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.
United States launch and age eligibility
Koach initially serves US residents and US businesses. Coaches must be at least 18; clients must be at least 13. Clients aged 13–17 need an adult parent or legal guardian to confirm their authority, consent to use and relevant data processing, and accept the applicable agreements through the guardian-consent process. Confirmation is required again at the first paid purchase. A checkbox completed by the minor alone does not replace guardian confirmation. Users under 13 are not permitted. iOS external purchase links are available only through the United States App Store storefront. Temporary travel does not by itself change a US resident’s eligibility.
Non-medical coaching
Koach supports exercise programming, meal planning, and general nutrition guidance for fitness goals. It is not a medical service. Diagnosis, treatment, physical therapy, injury rehabilitation, medical nutrition therapy, and prescribing are not permitted through Koach. Coaches must describe their services truthfully and must not guarantee health outcomes. Consider advice from a qualified healthcare professional before significant diet or exercise changes. Stop an activity that causes concerning symptoms and seek appropriate care. Koach is not an emergency service.
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 account and agreements
Provide accurate information and protect your sign-in credentials. Do not impersonate another person or share an account to bypass limits. Applicable agreements and versions are presented for acceptance; acceptance records include the account, version, and time. Coaches also accept the Coach Agreement. Clients and, where required, guardians accept the Client Service Terms. Changes requiring renewed acceptance will be presented before applying and do not retroactively erase an already-paid service commitment.
The platform subscription
Coaches purchase their Koach subscription from Fluid Labs LLC through Stripe. The selected tier determines client capacity and feature limits. Each distinct client counts once across that coach’s programs, including free and trial clients and protected paid-through relationships. Published tier limits and the checkout price describe the purchase. A downgrade does not automatically delete existing assets, but creating or using features may be restricted by the effective tier.
Coach tier changes and cancellation
Basic is free with no billing cycle. Paid coach tiers renew monthly or annually as selected; annual subscriptions charge the entire annual price at the start of the annual cycle. Upgrades take effect only after confirmed payment, at the price and dates shown in checkout. Ordinary downgrades and cancellations take effect at the paid-cycle boundary when the coach fits the requested client limit. Otherwise new distinct clients are blocked, selected client renewals are stopped, and already-paid service is protected. If capacity still exceeds the requested limit at that boundary, the outgoing tier may continue for at most one final monthly cycle at its published monthly price, including after an annual term. The possible final charge, selection deadline, and latest change date must be disclosed and accepted before confirmation. There is no separate overflow fee. Ordinary mid-cycle downgrades and cancellations are not prorated refunds, subject to applicable law.
Client purchases and your service provider
The coach identified in a plan and at checkout provides the coaching service, sets its price, and is the merchant for that purchase. Client plans renew monthly unless renewal is canceled. Review the description, total price, tax, start conditions, and renewal terms before paying. Stripe processes direct charges on the coach’s connected account. Koach does not receive, hold, or later disburse gross client-plan proceeds and does not add an application fee at launch. This arrangement does not remove Fluid Labs LLC’s responsibilities for its own conduct or your non-waivable rights.
Content, communication, and safety
You retain your rights in content you provide and permit Koach to store, process, and display it as needed to operate the service and deliver it to authorized recipients. Do not upload content you lack permission to use, disclose another person’s private information, harass others, exploit minors, publish unlawful content, or make misleading health claims. Report concerns through the app or support. Blocking stops communication; it does not by itself cancel a paid plan or end paid-through access. We may investigate credible reports and restrict unlawful, unsafe, or abusive activity.
Payment recovery and protected service
A first failed coach payment enters payment recovery rather than immediately causing a ban. New clients, sales, and paid-tier changes may be restricted during recovery. After required retries and final notice are exhausted, all client renewals are stopped and the coach may only finish existing protected service. The account ban becomes effective after the last protected client period ends. Unpaid balances remain due; payment does not automatically reverse the ban. Support may consider a discretionary review. Separate safety or legal concerns may require earlier restrictions.
Refunds and mandatory rights
The Refund and Cancellation Policy explains service complaints and refund grounds. Nothing in these terms removes mandatory consumer protections, unauthorized-payment rights, or applicable card-network dispute rights. Contacting support is not a prerequisite to exercising rights that applicable law gives you independently.
Privacy
The Privacy Policy explains our handling of account, fitness, coaching, messaging, payment-reference, and consent data. Removing the app is not subscription cancellation or account deletion.
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.