We developed Hotjar to make it easy to go beyond traditional web analytics and understand what users are really doing on your site.
Our belief has always been that if we can do this at scale, we can play an influential part in improving the experience for millions of people online. This belief has driven us to reduce the friction of signing up for our service and also fuels our desire to make it easy to get value from our product.
So far our approach has worked: Hotjar is running on hundreds of thousands of websites and we continuously hear from customers that we are helping them improve the experience for their users, benefitting both our customers and their users.
However, not everything is perfect. Given the rate of change online, its tremendous growth, and the ease of publishing, it’s not practical for Hotjar to know all of its users nor the exact nature of their websites. While we believe the majority of people on this planet are good-natured, our product might be used in ways we never intended. It’s also conceivable that some websites running the Hotjar script might not be in alignment with Hotjar’s Core Values.
The intent of this Policy is to make it clear to anyone who uses Hotjar (free or paid) what behavior or content is not acceptable for sites using our service. We will take action against sites that are discovered to be in violation of this Policy.
If the content on your website contains information that is conducting or promoting any of the below, or if you intend to leverage Hotjar to do any of the below, please don’t sign up for Hotjar. If you already have an account—whether free or paid—you must stop using Hotjar on the offending site or cancel your account.
The following constitutes behavior and content that are NOT acceptable uses of Hotjar:
It’s foreseeable that a website’s content or their use of Hotjar may extend to new areas not currently documented in this Policy. When and if this occurs we will take the same action of investigation and enforcement to determine if a site/account is acting against the spirit of this Policy. We reserve the right to do this as needed. When a situation like this occurs we will use our Core Values to guide our final decision and update this Policy if appropriate.
Do you know of a site that is violating this Policy? Or do you suspect a site might be violating the Policy? If so, please contact us so we can investigate. Simply email us at firstname.lastname@example.org.
Please share as much as you are comfortable with about the site, the content or behavior you are reporting, and how you found it. In addition to the URL, sending us screenshots is helpful since content can quickly be removed or changed.
Someone on our team will respond within two business days to let you know we’ve begun investigating. We will also contact you with the outcome of our investigation (unless you ask us not to, or we are not allowed to under law).