Privacy Policy

At CoachOps.ai, we take your privacy seriously. This Privacy Policy describes how Proserve Metrics LLC (also referred to as "PSMetrics"), the company that owns and operates the CoachOps.ai platform, collects, uses, stores, and protects your information when you use our AI-powered coaching operations platform (the "Service"). By using the Service, you agree to the practices described in this policy.

1. Information We Collect

Account Information

When you create an account, we collect your name, email address, company name, and authentication credentials. If you sign in with Google, we receive your name, email, and profile photo from Google.

Coaching Session Data

The Service stores data you provide about your coaching clients and sessions, including client names, contact information, session transcripts, AI-generated documents (recaps, call guides, agendas, summaries), coaching notes, and uploaded files.

Usage Data

We automatically collect information about how you interact with the Service, including pages visited, features used, timestamps, and general performance metrics. This data helps us improve the Service.

2. How We Use Information

We use the information we collect to:

• Provide, operate, and maintain the Service.
• Generate AI-powered coaching documents based on your session data.
• Process payments and manage your subscription.
• Communicate with you about your account, updates, and support requests.
• Improve the Service, including AI model quality and user experience.
• Detect and prevent fraud, abuse, and security issues.

We do not sell your personal information or coaching data to third parties. Your coaching session content is not used to train general-purpose AI models.

3. Data Storage and Security

Your data is stored in MongoDB Atlas with encryption at rest and in transit. Application credentials are managed through secure environment variables and are never exposed in client-side code. The Service runs on Google Cloud Run with HTTPS-only access.

We implement industry-standard security measures including encrypted connections (TLS), secure authentication via Firebase, role-based access controls, and regular security reviews. However, no method of electronic storage is 100% secure, and we cannot guarantee absolute security.

4. Third-Party Services

We use the following third-party services to operate the platform:

• Firebase Authentication — Secure user sign-in and identity management.
• Stripe — Payment processing and subscription billing. Stripe's privacy practices are governed by their own privacy policy.
• AI Providers (Anthropic, OpenAI) — AI-powered document generation. Session data is sent to AI providers for processing but is not used by them for model training.
• Google Cloud Platform — Application hosting and infrastructure.
• MongoDB Atlas — Database hosting and management.
• Twilio — SMS and text message delivery for platform notifications. Phone numbers collected for SMS notifications are shared with Twilio solely for message delivery and are governed by Twilio's privacy policy.

Each third-party service has its own privacy policy governing its use of data.

5. Google API Services User Data

CoachOps.ai's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Specifically, data obtained through Google APIs is used only to provide the user-facing features you explicitly invoke within the Service, is not used for serving advertisements, is not transferred to others except as necessary to provide the Service, comply with applicable law, or for security purposes (e.g., investigating abuse), and is not read by humans except (a) with your explicit consent, (b) for security purposes, (c) to comply with applicable law, or (d) where the data is aggregated and used for internal operations in accordance with applicable privacy laws.

Data obtained through Google APIs is not used to develop, improve, or train generalized artificial intelligence or machine learning models.

6. Google API Scopes Requested

When you connect your Google account to CoachOps.ai, we request only the minimum scopes necessary to operate the features you use:

• auth/drive.file — Allows the Service to read and write only the specific Google Drive files and folders that you explicitly select through the Google Picker. We use this scope to (a) save AI-generated recaps, agendas, and call guides into a Drive folder you choose, and (b) read context documents (assessment forms, vision-of-success worksheets, prior recaps) that you choose. We do not list, scan, or access any other files in your Drive. There is no background sync.
• auth/gmail.send — Allows the Service to send email messages from your Gmail address, only when you explicitly click Send within the Service (for example, delivering a session recap or portal message to a coaching client). We do not read, modify, label, archive, or delete any messages in your mailbox.
• openid / email — Used to identify your Google account when you sign in or connect your Google integration.

You may revoke CoachOps.ai's access to your Google account at any time by visiting your Google Account permissions page.

7. Data Retention

We retain your data for as long as your account is active and as needed to provide the Service. If you close your account or request deletion, we will delete your data within 30 days, except where we are required to retain it for legal or compliance purposes.

Backup copies may persist in our systems for up to 90 days after deletion before being permanently removed.

8. Your Rights

You have the following rights regarding your data:

• Access — You can view all your data within the Service at any time.
• Export — You can export all your data (clients, sessions, documents, configuration) using the built-in export tools in JSON, CSV, or ZIP format.
• Correction — You can update or correct your data through the Service.
• Deletion — You can request complete deletion of your data by contacting us.
• Portability — You can download a complete copy of your data in standard, machine-readable formats.

To exercise any of these rights, use the in-app export tools or contact us at the addresses listed below.

9. SMS and Text Message Communications

The Service may send SMS text message notifications to users who explicitly opt in. There are two opt-in paths:

• Coaches may enable SMS notifications in their account Settings under the Notifications tab. Enabling this setting and entering a mobile phone number constitutes explicit consent to receive transactional SMS notifications, including alerts when session recaps are ready for review, when pipeline steps require approval, and when clients send portal messages.
• Coaching clients may opt in to SMS notifications on the Messages page of their coaching portal by checking the consent checkbox and entering their mobile phone number. This constitutes explicit consent to receive notifications when their coach sends them a new message.

All SMS messages are transactional in nature — no marketing messages are sent via SMS. Message and data rates may apply. Message frequency varies based on platform activity. You can opt out at any time by replying STOP to any message, or by removing your phone number and unchecking the SMS preference in your account settings or portal. For help, reply HELP or contact us at hello@coachops.ai.

Phone numbers collected for SMS notifications are used solely for message delivery and are not sold, rented, or shared with third parties for marketing purposes.

10. Cookies

We use minimal cookies, limited to authentication tokens required for the Service to function. We do not use tracking cookies, advertising cookies, or third-party analytics cookies. Firebase Authentication may set cookies necessary for secure session management.

11. Children's Privacy

The Service is not designed for or directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will take steps to delete it promptly.

12. International Data Transfers

The Service is hosted on US-based infrastructure (Google Cloud Platform). If you access the Service from outside the United States, your data may be transferred to and processed in the United States. By using the Service, you consent to this transfer. We take appropriate measures to ensure your data is treated securely and in accordance with this Privacy Policy regardless of where it is processed.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a notice in the Service at least 30 days before the changes take effect. Your continued use of the Service after changes become effective constitutes your acceptance of the updated policy.

14. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, please contact us:

General inquiries: hello@coachops.ai

Privacy-specific requests: privacy@coachops.ai

Mailing address: Proserve Metrics LLC, 435 S Williams Ave, Palatine, IL 60074-6425, USA