Effective Date & Scope

This Privacy Policy is effective as of January 1, 2025 and applies to all services provided by Level Up Results, a brick-and-mortar fitness and wellness studio (Level Up Fitness & Wellness Center, Waltham, MA) that also runs online coaching programs. Both are supported by our client app/portal (the Level Up Results app), which we use for scheduling, virtual sessions, and progress tracking. This Policy should be read alongside the Terms & Conditions.

Information We Collect

Personal Information

Name, email address, phone number, mailing address; age, gender, fitness goals, health conditions, and injury history; payment information and billing details; emergency contact information.

Health and Fitness Data

Workout performance metrics and progress tracking; body measurements, weight, and fitness assessments; photos and videos submitted for form checks, success stories, or progress documentation; health questionnaires and fitness evaluations.

Technical Information

Device information, IP address, and browser type; login credentials and account access information; video call recordings when consent is provided; usage data and platform interaction metrics.

How We Use Your Information

Service Delivery

Create personalized workout programs and nutrition guidance; provide virtual training sessions and coaching support; track your progress and adjust programs accordingly; communicate about appointments, program updates, and health tips.

Business Operations

Process payments and manage billing; respond to customer service inquiries; send program updates and educational content; improve our services and develop new offerings.

Legal Compliance

Comply with applicable health and safety regulations; respond to legal requests when required; protect against fraud and unauthorized access.

Information Sharing

We do not sell, rent, or trade your personal information to third parties.

Service Providers

We may share information with payment processors for billing; video conferencing platforms for virtual sessions; cloud storage providers for secure data backup; and email marketing platforms for program communications.

Legal Requirements

We may share information when required by law or legal process, to protect the safety of you or others, or to investigate fraud or security issues.

Business Transfers

Information may be shared in connection with a merger, sale, or transfer of business assets.

Data Security

We implement appropriate security measures to protect your information, including encrypted data transmission and storage, secure payment processing systems, regular security audits and updates, limited access to personal information on a need-to-know basis, and password-protected accounts with two-factor authentication options.

Video Sessions and Recordings

Virtual Training Sessions

Sessions may be recorded for quality assurance and your reference. You will be notified before any recording begins, and you have the right to decline recording. Recordings may be kept for up to 7 years, and may be deleted sooner upon request, provided deletion does not violate HIPAA or applicable state recordkeeping requirements for licensed massage therapy (LMT) or personal training licensing.

Form Check Videos

Videos you submit are used solely for fitness coaching purposes, are stored securely, and are not shared without consent. You may request deletion of submitted videos at any time, subject to the same HIPAA and licensing recordkeeping limits described above.

Your Rights and Choices

Access and Updates

Review and update your personal information; request copies of data we have about you; correct inaccurate information in your account.

Communication Preferences

Opt out of marketing emails while maintaining service communications; choose the frequency of program updates and tips; update contact preferences at any time.

Data Deletion

Request deletion of your account and associated data. Some information may be retained for legal, licensing, or business purposes, including the HIPAA/state recordkeeping limits described above. Deletion requests are processed within 7 business days.

HIPAA Notice

Level Up Results is not a covered entity under the Health Insurance Portability and Accountability Act (HIPAA), and most health information you share with us as a fitness client is not subject to HIPAA's protections. Where records are also subject to Massachusetts licensing requirements for massage therapy (LMT) or personal training, we retain and dispose of them in line with those requirements in addition to this Policy.

Health Information Protection

Medical Disclaimer

Our services are for fitness and wellness purposes only. We are not medical professionals unless specifically licensed. Always consult healthcare providers for medical concerns.

Health Data Handling

Health information is treated with extra security measures, shared only with your explicit consent, and used solely for program customization and safety.

Children's Privacy

Online & Virtual Programs

Our online and virtual programs are not intended for children under 18. We do not knowingly collect information from minors through these programs.

In-Person Sessions

Participants under 18 may take part in in-person sessions with signed parental or guardian permission, and, where applicable, parental consent to the collection and use of their information as described in this Policy.

International Users

If you are located outside the United States, your information may be transferred to and processed in the United States. We comply with applicable international privacy laws, and by using our services, you consent to this cross-border data transfer.

Cookies and Tracking

We use cookies and similar technologies to remember your login information and preferences, analyze website usage and improve user experience, and provide personalized content and recommendations. You can control cookie settings through your browser preferences.

Third-Party Links

Our platform may contain links to third-party websites or services. This Privacy Policy does not apply to external sites, and we recommend reviewing the privacy policies of any linked sites.

