How your account and your data are protected

Security in a coaching business is not primarily about cryptography. It is about data minimisation: not holding the things you do not need, and not keeping the things you no longer require. Every record we hold increases the damage that a mistake could cause, so the first control is deciding what we actually need in order to coach someone well.

The second control is least privilege. A coach can see the clients assigned to them. A coach cannot browse the full client list, cannot read another coach client files, and cannot export records. Administrative access is limited to a small number of named people, and administrative actions on sensitive records are logged so that access can be reviewed after the fact rather than assumed.

The third control is that permissions are enforced by the system rather than by the interface. Hiding a button does not restrict access; the underlying records have to refuse the request. This matters because a misconfigured screen is a cosmetic problem while a misconfigured record is a data breach, and only one of those is recoverable.

Account data is the minimum required to operate the service: your name, email address, authentication credentials and, where you are a paying client, the billing identifiers supplied by our payment processor. We do not store your card number, and we cannot read it, because it never reaches our systems.

Training data is what you give us in order to be coached: your goals, your health and activity screening answers, injuries and relevant medical history, session logs, measurements you choose to record, and the messages exchanged with your coach. This category exists because coaching without it would be guesswork, and it is the category we treat most carefully.

Usage data is generated by the site itself: pages visited, features used, device type and approximate region. We use it to fix what is broken and to understand which parts of the service are actually used. Where consent is required for analytics, that consent is collected before the tracking runs and can be withdrawn with the same number of clicks that it took to give.

Training data is used to coach you. That means your coach reads it, builds programmes from it, and adjusts those programmes as the data changes. It also means that aggregated, de-identified counts may be used to understand whether a programme is working in general, which is how we decide whether to keep offering it.

What we do not do is sell training data, rent it, or trade it for reach. We do not feed your health information into advertising audiences, and we do not share the content of coaching messages with a partner or a sponsor. Where a research or product improvement project would involve reading identifiable records, it requires specific consent from the person whose records they are.

There is a narrow set of circumstances where we will disclose information without consent, and they are all legal rather than commercial: a valid court order, a regulatory requirement, a genuine emergency involving risk to life, or a report to a professional body where a coach has breached the standards and the body has a statutory interest. Each of those disclosures is recorded and, where the law permits, the individual is told.

Payments are processed by an established payment provider rather than by us. Your card details are entered on a page hosted or embedded by that provider and are transmitted directly to it. We receive a token, a payment status, and the last four digits for display purposes. We never receive your full card number, your security code, or your bank credentials.

Subscription billing is managed by the same provider. When a recurring charge fails, the provider retries according to its own schedule and notifies us of the failure; we then contact you rather than allowing a silent lapse in service. Card updates can be made through the billing portal without contacting support.

Refunds are issued back to the original payment method through the same processor. We do not issue store credit in place of a refund without your agreement, and we do not ask for payment details by email or message. If anyone claiming to be from ElitePTS asks you for card details, bank details or a security code, that request is not from us.

Your account is protected by a password that we require to meet a reasonable minimum length, and by the option of a second factor. Where two factor authentication is available, we recommend enabling it: a password alone can be reused, guessed or phished, while a second factor tied to your device or phone number stops the overwhelming majority of automated account attacks.

Sessions expire. Signing out on a shared device removes the session rather than merely hiding the interface. If you suspect that someone has accessed your account, change your password and tell us; we can review recent activity on the account and, where necessary, force a sign-out across devices.

We will never ask you for your password. Support staff do not need it to help you, and anyone who asks for it is either mistaken about how the system works or attempting to gain access. The same applies to a one time code: a code that arrives by message is for you to enter, not for you to read out to someone who called you.

Your coach can see the records for clients assigned to them, because coaching requires it. Our administrative team can see account and billing records, and can view a coaching file only where there is a specific reason: a support request you raised, a standards review, a safety incident, or a legal obligation. Those views are logged.

