Privacy Policy

1. Who we are

Pelvi Health, LLC runs this website, the Pelvi member area at pelvi.health/app, and the Pelvic Floor & Core Coach app for iPhone. In data protection language we are the controller of the information described here. You can reach us at any time at [email protected].

This policy covers pelvi.health and the app. It does not cover Cora, which is a separate product with its own policy at pelvi.health/cora/privacy-policy.

2. What we collect

The questions in the plan builder

Before you pay, we ask you for a goal, your first name, your age, your height, your weight, whether any of four health conditions apply to you, and how active you are. The conditions we ask about are pelvic pain, postpartum recovery, bladder leaks and prostate concerns. "None of these" is a real answer and it costs you nothing.

The one exception is the moment you pay. At that point we send Stripe your email address, your name if you gave one, and the short code for the goal you chose, for example bladderLeaks. The goal code goes on the subscription so that we can honour the 90-Day Goal Guarantee, which is a promise about the specific goal you picked. Your age, height, weight and health conditions are not sent to Stripe.

Your email address

We ask for it once, in the checkout, before you type a card. We need it for the receipt, for the billing portal, and to find your subscription again if you change device.

We keep it even if you do not pay. Entering your address in the checkout creates a customer record at Stripe straight away, before any card details are entered, so if you change your mind at the card field we still have the address. That is worth saying plainly, because nothing on the screen tells you so.

We may use it to email you about Pelvi — an offer, a discount, a reason to come back — and we may include it in the advertising audiences described in section 5. We do not sell it, and we never attach your goal or any other health answer to it. If you would rather we did neither, email [email protected] and say so. One line is enough and we will not ask why.

Your payment details

Payments are handled by Stripe. Your card number is typed into a form Stripe controls and it goes straight to Stripe. We never see it and it never touches our servers. What we can see afterwards is what Stripe shows us: your name and email, the last four digits, the country, and whether the subscription is active.

Your account

The member area is signed in with Google, through Firebase Authentication. From that we get your verified email address, your name, and your Google profile picture if you have one. We do not get your Google password and we cannot read anything else in your Google account.

What you do inside the member area

• Which sessions you finished, on which day, and roughly how long you watched.
• Your streak, your best streak and which day of the 90-day plan you are on.
• Your daily check-in. Depending on your goal that can include whether you leaked yesterday, a pain score, your mood and your energy.
• The messages you send Coach Mia, and the replies.
• Exercises you saved, and your goal if you change it.

Technical data

Like every website, ours receives your IP address, your browser and device type, the approximate region that IP belongs to, and the page you came from. Cloudflare, which hosts this site, uses that to serve pages and to block attacks. Our checkout endpoint also uses your IP address to rate limit, so that nobody can hammer it.

3. Your health data

Some of what we have described is health information about you. Under UK and EU data protection law it is a special category of personal data, protected by Article 9 of the GDPR, and it gets stricter treatment than an email address does. We are not going to be coy about which parts those are.

The health information we hold is:

• Your goal. Stopping bladder leaks, easing pelvic pain, recovering postpartum, preparing for pregnancy, healing diastasis recti, improving intimacy, building core strength or supporting your fitness.
• The conditions you ticked in the plan builder: pelvic pain, postpartum recovery, bladder leaks, prostate concerns.
• Your age, height and weight, when the app has them.
• Your daily check-ins, which can record leaks, pain, mood and energy.
• Your messages to Coach Mia, which are often about symptoms.
• What you did in the programme, because a plan built for postpartum recovery says something about you just by existing.

We collect it for one reason: to build the plan you asked for, to keep it safe for your body, and to be able to check a guarantee claim. We do not use it to target ads. We do not sell it, we do not trade it, and we do not hand it to data brokers.

You choose whether to answer. Nothing in the plan builder is ticked for you, you can answer "None of these", and you can stop at any point. Answering is how you consent to us using those answers for your plan. You can withdraw that consent whenever you like, by emailing [email protected] or by following section 12.

4. Session recording

We use Microsoft Clarity on this website. Clarity records your visit: the pages you open, where you move and tap, how far you scroll, and how long you stay. Those recordings can be played back like a video, and they are grouped into heatmaps. We use them to find the screens where people get stuck.

Where it records, and where it does not

Recording is on for the public part of the site: the landing page, the plan builder, the plan, the paywall, the page after you pay, the blog, and these legal pages.

It is switched off inside the member area. Nothing on /app is recorded, so your daily check-ins, your leak and pain scores, your messages to Coach Mia and your billing details are never in a session replay. Our own admin screens are not recorded either.

What is in a recording

The plan builder is part of the public site, so a replay of it shows the buttons you tapped, which includes the goal you chose and the conditions you ticked. That is health information about you, sitting in a Microsoft product, and we would rather tell you than have you find out. What you type is masked: your name and your email address are hidden from the recording, and the card fields are not ours to record at all, because Stripe draws them in its own frame that this site cannot see into.