Policy Updates

We may update this Privacy Policy periodically. Changes will be posted with an updated effective date, and continued use of our services constitutes acceptance of changes. Significant changes will be communicated via email.

Data Retention

We retain your information for as long as your account remains active, as required for service delivery, and as necessary for legal or licensing compliance — typically 1 month after account closure, except for video/session recordings and licensing-related records, which follow the retention rules described above under Video Sessions and Recordings and HIPAA Notice.

In-Studio Massage & Muscular Therapy

At Level Up Fitness & Wellness Center, we offer professional massage and muscular therapy, performed in person by licensed massage therapists (LMTs), in addition to personal training and group fitness. These are professional, hands-on treatments. Our massage therapy services comply with Massachusetts state guidelines and licensing requirements for massage therapists, as regulated by the Massachusetts Board of Registration of Massage Therapy.

Professional Scope and Licensing Disclosure

Virtual & Online Program Disclaimer

Twyla Everett and affiliates are not acting as licensed massage therapists when providing virtual fitness coaching or any other online program. These virtual programs are strictly fitness coaching, exercise instruction, and wellness guidance. While no professional massage therapy services are offered virtually, these programs may include self-care tips, techniques, and educational content that incorporate self-massage and self-administered bodywork practices, provided for educational and wellness purposes only. If you're looking for professional massage therapy, you can book an in-person muscular therapy session at our studio, or consult another licensed massage therapist in your area.

Scope of Virtual Services

Virtual services include fitness coaching and exercise instruction, core strengthening and movement guidance, wellness and lifestyle coaching, educational content related to fitness and health, and self-care techniques including self-massage and bodywork instruction. Virtual services do NOT include professional massage therapy or bodywork, manual therapy techniques performed by a practitioner, physical manipulation or hands-on treatment by a professional, or medical diagnosis or treatment — those remain available in person at our studio, as described above.

Client Responsibility and Choice

By participating in our virtual programs, you acknowledge that any self-massage or self-administered bodywork techniques are provided for educational purposes only; you are solely responsible for choosing whether to follow any self-care guidance provided; you will use your own judgment and listen to your body; you understand the difference between educational self-care content and professional therapeutic services; you will discontinue any technique that causes pain or discomfort; and you will seek appropriate licensed professionals — including our own in-studio LMTs — for services outside this scope.

Professional Boundaries

Our virtual programs are provided within the scope of fitness coaching and wellness education only. No therapeutic massage or professional bodywork is provided through virtual programs; those services are available in person at our studio from a licensed practitioner. Self-care techniques taught virtually are for your independent use and practice.

Return and Refund Policy

No Refund Policy

There are no refunds under any circumstances. You may exchange for another program or product, or forfeit your sessions/program. Please see our free trial programs to explore offerings in more detail before purchasing.

Monthly Programs

Cancel anytime through your personal training app (see: How to manage your membership — crm.levelupresults.com/knowledge-base/article/how-to-manage-your-membership). Level Up Results does not administer refunds. Cancellation takes effect at the end of the current billing cycle, and there are no refunds for partial months already billed.

In-Person or Virtual Individual Sessions

A 48-hour cancellation policy applies. Sessions cancelled with less than 48 hours' notice forfeit payment. Emergency cancellations are considered for credit on a case-by-case basis.

Special Considerations for Fitness Services

Injury Prevention

We collect health information to ensure safe exercise prescription. You are responsible for disclosing relevant health conditions. Stop exercise and seek medical attention if you experience pain or discomfort.

Progress Tracking

Photos and measurements are used solely for progress documentation. You control what information you choose to share, and all progress data is kept confidential.

Emergency Situations

Emergency contact information may be used in urgent situations. We may contact emergency services if we believe you are in immediate danger; this use is limited to genuine emergency circumstances.

Governing Law

This Privacy Policy is governed by the laws of the Commonwealth of Massachusetts, consistent with the Terms of Agreement, and any related disputes are resolved in that jurisdiction.

Contact Information

For privacy-related questions or requests: Email ready@levelupresults.com or call (781) 697-7331. Address: 102 Pine Street, Waltham, MA 02453. To exercise your privacy rights or file a complaint, contact us using the information above; response time is 5 business days. You may also contact relevant privacy authorities in your jurisdiction.

Consent

By using our virtual and in-person fitness services, you consent to the collection and use of information as described, transfer of data for service delivery, and communication regarding your program and account. You may withdraw consent at any time by contacting us or closing your account.