Privacy Policy

Setflow (“Setflow”, “we”, “us”) is a messaging assistant for fitness coaches. Setflow is a registered Australian business name held by a partnership, ABN 26 428 714 161, based in Victoria, Australia. A coach connects their Instagram professional account and their Google Calendar; Setflow then replies to the people who message that account, asks the coach’s own qualifying questions, and books calls into the coach’s calendar. This policy explains what personal information we collect, why, who we share it with, how long we keep it, and how to have it deleted.

It applies to the website at mysetflow.com and to the Setflow application, and it covers three groups of people: coaches (our customers), leads (people who message a coach on Instagram), and visitors to this website.

Coaches and leads: who is responsible for what

For a coach’s own account information and billing, Setflow decides how the data is used. For messages exchanged with leads, the coach is the business the lead is talking to: the conversation happens on the coach’s Instagram account and is the coach’s customer data. Setflow processes it on the coach’s instructions to run their assistant, and only for that coach. Leads can bring any question or request to the coach they messaged or directly to us; either way we will act on it.

What we collect

From coaches

• Account details: your name, email address and sign-in activity. Sign-in is with your Google account: Google tells us your name and email address, and we never see or store your password.
• Setup answers: your answers to the setup questionnaire about you, your coaching offer and who is a good fit, plus any voice note or short video you upload for the assistant to send to booked leads.
• Instagram connection: your Instagram professional account ID and username, and an access token that lets Setflow read and reply to direct messages sent to that account.
• Google Calendar connection: the Google account email you connect, a token that lets Setflow check when you are busy and create call events, and the events we create. See “Google user data” below.
• Discord connection: if you connect Discord so the assistant can message you, your Discord user ID.
• Billing: your subscription status, the price you agreed, and Stripe’s customer and subscription identifiers. Your card details go straight to Stripe; Setflow never sees or stores them.
• Message export (optional): if you upload an export of your Instagram direct messages so the assistant can learn how you write, we receive the message text, timestamps and sender names in that export, including messages written by the people you talked to.

From leads (via the coach’s Instagram account, using Meta’s Instagram API)

• The direct messages a lead sends to the coach’s account, including any photos, voice notes, reels or stickers attached, and the replies sent back by the coach or the assistant. Photos and videos a lead sends are copied into our own private storage so the coach can still see them after Instagram’s link expires. For a video we also keep a few still frames from it, so the assistant can see what it shows.
• The lead’s Instagram-scoped ID and username. This ID is specific to the coach’s account and cannot be used to identify the person elsewhere.
• Details a lead chooses to share in the conversation to book a call, such as a name, email address, phone number and time zone, and the answers they give to the coach’s qualifying questions.

From everyone

• Technical and usage data: server logs, error reports and the basic request data needed to run, secure and debug the service (such as IP address, browser type and the pages requested). We do not use advertising trackers or sell analytics data.
• Access requests: if you ask for access through the website, the name, email address and Instagram handle you give us.

How we use it

• To reply to leads on the coach’s behalf, in the coach’s own style, ask the coach’s qualifying questions and book calls.
• To read the coach’s calendar availability, create the call event with a Google Meet link, and send the lead a confirmation and reminders.
• To show the coach their conversations, bookings and the assistant’s drafts, and to notify the coach when a conversation needs them.
• To show the coach a weekly summary of who is messaging them: ages, places, what they do, their goals and common concerns, without names or handles.
• To bill coaches for the service.
• To keep the service secure, detect abuse, fix errors and understand how it is being used.
• To set up and tune each coach’s assistant, and to answer support and data requests.

We do not use anyone’s data for advertising, we do not sell it, and we do not use one coach’s conversations to build anything for another coach.

Quiz pages

A coach can publish a short page of multiple-choice questions at mysetflow.com and share the link from their Instagram bio or an ad. If you answer the questions, we store your answers, the result they add up to, and a short code the page shows you at the end, next to the word for your result. We do not ask for your name, email address or any other contact detail, and the answers are not tied to you.

