Privacy policy

Last updated: 5 October 2026

This privacy policy explains how Outcoach Pty Ltd collects, uses, stores, discloses and protects personal information in connection with the Outcoach website, mobile app, web app, APIs and related services (the services).

This policy is a statement of our practices. It is not a contract and does not create contractual rights or obligations.

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, and Outcoach generally handles that information on the customer’s behalf. The customer’s own privacy policy applies to how the customer handles that information. This policy does not cover the privacy practices of our customers, or personal information about our own employees.

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.

You do not have to give us personal information, but if you don’t, we may not be able to provide some or all of the services. We do not require sensitive information to use the 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.

Information that has been aggregated or de-identified so that it no longer identifies an individual is not personal information, and we may use it for any lawful purpose, subject to section 7.

We may also use or disclose personal information for other purposes we explain at the time of collection, with consent, or where permitted or required by law.

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, pursue legitimate interests such as security and product improvement, or because a person has given consent. If you are in the European Union or the United Kingdom, see our GDPR page for more information.

If sensitive information, such as health 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 about children or other individuals in their care. We do not knowingly allow 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 deciding what information is collected, making sure that collection is lawful, providing any required privacy notices, and obtaining any parental, guardian or other consent required by law.

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, including by third-party AI service providers, to generate responses, summaries, recommendations or other outputs.

AI outputs can be incomplete, inaccurate or unsuitable. Customers and end users must review outputs before relying on them, especially where an output could affect safety, a child, a financial decision, a legal issue, health-related matters or any other material decision.

Outcoach does not use customer data, including prompts, inputs and outputs, to train AI models. We process this data to provide, operate, secure and support AI-enabled features, and as otherwise described in this policy. Third-party AI service providers handle data under their own terms.

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. See our Cookie Policy for more detail.

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:

the customer that administers your account, and other users that customer gives access to;
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, AI and customer support providers;
identity providers and integration partners that you or a customer choose to connect;
professional advisers, auditors and insurers, and potential or actual investors, acquirers or successors in connection with a financing, merger, acquisition or sale of assets, subject to appropriate confidentiality safeguards;
other parties with your consent or at your direction; 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.

We do not sell personal information.

10. Overseas disclosure and storage

Outcoach and its service providers may store or access personal information in Australia, the United States, the European Union, the United Kingdom and other countries where our service providers operate.

Where we disclose personal information overseas, we take reasonable steps to require recipients to handle it in a manner consistent with applicable privacy obligations. 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. Payment details are collected and processed by the relevant payment provider under its own terms and privacy policy. Outcoach generally does not store full payment card numbers on its own systems.

12. Security

We hold personal information electronically, on our own systems and those of our service providers. We use reasonable technical and organisational measures designed to protect personal information from unauthorised access, loss, misuse, interference, modification and disclosure. No system is completely secure, and we cannot guarantee the security of information.

Where the notifiable data breaches scheme under the Privacy Act 1988 (Cth) applies to us, we will notify affected individuals and the Office of the Australian Information Commissioner of eligible data breaches as that scheme requires.

You are responsible for keeping your account credentials and devices secure, and for telling us promptly if you suspect unauthorised access to your account.

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 vary depending on the type of information, the customer’s subscription status, legal requirements and legitimate operational needs. When a customer’s subscription ends, we handle customer data in line with our agreement with that customer. Copies may remain in backups for a limited period. 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 within the services.

To request access to, correction of or deletion of personal information held by Outcoach, contact us using the details below. We may need to verify your identity and authority before acting on a request. We do not charge for making a request, but may charge a reasonable fee for giving access where the law allows.

We may decline a request where permitted by law. If we do, we will explain why where required.

If you are an end user whose information was entered by a customer, we may refer your request to that customer, as it controls 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 by contacting us.

Opting out of marketing will not stop 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, including integrations that you or a customer choose to connect. Those third parties handle information under their own terms and privacy policies. We are not responsible for the privacy or security practices of third parties 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, privacy requests or complaints, contact us at:

Email: support@outcoach.io
Address: Privacy, Outcoach Pty Ltd, 700 Swanston Street, Carlton VIC 3053, Australia

19. Australian privacy law and complaints

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 us.

To make a privacy complaint, email support@outcoach.io with “Privacy complaint” in the subject line and include enough detail for us to look into it. We will usually acknowledge your complaint within 5 business days and aim to respond within 30 days. If you are not satisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner at oaic.gov.au.