1. Who We Are
Level Pro Coaches ("we", "us", "our") operates the platform at levelprocoaches.com. We are a sports coaching marketplace that connects sports coaches and venues with clients across the United Kingdom. We act as a data controller for the personal information we collect about you.
If you have any questions about this Privacy Policy or how we handle your data, please contact us at: privacy@levelprocoaches.com.
2. What Personal Data We Collect
We collect the following categories of personal information:
- Identity & Contact Data: Your full name, email address, phone number, and profile photograph.
- Location Data: Your city, town, postcode, and address (used to match you with local coaches and venues).
- Payment & Financial Data: Payment card details, billing address, and transaction history. Card data is processed directly by Stripe and is not stored on our servers.
- Booking & Activity Data: Details of services booked, sessions attended, packages purchased, camp registrations, and venue bookings.
- Communications Data: Messages exchanged between you and coaches or venues through our in-platform chat.
- Technical Data: IP address, browser type, device information, and cookies (see Section 10).
- Profile & Preference Data: Your account role (buyer or coach), bio, business details (for coaches), and service listings.
- Reviews & Feedback: Ratings and reviews you submit about coaches or services.
3. How We Collect Your Data
- Directly from you: When you register, complete your profile, make a booking, send a message, or contact us.
- Automatically: Through cookies and analytics tools when you use our website.
- From third parties: From Stripe when processing payments, or if you sign in via Google OAuth.
4. How We Use Your Personal Data
We use your personal data for the following purposes:
| Purpose | Legal Basis |
|---|
| Creating and managing your account | Contract performance |
| Processing bookings and payments | Contract performance |
| Connecting you with coaches and venues | Contract performance |
| Sending booking confirmations and reminders | Contract performance |
| Processing refunds and cancellations | Contract performance |
| Sending platform and service updates | Legitimate interest |
| Handling disputes and complaints | Legal obligation / Legitimate interest |
| Improving the platform through analytics | Legitimate interest |
| Complying with legal and regulatory obligations | Legal obligation |
| Fraud prevention and security | Legitimate interest / Legal obligation |
| Sending marketing emails (with your consent) | Consent |
5. Who We Share Your Data With
We do not sell your personal data. We share it only where necessary:
- Stripe: Our payment processor. When you make a payment, your card details are passed securely to Stripe, who process payments on our behalf. Stripe is PCI-DSS compliant. See Stripe's Privacy Policy.
- Coaches & Venues: When you make a booking, we share your name, email, phone number, and booking details with the relevant coach or venue so they can fulfil your session.
- Clients (for coaches): When a client books with you, we share their contact details with you as the service provider.
- Service Providers: Trusted third-party providers who host our platform, send emails, or provide analytics. These providers act as data processors under our instruction.
- Legal & Regulatory Authorities: Where required by law, court order, or to protect the rights and safety of our users or the public.
6. International Data Transfers
Some of our service providers (including Stripe) may process data outside the UK or European Economic Area. Where this occurs, we ensure that appropriate safeguards are in place, such as Standard Contractual Clauses approved by the UK Information Commissioner's Office (ICO).
7. How Long We Keep Your Data
- Account data: Retained for the duration of your account. Upon deletion, personal data is removed within 30 days, except where we have a legal obligation to retain it.
- Booking & payment records: Retained for 7 years to comply with HMRC tax and accounting requirements.
- Communications (chat messages): Retained for 2 years from the date of the conversation.
- Marketing consent records: Retained until you withdraw consent, plus 3 years thereafter as evidence of consent.
- Technical/log data: Retained for up to 12 months.
8. Your Rights Under UK GDPR
Under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, you have the following rights:
- Right of Access: You can request a copy of the personal data we hold about you (a Subject Access Request).
- Right to Rectification: You can ask us to correct inaccurate or incomplete data.
- Right to Erasure ("Right to be Forgotten"): You can request that we delete your personal data where there is no legitimate reason for us to continue processing it.
- Right to Restriction: You can ask us to restrict how we use your data in certain circumstances.
- Right to Data Portability: You can request your data in a structured, machine-readable format.
- Right to Object: You can object to us processing your data for direct marketing at any time, or where we rely on legitimate interests.
- Rights in relation to automated decision-making: We do not make solely automated decisions that have a significant legal effect on you.
To exercise any of these rights, email us at privacy@levelprocoaches.com. We will respond within one calendar month. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time.
9. Data Security
We take data security seriously and implement appropriate technical and organisational measures to protect your personal data against accidental loss, unauthorised access, disclosure, alteration, or destruction. These include encrypted data transmission (HTTPS/TLS), access controls, and regular security reviews.
10. Cookie Policy
We use cookies and similar tracking technologies to operate and improve our platform. Cookies are small text files stored on your device.
- Essential Cookies: Required for the platform to function (e.g., authentication sessions). Cannot be disabled.
- Analytics Cookies: Help us understand how users interact with the platform so we can improve it.
- Payment Cookies: Set by Stripe to enable secure payment processing.
You can control cookies through your browser settings. Note that disabling certain cookies may affect platform functionality.
11. Children's Privacy
Our platform is not intended for children under the age of 18 to create accounts. Where camp or session bookings are made for children, we collect the child's name and age solely to facilitate the booking. This data is provided by the parent or guardian making the booking.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of significant changes by email or by posting a prominent notice on the platform. The "Last updated" date at the top of this page indicates when the policy was last revised.
13. Governing Law
This Privacy Policy is governed by the laws of England and Wales. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.