Cookie Policy
This Cookie Policy explains how Churn Technologies FZCO ("Churn", "we", "us", or "our") uses cookies and similar technologies on our website and within the Churn.io product. It describes what these technologies are, why we use them, the categories we rely on, the third parties involved, and the choices available to you.
This Cookie Policy should be read together with our Privacy Policy, which explains in more detail how we handle personal data. If you have questions, contact us at support@churn.io.
1. About Churn.io
Churn.io is churn-reduction software for SaaS and subscription businesses. Our business customers ("merchants") sign up, choose a plan, connect their billing platform, and build cancellation flows that intercept subscriber cancellations to present surveys and save offers.
This policy applies to:
- The Churn.io website and marketing pages.
- The Churn.io web application (the merchant dashboard where merchants manage their account, flows, integrations, and analytics).
- The
widget.jsembed script and hosted cancel pages that run cancellation flows.
Where the widget.js script or a hosted cancel page runs on a merchant's own website or domain, please also see Section 9 (Cookies and the Embedded Widget) and the note at the end of this policy about merchant responsibilities.
2. What Are Cookies and Similar Technologies?
Cookies are small text files that a website or application places on your device (computer, tablet, or phone) when you visit. They are widely used to make websites and applications work, to make them work more efficiently, to remember your preferences, and to provide information to the operators of the site.
Cookies can be:
- First-party cookies — set by the website or application you are visiting (in our case, Churn.io).
- Third-party cookies — set by a domain other than the one you are visiting, typically by a service provider whose technology we have integrated (for example, a payment processor or support messenger).
We also use similar technologies that perform comparable functions:
- Local storage and session storage — browser storage mechanisms that allow data (such as interface preferences or temporary application state) to be saved on your device. Our web application uses browser storage to keep certain non-sensitive UI state and to coordinate authentication status across browser tabs.
- Scripts and pixels — small pieces of code (such as our
widget.jsembed, analytics scripts, and error-monitoring scripts) that load resources, run functionality, or measure how a page or product is used. - Software development kits (SDKs) and tags — code provided by third parties (for example, payment and support providers) that may set their own cookies or storage when their features are used.
In this policy we refer to all of these collectively as "cookies" unless a distinction matters.
3. How and Why We Use Cookies
We use cookies and similar technologies to:
- Authenticate users and keep them signed in. Churn.io uses HttpOnly JSON Web Token (JWT) cookies — an access token and a refresh token — to sign merchants into the dashboard and keep their session active securely.
- Keep the service secure. Cookies help us protect against fraud and abuse, support session integrity, and defend against cross-site request forgery (CSRF) and similar attacks.
- Operate the service reliably. Cookies support core infrastructure functions such as routing requests and load balancing.
- Remember your preferences. Cookies and local storage let us remember choices such as language preference and interface state.
- Understand and improve performance. Analytics and error-monitoring technologies help us understand how the product and website are used, diagnose problems, and improve features and reliability.
- Power payment and support features. Third-party providers such as our payment processor and in-app support messenger may set cookies to enable secure checkout, fraud prevention, and live support.
We do not use cookies to build advertising profiles of you, and we do not sell information collected through cookies.
4. Categories of Cookies We Use
We group the cookies and similar technologies we use into four categories.
4.1 Strictly Necessary / Essential Cookies
These cookies are required for Churn.io to function and cannot be switched off in our systems. They are usually set in response to actions you take, such as signing in, setting privacy preferences, or submitting forms. You can configure your browser to block them, but parts of the service will not work.
Strictly necessary cookies and technologies include:
- Authentication tokens — the HttpOnly JWT access token (short-lived, used to authorize each request) and refresh token (longer-lived, used to obtain a new access token without re-entering credentials). These are marked HttpOnly so they cannot be read by client-side scripts, and
Secure/SameSiteattributes are applied for protection. - Session and security cookies — used to maintain session integrity and to support security measures such as CSRF protection.
- Load-balancing and infrastructure cookies — used to route your requests to the correct server and keep the service responsive.
- Authentication-status flags in local storage — non-sensitive values our application uses to coordinate sign-in state across open browser tabs (the actual tokens remain in HttpOnly cookies, not in local storage).
Because these are essential, they do not require consent in most jurisdictions, but we still disclose them here for transparency.
