Privacy Policy

This Privacy Policy explains how Fitsylvania collects, uses, shares, stores, and protects personal data when you use the Platform. It also explains your rights and the choices available to you.

For most Platform processing, FITORA LTD acts as the controller or business responsible for deciding how and why the data is processed.

Information you provide directly

• Account data such as your full name, email, password, phone number, profile image, username, biography, role, and settings.
• Trainer application and trainer profile data such as country of residence, qualifications, specialties, supporting documents, legal information, payout details, availability, rates, social links, and profile content.
• Booking, checkout, course purchase, payout, refund, support, moderation, and review information.
• Recurring coaching plan, subscription, renewal, cancellation, and subscriber-management information.
• Communications including messages with trainers or clients, review text, report submissions, support tickets, moderation responses, and contact forms.
• Health, wellness, and lifestyle information you choose to provide, such as goals, injuries, limitations, recovery notes, preferences, or session context.
• Session notes a trainer keeps about your sessions. A note can include a part the trainer shares with you, which appears in your account, and a part kept for the trainer's own records, which is not shown in your normal account view. These notes may include health or wellness information related to your training. We host these notes on behalf of the trainer. Keeping a note for the trainer's records limits where it is shown in the product; it does not remove your right to request access to information held about you, and we may be required to disclose note content in response to a lawful request.

Information collected automatically

• Device, browser, IP, operating system, general location derived from IP, and technical diagnostics.
• Authentication and security data such as trusted-device tokens, verification events, login activity, and session details.
• Product analytics and usage data such as page views, click paths, session identifiers, referrers, conversion events, and other interaction signals where required consent has been given for non-essential analytics. Separately, on our home, trainers, and sign-up pages we also take anonymous, aggregate traffic measurements that use no cookies or device storage and create no identifier; because they store and access no information on your device and are not shared with advertising platforms, they do not rely on your consent, and consent continues to govern the identified analytics above and all marketing and advertising tracking.
• Affiliate, referral, and partner-program data such as referral codes, link clicks, referral landing pages, signup attribution, campaign identifiers, payout-method details, wallet statements, payout reviews, and fraud or quality-control records.
• Relationship-source data used to understand whether a trainer-client commercial relationship began through marketplace discovery, a trainer-direct link, affiliate attribution, manual intervention, or another tracked source.
• Browser-storage data such as local-storage items, session-storage items, cookie-consent preferences, theme preferences, shortlist items, booking continuity state, and course progress state.

Information from third parties and providers

• Payment confirmations, payment metadata, and fraud signals from payment providers.
• Authentication data from providers such as Google where you choose social sign-in.
• Email-delivery, cloud-hosting, infrastructure, storage, AI, verification, and video-session provider data needed to operate the service.
• Derived, inferred, aggregated, benchmark, and model-generated data we create from other information we hold.

Fitsylvania Live

• When you post in the public broadcast chat during Fitsylvania Live, we process your account display name and profile image, which are shown publicly to everyone watching that broadcast, together with the chat messages you send.
• For safety and moderation, we also keep the original, pre-moderation version of a chat message (before any automatic filtering, redaction, or removal) as internal moderator and administrator evidence, along with any reports you submit about a broadcast or a message. We may review this material to enforce our rules and investigate abuse.
• Viewer counts shown during a broadcast are server-side aggregate figures only and are not used to identify individual viewers. We do not record the video of a Fitsylvania Live session.

