Privacy Policy

This Privacy Policy explains how Synaptix Software Solutions LLC, which operates CoachPilot ("CoachPilot," "we," "us," or "our"), collects, uses and shares personal information. It covers our website (coachplt.com), the CoachPilot web dashboard, the CoachPilot coach and client mobile apps, and coach landing pages hosted by CoachPilot (together, the "Service").

It applies to visitors to our website, coaches who use CoachPilot ("Coaches"), the clients Coaches invite onto the platform ("Clients"), and people who submit a form on a Coach's landing page ("Leads"). Capitalized terms not defined here have the meaning given in our Terms of Service.

1. Our role: controller and processor

• For website visitors, Coaches, and people who contact us, CoachPilot is the "controller" (or "business") of your information. We decide how it is used, as described in this policy.
• For Client Data and Lead data, the Coach is the controller and CoachPilot is a "processor" (or "service provider"). We process that information on the Coach's behalf and following the Coach's instructions, so that we can provide the Service to them. If you are a Client or a Lead, the Coach's own privacy notice also applies to you, and the best place to start with questions about your data is your Coach.

2. Information we collect

Website forms and contact requests. When you reserve a spot, apply as a founding coach, contact us or answer an optional question on our website, we collect what you submit. This usually means your name, email address and message, your selected plan, and, if you answer it, how you heard about CoachPilot.

Coach account information. When you create a Coach account, we collect your name, email address, password or sign-in credentials, phone number (if you give it), profile photo, country, timezone and unit preferences. We also keep your subscription details from Paddle, such as your plan, billing status and renewal dates.

Payment information. Paddle, our reseller and Merchant of Record, collects and processes your payment details and billing address. We do not receive or store your full card number. Paddle shares limited information with us, such as your customer ID, plan, country and payment status.

Client Data. Coaches and Clients enter information about Clients into the Service. This may include:

• name, email address, profile photo and contact details;
• age, height, weight, body measurements and other body-composition data;
• progress photos and media attached to check-ins;
• health and lifestyle information, such as injuries, medical conditions, dietary preferences, allergies, goals and training history, given in onboarding questionnaires and check-ins;
• meal plans, workout plans, and logs of meals, workouts, sets and weights; and
• messages between the Coach and the Client.

Some of this is health information, which many laws (including the GDPR) treat as a special category of personal data. It is collected by the Coach for their coaching, and the Coach is responsible for getting any consent required (see section 4).

Lead data. When someone fills in a form on a Coach's landing page, we collect what they submit for the Coach, such as their name, email address, phone number, and answers to the Coach's qualifying questions.

App and device information. Our mobile apps collect a push notification token so we can send you notifications, and basic device and app information needed to run the apps, such as device type, operating system and app version. The apps show whether a user is currently online in chat.

AI feature data. When a Coach or Client uses an AI feature, we store the conversation and output so it can be shown in the Service, along with usage counts so we can apply usage allowances.

Logs. Our servers keep technical logs, such as IP address, request times and errors, to keep the Service secure and working.

Website analytics, advertising and attribution. On our marketing website we use Google Analytics to see which pages are visited, how visitors find us, and which buttons and forms they use, along with general device and browser information. We may use the Meta Pixel and the Google Ads tag to measure the results of our ads and to show ads for CoachPilot to people who have visited our website. When you sign up through a form on our website, your email address (and first name, if you give one) is hashed in your browser and shared with Meta so it can match the sign-up to a Meta account ("advanced matching"). We also store a first-party cookie for up to 90 days that records how you first arrived on our website (for example, the referring site or campaign link), and we save it with your sign-up. These tools run on our marketing website only, not in the coaching dashboard or apps.

3. How we use information

We use information to:

• provide and operate the Service, including building and delivering meal and workout plans, check-ins, messaging, notifications, landing pages and AI features;
• create and manage accounts, subscriptions and billing, together with Paddle;
• migrate a Coach's data from another platform when they ask us to;
• respond to enquiries and provide support;
• send service emails, such as sign-up confirmations, account notices, billing notices and changes to our terms;
• send Coaches product updates and marketing emails, which you can unsubscribe from at any time;
• measure and improve our marketing, as described in section 2;
• keep the Service secure, prevent fraud and abuse, and fix problems; and
• comply with legal, tax and accounting obligations, and enforce our terms.

We do not sell personal information, and we do not share it for cross-context behavioral advertising, except for the website advertising tags described in section 2. We do not use Client Data or Lead data for our own marketing, and we do not use them to train AI models.

