Privacy Policy

Who we are, and what this covers

Better Coaching Academy provides coaching and training to real estate agents. In this policy, "we" and "BCA" mean Better Coaching Academy.

This policy covers three things: this website at bettercoachingacademy.com, the member dashboard at dashboard.bettercoachingacademy.com, and the Better Coaching Academy mobile app. The app shows the same member dashboard, so anything said here about the dashboard applies to the app as well.

Better Coaching Academy is built for agents across the CIH family of brands and is not affiliated with, endorsed by or acting for any of them, or with your brokerage. Your brokerage does not receive your information from us.

Browsing this website

You can read every public page on this site without telling us who you are. We run no advertising or analytics trackers of any kind, and this site sets no tracking cookies.

Your browser stores a few small preferences on your own device: whether you chose the light or dark theme, whether the help dock is open, and the time zone you picked for session times. Those stay on your device and are never sent to us.

If you send us a message through an enquiry or checkout form, we receive what you typed. That is usually your name, email address, phone number, brokerage and your message, along with the membership level you were looking at and whether you agreed to receive text messages. We also record the IP address the message came from, so we can tell a real enquiry from automated spam. Your message is emailed to us and stored on the site, so nothing is lost if that email fails.

On the checkout, what you type is sent to us as you go, from the moment your email address is complete, so we can help if you do not finish. We treat it as an enquiry: we may email you about joining for up to six months, every one of those emails has an unsubscribe link, and we keep the details until you ask us to delete them.

Some pages embed video hosted by an outside video platform. When a page with a video loads, that platform can see your IP address. Where the platform offers a player that sets no tracking cookies, we use it. Depending on which typeface the site is using, a page may also load fonts from an outside font service, which lets that service see your IP address too.

The assistant on this site

The chat assistant answers questions about the coaching program. We keep each conversation so a coach can see what people are asking, and whether the assistant answered well.

For each conversation we store the questions and the answers, your IP address, an approximate location worked out from that IP address, the time zone and language your browser reports, and which page you were reading when you asked. The approximate location comes from an outside lookup service, which means your IP address is sent to that service for the lookup.

The assistant is there for questions about the coaching program. If you need to give us private details, use the enquiry form or call us instead.

Assistant conversations are deleted automatically after 90 days.

Your member account

When you join, we hold what is needed to run your membership: your name, email address, phone number, time zone, city and country, your membership level, and how you first came to us.

We record how you sign in, because that is how we keep your account safe. That record includes the time, whether the attempt succeeded or failed, the IP address, and the browser or device used. It is kept for 730 days. You can see which devices are currently signed in to your account, and sign them out, from your account page.

While you use the dashboard we record the things that make the product work: which sessions you attended, your points and activity, goals and wins you have written down, how far through a replay you are, and your notification settings.

Messages you send in one-to-one threads with a coach, in community channels, and in the chat inside a live session are stored, so the conversation is still there when you come back. Coaches and BCA staff can read the threads and channels they are part of.

If you sign a membership agreement, we keep the signed document, the details you typed into it, and a record of when it was sent, opened and signed.

Sessions, video and recording

BCA Live runs on our own video server, not on someone else's platform. When you join a live session or a call, your camera and microphone are used to send your picture and voice to the other people in it; on a voice call, only your voice. Nothing from your camera or microphone is sent before you join a session or a call, or after you leave it; the preview before a session and the sound check that can appear when you start a call stay on your own screen.

Group consultations are never recorded. That is enforced in the product, not just promised on a page.

A one-to-one coaching call is recorded only when you agree to it. You are asked in the room before recording can start, on every call rather than once, and if the call is moved to a new time any earlier agreement is cleared and you are asked again. If a call is recorded, the recording can be watched by you and by the coach who was on the call with you.

Webinars may be recorded and published in the member library, so people who could not attend can watch them back. Group sessions are not recorded. A recording may also produce a written transcript or captions, and that transcription runs on our own server rather than being sent to an outside speech service.