The page asks you to send that word and code to the coach on Instagram. If you do, we match the code to your answers and attach them to that conversation, so the coach can carry on from the result rather than start again. From then on the answers are part of the conversation and are kept and deleted with it, as described under “Retention”. Answers that are never matched to a conversation are deleted after 90 days. To have yours removed sooner, email us at support@mysetflow.com with the code the page gave you.

Instagram and Meta platform data

Setflow uses the Instagram API with Instagram Login and asks for three permissions: instagram_business_basic (the connected account’s ID and username), instagram_business_manage_messages (receive and reply to direct messages sent to that account) and instagram_business_manage_comments (receive comments left on the coach’s own posts and reels). We subscribe to message and comment events only. We do not read the coach’s posts, followers, insights or anything beyond the direct-message inbox and those comment events, and we never message anyone who has not first messaged the coach or commented a keyword the coach asked for on the coach’s own post.

Comments work like this. A coach can switch on comment replies and choose keywords (for example “guide”). When a comment on the coach’s own post contains one of those keywords, Setflow sends that commenter one private reply from the coach’s account, within 7 days of the comment and never more than once per comment. Nothing else is sent unless the person replies, which starts a normal direct-message conversation. From a comment event we receive the comment text, the commenter’s Instagram-scoped ID and username, and the post ID. A comment that matches a keyword is kept with the conversation it opened; comments that do not match are not stored beyond the raw event copy described below. We do not reply to comments publicly, hide or delete comments, or read comments on any account other than the coach’s own.

Our use of information received from Meta follows the Meta Platform Terms and Developer Policies. Message content is used only to produce replies for that coach, to show the coach their inbox, and to keep the conversation history the coach needs. A coach can list Instagram accounts that Setflow must never message; messages from those accounts are discarded on arrival and are not stored or shown, and any earlier conversation with them is deleted when the account is added to that list. The raw copies of message and comment events we receive from Meta are deleted 30 days after they arrive; the conversation itself is kept as described under “Retention”. When a coach disconnects Instagram or closes their account, we delete the access token immediately and the account’s Instagram data within 30 days.

Google user data

When a coach connects Google Calendar, Setflow asks Google for the following permissions and uses each only as described:

• See when you are busy (calendar.freebusy): we read the free/busy status of your primary Google calendar so the assistant can offer leads times you are actually available. We receive only “busy” blocks, never the titles, attendees or contents of your existing events.
• Create and edit events (calendar.events): we create the call event when a lead books, with a Google Meet link and the lead as a guest. We only ever create or change events that Setflow itself made; your other events are never touched.
• Your email address (openid, email): to show you which Google account is connected.

Setflow’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. In plain terms: Google user data is used only to provide the calendar features above; it is not used for advertising; it is not sold; it is not used to train AI or machine learning models; and no person at Setflow reads it except to fix a problem you ask us about, for security, or where the law requires. The Google access token is encrypted at rest and is deleted the moment you disconnect Google Calendar in Settings. You can also revoke Setflow’s access at any time from your Google account permissions.

AI processing

The assistant’s replies are drafted by large language models provided by Anthropic. To draft a reply we send Anthropic the conversation (including photos the lead sent and, for a video, a few still frames from it), the coach’s setup answers and a short summary of what the lead has said so far. Anthropic processes this under its commercial API terms, which do not allow it to use the data to train its models. Every draft is checked automatically before it is sent, and a coach can take over any conversation at any time by replying themselves, which pauses the assistant on that thread. The assistant writes in the coach’s own voice on the coach’s behalf; a lead can ask to speak to the coach at any point, and questions about health, injuries, medication, payments or anything the coach’s setup does not cover are handed to the coach rather than answered by the assistant. Whether and how leads are told that replies are automated is decided by the coach, who is responsible for meeting any disclosure law that applies to their audience; Setflow never sends a message that claims a human typed it.