Alongside the replay we attach a few labels so we can find the sessions where people got stuck. Those labels are: which step of the plan builder you reached, which goal you chose, whether you gave an email address or skipped, how many conditions you ticked, your activity level, whether you reached the paywall, how far into checkout you got, and the error code if a payment failed.

Which conditions you ticked is deliberately not one of those labels. A label is searchable and it outlives the recording, and a searchable list of people by pelvic condition is exactly the thing that should not exist. Only the number is stored. We also never tell Clarity your name or your email address, so a recording is not filed under who you are.

Clarity is run by Microsoft. Their notice is at clarity.microsoft.com/terms and their privacy statement is at privacy.microsoft.com/privacystatement.

If you would rather not be recorded, block clarity.ms in your browser, or use a tracker blocker, or use private browsing and clear it afterwards. Blocking it does not break anything on this site: the plan builder, the checkout and the member area all work exactly the same. And if you have already visited, email us and we will ask Microsoft to delete recordings tied to you.

5. Advertising

We advertise. This site loads the Google Ads tag, which tells Google that somebody who clicked one of our ads reached our site. It lets Google measure whether an ad worked and it can be used to show you our ads again elsewhere. It sets its own cookies. It loads on every page of this site, including the member area, where all it sees is which page you opened.

We do not send Google your health answers, your check-ins or your messages. We do not build advertising audiences out of what condition you ticked, and we never will. Google's own rules also forbid us from targeting ads at people based on sensitive health status.

You can turn personalised advertising off in your Google account at myadcenter.google.com, and you can block the tag with any tracker blocker. Nothing on this site depends on it.

Your email address in our advertising audiences

Google and Meta both let an advertiser upload a list of email addresses, so that it can show ads to those people, deliberately stop showing ads to them, or ask the platform to find new people who resemble them. Google calls it Customer Match; Meta calls it a Custom Audience, and the find-people-like-them version a Lookalike Audience. We may use the addresses we have collected this way, including the address of somebody who started the checkout and did not pay.

We have not uploaded any list yet. This is written down before we do it rather than after, so that none of it is a surprise. When we do, here is the whole of it: your address is scrambled into a fingerprint before it leaves us, the platform compares fingerprints against its own users, and a match decides whether you are shown an ad. The platform is told nothing about your health, because we send it nothing about your health.

What we will never do is build an audience out of your goal, the conditions you ticked, your check-ins or your messages to Coach Mia. That is a promise we are making to you and it is also a rule Google enforces on advertisers. The list of addresses our own staff can export carries no health information of any kind, by design.

To be left out, email [email protected]. We will remove you from anything we have already uploaded and keep you out of anything we upload later.

6. Cookies and browser storage

Here is everything this site puts on your device, and what each thing is for.

• Your plan builder answers. Stored by us in your browser, so you can finish later. Cleared after 30 days.
• Whether you have an active subscription. Stored by us in your browser so the app does not lock you out for the two seconds it takes to ask Stripe. It is only ever a cache. Stripe is always asked for the real answer.
• Your sign-in. Firebase Authentication stores a token so you are not asked to sign in on every visit.
• Microsoft Clarity cookies (named _clck and _clsk), which tie the pages of one visit together.
• Google Ads cookies (including _gcl_au), which measure whether an ad led to a signup.
• Stripe cookies on the checkout, which Stripe uses to detect fraud.

You can clear all of it from your browser settings at any time. Clearing it signs you out and loses your unfinished plan builder answers. It does not cancel a subscription and it does not delete anything we hold about you. For that, see section 12.

7. Why we are allowed to

If you are in the UK or the EU, the law wants us to name a legal basis for each thing we do. In plain terms:

• Your plan, your account and your subscription: we need this information to give you the thing you are paying for. That is a contract with you.
• Your health answers, check-ins and messages: your consent, given by answering, and withdrawable at any time.
• Session recording and analytics: your consent where local law requires it, and otherwise our interest in a website that works. You can opt out as described in section 4.
• Advertising measurement: your consent where local law requires it, and otherwise our interest in knowing which ads are worth paying for.
• Emailing you about Pelvi, and the advertising audiences in section 5: your consent where local law requires it, and otherwise our legitimate interest in reaching people who came to us of their own accord and in not paying to advertise at people who have already bought. You can object at any time, and objecting is the end of it — there is no balancing test on our side and nothing to argue about.
• Fraud prevention, rate limiting and security: our legitimate interest in not being attacked, and our legal duty to keep your data safe.
• Receipts, tax records and refund claims: our legal obligations.

8. Who else sees it

We do not sell your personal information, and we do not hand it to anybody so that they can advertise their own products. We do use your email address to advertise ours, and section 5 says exactly how. These are the companies that handle it on our behalf, and what each one gets.

