Policies and Safety

This article summarizes the main policies that govern how Prodemy works and the safety protections we have in place — especially for minors. For the full legal text, read our Privacy Policy and Terms of Service.

Our support chatbot can explain these policies, but it can't interpret them for a specific dispute. If your concern needs a person's judgment — a refund dispute, a content moderation question, or a data access request — please contact us to raise a ticket.

Refund policy#

Refunds on Prodemy work in two layers.

Platform layer (what Prodemy enforces)#

• A 24-hour "cooling-off" window on every paid enrollment. Within 24 hours of paying, a parent can request a refund, and it will be processed according to the class's refund policy.
• Platform commission changes apply going forward only. New rates apply only to new payments; an existing payment keeps the commission that was in effect when it was created.
• Refunds go back one of two ways: as a Stripe refund to the original card or bank account, or as platform credit for future purchases at that same club. The club owner chooses which, each time.
• There is no platform-enforced minimum refund amount. The club decides.

Club layer (what your specific club decides)#

Each club sets its own refund policy on top of the 24-hour platform minimum. It's usually shown on the payment confirmation screen before you pay.

Some examples of how clubs differ:

• A full refund within 7 days of enrolling, then 50% up to 14 days, then nothing after that.
• No refunds on tournament registrations once the divisions are finalized.
• Platform credit only (no cash refunds) for cancelled class sessions.

How to request a refund#

Go to Payments, then History, find the payment, and click Request refund. Pick a reason and add a note if you'd like. The club owner is notified and either approves or denies the request.

If the club denies it, that decision is theirs to make — Prodemy doesn't override a club's refund policy.

When Prodemy does get involved#

If the process itself broke down — the club didn't respond, a refund was approved but never arrived, auto-pay charged you for a cancelled enrollment, or a technical fault got in the way — raise a ticket and include your payment ID. That's a platform dispute, and we handle it. See Payments & Billing for more on the dispute process.

Children and COPPA compliance#

The Children's Online Privacy Protection Act (COPPA) governs how online services handle data from children under 13. Prodemy complies by having parents manage the accounts of children in this age group.

Under-13 rules#

• Children under 13 cannot create their own Prodemy accounts.
• A parent must create the account for the child, using the Add child flow after the parent's own onboarding.
• When creating the child's account, the parent gives two consents, explained below.

Media consent#

"May Prodemy display photos or videos of your child in the app (including on public club pages, coach feedback, team chat, and marketing materials)?"

• Yes — media featuring your child may appear wherever a feature allows it (for example, team photos on the club page).
• No — media featuring your child is never displayed publicly or to other users.

AI data processing consent#

"May Prodemy use your child's drill completions, video uploads, and progress data to improve the AI features of the platform?"

• Yes — anonymized data helps us improve the product.
• No — your child's data is never used for AI training or model improvement, even in anonymized form.

Consent lock#

Once given, these consents are locked in the app, and you can't change them in Settings. To update a consent, raise a ticket. This friction is intentional: it keeps consents from being changed by accident or under pressure.

Privacy policy#

Our full Privacy Policy has every detail. The key points:

• What we collect — account data (name, email, date of birth, phone), payment data (handled by Stripe; we never store card numbers), usage data (drill completions, video uploads, messages), device data (browser and mobile device ID), and approximate location data based on your IP address.
• Why we collect it — to run the platform (payments, notifications, and delivering features), to improve the product (with your consent where it applies), and to prevent fraud.
• Who we share it with — Stripe (payments), Cloudinary (video storage), Resend (email delivery), Google, Apple, and Microsoft (calendar sync and sign-in), and Prodemy's own administrators (limited access, for support).
• How long we keep it — active account data for as long as the account exists; data from a deleted account for 30 days after deletion, after which it's purged; audit logs for 2 years; and payment records for as long as the law requires.
• Your rights — access, correction, deletion, and portability. See "Data rights" below.

