Privacy Notice

Who is responsible

2ACE is the software a racket-sport club runs itself on: its coaching school and its classes, private lessons, the roll a coach takes on court, memberships, court bookings, competitions, and the invoices that follow. A club turns on only the parts it uses, so what is held about you depends on which parts your club runs.

Your club decides what is collected about you and why, and is responsible for it. 2ACE is the technical provider that processes it on the club's behalf. For any request about your own records, ask your club first.

If you fill in the contact form on 2ACE's own website to ask for a demonstration, 2ACE is responsible for that, not a club.

What we hold

• Who you are: name, date of birth, and the email and phone number the club reaches you on. For a member, a membership number.
• A photo, when a family adds one, and the separate permissions given for how the club may use images. A young person's own agreement to their image is recorded apart from their parent's.
• What happens on court: attendance, session notes written by coaches, progression, trophies, match results, competition points, the courts you book and who you book them with, and the answers you give about what you are after.
• Notes the club writes: free notes on a player or on a household, and markers a coach can set on a player with a written reason. Notes about a household are for the club and are not shown to the family.
• Messages: what the club sends you and what you send the club, including emails to the club address and their attachments, and what is asked of the assistant.
• Money: invoices, payments, who pays for whom, what is still owed, the credit a household holds, and what a club's bar or shop charges to a member's account.
• Signing in: your password in hashed form, and, for a young person, the link that arms their device, with the name given to that device and when it was last used.
• For coaches and club staff: a photo and a biography that families see, and the compliance papers the club holds, including working-with-children and first aid certificate numbers and their expiry.
• Guests you bring: the name of a guest on a court booking, or of a friend brought along to a session.

Sensitive information, listed separately. Health information is held: anything a coach must know courtside for safety, such as an allergy or asthma, both as free text and as ticked boxes. Absences recorded as illness or injury are health information too. This is collected when a family tells the club, including on the public enrolment form, before any account exists.

How we collect it

Mostly from you: when a family enrols on the club's public page, when an account is created, and whenever you fill something in. Some of it comes from your club instead, when it imports its existing register or when a coach writes about a session. Some comes from your device, such as the browser you use for notifications. And when you connect your own external rating account, the rating of the day comes from that service.

Why we use it

To let your club run the parts of itself it keeps here: teach and take the roll, hold its memberships, let its courts, run its competitions and its shop, show progress to families, and collect what it is owed. We do not sell personal data, we do not use it for advertising, and we do not track you across other apps or websites.

The assistant

The admin, the coaches, families and adult players can ask an assistant questions or ask it to draft something, and the club's mailbox is read by it so the office is offered a reply to check. This is on by default for a club, and a club can turn it off.

Before the assistant works for you, it asks your permission, once, and names the companies that receive what you ask. Until you choose Allow, nothing you do is sent to them: the assistant, its drafting help and dictation stay off for you, and the rest of the app works as usual. You can take your permission back at any time from your account page, and the assistant is off again for you. What the club runs on its own (the assistant reading the club's mailbox, the morning summary for the office, and actions the admin scheduled) only runs once at least one admin of the club has given this permission; until then, emails still arrive and are filed, without the assistant reading them.

That means text is sent to external providers, OpenAI and, only when OpenAI cannot answer, Anthropic, to be processed, and your voice to Deepgram when you speak instead of typing. This can include a player's name and age, what a coach has written about them, the wording of an email a family sent to the club, the club's own list of coaches, and what is owed.

Three things are deliberately held back. A document a family attaches to an email is not sent unless the club asks for help reading that one. The notes the club keeps about a household are not sent at all. And the health note your club holds on a player is never sent.

If someone types health information into the assistant, or the club does ask for help reading a medical document, that text is sent like any other.

The assistant proposes, it does not decide: nothing it suggests is sent or written until a person at the club says yes. Your external rating is never given to it.

Who else processes it

2ACE uses a small number of providers to run the service. Each processes only what the service needs it to, on our instructions, never for its own purposes, and each is bound to protect your data to the same standard as this notice describes.

