Privacy policy

What VUE collects and why, how long it is kept, and who processes it. Embed analytics are cookieless by design: no cookie, and no identifier that survives the day.

Last updated 9 August 2026

1. Who we are

VUE is operated by to be confirmed: registered company name, which is the data controller for the information described in this policy. ICO registration: to be confirmed: ICO registration number.

Write to privacy@vue3d.io about anything on this page. Our postal address is on the contact page.

2. Two different sets of people

This policy covers two groups, and it matters which one you are in:

Customers — people with a VUE account, who upload models and publish embeds. We are the controller for your account data.
Visitors — people who see a VUE embed on a manufacturer’s website. We collect almost nothing about you, and what we do collect cannot identify you. Section 5 is the relevant one.

3. What we collect from customers

What	Why	Lawful basis
Name and email	To identify your account, sign you in, and send service messages such as invitations and conversion failures.	Contract
Password	Stored only as a bcrypt hash. We cannot read it, and we cannot tell you what it is.	Contract
Profile picture	Optional. Shown to your colleagues in the same organisation.	Consent
Organisation membership and role	To decide what you can see and change. You may belong to more than one organisation; each membership carries its own role.	Contract
Models you upload	Revit families, FBX and OBJ files and their textures, plus everything derived from them. These are your commercial data rather than personal data, but a file’s metadata can contain an author name.	Contract
Usage of conversion time	To meter your plan allowance and to bill correctly.	Contract
Support tickets	Whatever you write in them, and the account and models they refer to.	Contract
Administrative action records	When our staff take an action affecting your account, we record who, what, when, their IP address and browser. This protects you, so it is kept even if you would rather it were not.	Legitimate interests

4. Cookies

The VUE application sets one cookie, vue_session, which holds your signed session. It is strictly necessary — without it you cannot stay signed in — so it does not require consent, and it is the reason you will not find a cookie banner here.

A second cookie exists only while a member of our support staff is accessing your account with permission, and is described in section 7. Your light or dark theme preference is stored in your browser’s local storage and is never sent to us.

Embeds set no cookies at all. A VUE viewer on a manufacturer’s website does not store anything on a visitor’s device, which is why a page carrying one does not need to mention us in its own cookie banner.

5. Embed analytics, and why they cannot identify you

When a visitor interacts with an embedded model we record the interaction — the model was seen, a type was changed, augmented reality was launched — so the manufacturer can tell which of their products and finishes people actually look at.

We record:

the event and the moment it happened;
which model and which type;
the domain of the page the embed was on;
a visitor hash, described below, used to tell one visitor’s session apart from another’s.

The visitor hash is a keyed hash of a truncated IP address, areduced browser identifier and the host domain, computed with a salt that changes every day and is never stored. Three consequences follow, and they are the point of the design:

It cannot be reversed. The IP address is truncated before hashing and the salt is gone, so the hash cannot be turned back into an address or matched against one.
It cannot follow you across days. Tomorrow’s salt is different, so the same person produces a different hash and counts as a new visitor. We are choosing worse analytics on purpose.
It cannot follow you across sites. The host domain is part of the input, so the same visitor on two different manufacturers’ websites is two unrelated hashes. There is no profile to build.

We do not use advertising networks, we do not embed third-party trackers in the viewer, and we do not sell or share this data with anyone other than the manufacturer whose model was viewed.

6. Who else processes your data

Two sub-processors, because those are the only two the platform calls:

Who	What for	Where
Amazon Web Services	Hosting, file storage and the database. Everything you upload lives here.	London (eu-west-2), United Kingdom
Autodesk	Converting Revit families. The family file is sent to Autodesk Platform Services, converted, and the result returned. Autodesk is the only party that can read a `.rfa` properly, so this step cannot be done anywhere else.	Per Autodesk’s regional processing

FBX and OBJ conversion runs on our own infrastructure and involves no third party.

7. When our staff can see your account

Our support staff can enter a customer account to reproduce a problem. We think you should know exactly how that works, because most platforms do it and few say so:

every session is time-limited and expires by itself;
we record who entered, whose account, when, why, from which IP address and browser, and which pages were viewed;
a banner is shown across the top of every page for the whole session, so it is visible in any screenshot or screen recording;
the session is read-mostly: the destructive and outward-facing actions are blocked outright rather than merely discouraged.

You can ask us for the record of any support access to your account at any time.

8. How long we keep things

Account and organisation data — while the account is open, and deleted when it is closed.
Uploaded models and everything derived from them — until you delete them, or until the account is closed, whichever is first. Deleting a model deletes its converted output and its analytics.
Analytics — interaction records are aggregated into daily totals, which are what the dashboards read. Both are deleted with the model or the account they belong to.
Administrative and support-access records — kept as a record of what was done to an account, because deleting them on request would defeat their purpose.

9. Your rights

Under UK GDPR you can ask us for a copy of what we hold about you, ask us to correct it, ask us to delete it, object to processing based on legitimate interests, and ask for your data in a portable form. Write to privacy@vue3d.io. We answer within one month.

If you are unhappy with how we have handled it you can complain to the Information Commissioner’s Office. We would rather you told us first, but it is your right either way.

10. Visitors to embeds, specifically

If you saw a VUE viewer on a manufacturer’s website and want to know what we hold about you: as explained in section 5, we hold nothing that can be connected to you. There is no identifier we could search on, because the key needed to compute one was discarded the same day. This is a limitation we built in deliberately, and it means an access request has nothing to return.

11. Changes

When we change this policy we update the date at the top. For a change that materially affects customers, we email the account owners rather than relying on anyone noticing a date.

Related: terms and conditions · contact us