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Privacy policy

Privacy policy

Last updated: 23 feb 2026
this privacy policy explains how Outcoach pty ltd collects, uses, stores, shares and protects personal information when providing the Outcoach website, mobile app, web app, apis and related services.

1. Who this policy applies to

This policy applies to personal information collected through Outcoach’s website, web application, mobile application, support channels, sales process, integrations and related services.

In this policy, “Outcoach”, “we”, “us” and “our” mean Outcoach pty ltd. “Customer” means the business, club, school, studio, association or other organisation that signs up for or uses the services. “End user” means a person the customer adds to or interacts with through the services, such as a coach, teacher, parent, guardian, student or member.

Where a customer uses Outcoach to manage information about its own students, families, staff or members, that customer is generally responsible for deciding what information is collected and why. Outcoach generally handles that information on the customer’s behalf as part of providing the service.

2. The kinds of personal information we collect

Depending on how the services are used, we may collect or receive the following categories of personal information:

  • identity and contact details, such as name, email address, phone number, date of birth, profile image, address and organisation details;
  • account details, login credentials, authentication data and user role information;
  • relationship and directory information, such as parent-child links, emergency contacts, student-staff assignments and class enrolment records;
  • health or sensitive information that a customer chooses to record, such as injuries, allergies, accessibility needs or emergency information;
  • billing and transaction data, such as invoices, payment status, subscription details and limited payment-related metadata from payment processors;
  • communications and engagement data, such as messages, notices, announcements, support requests, feedback and notification preferences;
  • progress, attendance and performance information, such as class history, notes, goals, achievements, assessment records and other coaching or learning records;
  • photos, videos and other files uploaded to the platform;
  • technical and usage information, such as ip address, device information, browser type, app version, language settings, log data and analytics events; and
  • information we receive from third-party services you connect or use to sign in, such as google account profile details or data from integrated payment, messaging, calendar or storage services.

3. How we collect personal information

We collect personal information directly from you when you create an account, fill in forms, contact us, request a demo, subscribe, upload data, send messages, connect integrations, make payments, use the services or otherwise interact with us.
We may also receive personal information indirectly from customers who upload or enter information about their staff, parents, students, guardians or members; from payment processors and other service providers; from analytics and security tools; and from identity or sign-in providers such as google.

4. Why we collect, use and disclose personal information

We collect, use and disclose personal information for purposes connected with operating and improving Outcoach, including to:

  • provide the services, including scheduling, contact management, messaging, bookings, media sharing, invoicing, payments, reporting and record keeping;
  • create and administer accounts, authenticate users and manage permissions;
  • provide customer support, onboarding, migration assistance, training and troubleshooting;
  • send service messages, reminders, notices, receipts, security alerts and other administrative communications;
  • process subscriptions, manage billing, detect fraud and enforce payment obligations;
  • monitor usage, maintain security, prevent misuse and investigate incidents;
  • develop, improve and test features, workflows and user experience;
  • generate aggregated or de-identified analytics, operational insights and benchmarking data;
  • comply with legal obligations, enforce our terms and protect rights, safety and property;
  • send marketing communications where permitted by law, subject to your opt-out choices; and
  • operate ai-enabled features, where available, including generating summaries, suggestions or other outputs requested through the services.

5. Our basis for handling personal information

Where applicable law requires a basis for processing, we handle personal information where it is reasonably necessary to provide the services, perform our contract with a customer, comply with law, protect legitimate interests such as security and product improvement, or because a person has given consent.

If sensitive information is entered into the services, the customer is responsible for ensuring that it has a lawful basis and any required notice or consent for that collection and use.

6. Minors and customer responsibilities

Outcoach is used by organisations that may manage information relating to children or other individuals under the care of the organisation. We do not knowingly invite children to contract directly with us for a business account.
If a customer uses the services for students, minors or other dependants, the customer is responsible for determining what information is collected, ensuring that collection is lawful, and providing any privacy notices and obtaining any parental, guardian or other consents required under applicable law. Where end users of a customer’s account (such as students or class members) may include minors, the customer is responsible for obtaining any parental or guardian consent required to enter that information into the services.
Customers must not upload more personal information than is reasonably necessary for their use of the services.