• Hosting and database: all club and player data. In Sydney, Australia.
• File storage: player and coach photos, club logos, and the encrypted nightly backup of the whole database. A coach photo is stored at a public address, because families see it when they book; a player photo is not.
• Email and SMS: messages the club sends, and emails families send to the club, which stay with the provider along with their attachments. The same provider carries the club's WhatsApp messages with the assistant.
• Assistance features: OpenAI receives what the section above describes: what someone asks the assistant and the records it reads to answer, the words a coach writes or dictates to be drafted into a report or a session review, a document the club asks it to read, and the emails families send to the club when the assistant reads the club's mailbox. It is used only to answer the person who asked and the club's office. OpenAI does not use it to train its models, and keeps it for up to 30 days only to check for misuse. A club that turns the assistant off sends nothing to OpenAI, and nothing is sent for a person who has not said yes to it.
• Backup for assistance features: Anthropic, the company behind the Claude models, receives the same, only when OpenAI cannot answer. Anthropic does not use it to train its models, and deletes it within 30 days. The exceptions are text its automatic checks flag as misuse, which it can keep for up to two years, and anything the law requires it to keep. A club that turns the assistant off sends nothing to Anthropic. We can also stop sending to OpenAI for the whole service at once, without waiting for an update: the assistance features then use this backup, or work without it, as they do for a club that turns the assistant off.
• Directing a request: when someone types a request to the assistant, OpenAI receives it, with the request they typed just before it, the assistant's last question when its last answer was one, and a short description of what is on their screen (the page open, the name of the player or session on it, and the first words of up to three actions waiting for a yes), only to send it to the right screen or action. For this step alone, the assistant's other answers and the rows of a list are not sent (the assistant itself receives them, as described above). The request being typed is sent as typed; email addresses and phone numbers are left out of the earlier request, that question and the screen description. OpenAI does not use it to train its models, and keeps it for up to 30 days only to check for misuse. A club that turns the assistant off sends nothing to OpenAI either.
• Reading a request: when someone on a club's staff types a request to the assistant, OpenAI receives the request as typed, the last few messages of the conversation (both sides), a short description of their screen and of a card still open on it (when a session is on the screen: its time, its coach and the names of up to four of its players), the club's date and time, and what the club's records say about the people, classes and sites the request names: who they are in the club (a player in a class, a coach, someone who takes private lessons) and their sessions on the day named or over the next two weeks, absences included, and the club's class or site names when one it names is not found. The request reworded, and a summary of it without its names, are also sent to find the actions it may be about. It is used only to understand the request and choose the action, list or question to show; every value is then checked against the club's records before anything is prepared, and nothing happens without a yes. Email addresses and phone numbers are left out of the earlier messages and the screen description. The same OpenAI terms apply: no training, kept up to 30 days only to check for misuse, and nothing is sent for a club that turns the assistant off or for a person who has not said yes to it.
• Understanding a request: when a club switches on the assistant's request reader, OpenAI receives, for each message typed to the assistant, the message itself, the last few messages of the conversation (both sides), what the person is asking for so far (the action, the values already given, anything set aside for later), a short description of their screen, the card open on their screen with its possible answers, the club's calendar, and the names on the club's register that the request needs: its sites, courts, coaches and classes, and the people named in the conversation. It is used only to understand the request; every value is then checked against the club's records before anything is prepared, and nothing happens without a yes. The message being typed is sent as typed; email addresses and phone numbers are left out of everything else. The same OpenAI terms apply: no training, kept up to 30 days only to check for misuse, and nothing is sent for a club that turns the assistant off.
• Voice notes: Deepgram, when a coach dictates after a session or someone speaks to the assistant. The recording is transcribed, is not kept, and is not used to train Deepgram's models. The first names of the players present are sent with it to improve accuracy; family names are not.
• Payments: the payer's email, the amount, and a description of what is being paid for, which names the class and the player's first name and initial.
• Error reporting: technical diagnostics when something breaks, kept 30 days. In Frankfurt, Germany.
• Sign-in protection: a cache that counts failed sign-in attempts. It holds a one-way fingerprint of the address tried, never the address itself.
• Notifications: your browser's own notification service, run by Google, Apple or Mozilla, receives the message to deliver to your device.
• Ratings: when you connect your own external rating account, the current rating is shown to you, to the adults who follow that player and to the club's coaching staff. We keep the connection itself; the rating we read is kept for 24 hours at most, never as a history. You can disconnect at any time from your settings.

