Privacy Policy

This Privacy Policy explains how Velo Care Ltd collects, uses, stores and protects your personal information when you visit our website, purchase products, book a service or contact us.

We are committed to respecting your privacy and handling your personal information responsibly. This policy should be read alongside our Terms and Conditions and, where applicable, our Cookies Policy.

1. Who We Are

The organisation responsible for your personal information is VELO CARE LTD, trading as Velo Care.

Business address:
Unit 8 Brookes Hill Industrial Estate
Salisbury Road
Southampton
SO40 2QT

Email: admin@velo-care.com
Telephone: 07780 448182

2. What Personal Information Do We Collect?

The information we collect depends on how you interact with Velo Care. It may include:

• Contact information: your name, email address, telephone number, billing address and delivery address.
• Account information: account details and authentication information if you create an online account. Passwords should be stored securely and should not be accessible to us in plain text.
• Order and transaction information: details of products purchased, order history, payment status, refunds and delivery information.
• Payment information: payment confirmations and transaction references. Card details may be processed directly by our payment provider; we do not intend to store full payment card details ourselves.
• Service and repair information: booking details, bicycle make and model, reported faults, requested work, service history and relevant communications.
• Enquiries and communications: information you provide when contacting us, submitting a review or requesting support.
• Marketing preferences: whether you have subscribed to our newsletter or chosen to receive marketing communications.
• Technical information: where applicable, your IP address, browser type, device information, website usage information and cookie identifiers.

Please provide accurate information and tell us when relevant details change.

3. How Do We Use Your Information?

We may use your personal information to:

• Process and fulfil orders for bicycles, parts and accessories.
• Arrange bicycle servicing, repairs and service bookings.
• Manage customer accounts and provide customer support.
• Process payments, refunds and transaction records.
• Contact you about orders, bookings, repairs or enquiries.
• Respond to complaints and resolve disputes.
• Send newsletters or promotional communications where permitted.
• Maintain business, accounting and tax records.
• Protect our website, customers and business against fraud or misuse.
• Understand website usage and improve our products and services.
• Meet legal obligations and establish, exercise or defend legal claims.

4. Our Lawful Bases for Processing

UK data protection law requires us to have a lawful basis for using personal information. Depending on the circumstances, we may rely on:

• Contract: where information is needed to fulfil an order, provide a repair or servicing appointment, or take steps you request before entering into a contract.
• Legal obligation: where we must retain or disclose information to comply with applicable law, such as tax and accounting requirements.
• Legitimate interests: where necessary for reasonable business purposes, such as maintaining records, responding to enquiries, improving services or protecting against fraud, provided your rights do not override those interests.
• Consent: where required, for example for certain marketing communications or non-essential cookies. You can withdraw consent at any time.

5. Marketing and Newsletters

We may send service-related communications needed to fulfil your order or booking. These are different from promotional messages.

We will send marketing emails only where we have an appropriate legal basis and have complied with applicable electronic marketing rules. Where required, we will ask for your consent.

You can unsubscribe from marketing emails using the unsubscribe link provided in the message or by contacting us at admin@velo-care.com. Unsubscribing from marketing will not prevent us from sending essential messages about an existing order or booking.

6. Who Do We Share Your Information With?

We do not sell your personal information. We may share relevant information with trusted third parties when necessary to run our business and provide our services, including:

• Payment providers: to process payments, refunds and transaction-related matters.
• Website and booking providers: to operate our website, customer accounts and service bookings.
• Delivery providers: to deliver products you have ordered.
• IT and hosting providers: to host, maintain and secure our systems.
• Analytics or advertising providers: if we use these services and the relevant data collection is permitted.
• Professional advisers and public authorities: where reasonably necessary for legal, regulatory or business purposes.

Third-party providers may process information on our behalf or act as separate controllers. Their own privacy information may also apply.

We only share information that is relevant and necessary for the purpose, subject to applicable law.

7. Payments

Online payments may be processed by a third-party payment provider, such as Stripe, if that provider is used for the relevant transaction. Payment providers handle payment information under their own security arrangements and privacy terms.

We may receive transaction confirmations, payment status and limited payment-related details needed to manage your order or booking. Please consult the payment provider's privacy policy for information about its processing of your data.

8. Cookies and Website Analytics

Our website may use cookies and similar technologies to support essential website functions, remember preferences, understand website performance or support advertising.

Where required by law, we will ask for your consent before setting non-essential cookies or using similar technologies. You can manage your preferences through any cookie controls provided on our website and through your browser settings.

If we use analytics or advertising services, such as Google Analytics or Google Ads, those services may collect technical and usage information subject to your preferences and applicable law.

For more information, please read our Cookies Policy.

9. How Do We Protect Your Information?

We take reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure.

These measures may include access controls, secure service providers, appropriate system protections and secure payment processing. No method of transferring or storing information is completely secure, so we cannot guarantee absolute security.

You should keep your account credentials confidential and contact us promptly if you believe your account has been accessed without permission.

If a personal data breach occurs, we will take appropriate steps to investigate and respond, including notifying the relevant regulator or affected individuals where required by law.

10. International Transfers

Some of our service providers may process or store personal information outside the United Kingdom. Where personal information is transferred internationally, we will take steps required by applicable data protection law to ensure appropriate safeguards are in place.

11. How Long Do We Keep Your Information?

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including fulfilling orders, maintaining service records, handling complaints and meeting legal, accounting or reporting obligations.

Retention periods vary depending on the type of information and why it was collected. When information is no longer required, we will take reasonable steps to delete it or anonymise it securely, unless we are legally required or permitted to retain it for longer.

12. Your Privacy Rights

Depending on the circumstances, you may have the right to:

• Request access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Ask us to delete personal information where applicable.
• Ask us to restrict how we use your information.
• Object to certain processing, including processing based on legitimate interests.
• Request a copy of certain information in a portable format.
• Withdraw consent where processing is based on consent.
• Object to direct marketing at any time.

These rights are subject to legal conditions and exemptions. We may need to verify your identity before responding. We will respond within the period required by law, normally one month.

To exercise your rights, email admin@velo-care.com.

13. Complaints

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the UK Information Commissioner's Office (ICO):

Website: https://ico.org.uk/

14. Links to Other Websites

Our website may contain links to third-party websites, including social media platforms and review services. We are not responsible for the privacy practices of those websites. Please read their privacy policies before providing them with personal information.

15. Children's Privacy

Our website and services are not intended to knowingly collect personal information from children without an appropriate lawful basis and any necessary permissions. If you believe a child has provided us with personal information inappropriately, please contact us so we can review the matter.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services or legal obligations. The latest version will be published on this page with an updated effective date where appropriate.

17. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact:

VELO CARE LTD
Unit 8 Brookes Hill Industrial Estate
Salisbury Road
Southampton
SO40 2QT

Email: admin@velo-care.com
Telephone: 07780 448182