Privacy Policy

§ 01Who we are

FitHelp is the internal customer-support platform operated by FitNet Group.

FitHelp is not a product offered to third parties. It is used solely to handle support conversations addressed to our own channels.

§ 02What data we process

When you contact us through email, Facebook Messenger, or Instagram Direct Messages, we process:

• Message content - what you write to us, including any attachments you send
• Your public profile information as supplied by the platform you used to contact us: your name or account name, your profile picture, and the platform-assigned user ID
• Your email address, if you contact us by email
• Conversation metadata - timestamps, which of our brands you contacted, whether a conversation is open or resolved, and how long we took to reply

We do not collect your friends list, your posts, your browsing activity, or any information beyond what is necessary to answer your message.

We do not knowingly collect personal data from children under 16. If you believe a child has sent us personal data, contact us and we will delete it.

§ 03Why we process it

• To answer your question - the sole primary purpose
• To route your message to the right team, depending on which brand you contacted
• To measure our own service quality - response times and resolution rates, in aggregate
• To keep a record of what was agreed, in case you contact us again about the same matter

We do not use your messages for advertising, we do not build marketing profiles from them, and we do not sell or rent your data to anyone.

§ 04Legal basis

We process your data on the basis of your consent, which you give by choosing to contact us, and on our legitimate interest in responding to customers and maintaining a record of support interactions. Where we process data about a purchase or membership, we do so to perform a contract with you.

§ 05Who has access

• Our support agents - FitNet Group staff who handle conversations for the brand you contacted
• Meta Platforms, Inc. - where you contacted us via Facebook or Instagram, Meta processes the message as the operator of those services, under its own privacy policy
• Our email and hosting providers - acting as processors under contract, who store data on our behalf and may not use it for their own purposes

Our systems are hosted on servers located in the European Economic Area or other jurisdictions with adequate data protection. We do not transfer your data outside the EEA or Georgia except as necessary for the platform services named above.

We may disclose data where required by Georgian law or a valid legal order.

§ 06How long we keep it

We keep support conversations for 12 months from the date the conversation is resolved, after which they are deleted. Aggregate statistics that cannot identify you may be kept longer.

§ 07Your rights

You may ask us to:

• See the data we hold about you
• Correct anything inaccurate
• Delete your data
• Stop processing it
• Receive a copy in a portable format

To exercise any of these, email hello@fitnet.ge from the address you contacted us with, or reply in the conversation itself. We respond within 30 days.

§ 08How to delete your data

To have your support conversations deleted, email hello@fitnet.ge with the subject line “Data deletion request”, telling us which channel you contacted us on (email, Facebook, or Instagram) and the name or address you used.

We will confirm your identity, delete your conversations and associated profile data within 30 days, and email you when it is done.

If you contacted us via Facebook or Instagram, you can additionally remove our app’s access to your data at any time through your Facebook or Instagram settings, under Apps and Websites.

§ 09Security

Access to FitHelp requires an individual account and is limited to staff who need it. Data is encrypted in transit. We review access regularly and revoke it when staff leave.

§ 10Cookies

The FitHelp support desk uses only the cookies necessary to keep an agent signed in. We do not use advertising or tracking cookies on it.

§ 11Changes to this policy

If we change this policy we will update the date at the top of this page. Material changes will be announced on our website.

§ 12Complaints

If you believe we have handled your data improperly, contact us first at hello@fitnet.ge . You also have the right to complain to the Personal Data Protection Service of Georgia (personaldata.ge).