This Privacy Notice for ChurnSense ("we," "us," or "our") describes how and why we might access, collect, store, use, and/or share ("process") your personal information when you use our services, including when you:
- Visit our website at https://getchurnsense.com or any website of ours that links to this Privacy Notice
- Use ChurnSense — an AI-powered customer retention platform that helps SaaS companies identify at-risk accounts and reduce churn using behavioural analytics and predictive models
- Engage with us in other related ways, including any marketing or events
Questions or concerns? Contact us at support@getchurnsense.com.
1. What Information Do We Collect?
Personal information you disclose to us
In Short: We collect personal information that you provide to us.
We collect personal information that you voluntarily provide to us when you register on the Services, express an interest in obtaining information about us or our products and Services, when you participate in activities on the Services, or otherwise when you contact us. The personal information we collect may include:
- Email addresses
- Passwords (stored as a bcrypt hash — we never store plaintext passwords)
- Customer behavioural data. When you connect your product to ChurnSense via our JavaScript snippet, Stripe webhook, or CSV import, we collect data about your customers' activity including login frequency, feature usage, NPS scores, support ticket volume, subscription plan, and monthly recurring revenue. This data is processed solely to provide churn prediction services to you.
Sensitive Information. We do not process sensitive personal information.
All personal information that you provide to us must be true, complete, and accurate, and you must notify us of any changes.
2. How Do We Process Your Information?
In Short: We process your information to provide, improve, and administer our Services, communicate with you, for security and fraud prevention, and to comply with law.
- Account creation and authentication. We process your information so you can create and log in to your account.
- Service delivery. We process your information to provide churn prediction, account health monitoring, analytics, and other ChurnSense services.
- User support. We process your information to respond to your inquiries and solve any potential issues.
- Administrative communications. We may send account notifications, security alerts, and updates regarding our services.
- Fraud prevention and security. We process your information to detect, investigate, and prevent fraud, abuse, and unauthorised activity.
- Machine learning and model improvement. We use behavioural data to train, evaluate, and improve our per-tenant predictive models.
- Legal compliance. We may process your information to comply with our legal obligations.
3. What Legal Bases Do We Rely On?
In Short: We only process your personal information when we have a valid legal reason to do so under applicable law.
If you are located in the EU or UK, we may rely on the following legal bases under the GDPR and UK GDPR:
- Consent. We may process your information if you have given us permission for a specific purpose. You can withdraw your consent at any time.
- Performance of a Contract. We may process your personal information when necessary to fulfil our contractual obligations to you.
- Legitimate Interests. We may process your information when reasonably necessary for our legitimate business interests, including fraud prevention and improving user experience.
- Legal Obligations. We may process your information where necessary for compliance with our legal obligations.
If you are located in Canada, we may process your information with your express or implied consent, or in exceptional cases permitted by applicable law without your consent.
4. When and With Whom Do We Share Your Information?
In Short: We share information only with our infrastructure providers. We never sell your data.
We share your information with the following third-party service providers, each of whom maintains their own privacy and security standards:
We may also share information in connection with any merger, sale, or acquisition of all or a portion of our business.
We do not sell your personal information to third parties.
5. Do We Use Cookies and Other Tracking Technologies?
We do not use cookies. We use browser localStorage to store your session token and preferences (such as dark mode). This data stays in your browser and is not transmitted to third parties. You can clear this at any time by signing out or clearing your browser storage.
6. Do We Offer AI-Based Products?
In Short: Yes — our core product is powered by machine learning.
ChurnSense trains a per-tenant XGBoost machine learning model on your customer behavioural data to predict which accounts are likely to churn. Our AI products include:
- AI predictive analytics — churn probability scores for each customer account
- AI insights — SHAP-based explanations of the top factors driving each account's risk score
- AI-generated save emails — personalised outreach messages generated via Anthropic's Claude API
To opt out of AI-generated emails, contact us at support@getchurnsense.com.
7. How Long Do We Keep Your Information?
In Short: We keep your information for as long as you have an account with us.
We will only keep your personal information for as long as it is necessary for the purposes set out in this Privacy Notice. When you delete your account, we delete all associated data immediately — including all customer records, events, churn scores, and your trained ML model file.
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it, or securely store and isolate it until deletion is possible.
8. How Do We Keep Your Information Safe?
In Short: We use technical and organisational security measures to protect your information.
