Legal Terms and Policies

1.1 Acceptance of Terms

By accessing or using the CoachHQ platform ("Platform"), you agree to be bound by these Terms of Service ("Terms"). These Terms constitute a legally binding agreement between:

CoachHQ Apps FZCO, a company incorporated in the United Arab Emirates ("CoachHQ", "we", "our"), and the individual or business using the Platform ("User", "Customer", or "Coach").

If you do not agree with these Terms, you must not access or use the Platform.

1.2 Licence to Use the Platform

CoachHQ grants the User a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for operating their coaching business.

The User may not:

• sublicense access to the Platform
• resell access to the Platform
• reverse engineer or decompile the software
• scrape or replicate the Platform's database structures
• attempt to build competing products using Platform technology

All intellectual property rights remain the sole property of CoachHQ Apps FZCO.

1.3 Platform Features

The Platform may include tools and functionality for:

• client management
• check-ins and forms
• automation and workflows
• messaging
• integrations
• analytics dashboards

CoachHQ reserves the right to modify, improve, remove, or introduce new features at any time.

1.4 Subscription Access

Access to the Platform is provided through a subscription. Subscriptions may be billed through payment processors including but not limited to:

• Whop
• Stripe

Subscriptions automatically renew unless cancelled in accordance with these Terms. Downgrades will take effect at the end of the current billing cycle. Upgrades may occur at any time and will be applied immediately with prorated billing.

1.5 Client Limits

Certain subscription tiers include limits on the number of clients that may be managed.

If a User exceeds the permitted client limit for their plan, CoachHQ reserves the right to automatically upgrade the User to the appropriate plan tier.

The User authorises CoachHQ to apply the relevant subscription charges.

1.6 Launch Pricing and Price Lock

Certain Users may receive access to launch pricing. Where applicable:

• Monthly plans may receive a price lock for the first 12 months.
• Yearly plans may receive a price lock for the first 24 months.

Price locks apply only to the User's current subscription tier and do not apply to:

• newly released features
• additional paid add-ons
• higher pricing tiers
• additional staff seats

If a User cancels their subscription and later rejoins the Platform, any previously granted launch pricing or price lock will no longer apply.

1.7 Annual Price Adjustments

Standard subscription plans may be subject to a price increase of up to 10% on January 1st each calendar year to account for inflation and operational costs.

Yearly subscriptions will renew at the updated yearly price unless a specific price lock applies.

1.8 Staff Seats

CoachHQ reserves the right to introduce charges for platform users including but not limited to:

• coach seats
• setter seats
• closer seats
• additional staff accounts

CoachHQ reserves the right to define and modify thresholds at which these charges apply.

1.9 Trainerize Integration

Trainerize integration is available only for Users operating on the Trainerize Studio plan.

If a User is not on the Trainerize Studio version, the integration may not function.

CoachHQ shall not be responsible for any integration failures caused by the User's Trainerize account configuration.

Any integration setup fees paid remain non-refundable.

1.10 Payment Obligations

Users are responsible for maintaining valid payment details.

If payments become overdue by more than three (3) days, CoachHQ reserves the right to:

• suspend platform access
• restrict platform functionality
• recover outstanding balances

Access may be restored once all outstanding balances have been settled.

1.11 Refund Policy

CoachHQ operates a strict no-refund policy.

Refunds will only be issued where a billing error has occurred on the part of CoachHQ.

1.12 Onboarding Calls

Certain plans may include onboarding calls with the CoachHQ team.

Users must reschedule onboarding calls at least four (4) hours prior to the scheduled call time.

Failure to provide sufficient notice may result in cancellation or reassignment of the call.

1.13 Support

Support is provided via:

• Dedicated Slack support channels (paid Slack account required)
• Email support at support@hq.coach

Support response targets are:

• 48 hours during weekdays
• 72 hours during weekends

Public holidays may extend response times. These response targets do not constitute a guaranteed service level agreement.

1.14 Acceptable Use

Users must not use the Platform for:

• illegal activities
• harassment or abusive behaviour
• fraudulent services
• spam or deceptive marketing
• selling illegal substances
• hosting prohibited content
• activities that may damage CoachHQ's reputation or business

Users may not use automated systems, bots, scripts, or scraping technologies to access, monitor, or extract data from the Platform without written permission from CoachHQ. CoachHQ reserves the right to suspend or terminate any account engaged in such activities.

1.15 Data Ownership

Users retain ownership of the client data they upload or manage within the Platform.

CoachHQ acts solely as a data processor for the purposes of delivering platform services.

The User represents and warrants that they have obtained all necessary rights, permissions, and lawful basis to collect, store, and process any personal data uploaded to the Platform. The User further confirms that such data has been collected in compliance with applicable privacy and data protection laws.

1.16 Data Retention

Upon account termination, CoachHQ may retain user data for up to ninety (90) days before permanent deletion.

Users are responsible for exporting any required data prior to termination.

1.17 Third-Party Integrations

CoachHQ may integrate with third-party services including but not limited to:

• Stripe
• Whop
• Slack
• Trainerize

CoachHQ is not responsible for outages, functionality changes, or disruptions caused by third-party providers.

