Who we are
Dokuverse is made by A14A B.V. (“we”, “us”), Noordeinde 101, 1121AJ Landsmeer, the Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number 87105004. We are the controller of the personal data described here.
For privacy questions and requests, email privacy@a14a.org. For anything else, email support@dokuverse.com or use the support page.
The short version
- There is no account and no login. The app uses an anonymous ID instead of your name or email.
- Apple or Google process your payments. We never see your card details.
- The app sends anonymous usage statistics so we can fix bugs and improve the game. It does not send crash reports. You can turn the statistics off in the app's Settings.
- This website uses Umami and ChiliTrack, which we host ourselves in the EU, to count visits and see how the pages are used, including heatmaps and recordings of a sample of visits with form inputs masked. It sets no cookies.
- No ads, no advertising IDs, no advertising cookies, no tracking across apps or sites, and we never sell data.
What we collect and why
The anonymous player ID
When you first open the app it creates a random ID. It is stored in secure storage on your phone (the iOS Keychain on iPhone, the Android Keystore on Android). Our purchase processor RevenueCat uses it as your anonymous app user ID, to link the packs you buy to your copy of the game. Your support code (DKV-XXXX-XXXX) is a short form of this ID. Our support system keeps a copy of the anonymous ID and support code (and purchase events for up to 90 days) so our staff can find your purchases when you ask for help; a deletion request removes it.
Purchases
When you buy a pack, Apple or Google take the payment. RevenueCat receives your purchase history for Dokuverse from the store (product, price, date, store transaction ID) and links it to your anonymous app user ID, so the app knows which packs you own and can restore them on a new phone. We can see these records too. We never receive your name, card details or billing address.
Crash reports
The app does not collect or send crash reports. If we add crash reporting later, we will update this page first.
Anonymous usage statistics in the app
The app sends short, anonymous events to Umami and ChiliTrack, such as which screen you opened, finishing the tutorial, starting, solving or leaving a case, asking for a hint, opening the store and whether a purchase went through. Events contain only fixed values and counts (for example the case, the difficulty, the number of hints and the time taken), plus the app version, the build type, phone platform and main operating system version, whether it is a phone or tablet, the language of your phone and its screen size. They never contain your name, email, support code, anonymous player ID, purchase or transaction IDs, advertising IDs or anything you type.
To tell visits apart over time, the app creates a separate random analytics ID. It is kept in the app's own storage and is not linked to your anonymous player ID, your support code or your purchases. Our analytics servers see your IP address when the app sends events; they use it only to work out a coarse location (country, region and city) and don't store it. The app does not record your screen and does not collect heatmaps.
You can switch this off at any time in the app under Settings → Share anonymous usage data. The app then stops sending at once, deletes events it has not sent yet and deletes the analytics ID. If you switch it back on, it starts again with a new ID. We use these statistics to see which cases are too hard, whether hints help and whether the weekly case works.
Support messages
If you write to us, we receive your email address, your message, and anything else you choose to include, such as your support code, phone type, app version or a store order number. Messages from the website form and emails to our support address are received through Resend, an email delivery service, and stored in our own support system (a database hosted by Scaleway in the EU) so we can keep track of the conversation. We use this only to answer you, and you can ask us to delete it at any time.
Website logs
Our web server keeps short-lived technical logs (IP address, time, page requested, browser type) to keep the site running and to stop abuse, such as limiting how many support messages one address can send.
Website analytics
We use Umami and ChiliTrack to understand page usage, website performance and how visitors use our pages. Both run on our own infrastructure in the EU. We don't sell or share this data, and it is never used for advertising. Access is limited to authorised A14A staff. On this website they record:
- Page views: the page address (without anything after a
?or#), the referring site, device and browser information, screen size, language, and coarse location (country, region and city) derived from your IP address. - Events: clicks on things like the store buttons, questions opened in the FAQ, press downloads, and the steps of the support form. For the form we record the topic and phone type you pick, which fields were filled in or had an error (yes/no and counts, never their contents), and whether it was sent. We never record what you type.
- Web performance: timing measurements such as how quickly pages load and respond.
- Interaction heatmaps: click and scroll positions, together with a copy of the page layout so those positions can be shown in context. Text you type into forms is masked before the copy leaves your browser.
- Session recordings: about 20% of visits are recorded as a replay of the pages viewed and the mouse movement, scrolling and clicks on them. Form inputs are masked, but text that is visible on the page is part of the recording. Recordings are deleted automatically 90 days after the visit.
- Browser errors: when a script on our site fails, the error message and technical stack trace, so we can fix it.
