Privacy Policy

1. Who operates Fitora

Fitora is operated by the Fitora team. For privacy questions or requests, contact us at support@fitora.mk.

2. Our role: controller and processor

Fitora may act as either a data controller or a data processor, depending on the information and the context. When Fitora decides why and how personal information is processed, Fitora is the controller.

Fitora is usually the controller for:

• coach, team, and business account registration and administration;
• website demo requests, contact forms, emails, and support inquiries;
• billing, subscription, account management, and service operations data;
• security, authentication, fraud prevention, diagnostics, logs, and platform reliability data; and
• communications about Fitora, including product updates, service notices, and support responses.

For client coaching records entered, uploaded, assigned, or managed by a coach or coaching business, the coach or coaching business is usually the controller and Fitora acts as a processor or service provider. This may include client profiles, goals, notes, workouts, nutrition plans, progress records, check-ins, measurements, photos, resources, messages, and related coaching history.

If you are a client and want to access, correct, delete, export, or restrict coaching records controlled by your coach or coaching business, you should usually contact that coach or business first. Fitora will support coaches and businesses in handling valid privacy requests where we process data on their behalf.

Where required, Fitora provides a Data Processing Agreement or equivalent data processing terms for coaches and coaching businesses that use Fitora to process client personal information.

3. Information we collect

We collect information you provide directly, information created while using Fitora, and limited technical information needed to operate and protect the service.

• Contact and account details, such as name, email address, login credentials, team or business name, and profile details.
• Coach and client records, such as goals, notes, check-ins, habits, measurements, progress entries, client status, and coaching history.
• Training and nutrition data, such as workout plans, workout logs, exercise history, meal plans, foods, macros, meal logs, and nutrition day notes.
• Photos, resources, and attachments, such as progress photos, uploaded files, resource library files, links, chat attachments, and related metadata.
• Communication data, such as chat messages, group chat details, reactions, announcements, support requests, and email correspondence.
• Device and usage data, such as authentication sessions, security logs, device push notification tokens, app platform, browser type, IP address, and diagnostic events.
• Public website inquiries, such as the name, email address, business/team name, and message you choose to send through the contact form, which is delivered to our support inbox by email.

4. Health, fitness, nutrition, and progress data

Fitora may process fitness, nutrition, body measurement, progress photo, habit, note, and check-in information because those details are part of the coaching workflows provided by the platform. Depending on what users enter, this information may be sensitive or may reveal health-related information.

Fitora is not a medical service, healthcare provider, emergency medical record system, or system for urgent medical information. Coaches and clients should only upload information that is necessary and relevant for coaching purposes. Do not use Fitora to store information that requires immediate medical attention or emergency response.

Where coaches or coaching businesses control sensitive client information, they are responsible for having a valid legal basis, consent where required, and appropriate notices for their clients.

5. How we use information

We use information to provide, secure, maintain, and improve Fitora, including to:

• create and manage coach, team, and client accounts;
• deliver client management, workout planning, nutrition planning, progress tracking, resources, and messaging features;
• sync the coach dashboard with the client portal and mobile app;
• send account, security, support, onboarding, reminder, and push notification messages;
• respond to demo requests, support inquiries, and product feedback;
• detect, prevent, and investigate misuse, security incidents, and service errors;
• analyze aggregate usage patterns to improve product reliability and user experience; and
• comply with legal, accounting, tax, and regulatory obligations.

6. Lawful bases for processing

Where data protection law requires a lawful basis, Fitora relies on one or more of the following bases, depending on the processing activity:

• Performance of a contract, such as creating accounts, providing the dashboard, portal, app, support, and requested services.
• Legitimate interests, such as operating, improving, securing, diagnosing, and communicating about Fitora, provided those interests are not overridden by privacy rights.
• Legal obligations, such as tax, accounting, compliance, dispute, recordkeeping, or lawful request requirements.
• Consent, where required by law, such as for certain communications, optional integrations, permissions, cookies, or processing of sensitive information.
• Protection and security of the service, including preventing fraud, abuse, unauthorized access, and security incidents.

When Fitora acts as a processor for a coach or coaching business, the coach or business is responsible for identifying the lawful basis for processing their client coaching records.

7. Coaches, clients, and team access

Coaches and coaching businesses decide what client information they add to Fitora and which team members can access it. Clients may see information made available through the client portal, such as assigned plans, resources, notes, workouts, meals, progress data, and messages. Team members may access client information according to the permissions and roles configured for that coaching business.

