Privacy Policy

Last updated: 10 October 2026

This privacy policy explains how Quoox Ltd ("Quoox", "we", "us") collects, uses and protects personal data when you visit our website, use GymOS or the FitnessHub app, contact us, or are contacted by a gym that uses GymOS. We have tried to write it plainly. If anything is unclear, please email [email protected].

Contents

• Who we are
• Our two roles: controller and processor
• What we collect, why, and our lawful basis
• Gym members, leads and the FitnessHub app
• Telephone calls to us
• Calls made through GymOS (Konduo)
• In-person discussions recorded through GymOS (Scribe)
• WhatsApp messaging through GymOS
• Artificial intelligence
• Who we share data with
• International transfers
• How long we keep data
• Security
• Cookies
• Advertising and remarketing
• Marketing from us
• Your rights
• Children
• Automated decisions
• Links to other websites
• Changes to this policy
• Contact us

Who we are

GymOS and the FitnessHub app are provided by Quoox Ltd, Unit B3, Knowledge Gateway, Nesfield Road, Colchester, CO4 3ZL, United Kingdom.

For anything to do with personal data, including exercising any of your rights, please email [email protected] or write to us at the address above. For general enquiries, email [email protected] or call us on +44 (0)1206 806 140 (UK), +353 (0)212 021 020 (Ireland) or +1 678-496-7209 (US).

Our two roles: controller and processor

Data protection law distinguishes between a controller, who decides why and how personal data is used, and a processor, who handles personal data on a controller's behalf. We are both, depending on whose data it is.

• We are the controller of the personal data of people who visit our website, enquire about or book a demonstration of GymOS, phone or email us, or buy from us; of the accounts of the gym operators and gym staff who use GymOS; and of the records we keep of how GymOS is used, for billing, support and security.
• We are a processor for each gym that uses GymOS. The information a gym holds about its members, leads, guests and staff in GymOS, including anything a member enters in the FitnessHub app, belongs to that gym. The gym is the controller: it decides what it collects and what it does with it, and we act only on its instructions under our contract with it.

If you are a member of a gym that uses GymOS, your gym's own privacy notice is the main one that applies to you, and your gym is the right first contact for questions about your data or requests to exercise your rights. We will help your gym respond. If you contact us directly, we will pass your request to your gym, or help you reach it.

What we collect, why, and our lawful basis

This section covers the data we control. The data we process for gyms is described in the next section.

Where we rely on legitimate interests, we have weighed them against your rights and expectations. Where we rely on consent, you can withdraw it at any time, without affecting anything done before you withdrew it.

Gym members, leads and the FitnessHub app

Gyms use GymOS to run their business: memberships, bookings, payments, communications, training programmes, and the FitnessHub app their members use. In doing so a gym may hold, for example, members' names and contact details, membership and payment history, bookings and attendance, messages, photographs, body measurements, and health information such as a pre-exercise questionnaire. Health information is special category data, and the gym is responsible for having a lawful basis and any condition the law requires for collecting it. We process all of this as the gym's processor, as described above.

The FitnessHub app asks for your permission before using any of the following on your device, and uses each only for the purpose shown:

• Location – to confirm you are at the gym when you check in. It is used only when you check in, and not tracked in the background.
• Camera and photos – so you can take or choose photos for your profile, progress photos and similar features.
• Calendar – to add your sessions to your calendar, when you ask it to.
• Notifications – so your gym can send you reminders and messages. Notifications are delivered through Apple's and Google's notification services.
• Microphone – used only by gym staff: to speak a question to Ask Alphie instead of typing it, for the audio of calls staff make through Konduo, and to record in-person discussions with Scribe, which can carry on while the phone is locked until the recording is stopped. A member's app never uses the microphone.

You can change any of these permissions at any time in your device's settings.

Crash and error reports. When the FitnessHub app crashes or meets an error, a report is sent to Sentry, our error-monitoring provider, which hosts it in the European Union. So that we can investigate a problem a particular person has reported, the report identifies the signed-in user by their account identifier, name and email address, together with their IP address and device details. We use these reports only to find and fix faults.

Telephone calls to us

We may record calls to and from our own telephone numbers, to help us provide a good service, to train our team, and to keep a record of what was agreed. You will be told at the start of a call if it may be recorded. Our lawful basis is our legitimate interests in those purposes.

During busy periods we may use a third-party answering service so that every call is answered promptly. It passes your message to us and does not keep your personal data.

