Privacy Policy

1. Who We Are

Total Veteran Ltd is a company registered in England and Wales. We operate the website at totalveteran.com and any associated mobile applications, platforms, and digital services (collectively, the "Platform").

For the purposes of UK data protection law, Total Veteran Ltd is the data controller responsible for your personal data. Our contact details are set out at the end of this policy.

This Privacy Policy applies to all users of the Platform, regardless of where in the world you are based. If you are located in the European Economic Area (EEA), you may have additional rights under EU GDPR as applicable.

2. Data We Collect

Information you provide directly

• Account registration data: name, email address, password, country of residence
• Profile information: biography, profile photo, branch and years of military service (optional)
• Coaching and programme intake forms: transition goals, service background, personal circumstances
• Payment information: billing address, transaction details (card data is processed directly by Stripe or PayPal and is not stored on our systems)
• Contact form and email correspondence
• Newsletter and marketing sign-up data
• Community posts, comments, and discussion contributions
• Journal entries and personal reflections submitted through the Platform
• Uploaded files, images, and video content
• Responses to assessments, habit trackers, and wellbeing scoring tools

Information collected automatically

• Device and browser information: IP address, operating system, browser type and version
• Usage data: pages visited, features used, time spent, click paths, session recordings
• Analytics data via tools including Google Analytics, Plausible, or similar
• Cookie and pixel data (see Section 10)
• App usage data if you use our mobile application

Information from third parties

• Social login data if you sign in via Google, LinkedIn, or Apple (name and email only)
• Payment status updates from Stripe or PayPal
• Referral source information from marketing partners

3. Sensitive Data

Some of the information you may choose to share with us falls into categories that require a higher standard of care under UK GDPR. This includes:

• Military service history, including branch, rank, years served, and deployment background
• Wellbeing and mental health data submitted through assessments, habit tracking, or coaching intake
• Personal reflections and journal entries that may touch on health, identity, trauma, or personal circumstances
• Behavioural data from habit and wellness tracking features

We treat this data with particular care. It is used only to personalise and improve your experience on the Platform, is not shared with third parties for marketing purposes, and is stored with additional technical and organisational safeguards.

You are never required to share sensitive data. Fields relating to military history, wellbeing, and personal circumstances are always optional unless they form a core part of a specific service you have chosen to access.

4. Legal Basis for Processing

Under UK GDPR, we process your personal data on the following legal bases:

• Contract performance: to provide the services you have signed up for, including account management, programme access, and coaching bookings
• Legitimate interests: to improve the Platform, prevent fraud, send service-related communications, and conduct analytics that help us understand how the Platform is used
• Consent: for marketing communications, non-essential cookies, and the use of sensitive data categories. You may withdraw consent at any time
• Legal obligation: where we are required to process data to comply with applicable law, including financial and tax obligations

Where we rely on legitimate interests, we have conducted a balancing test to ensure our interests are not overridden by your rights and interests.

5. How We Use Your Data

• Creating and managing your account
• Providing access to courses, coaching, community features, and digital tools
• Personalising your experience based on your profile and activity
• Processing payments and managing subscriptions
• Sending transactional emails (account notifications, receipts, booking confirmations)
• Sending newsletters and marketing communications (where you have opted in)
• Improving Platform features through aggregated usage analysis
• Moderating community content and enforcing our policies
• Detecting and preventing fraud, abuse, and security threats
• Complying with legal and regulatory obligations
• Providing customer support

6. Sharing Your Data

We do not sell your personal data. We share data only in the following circumstances:

Service providers

We use trusted third-party providers to operate the Platform. These include hosting providers, payment processors (Stripe, PayPal), email delivery services, analytics platforms, and video hosting. All providers are bound by data processing agreements and are prohibited from using your data for their own purposes.

Coaching and programme delivery

Where your participation in a coaching programme involves a Total Veteran coach or facilitator, relevant profile and intake information may be shared with that individual. This is limited to what is necessary for programme delivery.