8. How we share information

We do not sell personal information. We may share information in the following limited cases:

• with the coach, client, or coaching team connected to the relevant account or coaching relationship;
• with service providers or subprocessors that help us host, store, secure, analyze, email, notify, diagnose, bill, and support the service;
• with payment, wearable, health, or integration providers if those features are enabled and authorized;
• when required by law, legal process, or a valid government request;
• to protect Fitora, our users, or the public from fraud, abuse, security threats, or harm; and
• as part of a merger, acquisition, financing, reorganization, or sale of business assets, subject to appropriate safeguards.

9. Service providers and subprocessors

Fitora uses trusted service providers to run the platform. These providers may only process personal information as needed to provide their services to Fitora and under appropriate confidentiality, security, and data protection obligations.

Provider categories may include:

• cloud hosting, infrastructure, storage, and backup providers;
• email delivery and transactional communication providers;
• push notification and mobile app infrastructure providers;
• analytics, diagnostics, crash reporting, and performance monitoring providers;
• payment, billing, subscription, and accounting providers;
• customer support and communication tools;
• security, authentication, fraud prevention, and logging providers; and
• optional integration providers enabled by users, coaches, or businesses.

10. Storage, security, and retention

We use administrative, technical, and organizational safeguards designed to protect information, including authenticated access, role-based restrictions, encrypted transport, and protected storage for uploaded files. No internet service can be guaranteed to be completely secure, so users should protect their login details and report suspected account misuse promptly.

Different records may have different retention periods. Account records, coaching records, support records, billing records, tax and accounting records, security logs, diagnostic logs, backups, and legal records may be retained for different periods depending on the purpose, contract requirements, product settings, legal obligations, and operational needs.

Coaches can archive a client, which keeps the client's coaching records, or delete a client. Deleting a client is permanent and cannot be undone: the client loses access straight away, and overnight Fitora removes the client's account and coaching records from its systems. This includes workouts, nutrition logs, habits, check-ins, measurements, photos and files, the client's direct conversations with their coach and their messages in group chats, their community posts and comments together with the replies under them, and their challenge participation. Copies may remain for a limited period in backups, logs, cached systems, audit trails, or legal, tax, accounting, and dispute records where retention is required or reasonably necessary.

11. Cookies, analytics, and local storage

Fitora may use cookies, local storage, and similar technologies to keep users signed in, remember preferences, secure sessions, measure site and app performance, and improve the service. The client mobile app may store a push notification token locally so it can register or unregister the device for notifications.

On this public website we measure visits with Cloudflare Web Analytics and Umami. Both are cookieless: they set no cookies, store nothing on your device, and do not follow you across other websites. They record the page you visit, the referring site, your country, browser, device type, and which of our buttons you use, such as requesting access or signing in, so we can see which pages are useful. Nothing you type into the contact form is sent to them, and we use this information only in aggregate.

Where required by law, Fitora will request consent before using non-essential cookies or similar technologies.

Every cookie and storage item Fitora uses, and how to control them, is listed in our Cookies Policy.

12. International transfers

Fitora, our service providers, and optional integration providers may process personal information in countries other than where you live. This may include cloud hosting, storage, email, analytics, notification, payment, support, security, diagnostics, and integration providers located outside your country or region.

Where required, we use appropriate safeguards such as contracts, data processing agreements, confidentiality obligations, security commitments, and legally recognized transfer mechanisms. These safeguards are intended to protect personal information when it is transferred internationally.

13. Your choices and rights

You can update certain account and profile information in Fitora. You can also disable push notifications in your device settings. Depending on where you live and the context of the processing, you may have the right to:

• access the personal information held about you;
• correct inaccurate or incomplete personal information;
• request deletion of personal information;
• export or receive a portable copy of certain personal information;
• object to certain processing, including processing based on legitimate interests;
• restrict certain processing of your personal information;
• withdraw consent where processing is based on consent, without affecting processing that occurred before withdrawal; and
• complain to a competent data protection authority, including the Personal Data Protection Agency in North Macedonia where applicable.

If you are a client of a coach or coaching business, contact your coach first for changes to coaching records they control. For account, security, or platform privacy requests, contact Fitora using the email below.

14. Automated decision-making

Fitora does not currently use personal information for automated decisions that produce legal or similarly significant effects for users.

15. Children

Fitora is not directed to children. Coaches and coaching businesses are responsible for obtaining any required parental or guardian consent before adding information about minors to Fitora.

16. Changes to this policy

We may update this Privacy Policy as Fitora changes. If changes are material, we will take reasonable steps to notify users, such as by updating this page, sending an email, or showing an in-product notice.

17. Contact

Questions or privacy requests can be sent to support@fitora.mk.