Privacy Policy

Last updated: July 22, 2026

This Privacy Policy explains what personal data Gripe (“Gripe”, “we”, “us”) processes, why, how, and the rights you have under the EU General Data Protection Regulation (GDPR) and the French Data Protection Act (loi Informatique et Libertés).

1. Who we are & in what role

Gripe is operated by Paul-Henri Blaiset, an individual based in France. We process personal data in two distinct roles:

• As data controller — for the data we process for our own purposes: your account data, data you give us on this website, and our billing and security records.
• As data processor — for the end-user feedback captured through the widget on our customers' sites. For that data, our customer (the business that deploys the widget) is the controller and decides the purposes; Gripe processes it only on the customer's documented instructions and solely to provide the Service. If you are an end-user and want to exercise your rights over feedback you submitted, contact the business whose site you used; we will assist them as their processor.

For any privacy question or to exercise your rights against Gripe as controller, contact us at privacy@usegripe.com.

2. What data we process

• Account data (controller) — when you create an account on app.usegripe.com: name, email, and the authentication identifiers from your sign-in method. If you sign in with Google or Microsoft, we receive your name and email address from that provider, which acts as an independent controller for your account with them. We never receive your password, and we request no access to your mailbox, files or contacts.
• Feedback data (processor, on behalf of our customer) — submitted by end-users through the widget: voice recordings, transcripts, text messages, optional screenshots, page URL, and device/browser metadata (including an approximate location derived from the IP address). End-users give explicit consent before any voice or text capture.
  • Voice. Raw audio is transcribed in memory only and is never stored; we keep the text transcript, not the recording.
  • Screenshots. When a screenshot is captured, all on-page text is blurred in the end-user's browser before the image is stored, so stored screenshots carry visual context without the underlying text.
• Billing data — when you subscribe, payment is handled by our Merchant of Record, Polar (section 5). Polar processes your billing details and card data; Gripe receives only limited billing metadata (plan, subscription status, and the identifiers needed to reconcile your account), never your full card number.
• Website & optional signup data (controller) — if you leave your email with us on usegripe.com, we store your email, the date, the page section, a hashed IP (SHA-256, not the raw address) and your user-agent string, to contact you about the Service.
• Technical data (controller) — strictly-necessary authentication cookies, HTTP logs (security and rate-limiting) and aggregate usage metrics. No advertising or cross-site tracking cookies.
• Product analytics (controller) — on usegripe.com, fully cookieless, aggregate page statistics: nothing is stored on your device and no cross-visit identifier exists. On app.usegripe.com (the dashboard, logged-in), usage events tied to your account identifier (never your email or name) and session replays of the dashboard UI in which all text content and all inputs are masked before leaving your browser — a replay shows the interface layout and interactions, never what is written in it. Processed by PostHog on EU servers (section 5). End-user feedback captured by the widget on our customers' sites contains no analytics whatsoever — the widget ships none.

3. Why we process it (legal basis — art. 6 GDPR)

For the feedback data we handle as processor, the legal basis is chosen and documented by our customer (the controller), not by us. For the data we handle as controller:

• Performance of a contract (art. 6.1.b): creating and running your account, delivering the Service and support.
• Legitimate interest (art. 6.1.f): securing the Service (rate-limiting, abuse prevention), improving the product (aggregate analytics), and sending service and product-update messages to existing customers. You can object at any time.
• Consent (art. 6.1.a): any optional marketing email you opt into. Consent can be withdrawn at any time without affecting the lawfulness of prior processing.
• Legal obligation (art. 6.1.c): keeping billing and accounting records.

4. How long we keep it

• Account data: as long as your account exists. We delete it within 30 days of account closure (unless we're required to keep it longer for legal reasons).
• Feedback content (as processor): kept while the customer's workspace exists; deleted on the customer's instruction, on deletion of the item, or on workspace closure. Raw audio is never retained (section 2).
• Billing and accounting records: retained for the period required by applicable accounting law (up to 10 years in France).
• Website/optional signup data: until you ask us to delete it or it is no longer needed.
• Security and HTTP logs: 90 days, then automatically purged.