Terms of service#

You'll find the full text in our Terms of Service. In summary:

• You're responsible for keeping your account information accurate.
• You may not use the platform for illegal purposes, harassment, or fraud.
• Content you upload (videos, posts, messages) must not infringe anyone else's rights.
• Prodemy may suspend or terminate accounts that violate the terms.
• The platform is provided "as is," with no guarantee of availability or perfect performance.
• Disputes are handled in the jurisdiction set out in the full terms (currently Delaware, where TECZENS INC operates).

What changes with the terms#

For the Terms of Service and Privacy Policy, acceptance is explicit: you click to accept, rather than accepting simply by continuing to use the site. When we publish a material update, you're notified, and you're asked to accept the new version the next time you sign in.

For a club's own Terms & Conditions, the club decides what changes and when. A material change prompts members to accept again.

Three sets of terms, accepted by different people#

Prodemy has three separate sets of terms. They're easy to mix up, so here's exactly who accepts what:

1. Prodemy's Terms of Service + Privacy Policy — accepted by every user. These cover your personal use of Prodemy, whatever your role. New accounts accept them at sign-up with a checkbox. Existing accounts are asked to accept the first time they sign in after a version is published, and again after any material revision.

This acceptance is required before you can continue. You'll see a full-page screen ("Review our Terms of Service & Privacy Policy", or "Our terms have been updated"), and you can't reach your dashboard until you press Accept and continue. You can log out from that screen. There's no "remind me later" option, and one acceptance covers your whole account rather than each club separately. You can read both documents at any time: Terms of Service and Privacy Policy.

2. Prodemy's platform terms for clubs — accepted by club owners, on behalf of the club. A club owner accepts these for their club as part of registering it. They're a business agreement about running a club on Prodemy, and they're separate from the owner's personal acceptance in (1). If Prodemy publishes a material update, owners see a banner asking them to accept again. Parents, students, and coaches never need to act on this one.

3. Each club's own Terms & Conditions — accepted by that club's members. These are optional and written by the club (as rich text or a PDF) — for example, a waiver, a code of conduct, or a policy. Members accept them when joining the club, and parents accept on behalf of their minor children. If the club publishes a material update, members are asked to accept again, and each membership card shows a small badge with the T&C status. These terms are between you and the club: Prodemy keeps the record of your acceptance but doesn't write or enforce what they say. Questions about a club's own terms should go to the club.

Acceptable use#

The full rules are in the Acceptable Use section of our Terms of Service. The headline rules:

• No harassment, threats, or abusive content aimed at other users.
• No content that sexualizes or endangers minors.
• No spam, phishing, or promotional content outside the broadcast and community spaces where it's allowed.
• No attempts to hack, reverse-engineer, or abuse the platform.
• No impersonating other users, coaches, or clubs.

Depending on how serious the violation is, it leads to a warning, a temporary suspension, or a permanent ban.

Content moderation#

Post flag-and-hide#

When any user flags a community post, it is immediately and automatically hidden from every feed. The author sees "Your post is under review." Our administrators then review the post and either restore it (if the flag was mistaken) or remove it permanently.

On a platform that serves minors, this is the safer approach: harmful content doesn't stay visible while it waits for review.

Appealing a removal#

If your post was permanently removed and you believe that was a mistake, raise a ticket with the post's date, roughly what it said, and your explanation. Our administrators review appeals, but their decision is final — there's no formal multi-step appeal process.

Review flagging#

Coaches can flag reviews they believe are inappropriate, and our administrators review them the same way. A coach's own reviews page shows each review's flagging status. Coaches can't delete reviews themselves; only our administrators can remove one.

Account deletion#

There are separate deletion processes, each with its own cool-off period.

User account deletion#

Go to Settings, then Delete account, and confirm with your password. Your account then enters a 7-day cool-off period.

• You get a reminder email every day during the cool-off.
• To reverse the deletion, log in and click Cancel deletion.
• When the cool-off ends, the account is soft-deleted: your profile is hidden, login is disabled, your posts are hidden, and your drill history is anonymized.
• 30 days after the soft-delete, the account is permanently removed from our systems.

That gives a total recovery window of 7 + 30 = 37 days.

