Privacy Policy
This policy explains what Balencia collects, how we use it, who receives it, how long we keep it, and the choices you have.
Never Sold
No ads, no advertising identifiers, and we don't sell your data
Encrypted Connections
HTTPS on every connection, plus AES-256-GCM for the most sensitive fields
You're in Control
Choose analytics and AI consents, and delete your account at any time
1. Introduction
Welcome to Balencia ("we," "our," or "us"). Balencia is an AI-powered personal health and wellness platform that helps you track fitness, nutrition, mental wellbeing, finances, and overall health goals.
This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our website at www.balencia.ai and our Android and iOS apps, which load the same web app (collectively, the "Platform"). Please read this policy carefully.
Our Promise: We do not sell your personal data, we don't show ads, and we don't use advertising identifiers.
2. Information We Collect
What we collect depends on the features you use. Optional information is collected only if you provide it or turn the feature on.
2.1 Account & Profile
- Account: Your name and email address, plus either a password (stored only as a hash) or the identifier from Google or Apple sign-in.
- Optional profile details: Phone number, date of birth, gender, profile photo, and your city, country and timezone.
- Faith preferences (optional): Religious calendar and prayer-time preferences, if you set them.
2.2 Health & Fitness
- What you log: Workouts, yoga and exercise sessions, meals and meal photos, water, sleep, and mood, stress and emotional check-ins.
- Mind and body: Journal entries, mental-health screening answers, medications, menstrual cycle and pregnancy tracking, body measurements, and body and progress photos.
- Camera form feedback: During camera-based yoga and exercise feedback, camera frames may be sent to Google Gemini for analysis.
- Connected services (only if you connect them): WHOOP and Fitbit (for example heart rate, HRV, sleep, activity and recovery), Google Calendar events, and Spotify listening and playback.
2.3 Finance (Optional)
- Money features: Budgets, income and transactions you add, and the receipts and statements you scan.
2.4 Messages & Content
- Chats with other Balencia users: Text, photos, videos, voice notes, documents, polls, events and locations you send.
- AI coach (Cia): Your conversations with Cia, including voice conversations. Voice audio is streamed for transcription and the transcript is stored.
- Community: Posts and replies you publish.
- Documents: Files you upload, including medical documents.
- Support: Messages and attachments you send to support or through our contact form.
- Emergency and trusted contacts: The names, phone numbers, email addresses and relationship of contacts you add.
2.5 WhatsApp (Optional, Only If You Link It)
- How the link works: Balencia connects as a WhatsApp linked device, using an unofficial method rather than an official WhatsApp integration.
- Chat list: We store your chat list: contact and group names and phone numbers.
- "Show my inbox": If you turn this on, we copy messages from all your chats, including messages from other people and groups, plus shared photos, videos, voice notes, documents, locations and contacts, with up to 90 days of history.
- Coach analysis: Chats you enable for the coach are analysed by Google Gemini (analysis and summaries) and OpenAI (coach notes). Phone numbers and email addresses are removed first; names are not.
- Voice notes: Voice notes you allow are transcribed by AssemblyAI.
- Sending: Nothing is sent to your contacts without your approval, except messages you ask Cia to send when you have turned on "Auto-send coach messages" for chats you allowed.
2.6 Location
- Sharing a location in chat: Only when you tap to share. Approximate by default: coarsened to an area of at least about 3 km² before it is stored. Precise only if you choose it. The location is stored in the message, and map previews are rendered from OpenStreetMap tiles through our servers.
- Profile "Detect": Only when you tap it. An approximate position is sent from your device to BigDataCloud to look up your city and country. We store the city, country and timezone.
- Dashboard weather: Uses your device location only if you have already granted permission (we never prompt for it), coarsened to an approximate area and sent to Open-Meteo. Otherwise your IP address is sent to ipapi.co to estimate a location. Weather lookups are not stored.
- Visit analytics: Only with analytics consent: a city-level location derived from your IP address, with coordinates coarsened to about 11 km.
- What we don't do: No background location. Location is not used for advertising and is not sent to AI providers.
2.7 Digital Wellbeing (Android, Optional)
- Usage data: Only if you turn it on and grant usage access: screen time, app launches, time spent per app, installed app names and categories, and unlock counts. Kept for 90 days by default; you can choose from 1 to 730 days.
2.8 Device & Technical
- Device information: Device type, operating system, browser and app version.
- IP address: Recorded in security and session records.
- Notification identifiers: Your push notification token and, on Android, a Firebase installation identifier created when you enable notifications after signing in.
- Diagnostics: Crash and error reports scrubbed of personal fields, performance measurements without identifiers, and call quality diagnostics.
