Privacy Policy

This Privacy Policy explains how Pilates.Online, operated by Indigo Holdings Limited ("we," "our," "us"), collects, uses, and protects personal information when you interact with our website, mobile applications, and services. By using our services, you agree to the terms outlined here.

1. Information We Collect

1.1 Information You Provide

• Account Information: When you create an account, we collect your name, email address, and password (website) or one-time sign-in code (app). If you change your email address, we keep the previous address for up to 7 days so the change can be reversed.
• Profile Information: You may provide additional information such as your preferred name, birthday, experience level, and fitness goals, and, if you choose to tell us, your sex. The details you give us when you sign up, complete onboarding, or edit your profile (including your name, email address, birthday, and your answers to onboarding questions) are also recorded, together with your account identifier, in our internal analytics system, so our instructors can personalise the guidance they give you, so we can improve our services, and so we can tailor the content we recommend and the communications and offers we send you.
• Profile Photo: If you choose to add a profile photo in our app, we collect the image you take with your camera or select from your photo library. Because a profile photo usually shows your face, we handle it with extra care. Before we store it, our servers re-create the image at a fixed size, which removes hidden information attached to the original file (such as the location where the photo was taken and camera details). We keep one current photo per account in private cloud storage. It is shown only to you in the app and to our staff through our internal support tools; it is not visible to other members. Adding a photo is optional, and you can change or remove it in the app at any time. We do not use your photo for facial recognition or to identify you from your facial features, and we do not use automated tools to analyse its content. Our staff may view it, for example to check that it follows our Terms of Service.
• Payment Information: Payment details are collected and processed securely by our payment processor, Paddle. We do not store your full payment card details.
• Communications: When you contact us for support or use our direct messaging feature with instructors, we collect the information you provide in your messages.
• Session Notes: When you write a private note in the My Notes section of the feedback form, we store that note securely on our servers, encrypted in transit, so you can revisit it in your Session Journal. Your notes are private to your account. They are never used for analytics or marketing, and we do not read them except in limited circumstances, for example when necessary to investigate a technical problem, or where the law requires it.

1.2 Information Collected Automatically

• Device Information: Device type, operating system, and browser type (major version only to protect your privacy). On our apps, this also includes your device brand, device name or model, app version, language setting, time zone, and text-size setting. Your language and time zone can give a general indication of where you are.
• App Identifier: On our apps, we use a random identifier that the app generates when it is installed, and which is reset when you sign out. We also use the security tokens described under App Integrity Checks below to prevent abuse of our free trial system and protect accounts. We do not collect your device's hardware identifiers or its advertising identifier.
• App Integrity Checks: To protect accounts and prevent abuse of our free trial, our apps use security features provided by Apple (App Attest and DeviceCheck) and Google (Play Integrity). These create security tokens on your device that our servers check, in some cases by sending them to Apple or Google, to confirm that requests come from a genuine copy of our app and to record whether a free trial has already been used on the device. These tokens do not contain your name or email address.
• Video Protection (DRM): To protect our videos, the app uses the device's built-in content protection. On Android this is Google's Widevine, and playback licences are issued by our provider Redge Media (servers in Germany). It receives only your device's technical DRM information: never your name, email or account details, and nothing is stored. On iPhone and iPad this is Apple's FairPlay, and licences are issued by our own servers in Australia.
• Visitor Identification: When you first visit our website or app, we generate a random identifier stored on your device. This allows us to understand how visitors use our service before creating an account. When you create an account, we link this identifier to your account to provide a seamless experience and understand your complete journey with our service. If you access our service from multiple devices or browsers, we may link these identifiers together once you sign in, creating a unified view of your activity.
• Usage Data: We track detailed usage patterns including video playback behaviour, feature interactions, progress toward goals, and navigation within the app. This data helps us improve our services. For Premium subscribers, your instructor can view your workout history, progress, goals, and contact information to provide personalised guidance and support.
• Location Data: We use your IP address to work out your approximate location (country, region and city). On our website, this helps us show local pricing and understand where our visitors come from. On our apps, our server does the same when the app sends us usage data, so we can understand where people use our apps. We keep only the country, region and city with that data, not the IP address used to find them. Our apps do not use your device's location services or GPS. Our app also checks your App Store country on your device to decide whether to show a purchase link; this is not sent to us.
• Fraud Prevention: We collect and store your IP address and device information to prevent abuse of our free trial system and protect against fraudulent activity.
• Security and Diagnostic Logs: When you use our website or apps, our servers record your IP address and your browser or app details (the "user agent") in security and diagnostic logs, and your user agent in your sign-in session records (deleted 7 days after the session expires). We use these to keep our services secure and to fix technical problems. If our systems reject data sent by our website or app (for example, because it was malformed), we keep a copy of that data, including your IP address and user agent, for 14 days so we can diagnose the problem. These logs are deleted automatically on a rolling basis.
• Marketing Attribution: Referral source and campaign information to understand how you found us.
• Link Tracking: When you click links in our emails or marketing materials, we may use our own link tracking service to understand which content you engage with. This helps us measure marketing effectiveness and send more relevant communications.

