Your Data: Retention, Export and Closing an Account

While your account is active

Your experiments, results, surveys and settings are kept for as long as your account exists. That includes a read-only account, for example one whose plan has ended: its data stays viewable and exportable. See Failed Payments and Read-Only Accounts.

Conversations with Ask about this experiment, the AI assistant in each experiment, are kept for 12 months. Older questions and answers are deleted automatically, and the whole conversation is deleted with its experiment. See Asking AI about an experiment.

What you can export

Exports are available where the data lives:

• Experiment results: from an experiment's statistics, as CSV or as an image.
• The implementation queue: Export CSV on the Implementation page.
• Session usage: the monthly usage report in Settings then Billing, as CSV.

There is no single export of a whole account. If you need one, contact us.

Visitor data

Pertento does not store your visitors' IP addresses. The optional visitor ID is off by default; when a website turns it on, the stored visitor IDs are deleted automatically after 12 months.

Closing an account

Accounts are not deleted from the console. To close an account and have its data deleted, contact us at hello@pertento.ai. If you pay by card, cancel the plan as well. See Payment Details, Invoices and Cancelling.

After an account is closed, its data, including backups, is deleted within 90 days, unless you instruct us otherwise or the law requires us to keep it. Data that has been anonymised, so that it can no longer be linked to you or your visitors, is not covered by deletion.

Agencies

An agency can remove its own client accounts from the console. Removing a client permanently deletes the client account and cannot be undone. For any other change to a client's data, Pertento acts on the agency's instructions.

The legal detail

The binding terms are in the Data Processing Agreement and the Terms of Service.