5. Who we share it with

We do not sell your data and we never share it for advertising purposes. We use the following sub-processors and payment provider, all bound by data-protection agreements:

• Supabase (EU region): database, authentication and storage. Data is stored at rest in the European Union.
• Vercel: hosting and edge delivery of the landing and dashboard.
• OpenAI (Whisper API): voice transcription. Audio is processed in transit only; OpenAI confirms it is not used for model training.
• Anthropic (Claude API): AI clarification and categorization of feedback. Anthropic confirms inputs are not used for model training.
• Polar (Merchant of Record): checkout, subscription billing, invoicing and tax collection. As Merchant of Record, Polar is the reseller of record and acts as an independent controller for the payment and tax data it processes.
• Resend: transactional email delivery (account and service emails).
• Sentry: application error and diagnostic data, used to detect and fix bugs. We do not intentionally send feedback content to Sentry.
• PostHog (EU Cloud): product analytics for our own website and dashboard (section 2). Hosted in the European Union; receives usage events and fully-masked dashboard session replays (all text and inputs redacted in the browser) — never end-user feedback content, emails or names.

If you enable an optional integration (e.g. Linear or Slack), that provider becomes an additional recipient for the feedback you choose to send it. Our full, maintained sub-processor list is at app.usegripe.com/legal/sub-processors.

6. International transfers

Some of our providers are based outside the European Union. Transfers to our US-based providers (OpenAI, Anthropic, Vercel and Resend) are covered by the European Commission's Standard Contractual Clauses (SCC) and supplementary measures (encryption in transit and at rest, access controls). Where our error-monitoring provider (Sentry) processes data outside the EU, the same safeguards apply. Polar acts as our Merchant of Record and applies its own transfer safeguards for the billing data it handles (section 5). Our product analytics provider (PostHog) is used on its EU Cloud: that data is stored and processed in the European Union, with no transfer outside the EU. You can request a copy of the relevant SCCs.

7. Your rights

Under the GDPR, you have the right to:

• access the personal data we hold about you (art. 15);
• rectify inaccurate data (art. 16);
• erase your data (art. 17), subject to legal exceptions;
• restrict processing in specific cases (art. 18);
• receive your data in a portable format (art. 20);
• object to processing based on legitimate interest (art. 21);
• not be subject to a decision based solely on automated processing (art. 22);
• lodge a complaint with the French data-protection authority, CNIL.

For data we hold as controller, write to privacy@usegripe.com; we respond within 30 days. For feedback data (where a business customer is the controller), send your request to that business — we will assist them as their processor.

8. Cookies & local storage

usegripe.com (this site) uses no tracking or advertising cookies — its analytics are cookieless and store nothing on your device (section 2). app.usegripe.com (the dashboard) sets a strictly necessary authentication cookie when you log in — required for the service to function and exempt from prior consent under the ePrivacy directive — and uses browser local storage (not a cookie) for the dashboard analytics described in section 2, tied to your account for the duration of your use of the Service.

9. Security

We encrypt data in transit (TLS 1.2+) and at rest. Access to production systems is restricted to the people who strictly need it and is logged. We follow the principle of least privilege and a strict secret-rotation policy. In the event of a personal data breach, we notify the CNIL within 72 hours of becoming aware of it (art. 33 GDPR), and inform affected individuals without undue delay where the breach is likely to result in a high risk to their rights and freedoms (art. 34).

10. Children

Gripe is a B2B SaaS for product teams. It is not directed to children under 16, and we do not knowingly collect personal data from them.

11. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top reflects the latest revision. Material changes will be communicated by email to registered customers.

12. Contact

Paul-Henri Blaiset
France
privacy@usegripe.com