Who we are
In short
We make the software gyms use to run their business, and this explains what happens to personal information.
ConciergeGym provides an AI-run gym management platform used by gym owners and operators to manage sales, memberships, payments, access, bookings, retail and member conversations. This policy explains how we handle personal information when you use our website or our platform.
Our role
In short
Your gym is in charge of your information. We look after it for them.
When a gym uses ConciergeGym, the gym decides what information is collected from its members and visitors and how it is used. We process that information on the gym’s behalf to provide the service. If you are a member of a gym that uses ConciergeGym, the gym’s own privacy policy also applies, and you can contact them directly about your information.
Information we collect
In short
Mostly contact details, gym records, conversations with the concierge and basic technical data.
Depending on how you interact with us, we may collect:
- Contact and account details, such as names, email addresses, phone numbers and gym or business details.
- Membership, booking, access and payment records created through the platform. Card details are handled by our payment providers, not stored by us in full.
- Conversations with the concierge across the entrance intercom, phone calls, SMS, email and in-app chat, including transcripts and, where a gym enables it, call recordings.
- Technical information such as device, browser, log and usage data when you use our website or apps.
- Details you provide when you request a demo or contact us.
How we use information
In short
To run the platform, help members on the gym’s behalf and keep things secure.
We use personal information to:
- Provide, operate and support the platform for the gyms that use it.
- Respond to members and visitors on a gym’s behalf, and carry out the actions the gym has configured.
- Keep a record of conversations and actions so gym staff can review them and step in.
- Arrange demos, provide support and communicate with our customers.
- Maintain security, prevent misuse and meet our legal obligations.
AI and automated actions
In short
The AI follows your gym’s rules, asks staff when it should, and everything it does is logged.
The AI concierge processes conversations to understand requests, answer questions and take actions within the rules each gym sets. Actions outside those rules are referred to gym staff for approval. Every conversation and action is recorded in the gym’s shared inbox and the relevant member record, so staff can see what happened and take over at any time.
Where information is stored
In short
Your data stays close to home, in or near your city wherever possible.
Information is stored in a location near the business it relates to, down to the city wherever possible. Where we use service providers, we take reasonable steps to ensure they protect personal information in line with this policy and applicable law.
Sharing information
In short
We never sell your data. We only share it when we need to run the service or the law requires it.
We do not sell personal information. We share it only where needed to provide the service or where the law requires, including with:
- The gym that a member or visitor interacts with.
- Service providers that help us operate the platform, such as hosting, payment, messaging and telephony providers.
- Professional advisers, regulators or law enforcement where we are required or permitted by law.
Security and retention
In short
We protect your data and only keep it as long as it’s needed.
We use administrative, technical and physical safeguards designed to protect personal information from misuse, loss and unauthorised access. We keep information for as long as it is needed to provide the service, meet the gym’s requirements and comply with our legal obligations, and then delete or de-identify it.
Your choices and rights
In short
You can ask to see or fix your information, and you can complain if something goes wrong.
You can ask to access or correct personal information we hold about you. If your request relates to a gym’s member records, we may refer it to that gym. If you have a concern about how your information has been handled, please contact us first. You may also contact the Office of the Australian Information Commissioner.
Cookies
In short
Our website uses cookies, and you can switch them off in your browser.
Our website uses cookies and similar technologies to keep it working, understand how it is used and improve it. You can control cookies through your browser settings.
Changes to this policy
In short
If this policy changes, we’ll update this page and the date.
We may update this policy from time to time. We will post the updated version on this page and change the date at the top.
Contact us
In short
Questions? Contact our team.
For privacy questions or requests, contact our team through our contact page.