Contact Fluid Labs LLC
Koach is operated by Fluid Labs LLC, 7918 Jones Branch Dr, FL 4-362, McLean, VA 22102, United States. Contact support@usekoach.com. Never send passwords, full payment-card details, or unnecessary medical information in a support request.
Information you provide
Koach processes account and profile information, email, age/eligibility information, US state, coaching relationships, program content, exercise and meal preferences, progress entries, uploaded photos/media, messages, reviews, and support reports. Activity, weight, meals, goals, and physical restrictions can be sensitive. Share only information relevant to coaching; do not use Koach to submit medical records for diagnosis or treatment.
Payment and identity information
Stripe collects payment and coach-verification information through its own interfaces. Koach receives account identifiers, verification/capability status, subscription and transaction references, payment status, billing periods, and information needed for eligibility and service access. Do not send card numbers or identity-document images to Koach support. Stripe’s privacy disclosures also apply to information Stripe processes.
Service and security records
We process technical request information and records of sign-in, consent, purchases, tier changes, capacity selections, renewals, refunds, restrictions, and support decisions to operate, secure, and troubleshoot the service. These records support duplicate-charge prevention, recovery from interrupted processing, disputes, and access enforcement.
How information is used
Information is used to authenticate users, connect clients and coaches, deliver programs and messages, calculate access and capacity, process purchases/cancellations, provide support, address abuse, and meet legal obligations. Health and fitness information is not used for targeted advertising or unrelated data mining.
Sharing and service providers
Connected coaches receive information needed for the selected service, including relevant progress and client state for their compliance responsibilities. Public profiles, published descriptions, and reviews are visible according to product settings. Providers such as Supabase for authentication/storage, Stripe for payments, and approved hosting/email providers process the information needed to provide their services. Relevant information may be disclosed when legally required or necessary to address fraud, safety, or disputes. Coaches remain independently responsible for information they process outside Koach.
Clients aged 13–17
Koach does not permit users under 13. For eligible minors, guardian confirmation records include the guardian’s name/email, confirmation of authority and consent, agreement version, time, and related audit information. Guardian confirmation is also required for the first paid purchase. There is no separate guardian dashboard or automatic copy of every message. Guardians may contact support concerning access, consent, correction, or deletion.
Withdrawal of guardian consent
A parent or legal guardian may withdraw consent through the verified consent process or by contacting support. After verifying the request, Koach restricts the minor’s normal coaching account access, blocks new purchases, and stops all client-plan renewals. Support reviews remaining paid service, any applicable refund, and data-handling requirements. Remaining paid time does not override the restriction; withdrawal does not automatically determine a refund. Restoring consent does not silently restart canceled renewals.
Your choices and requests
Manage profiles, visibility, relationships, blocking, and subscriptions through the available account controls. Initiate deletion in Settings or contact support concerning access, correction, export, or deletion. We may need to verify requests before disclosing or changing information. Canceling renewal, blocking someone, removing the app, and deleting an account have different effects; review each confirmation.
Retention and security
Information is retained as needed for the stated purposes and applicable legal obligations. Deletion removes information not needed for continuing legal, financial, fraud-prevention, or dispute purposes. The deletion confirmation explains the completion period. Access to retained records is restricted. No system can guarantee absolute security; safeguards include access controls and operational procedures appropriate to the information processed.
Account deletion and recovery
Request deletion in Settings. The confirmation explains required cancellations, any remaining paid-service obligations, and the account’s current deletion stage. The 30-day recovery period starts when your deletion request is recorded. If existing paid-service obligations end later, the recovery deadline extends until those obligations end; the service displays the earliest scheduled deletion date. Scheduled permanent deletion will not occur before that date, and unresolved payment, dispute or retention questions require review. You may cancel a pending deletion request until permanent deletion begins, including when reviews delay completion beyond the displayed date. Canceling deletion does not automatically restart subscriptions, reverse a ban, or restore withdrawn guardian consent. Once the date and required reviews are complete, information eligible for deletion is removed and completion is communicated. Records required for an identified legal, financial, fraud-prevention, or dispute purpose may remain under restricted access; the recovery period is not a universal retention period for those records. Contact support for earlier-deletion requests involving exceptional circumstances or mandatory rights.
Policy changes
The version and revision date identify this policy. Material changes are communicated through the service and renewed consent is obtained where required before changed processing begins. Contact Fluid Labs LLC for privacy questions or requests.