Other clients cannot see anything about you. There is no social layer in the coaching workspace, no leaderboard that exposes your numbers, and no profile that reveals your data to another member. If a feature ever shares something publicly, it will be opt in and it will show you exactly what will be visible before you confirm.

Our service providers can process data on our behalf under contract: hosting, payment processing, email delivery and error monitoring. Each of those providers is bound to use the data only to deliver the service, and none of them is permitted to use it for their own marketing. A current list of the categories of provider is available on request.

Training records are kept for as long as you have an active relationship with us, because a coach who cannot see your history cannot coach you safely. After an account closes, records are retained for a defined period to satisfy accounting, insurance and professional obligations, and then deleted or irreversibly de-identified.

Billing records are kept for the period required by tax and accounting law, which is longer than most people expect and is not something we can shorten on request. Those records contain transaction amounts and identifiers rather than health information, so deletion of coaching records does not affect them.

Marketing preferences are kept until you withdraw consent, plus a short suppression record so that we do not accidentally contact you again after you have asked us not to. A suppression record contains your email address and the fact of the objection, nothing else.

You can ask for a copy of the personal information we hold about you. You can ask us to correct anything that is wrong. You can ask us to delete records that we are not required to keep, and you can withdraw consent for analytics or marketing at any time without losing access to the service you have paid for.

Requests are made through the contact route published on this site and are handled by a named owner. We will acknowledge a request, verify that you are the person entitled to make it, and respond within the period required by applicable law. Verification matters: a request that anyone could submit using your email address would be a vulnerability rather than a right.

Where a request cannot be granted, we will tell you why and cite the obligation that prevents it. A refusal to delete a billing record because tax law requires it to be kept is not obstruction, and it should be explained in those terms rather than buried in a template response.

Essential cookies keep you signed in and protect forms against cross site request forgery. They are necessary for the site to work and cannot be switched off without breaking sign-in. Everything else is optional, and optional means off until you agree.

Analytics tells us which pages are read and where people abandon a flow. It is useful and it is not essential, so it runs only after consent is given. Advertising measurement, where it exists at all, follows the same rule. Declining does not degrade the service you have paid for; it only means we see less aggregate information about how the site is used.

You can change your choice at any time using the consent control on the site, and the change takes effect immediately. Withdrawal is as easy as consent, which is the only version of consent that counts.

Coaching for people under eighteen is arranged with a parent or guardian, and the guardian holds the account. A coach working with a minor is required to hold a current vulnerable sector screening, and communication happens through the platform rather than through private messaging, so that there is a record.

We do not knowingly collect data from a child outside that arrangement. If an account appears to belong to someone under the age of majority without guardian involvement, it is suspended while the situation is confirmed, and any associated records are handled in line with the parent or guardian rights.

We plan for the possibility that something goes wrong rather than assuming it will not. A suspected security incident is triaged, contained, and investigated. Where an incident creates a risk of significant harm to individuals, we notify those affected and the relevant regulator in line with applicable law, and we describe what happened in terms people can act on.

Notification is not a public relations exercise. If the timing of a notification is delayed, it is because containment or investigation genuinely required it, and we will say so rather than letting the gap speak for itself. Where an incident was caused by a failure in our process, we say that as well.

Reports from outside are valuable. If you believe you have found a vulnerability in this site or in the platform that runs it, tell us through the contact route and give us a chance to fix it before disclosing it publicly. We will confirm receipt, keep you informed of the fix, and credit a report where the reporter wishes to be named.

Privacy requests, security reports and questions about this page all go through the contact route published on the site, addressed to the privacy owner. Marking a message as a privacy request routes it correctly; sending it to a coach does not, because a coach cannot action it.

If you are a client with a concern about how your coach has handled your information, raise it through the same route. Concerns about coaching practice generally, as opposed to data handling specifically, are handled under the coaching standards process, which has its own review path and its own record.