When data leaves Australia

The database, the application itself and the sign-in protection cache run in Sydney. Error reporting is in Germany, email delivery is in Japan, and what Anthropic keeps from the assistant is stored in the United States.

For the remaining providers, the running of the assistant and the directing of requests (OpenAI), its backup (Anthropic), transcription, SMS, payments, file storage and your browser's notification service, processing takes place outside Australia and we have not yet confirmed in which country. We are establishing that, and this page will name each country once we have.

Children and young people

Most players are minors. A parent or guardian holds the account and gives consent, recorded when the account is created, when a family enrols online, or by the club when it is given on paper. From 15, a young person can consent for themselves and can hold an account of their own.

A young person can also sign in without a password, through a link a parent sends to their device. The parent can revoke that device at any time. From 15 a young person can activate such a link themselves.

Consent governs what the club sends. A club that imports its existing register will hold records for players whose consent has not yet been recorded, and the app does not prevent that. Ask your club where your family stands.

How long we keep it

There is no automatic deletion when a player stops attending: the club decides. When a club marks a player as having left, the record and its history are kept unless someone asks for them to be removed.

When a record is deleted, the sporting file attached to it goes with it. Some things deliberately survive, and you should know which: the emails a family sent the club and the replies, the record of what was sent to whom and its text, the notes the club keeps about a household, and the access record below.

Deletion is also not instant everywhere. Encrypted backups of the whole database are kept for 30 nights, the database itself can be restored to any point in the last 7 days, and error diagnostics are kept 30 days. Something deleted today is gone from those within a month.

We record who looks at player data

When someone reads player records, we write down that it happened: which account, when, from which network address, which page, and how many players were read. Files exported from the app also record which players they contained. This applies to everyone who signs in, families included, not only club staff.

These access records help identify who was affected if an account is misused. If an account reads an unusual number of records, an alert goes to the club and to 2ACE.

It holds no name, no postal address, no phone number and no date of birth: internal identifiers, counts, the page, and the network address. It is itself personal data, so it is kept for 13 months and then deleted automatically.

Your rights

You may ask for access to your data, for it to be corrected, or for it to be deleted. If you play and hold your own account, you can close it yourself from your settings, and the app tells you exactly what goes with it before anything is deleted. To erase a child's data, ask the club.

Coaches and club staff can close their own account the same way. Their name, email, phone, photo, biography and compliance papers are erased. The sessions they ran, the attendance they took and what they wrote to families belong to the club's records, so they stay, shown under "Former coach".

You can withdraw consent at any time, and a family can do it themselves from their settings without going through the club. Withdrawing consent stops the club sending you updates. Invoices and payment reminders still reach you, because they are part of your agreement with the club. It does not erase anything: the record, the attendance, the invoices and what coaches wrote all remain. Deletion is a separate request, and the paragraph above is how you make it.

Once a player has been invoiced, the club has to keep those accounting records, so their record cannot be fully deleted. The club marks them as having left instead. Ask your club what remains in your case.

Complaints

If you think your data has been mishandled, write to your club first, since the club is responsible for it. Say what happened and what you would like done. The club can raise anything technical with 2ACE, and we answer the club.

If the answer does not satisfy you, you can complain to the Office of the Australian Information Commissioner, the national privacy regulator, at oaic.gov.au.

Contact

Contact your club first for any privacy request, and where to write is on your settings screen. If you cannot sign in at all, write to hello@2ace.com.au and tell us the name of your club.