4.2 Functional / Preference Cookies
These cookies enable enhanced functionality and personalization. They remember choices you make to give you a better and more consistent experience.
Functional cookies and technologies include:
- Language and locale preferences — so the interface displays in your chosen language.
- Interface and UI state — such as remembering certain dashboard layout or display preferences.
- Consent and notice preferences — remembering the choices you made in any cookie or consent prompt so we do not ask repeatedly.
If you disable these, the core service still works, but some conveniences and personalization may be lost.
4.3 Analytics / Performance Cookies
These cookies help us understand how visitors and merchants interact with our website and product so that we can measure performance, identify issues, and improve the experience. They collect information on an aggregated basis where possible.
Analytics and performance technologies include:
- Product and web analytics — to understand which features and pages are used, how users move through flows, and where they encounter friction.
- Error and performance monitoring — to capture errors, crashes, and performance data (for example, through our error-monitoring provider) so we can diagnose and fix problems.
Where required by law, we only set analytics and performance cookies after you have given consent. Disabling these does not affect core functionality.
4.4 Cookies Set by the Embedded Widget (widget.js)
When a merchant embeds Churn.io on their own website using our widget.js script, or uses a hosted cancel page, certain cookies or browser storage may be set to operate the cancellation flow. These include:
- Session and state storage for the cancellation flow — to track an in-progress cancellation session, remember which step a subscriber is on, record survey answers, and prevent duplicate or inconsistent sessions.
- API and security identifiers — short-lived identifiers (such as a page session token) used to associate the subscriber's interaction with the correct flow and to apply rate limiting and abuse protection.
These technologies are limited to operating the cancellation experience. They are not used for advertising. See Section 9 for more on the respective roles of Churn.io and the merchant.
5. First-Party vs. Third-Party Cookies
First-party cookies are set by Churn.io directly. These include our authentication tokens, session and security cookies, preference cookies, and the storage used by our application and widget.js.
Third-party cookies are set by service providers whose technology is integrated into our website or product. The third parties whose cookies may be set, and the purposes involved, include:
- Stripe — our payment processor. Stripe may set cookies to enable secure checkout, process payments, and perform fraud detection and prevention when merchants pay for their Churn.io subscription, and to support billing-provider connections.
- Intercom — our in-app support messenger. Intercom may set cookies to operate the live chat/support widget, maintain conversation continuity, and identify returning users for support purposes.
- Analytics provider(s) — to measure usage and performance of our website and product.
- Error-monitoring provider (e.g., Sentry) — to capture and diagnose errors and performance issues.
Third-party providers process data in accordance with their own privacy and cookie policies. We encourage you to review those policies for details about how they use cookies and your choices.
6. Example Cookie Table
The table below provides representative examples of cookies and similar technologies used across the Churn.io website, dashboard, and embed. This is an illustrative list, not an exhaustive one. Names, providers, and durations may change as we update the product and our integrations, and the exact list should be audited and kept current. Durations are approximate; "Session" means the item is cleared when you close your browser.
| Name | Provider | Purpose | Type | Duration |
|---|---|---|---|---|
access_token | Churn.io (first-party) | HttpOnly JWT that authorizes each request to the dashboard/API | Strictly necessary | ~15 minutes |
refresh_token | Churn.io (first-party) | HttpOnly JWT used to obtain a new access token without re-login | Strictly necessary | ~7 days |
| Auth-status flag | Churn.io (first-party, local storage) | Coordinates sign-in status across open browser tabs (no token is stored) | Strictly necessary | Until sign-out |
| Cancellation-flow session | Churn.io (first-party, via widget.js / hosted page) | Tracks an in-progress cancellation session and the current step | Necessary (widget) | Session / short-lived |
__stripe_mid | Stripe (third-party) | Fraud prevention and payment processing | Strictly necessary (payments) | ~1 year |
__stripe_sid | Stripe (third-party) | Fraud prevention during a checkout/session | Strictly necessary (payments) | ~30 minutes |
intercom-session-* | Intercom (third-party) | Maintains support messenger session continuity | Functional / support | ~1 week |
intercom-id-* | Intercom (third-party) | Identifies returning users for support | Functional / support | ~9 months |
7. How to Manage, Disable, or Delete Cookies
You have several ways to control cookies and similar technologies.
