Matomo Cloud Privacy Policy

This Policy describes the information we collect from you, how we use that information and our legal basis for doing so. It also covers whether and how that information may be shared and your rights and choices regarding the information you provide to us.

This Privacy Policy applies to the Matomo Cloud service by InnoCraft only. This Privacy Policy does not cover the website where the Privacy Policy applies.

Table of Contents

Who we are

InnoCraft, the company founded by the creators of Matomo, provides digital analytics products and services that help individuals and businesses keep full control over their data. “InnoCraft Ltd”, a New Zealand company (NZBN 6106769) headquartered at: 7 Waterloo Quay PO625, 6140 Wellington, New Zealand. Because InnoCraft is located outside of the EU, the InnoCraft team has named a representative in the EU. If you have any questions about this privacy policy, please contact our privacy team at We will never sell your personal data to anyone.

What We Collect and Receive

In order for you to create an account on InnoCraft and use our Services, we need to collect and process certain information. Depending on your use of the Services, that may include:
  • Contact us via email — for example, when you ask for support, send us questions or comments, or report a problem, we will collect your name, email address, message, etc. We use this data solely in connection with answering the queries we receive.
  • Usage data — when you visit our cloud service, we will store: the website from which you visited us from, the parts of our app you visit, the date and duration of your visit, your anonymised IP address, information from the device (device type, operating system, screen resolution, language, country you are located in, and web browser type) you used during your visit, and more. We process this usage data for statistical purposes, to improve our site and to recognize and stop any misuse.
  • Create an account — when you sign up for and open an account with Matomo Cloud, we may ask you to provide us with information such as your name, email address and details about your organization. As otherwise detailed in this Privacy Policy, we will solely process this information to provide you with the service you signed up for.

Your Rights

You have the right to be informed of Personal Data processed by InnoCraft, a right to rectification/correction, erasure and restriction of processing. You also have the right to ask from us a structured, common and machine-readable format of Personal Data you provided to us. We can only identify you via your email address and we can only adhere to your request and provide information if we have Personal Data about you through you having made contact with us directly and/or you using our site and/or service. We cannot provide, rectify or delete any data that we store on behalf of our users or customers. To exercise any of the rights mentioned in this Privacy Policy and/or in the event of questions or comments relating to the use of Personal Data you may contact InnoCraft’s support team: In addition, you have the right to lodge a complaint with the data protection authority in your jurisdiction.

Subprocessors (Matomo Cloud)

We use a select number of trusted external service providers for certain technical data processing and/or service offerings. These service providers are carefully selected and meet high data protection and security standards. We only share information with them that is required for the services offered and we contractually bind them to keep any information we share with them as confidential and to process Personal Data only according to our instructions. InnoCraft uses the following subprocessors to process the data collected by Matomo Cloud customers:
Subprocessor Data location and security Service
Amazon Web Services AU Europe (Frankfurt and Dublin) Secure infrastructure for servers and databases and logs hosted in Frankfurt, Germany. Offsite backups are stored in Dublin, Ireland.
Amazon Web Services AU Worldwide Secure CDN (Content Delivery Network) to store and deliver JavaScript files. The use of the CDN feature is optional and can be disabled. No personal data is collected by our CDN. Visitors are sent to a server closest to their region meaning for example traffic from EU people stays in the EU.
Amazon Web Services AU Worldwide Global Accelerator is used to improve global application availability and better network performance. No personal data is collected or stored by this. Network traffic from visitors is routed to Germany through a server closest to their region meaning for example traffic from EU people stays in the EU.
Please refer to the Data Processing Agreement for more information: Terms & Conditions:

Third party services we use

When you visit our websites, or purchase products or services, we use the following third party services which may collect personal data:
Recipient Purpose of processing Lawful basis Data location and security Personal data collected by the third party Privacy policy
Paddle To let you purchase Matomo Cloud software service through Paddle. Legitimate interest UK and USA Payment details: name, location, contact details, and billing information.
SendGrid (by Twilio) To send you Matomo Cloud related emails after you sign up helping you get started with Matomo Legitimate interest USA Email address of account owner
Help Scout To receive and reply to your messages after you contact us Legitimate interest USA IP address, Message sent, Name, Email…

Retention of data

We will retain your information as long as your account is active, as necessary to provide you with the services or as otherwise set forth in this Policy. We will also retain and use this information as necessary for the purposes set out in this Policy and to the extent necessary to comply with our legal obligations, resolve disputes, enforce our agreements and protect InnoCraft’s legal rights. We also collect and maintain aggregated, anonymized or pseudonymized information which we may retain indefinitely to protect the safety and security of our site, improve our Services or comply with legal obligations.

Privacy Policy Changes

We may update this Policy from time to time. If we do, we’ll let you know about any material changes, either by notifying you on the website or by sending you an email.

EU Representative

Our EU Representative of controllers or processors not established in the Union (article 27 GDPR) is: ePrivacy Holding GmbH Große Bleichen 21 20354 Hamburg Germany

External Data Protection Officer

ePrivacy GmbH represented by Prof. Dr. Christoph Bauer Große Bleichen 21, 20354 Hamburg Germany If you have any questions or concerns regarding your information, please contact If you wish to communicate directly with our data protection officer (because you have a particularly sensitive matter for example), please contact them by post, as communication by e-mail could always have security gaps. Please state in your request that your concern relates to the company InnoCraft.

Contact Us

Email: Contact form: