Data deletion

If you are a coach's client

Your coach decides about your data: they are the controller, and Axiren Systems processes it on their behalf. That is why your coach carries out the deletion, and we make sure they do it in time. You can ask for it in three ways, and any of them works:

• From the app: in your profile, “My data and permissions” → “Request deletion of all my data”. You can also do this if your coach has already ended the service: it is what is left for you when you log in.
• Ask your coach.
• Write to us at privacidad@ontrain.app, ideally from the email address you use to log in to the app, and tell us who your coach is. You do not need to explain why.

We pass it on to your coach and everything (the account, the workouts, the measurements, the photographs, the conversations, the audio recordings and the transcripts made from them) is deleted within one month at the latest. If your coach does not do it, we do it within that period. This cannot be undone: if you want to keep anything, download it first from “What we store about you”, in your profile.

And if you would rather do nothing: when your coach ends the service, your history is kept for 12 months in case you resume the coaching, and is then deleted automatically. If your coach invited you and you did not accept, your name and email address are deleted 3 months after the link expires.

If you are a coach

Cancelling your subscription and deleting your data are two different things:

• Cancelling your subscription (in Settings → Upgrades) stops the charges at the end of what you have already paid for, but deletes nothing. We keep your account for 12 months from the end of your subscription (or your trial), in case you come back. After that period your clients and their whole history, your content and your team are deleted; your record and the record of your payments, because the law requires invoicing to be kept, 6 years after the end of the financial year in which your subscription ended.
• Deleting your account and your data now: ask for it from your account (in Settings → Upgrades, next to the cancellation) or write to us at privacidad@ontrain.app from the address you signed up with. Someone from OnTrain reviews it, we confirm it to you by email, and your account, your clients with their accounts and history, your content and your team are deleted. This cannot be undone.

Before deleting anything, you can download a copy of your data and your clients' data from your account, also when your subscription has already expired.

If you are part of another coach's team, write to us at the same address, because only the account holder can make the request from the account. Your account is deleted, and the clients you looked after stay with that coach.

WhatsApp

A coach can also coach some clients on WhatsApp. In that case OnTrain stores, in encrypted form, the text of the messages they send each other from the moment the client says yes, and nothing from before or from anyone else. Of the photos, audio, videos and documents, only the photos the coach moves to the client's progress are stored. We ask Meta to delete what the coach sends from OnTrain as soon as it is delivered; at most, Meta keeps it for 30 days.

• If you are a client, you stop it by replying STOP on WhatsApp, from your profile (My data and permissions › WhatsApp) or by asking your coach. From that moment nothing new is stored. What was already stored is deleted with the rest of your data, in the ways described above; if you want only that deleted while you stay with your coach, write to privacidad@ontrain.app.
• If you are a coach, you disconnect it in OnTrain (Settings › WhatsApp) and in the WhatsApp Business app (Settings › Account › Business platform › Disconnect). Disconnecting deletes the access permission to your number straight away; the messages already stored stay in each client's profile and are deleted with it.

The technical pilot we ran with numbers from our team closed on 5 November 2026 and everything it stored was deleted. If something from WhatsApp ended up in OnTrain because someone copied it by hand (a list of names to invite, for example), it is just more data and is deleted like the rest, in the ways described above.

What exactly happens when data is deleted

Data is deleted from active systems immediately; database backups are kept for 7 days, after which it disappears from them too. Photographs and files are deleted immediately and permanently: they are not included in backups.

We may keep what is strictly necessary to meet legal obligations (for example, invoicing). Any payments your coach had recorded survive the deletion unlinked from your profile: your coach needs them to balance their accounts, and they no longer point to you.

If we do not reply

You have the right to lodge a complaint with the Agencia Española de Protección de Datos (AEPD, the Spanish Data Protection Agency) at aepd.es, or with the supervisory authority of the EU country where you live or work.