Privacy Policy
Last updated 24 August 2026
Coachino.ai is a coaching operations platform for pickleball coaches, clubs and athletes. This policy explains what we collect, what we send you, how long we keep it, and how to make it stop. It is written to be read, not to be survived.
This policy is provided by Coachino Technologies Inc. (2868 W 38th Ave, Vancouver, BC, Canada V6N 2W9), the controller of the information described below. Questions, requests and complaints: support@coachino.ai.
The short version. We message you about sessions you booked. You can stop those messages at any time from the unsubscribe link in any message, by replying STOP on a messaging channel, or by emailing us — no sign-in required. We never sell your information, and we never use athlete notes or payment details for advertising.
1. What we collect
Account information
Your name, email address and profile photo. If you sign in with Google or Microsoft, we receive your name, email and profile image from that provider — not your password. If you sign up with a password, we store only a bcrypt hash of it.
Coaching and booking information
Sessions you book or teach, their times and locations, the court reserved for them, your coaching rates, working hours and timezone, and — for coaches — your public profile (biography, specialties, years coaching, social links).
Payment information
Payments are processed by Stripe. We never see or store your card number. We keep the amount, status and Stripe reference for each transaction, plus your prepaid wallet balance and its ledger of top-ups, spending and refunds.
Messaging information
For each channel you connect, we store the address on that channel (your email address, your phone number in international format, or the account-scoped identifier Instagram gives us — never your Instagram password), when and how you consented, when you opted out if you did, and when you last messaged us. We also store the messages we send you and the messages you send us, including their content.
Connected services
If you connect a calendar, we read your events' busy times so we do not book you when you are unavailable. If you connect a court-booking system such as CourtReserve or PlayByPoint, we store credentials for it encrypted at rest with AES-256-GCM, and never in plain text.
Technical information
Pages viewed, features used, approximate traffic origin, and error diagnostics. We use this to understand how the product is used and to fix what breaks.
2. What we message you about, and where
Every message below is transactional — it is about a session you booked or an account you hold — except where marked promotional.
| Message | When | Who |
|---|---|---|
| Session confirmed | When a booking is paid for | Player and coach |
| Still good for your session? | 72 hours before it starts | Player and coach |
| Session reminder | 24 hours before it starts | Player and coach |
| Session cancelled or moved | When it changes | Player and coach |
| How did it go? | Shortly after a session ends | Player and coach |
| Court reservation problem | When a court could not be booked | Coach only |
| Reconnect your calendar | When a calendar connection breaks | Coach only |
| Open sessions and offers — promotional | Only if you opt in | Players who opted in |
Channels. Today we send by email. We are adding WhatsApp and Instagram direct messages; those channels carry messages only to people who have linked that channel and consented on it, and we will never move you onto a channel you did not connect yourself. If a channel is unavailable or you are unreachable on it, we fall back to email so that time-sensitive information about a session you paid for still reaches you.
We do not send overnight. Scheduled messages are held outside 21:00–08:00 in the local time of the session they concern.
3. Consent, and how to stop messages
Transactional messages about a session you booked are part of the service. Promotional messages are sent only with your express consent, are off by default, and are always separately refusable.
To stop messages, any of these works, and none needs a sign-in:
- Click Unsubscribe at the bottom of any message we send.
- Reply STOP on WhatsApp or Instagram once those channels are live.
- Email support@coachino.ai and ask us to stop.
Opting out takes effect immediately, including for messages already queued. We keep a record that you opted out — that record is what guarantees we do not start messaging you again.
If you opt out of all messaging you may still receive essential account notices, such as a security or billing problem, because we cannot operate your account without being able to reach you about it.
4. How long we keep it
| Information | Kept for |
|---|---|
| Message content, sent and received | 24 months, then deleted automatically |
| In-progress conversation state | Deleted once the conversation expires |
| Account, bookings and wallet ledger | While your account is open |
| Payment records | As required by tax and accounting law |
| Opt-out records | Indefinitely — see below |
Why we keep opt-out records after you leave. If we deleted the record that you asked us to stop, a later import or a reconnected integration could start messaging you again. Retaining a suppression record is the only way to keep that promise, so we keep it — and nothing else about you goes with it.
5. Automated message writing
Some messages are phrased with the help of an AI model provided by Anthropic. When this is used, we send the model only the specific facts the message is about — for example a session time, a court name and the first names involved — together with the plain version of the message, and ask it to reword that.
The model is never given your payment details, your wallet balance, athlete notes, credentials, or your message history. Its output is checked against the facts we supplied before anything is sent; if it introduces anything we did not give it, the message is discarded and the plain version is sent instead. Under Anthropic's commercial terms, information sent through their API is not used to train their models by default, and we do not submit it for training.
No decision that affects you — whether a booking can be cancelled, whether a refund is due, what you are charged — is made by an AI model. Those are decided by our own code against rules published in our Terms of Service.
6. Who we share it with
We do not sell your information, and we do not share it for advertising. We use the following service providers, each only for the purpose shown:
| Provider | Purpose |
|---|---|
| Supabase | Database hosting — all application data |
| Vercel, Render | Application hosting |
| Stripe | Payment processing |
| Resend | Sending email |
| Meta Platforms | WhatsApp and Instagram messaging, once enabled |
| Anthropic | Automated message writing, when enabled |
| Google, Microsoft | Sign-in and calendar synchronisation you connect |
| CourtReserve, PlayByPoint | Court reservations at your facility |
| Sentry, Cloudflare | Error monitoring and network security |
We may also disclose information where the law requires it, or to establish or defend a legal claim. If Coachino is ever acquired, information may transfer as part of that transaction; we will say so here before it takes effect.
Some of these providers operate outside Canada, which means your information may be stored or processed elsewhere and be subject to the laws of those countries.
7. Your rights
You can ask us to show you what we hold about you, correct it, delete it, or send you a copy in a portable format. You can withdraw consent to messaging at any time as described above. Email support@coachino.ai and we will respond within 30 days.
Deleting your account removes your profile, bookings and messages, except records we are required to keep for tax or accounting purposes and the opt-out record described in section 4.
Depending on where you live you may also have the right to complain to a regulator — in Canada, the Office of the Privacy Commissioner.
8. Security
Connection credentials and access tokens are encrypted at rest with AES-256-GCM. Passwords are stored only as bcrypt hashes. Access to production data is limited to people who need it to operate the service. We are a small team and do not pretend to be immune to breach; if one occurs and affects you, we will tell you.
9. Children
Coachino is not intended for children under 13, and we do not knowingly collect their information. Where a coach records information about a minor athlete, the account holder is responsible for having the right to provide it. If you believe a child's information has reached us, email us and we will delete it.
10. Changes
If we change this policy in a way that materially affects how we use your information, we will tell you before it takes effect — by email, or in the product. The date at the top of this page always reflects the current version.
11. Contact
Coachino Technologies Inc.
2868 W 38th Ave, Vancouver, BC, Canada V6N 2W9
support@coachino.ai