Calls made through GymOS (Konduo)

Gyms using GymOS can call their members and leads through Konduo, our in-product calling feature, from the GymOS portal and the FitnessHub app. A gym can choose to have those calls recorded, and optionally transcribed and summarised. The gym is the controller of those calls, their recordings and their transcripts, and we act on its instructions as its processor.

• You are told when a call may be recorded. Where a call is recorded, the person being called hears an announcement at the start of the call saying so. If the recording cannot be started, the announcement is not played and the call is not recorded.
• Where recordings are kept. Recordings and transcripts are stored in the gym's GymOS account and kept until the gym deletes them. They are not shown to the member unless the gym chooses to share them. Our telephony provider, Twilio, carries the call, and its copy of any recording is deleted once GymOS has stored its own.
• Transcription. Where the gym has chosen transcription, the recording is sent to Microsoft (Azure AI Speech), in the United Kingdom, or in the European Union when the UK service is unavailable, to be written out as text. The transcript is then sent to Anthropic, in the United States, to write a short summary of the call for the gym's team. Neither provider uses this data to train its models, and the summary is not used to make automated decisions about anybody. The detail is at gymos.com/ai-providers.
• Call records. We keep a record of each call made through Konduo (who placed it, when, how long it lasted, and its cost) so that we can bill the gym, and we are the controller of that record for that purpose.
• Staff agreement. Before a member of a gym's team places their first recorded call, we tell them how recordings are handled and ask them to agree. We keep a record of that agreement.

If you have been called by your gym and have a question about a call or its recording, please contact your gym, which is responsible for it. You are also welcome to contact us at [email protected].

In-person discussions recorded through GymOS (Scribe)

Gyms using GymOS can record in-person discussions, such as a consultation, an induction or a review, with Scribe, on a member of staff's phone in the FitnessHub app. The recording is transcribed and summarised, and filed on the record of each member and lead who took part. The gym is the controller of those discussions, their recordings and their transcripts, and we act on its instructions as its processor.

• You are told before a discussion is recorded. Before every recording, the phone plays an announcement out loud, telling everyone present that the discussion is about to be recorded, transcribed and summarised by AI, and that they can say so if they would rather it wasn't. If the announcement does not play to the end, the recording does not start. The member of staff then confirms that everyone present has agreed.
• Where recordings are kept. While a discussion is being recorded, the audio is held on the staff member's phone until it has been uploaded, and is then deleted from the phone. Recordings and transcripts are stored in the gym's GymOS account and kept until the gym deletes them. They are not shown to the member unless the gym chooses to share them.
• Transcription. The recording is sent to Microsoft (Azure AI Speech), in the United Kingdom, or in the European Union when the UK service is unavailable, to be written out as text. The transcript is then sent to Anthropic, in the United States, with the names of the people taking part, to work out who said what and to write a short summary for the gym's team. Neither provider uses this data to train its models, and the summary is not used to make automated decisions about anybody. The detail is at gymos.com/ai-providers.
• Nobody is recognised by their voice. Scribe does not create voiceprints or keep any record of what a person's voice sounds like. Voices are told apart within each recording only.
• Usage records. We keep a record of each discussion recorded through Scribe (who recorded it, when, how long it lasted, and its cost) so that we can bill the gym, and we are the controller of that record for that purpose.
• The gym's agreement. Before a gym can use Scribe, one of its managers accepts Scribe's terms, which include not recording anyone under 18 and holding recorded discussions somewhere private. We keep a record of that acceptance.

If a discussion you took part in was recorded and you have a question about it, please contact your gym, which is responsible for it. You are also welcome to contact us at [email protected].

WhatsApp messaging through GymOS

A gym can connect its own WhatsApp Business Account to GymOS, so that its team can send WhatsApp messages to its members and leads, and receive and reply to the messages they send, from GymOS. The gym connects its account itself, through Meta's own sign-up screens shown inside GymOS. The gym is the controller of those messages, and we act on its instructions as its processor.

