Userflix — Privacy Policy
Effective date: August 2026 · Version: 1.2
This Privacy Policy is available in German and English. In case of any discrepancy in interpretation, the German version prevails.
1. Who we are
Userflix UG (haftungsbeschränkt) Jülicher Straße 11, 53909 Zülpich, Germany Commercial Register: Amtsgericht Bonn, HRB 29669 · VAT ID: DE453259092 Contact for privacy matters: support@getuserflix.com
Userflix operates an AI-moderated qualitative research platform on which business customers design and run interviews. This policy describes how we handle personal data for which we decide the purposes and means of processing (i.e. where we act as controller).
We have not appointed a Data Protection Officer, as we are not legally required to do so. If this changes, we will update this policy and publish the DPO's contact details. You can reach our privacy contact at the address above.
2. Scope — and the important distinction between our two roles
Userflix processes personal data in two legally different capacities. This distinction determines which document applies to you.
(a) Where Userflix is the controller — this policy applies. This covers the personal data of:
- account holders and their authorised users (our business customers' team members who log in);
- website visitors and prospects;
- people who contact our support or communicate with us;
- newsletter subscribers;
- job applicants and people who correspond with us.
(b) Where Userflix is a processor — this policy does not determine the customer's processing. When a business customer runs interviews through the Service, that customer is the controller of the interview transcripts and participant data, and Userflix acts as a processor on the customer's documented instructions. That relationship is governed by the DPA/AVV between Userflix and the customer, and participant-facing information is provided through the Userflix Participant Terms and any study-specific notice supplied by the customer. We do not access interview transcripts except on the customer's instruction, for support or incident response, or where required by law, and in each case in accordance with the DPA. Userflix does not persist raw audio, camera, or screen/video recordings from the standard interview flow. Audio is processed in realtime to conduct and transcribe the interview; screen content is transmitted only where expressly enabled, and camera content is not transmitted in the productive standard configuration. Provider-side transient processing and expressly selected stateful features remain subject to the configured service.
Userflix provides its Services to businesses only and does not offer them to consumers.
3. What we collect, why, and our legal basis
We only collect what we need. The table below sets out each category, the purpose, and the legal basis under Art. 6(1) GDPR.
| Data category | What it includes | Purpose | Legal basis |
|---|---|---|---|
| Account data | Name, email address, account credentials and settings, and a profile image where provided directly or through a configured identity provider | Create and administer your account; provide the Service | Performance of a contract — Art. 6(1)(b) |
| Usage & website-analytics data | Operational usage data generated by the Service; on the public website, pages visited, referral source, session length and navigation paths collected through PostHog after consent | Operate and troubleshoot the Service; understand and improve the public website | For storing or accessing information on your device through non-essential analytics technologies: your consent — Art. 6(1)(a) and §25(1) TDDDG. Operational processing necessary to provide and secure the Service rests on contract performance and our legitimate interests — Art. 6(1)(b) and (f) |
| Technical log & device data | IP address, browser type/version and settings, operating system, device type and identifiers, language preferences, timestamps, crash data | Deliver, secure and troubleshoot the Service; detect and prevent abuse | Legitimate interest in security and reliable operation — Art. 6(1)(f) |
| Cookies & similar technologies | Strictly necessary cookies; analytics/preference cookies (see Section 5) | Run the site; with consent, measure and improve usage | Necessary cookies: §25(2) TDDDG; non-essential cookies: your consent — Art. 6(1)(a) and §25(1) TDDDG |
| Location (approximate) | Coarse location derived from IP address or a business address provided by your employer | Administer the site and business, analytics, abuse prevention | Legitimate interest — Art. 6(1)(f) |
| Support data | The content of support tickets and related account/usage data needed to answer them | Provide customer support | Performance of a contract and legitimate interest in handling your request — Art. 6(1)(b) and (f) |
| Newsletter & marketing data | Email address and subscription preferences | Send product news and newsletters you asked for | Consent — Art. 6(1)(a) |
| Transaction & billing data | Billing name, email, address, VAT/tax details, and payment data processed by our payment provider Stripe (card payments) or handled via bank transfer | Supply the paid Service, invoicing, accounting | Performance of a contract — Art. 6(1)(b); and legal obligation for tax/accounting records — Art. 6(1)(c) |
| Service & transactional messages | Emails about your account, service changes and policy updates | Keep you informed about your account and the Service | Performance of a contract — Art. 6(1)(b); legitimate interest — Art. 6(1)(f) |
| Correspondence & applicant data | Information you share in research participation, events, job applications or other communications with us | Communicate with you and keep proper records | Legitimate interest — Art. 6(1)(f); for job applications, steps prior to a contract — Art. 6(1)(b) |
You are not under a statutory or contractual obligation to provide personal data, but some data (e.g. account and billing data) is necessary to enter into or perform our contract with you; without it we cannot provide the paid Service.
Our business model is a paid service, not the wide collection of personal data. We do not sell your personal data.
4. Artificial intelligence
Our Service uses AI, including an AI moderator that interacts with interview participants and generates synthetic (AI-generated) voice output. The transparency information for participants — including the disclosure that they are interacting with an AI — is provided through the Participant Terms and the in-product consent flow, under the customer's responsibility as controller and deployer.
Core account, organisation, study, participant, transcript and result records are hosted in Germany. Uploaded files and AI-assisted study setup and evaluation use EU-configured cloud services. Realtime participant interviews use EU-regional processing where configured and supported; selected configurations may process outside the EEA. If an optional interview-continuity feature is enabled, the configured provider may retain the associated conversation state, including text, audio and expressly transmitted screen content, for up to 24 hours.