2.9 Analytics (Only If You Accept Analytics Cookies)
- Google Analytics: Collected by Balencia and shared with Google in aggregate from our server — Google's script never runs in your browser, so Google receives no cookie, no IP address, no user agent and no account. What we share: page views with query parameters and IDs stripped from URLs, and product events that never contain health data, email addresses or user IDs.
- First-party visit records: A visitor ID cookie (kept for 1 year) and a city-level location, plus a random analytics ID in your browser's local storage.
- Before you choose, or if you decline: Nothing is sent to Google, no analytics ID is created and no visit record is stored. Visit records collected before consent was required have been deleted.
2.10 Payments
- Purchases: Your purchase and subscription history. Card details are entered on Stripe's checkout and are not stored by Balencia.
3. How We Use Your Data
We use the information we collect to provide and protect the Balencia Platform. Specifically:
Provide Features
Store and show what you log, sync the services you connect, deliver chats and calls, and run every feature you use.
AI Coaching
Answer your conversations with Cia and generate proactive coach messages and daily analyses in the background. See section 4.
Wellbeing Support
Estimate a private wellbeing risk level from your mood, stress, sleep, journaling, app activity and connected wearable data, so the app can notice when you might need support. Authorized Balencia staff can review elevated levels. No one, including your emergency contacts, is contacted automatically.
Security & Abuse Prevention
Protect accounts, and detect and prevent fraud and abuse.
Communications
Send transactional emails, notifications, and the reminders you set up.
Analytics, With Consent
Understand how Balencia is used, only if you accept analytics cookies.
Legal Compliance
Meet legal obligations, such as keeping invoices for tax and accounting, and enforce our Terms of Service.
Never for Advertising
We don't show ads or use advertising identifiers, and your location is never used for advertising.
4. AI Processing & Consent
Balencia's AI features send the information they need to AI providers, who process it for us:
- Google Gemini (primary provider): Coach chat, analyses, document reading, image analysis, embeddings, and virtual try-on image generation.
- OpenAI: Conversation note extraction, topic routing, WhatsApp coach notes, and a backup when Google is unavailable — including for the sensitive health data described below.
- Sensitive health data: Medical documents, cycle and pregnancy data, mental-health and journal analysis, and WhatsApp chat analysis are sent to our primary provider, Google Gemini. If Gemini is unavailable or refuses the request, this data may also be sent to OpenAI so the feature keeps working rather than failing. Both act only as our processors, on our instruction. Content a provider has already refused on safety grounds is never re-sent to the other one.
- Explicit opt-in: Medical-document analysis and cycle and pregnancy AI features require your explicit opt-in; they are not granted by default. Documents that need AI to read them (scans, photos, recordings) or that look like health content wait until you allow analysis.
- Withdrawing consent: Stops further AI processing. Results already derived are hidden, and deleted when you delete the documents or your account.
- Speech: Depending on the feature, speech is transcribed by AssemblyAI or by the speech recognition built into your browser or device. Cia's spoken replies are generated with ElevenLabs or Google Cloud Text-to-Speech.
5. Data Sharing & Disclosure
Important: We do NOTsell your personal data or health information, and we don't share it with advertisers or data brokers.
Service providers process data on our behalf to run Balencia. Services you connect act on your instruction. Your information is received by:
- Hosting & storage: Our cloud hosting and database providers, and Cloudflare for file storage.
- AI & voice: Google (Gemini API, Cloud Text-to-Speech), OpenAI, AssemblyAI (speech-to-text) and ElevenLabs (voice replies), as described in section 4. Google and OpenAI may both receive sensitive health data; the others do not.
- Other Google services: Firebase Cloud Messaging for Android notifications, Google Analytics (only with your consent, and only from our server), and Google STUN servers, which see your IP address when you make a call.
- Payments & communications: Stripe for payments, our email delivery provider, browser push services for web notifications, and our call relay (TURN) provider.
- Map previews: Chat location previews are rendered from OpenStreetMap tile servers, requested by our own servers (never your device) for the area around the shared coordinate, as described under Location.
- Weather & city lookup: Open-Meteo and ipapi.co for weather, and BigDataCloud for city lookup, as described under Location.
- Services you connect: WHOOP, Fitbit, Google Calendar, Spotify and WhatsApp act on your instruction when you connect them.
- Other people: People you chat with see what you send. Community posts and replies are public on the web; signed-out visitors see your first name and last initial, without your photo. Leaderboards and challenges show your name, photo, rank and scores only if you turn on "Show me on leaderboards and challenges" (off by default). Trusted contacts you add receive a verification code by email or from your WhatsApp.
- Legal requirements: When required by law, court order, or governmental regulation, or to protect the rights, property, or safety of Balencia, our users, or the public.
- Business transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred. We will notify you before your data becomes subject to a different privacy policy.
