions a minute and 300 a day for an account (1,000 a day from the 1M plan). We may slow down an account that goes beyond that or that is used by a script.

Up to the 500k-events tier an account can have up to 10 team members. Viewers and share links are not limited. Automated traffic from bots and AI crawlers is counted separately and does not count toward your plan.

If an account breaks these rules, we will tell you and give you a chance to fix it. We suspend an account without warning only to stop harm to the service or to other people.

Leaving#

Email support@trckable.com and we send your whole account as one file within 7 days. You can delete your account whenever you like. Your account is deleted 30 days after you ask, and you can restore it until then (or at once, if you email us), and the data leaves our backups within 30 days of that.

If we ever stop running Cloud, we will tell you at least 90 days ahead, so you have time to take your data home.

The service#

We work to keep Cloud fast, available and backed up, and to tell you promptly when something goes wrong. We do not promise it will never be down, and there is no service level agreement.

Cloud may change as trckable improves. We will not take away a feature your plan includes without telling you first.

Liability#

Cloud is provided as it is. As far as the law allows:

• we are not liable for indirect losses, such as lost profits or lost data you could have asked us to send you;
• our total liability is limited to what you paid us in the 12 months before the claim.

Nothing here limits liability that the law does not allow us to limit, such as for intent or gross negligence.

Changes#

If these terms change in a way that matters, Cloud customers hear about it by email at least 30 days before it applies. If you do not agree, you can cancel and ask us for your data before then.

Who we are#

trckable.com and trckable Cloud are provided by Trckable, registration code (NIPT) M31812005D, Rr. Kristaq Prifti, Tirana, Albania. The legal notice has the details.

These terms are governed by the laws of Albania, and disputes go to the competent courts of Tirana. If you are a consumer, you keep the mandatory consumer protections of the country where you live.

Questions about these terms and your account: support@trckable.com. Legal matters and notices: legal@trckable.com.