7. Ai-enabled features

Outcoach may offer features that use artificial intelligence, machine learning or automated assistance. When you use those features, the prompts, inputs and related content you submit may be processed to generate responses, summaries, recommendations or other outputs.
AI outputs can be incomplete, inaccurate or unsuitable. Customers and end users must review and validate outputs before relying on them, especially where the output could affect safety, a child, a financial decision, a legal issue, health-related matters or any other material decision.
We may use service data, including prompts and outputs, to operate, secure and improve ai-enabled features unless our agreement with a customer states otherwise

8. Cookies, analytics and similar technologies

We may use cookies, local storage, pixels, sdks and similar technologies on our website and apps to keep users signed in, remember preferences, understand usage, measure marketing effectiveness, protect accounts and improve performance.

You can usually control cookies through your browser or device settings, but blocking some technologies may affect functionality.

9. When we share personal information

We may disclose personal information to the following categories of recipients where reasonably necessary:

  • hosting, cloud storage, infrastructure, security, backup and database providers;
  • payment processors and billing providers;
  • email, SMS, push notification and communication service providers;
  • analytics, product improvement and customer support tools;
  • identity providers and integration partners that you choose to connect;
  • professional advisers, auditors, insurers and potential investors or acquirers, subject to appropriate confidentiality safeguards; and
  • courts, regulators, law enforcement agencies or other parties where disclosure is required or permitted by law or reasonably necessary to protect rights, safety or the services.

10. Overseas disclosure and storage

Outcoach may use service providers and infrastructure located in australia, the united states, and the european union, including ireland and the united kingdom. As a result, personal information may be stored in or accessed from countries outside australia.
Where we disclose personal information overseas, we take reasonable steps to require service providers to handle it in a manner consistent with applicable privacy obligations. However, privacy laws in other countries may differ from australian law.

11. Payment information

Online payments and subscription billing may be handled by third-party payment providers such as Stripe or other providers we choose from time to time.
Outcoach generally does not store full payment card numbers on its own servers unless expressly stated otherwise. Payment details are typically collected and processed by the relevant payment provider under that provider’s own terms and privacy policy.

12. Security

We use reasonable technical and organisational measures designed to protect personal information from unauthorised access, loss, misuse, interference, alteration and disclosure. Where an eligible data breach occurs, we will notify affected individuals and the office of the australian information commissioner in accordance with the notifiable data breaches scheme under the privacy act 1988 (cth).
No system is completely secure. You are responsible for maintaining the security of your account credentials and devices, and for notifying us promptly if you suspect unauthorised access or a security issue.

13. Data retention

We keep personal information for as long as reasonably necessary for the purposes described in this policy, including to provide the services, maintain backups, comply with legal obligations, resolve disputes, detect fraud and enforce agreements.

Retention periods may vary depending on the type of information, the customer’s subscription status, legal requirements and legitimate operational needs. After the relevant retention period, we may delete or de-identify information.

14. Access, correction and deletion

Where available, users can access and update some profile and account information from within the platform.
If you would like to request access to, correction of or deletion of personal information held by Outcoach, you can contact us using the details below. We may need to verify identity and authority before acting on a request.
If you are an end user whose information was uploaded by a customer, we may need to direct your request to that customer because it controls much of that information in the first instance.

15. Direct marketing

We may send marketing communications about Outcoach products, features or events where permitted by law. You can opt out at any time by using the unsubscribe link in the message or contacting us. We comply with the spam act 2003 (cth). All commercial electronic messages will include sender identification and a functional unsubscribe facility.
Opting out of marketing will not stop essential service, billing or account communications.

16. Third-party sites and services

The services may contain links to third-party websites or rely on third-party products and integrations. Those third parties have their own privacy practices. We are not responsible for the privacy or security practices of third-party services that we do not control.

17. Changes to this policy

We may update this privacy policy from time to time. If we make a material change, we may notify users by posting the updated policy on our website, through the services, by email or by another reasonable method.

The “last updated” date at the top of this policy shows when the current version took effect.

18. Contact us

If you have questions, concerns, privacy requests or complaints, you can contact us at:

  • email: support@outcoach.io
  • address: 700 swanston street, carlton vic 3053, australia
  • website: io

19. Australian privacy rights

If you are in australia, we handle personal information in line with applicable australian privacy law, including the privacy act 1988 (cth) where it applies.
To make a privacy complaint, email support@outcoach.io with “privacy complaint” in the subject line and include enough detail for us to investigate. We will usually acknowledge your complaint within 5 business days and aim to provide a substantive response within 30 days. If you are not satisfied with our response, you may complain to the office of the australian information commissioner at oaic.Gov.Au or another relevant regulator.