Privacy Policy

Vive (Vive Club). Last updated 6 October 2026.

This policy explains how Vive Club ("we", "us") handles your personal information when you use the Vive mobile app (the "App"), and when you enquire with us or book a tour of the club. It applies to the production app and to internal testing builds. We handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Information we collect

• Account and membership. When you sign in, your membership, profile, bookings and payment status are managed by our booking provider (Mindbody). The App reads and displays this information on your behalf.
• Facility access. To let you unlock doors, the App works with our access provider (Inner Intelligence / DoorGuard24), which processes an access identifier and door-unlock events. When you open an entry door, we also record that you checked in and when, so the team can see who is in the facility.
• Location. When you unlock a door, the App checks where you are to confirm you are at the facility. This check happens at the moment you tap unlock. We do not track your location in the background and we do not keep a record of where you have been.
• Health information you give us. Some services ask you to complete a questionnaire before your first appointment. Depending on the service this can include medical history, current medication, allergies, and whether you are pregnant or breastfeeding. See Health information below.
• Things you register or send us. Expressions of interest in a service that is not open yet (your name, email and phone number), and feedback you send from the App (the topic, your message, and your name and email so the team can reply). These are held by us rather than by Mindbody.
• Profile photo. If you add one, it is stored on your member profile in Mindbody.
• Usage and device data. Basic app interactions and device information (such as device model and OS version) used to operate, secure and improve the App. This includes crash and error reports, which may contain a device identifier.
• Content you view. Editorial content (classes, announcements, articles) you open in the App.

We do not collect your bank card numbers in the App. Payments, including Apple Pay and Google Pay, and payment-method updates happen on Mindbody's own secure pages. Your card details are never entered into the App.

How we use your information

• Authenticate you and show your memberships, classes and bookings.
• Enable facility/door access where your membership permits.
• Deliver announcements and editorial content.
• Operate, secure, troubleshoot and improve the App.
• Comply with legal obligations.

Health information

Health information is sensitive information under the Privacy Act. We collect it only where a service needs it to be delivered safely, and only from the questionnaire you fill in yourself. Completing that questionnaire is how you consent to us collecting it. You do not have to, and you can speak to the team instead, though a practitioner may not be able to treat you without it.

What we do with it:

• it is sent to the practitioner or coach who will see you, so they can decide whether the service is suitable and how to deliver it safely;
• a copy is filed on your client record in Mindbody, where the practitioner reads it alongside the rest of your file;
• it is stored in our own systems so you can review and update your answers, and so we know whether the questionnaire has been completed.

It is not used for marketing, is not shared with anyone else, and is not used to decide what you are shown in the App. Health records are generally retained for the period required of health service providers in Victoria, which is longer than the rest of your app data.

Enquiries and tour bookings

If you enquire about joining, or book a tour on our website, we keep your name, email, mobile number, the time of your tour and anything you tell us. We use it to arrange and confirm your tour, send you a reminder, and follow up with you about joining. We also keep a record of the emails and text messages we send you, and notes our team makes about your enquiry.

We only send you offers and news if you agreed to it, and you can opt out at any time. If you become a member, your enquiry is linked to your membership record. If you would like your enquiry details deleted, email us and we will remove them.

Service providers we share data with

We use trusted providers to run the App. They process data only to provide their service to us:

• Mindbody (membership, bookings, payments, and your client record)
• Inner Intelligence / DoorGuard24 (facility access)
• Third-party practitioners who deliver some services. Where you book with one, you do so on their own booking system, and they handle that booking and your details under their own privacy policy.
• Crash and error reporting, so we can find and fix faults
• Cloud hosting, database, content delivery and email providers used to run our backend
• Brevo, which delivers the emails and text messages we send about enquiries and tours

We do not sell your personal information, and we do not use it for third-party advertising.

Data retention

We keep personal information only as long as needed to provide the App and meet legal and operational requirements. Membership records are retained by Mindbody under their own terms.

Security

We use reasonable technical and organisational measures to protect your information. Vendor credentials are held server-side and never embedded in the App. No method of transmission or storage is completely secure.

Your rights

You may request access to, correction of, or deletion of your personal information, subject to legal limits. Membership data held in Mindbody may also be addressed directly with the facility. To make a request, contact us using the details below.

Account and data deletion

You can request deletion of your Vive Club account and the personal information associated with it at any time.

How to request deletion. Email memberships@viveclub.com.au from your registered email address with the subject "Delete my account". We verify your identity and process the request within 30 days.

What is deleted. Your app profile, saved login and session data, the facility-access identifier used for door unlocks, and the records we hold ourselves: questionnaire answers, expressions of interest, feedback and check-in records.

What is kept, and for how long. Membership, booking and transaction records are retained by Mindbody and by us where required to meet Australian tax, accounting and legal obligations (generally up to 7 years), after which they are deleted. A questionnaire filed on your Mindbody client record is part of your health record with the facility and is kept for the period required of health service providers, separately from your app data.

Children

The App is intended for facility members. It is not directed at children under 13, and we do not knowingly collect their personal information.

Changes to this policy

We may update this policy from time to time. Material changes will be reflected by updating the date at the top of this page.

Contact us

Questions or privacy requests: memberships@viveclub.com.au.