Privacy Policy

1. About this policy

This Privacy Policy explains how BiCycle Lab™ ("BiCycle Lab", "we", "our" or "us") handles personal information when you shop on our website, book a bike service or repair, contact us, or otherwise deal with us. We are a small Wheelers Hill, Victoria business and we take the privacy of our customers seriously.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth) and other privacy laws that apply to us. By using our website, placing an order, or booking a service, you agree to the handling of your information as described in this policy.

2. What is personal information?

Personal information is any information or opinion about you that identifies you, or could reasonably identify you, whether or not it is true and whether or not it is recorded in a material form. Examples include your name, address, phone number, email address and order history.

3. What information we collect

The information we collect depends on how you deal with us. It generally falls into the groups below.

Information you give us

• Contact details: your name, email address, phone number, and billing and delivery addresses.
• Order details: the products you buy, order history, returns and gift card purchases.
• Payment details: payments are handled by our payment providers through Shopify. We do not see or store your full card number.
• Booking and service details: the service you request, your preferred date, the type of bike, notes about the issue, and a record of the work we carry out.
• Account details: if you create an account, your login details and saved addresses.
• Communications: emails, phone calls, messages, reviews and feedback you send us, and any photos you share with us to help us quote a repair.
• Marketing preferences: whether you have chosen to receive marketing emails.

Information collected automatically

• Technical details about your device and browser, your IP address, and the pages you visit on our website.
• Information collected through cookies and similar technologies (see section 9).

Information from other sources

• Delivery and tracking updates from our shipping carriers.
• Payment status and fraud-check results from our payment providers, including buy now, pay later providers if you choose to use them.

We do not ask for sensitive information (such as health or financial account details beyond what is needed to process a payment). Please don't include sensitive information in messages or booking notes unless it is needed for your enquiry.

4. How we collect it

Where possible we collect personal information directly from you. This happens when you:

• place an order or create an account on our website;
• fill in our booking form or request a quote;
• contact us by phone, email or in person;
• subscribe to our emails or enter a promotion;
• leave a review or respond to a survey or feedback request; or
• browse our website, where some information is collected automatically.

If you give us personal information about another person (for example, you book a service or send a gift on someone's behalf), please make sure they are happy for you to share it with us.

5. How we use your information

We use your personal information for the purposes it was collected for, or for related purposes you would reasonably expect. These include:

• processing and delivering your orders, and handling returns, refunds and warranty claims;
• confirming, managing and carrying out service bookings, and keeping a record of the work done on your bike;
• taking payment and preventing fraud or errors;
• contacting you about your order, booking, quote or enquiry;
• providing customer support and answering your questions;
• asking for feedback or reviews after a purchase or service;
• sending you news, offers and promotions, where you have opted in;
• understanding how our website is used so we can improve it, and improving our products and services;
• keeping our accounting, tax and business records; and
• meeting our legal and regulatory obligations.

If you choose not to give us certain information, we may not be able to process your order or booking, or provide the service you asked for.

6. Service messages and marketing

Service messages

We will send you messages that are part of dealing with you, such as order and shipping confirmations, booking confirmations and reminders, quotes, "your bike is ready" notices, and requests for feedback about a recent purchase or service. These are not marketing messages. We may send them even if you have opted out of marketing, because they relate to something you have asked us to do.

Marketing

We only send marketing emails or texts, such as offers, new arrivals and news, if you have opted in, as required by the Spam Act 2003 (Cth). Every marketing message includes an unsubscribe link, and you can also opt out at any time by emailing ride@bicyclelab.com.au. We will action your request promptly.

7. Who we share it with

We do not sell your personal information. We only share it where it is needed to run our business or where the law requires. This may include:

• Shopify, which powers our website, checkout, order management and customer records.
• Payment providers, including Shopify Payments and buy now, pay later services such as Afterpay and Zip, to process your payment and check for fraud.
• Shipping and delivery carriers, who need your name, address and contact details to deliver your order.
• Form and email providers, which carry our booking form submissions and our emails to you (for example, FormSubmit for booking requests).
• Analytics and website providers, who help us understand how our website is used.
• Suppliers and manufacturers, where needed to register or process a warranty claim for a product you bought.
• Professional advisers, such as our accountants and bookkeepers, and our insurers.
• Government, regulators and law enforcement, where we are required or authorised by law to do so, or to help prevent fraud or serious harm.

We only share the information these providers need to do their job, and we expect them to protect it and use it only for that purpose. We may also share your information with someone else if you ask or agree to it, or if the business is sold or restructured, in which case the new owner will be expected to handle your information under the same protections.

8. Storing information overseas

Some of the providers we use, including Shopify and other cloud and email services, store or process information on servers outside Australia. This means your personal information may be handled in other countries. We take reasonable steps to choose providers that protect personal information to a standard that is comparable to Australian privacy law.

9. Cookies and analytics

A cookie is a small file placed on your device when you visit a website. We and our providers use cookies and similar technologies to:

• keep your cart and checkout working;
• remember your preferences and keep you logged in;
• measure how many people visit our website and which pages they use; and
• help us understand and improve how our website performs.

You can control or delete cookies through your browser settings. If you block all cookies, parts of our website, such as the cart and checkout, may not work properly.

10. Keeping your information secure

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These include:

• using Shopify's secure, encrypted platform, with SSL encryption on our website;
• never storing full payment card details ourselves;
• limiting access to personal information to the people who need it; and
• using password-protected systems and accounts.

No method of sending or storing information online is completely secure, so we cannot guarantee absolute security. Please look after your own account password and contact us straight away if you think your account has been compromised.

11. How long we keep it

We keep personal information only for as long as we need it for the purposes described in this policy. This includes keeping order and service records so we can support you with warranty, returns and repeat services, and keeping financial records for as long as tax and other laws require. When we no longer need information, we will securely delete it or de-identify it, unless the law requires us to keep it.

12. Your rights: access, correction and deletion

You can ask us to:

• give you a copy of the personal information we hold about you;
• correct information that is inaccurate, out of date or incomplete; and
• delete your information, where we are not required to keep it.

To make a request, email ride@bicyclelab.com.au. We may need to confirm your identity before we act on it. We aim to respond within 30 days. In some cases, as allowed by law, we may refuse a request (for example, if it would affect another person's privacy or we are legally required to keep the information). If we do, we will tell you why.

13. Data breaches

If personal information we hold is lost or accessed without authorisation in a way that is likely to cause serious harm, we will act quickly to contain it and, where required, notify the people affected and the Office of the Australian Information Commissioner.

14. Links to other sites

Our website may link to other websites, such as social media pages or maps. We are not responsible for the privacy practices or content of those sites. We encourage you to read their privacy policies before sharing your information with them.

15. Children

Our website is intended for adults. We do not knowingly collect personal information from children under 18 without a parent or guardian's involvement. If you are a parent or guardian and believe a child has given us personal information, please contact us and we will delete it.

16. Questions and complaints

If you have a question about this policy, or you think we have not handled your personal information properly, please contact us first using the details below. We will look into it and reply as soon as we can.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

17. Changes to this policy

We may update this policy from time to time, for example when our business or the law changes. When we do, we will post the updated version on this page with a new "last updated" date. Please check back occasionally. If we make a significant change, we will take reasonable steps to let you know.