Privacy policy

We act as controller for account, platform, security, website, support, and marketing data. For journey content entered by business customers about their own customers, employees, patients, or users, we generally act as processor and process that content on the customer's instructions.

Depending on how you use the product, we may process:

• Account data, such as email address, authentication ID, and session data.
• Profile and workspace data, including names, slugs, members, roles, and invites.
• Journey content, such as personas, segments, touchpoints, pain points, opportunities, evidence, KPIs, actions, and exports.
• Collaboration data, including edit history, version history, member lists, and public share settings.
• Uploaded documents and selected journey context when you use AI extraction or generation features.
• Support, diagnostic, and security data, such as messages, logs, request metadata, and abuse-prevention signals.

• To provide authentication, workspaces, collaboration, storage, exports, and product functionality.
• To generate AI-assisted suggestions when you explicitly request them.
• To secure the service, prevent misuse, debug issues, and maintain auditability.
• To respond to support requests and manage beta access.
• To send product or marketing messages only where we have a valid basis or consent.

We usually rely on contract to provide the service, legitimate interests for security, support, diagnostics, and product operations, consent for optional marketing or non-essential cookies, and legal obligation where applicable. When we process customer journey content as a processor, the customer determines the legal basis for that content and our processing is governed by a data processing agreement.

Account, workspace, and journey data is stored in Supabase. Operational logs and high-volume AI usage records may also be stored in a local Postgres database on our VPS infrastructure. The app uses row-level security, workspace membership checks, and server-side authorization to restrict access. AI providers receive data only when you invoke AI features. See Subprocessors for the current vendor list.

The AI features (persona suggestions, stage suggestions, insights analysis, review analysis, action plan generation, and document extraction) only run when you explicitly trigger them. Depending on your workspace plan and platform settings, requests may be processed locally through self-hosted Ollama or by configured cloud providers such as Gemini or Claude. Free workspaces may use free-tier AI providers; paid workspaces use private AI routing intended to prevent prompts and outputs from being used for model training. Do not submit sensitive or regulated personal data unless you have the right to do so and your agreement with us permits it.

We do not sell your personal data. We share data with subprocessors needed to run the service. Workspace members may see data according to their role. If you enable a public share link, anyone with that link may be able to view the shared journey until you disable sharing or delete the journey.

We keep account and workspace data while your account or workspace is active. Journey content is kept until deleted by you or your workspace. Journey versions are capped by the product, and invitations expire after a limited period. Uploaded AI documents should not be retained after processing unless the product explicitly says otherwise. Security and support logs are retained only as long as needed for operations, security, legal, or support purposes. Accounts that remain inactive for 12 consecutive months may be deleted after prior email notice and a reasonable opportunity to sign in or export data, unless earlier action is required for security, abuse prevention, or legal reasons.

• Data processing addendum explains processor terms for business customers.
• Terms of use cover account rules, service use, and inactive account deletion.
• Cookies policy lists cookies and local storage used by the app.
• Subprocessors lists infrastructure and service providers.

Depending on your location and role, you may request access, correction, deletion, restriction, portability, objection, or withdrawal of consent. If your data was entered by one of our business customers, we may redirect your request to that customer as the controller. To make a request, contact contact@customerexperience.ro.

Some providers may process data outside the European Economic Area. Where required, we rely on appropriate safeguards such as data processing agreements and standard contractual clauses.

For GDPR-related requests (access, rectification, deletion, data portability, restriction or objection to processing), contact us at dpo@customerexperience.ro. We respond within 30 calendar days as required by GDPR Article 12(3). For account deletion you can also self-serve via Settings → Privacy & Data.

You have the right to lodge a complaint with the Romanian National Supervisory Authority for Personal Data Processing (ANSPDCP) at www.dataprotection.ro (B-dul G-ral. Gheorghe Magheru 28-30, Sector 1, București), or directly with the supervisory authority in the EU/EEA member state where you live, work, or where the alleged infringement took place.

The data controller for Journey Builder is CUSTOMER EXPERIENCE SRL, registered in Romania — CUI 44615490, J40/12460/2021, Aleea Coloana Infinitului, Sector 6, București.

General privacy questions or feedback: contact@customerexperience.ro. For formal GDPR requests use dpo@customerexperience.ro.