Privacy policy

Who we are

Quackback Ltd. operates Quackback, customer support and feedback software, at quackback.io. This policy explains what data we collect, how we use it, and what rights you have. It applies to the hosted version of Quackback. If you self-host Quackback, you manage your own data and this policy does not apply.

What data we collect

We collect information you provide when creating an account, such as your name and email address. When you use the platform, we store the feedback, votes, comments, and other content you submit. We also collect product analytics through PostHog and Google Analytics, and session recordings through PostHog and Microsoft Clarity, to understand how people use Quackback and where we can improve. Recordings mask what you type into forms.

How we use your data

We use your data to provide and operate the Quackback service, including delivering feedback boards, roadmaps, changelogs, support conversations and help center content. We use analytics data to improve the product and fix issues. We use your email address to send transactional messages related to your account. We do not sell your data to third parties.

Third-party services

We use a small number of third-party services to operate Quackback. Quackback Cloud, including its databases, runs on Railway. Cloudflare hosts this website and provides content delivery, DNS, file storage and inbound email routing. Amazon Web Services (Amazon SES and Amazon SQS) sends email and reports delivery bounces. Stripe processes billing. Content you send to Quackback AI is processed through OpenRouter, which routes requests to model providers such as OpenAI. PostHog, Google Analytics and Microsoft Clarity collect usage analytics, and CookieYes records your cookie consent choice. Each of these services has its own privacy policy governing how it processes data.

Cookies

Quackback uses essential cookies to manage sessions and keep you logged in. We also use analytics cookies from PostHog, Google Analytics and Microsoft Clarity to understand usage patterns. On this website, PostHog, Google Analytics, Microsoft Clarity and the pageview tracking in the Quackback feedback widget (which keeps a visitor ID in your browser) run only after you accept analytics cookies in the consent banner. Visitor analytics, available on every Quackback Cloud plan, count anonymous page views on a workspace's feedback portal and widget. These counts are cookieless: they use a daily-salted hash and a device identifier kept in the visitor's browser storage. You can disable analytics cookies in your browser settings without affecting the core functionality of the platform.

Data retention

We retain your data for as long as your workspace is active. When you delete a workspace, you can restore it for 30 days. It is permanently deleted after that window, not during it, and it leaves our backups as they expire. To have your personal data erased sooner, email support@quackback.io. Some anonymised, aggregated data may be retained for analytics purposes.

Your rights

You can access, update, or delete your personal data at any time through the Quackback platform. You can also export your data. If you need help exercising any of these rights, contact us at support@quackback.io.

Self-hosted instances

Quackback is open source and can be self-hosted. If you run your own instance, you are the data controller for that instance. We have no access to data stored on self-hosted deployments. You are responsible for your own privacy practices.

Changes to this policy

We may update this policy from time to time. If we make significant changes, we will notify you through the platform or by email. Continued use of Quackback after changes take effect constitutes acceptance of the updated policy.

Contact

If you have questions about this privacy policy, contact us at support@quackback.io.