Common questions
What is a response?
A response is when your audience fills in a feedback form you created. The response limit that is mentioned is per form per month.
What is a session recording?
A session recording is a page session recording and includes everything a visitor does on a specific page until the visitors navigates to a different page. When a visitors doesn't stay on your website (bounces) we sample the recording which means we only record for a limited time.
Are you only selling to organizations?
Yes. Because of the nature of what we offer we only do business with organizations.
How do I get support
Support is primairily by email and our knowledgebase. Some plans offer support by phone or will assign you with a account manager.
How do I install Smilejet
When creating your account we provide a piece of JavaScript code that you can place at the bottom of every page. You can install this manually or for example with a tag manager. In our knowlegdebase you will find step by step instructions for the most popular platforms.
Billing
How does the trial work?
You can try Smilejet for free for 14 days without obligations. After that, please contact customer support.
Do you offer discounts for schools & non-profits?
Yes! Please contact sales to inquire for discount percentages.
Which payment methods do you provide?
The primary payment method is creditcard. Depending on your country we also provide local payment methods like iDEAL.
When do I get charged?
As soon as you upgrade to a paid plan. Payments can be made monthly, quarterly or annually. Also additional charges could occur when you add addons to your plan or when you reached plan limits like form responses.
Are the prices per website?
Yes, the prices are per root domainname like company.com
Which currencies do you accept?
We primairily accept Euros and Dollars.
Refunds and cancellation policy?
You can try Smilejet for free for 14 days without obligations. After that, please contact customer support.
Compliance
Are you GDPR compliant?
Yes, we are GDPR and also PCI compliant. We offer tools to search, edit and delete personal data on demand. If you have questions about security or compliance please contact our Data Protection Officer at
[email protected] Is collected data stored encrypted?
Yes. When you designate a question as personal information in the form builder we actively encrypt the data so backups will also contain encrypted data.
Do you have a processor agreement?
Yes. By default all customers will apply to our general processor agreement.
You can view/download the agreement at the legal section.
