Terms of service

WebMetric is a service of Mivo Solutions Ltd, a company registered in KN 78 St, Nyarugenge, Kigali, Rwanda. In these terms, “we”, “us” and “our team” mean Mivo Solutions Ltd. “You” means the organization that creates a WebMetric account.

By creating an account, you accept these terms on behalf of that organization, and you confirm that you are allowed to do so. The data processing agreement forms part of these terms.

WebMetric is behaviour analytics for websites. You add our script to your site. It records page views, clicks, scroll depth and the custom events you send. WebMetric then shows you pages, heatmaps, funnels and, on plans that include it, session replay.

What each plan includes is listed in the plan comparison. Limits are enforced by the service itself, so the comparison always matches what you get.

• Give accurate details when you sign up, and keep them up to date.
• Keep passwords and read keys secret. Read keys are shown once and cannot be recovered.
• Write keys are public by design. They ship in your site’s JavaScript and can only send events to one project.
• You decide who joins your organization and which role each member holds. You are responsible for what your members do in your account.

Our order process is run by Paddle, our online reseller. Paddle is the Merchant of Record for every paid plan. That means Paddle sells the subscription to you, takes the payment, charges and pays any sales tax or VAT, issues your invoices and handles refunds. Paddle’s own buyer terms apply to the purchase.

Our list prices include tax. The amount on the Paddle checkout is what you pay. If a list price and the checkout ever disagree, the checkout is correct.

• A paid plan renews automatically at the end of each monthly or yearly period until you cancel it.
• You can cancel at any time, through the subscription link in your Paddle receipt or by writing to us. Cancelling stops the next renewal. You keep the paid plan until the current period ends, and your organization then moves to the Free plan.
• Cancelling does not by itself give a refund. Refunds follow the refund policy.

Refunds are issued by Paddle. You can get a full refund of your first payment if you ask within 14 days of it. Renewals are not refunded, except where the law requires it. The refund policy has the details.

Each plan includes a number of events per month. We tell your admins when you reach 80% of it. At 100% a banner appears and collection continues into a grace allowance of 10%. At 110% collection stops until the next month or until you upgrade. Periods affected by a stop are labelled as incomplete.

We never sample your data silently to stay under a limit. Data you have already collected is not deleted because of a missed payment before its normal retention period ends, and export stays available.

You are responsible for how WebMetric is used on your sites. In particular:

• Tell your visitors that you use WebMetric, in your own privacy notice, and collect any consent that the law where you or your visitors are requires.
• Do not send special category data. That includes health, religion, political opinions, sexual orientation, biometric or genetic data, and data about criminal offences.
• Keep personal data out of custom event names, custom properties, page URLs and query strings. Examples are email addresses, names, phone numbers and account numbers.
• Do not unmask form fields or page areas that hold personal or payment data in session replay.
• Install WebMetric only on sites you own or are allowed to measure.
• Do not try to get around plan limits, send traffic you did not generate from real visits, probe or overload our systems, or access another organization’s data.
• Do not use WebMetric for anything unlawful.

You own the data your sites send to WebMetric. We process it only to provide the service and only on your instructions, as the data processing agreement sets out. We do not sell it and we do not use it to train models.

You can export your data on every plan. Our support staff can view your workspace only in a read-only session that you can see in your audit log. The privacy policy explains the limits.

We work to keep WebMetric available and fast, but self-serve plans come with no uptime guarantee and no service credits. Any uptime commitment is made only in a separate signed Enterprise agreement. Support depends on your plan, as listed in the plan comparison.

We may improve or change WebMetric over time. If we remove a feature your plan includes, we will tell you first. If we change these terms in a way that matters to you, we will email your organization’s admins before the change takes effect. The version and date at the top of this page show which text applies.

• You can close your account at any time.
• We may suspend or close an account that breaks the acceptable use rules, puts other customers or our systems at risk, or is not paid for. Where we can, we will warn you first and give you time to fix the problem.
• For 30 days after your account closes, you can still ask us for an export of your data.
• We delete your data from our live systems, including rollups, within 30 days of the account closing. Copies in our backups roll off within a further 35 days.

WebMetric is provided as it is. Analytics can never be complete: ad blockers, Do Not Track, Global Privacy Control and bot filtering all mean some visits are not counted. To the extent the law allows, we give no warranty beyond what these terms state.

To the extent the law allows, our total liability to you for all claims relating to WebMetric is limited to the fees you paid for the service in the 12 months before the event that gave rise to the claim. We are not liable for indirect or consequential loss, or for lost profits, revenue or data that you could have exported. Nothing in these terms limits liability that the law does not allow to be limited.

These terms are governed by the laws of Rwanda, and the courts of Kigali have jurisdiction. If you are a consumer, you keep any rights that the law where you live gives you and that cannot be excluded by contract.

Questions about these terms go to info@mivosolutions.com.