We have implemented appropriate and reasonable technical and organisational security measures including:
- bcrypt password hashing
- JWT-based session authentication with 24-hour expiry
- Rate limiting on all API endpoints
- Multi-tenant data isolation — each tenant's data is strictly separated at the application layer
- HTTPS encryption in transit (on deployed instances)
However, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure. Transmission of personal information to and from our Services is at your own risk.
9. Do We Collect Information From Minors?
In Short: No. We do not knowingly collect data from or market to children under 18.
Our services are intended for business professionals and are not directed at children under the age of 18. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly.
10. What Are Your Privacy Rights?
In Short: Depending on your location, you have rights over your personal information including access, correction, deletion, and portability.
In some regions (EEA, UK, Switzerland, and Canada), you have certain rights under applicable data protection laws, including the right to:
- Request access to and obtain a copy of your personal information
- Request rectification or erasure
- Restrict the processing of your personal information
- Data portability
- Not be subject to automated decision-making without human review
- Object to the processing of your personal information
If you are in the EEA or UK and believe we are unlawfully processing your information, you may complain to your Member State data protection authority or UK data protection authority.
Account Information
To terminate your account and delete all associated data, use the "Delete account" option in the Settings page of your dashboard, or contact us directly. If you have questions about your privacy rights, email us at support@getchurnsense.com.
11. Controls for Do-Not-Track Features
Most web browsers include a Do-Not-Track ("DNT") feature you can activate to signal your privacy preference. At this stage, no uniform technology standard for recognising and implementing DNT signals has been finalised. As such, we do not currently respond to DNT browser signals. If a standard for online tracking is adopted that we must follow in the future, we will inform you in a revised version of this Privacy Notice.
12. Do United States Residents Have Specific Privacy Rights?
In Short: Yes, if you are a resident of certain US states, you have specific rights regarding your personal information.
If you are a resident of California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah, or Virginia, you may have the right to request access to, correct, or delete the personal information we maintain about you.
Categories of Personal Information We Collect
| Category | Examples | Collected |
|---|---|---|
| A. Identifiers | Email address, account name, unique identifier | YES |
| B. California Customer Records | Name, contact information, financial information | NO |
| C. Protected classification characteristics | Gender, age, race, national origin | NO |
| D. Commercial information | Subscription plan and revenue data of your end-users, collected to provide churn prediction services | YES |
| E. Biometric information | Fingerprints, voiceprints | NO |
| F. Internet or network activity | Browsing history, interest data | NO |
| G. Geolocation data | Device location | NO |
| H. Audio, electronic, sensory information | Images, audio, video recordings | NO |
| I. Professional or employment information | Job title, work history | NO |
| J. Education information | Student records | NO |
| K. Inferences | Churn risk profiles drawn from behavioural data | YES |
| L. Sensitive personal information | — | NO |
We retain categories A, D, and K for as long as you have an account with us.
Your Rights
You have the right to know, access, correct, delete, and obtain a copy of your personal data. You also have the right to non-discrimination for exercising these rights, and the right to opt out of the processing of your personal data for targeted advertising or sale (we do neither).
How to Exercise Your Rights
Contact us by emailing support@getchurnsense.com. We will verify your identity and respond in accordance with applicable law.
Appeals
If we decline to take action regarding your request, you may appeal by emailing support@getchurnsense.com. If your appeal is denied, you may submit a complaint to your state attorney general.
California "Shine The Light" Law
California Civil Code Section 1798.83 permits California residents to request information about personal information disclosed to third parties for direct marketing purposes. We do not disclose personal information to third parties for direct marketing purposes.
13. Do We Make Updates to This Notice?
In Short: Yes, we will update this notice as necessary to stay compliant with relevant laws.
We may update this Privacy Notice from time to time. The updated version will be indicated by an updated date at the top of this notice. If we make material changes, we may notify you by posting a notice or by sending you a notification directly.
14. How Can You Contact Us About This Notice?
If you have questions or comments about this notice, you may contact us at:
15. How Can You Review, Update, or Delete the Data We Collect From You?
Based on the applicable laws of your country or state of residence, you may have the right to request access to the personal information we collect from you, correct inaccuracies, or delete your personal information.
The fastest way to delete all your data is to use the Delete account button in your dashboard (Settings page → Danger Zone). This immediately and permanently deletes your account, all customer records, all events, all churn scores, and your trained ML model.
To request access to or a copy of your data, email us at support@getchurnsense.com and we will respond within 30 days.