The analytics scripts set no cookies, and certainly no advertising cookies. Visits are counted without a cookie or any ID of our own: the analytics server combines the site, your IP address, your browser details and a salt that changes every month, and keeps only the result, not your IP address. The heatmap and recording scripts keep a few short-lived values in your browser's session storage (whether this visit is in the sample, and the recording's place), which your browser deletes when you close the tab.
You can stop all of this. If your browser sends Do Not Track or Global Privacy Control, nothing is recorded. You can also switch analytics off for this browser here; we remember that choice with one value in your browser's local storage. Our support admin pages are never tracked.
What we don't collect
No name, no precise location, no contacts, no photos, no advertising IDs, no device fingerprinting and no cookies on this website. The app has no chat or social features and never records your screen.
Legal bases
| Data | Why | Legal basis (GDPR art. 6) |
|---|---|---|
| Anonymous ID, purchase history | Give you the packs you bought, on every phone | Performance of a contract |
| App usage statistics | Improve cases, hints and the weekly case | Legitimate interest (switch it off in Settings at any time) |
| Website analytics, heatmaps and recordings | See how the site is used, find broken or confusing pages, keep it fast | Legitimate interest (switch it off above, or with Do Not Track or Global Privacy Control) |
| Support messages | Answer you | Legitimate interest, or contract where it concerns a purchase |
| Website logs | Security and abuse prevention | Legitimate interest |
Purchase records are also kept to meet our tax and accounting obligations (legal obligation). Where we rely on legitimate interest for statistics, we keep the impact small: no names or contact details, no advertising, masked form inputs, hosting in the EU, short retention, and an off switch that works straight away.
Processors and international transfers
We use these services to run Dokuverse. Each processes data only on our instructions.
- Apple and Google: app distribution and payments, under their own terms and privacy policies.
- RevenueCat (United States): purchase processing. It holds your purchase history and your anonymous app user ID to unlock and restore your packs.
- Resend (United States): delivery of support messages from this website.
- Umami and ChiliTrack: run by us on servers of Scaleway SAS in the EU (hosting provider, under a processor agreement), for usage statistics and website analytics. The data is not shared with anyone else.
- Scaleway SAS (Paris, France, EU): hosting of the website, the case files the app downloads (which means it sees your IP address as part of each download), the support desk and its database, under a processor agreement.
Where data goes outside the European Economic Area, the transfer is covered by the EU-US Data Privacy Framework or the European Commission's Standard Contractual Clauses.
How long we keep it
- Anonymous ID and purchase history at RevenueCat: while you use the game, so your packs keep working. Ask us and we delete them.
- Purchase records: 7 years, as Dutch tax law requires.
- Crash reports: none are collected.
- Raw analytics events and website session recordings in ChiliTrack (website page views, events, heatmap clicks and scrolls, performance and errors, session recordings, and app events): deleted automatically after 90 days. Aggregated statistics, grouped error summaries and one masked layout snapshot per page are kept longer.
- Statistics in Umami (page views and events, with no IP address and no name): only as long as reasonably needed to compare how the site and game are used over time, after which they are deleted or aggregated.
- Support messages: up to 2 years after your last message.
- Website logs: up to 30 days.
Your rights
Under the GDPR you can ask us for a copy of your data, to correct it, to delete it, to restrict or object to how we use it, and to receive it in a portable format. Because we don't know your name, we find your data through your support code, which you can copy in the app's Settings.
To make a request, email privacy@a14a.org or use the support form, choose “Privacy or data request”, and include your support code. We answer within one month. Deleting your data also deletes your purchase history at RevenueCat. Packs you bought stay tied to your Apple or Google account: tap Restore purchases in the game to get them back.
Analytics works differently, because it is built so that we can't tell who you are. The app's usage statistics use a random analytics ID that is not linked to your support code, and website visits carry no ID at all, so a support code can't be used to find them (GDPR art. 11). To object, switch analytics off: in the app under Settings → Share anonymous usage data (which also deletes the analytics ID from your phone), and on this website with the switch in Website analytics or with Do Not Track or Global Privacy Control. What was already recorded is deleted on the schedule above.
Children
Dokuverse has no ads, chat or social features and collects no names or contact details from players. Its age rating is the one shown on each store listing (App Store and Google Play). Purchases follow your device's parental controls (Ask to Buy on iPhone, Family Link on Android). If you believe a child has sent us personal data through support, contact us and we will delete it.
Complaints
If you're unhappy with how we handle your data, please tell us first at privacy@a14a.org. You also have the right to complain to the Dutch data protection authority, the Autoriteit Persoonsgegevens (opens the authority's site) ↗, or to the authority where you live.
Changes
If we change this policy we will update this page and the date below. For significant changes we will also tell you in the app. Last updated 25 September 2026.