Support
We answer every email
Something broken, a question about your data, or a billing problem. Everything below reaches a person, not a queue.
Contact us.
Four ways in
The app and your account
Anything about how something works, or something that has stopped working. hello@getsvaya.com
Coaching on Svaya
The trainer pilot, coach accounts, and client connections. trainers@getsvaya.com
By post. Vyoma Technologies Limited, 3296 Logsdon Loop, Delaware, Ohio 43015, United States.
Response time. We aim to reply within two business days. Privacy requests are answered within 30 days, as the Privacy Policy commits us to.
If something is wrong while you train.
Read this one first
Svaya does not monitor you and cannot summon help. Nobody is watching a live feed for your safety. If something goes wrong during a workout, the app will not know, will not call anyone, and cannot help you.
Stop exercising and seek medical attention if you have chest pain or pressure, severe shortness of breath, dizziness or faintness, an irregular or racing heartbeat, sudden or severe pain or loss of function in a joint, or any symptom that worries you. Call your local emergency number.
The full statement is in the Medical Disclaimer.
Your account and your data.
Controls
Export everything. Request a copy of everything associated with your account: Settings → Privacy → Export your data, or email privacy@getsvaya.com.
Delete your account. From within the app under Settings → Account, or email us and we will do it. We remove your personal data within 30 days, except records we are legally required to retain.
Change what a coach can see. Access is granted one category at a time and you can withdraw any of it instantly under Settings → Coach access. You can also see a record of every time a coach looked.
Turn off model training. This is off unless you turn it on, under Settings → Privacy. Turn it off and nothing recorded afterwards is eligible. To also clear the marking from measurements already taken, email privacy@getsvaya.com.
Camera and health permissions. Revoke camera access, or Apple Health and Google Health Connect access, in your device settings at any time. The app keeps working with reduced functionality.
- Export everything as a file
- Delete your account from inside the app
- Grant and withdraw coach access one category at a time
- See a record of every time a coach looked
- Model training is off unless you turn it on
What each switch actually controls is set out in Privacy Choices, and what a coach can see in the Coach Access Disclosure.
Subscriptions and billing
Handled by the stores
Subscriptions are sold and billed through the Apple App Store or Google Play, not by us. That means we cannot cancel, refund or change a subscription on your behalf, even if we want to.
Cancel on iPhone. Settings → your name → Subscriptions → Svaya → Cancel Subscription.
Cancel on Android. Play Store → profile icon → Payments & subscriptions → Subscriptions → Svaya → Cancel.
Cancelling stops the next renewal. You keep access until the end of the period you have already paid for.
Refunds from Apple. Request at reportaproblem.apple.com.
Refunds from Google. Request through your Play Store order history.
Refunds are decided under the store's policy. If a store declines and you think the outcome is wrong, write to hello@getsvaya.com and we will look at it.
Common problems
Try these first
It is not counting my reps
Svaya needs to see enough of you. Check that the setup guide on screen confirms it has a clear view, that the phone is stable and roughly at hip to chest height, and that you stay inside the frame for the whole movement. Awkward angles and crowded frames are the hard case. At the end of every set the count is put in front of you to confirm or correct, and your number is the one that gets saved.
The count was wrong and I already saved it
Open the set in your history and edit it. The corrected number becomes the record.
An exercise is marked manual
Some movements cannot be read reliably from a phone angle. Those are marked manual rather than faked, and they still land in the same session record. Log the reps yourself.
Heart rate is missing or looks wrong
Svaya reads heart rate three ways: an Apple Watch, any strap that writes to Apple Health, or an estimate from the camera. The camera method is a guide, not a medical measurement. If you are using a watch or strap, check the app has permission in your device health settings.
My data is not syncing
Check you are signed in to the same account on each device and that the device has a working connection. If a session is still missing, email hello@getsvaya.com with the date and the exercise and we will look for it.
I cannot sign in
Use the reset link on the sign-in screen. If the reset email does not arrive, check spam, then email hello@getsvaya.com from the address you signed up with.
Questions about privacy.
The ones we get most
Is my video recorded or uploaded?
No. Camera frames are analysed on your phone and discarded immediately. We never see your gym, or you in it. What does get saved is the skeleton those frames produce: the numeric positions of your joints, along with your reps, timing and heart rate. Never video, never audio.
Then what exactly leaves my phone?
The estimated coordinates of up to 33 body points, sampled several times a second while you are recording a set, plus the measurements computed from them. The Body-Geometry & Biometric Data Consent describes this at the level of the individual column, including how long it is kept.
Do you sell my data?
No. We do not sell personal information, we do not share it for advertising, and we do not give it to another company to train their models. We embed no advertising or third-party analytics tools.
Who can see my workouts?
You, and any coach you have explicitly granted access to, one category at a time. Nothing is shared until you grant it.
Reporting a bug
Genuinely useful
Svaya is pre-release software and reporting problems is the point of a beta. Email hello@getsvaya.com with what you were doing, what you expected, what happened instead, and your device and iOS or Android version. A screenshot or screen recording helps more than anything else.
Because it is pre-release, expect defects, features that change, and the possibility of losing data. Do not use Svaya as the only record of anything you care about. The full statement is in the Beta Software Acknowledgment.
Report a problemWho can use Svaya
Adults only
Svaya is available to adults only. You must be 18 or older to create an account. We do not knowingly collect data from anyone under 18, and if we learn that an under-18 account exists we will close it and delete the data. To report a suspected under-age account, write to privacy@getsvaya.com.
At launch Svaya is available in the United States, India and Canada, on iPhone and Android.
Every agreement that governs your use of Svaya is on one page: getsvaya.com/legal.