Terms of Service

Last updated: 30 January 2026

These Terms and Conditions (“Terms”) govern your use of Poterna, a privacy-first web analytics service provided by Poterna Ltd (a company registered in the UK). When we say “service” in this document, we are referring to Poterna Ltd. By using the Service, you agree to comply with these Terms. If you do not agree, do not use the Service.

Service Description and Scope

  • The Service provides website analytics by collecting only anonymized metrics by default (e.g. page views, basic clicks). We do not store IP addresses or other personal identifiers. Data is hashed (IP+User-Agent with daily salt) so that individual users cannot be identified from our default data collection.

  • You install our lightweight analytics script in the <head> of your web pages. We supply the script and instructions; you are responsible for embedding it correctly.

  • The Service includes smart signals and analytics dashboards that provide you with actionable insights about your website traffic and user behavior.


Optional Custom User Properties

Our script allows you to optionally pass additional user properties, including personal information, to enhance your analytics capabilities. This is entirely opt-in – we do not collect any personal data unless you explicitly choose to send it to us. When you choose to pass such data, you acknowledge that: (a) you are responsible for ensuring you have a lawful basis; (b) you will provide appropriate privacy notices to your users; (c) we will process this data solely as your Data Processor.


In-App Support

We provide a support widget within the Poterna dashboard for logged-in customers. When you use this feature to contact support, your account email is shared with our support platform provider to identify you and manage your request.

User Accounts and Responsibilities

To use the Service, you must create an account. You agree to provide complete and accurate information, maintain security of your credentials, use the Service only for lawful purposes, and implement the tracking script only on websites you own or have permission to modify.

If you choose to pass custom user properties containing personal data: You are solely responsible for: (a) ensuring you have a valid legal basis under applicable data protection laws; (b) providing appropriate privacy notices to your users; (c) responding to data subject rights requests; (d) ensuring the accuracy of the data you provide.

Plans & Billing

  • We offer a free plan (at no cost) with limited features and usage. The free plan grants you a certain amount of monthly page views and basic analytics functionality. We may limit or suspend free accounts that violate the usage policies or exceed free-plan limits.

  • If you exceed free-plan limits or choose a paid tier, you must upgrade to a paid subscription. Paid subscriptions are billed in advance on a recurring basis (monthly or annual, as selected). When you sign up for a paid plan, you will provide valid payment information (e.g. credit card). You authorize us to charge your payment method for the subscription fees and any applicable taxes.

  • Paid subscriptions automatically renew at the end of each billing cycle. You may cancel the auto-renewal at any time through your account settings; cancellation will take effect immediately (no further charges will occur). If you do not cancel, the subscription will renew under the same terms.

  • You agree to keep your billing information up to date and to notify us promptly if your payment method changes or expires. If we are unable to process your payment on time, we may limit access to services for your account and downgrade account to the free plan.

  • All fees for paid subscriptions are non-refundable, except where required by applicable law. Once you pay for a period (month or year), that fee is earned and will not be returned if you cancel or do not use the Service.

Cancellation and Termination

  • You may cancel or downgrade your paid plan at any time from your account dashboard. Cancellation takes effect at the end of your current billing period. No refunds will be issued for partial periods.

  • You are solely responsible for cancelling auto-renewal when you wish to stop the Service. Contacting us by email alone does not count as cancellation.

  • We may suspend or terminate your account (free or paid) if you breach these Terms.

Disclaimer and Limitation of Liability

We do our best to offer a reliable and privacy-friendly analytics service, but like any software, things may not always work perfectly.

  • The Service is provided “as is” — without warranties of any kind. We can’t guarantee that it will be uninterrupted, error-free, or completely secure. There may occasionally be bugs or downtime, though we always aim to minimize disruptions.

  • You’re responsible for how you interpret and use the analytics data. We don’t promise specific outcomes or improvements. Please make sure the Service fits your needs before relying on it.

  • To the extent permitted by law, Poterna Ltd and its team won’t be liable for any indirect or unexpected losses — like lost profits, business interruption, or data issues — even if we were warned it might happen. If something does go wrong, our total liability is capped at the amount you paid us in the past 12 months (or £100, whichever is greater).

Changes to Terms

We may update these Terms from time to time — for example, when we improve the service, add features, or adjust to new legal requirements. When we do, we’ll post the new version on our website, and it will take effect immediately.

We encourage you to check back occasionally to stay up to date. By continuing to use the Service after changes are posted, you agree to the updated Terms. We’ll do our best to keep updates clear and reasonable.

Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.


If you have questions about these Terms, please contact us at alisher@poterna.com.