• To create, secure, and maintain accounts and user settings.
• To power search, discovery, trainer applications, trainer profiles, bookings, messaging, reviews, course access, payouts, and customer support.
• To process payments, detect fraud, verify identity, investigate disputes, manage refunds and chargebacks, and keep financial records accurate.
• To track relationship source, direct-link performance, recurring coaching renewal activity, and related marketplace economics so we can operate pricing, payouts, and reporting more accurately.
• To run and moderate referral, partner, and affiliate programs, including tracking link usage, attributing signups, calculating commissions, capping eligibility, reviewing payout requests, and preventing self-referral, spam, and fraudulent traffic.
• To generate dashboards, statements, CSV exports, finance reconciliations, payout ledgers, booking and sales records, operational reports, and marketing-performance reporting for authorised users, admins, advisers, accountants, and service providers acting on our behalf.
• To run trust and safety, moderation, abuse prevention, sanctions checks, no-show investigations, and policy enforcement.
• To operate Fitsylvania Live, including showing the public broadcast chat, filtering and moderating chat messages, enforcing our conduct rules, handling reports, and keeping the aggregate viewer counts and safety records needed to run the feature.
• To send service communications such as verification emails, booking confirmations, reminders, moderation outcomes, security alerts, payout updates, refund decisions, and support messages.
• To improve the Platform, including UX, search quality, booking journeys, course experience, safety systems, and reliability.
• To develop, train, test, evaluate, or improve internal analytics, machine-learning systems, trust-and-safety systems, recommendation systems, and AI-supported features, subject to applicable law and the choices described in this policy.
• To create de-identified, aggregated, benchmark, and statistical insights for internal or external business purposes.

Depending on the context, Fitsylvania relies on one or more of the following lawful bases:

• Contract to provide accounts, bookings, course access, support, payouts, and related services.
• Legitimate interests to operate and improve the marketplace, protect the Platform, prevent fraud, investigate misuse, support moderation, understand product performance, and manage business operations.
• Consent where required, including for certain non-essential analytics, certain advertising or sale/share activity if later enabled, and certain processing of health-related information.
• Legal obligation where we must keep records, respond to lawful requests, comply with consumer, tax, accounting, anti-fraud, or safety obligations, or protect legal rights.

Some information users share on Fitsylvania may qualify as health-related, wellness-related, or "consumer health data" under certain laws. We process that information only where there is an appropriate legal basis and only to the extent reasonably necessary for the requested service, support, safety, product operations, or another lawful purpose described here.

Sharing with other users

• Trainer profile content, reviews, ratings, qualifications summaries, public bios, and certain listing metadata may be visible to other users and visitors.
• Clients and trainers will see information needed to fulfil bookings, resolve support issues, and use messaging features.
• If you post in a Fitsylvania Live broadcast chat, your account display name, profile image, and message text are shown publicly to everyone watching that broadcast, including viewers who are not signed in.

Service providers and infrastructure

We share data with vendors and processors that help us operate the Platform. Depending on the feature in use, this may include providers supporting cloud hosting, application and database infrastructure, and file storage (currently Railway), email delivery, payments and fraud prevention, authentication, analytics, and AI processing.

The specific processors we currently use are: Railway (application, MongoDB database, and file-storage hosting), Stripe (payments and Stripe Connect payouts), Resend (transactional and marketing email), Google (optional sign-in), and OpenAI (the AI assistant, semantic-search embeddings, and admin dispute-drafting support). Where you have given marketing consent, we also use Meta Platforms (the Meta Pixel and Conversions API) for advertising measurement. Live video sessions run on Fitsylvania's own peer-to-peer technology and are not routed through a third-party video provider by default. We will update this list as our processors change.

Internal administrative access and reporting

Authorised Fitsylvania personnel, contractors, advisers, and service providers may access operational, moderation, support, analytics, booking, sales, payout, refund, wallet, and live-session intervention data on a need-to-know basis where reasonably necessary to operate the marketplace, reconcile finances, investigate disputes, prevent fraud, provide support, prepare internal or external reports, or comply with law.

Legal and business disclosures

• We may disclose data where necessary for legal compliance, law enforcement requests, court orders, fraud prevention, safety investigations, insurance, dispute resolution, or protection of rights.
• We may disclose or transfer data in connection with investment, financing, merger, acquisition, sale of assets, reorganisation, insolvency, or other corporate transaction.

Fitsylvania may use, disclose, licence, transfer, or otherwise commercialise de-identified, aggregated, statistical, benchmark, and derived data for lawful business purposes. Those purposes may include analytics, market research, product development, industry insights, performance benchmarking, advertising measurement, strategic partnerships, investor reporting, business sales activity, and AI or model evaluation, training, and improvement.

That may include de-identified or aggregated reporting about marketplace performance, revenue, trainer activity, search behaviour, conversion, course demand, booking outcomes, and marketing effectiveness, including in exported report form.