Legal requirements

We may disclose data where required by law, court order, or regulatory authority, or where we believe disclosure is necessary to protect the rights, property, or safety of Total Veteran, our users, or others.

Business transfers

In the event of a merger, acquisition, or sale of assets, user data may be transferred as part of that transaction. We will notify users in advance and provide information about any changes to this policy.

7. International Transfers

Total Veteran Ltd is registered in the United Kingdom. Some of our service providers are based outside the UK, including in the United States and other countries. Where we transfer personal data internationally, we ensure appropriate safeguards are in place, including:

• UK adequacy decisions for transfers to countries with equivalent data protection standards
• Standard Contractual Clauses (SCCs) approved by the UK Information Commissioner's Office
• Binding Corporate Rules where applicable

You may request information about the specific safeguards in place for any international transfer by contacting us.

8. Retention

We retain your personal data for as long as necessary to provide our services and comply with our legal obligations. Specific retention periods include:

• Account data: retained while your account is active and for 2 years after closure, unless a shorter period is required by law
• Financial records: retained for 7 years in accordance with UK tax and accounting requirements
• Journal entries and reflective content: retained while your account is active; deleted within 30 days of account closure on request
• Marketing preferences: retained until you opt out or request deletion
• Support correspondence: retained for 2 years from last contact

Where data is no longer required, we delete or anonymise it securely.

9. Your Rights

Under UK GDPR, you have the following rights in relation to your personal data:

• Right of access: to obtain a copy of the personal data we hold about you
• Right to rectification: to correct inaccurate or incomplete data
• Right to erasure: to request deletion of your data in certain circumstances
• Right to restriction: to limit how we use your data in certain circumstances
• Right to data portability: to receive your data in a structured, machine-readable format
• Right to object: to processing based on legitimate interests, including for direct marketing
• Right to withdraw consent: at any time where processing is based on consent, without affecting the lawfulness of prior processing
• Rights related to automated decision-making: to not be subject to solely automated decisions that produce significant effects

To exercise any of these rights, please contact us at support@totalveteran.com. We will respond within one month of receiving your request. In complex cases we may extend this by a further two months, and will notify you if so.

We may need to verify your identity before processing a request. We will not charge a fee unless a request is manifestly unfounded or excessive.

10. Cookies and Tracking Technologies

We use cookies, pixels, and similar technologies on the Platform. For full details of what we use and how to manage your preferences, please see our Cookie Policy.

In summary, we use strictly necessary cookies that cannot be disabled (for account sessions and security), and optional analytics, preference, and marketing cookies that you can accept or decline via our cookie consent tool.

11. AI-Assisted Features

Some features of the Platform incorporate artificial intelligence to provide personalised guidance, coaching prompts, and reflective questions. Where AI processes your personal data:

• The processing is disclosed at the point of use
• AI outputs are developmental and educational in nature and do not constitute medical, psychiatric, or professional advice
• You are not subject to solely automated decisions that produce legal or similarly significant effects without the opportunity for human review
• Data used to personalise AI interactions is subject to the same safeguards as all other personal data under this policy

For more information, see our AI Guidance and Coaching Disclaimer.

12. Age and Eligibility

The Platform is intended for users aged 18 and over. We do not knowingly collect personal data from individuals under 18. If you believe a minor has created an account or submitted data, please contact us and we will delete the data promptly.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Where we make material changes, we will notify you by email and by a prominent notice on the Platform at least 14 days before changes take effect. The "last updated" date at the top of this page reflects the most recent version.

Your continued use of the Platform after changes take effect constitutes acceptance of the revised policy.

14. Contact and Complaints

If you have questions about this Privacy Policy, want to exercise your rights, or have a complaint about how we handle your data, please contact us:

• Email: support@totalveteran.com
• Website: totalveteran.com
• Company: Total Veteran Ltd, registered in England and Wales

If you are not satisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.