• Who carries the messages. Messages are sent and received through our messaging provider, Twilio, and delivered by WhatsApp, which is operated by Meta. Both are listed on our sub-processor list at gymos.com/subprocessors, and WhatsApp's own terms and privacy policy also apply to your use of WhatsApp.
• What we receive through WhatsApp. The identifiers of the gym's WhatsApp Business Account and phone number; the gym's WhatsApp display name and its status; the gym's message templates and whether WhatsApp has approved them; the account's quality rating and messaging limits; the messages, photos, documents and other files sent to and from the gym's WhatsApp number; and whether each message was delivered and read. We do not receive the gym's Meta or Facebook login, its Facebook profile or its payment details, and we hold no password or access token for its WhatsApp account.
• What we use it for. Only to provide WhatsApp messaging to the gym: to show its team their conversations, to send the messages they write, to store what their members and leads send them, and to bill the gym for its use. We do not use data received through WhatsApp for advertising or profiling, we do not sell it, and we do not share it with anyone except the providers needed to deliver the messages.
• Files people send. Photos, documents and other files sent to the gym on WhatsApp are checked for safety and stored in the gym's GymOS account, like email attachments. Twilio's copy is then deleted.
• Permission to message. WhatsApp requires a business to have a person's permission before it contacts them on WhatsApp. Each gym is responsible, as controller, for having that permission from its members and leads.
• Usage records. We keep a record of each WhatsApp message sent or received through GymOS (when, by which gym, and its cost) so that we can bill the gym, and we are the controller of that record for that purpose.

Deleting data we have received through WhatsApp

If you are a gym and want to stop using WhatsApp through GymOS, contact our support team or email [email protected]. We will disconnect your WhatsApp Business Account from GymOS, after which we receive nothing further through it. You can also remove GymOS's access yourself at any time in your Meta Business settings. Your WhatsApp conversations stay in your GymOS account until you delete them, and you can delete them there at any time. To have everything we hold that we received through WhatsApp deleted, including the details of your WhatsApp connection, email [email protected] and we will do so within one month, keeping only the billing records the law requires us to keep.

If you are a gym member or lead and have messaged a gym on WhatsApp, your gym is responsible for your messages, so please ask your gym to delete them. You can also email us at [email protected] and we will pass your request to your gym and help it respond, as described in Your rights.

Artificial intelligence

Parts of GymOS use artificial intelligence: to generate images, to rewrite text a gym's team has written, to power Ask Alphie, an assistant that answers questions asked by a gym's own staff, and, where a gym chooses, to transcribe and summarise calls its team makes through Konduo and in-person discussions its team records with Scribe.

We name every AI provider we use, explain what each is used for and where it processes data, and set out our position on training data at gymos.com/ai-providers. That page also explains exactly what is sent for each feature, and forms part of our Terms and Conditions. The providers also appear on our sub-processor list at gymos.com/subprocessors.

• Image generation and text rewriting only ever receive what the user typed.
• Ask Alphie can involve members' personal data. Because it answers questions about a gym's own operation, it looks information up in that gym's account in order to answer, and that can include members' personal data, for example a member's name, contact details, membership, bookings, attendance or payment history. What is looked up depends entirely on what is asked; a question about how a GymOS screen works involves no member data at all. Ask Alphie is available to a gym's staff only, and is never offered to members.
• Konduo call transcription sends a recorded call to be transcribed and summarised, only where the gym has chosen it, as described above.
• Scribe sends a recorded in-person discussion to be transcribed and summarised, only where the gym has switched Scribe on and its team has recorded the discussion, as described above.
• No AI feature is used to make automated decisions about anybody.

Where an AI feature processes a gym's members' personal data, the gym is the controller of that data, we act as its processor, and the AI providers act as our sub-processors. Where a member of a gym's team uses an AI feature, we are the controller of the record of that person's use of it.

Who we share data with

We use carefully chosen service providers to run GymOS, such as hosting, email, SMS and WhatsApp delivery, telephony, payments, support and AI services. Each is bound by data protection terms, and each processes data only to provide its service to us. The full list, with what each does and where, is at gymos.com/subprocessors, and we give at least 14 days' notice there before adding or replacing one.

We also share data where a gym connects GymOS to another service itself, such as its accounting software or online class platform. That connection is made on the gym's instruction.

We may disclose data where the law requires it, to protect the rights, property or safety of our customers, their members, ourselves or others, or to a buyer or successor if all or part of our business is sold or reorganised, under equivalent protections.

We do not sell personal data, and we do not share it with anyone for their own marketing.

International transfers

GymOS is hosted primarily in the United Kingdom. Some of our service providers operate from, or use infrastructure in, other countries, including the European Union and the United States. Where personal data is transferred outside the United Kingdom, we make sure it is protected by the safeguards the UK GDPR permits, typically the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or transfer to a country with a UK adequacy decision. Where the EU GDPR applies, for example to our customers in Ireland, we rely on the equivalent EU safeguards.