1.3 Communications Data

Our Premium subscription includes direct messaging with instructors. When you use this feature:

• Message content is stored to maintain conversation history and provide continuity of instruction
• Messages may be reviewed by our team to ensure quality of instruction and adherence to our guidelines
• Conversation data is retained as part of your account records

1.4 Cookies and Similar Technologies

We use cookies and local storage to:

• Remember your preferences and settings (essential)
• Maintain your session (essential)
• Understand how you use our services (analytics)
• Measure advertising effectiveness (marketing, with your consent)

Essential cookies are necessary for the service to function. Analytics data is collected using a randomly generated identifier and does not personally identify you unless you create an account. Marketing cookies are only used with your consent, obtained through our cookie banner.

1.5 Email Tracking

For marketing and content emails (which you can unsubscribe from at any time), we may track whether you open the email and which links you click. This helps us send more relevant content and measure the effectiveness of our communications. Essential account emails (such as password resets and verification codes) are not tracked in this way.

2. How We Use Your Information

2.1 Service Delivery

• Provide and maintain our Pilates video streaming service
• Process your subscription and payments
• Personalise your experience and content recommendations
• Enable your instructor to provide personalised guidance (Premium subscribers)
• Display your profile photo, if you add one, to you in the app and to our staff when they support you or provide instruction
• Review uploaded profile photos (by a person, not by automated tools) and remove any that break our Terms of Service, to keep our service safe and respectful
• Send transactional emails (account verification, password resets, subscription confirmations)

2.2 Communication

• Respond to your enquiries and provide customer support
• Send service updates and important notices
• Send you news, offers and updates from Pilates.Online if you've joined our mailing list, or if you have an account or free trial with us. Every marketing email has an unsubscribe link, so you can opt out at any time.
• Send automated message sequences based on your activity (for example, helpful tips during your free trial, or re-engagement messages if you haven't visited in a while). You can opt out of marketing sequences at any time; service-related messages that are part of your subscription cannot be opted out of.
• Tailor the news, offers, content and recommendations we send you, using your profile (your experience level and fitness goal, and — if you've chosen to share them — your sex and birthday) and your activity with us (such as the sessions you've completed and your progress toward your goal). For example, we may recommend content suited to your goal, send a birthday or seasonal offer, or tell you about a feature that could help you. You can opt out of all marketing at any time via the unsubscribe link. The messages that are part of your account or subscription (such as sign-in codes, billing confirmations and security notices) are not tailored or targeted in this way.

2.3 Improvement and Analytics

• Analyse usage patterns to improve our services
• Understand long-term user patterns and measure service effectiveness
• Troubleshoot technical issues
• Develop new features based on user needs

3. Legal Basis for Processing

We process your personal data based on:

• Contract: Processing necessary to provide services you've requested
• Consent: Marketing emails to people who sign up to our mailing list (including tailoring those emails to their profile and activity), marketing cookies, and optional data collection (such as your profile photo, which you can withdraw at any time by removing it in the app)
• Legitimate Interests: Analytics, fraud prevention, service improvement, reviewing uploaded profile photos to keep our service safe, keeping our members and free-trial users up to date with our services and tailoring those communications and offers to their profile and activity (you can unsubscribe from any marketing email), and protecting our legal rights
• Legal Obligation: Compliance with applicable laws and regulations

4. Information Sharing

4.1 Service Providers

We share information with trusted third parties who help us operate our services:

• Paddle: Our payment processor and merchant of record, handling all subscription payments securely. See Paddle's Privacy Policy.
• Postmark: For transactional emails (account verification, password resets) and marketing communications (see Section 3). See Postmark's Privacy Policy.
• IPinfo: To find your approximate location (country, region and city) from your IP address, for local pricing on our website and to understand where people use our website and apps. See IPinfo's Privacy Policy.
• Cloudflare: For content delivery, website security and bot protection, and secure storage (Cloudflare R2) of message attachments and member profile photos. Cloudflare's bot-protection check (Turnstile) on our website receives your IP address and browser details to tell people apart from automated bots. Attachments you send through our messaging feature are encrypted using AES-256 encryption before being transmitted to Cloudflare; Cloudflare cannot access the contents of your attachments. Profile photos are stored in a private storage area that can only be read through short-lived secure links issued by our servers. Unlike attachments, profile photos are not separately encrypted by us before storage, because they need to be displayed to you and our staff. See Cloudflare's Privacy Policy.
• Zoho: For hosted email mailboxes our team uses to receive and respond to your support and instruction enquiries. See Zoho's Privacy Policy.
• Sentry: For application error and crash monitoring so we can detect and fix technical faults. Diagnostic data is minimised before it is sent — your account identifier is hashed or removed and your email address is masked — and Sentry is hosted in the European Union. See Sentry's Privacy Policy.
• HubSpot: For sending invitations to join our beta testing programme to people on our existing mailing lists. HubSpot processes your name and email address (and email engagement data such as opens and clicks). HubSpot is used only for these invitations; it does not receive data from our app or your account. HubSpot is based in the United States. See HubSpot's Privacy Policy.
• Redge Media Cloud: For issuing the playback licences that allow our protected videos to play on Android devices. When you play a video on an Android device, our servers pass your device's licence request to Redge. That request contains a technical identifier for your device's video-protection (DRM) module, but no account details such as your name or email address.