We do not use Customer interview content to train general-purpose foundation models. Under the applicable service terms, our AI providers do not use Customer prompts and responses to improve their general-purpose models without permission. Provider-side abuse monitoring and expressly selected stateful features may nevertheless apply.
5. Cookies and consent
We use cookies and similar technologies. Strictly necessary cookies are required to run the site and are set on the basis of §25(2) TDDDG. Non-essential analytics technologies, including PostHog on the public Userflix website, are only activated after you give consent through our cookie banner/consent manager. PostHog is not currently integrated into the authenticated product or participant interview.
You can give, decline and withdraw consent at any time via the cookie settings on our website, and you can also configure your browser to refuse cookies. Declining non-essential cookies may make some features unavailable. Withdrawing consent does not affect processing carried out before withdrawal.
6. Who we share data with (recipients)
We share personal data with service providers who process it on our behalf under data-processing agreements, and only as needed. Our current key providers include:
- Core hosting / infrastructure: Hetzner Online GmbH (Germany, EEA)
- Cloud storage and AI processing: Microsoft Azure (EU storage and platform processing; selected realtime configurations may process outside the EEA)
- Realtime AI processing: Google Cloud / Gemini (EU-regional processing where configured; selected configurations may process in the United States or globally and may retain optional continuity state for up to 24 hours)
- Participant-access protection: Myra Security GmbH (EU CAPTCHA, Germany)
- Public-website analytics: PostHog (EU Cloud, Frankfurt)
- Payment processing: Stripe (card payments); bank transfer
Our current public provider overview is maintained at getuserflix.com/trust#subprocessors. Where Userflix acts as a processor, the applicable signed DPA and its subprocessor annex remain authoritative for that customer.
We may also disclose personal data: with your consent; where we have a good-faith belief that disclosure is required by law (e.g. a subpoena or legal process); or to protect the vital interests of any person or to prevent harm or illegal activity.
7. International data transfers
Core application and database records, including platform-user account data and persistent participant records, transcripts and results, are hosted in Germany. Uploaded files and platform-user study setup and evaluation use configured EU services.
Only selected participant-facing realtime AI configurations may involve processing outside the EEA, as described in Sections 4 and 6. EU-regional processing is used where configured and supported. Where Chapter V GDPR applies, we rely on an applicable adequacy decision and/or the Standard Contractual Clauses adopted by the European Commission, together with supplementary measures where required.
8. How long we keep data
We keep personal data only as long as necessary for the purpose for which it was collected:
- Account data: until you delete your account.
- Transaction/billing data: retained for the statutory periods under German tax and commercial law — generally 8 years for invoices and booking documents, and up to 10 years for books, inventories and financial statements (§ 147 AO / § 257 HGB; the retention period for booking documents was reduced from ten to eight years with effect from 2025).
- Newsletter/marketing data: until you withdraw consent or unsubscribe.
- Usage data: for as long as needed for statistical validity, product decisions and technical monitoring, then deleted or aggregated.
Retention of interview transcripts and participant data is determined by the customer (controller) and governed by the DPA, including deletion or return on termination. Where such data sits under our control, our default is deletion after 12 months of account inactivity, subject to the customer's instructions and the DPA.
We may retain data longer where necessary to comply with a legal obligation or to protect vital interests.
9. Your rights
Under the GDPR you have the right to: access your personal data (Art. 15); rectification (Art. 16); erasure (Art. 17); restriction of processing (Art. 18); data portability (Art. 20); and to object to processing based on legitimate interests (Art. 21). Where processing is based on consent, you may withdraw consent at any time without affecting the lawfulness of prior processing.
To exercise any right, email support@getuserflix.com. We will respond within one month of receiving your request, extendable by up to two further months for complex requests (Art. 12(3)). You can delete individual transcripts at any time via the web interface; deleting your account renders your information and content unrecoverable thereafter.
Automated decision-making. We do not make decisions producing legal or similarly significant effects concerning you that are based solely on automated processing (Art. 22 GDPR). Our AI analyses interview content to generate insights for the customer that conducted the interview; it does not make automated decisions about you as an individual.
Right to complain. You may lodge a complaint with a supervisory authority. As a company seated in North Rhine-Westphalia, our competent supervisory authority is the State Commissioner for Data Protection and Freedom of Information of North Rhine-Westphalia (Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen, LDI NRW), https://www.ldi.nrw.de/. You may also contact your local supervisory authority.
10. Security
We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration and disclosure. All connections are encrypted with TLS, and requests over HTTP are redirected to HTTPS. Our infrastructure is hosted with Hetzner in EEA data centres, in facilities certified to standards such as ISO 27001. Databases sit in a restricted private network with least-privilege access, and access to personal data is limited to personnel with a business need, who are bound by confidentiality. We maintain procedures for handling suspected personal-data breaches and will notify affected individuals and the competent regulator where legally required (Art. 33–34 GDPR).
11. Children's privacy
The Service is directed to businesses and not to children. We do not knowingly collect personal data from children under 16. If you believe a child has provided us with personal data, contact support@getuserflix.com and we will take steps to remove it.
12. Changes to this policy
We may update this policy from time to time. If a change is material, we will notify affected users before it takes effect. The "Effective date" and "Version" at the top show the current status.
13. Company acquisition
If we are involved in a merger, acquisition, reorganisation, bankruptcy or sale of assets such that your information would be transferred or become subject to a different privacy policy, we will notify you in advance and give you the option to delete your data before the transfer.
14. Contact
Userflix UG (haftungsbeschränkt) Jülicher Straße 11, 53909 Zülpich, Germany support@getuserflix.com