Who we share it with

We do not sell personal information. We share it only with the providers below, each of which processes it on our behalf to run the service, and with authorities where the law requires.

• Meta Platforms: Instagram messaging API, receives the replies we send and delivers the messages leads send.
• Google: Calendar and Meet, receives the call event and the lead’s email address as a guest when a coach has connected Google Calendar.
• Anthropic: AI models, receives conversation content (including photos and still frames from videos a lead sends) and the coach’s setup answers to draft replies.
• Supabase: database, sign-in and file storage for everything listed under “What we collect”.
• Vercel: hosting for the website and application.
• Inngest: background job processing (reply timing, reminders, daily checks); receives message identifiers and, for some jobs, message text.
• Stripe: payments, receives the coach’s name, email address and card details, and the agreed price.
• Discord: notifications to the coach, receives the alert text, which can include a lead’s name, booking details and the reason a conversation was handed over.
• Sentry: error monitoring, receives error reports with technical context and record identifiers; we do not send message text to Sentry.

These providers operate in the United States and other countries, so personal information may be stored and processed outside Australia. Each is bound by contract to protect it and to use it only to provide their service to us.

Retention

• Conversations, bookings and lead details: kept while the coach’s account is active so the coach can see their history. Deleted within 30 days of the coach closing their account or asking us to delete them.
• Raw Instagram message events: deleted 30 days after we receive them.
• Photos and videos leads send: kept in private storage with the conversation they belong to (for a video, a few still frames as well) and deleted with it. When a lead sends a photo or video of their physique, the assistant looks at the photo (for a video, the still frames) so it can reply to it; they are used for nothing else.
• Instagram and Google access tokens: deleted immediately when the coach disconnects the account or closes their Setflow account.
• Uploaded message exports: the raw file is deleted as soon as it has been processed, or within 7 days if processing fails. From it we keep only a description of how the coach writes and a small set of example messages with the other person’s name, handle, email address and phone number removed. These are kept until the coach deletes the import or closes their account.
• Billing records: kept for as long as Australian tax and accounting law requires, currently seven years.
• Logs and error reports: 90 days.

How to delete your data

Coaches: open Settings and disconnect Instagram, Google Calendar or Discord to remove that connection and its token immediately. To close your account and have everything deleted, email us from the address on your account with the subject “Delete my account”. We confirm within 7 days and complete the deletion within 30 days, except for billing records we must keep by law.

Leads: email us at support@mysetflow.com with the Instagram username you messaged from and the coach you messaged, or ask the coach directly. We will delete your messages, contact details and booking details from Setflow within 30 days and confirm by reply. This does not remove the messages from Instagram itself, which remain under Meta’s and the coach’s control.

Your rights

Under the Australian Privacy Act and, where they apply, laws such as the GDPR and the UK GDPR, you can ask to access the personal information we hold about you, have it corrected or deleted, receive a copy of it, or object to or restrict how we use it. Email us and we will respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner or the privacy regulator where you live.

Security

Data is encrypted in transit and at rest. Instagram and Google access tokens are additionally encrypted with a key held separately from the database. Coaches sign in only with their Google account. Every request to the service is checked against the signed-in coach’s own account, and access by our team is limited to the people who need it to run the service.

Our team reads a coach’s conversations, including messages from leads, only to set up, check and tune that coach’s assistant, to fix a problem, or to answer a request. Leads’ messages are never used for any other coach.

Children

The service is for adults. Coaches must be at least 18, and coaches set the assistant to close the conversation politely with anyone who says they are under 18. We do not knowingly keep personal information about anyone under 18; if you believe we hold some, email us and we will delete it.

Changes

We will post any changes on this page and update the date at the top. For changes that affect how we use coaches’ or leads’ data in a meaningful way, we will email coaches before the change takes effect.

Contact

Questions, access requests and deletion requests: support@mysetflow.com.