Some sessions run on an outside meeting platform instead. If you join one of those, the meeting happens on that platform under its own privacy policy, and a recording of it may be added to the member library.

The mobile app

The Better Coaching Academy app shows the same member dashboard as the website, so everything above applies to it. Two things work differently in the app.

Notifications. If you allow them, your device is issued a token by an outside notification service, and we store that token so we can send notifications to your phone. It identifies the app on your device, not you personally. You can switch individual notification types off in your account settings, remove a device from that same page, or turn notifications off in your phone settings.

Camera and microphone. The app asks for these the first time a live session or a call needs them. It uses them only while a session or call is open in the app, and for two checks just before one: the camera and microphone preview before you join a session, and the sound check that can appear when you start a call. Neither check sends anything; both stay on your own screen. Leaving the session or the call, or closing the check, stops them. On Android 12 and later, your phone shows its own indicator at the top of the screen whenever the camera or microphone is in use.

The app does not collect your location, your contacts, your photos, your calendar, or an advertising identifier. Uninstalling the app stops all of it.

Payments

Payments are handled by Stripe. Your card number is entered on Stripe's own form and goes directly to Stripe. It never passes through, and is never stored on, a Better Coaching Academy server.

What we keep is the record of the membership itself: which plan you are on, when it started and renewed, and whether a payment succeeded or failed. Stripe handles your card details under their own privacy policy.

Who else handles your information

This list is short on purpose. Each of these companies does one specific job for us and nothing else.

Stripe processes payments. An email delivery provider sends our emails and reports whether they arrived. A notification service delivers alerts to the mobile app. An AI provider generates the answers the website assistant gives. A location lookup service turns an IP address into an approximate location for the assistant chat log. An outside meeting platform hosts the sessions that run there. The customer-management company we used before still holds older member and lead records, while we finish moving that history onto our own system.

We do not sell your information, and we do not trade or share it with advertisers. We will only hand information to anyone else if the law requires it, or if we genuinely need to in order to protect someone.

How long we keep things

Assistant conversations on this website are deleted after 90 days. Sign-in records are kept for 730 days, because that is what makes it possible to answer whether someone got into an account, and from where. A registered app device is dropped automatically once it has gone 120 days without being used.

Your account and the work in it, including your sessions, messages, goals and signed agreements, is kept for as long as you are a member, and for a period afterwards so the record of your membership still exists if you come back or if a question comes up about it. Recordings are kept until they are deleted, and deleting one is permanent.

If you want your information removed sooner, ask us. See the next section.

Your choices

You can turn off each category of notification, by email and on your phone, in your account settings. A few messages are not optional, because they are how the service works: sign-in codes, receipts, and the agreements you are asked to sign.

Every marketing email has an unsubscribe link, and unsubscribing stops that kind of email straight away.

You can sign devices out from your account page, remove an app device so it stops receiving notifications, and take yourself off the points leaderboard if you would rather not appear on it.

You can ask us for a copy of what we hold about you, ask us to correct something that is wrong, or ask us to delete your information. Contact us using the details below and we will deal with it. If deleting something would leave us unable to run your membership, we will tell you that plainly before doing it.

How we look after it

The dashboard runs on a dedicated server we control, and traffic between your device and us is encrypted in transit. Members sign in with a link or a six-digit code sent to their email, rather than a password they have to remember. A member account has no second sign-in step, so keeping your mailbox secure is what keeps your account secure. Staff accounts, which can see other people's information, can add a second step through an authenticator app.

Access by our own staff is limited to what their role needs, and administrative actions are written to an audit log.

No system is perfectly secure and we are not going to claim otherwise. If something happens that affects your information, we will tell you.

Children

Better Coaching Academy is professional coaching for working real estate agents. It is not intended for anyone under 18, and we do not knowingly collect information from children. If you believe a child has given us information, tell us and we will remove it.

Changes to this policy

If we change how we handle your information, we will update this page and change the date at the top. If the change is a significant one, we will tell members directly rather than relying on you to notice.