Privacy policy

Kaivance is software for gyms and similar businesses. It answers enquiries on WhatsApp, follows up with prospects, flags members who are drifting away, and gives owners a single view of what is happening. Kaivance is operated by Kaivance - F.Z.C, a company registered in the United Arab Emirates.

This policy explains what personal information we handle, why we handle it, who we share it with and how long we keep it. It covers our website and the Kaivance application, including the parts that connect to the WhatsApp Business Platform and to Meta Lead Ads.

We handle personal information in two distinct roles, and your rights differ depending on which applies.

As a controller. For the businesses that buy Kaivance and the staff who log in, we decide how their information is used. That covers account details, billing information and support correspondence.

As a processor. For the members, enquirers and prospects of those businesses, we act on the instructions of the business you are dealing with. They decide what happens to your information, and we handle it on their behalf. If you are a gym member or you enquired with a gym, that gym is the controller of your information, and it is worth contacting them first. You can also contact us using the details at the end of this policy and we will help.

From businesses that use Kaivance: the name and email address of each staff member with a login, the business name and contact details, and records of what was done in the product.

On behalf of those businesses, about their members and enquirers: name, phone number, email address, WhatsApp messages exchanged with the business, answers submitted on a Meta lead form, attendance and booking records drawn from the business's booking system, membership status, and any notes or wellbeing responses the person gives in conversation.

We do not ask for and do not want payment card numbers, government identification numbers, or detailed medical records. If a person volunteers health information in a message, for example mentioning an injury, it is stored as part of that conversation so their coach can respond sensibly.

Directly from the person, when they message a business on WhatsApp or submit a form. From Meta, when someone completes a lead form on Facebook or Instagram for a connected business. From the business itself, including its booking or membership system. And from our own records of how the product was used.

To deliver messages between a business and the people who contact it. To draft and send replies, including with AI assistance. To route new enquiries to the right person and follow up on them. To show a business its own members, enquiries and trends. To keep the service secure, diagnose faults and meet our legal obligations.

We do not sell personal information. We do not use the contents of one business's conversations to benefit another business, and we do not use them to train AI models.

We use Google Analytics only when a website visitor chooses to allow analytics cookies. It helps us understand which pages are visited, how people found the site and whether a live demo was booked. The information may include page addresses, referring pages, approximate location, device and browser information, and interaction events.

We do not send names, email addresses, phone numbers, gym names, booking details or conversation content to Google Analytics. Advertising storage and personalisation remain disabled.

You can accept or reject analytics when first visiting the site, and change or withdraw that choice later through the "Cookie settings" link in the footer. Withdrawing consent stops further analytics collection and removes Kaivance's Google Analytics cookies from the browser where possible.

The embedded booking calendar is provided by Calendly. Calendly may use cookies needed to provide its scheduling service and displays its own cookie controls where required.

When a business connects its WhatsApp Business Account and Facebook Page to Kaivance, it grants us specific permissions. We request only what the product needs, and each one is used as set out below.

A business can disconnect Kaivance at any time from its own Meta Business settings, which immediately revokes our access.

We share personal information with the client business the information belongs to, and with the service providers below who process it on our behalf under contract.

We may also disclose information where the law requires it, or to establish or defend legal claims.

Businesses may only message people who have agreed to be contacted. If you no longer want messages, reply STOP to any message and we will stop sending automated messages to that number. You can also ask the business directly.

WhatsApp messages are delivered by Meta and are subject to WhatsApp's own terms and privacy policy.

We keep information about members and enquirers for as long as the business remains a Kaivance customer and needs it for the purposes above. When a business leaves, we delete or irreversibly anonymise its data within 90 days, unless we are required to keep it for longer by law.

Lead information retrieved from Meta is stored from the point we receive it. Meta itself only retains lead data for a limited period, which is why we retrieve it promptly.

Data is encrypted in transit and at rest. Access is restricted to the people who need it. Each business's data is separated so that one customer cannot see another's. Credentials and access tokens are stored encrypted and never exposed to browsers.

We are based in the United Arab Emirates and our service providers operate internationally, so personal information may be processed outside the country you live in. Where information is transferred out of the United Kingdom or European Economic Area, we rely on appropriate safeguards, including standard contractual clauses.

Depending on where you live, you may have the right to ask for a copy of your information, to have it corrected, to have it deleted, to object to or restrict how it is used, and to withdraw consent. You may also have the right to complain to your data protection regulator.

If you are a member or enquirer of a business that uses Kaivance, contact that business first, as they control your information. If that is not practical, contact us and we will pass your request on and support it.

To have your personal information deleted, email us at ross@kaivance.co.uk with the subject line "Data deletion request", and include the phone number or email address the business holds for you so we can find your records.

We will confirm receipt within 5 working days and complete the deletion within 30 days. We will tell you when it is done. Where we act on behalf of a client business, we will notify that business of your request, since they control the information.

Some records may be retained where the law requires it, for example transaction records kept for accounting purposes. We will tell you if that applies to any part of your request.

Kaivance is not intended for children. We do not knowingly handle the personal information of anyone under 16 other than where a business has a lawful basis to do so and has told us. If you believe we hold a child's information in error, contact us and we will remove it.

We update this policy when the product changes. The date at the top shows when it was last revised. Where a change materially affects how we handle personal information, we will tell the affected businesses directly.

Kaivance, operated by Kaivance - F.Z.C, United Arab Emirates.

Email ross@kaivance.co.uk.