Privacy Policy

What Packhouse is

Packhouse is software that studios, gyms, and similar class businesses use with their HighLevel account to run class packs, memberships, and bookings. The business you attend is our customer. We handle your information on their behalf, so they can run their schedule and your visit credits.

What we store

Your name, email, and phone number as they appear in the business's customer records. The packs and memberships you hold, your bookings and attendance, and purchase records (what was bought, when, and the amount). Notes the business's staff write about your account. The email and SMS conversations between you and the business, described in the next section. If you create a member login, your password is stored only as a secure hash and is never visible to us or to the business.

When you sign up, your date of birth and an emergency contact (their name, phone, and email if you give one). If you are under 18, the name, email, and phone of a parent or guardian too.

Waiver records. We keep which waiver you accepted, when, and how. If you sign it in the business's e sign tool, the signed copy stays in HighLevel and we keep its status. If a waiver was accepted on one of our pages, we also keep the name typed, the IP address, and the browser used.

Consent records. When you agree to the terms, or say yes to offers and news by text, we keep what you agreed to, the exact words you saw, when, and the IP address and browser you used.

A staff access log. Each time a staff member opens your member card, we note who opened it and when, so we can check who looked if something goes wrong. We delete these notes after 90 days.

Your conversations with the business

When a business connects its account, Packhouse keeps a copy of the email and SMS conversations between that business and its members, including the content of the messages themselves. This copy lives in our database. We keep it so the business's staff can read your messages and reply to you from Packhouse Messages instead of hunting through separate tools. These conversations are visible only to the business you attend and its staff. We do not read them, sell them, or use them for anything beyond showing them in Messages.

Children

Children under 13 cannot make their own account. A parent or guardian has to make it for them. Members aged 13 to 17 sign up with a parent or guardian named on the account. If you are a parent and think your child under 13 gave us information, email support@getpackhouse.com and we will delete it.

What we never store

Card numbers and payment details never touch our systems. When you buy a pack, you pay on the business's own payment page, run by the payment provider they connected to HighLevel, such as Stripe. We only receive confirmation that an order was paid.

Who can see your information

The business you attend and its staff. The companies that host and move the data for us. Those are Supabase (database), Vercel (application hosting), and Resend (email to the business's staff only). HighLevel, the platform the business already runs on, where your contact record, messages, appointments, and invoices live, and which sends the business's emails and texts to you. The business's payment provider, when you pay. If the business picks a custom font for its booking pages, your browser loads it from Google Fonts, which sees your IP address. We do not sell your information and we do not share it with advertisers.

Website analytics and advertising

The Packhouse product itself (the dashboard and booking pages) runs no analytics or advertising trackers. Our marketing pages may use analytics tools such as Google Analytics and advertising tools such as the Meta Pixel to understand visits and measure ads. Where those tools run, we honour the Global Privacy Control browser signal and provide an opt-out, and opting out never affects your ability to use the product. The broader policy for VMP Agency LLC properties lives at vmpagency.com/privacy.

Emails and texts

Emails and texts about your account go out by default, from the business, through HighLevel. That means booking confirmations, class reminders, waitlist offers when a spot opens up, reminders when a pack or membership is close to running out, receipts, and a link to set your password when you activate your member login or reset it. We also email the business's own staff, for example a nudge when a member's reply has been sitting unread.

Offers and news by text are different. We ask for a separate yes first, in a box that is never ticked for you and is never needed to book or buy. Reply STOP to any text to stop them. Marketing emails, if any, come from the business you attend through their own tools, not from us.

How long we keep your information

For as long as the business you attend uses Packhouse, so their records stay accurate. The staff access log is the exception and is deleted after 90 days. When a business stops using Packhouse, syncing stops and all of that business's data, messages included, is deleted from our systems automatically within 45 days. If the business asks us to delete it sooner, we do.

Your rights

The records Packhouse holds belong to the business you attend, and we act on their instructions. So the fastest way to see, correct, delete, or receive a copy of your information is to ask the business directly. We help businesses answer those requests, including requests made under privacy laws like GDPR and CCPA. If you have asked the business and cannot get an answer, email us at support@getpackhouse.com and we will work with you and the business to resolve it.

To have your information deleted, ask the business, or email us from the address on your account with the name of the business you attend. We confirm who you are with the business, then delete your record from Packhouse and tell you when it is done. The business may still keep its own records in HighLevel, and you can ask them to delete those too.

Questions

Email support@getpackhouse.com. Packhouse is a product of VMP Agency LLC.