4. Legal bases (EEA, UK and Switzerland)

Where the GDPR or UK GDPR applies, we rely on:

• contract, to provide the Service to Coaches and to process subscriptions;
• legitimate interests, to secure and improve the Service, answer enquiries, and send Coaches relevant product updates, where those interests are not overridden by your rights;
• consent, for analytics and advertising cookies and tags, and for marketing emails where the law requires it. You can withdraw consent at any time; and
• legal obligation, for tax, accounting and other legal requirements.

For Client Data, including health data, the Coach is responsible for having a valid legal basis, which for health data will usually be the Client's explicit consent.

5. Who we share information with

We share information with service providers that help us run CoachPilot. They may use it only to provide their services to us and are bound by contract to protect it:

Within the Service, a Client's information is visible to the Coach who invited them and to anyone that Coach gives access to their account. Lead data is visible to the Coach whose landing page collected it. Information you put on a published landing page, such as a Coach's bio, testimonials and transformation photos, is public.

We may also disclose information if the law requires it, to protect the rights, safety or property of CoachPilot, our users or others, or as part of a merger, acquisition, financing or sale of assets, in which case this policy will continue to apply to it.

6. International transfers

CoachPilot is based in the United States, and our providers may process information in the United States and other countries. When we transfer personal information from the EEA, UK or Switzerland, we rely on appropriate safeguards, such as the European Commission's Standard Contractual Clauses or the provider's certification under the EU-U.S. Data Privacy Framework.

7. How long we keep information

• Active accounts: we keep account data, Client Data and Lead data for as long as the Coach's account is open.
• Cancelled or lapsed paid plans: the account moves to the Free plan and its data is kept, so the Coach can upgrade again without losing anything. Clients above the Free plan's limit become read-only, but nothing is deleted.
• Deleted accounts: when a Coach deletes their account, or asks us to delete it, we delete its data, including its Client Data and Lead data, from our live systems within 30 days. Copies in backups are overwritten within a further 90 days.
• Clients removed by a Coach: the Coach decides whether to keep or delete a former Client's data. A Client can also ask us to delete their account (see section 8).
• Billing records: we and Paddle keep invoices and transaction records for as long as tax and accounting law requires, usually up to 7 years.
• Website forms and enquiries: we keep these for as long as needed to respond and follow up, and for up to 2 years after our last contact with you.
• Logs: kept for a limited period, usually no more than 90 days, unless needed to investigate a security issue.

8. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal information, to object to or restrict how we use it, and to withdraw consent. This includes rights under the GDPR and UK GDPR, and under US state privacy laws such as the California Consumer Privacy Act. We will not treat you differently for using these rights.

• Coaches can update most of their information in their account settings, and can ask for an export or deletion of their data at [email protected].
• Clients and Leads: because your Coach controls your data, we will usually pass your request to your Coach and help them respond. You can contact your Coach directly, or contact us and we will help.
• Marketing emails: use the unsubscribe link in any marketing email.
• Push notifications: turn them off in your device settings.

To make a request, email [email protected]. We may need to verify your identity first. If you are in the EEA, UK or Switzerland, you also have the right to complain to your local data protection authority.

Cookies. In the EU, EEA, UK and Switzerland, we ask for your consent before using analytics and advertising cookies, the Meta Pixel or the attribution cookie. Everywhere else, you can turn them off. You can change your choice at any time with "Cookie Settings" at the bottom of every page. You can also limit cookies in your browser settings, opt out of Google Analytics with the Google Analytics opt-out add-on, and control ads based on your activity in your Meta and Google ad settings.

9. Security

We protect information with technical and organizational measures, including encryption in transit, access controls that limit each Coach and Client to their own data, and restricted staff access. No system is completely secure, so we cannot guarantee absolute security. If we become aware of a breach affecting your personal information, we will notify you and the relevant authorities as the law requires.

10. Children

The Service is not directed at children under 16. Coaches must be at least 18, and Clients must be at least 16. We do not knowingly collect personal information from children under 16. If you believe a child under 16 has given us information, contact us and we will delete it.

11. Changes to this policy

We may update this Privacy Policy. If we make material changes, we will update the "Last updated" date and tell account holders by email or in the Service before the changes take effect.

12. Contact us

Synaptix Software Solutions LLC (CoachPilot)
Bel Air, Maryland, USA
[email protected]