Fitsylvania does not currently describe itself as selling personal information for money in the ordinary sense. However, some disclosures of identifiers, browsing behaviour, or usage data to analytics, attribution, advertising, or business partners may qualify as a "sale", "sharing", or processing for "targeted advertising" under some U.S. state privacy laws if and when such tools are enabled. Where applicable law requires notice, consent, or opt-out rights for that activity, we will provide them.

Where permitted by law, we may use Platform data, including de-identified or aggregated usage data, moderation signals, conversion data, search data, and performance data, to improve our internal models, recommendation systems, trust and safety systems, and future fitness-related or marketplace-related product intelligence. We do not intend to use identifiable consumer health data for model training where the law prohibits it or without any notice, choice, or consent required by law.

• Because Fitsylvania uses cloud and software providers, personal data may be processed in countries outside the UK. Where applicable, we use appropriate safeguards such as contractual protections or another recognised transfer mechanism.
• We retain data only as long as needed for the purposes in this policy, then delete or anonymise it. Our standard retention periods are:
  • Financial and transaction records (bookings, payments, invoices, wallet ledger, payout records): 6 years after the transaction, to meet UK tax and accounting law and the Limitation Act 1980.
  • Trainer identity and verification documents (ID images, certificates): kept while your trainer account is active and deleted within 90 days of a final decline or of account closure, except where a fraud, dispute, or legal matter requires longer; a minimal record that verification occurred is kept for the account's life. Payment-related identity checks are handled separately by Stripe under its own retention rules.
  • Account profile data: for the life of your account, then deleted within 30 days of account closure (subject to the financial-record exception above).
  • Session notes (notes a trainer keeps about a client's sessions): for the life of the related client and trainer accounts, then deleted on the same basis as account profile data above, unless a note forms part of an open dispute, safety investigation, or transaction record.
  • Chat messages: while your account is active, and up to 12 months after account closure, unless needed for an open dispute or safety investigation.
  • Fitsylvania Live chat and moderation records (broadcast chat messages, the pre-moderation original of a message kept as moderator evidence, and Live reports): kept while needed to run the feature and to investigate abuse or a safety issue, and otherwise on the same basis as chat messages above. Fitsylvania Live video is not recorded.
  • Support tickets: 2 years after the ticket is closed.
  • Analytics events: up to 14 months.
  • Consent and cookie-preference records: for the duration of processing plus the applicable limitation period, as evidence of consent.
  • Inactive accounts: we may notify and then close accounts inactive for 36 months, after which the periods above apply.
• We use technical and organisational measures intended to protect personal data, such as access restrictions, verification controls, monitoring, vendor controls, and security review processes. No system can be guaranteed to be completely secure.

Depending on where you live, you may have rights to access, correct, delete, restrict, object, withdraw consent, receive a portable copy of certain information, or complain to a regulator.

• UK and EEA users may have rights under data protection law to access, rectify, erase, restrict, object, and complain to a supervisory authority.
• Residents of certain U.S. states may have rights to know, access, delete, correct, opt out of sale/share and targeted advertising, and appeal certain privacy decisions.
• Cookie and storage preferences can be managed through our consent controls and the links provided in the footer and cookie policy.
• Marketing messages can be unsubscribed from where relevant, while service messages about bookings, refunds, security, moderation, and support will still be sent where necessary.

To exercise any of these rights, or to ask a privacy question or make a complaint, contact our privacy team at [email protected]. You can also export or delete your account data from your account settings. We aim to respond within 30 days (we may extend by up to two further months for complex requests, and will tell you if so). We may ask you to verify your identity first. If you are unhappy with our response, UK and EEA users may complain to their data protection authority (in the UK, the Information Commissioner's Office).

When you delete your account, we first wind down anything still in progress on your behalf: we cancel your upcoming live sessions, stop future coaching renewals, and automatically submit refund requests for any amounts you are owed under our refund rules, so closing your account never voids money you are legally entitled to. How those refunds are calculated and paid is set out in our Refund Policy (see the "Account Deletion and Closure" section). We then remove or anonymise your personal data except records we are legally required to keep - in particular financial and transaction records, which we retain for 6 years as described in the retention section above, and anything needed for an open dispute, safety, or legal matter. Because your contact details are anonymised as part of closure, refund-confirmation emails may not reach you afterwards, although the refund is still processed to your original payment method.