7.1 In-Product Consent Tool
Where required by law, we present a cookie consent banner or preference center that lets you accept or reject non-essential categories (functional and analytics). You can change your choices at any time by reopening the cookie preferences from the link or settings provided in the relevant interface. Strictly necessary cookies cannot be disabled through this tool because the service cannot function without them.
7.2 Browser Controls
Most browsers let you view, manage, block, and delete cookies through their settings. You can typically:
- Delete existing cookies stored on your device.
- Block all or third-party cookies.
- Receive a warning before a cookie is stored.
- Clear cookies and site data when you close the browser.
Instructions vary by browser; consult your browser's help pages (for example, Chrome, Firefox, Safari, or Edge) for specific steps. Clearing local storage is usually available in the same "clear browsing data" or "site data" controls.
7.3 Consequences of Disabling Cookies
- Disabling strictly necessary / essential cookies — including the authentication and security cookies — will prevent you from signing in, will end or break your session, and will stop core parts of the dashboard and cancellation flows from working. We cannot provide an authenticated, secure service without them.
- Disabling functional cookies — the service still works, but preferences such as language may not be remembered and some conveniences may be lost.
- Disabling analytics cookies — does not affect functionality; we simply receive less information to improve the product.
- Blocking widget cookies/storage — may prevent a cancellation flow from running correctly for a subscriber on a merchant's site.
8. Consent and Region-Specific Notices
The legal basis for using cookies depends on the cookie type and your location.
- Strictly necessary cookies are used on the basis of our legitimate interest in providing a secure, functional service (or to perform our contract with you) and generally do not require consent.
- Functional and analytics cookies are, where required by law, used only with your consent.
EU / UK and similar regions. If you are in the European Economic Area, the United Kingdom, or another region with comparable requirements, where required, we present a cookie consent mechanism that lets you accept or reject non-essential cookies before they are set. Non-essential cookies are not placed until you provide consent (or, where permitted, continue to use the service in a way that constitutes consent under applicable law). You can withdraw or change your consent at any time via the cookie preferences tool.
California and other U.S. states. Depending on your state, you may have rights regarding the sale or sharing of personal information and the use of certain tracking technologies. We do not sell personal information collected through cookies. Where applicable, you can exercise your choices through the cookie preferences tool and the mechanisms described in our Privacy Policy.
9. Cookies and the Embedded Widget (Merchant Sites)
When the widget.js script or a hosted cancel page runs on a merchant's website or custom domain, the cookies and storage described in Section 4.4 operate the cancellation experience for that merchant's subscribers.
In this context:
- The merchant decides to deploy Churn.io on their site and is the controller of their subscribers' data. Churn.io acts as a data processor on the merchant's instructions for that subscriber data.
- Churn.io provides the technology that sets the widget cookies/storage strictly to run the cancellation flow (session tracking and security/rate-limiting identifiers).
Merchants who embed Churn.io are responsible for providing their own cookie and consent disclosures to their subscribers, and for obtaining any consent required under applicable law before the cancellation flow runs on their site. See the note at the end of this policy.
10. Do Not Track
Some browsers offer a "Do Not Track" (DNT) signal that tells websites you do not wish to be tracked. There is currently no universally adopted standard for how websites should respond to DNT signals. At this time, Churn.io does not respond to DNT signals in a specialized way. We honor consent choices made through our cookie preferences tool and applicable regional banners, and we respond to recognized opt-out preference signals where required by applicable law.
11. Changes to This Cookie Policy
We may update this Cookie Policy from time to time to reflect changes in the cookies we use, in technology, or in legal requirements. When we make material changes, we will update the "Last updated" date at the top of this policy and, where appropriate, provide additional notice (for example, through the product or a renewed consent banner). We encourage you to review this policy periodically.
Because cookies and integrations change over time, the specific cookies listed in Section 6 should be audited regularly and kept current.
12. Contact Us
If you have questions about this Cookie Policy or our use of cookies and similar technologies, please contact us:
Churn Technologies FZCO
Dubai, United Arab Emirates
Email: support@churn.io
Note for merchants: If you embed Churn.io's widget or hosted cancel page on your own website or domain, you are responsible for your own cookie and consent disclosures to your subscribers, including describing the cookies and storage set when a Churn.io cancellation flow runs and obtaining any consent required under applicable law in your subscribers' jurisdictions.