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Terms of service

Last updated 13 October 2026

These terms are an agreement between you and Bernat Relats Martinez ("we"), who runs UserJourney (the "service"): the website, the dashboard at userjourney.dev, the snippet (uj.js) and the server API. By creating an account or installing the snippet you accept them. If you use the service for an organisation, you accept them on its behalf.

1. The service

UserJourney shows the founders of SaaS products where each of their users is, from the first visit to paying (sources, sign-ups, onboarding steps, activation, trials, payments, risk of churn), and helps bring stuck users back with emails ("playbooks") and in-app cards sent on the founder's behalf. You add the snippet to your own website and app, identify your signed-in users, and may connect your Paddle or Stripe account so payments appear in the journey.

2. Accounts

  • You sign in with one of the accounts offered on the sign-in page (for example GitHub). Keep access to that account secure; you're responsible for what happens under it.
  • You must be at least 16 years old, or the minimum age of digital consent in your country, to have an account.
  • Invite only people you trust to your projects: everyone on a project's team can see its data.

3. Plans and payments

  • The Free plan costs nothing. Paid plans (Starter and Growth) are subscriptions billed monthly or yearly in advance, at the prices on the pricing page when you subscribe. Prices include VAT where it applies.
  • Payments are handled by Paddle, our merchant of record and the seller of record for your purchase. Paddle's buyer terms also apply, and invoices come from Paddle.
  • Subscriptions renew automatically until cancelled. You can cancel at any time from Billing; you keep the paid plan until the end of the period already paid, then your account moves to Free.
  • Upgrading takes effect at once and is charged prorated for the rest of the period. Downgrading takes effect at the end of the period.
  • If a payment fails, Paddle retries it for a while; if it keeps failing, the subscription ends and your account moves to Free.
  • We may give a plan free for a limited time (for example to early users). It ends on its own on the date shown in Billing, with nothing charged, and can't be exchanged for money or transferred. If you also subscribe, the better of the two plans applies while both run.
  • Refunds follow the refund policy.
  • We may change prices; a change never applies to a period you already paid, and we tell you by email at least 30 days before it applies to your subscription.

4. Limits and fair use

Each plan has limits (projects, people followed, history, people per project), described on the pricing page. Over the limit of people followed nothing is lost: sign-ups keep arriving, and the playbooks and in-app cards pause until you upgrade. "Unlimited" means fair use: if one account's use puts the service at risk for others, we'll contact you first and may apply reasonable limits.

5. Acceptable use

You agree:

  • to install the snippet only on websites and apps you own or run, and to tell your users about it in your own privacy policy;
  • to send us only what the service needs (a user id and, if you choose, their email and name, plus step and event names), never special categories of data, passwords, payment card data or other sensitive information;
  • to email through playbooks only people who signed up to your own product, about your product, and not to use them for unsolicited marketing or anything misleading or unlawful;
  • not to send fake or automated data, try to get around limits, or overload, probe or attack the service;
  • not to access projects you're not a member of, or share your project's secret key;
  • not to resell the service or copy it to build a competing one.

We may suspend accounts or projects that break these rules, telling you why unless the law or an ongoing abuse prevents it.

6. Your data

  • The data your website, app and payment provider send to your projects, and what you write in the dashboard, is yours. You give us the permission needed to store, process and show it to you and your team, and to send the emails and in-app cards you turn on, in order to run the service.
  • For the data about your users (visitors, sign-ups, customers), you are the controller and we are your processor (section 7). You are responsible for having a legal basis to process it and to send them the emails you turn on, and for answering their requests; we'll help.
  • Events (page views, steps, payments) older than 400 days are deleted; how far back the dashboard shows depends on your plan. Deleting a project deletes its data at once; to delete your whole account, write to us and we'll do it.
  • We may use aggregated, anonymous statistics across all projects (for example typical activation rates) that never identify a project, customer or person.

7. Data processing

When we process personal data on your behalf (your users' ids, emails and names you send, their activity in your product, daily visitor hashes, payment events from your Paddle or Stripe account, and the emails and cards sent to them), we:

  • process it only to provide the service as described in these terms and the documentation, which are your instructions;
  • keep it confidential, limit access to it and protect it with appropriate technical and organisational measures (encrypted connections, access checks on every request, data separated per project);
  • use only the subprocessors listed in the privacy policy, and tell you before adding new ones;
  • help you answer data subjects' requests and notify you without undue delay of a personal data breach affecting your data;
  • delete it when you delete the project or your account, or when its retention period ends.

8. Availability and changes

We work to keep the service available and your data safe, but we don't guarantee it will be uninterrupted or error-free. We may change or improve features; if we remove a paid feature you rely on, you can cancel and ask for a prorated refund of the unused period.

9. Liability

The service is provided "as is". To the extent the law allows, we aren't liable for indirect or consequential losses (lost profits, revenue or data), and our total liability for any claim is limited to what you paid us in the 12 months before it. Nothing in these terms limits liability that can't be limited by law, or the rights you have as a consumer.

10. Ending

You can stop using the service and ask us to delete your account at any time by writing to hello@userjourney.dev; this ends any subscription at once and deletes your projects and their data. We may end the service with at least 60 days' notice, refunding any unused paid period.

11. Changes to these terms

We'll tell you by email or in the dashboard at least 30 days before material changes take effect. If you don't agree, you can cancel before then.

12. Law and disputes

These terms are governed by Spanish law. Disputes go to the courts of Barcelona, Spain, unless you're a consumer, in which case you can also use the courts of where you live. EU consumers can also use the EU online dispute resolution platform.

13. Contact

Bernat Relats Martinez, Carrer Rosella, 38, 08415 Bigues i Riells (Barcelona), Spain. Email: hello@userjourney.dev.