Policies and Safety#

This file summarizes the key policies that govern how Prodemy operates and the safety protections in place — especially for minors. For the full legal text, see the Privacy Policy and Terms of Service at /privacy and /terms.

The chatbot can explain these policies to you but cannot interpret them for a specific dispute. If you have a specific concern that requires a human's judgment (a refund dispute, a content moderation question, a data access request), raise a ticket at /contact.

Refund policy#

Refunds on Prodemy are a two-layer system.

Platform layer (what Prodemy enforces)#

• A 24-hour "cooling-off" window on any paid enrollment. Within 24 hours of payment, a parent can request a refund and it will be processed per the class's refund policy.
• Platform commission is forward-only — new rates apply only to new payments. Existing payments keep the commission that was in effect when they were created.
• Refund method can be Stripe refund (back to the original card or bank) or platform credit (for future purchases at that same club). The club owner picks per action.
• No platform-enforced minimum refund amount. The club decides.

Club layer (what your specific club decides)#

Each club sets its own refund policy beyond the 24-hour platform minimum. This is typically communicated on the payment confirmation screen before you pay.

Examples of club-level variation:

• Full refund within 7 days of enrollment (then 50% up to 14 days, then 0%).
• No refunds on tournament registrations once divisions are finalized.
• Platform credit only (no cash refunds) on cancelled class sessions.

How to request a refund#

Go to Payments → History → find the payment → "Request refund." Pick a reason and optionally add a note. The club owner is notified and either approves or denies.

If the club denies, the decision is theirs — Prodemy doesn't override club refund policy.

When Prodemy does get involved#

If the process broke — club didn't respond, refund was approved but never arrived, auto-pay charged a cancelled enrollment, a technical bug — raise a ticket with your payment ID. That's a platform dispute and we handle it. See 06-payments-and-billing.md 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 via parent-managed accounts for this age group.

Under-13 rules#

• Children under 13 cannot create independent Prodemy accounts.
• A parent has to create the account for the child via the post-onboarding "Add child" flow.
• At child creation, the parent provides 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 where enabled by the feature (e.g. team photos on the club page).
• No — media featuring your child is never displayed in public or cross-user contexts.

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 feeds our product improvement.
• No — your child's data is never used for AI training or model improvement, even anonymized.

Consent lock#

Once given, these consents lock in the UI. You cannot change them through Settings. To update consents, raise a ticket — this is intentional friction so consents aren't changed accidentally or under coercion.

Privacy policy#

The full privacy policy is at /privacy. Key points:

• What we collect — account data (name, email, DOB, phone), payment data (via Stripe — we don't store card numbers), usage data (drill completions, video uploads, messages), device data (browser, mobile device ID), location data (approximate, from IP).
• Why we collect it — operating the platform (payments, notifications, feature delivery), improving the product (with consent where applicable), preventing fraud.
• Who we share with — Stripe (payments), Cloudinary (video storage), Resend (email delivery), Google/Apple/Microsoft (calendar sync, auth), platform admins (limited access for support).
• How long we keep it — active account data as long as the account exists, deleted account data for 30 days after deletion (then purged), audit logs for 2 years, payment records as required by law.
• Your rights — access, correction, deletion, portability. See "Data rights" below.

Terms of service#

Full terms at /terms. In summary:

• You're responsible for providing accurate account info.
• You may not use the platform for illegal purposes, harassment, or fraud.
• Content you upload (videos, posts, messages) must not infringe others' rights.
• Prodemy may suspend or terminate accounts for terms violations.
• The platform is provided "as is" — no guarantees about availability or perfect performance.
• Disputes are handled in the jurisdiction specified in the full terms (currently Delaware, per TECZENS INC's operating jurisdiction).

What changes with the terms#

We notify you of material terms changes by email. You have a window to review before the change takes effect. Continued use after the effective date constitutes acceptance.

Acceptable use#

Full policy at /acceptable-use. Headline rules:

• No harassment, threats, or abusive content directed at other users.
• No content that sexualizes or endangers minors.
• No spam, phishing, or promotional content outside of allowed broadcast / community contexts.
• No attempts to hack, reverse-engineer, or abuse the platform.
• No impersonation of other users, coaches, or clubs.

