Before you start
- The dashboard has no button to download all your data. You request the full export from support by email, at any time and free of charge, as the Terms of Service provide.
- Request the export before you close your account. The Close the account window does not make a copy of your data: see Close your professional account.
Steps
To request an export of your data:
- From the email address of your MyFitnessClient account, write a message to [email protected].
- In the message, say what you are requesting: an export of your data and your clients' data, a transfer to another provider or to your own systems, or the deletion of the data.
- Optional: if another person or company is helping you with the switch, such as your new provider, say who they are. During the switch, MyFitnessClient also assists anyone you authorise.
- Send the message.
The process begins no later than two months after the request. You receive the exportable data in a structured, machine-readable format, JSON or CSV, and your files in the format in which they are stored.
What the export includes
According to the Terms of Service, the export includes:
- Your clients and each one's data, and the tags.
- The training, nutrition and supplementation plans, and your exercises and foods.
- Assessments, measurements, photos and files.
- Questionnaires and answers, forms, messages and attachments.
- The calendar, habits and courses.
- The packages and plans you sell, and the payment records.
- The public profile, with the gallery and the frequently asked questions, and the requests and contacts received on the marketplace.
- Team members and permissions.
The platform software, the system exercise and food libraries and the internal security logs are not exported.
If you switch providers or leave MyFitnessClient
When you request a transfer or deletion, the Terms of Service provide for a transition period of up to 30 days. During that period, MyFitnessClient keeps the Service running, gives reasonable assistance to you and to anyone you authorise, with the information needed for your exit, informs you of known risks to the continuity of the Service and protects the data during the transfer.
- If that period is technically unfeasible, MyFitnessClient notifies you within 14 working days, with the justification, and sets an alternative period of no more than seven months.
- You can extend the transition period once.
- After the transition, you can retrieve the data for at least 30 days. After that, it is deleted, except what the law requires to be kept.
- The contract ends, with notice by email, when the switch is completed or, if you only requested deletion, at the end of the notice period.
Exports you make in the dashboard
Some parts of the data have their own export button, in CSV. They are for day-to-day use and do not replace the export request:
- Your clients' charges and payments, in Payments: see Export client charges to CSV.
- The answers to a questionnaire.
- The students in a course, with each one's progress and status.
- The team activity log.
The PDFs you create in the dashboard do not replace the request either.
Refunds when you leave
The Terms of Service and the Data Processing Agreement provide for a refund of the pro rata share of what you paid MyFitnessClient in these cases:
| Situation | What is provided for |
|---|---|
| A significant reduction in the features or limits of your paid plan | Notice by email at least 30 days in advance, or as soon as possible when the reduction is imposed by third parties or by law. You can cancel with a refund of the pro rata share of the paid period. |
| A change to the Terms of Service | Notice by email at least 15 days in advance. Until the date of the change, you can terminate the contract at no cost, with a refund of the pro rata share of the period already paid. |
| MyFitnessClient closes your account through no fault of your own | Except in cases with immediate effect, notice by email at least 30 days in advance, with the reasons. Refund of the pro rata share of the period already paid. |
| Force majeure lasting more than 30 days | Either party can terminate the contract, with a refund of what was paid and not provided. |
| Objection to a new sub-processor, with no solution | You can terminate the contract without penalty, with a pro rata refund of the paid period and export of the data. |
Outside these cases, the right of withdrawal and what the law requires, cancelling in the middle of a period does not refund what you already paid: you keep the plan until the end of the paid period. See Cancel your subscription and understand what happens next and Right of withdrawal: withdraw from a purchase within 14 days.
Common problems
I closed my account without requesting the export
When the account closes, the data is deleted. If it closes right away, the Close the account window warns: “Your files are deleted right away. Your plans and workouts, within 30 days. There is no way to recover them.” If the account has already closed, write to support as soon as possible: the files have already been deleted and the Terms of Service only guarantee an export requested before you delete the account.
If the account is closing because you have clients with paid days, it has not closed yet: request the export now. If you need more time, you can cancel the closure up to the scheduled date: see Cancel your account closure. If MyFitnessClient closed your account, you can request the export within the following 30 days.
Questions
How long does it take?
The Terms of Service say the process begins no later than two months after the request, and do not set a delivery date. Requests about your personal data, including deleting the account, follow the Privacy Policy: a reply within one month, extendable by two more months when the complexity or the number of requests requires it.
Can I request only one client's data?
Yes. Request it the same way and say which client: the Data Processing Agreement provides, on request, for the export or complete deletion of each client's data. If a client writes to MyFitnessClient asking for the data you hold about them, the request is forwarded to you.
Are my clients notified?
Requesting the export changes nothing in your clients' accounts, and the app does not send them any notice because of it. The notices to clients come from closing the account: see Close your professional account.