How long we keep data

We keep personal data only for as long as we need it for the purpose we collected it for, and then delete or anonymise it, unless the law requires us to keep it for longer. In particular:

• Customer accounts are kept while the customer uses GymOS. Afterwards, data we hold for a gym is returned or deleted in line with our contract with that gym.
• Financial and billing records, including Konduo call, Scribe, SMS and WhatsApp usage records, are kept for six years, as UK tax law requires.
• Enquiries and marketing contacts are kept while there is a genuine prospect of doing business, and removed if you ask us to stop contacting you. We keep a record that you opted out, so that we do not contact you again.
• Ask Alphie questions and answers are kept for 30 days and then deleted automatically. Where somebody reports one of Alphie's answers, we keep that report for longer, because it is a record of a complaint and of what we did about it.
• Konduo recordings and transcripts are kept until the gym deletes them.
• Scribe recordings and transcripts are kept until the gym deletes them. The copy held on a staff member's phone while a discussion is recorded is deleted from the phone once it has been uploaded.
• WhatsApp messages and the files sent with them are kept in the gym's GymOS account until the gym deletes them. The details of a gym's WhatsApp connection are kept while it is connected, and deleted as described below.
• Crash and error reports are kept for the retention period of our error-monitoring provider, currently 90 days.
• Third-party app integrations, such as Zoom: data originating from the integrated app is deleted within 48 hours of the integration being disconnected, unless the law requires us to keep it for longer.

Security

We protect personal data with physical, technical and organisational measures appropriate to the risk, including encryption of data in transit, access controls based on each user's role, two-factor authentication for staff accounts, and monitoring of our systems. You can read more on our security page.

Cookies

A cookie is a small file stored on your device by a website. Cookies that are strictly necessary for our website to work, such as the one that remembers your cookie choices, are always set. We set all other cookies only if you agree to them through the cookie banner, and you can change your choices at any time from the cookie settings on our website.

With your agreement, we use cookies:

• For analytics, through Google Analytics, to understand how our website is used and improve it
• For live chat, through Zoho SalesIQ
• For advertising and remarketing, as described below

We also use Google reCAPTCHA on our forms and sign-up process, to protect them from abuse.

You can also block or delete cookies in your browser's settings, although parts of the website may not then work as intended. You can find out more at AboutCookies.org.

Advertising and remarketing

If you agree to advertising cookies, advertising services, including Google Ads, may use information about your visits to our website to show you our adverts on other websites. You can manage how Google personalises adverts at Google Ad Settings, and opt out of many advertisers' use of cookies at Your Online Choices.

Marketing from us

We may send business contacts information about GymOS, new features, events and offers that we think will interest them. Every marketing email includes a way to unsubscribe, and you can also ask us to stop at any time by emailing [email protected]. We do not send marketing to gym members on behalf of GymOS; any marketing a member receives through GymOS comes from their gym.

Your rights

You have the following rights over your personal data:

• Access – to have a copy of the personal data we hold about you
• Rectification – to have inaccurate or incomplete data corrected
• Erasure – to have your data deleted, in certain circumstances
• Restriction – to have the use of your data restricted, in certain circumstances
• Portability – to receive data you gave us in a commonly used, machine-readable format, where our use of it is based on consent or a contract
• Objection – to object to our use of your data where it is based on legitimate interests, and to object to direct marketing at any time
• Withdrawing consent – where we rely on your consent, at any time

To exercise any of these rights, email [email protected] or write to us at the address above. It is free of charge, and we will reply within one month, or tell you within that month if we need longer because the request is complex. We may need to confirm your identity first. If your request concerns data a gym holds about you as its member, we will pass it to that gym, which is responsible for answering it, and help it do so.

If you are unhappy with how we have handled your data, please tell us first so that we can put it right. You also have the right to complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113), the UK's data protection regulator. If you live in Ireland, you can complain to the Data Protection Commission, or to the regulator where you live elsewhere in the European Economic Area.

Children

Our website and our services to gym operators are not directed at children. Gyms may hold data about children, for example as part of a family membership, and are responsible as controller for having the right basis, and any parental agreement required, to do so.

Automated decisions

We do not make decisions about anybody that are based solely on automated processing and that have legal or similarly significant effects on them.

Links to other websites

Our website may link to other websites. We have no control over those websites, and this policy does not apply to them, so please read the privacy policy of any website you visit.

Changes to this policy

We update this policy when the way we use personal data changes. The date at the top shows when it was last changed.

Contact us

For any question about this policy or your personal data, email [email protected] or write to Quoox Ltd, Unit B3, Knowledge Gateway, Nesfield Road, Colchester, CO4 3ZL, United Kingdom.