Customer Bill of Rights
Own the data in your account
Our interest in your data ends at keeping it secure and accessible in Basecamp. We don’t sell, peek at, or otherwise use your data. It’s yours, and that’s how every data processor should treat your data. Period.
Our terms of service goes into detail on who owns the data you enter into Basecamp. Short version; you.
A relevant chapter from our book “Getting Real”, which we published in 2006. We have a long history of making money by charging a fair price for a good product, not selling lists or advertising against your data.
securely use Basecamp products
In the 20+ years that we’ve been around, we’ve never had a data breach. We have a team dedicated to maintaining your account’s security on our systems and monitoring tools we’ve set up to alert us to any nefarious activity against our domains.
Google search for “Basecamp data breach”. The only thing you’ll see are articles about how we’ve successfully defended against them.
Google search for “37signals data breach” (our old company name). Same deal.
A real sense of privacy
Too many software companies are downright hostile towards the privacy of their customers. Their business often depends on violating it! Not here. We take privacy seriously with our products, and we actively push the industry forward on privacy matters.
Our CTO’s Twitter account. Note the frequency and expletive-laden passion around privacy matters.
Our announcement post telling privacy-invading apps that integrate with Basecamp to take a hike.
Another post telling mailing list software makers to stop spying on people. We’re making our own email app to fight this kind of bad behavior.
Fast and friendly product support
Basecamp’s support team has 17 people dedicated to answering emails from our customers. Nearly half the team has been at Basecamp for over five years; this is a group of knowledgeable folks who want to help you get the most out of our product. Aside from a few days around the holidays, you’ll receive same-day service 7 days a week.
Our support page, which shows a live display of our current response time. Also note that we don’t make you jump through hoops to get answers from a human.
A post from our head of support on the value of human-driven support.
Our Twitter account, where we also provide fast and friendly support.
The page for our free Q&A classes. If you’d like to see what our support team brings to the table, sign up.
Control your data
It’s your data! You should hold on to it if you decide to leave Basecamp. We have a feature that let’s you download every morsel of data from projects. Owners can also request to see all data in an account, even if they don't have access to it outright.
Our ownership policy details who qualifies as a Basecamp account owner.
Our help page on exporting your data. Note that it’s self-serve. We don’t hold your data hostage.
Our cancellation policy details the fact that we won’t hold on to your data if you leave.
Request features and feel heard
You can email us anytime to request a feature. Our support team tracks requests so that we can reference them whenever we’re considering changes. We also regularly interview customers to learn how we can make Basecamp more useful to people.
Be treated equally
Too many tech companies put their focus on enterprise customers at the expense of everyone else. Not at Basecamp. We structure our pricing to ensure that our business isn’t dominated by a few big customers. Small businesses are treated exactly the same as large companies.
Our pricing page. We don’t do per-seat pricing, so everyone pays the same.
A post from our CEO on the dangers of having a small group of customers that pay significantly more than everyone else.
Another post from our CEO showing a chart of the lifetime revenue per Basecamp account.
Leave Basecamp painlessly
We know there are other products out there that you can use, and one of them might be a better fit for you. That’s OK. We won’t hassle you or make it difficult for you to leave Basecamp. We’ll guide you in how to export your data and let you cancel on your own when you’re ready.
Our cancellation policy details how to cancel (you can do it right in the app) and what happens when you do.
Our refund policy explains what happens if you paid for a year but cancel early. In most cases we’ll give you a refund for the unused months.
This is the last page you’d see if you cancel. Note the portion about how we won't bombard you with emails trying to claw you back.
Switch to Basecamp today — we’ll be there for you tomorrow, next week, next year, next decade. Don’t trust your business to anything less.
4,000 companies signed up in the last week alone!