Violations lead to warnings, temporary suspension, or permanent ban depending on severity.

Content moderation#

Post flag-and-hide#

If any user flags a community post, it is immediately and automatically hidden from all feeds. The author sees "Your post is under review." Admin reviews the flagged post and either restores it (false flag) or permanently removes it.

This is safer for a platform serving minors — bad content doesn't linger while awaiting review.

Appealing a removal#

If your post was permanently removed and you believe it was a mistake, raise a ticket with the post's date, rough content, and your explanation. Admin reviews appeals but the final call is admin's — there is no formal multi-step appeal process.

Review flagging#

Coaches can flag reviews they believe are inappropriate. Admin reviews flagged reviews the same way. The coach's own reviews page shows flagging status. Coaches cannot delete reviews themselves — only admin can remove.

Account deletion#

Two distinct deletion flows with different cool-off periods.

User account deletion#

Go to Settings → Delete account. Confirm with your password. Your account enters a 7-day cool-off.

• Daily reminder email during cool-off.
• Log in and click "Cancel deletion" to reverse.
• After cool-off expires, account is soft-deleted: profile hidden, login disabled, posts hidden, drill history anonymized.
• 30 days after soft-delete, permanent removal from our systems.

Total recovery window: 7 + 30 = 37 days.

During cool-off, all linked users (children, parents) are notified that the account is scheduled for deletion so they can unlink if needed.

Club deletion#

Clubs have a 14-day cool-off (longer than users because more downstream impact):

• Club owner initiates via Settings → Delete club.
• 14-day cool-off during which the club is scheduled for deletion.
• All members, parents, and coaches notified via email + in-app.
• Club owner receives daily reminders.
• After cool-off: memberships terminated, bookings cancelled with refunds, tournaments cancelled, coaches unlinked.
• Full data removal 30 days after.

Affected parties can dispute during cool-off by raising a ticket.

Coach deletion#

Coaches have a 7-day cool-off:

• Deletion initiated.
• 7-day cool-off.
• Sessions cancelled with refunds, students notified, reviews archived.

What cannot be undone after permanent deletion#

• Drill history and points.
• Videos uploaded.
• Coach feedback given or received.
• Messages sent or received.
• Reviews left or received.

If you need these preserved, export them before deletion (see Data rights below).

Data rights#

You have rights to access, correct, delete, and port your data.

Requesting access#

Raise a ticket at /contact with subject "Data access request." Admin pulls a data export for you — a ZIP file with your account data, drill history, payments, and messages in JSON format. Turnaround is typically 5 business days.

Requesting correction#

If data on your account is wrong (name, DOB, etc.), edit in Settings directly. For fields that are read-only (DOB, some consents), raise a ticket with the correction you need.

Requesting deletion#

See "Account deletion" above.

Requesting portability#

Same process as access request. The JSON export is designed to be portable — you can theoretically take it to another coaching platform and import it there, though Prodemy doesn't actively maintain import/export standards with any specific competitor.

Safety for minors#

Prodemy takes minor safety seriously. The key protections:

• No direct messaging between students and any other user. Students can't DM and don't receive DMs. See 07-messaging-and-notifications.md.
• Coaches see videos only, not personal messages. Video feedback is one-way (coach posts, student reads). No conversational back-and-forth.
• Team chats include the club owner and all parents — group supervision.
• Parent verification is required for all drill completions and nutrition check-ins before points are awarded. Adults are always in the loop.
• Content moderation — flagged posts hide immediately, reviewed by admin.
• Account deletion cool-off — 7 days for accidental or coerced deletions.
• Under-13 accounts managed by parents — COPPA compliance.

If you see a safety issue, raise a ticket immediately and tag it as urgent. We treat minor safety tickets with the highest priority.

Company info#

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

If this doesn't help#

For specific disputes or account-level questions, raise a ticket at https://prodemy.app/contact. Include the policy or safety issue, the specific incident if relevant, and any context. Tickets are read by a human and replied to by email.