6. Data Security
These are the protections Balencia applies to your information:
Other data, including your health logs, messages and uploads, relies on the infrastructure protections of our hosting and storage providers rather than on additional encryption in our application.
No end-to-end encryption: Balencia does not offer end-to-end encryption. Your messages, coach conversations and uploads can be processed by our systems so that features such as AI coaching work. No method of transmission or storage is completely secure.
For more details about our security practices, visit our Security page.
7. Your Rights & Choices
Depending on your location, you have the following rights regarding your personal data:
Access
Ask for a copy of the personal data we hold about you by emailing support@balencia.app.
Correction
Edit your profile and entries in the app, or ask us to correct anything you can't change yourself.
Deletion
Delete individual items in the app, or delete your account in Settings → Account → Delete account, on our account deletion page, or by emailing us.
Data Export
The in-app export covers your core account data. Contact support for a full copy.
Withdraw Consent
Change your analytics choice at any time in Cookie Preferences, and turn AI consents off in the app's settings.
Object & Restrict
Object to, or ask us to restrict, how we process your data in certain circumstances.
Complain
Lodge a complaint with your local data protection supervisory authority.
Non-Discrimination
Exercise your privacy rights without receiving discriminatory treatment from us.
Delete your account in the app (Settings → Account → Delete account) or at https://www.balencia.ai/delete-account. Change your analytics choice in Cookie Preferences.
To exercise any of these rights, contact us at support@balencia.app or use the controls in the app. We will respond within 30 days.
8. Data Retention
How long we keep your information depends on what it is:
- Your account and content: Account, profile, health, fitness, finance, documents and other content are kept until you delete the item or your account.
- Deleting individual items: Deleting a chat message replaces its text and removes its files once no other message uses them. Deleting a coach conversation hides it; its messages are permanently removed when you delete your account. Journal entries are deleted when you delete them.
- Deleting your account: Your data is deleted immediately when you confirm. Active subscriptions are cancelled first; if that fails, nothing is deleted and you can try again. Uploaded files are erased from storage, normally within 24 hours.
- WhatsApp: Copied messages, media and voice transcripts are deleted after 90 days. Your chat list and AI summaries are kept until you disconnect. Disconnecting deletes all of it, except profile details the coach saved and coach notes from before September 17, 2026, which can't be traced to WhatsApp and stay in your account.
- Digital wellbeing: 90 days by default, or the period you choose from 1 to 730 days.
- Analytics: Visit records are kept for 395 days. Google Analytics data is kept according to our Google Analytics retention setting.
- Payment records: Invoices are retained after account deletion, unlinked from your account, as required for tax and accounting. No fixed deletion period is currently applied to them.
- Deletion records: Minimal records, such as the fact that an account was deleted, which subscriptions were closed, and a hashed email address on a deletion request, are kept to prevent re-billing and to demonstrate the deletion.
- Security and audit logs: These can include IP addresses and device information and are kept for security and compliance. Audit records of the AI coach's tool use are deleted after 180 days.
- Server logs and backups: Kept by our hosting providers for limited periods under their retention settings.
9. International Data Transfers
Balencia and the service providers listed in section 5 may store and process your information in countries other than the one you live in, where data protection laws may differ from yours. We protect your information as described in this policy wherever it is processed.
If you have questions about international transfers, contact us at support@balencia.app.
10. Children's Privacy
The Balencia Platform is not intended for children under the age of 16 (or the applicable age of digital consent in your jurisdiction). We do not knowingly collect personal information from children under 16.
If we become aware that we have collected personal information from a child under 16 without parental consent, we will take immediate steps to delete that information. If you believe we may have collected data from a child under 16, please contact us at support@balencia.app.
11. Changes to This Policy
This version took effect on September 18, 2026. What changed:
- Sensitive health data may now also be sent to OpenAI when Google Gemini is unavailable or refuses the request, so health features degrade instead of failing. Previously it was sent only to Gemini
- Rewrote this policy to describe what Balencia actually collects, including WhatsApp linking, location, digital wellbeing and device identifiers
- Named our service providers, including the AI providers and which of them may receive sensitive health data
- Medical-document analysis and cycle and pregnancy AI features now require your explicit opt-in
- Analytics now run only after you accept analytics cookies; visit records collected before consent was required were deleted
- Replaced the previous retention periods with how long data is actually kept, including after account deletion
- Corrected the security section: removed the end-to-end encryption and certification claims, and listed exactly which data is encrypted in our application
- One contact address for privacy requests (support@balencia.app) and a public account deletion page
When we change this policy, we update the effective date at the top of this page. For material changes, we will also let you know in the app or by email.
12. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please reach out:
You also have the right to lodge a complaint with your local data protection supervisory authority.
Related Legal Pages
Have Questions About Your Privacy?
Email support@balencia.appor send us a message, and we'll help.
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