Rise Reformer Pilates Studio Privacy Statement

1. Information We Collect

• Personal information: name, email address, phone number, payment and subscription details, and information you provide through forms, bookings, and support channels.
• Usage information: pages viewed, journeys through booking and checkout flows, referral and campaign data, and product actions such as booking, cancelling, joining a waitlist, or opening billing tools.
• Device and browser information: IP address, browser, operating system, approximate location, device type, and session tokens used to keep analytics scoped to one visit.
• Session replay data: on selected customer-facing flows we capture a replay of the page state and interactions so our team can diagnose broken journeys, failed checkout attempts, and support issues. We do not use this replay tooling on internal admin screens.
• Health declaration and assessment information: answers needed to assess whether a class is suitable, assessment notes, and the minimum practical adjustments an instructor needs.

2. How We Use This Information

• Deliver bookings, memberships, payments, waitlist offers, referrals, and support.
• Understand which journeys are working and where customers get stuck.
• Investigate bugs, failed checkouts, and customer support issues using session timelines and replay where available.
• Measure marketing attribution and the effectiveness of landing pages, campaigns, and offers.
• Protect the security, integrity, and reliability of our services.
• Assess whether a normal class is suitable, arrange an in-person assessment or medical clearance where needed, and give instructors only approved practical adjustments.

3. Analytics and Replay

We use first-party analytics to record product events and session context tied to your visit. We also use PostHog for product analytics and privacy-masked session replay on our website and mobile apps. These recordings help us understand customer-facing problems that are difficult to reproduce.

• Replay is limited to customer-facing journeys where debugging or support value is highest.
• Website form inputs and displayed text are masked before PostHog receives a recording. URL query strings, request headers, and request bodies are excluded.
• Mobile text, inputs, images, and system-controlled views are masked. Console logs and request or response bodies are excluded.
• Our first-party replay payloads are linked to a visit record rather than stored as a permanent customer profile.
• Admin and internal operator pages are excluded from replay capture.
• When a GDPR removal is processed, linked first-party replay payloads are deleted, related visit records are anonymized or detached, and provider-held PostHog recordings are included in the deletion process.

4. Sharing of Information

We do not sell your personal information. We share information only with service providers who help us operate the product, process payments, deliver communications, or investigate incidents, and only to the extent needed for those services.

5. Security and Retention

We use reasonable technical and organisational safeguards to protect your information. No storage or transmission method is perfectly secure, but we limit replay capture scope, mask customer content before transmission, avoid internal admin replay, and include linked replay data in deletion requests.

Health declaration details and suitability notes are restricted to authorised central admin staff. Instructors receive only a pending-review warning or approved practical adjustments.

6. Your Choices

You may request access, correction, or deletion of your personal data by contacting info@risereformerpilates.com. You can also opt out of promotional communications by using the unsubscribe links in those messages.

7. Changes to This Statement

We may update this statement from time to time. If we make a material change, we will update the date above and provide notice where appropriate.

8. Contact Us

If you have any questions about this Privacy Statement, please contact hello@risereformerpilates.com.