1.18 Beta Features

Certain platform features may be released as Beta, Early Access, or Experimental Features. Such features may contain bugs or incomplete functionality and are provided without warranty.

1.19 Limitation of Liability

To the fullest extent permitted by law, CoachHQ shall not be liable for:

• loss of profits
• loss of business
• loss of data
• indirect or consequential damages

Maximum liability shall not exceed the total subscription fees paid by the User during the preceding twelve (12) months.

Users are solely responsible for maintaining backups of any data stored within the Platform. CoachHQ shall not be liable for any loss of data resulting from system failure, user error, or service interruption.

The User agrees to indemnify, defend, and hold harmless CoachHQ Apps FZCO, its directors, employees, contractors, and affiliates from any claims, liabilities, damages, losses, or expenses arising from: the User's use of the Platform, violation of these Terms, infringement of third-party rights, or unlawful data uploaded to the Platform.

1.20 Termination

CoachHQ reserves the right to suspend or terminate accounts where Users:

• breach these Terms
• engage in fraudulent behaviour
• initiate chargebacks
• fail to pay subscription fees
• engage in behaviour harmful to CoachHQ

Termination does not waive the obligation to pay outstanding balances.

1.21 Governing Law

These Terms shall be governed by the laws of the Dubai International Financial Centre (DIFC).

CoachHQ reserves the right to pursue recovery of outstanding balances internationally.

1.22 Amendments

CoachHQ reserves the right to amend these Terms at any time. Continued use of the Platform constitutes acceptance of the revised Terms.

2.1 Overview

CoachHQ Apps FZCO respects the privacy of its Users and their clients. This policy explains how data is collected, used, and protected.

2.2 Information We Collect

Information may include:

• account details
• client data entered by Users
• billing details
• usage analytics
• communication records

2.3 How Data Is Used

Data may be used to:

• operate the platform
• process payments
• provide support
• improve platform functionality
• analyse performance and usage patterns

2.4 Data Security

CoachHQ implements technical and organisational measures to protect data. However, no system can guarantee absolute security.

2.5 Third-Party Processors

Data is processed by the following categories of provider, including:

• Amazon Web Services (AWS) — cloud hosting and databases (EU region, Stockholm)
• Cloudflare R2 — storage for files uploaded to the platform, such as client check-in photos, logos and attachments
• Anthropic — provider of the AI models behind CoachHQ's AI features (see the AI Usage Policy, section 6)
• Stripe and Whop — payment and subscription processing
• Sentry — error monitoring (automatic personal-data capture is disabled)
• Expo, Apple Push Notification service and Firebase Cloud Messaging — delivery of mobile push notifications
• ClickHouse (self-hosted) — usage analytics, stored on CoachHQ-controlled infrastructure
• Email delivery, product analytics and the scheduling or messaging integrations you choose to connect (for example Calendly and Slack)

The current full sub-processor list, with data locations and transfer safeguards, is published in the CoachHQ Privacy Policy and is updated as providers change.

2.6 Data Retention

Data may be retained for up to ninety (90) days after account termination.

2.7 Data Requests

Users may request data access, correction, or deletion by contacting: privacy@hq.coach

2.9 Push Notifications

With your permission, the CoachHQ mobile app sends push notifications about client activity, check-in submissions, payments and appointments. To deliver these we store a device push token and send notification content through Expo and the platform push services operated by Apple (APNs) and Google (FCM). We do not use push tokens for advertising. You can turn notifications off at any time in your device settings or under Settings → Notifications in the app; this does not affect your account.

2.10 Health and Fitness Information

Coaches use CoachHQ to collect check-in data from their clients, which may include body weight, measurements, photos, training and nutrition adherence, sleep, energy, mood and free-text notes about wellbeing. This is special-category personal data under UK/EU GDPR. We process it only as processor, on the instructions of the coaching business that collected it. We do not use it for advertising, sell it, share it with data brokers, or use it to train AI models. The coaching business is responsible for obtaining the client's explicit consent before collecting it.

2.11 Age

CoachHQ is a business tool for coaching professionals. You must be at least 18 to create an account. The platform is not directed to children and we do not knowingly collect personal data from children through our own websites or signup. If a coach's client is a minor, that coach must obtain verified parental consent before entering the minor's data and remains the controller of it.

6.1 What is sent to the AI provider

When you or your team use an AI feature, the information needed to answer the request is sent to Anthropic's API over an encrypted connection. Depending on the request, this can include identifiable Customer Data — for example client names, check-in details, messages or other coaching records the feature is asked to work with. AI features send only the data relevant to the request.

6.2 No model training on your data

Anthropic does not use data submitted through its API to train its models, and CoachHQ does not permit any AI provider to use your data or your clients' data for model training.

6.3 Platform improvement

Separately from the AI features, CoachHQ may use anonymised, aggregated usage data to improve the platform. This data does not identify you or your clients.

6.4 Your responsibility

AI outputs are generated suggestions and can be inaccurate or incomplete. Users remain responsible for reviewing AI outputs before acting on them and for their own professional judgement.