During the cool-off, everyone linked to the account (children and parents) is told that it's scheduled for deletion, so they can unlink if they need to.

Club deletion#

Clubs have a 14-day cool-off — longer than for individual users, because deleting a club affects many more people:

• The club owner starts the process under Settings, then Delete club.
• The club is then scheduled for deletion for 14 days.
• All members, parents, and coaches are notified by email and in the app.
• The club owner receives a reminder every day.
• When the cool-off ends, memberships are terminated, bookings are cancelled with refunds, tournaments are cancelled, and coaches are unlinked.
• All of the club's data is removed 30 days after that.

Anyone affected can dispute the deletion during the cool-off by raising a ticket.

Coach deletion#

Coaches have a 7-day cool-off:

• The deletion is started.
• A 7-day cool-off follows.
• Sessions are then cancelled with refunds, students are notified, and reviews are archived.

What cannot be undone after permanent deletion#

Once an account is permanently deleted, the following are gone for good:

• Drill history and points.
• Uploaded videos.
• Coach feedback given or received.
• Messages sent or received.
• Reviews left or received.

If you want to keep any of these, export them before you delete your account (see "Data rights" below).

Data rights#

You have the right to access, correct, delete, and take your data with you.

Requesting access#

Contact us with the subject "Data access request." Our team prepares an export for you: a ZIP file containing your account data, drill history, payments, and messages in JSON format. It usually takes about 5 business days.

Requesting correction#

If something on your account is wrong (your name, date of birth, and so on), you can edit it directly in Settings. For fields you can't edit yourself (such as date of birth and some consents), raise a ticket with the correction you need.

Requesting deletion#

See "Account deletion" above.

Requesting portability#

The process is the same as a data access request. The JSON export is designed to be portable, so in principle you could import it into another coaching platform — although Prodemy doesn't maintain import or export standards with any particular competitor.

Safety for minors#

Prodemy takes the safety of minors seriously. The key protections are:

• No direct messaging between students and anyone else. Students can't send direct messages and don't receive them. See Messaging & Notifications.
• Coaches see videos only, not personal messages. Video feedback goes one way: the coach posts it and the student reads it. There's no back-and-forth conversation.
• Group chats are supervised. Team chats and class chats include the club owner, coaches, and parents, and minors can read but not post in them (a parent posts on their behalf). There is no unsupervised one-on-one channel with a minor.
• Parent verification is required for every drill completion and nutrition check-in before points are awarded, so adults are always in the loop.
• Content moderation — flagged posts are hidden immediately and reviewed by our administrators.
• A cool-off period on account deletion — 7 days, to guard against accidental or coerced deletions.
• Parents manage the accounts of children under 13, in line with COPPA.

If you see a safety issue, raise a ticket right away and mark it as urgent. We treat safety tickets involving minors as our highest priority.

Account security (two-factor authentication)#

Prodemy offers optional two-factor authentication (2FA), so a stolen password on its own isn't enough to get into your account. Turn it on under Settings, then Two-factor authentication (currently available on the web). You choose:

• A method — a code sent by text message (SMS), or a rotating code from an authenticator app.
• How often you're asked — only when a sign-in looks new or unusual (risk-based), or every time.

When you turn on 2FA, you also get backup codes to save for account recovery, and you can mark a device as trusted so you aren't asked again for a couple of weeks. Even with 2FA on, sensitive actions — changing your password, turning off 2FA, or, for club owners, changing payout details — may ask you to confirm again. Administrators are always asked at sign-in. Whatever you choose, Prodemy never stores card data; it stays with Stripe. For the full how-to, see Getting Started.

Company info#

• Legal name: TECZENS INC d/b/a Prodemy
• Address: Dover, Delaware (the full address is on the Terms page)
• Contact email: hello@prodemy.app
• Support: Contact us

If this doesn't help#

For a specific dispute or a question about your account, contact us to raise a ticket. Tell us which policy or safety issue it's about, describe the specific incident if there is one, and include any useful context. Every ticket is read by a person, and we reply by email.