Privacy Policy

Who we are

Level 9 Fitness Pty Ltd (ABN 68 634 006 063) operates L9 gyms across Australia and the L9.Fitness member portal. When this policy says L9, we, or us, it means Level 9 Fitness Pty Ltd.

This policy explains what information we collect, how we use it, and your rights around it. It applies to the L9.Fitness website and member portal, our SMS and email communications, and Lana, our AI concierge.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Information we collect

Information you give us

• Name, email address, mobile phone number, date of birth
• Emergency contact details
• Payment card details (processed by Stripe — we do not store raw card numbers)
• Health screening answers you provide at signup or when pausing your membership
• Messages you send to us via the support form or SMS
• Anything you type to Lana, our AI concierge

Information from your device

• Browser ID (l9_bid cookie): a unique identifier stored in your browser. This is how Lana remembers your conversation history across visits and how we personalise your experience before you log in. It is created only if you accept cookies.
• Consent preference (l9_consent cookie): records whether you accepted or declined the browser ID cookie. This cookie is always set so we do not ask you again on every page.
• Session cookie (ASP.NET_SessionId): a strictly necessary cookie that keeps you logged in during a visit. It is deleted when you close your browser.
• IP address and browser type, used for security and fraud prevention.

Information about your activity

• Class bookings, cancellations, and attendance records
• Membership actions (sign-up, pause, resume, cancellation, plan changes)
• Season participation, points, and enrolments
• Communications sent to and received from you (SMS, email, chat)

How we use your information

To deliver your membership

We use your name, email, phone, and payment details to manage your membership, process billing, send you booking confirmations, and handle pause or cancellation requests.

To power Lana, our AI concierge

Lana uses your conversation history, membership status, class bookings, and FAQ content to answer your questions and take actions on your behalf (such as pausing or resuming your membership). Conversations are stored in our communications ledger. Lana uses third-party AI models to generate responses — see the third parties section below.

To contact you

We send transactional messages (booking confirmations, billing receipts, membership change notices) by email and SMS. We may also send you information about L9 events, seasons, and offers if you have not opted out. You can opt out of marketing messages at any time by replying STOP to any SMS or using the unsubscribe link in any email.

Analytics and improvement

We use aggregated, de-identified data to understand how members use our services and improve them. We use Google BigQuery for this analysis.

Cookies

We use three types of cookies on L9.Fitness.

Cookie	Name	Purpose	Duration	Consent required
Session	ASP.NET_SessionId	Keeps you logged in during a visit	Deleted when browser closes	No — strictly necessary
Consent preference	l9_consent	Remembers whether you accepted or declined the browser ID	2 years	No — strictly necessary
Browser ID	l9_bid	Powers Lana's memory and personalisation across visits	1 year, renewed on each visit	Yes

You can withdraw consent for the browser ID cookie at any time by clearing your browser cookies. This will remove Lana's memory of you and your personalised experience will reset.

Third parties we share data with

We do not sell your personal information. We share it only with the following service providers.

• Stripe — payment processing. Stripe stores your payment method details. We receive tokenised references only. Stripe Privacy Policy
• Twilio — SMS delivery. Your mobile number and message content are transmitted through Twilio to deliver your SMS messages. Twilio Privacy Policy
• Amazon Web Services (SES) — email delivery. Your email address and message content pass through AWS to deliver emails. AWS Privacy Policy
• Google BigQuery — analytics. Aggregated, de-identified usage data is processed in BigQuery. No personally identifiable information is sent to BigQuery for reporting purposes. Google Privacy Policy
• Anthropic (Claude API) — AI model powering Lana. Conversation content and relevant member context may be sent to Anthropic's API to generate Lana's responses. Anthropic does not use API data to train its models. Anthropic Privacy Policy

Data retention

We retain your personal information for as long as your membership is active and for a reasonable period afterwards to handle any disputes, billing queries, or legal obligations. In most cases this is 7 years from the end of your membership, consistent with Australian tax and consumer law requirements.

Browser session records (l9_bid) that have not been linked to a member account are deleted after 2 years of inactivity.

SMS and email records are retained for 7 years as part of our communications ledger.

Your rights

Under the Australian Privacy Act you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or outdated information
• Request deletion of your information (subject to our legal retention obligations)
• Opt out of direct marketing communications at any time
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au if you believe we have mishandled your information

To exercise any of these rights, contact us at the address below. We will respond within 30 days.

Contact

For privacy enquiries, data access requests, or complaints:

Level 9 Fitness Pty Ltd
Email: team@l9.com.au
Website: l9.com.au

Changes to this policy

We may update this policy from time to time. Material changes will be communicated by email or by a notice on the portal. The effective date at the top of this page will always reflect the date of the most recent update. Continued use of L9.Fitness after a policy update constitutes acceptance of the revised policy.