4.2 Advertising Partners

If you consent to marketing cookies, we may share data with advertising platforms (such as Meta/Facebook) to measure advertising effectiveness. These services may track your activity across websites. You can withdraw consent for marketing cookies at any time.

4.3 Affiliate Partners

We work with affiliate partners who may refer you to our service. When you arrive via an affiliate link, we track this referral to compensate our partners and provide them with aggregate performance metrics. We do not share your personal details with affiliates without your explicit consent.

4.4 Legal Requirements

We may disclose your information if required by law, legal process, or government request, or to protect our rights, privacy, safety, or property.

4.5 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change.

4.6 Third-Party Links

We may link to external websites for your convenience. We don't control these sites, so please review their privacy policies before sharing any personal information with them.

5. International Data Transfers

As a UAE-based service provider with servers in Australia and a global audience, your data may be transferred internationally:

• To Australia: Where our servers are located.
• From UAE: Transfers are made pursuant to the UAE PDPL on the basis of your explicit consent (provided when you accept these terms), contractual necessity, or implementation of appropriate safeguards.
• From EU/UK: Transfers to Australia and the UAE are made on the basis of your explicit consent and/or as necessary to perform our contract with you.

We implement appropriate technical and organisational measures to protect your data regardless of location.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal information, including:

• Encryption of data in transit (TLS/HTTPS)
• Additional encryption of message attachments (AES-256) before they are stored
• Regular security assessments
• Access controls limiting who can access your data
• Secure password hashing

While we strive to protect your information, no method of transmission over the Internet is 100% secure.

7. Data Retention

We retain your data as follows:

• Account Data: For as long as your account is active, plus 30 days after a deletion request to allow recovery.
• Post-Cancellation: After you close your account or your subscription ends, we retain your data for up to 15 years as required to comply with legal obligations, resolve disputes, and enforce our agreements (in accordance with applicable statutes of limitations).
• Profile Photo: Kept for as long as it is set on your account. When you replace your photo, the previous image is deleted; when you remove it in the app, it is deleted from our storage. When you delete your account, we delete your profile photo; we do not keep it for the post-cancellation retention period described above.
• Security and Diagnostic Logs: Rejected-data diagnostic copies (including IP address and user agent) are kept for 14 days. Other security and diagnostic server logs are kept for a limited period and deleted automatically on a rolling basis.
• Anonymisation: After the retention period, data is either securely deleted or anonymised for aggregate analytics purposes (such as understanding long-term trends).

If you request account deletion, we will remove your personal information from active systems within 30 days, while retaining records as described above for legal compliance.

8. Your Rights

Depending on your location, you may have the following rights:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data (subject to legal retention requirements). To delete your account, see Delete Your Account.
• Portability: Request your data in a portable format
• Withdraw Consent or Object: Withdraw consent for marketing cookies or mailing-list emails, and unsubscribe from any marketing email, at any time
• Object: Object to certain processing of your data

To exercise these rights, contact us at privacy@pilates.online. We respond to all enquiries within 30 days.

9. Children's Privacy

Our content is suitable for all ages, but our app is not intended for children under 13. Minors require an adult to create their account and supervise their use of our service. By creating an account for a minor, you represent that you are their parent or guardian and consent to our collection and use of their information as described in this Privacy Policy.

If you believe an account has been created for a child without appropriate parental consent, please contact us at privacy@pilates.online and we will take appropriate action.

We do not knowingly collect personal information from children under 13. Our app asks for a date of birth during onboarding and will not accept one that shows an age under 13. If we learn that we hold personal information about a child under 13 without a parent's or guardian's consent, we will delete it. People under 18 may use our service only with the consent of a parent or guardian, through an account that the parent or guardian holds.

10. Do Not Track

When you decline marketing cookies, we do not engage in cross-site tracking. If you accept marketing cookies, we may use third-party services (such as Meta/Facebook) to measure advertising effectiveness. These services may track your activity across websites. You can withdraw consent for marketing cookies at any time through our cookie banner or your browser settings.

11. Changes to This Policy

We may update this Privacy Policy from time to time. If we make significant changes, we will notify you by email or through the Service. The "Last Updated" date at the top indicates the most recent revision.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

Indigo Holdings Limited
Suite 1006, Tiffany Tower
Jumeirah Lake Towers
Dubai, UAE
Email: privacy@pilates.online
Support: support@pilates.online
Website: pilates.online

13. Regional Information

For United Arab Emirates Residents

We comply with UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection (PDPL). You may exercise your data protection rights by contacting us at privacy@pilates.online.

For European Union and United Kingdom Residents

You have the right to lodge a complaint with your local data protection authority (in the EU) or the Information Commissioner's Office (in the UK) at ico.org.uk.

For California Residents

Under the California Consumer Privacy Act (CCPA), you have the right to know what personal information we collect and to request deletion. We do not sell your personal information.

For Australian Residents

We comply with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth).