1. Introduction
Tune Up Fitness Worldwide, Inc. (“Company,” “we,” “us,” or “our”) respects your privacy and is committed to protecting it in accordance with applicable privacy and data protection laws.
This Privacy Policy describes how we collect, use, disclose, and safeguard personal information when you visit or interact with our websites, digital platforms, products, services, online education programs, marketing communications, and related offerings (collectively, the “Services”).
By accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy.
2. Scope & Jurisdictional Coverage
This Privacy Policy describes our practices regarding the collection, use, disclosure, and protection of personal information in connection with our Services.
Certain privacy and data protection laws may provide individuals with additional rights depending on where they reside or access our Services. These rights may include rights to access, correct, delete, restrict, or obtain a copy of personal information, as applicable.
Nothing in this Privacy Policy is intended to limit any rights available to you under applicable law.
3. Information We Collect
A. Personal Information You Provide
We may collect personal information that you voluntarily provide, including:
- Name
- Email address
- Phone number (where provided)
- Billing and shipping address
- Account login credentials
- Purchase history
- Course enrollment and progress
- Communications with customer support
Optional Information: You may choose to share general descriptions of pain, discomfort, or goals for educational personalization. This information is voluntary, non-diagnostic, and not used for medical assessment, diagnosis, or treatment.
We do not request or require medical diagnoses, clinical health records, medication information, or other sensitive health information through our chat or AI assistant features. Please do not submit sensitive personal or medical information through these features. If you voluntarily provide health-related information, it may be processed as part of your communication with us in accordance with this Privacy Policy and applicable law.
Chat & Messaging Interactions: If you choose to communicate with us through live chat features, automated chat tools, or voice and messaging assistants, we may collect the information you voluntarily provide during those interactions — including typed messages, voice input and its transcription — as well as related engagement data such as pages visited or links selected. This information may be used to provide support, respond to inquiries, personalize content, understand user interests, maintain safety, troubleshoot issues, and for quality assurance and service improvement purposes. Please do not share sensitive personal or medical information through these features.
B. Automatically Collected Information
When you access our Services, we may automatically collect certain information, including:
- IP address
- Browser type and device information
- Pages viewed and interactions
- Referring URLs
- Date and time of access
We use cookies, pixels, and similar technologies, including Meta (Facebook/Instagram) advertising pixels and HubSpot tracking tools, to collect information about how users interact with our Services. This may include pages visited, content viewed, links clicked, and general engagement data.
We also use session-replay analytics services (currently PostHog) that record page interactions on our websites — such as clicks, scrolls, and navigation — in masked form. Anything you type into forms is hidden from these recordings, and recording is paused on checkout, login, and account pages.
This information helps us understand user interests, improve our Services, measure marketing effectiveness, and deliver relevant communications and advertisements.
We do not record or monitor telephone calls.
C. Payment Information
All payment transactions are processed securely through Authorize.net or other authorized payment processors. We do not store full payment card numbers on our servers.
4. How We Use Your Information
We use personal information for the following purposes:
- To provide, operate, and maintain the Services
- To process transactions and fulfill orders
- To deliver digital education, courses, certifications, and related content
- To communicate with you about purchases, updates, support, and administrative matters
- To personalize content and educational experiences
- To understand user interests and engagement
- To operate, analyze, and improve search and content recommendation features
- To send marketing and educational communications by email, where permitted by law
- To send text messages only where you have expressly opted in, as required by law
- To create and deliver interest-based advertisements and retargeting campaigns on third-party platforms (such as Meta), based on interactions with our Services
- To measure the effectiveness of marketing and advertising campaigns
- To comply with legal obligations and enforce our agreements
We do not use personal information to provide medical advice or healthcare services.
5. AI-Driven Content Recommendations & AI Assistant Features
We may offer AI-powered content search or recommendation features within our video library and digital education platforms.
These features may operate using:
- User-initiated search inputs; and/or
- Information a user voluntarily provides by completing a form or questionnaire for the purpose of receiving educational content recommendations.
AI Video Search: When you submit a written search through our AI-powered video search features, we may retain the search query to provide and improve search functionality, understand how users engage with our educational content, and improve our Services. If you are logged into your account when using these features, your search activity may be associated with your account.
Search inputs are used to return relevant educational video or content suggestions and may also be used for service operation, analytics, personalization, and improvement. These features are educational in nature and are not intended to provide medical assessment, diagnosis, or treatment. Please do not submit sensitive personal or medical information through search fields.
AI Chat and Voice Assistant: Our website also offers an AI-powered chat and voice assistant that can answer questions about our products, educational programs, and general information. This assistant is built on Voiceflow, a third-party conversational AI platform, which relies on third-party artificial intelligence, speech-to-text, and text-to-speech service providers to support its functionality.
When you use the assistant, your typed messages or spoken input and resulting transcriptions are processed by Tune Up Fitness and our service providers to provide the assistant, generate responses, maintain safety and security, troubleshoot issues, and evaluate and improve the quality of the service.
Voiceflow has represented to us that customer conversation data is not used by Voiceflow or its third-party AI model providers to train AI models and that Voiceflow does not create voiceprints or voice embeddings from voice interactions.
We do not use the AI assistant to solicit identifying information or sensitive medical information, and the assistant is not designed to provide medical diagnosis or treatment. Please do not submit sensitive personal or medical information through the assistant.
You are notified that you are interacting with an AI assistant, and not a human employee, at the start of each session.
If chatbot or automated assistance features direct users to specific content or pages, we may use that interaction data to improve our Services and, where permitted by law, to provide relevant follow-up communications.
These features do not involve automated decision-making that produces legal or similarly significant effects. Users are not subject to profiling as defined under applicable privacy laws.
We do not use AI features to infer medical conditions, diagnoses, or health status.
6. Cookies & Tracking Technologies
We use cookies, pixels, and similar technologies to:
- Maintain site functionality
- Analyze traffic and usage patterns
- Support analytics, marketing, and advertising efforts
Third-party partners, such as Meta and analytics providers, may use cookies or similar technologies to collect information about your interactions with our Services and other websites over time. This information may be used to provide advertisements that are more relevant to your interests.
You may manage cookie preferences through your browser settings or available consent tools. Disabling cookies may limit certain features of the Services.
7. Sharing & Disclosure of Information
We do not sell personal information.
We may share limited personal information with:
- Service providers acting on our behalf (such as hosting, analytics, CRM, payment processing, email delivery, AI chat/voice assistant platforms, AI-powered search providers, and advertising partners)
- Advertising and analytics partners for the purpose of delivering interest-based advertisements and measuring campaign effectiveness, as permitted by applicable law
- Legal authorities when required to comply with law or legal process
- Business successors in connection with a merger, acquisition, or sale of assets
All service providers are contractually required to protect personal information and use it only for authorized purposes.
8. AI-Driven Features & Recommendations
The Services may include AI-powered search tools, content recommendations, or automated assistance features. These features may use real-time user inputs and/or information voluntarily provided by users to suggest relevant educational content or resources. AI features do not provide medical advice, do not diagnose conditions, and do not produce automated decisions with legal or similarly significant effects. Use of AI-driven features is optional and does not affect access to core Services.
Our website also offers an AI-powered chat and voice assistant for product, program, and general information inquiries. While we aim for accuracy, responses generated by this assistant may at times be incomplete, outdated, or incorrect, and should not be relied upon as a substitute for information provided directly by Tune Up Fitness staff, your healthcare provider, or the terms of your actual purchase or enrollment agreement. You will be notified that you are interacting with an AI assistant, not a human employee, at the start of each session.
9. Data Retention
We retain personal information only for as long as necessary to fulfill the purposes described in this Privacy Policy, comply with legal obligations, resolve disputes, and enforce our agreements.
AI Video Search: Written search queries submitted through our AI-powered video search features may be retained in accordance with our data-retention practices. If you are logged into your account when you conduct a search, retained search activity may be associated with your account. Search data is retained only for as long as reasonably necessary for the purposes described in this Privacy Policy, subject to applicable legal requirements.
AI Chat and Voice Assistant Transcripts: Conversation transcripts with our AI assistant may be retained for up to six months for support, quality assurance, safety, troubleshooting, and service-improvement purposes, unless deleted earlier. You may request access to or deletion of your assistant conversation data as described in Section 8, subject to applicable law.
Deleted transcript data may remain temporarily in secure backups until those backups expire, without operational access during that period.
10. Data Security
We implement reasonable administrative, technical, and physical safeguards designed to protect personal information. While no system can guarantee absolute security, we continuously review and update our security practices to reduce risk.
11. Children’s Privacy
Our Services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13 without appropriate authorization where required by applicable law.
Certain Services, including publicly accessible website features, AI-powered video search features, and our AI assistant, may be accessible to users of different ages. We do not intentionally use these features to solicit personal information from children.
If we become aware that we have collected personal information from a child in a manner that does not comply with applicable law, we will take appropriate steps to delete or otherwise address that information.
12. Prohibited Conduct
You agree not to:
- Use the Services for unlawful purposes
- Share account credentials
- Misrepresent professional credentials
- Copy or redistribute paid content
- Interfere with the security or functionality of the Services
- Abuse interactive features or consent/opt-out mechanisms
- Attempt to manipulate, exploit, or circumvent the safety features of any AI-powered chat, voice, or recommendation tool, or use such tools to generate or request unlawful, harmful, or deceptive content
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Material changes will be posted on this page with an updated “Last Updated” date.
14. Contact Information
If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have a complaint about how we handle your personal information, please contact:
Tune Up Fitness Worldwide, Inc.
Email: [email protected]
Mailing Address: 12400 Ventura Blvd., #305, Studio City, CA 91604 USA
We will review privacy requests and complaints and respond as required by applicable law.