• Stripe takes the payment. It gets your name, email, card details, the goal code, and your billing country. Stripe is the company that actually cancels your plan and issues your refund. stripe.com/privacy
• Google does four jobs. Three are Firebase: it signs you in, it stores your member record and your check-ins and your Coach Mia messages in Firestore, and it serves the exercise videos. The fourth is advertising: the Google Ads tag, which measures our advertising, and — if and when we upload an audience as described in section 5 — a scrambled form of your email address. firebase.google.com/support/privacy
• Meta, but only if and when we upload an advertising audience as described in section 5. It would receive a scrambled form of your email address and nothing else. There is no Meta tracking pixel anywhere on this site today.
• Microsoft runs Clarity, described in section 4.
• Cloudflare hosts the website and runs the small server functions that talk to Stripe. It sees the traffic, including your IP address. cloudflare.com/privacypolicy
• Apple, if you subscribed inside the iPhone app rather than here. Apple takes that payment and Apple handles that cancellation. We are told that a subscription exists, not your card details.

Inside our own company, member records are visible to our staff through an admin dashboard, because somebody has to be able to answer "where is my refund". Access is limited to the people who need it.

We will also hand over data if a court or the law requires it, or if we have to in order to protect somebody from serious harm. If our business is ever sold, your data would move with it, and this policy would move with it too.

9. If you also use the iPhone app

The app and the website are one product. If you use both, we join the two records by your verified email address. That is the only key we have: the app does not ask you to sign in, and the website signs you in with Google, so the addresses are what match.

Practically, that means when you sign in here with a Google account whose address matches the address in the app, we adopt the record the app already made. Your streak, your history and your day count carry over instead of starting again. It also means the same record is readable from both places.

If you do not want the two joined, sign in here with a different email address, or tell us and we will keep them apart.

10. Where your data is kept

We are a United States company and our data is processed in the United States. Stripe, Google, Microsoft and Cloudflare all operate globally, so your data may be handled in more than one country.

If you are in the UK or the EU, that means your data leaves your country. Each of those companies covers those transfers with the safeguards the law provides for, which in practice means Standard Contractual Clauses and, for the US companies, the EU-US Data Privacy Framework. If you want the detail for a particular one, ask us and we will point you at their paperwork.

11. How long we keep it

• Plan builder answers, in your browser: 30 days, then they delete themselves.
• Your member record, sessions, check-ins and Coach Mia messages: for as long as you have an account. If you cancel and do not come back, we delete it after 24 months. You can ask us to do it sooner and we will.
• Payment and refund records: Stripe keeps these, and so do we, for as long as tax and accounting law requires. In the United States that is generally seven years. We cannot shorten this one, even if you ask.
• Clarity recordings: Microsoft deletes these on its own schedule, which is currently 30 days. We cannot extend it.
• Support emails: 24 months, so we can see the history if you write again.
• An email address entered in the checkout that never became a subscription: Stripe keeps that customer record, and we keep the address for the purposes in section 5, until you ask us to delete it. Ask and we will, including from any advertising audience we have uploaded it to.

12. How to delete everything

Email [email protected] from the address on your account and ask us to delete your data. That is the whole process. There is no form and we will not try to talk you out of it.

Within 30 days we will:

1. Delete your member record, your sessions, your check-ins and your Coach Mia messages.
2. Cancel any active subscription, so you are not charged again.
3. Delete your Stripe customer record, apart from what tax law makes us keep.
4. Ask Microsoft to delete Clarity recordings that can be tied to you.

To clear what is on your own device, clear this site's data in your browser settings. If you have the iPhone app, delete the app as well.

Deleting is not the same as cancelling. If you only want to stop the payments, open the You tab in the member area and tap Manage or cancel. See the Terms for how that works.

13. Your rights

Wherever you live, you can ask us to:

• tell you what we hold about you, and give you a copy;
• correct anything that is wrong;
• delete it;
• send it to you or to somebody else in a portable file;
• stop using it for something, including analytics and advertising;
• withdraw a consent you gave, without it affecting what we did before you did.

Ask at [email protected]. We answer within 30 days. We will not charge you and we will not give you a worse service for asking.

If you are in the UK or the EU: you can also complain to your data protection authority. In the UK that is the Information Commissioner's Office at ico.org.uk. We would rather you gave us the chance to fix it first, but it is your right either way.

If you are in California: you have the rights above under the CCPA, plus the right not to be discriminated against for using them. We do not sell or share personal information as those words are defined in that law, and we do not use sensitive personal information to infer anything about you.

14. Children

Pelvi is for adults. It is not for anyone under 18, we do not aim any of it at children, and we do not knowingly collect their information. If you think a child has given us something, email us and we will delete it.

15. Security

Everything is sent over an encrypted connection. Card details never reach us. Member records are protected by rules that only let you read your own, and the billing endpoints will not answer unless you prove who you are with a signed token from Google.

We will not pretend to be unbreakable, because nobody is. If something did go wrong and your data was exposed, we will tell you and the regulator inside the time the law allows.

16. Changes to this policy

If we change what we do, we will change this page and move the date at the top. If the change is a significant one, and especially if it affects your health data, we will email you before it takes effect rather than quietly editing the page.

17. Contact

Write to [email protected]. A person reads it. That address is also the one for refunds, for guarantee claims and for anything else, so you never have to work out which inbox you need.

For the money side of things, including how to cancel and exactly what the $149.99 a year subscription and the 90-Day Goal Guarantee promise, read the Terms.