Privacy Policy
This policy explains how Carlotta Coach collects, uses, stores and discloses personal information when you use this website, contact us, purchase a service or use connected coaching platforms.
Last updated: 4 September 20261. Who we are
Carlotta Coach provides personalised online fitness coaching, fencing performance coaching, postnatal fitness coaching, ready-made training programs and, when available, private in-person personal training.
In this policy, “Carlotta Coach”, “we”, “us” and “our” refer to the operator of carlottacoach.com and the Carlotta Coach services.
Email: info@carlottacoach.com
2. Information we collect
Depending on how you interact with us, we may collect:
- your name, email address, telephone number and general location;
- account, booking, purchase and transaction information;
- your training goals, experience, schedule, equipment and preferred training environment;
- messages, enquiries, survey answers and information submitted through forms;
- workout completion, progress, check-in and coaching communication recorded through the app;
- technical information such as IP address, browser and device information, referring pages, pages viewed and website interactions; and
- records required for administration, accounting, safety, dispute handling or legal compliance.
You may browse general website content without identifying yourself, although technical data may still be processed through essential website functions and, where permitted, analytics.
3. Health and sensitive information
To assess exercise readiness and provide appropriate coaching, we may ask for relevant information about injuries, symptoms, health conditions, pregnancy or postnatal status, exercise history, movement limitations or clinical guidance you have received.
Health information is treated as sensitive information. We collect it with your consent or where otherwise permitted by applicable law, use it only for relevant coaching, screening, safety and administrative purposes, and restrict access to those who reasonably require it.
Carlotta Coach provides fitness and performance coaching, not medical care, physiotherapy, diagnosis or rehabilitation. We may ask you to obtain guidance or clearance from an appropriate healthcare professional before beginning or continuing exercise.
4. How we collect information
We usually collect information directly from you when you:
- visit or interact with the website;
- submit a contact, screening, booking or coaching form;
- register for the free trial;
- purchase a program, coaching service or session;
- create or use a Trainerize account;
- communicate with us by email, app messaging or an approved social media channel; or
- interact with analytics, cookies or embedded content where enabled.
We may also receive limited information from service providers that support payments, bookings, app access and website operation. If someone provides information for a child or another participant, that person must be authorised to do so.
5. How we use information
We may use personal information to:
- respond to enquiries and provide customer support;
- create and administer accounts, bookings, purchases and program access;
- conduct pre-exercise screening and assess whether a service is appropriate;
- prepare, deliver, monitor and adjust coaching or training services;
- communicate about your account, service, schedule or purchase;
- maintain safety, prevent misuse and protect our website and services;
- understand and improve website performance, content and customer experience;
- send marketing only where permitted and provide an unsubscribe option; and
- meet accounting, taxation, insurance, record-keeping and other legal obligations.
We do not sell personal information.
6. Service providers and disclosure
We may disclose relevant personal information to trusted service providers where reasonably necessary to operate the website and deliver services. These may include:
- website hosting, security and technical service providers, including SiteGround and WordPress-related services;
- Trainerize for accounts, programs, bookings, tracking and coaching communication;
- Stripe or another disclosed payment processor for payment processing;
- Google services used for email, website measurement, search performance or business administration;
- YouTube or other platforms when embedded content is used; and
- professional advisers, insurers, regulators or authorities where reasonably required or permitted by law.
These providers handle information under their own privacy terms and security practices. We aim to share only the information reasonably required for the relevant function.
7. Payments and Trainerize
Purchases, bookings and app access may be completed through Trainerize and its connected payment services. Stripe may process payment information. Carlotta Coach does not receive or store your complete payment-card number.
Trainerize may process account details, training information, workout activity, bookings, messages and progress data required to provide its platform. Your use of Trainerize and Stripe is also subject to their respective privacy policies and terms.
8. Email and direct marketing
If you subscribe to updates or otherwise consent to marketing, we may use your contact details to send relevant news, educational content and information about Carlotta Coach services.
You can unsubscribe at any time by using the unsubscribe link in an email or contacting info@carlottacoach.com. Service messages necessary to administer an active purchase, booking or account are not marketing messages.
10. Overseas processing and disclosure
Some providers used to operate the website and services are based outside Australia or use infrastructure in multiple countries. As a result, information may be processed or stored outside Australia, including in countries where Trainerize, Stripe, Google, SiteGround, YouTube or their service providers operate.
Countries and infrastructure may change. Where applicable, we take reasonable steps required by Australian privacy law when disclosing personal information to overseas recipients. Overseas recipients may be subject to privacy laws different from those in Australia.
11. Storage, security and retention
We take reasonable technical and organisational steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure. However, no website, email service or online platform can be guaranteed completely secure.
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and for applicable legal, accounting, insurance, safety and dispute-resolution requirements. When information is no longer required, we take reasonable steps to delete it or de-identify it, subject to lawful retention obligations and the operation of third-party systems and backups.
12. Children and young people
Where services are offered to a person under 18, a parent or legal guardian must manage or authorise the relevant booking, consent and onboarding process as required. We may collect participant, emergency-contact, screening and safeguarding information reasonably necessary to provide the service.
Children and young people should not submit personal or health information independently where parent or guardian involvement is required. If you believe information has been provided without appropriate authority, contact us so we can review it.
13. Access, correction and complaints
Access and correction
You may ask to access personal information we hold about you or request correction of information that is inaccurate, out of date, incomplete or misleading. We may need to verify your identity and may lawfully refuse or limit a request in some circumstances. If so, we will explain the reason where required.
Deletion and withdrawal of consent
You may ask us to delete information or withdraw consent where applicable. Some information may need to be retained for legal, accounting, safety, insurance or transaction-record requirements.
Privacy complaints
Send privacy requests or complaints to info@carlottacoach.com. Please describe your concern and provide enough information for us to investigate. We will acknowledge and respond within a reasonable period.
If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner. Depending on your location, you may also have rights or complaint options under local privacy law.
14. Changes to this policy
We may update this Privacy Policy when our services, technology providers or legal obligations change. The current version will be published on this page with its latest update date.