THE QUICK ANSWER

MotoEbikes Ltd is responsible for the personal information described in this policy. We collect only the information reasonably needed to operate our website and showroom, answer enquiries, arrange test rides, process orders and reservations, register road-legal motorcycles, introduce customers to finance providers, provide workshop and warranty support, deliver purchases, keep the premises secure and meet our legal obligations.

We do not sell your personal information. We send email marketing only where you have consented or where the law otherwise permits it, and you can unsubscribe at any time.

ON THIS PAGE

1

WHO WE ARE

MotoEbikes Ltd, trading as MotoEbikes, is the controller of the personal information described in this policy. This means we decide why and how that information is used.

Our website and store are intended for customers in the United Kingdom. Online purchases, test-ride bookings and direct enquiries must be made by someone aged 18 or over. Where a motorcycle is intended for a younger rider, a parent or guardian must deal with us and provide any information required.

2

INFORMATION WE COLLECT

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

• Identity and contact details: name, title, address, delivery or collection address, email address, telephone number and account details.
• Order and transaction details: products, reservations, deposits, order history, invoices, refunds, payment status and communications about a purchase.
• Motorcycle and registration details: make, model, registration number, VIN or frame number, number-plate information, mileage, service history, DVLA forms or correspondence, proof of address, date of birth, driving-licence information and insurance information where needed.
• Test-ride details: preferred motorcycle and date, age or date of birth, driving-licence type and validity, riding experience, emergency-contact information and any accessibility or health information you choose to provide because it is relevant to arranging the test ride safely.
• Finance information: contact and identity information, address history, date of birth, employment, income, affordability information, bank statements, payslips, identification documents, finance applications, lender correspondence and credit decisions where MotoEbikes receives or retains them.
• Workshop and warranty information: motorcycle details, registration and VIN, mileage, service and repair history, diagnostics, parts fitted, fault descriptions, photographs, videos, collection or delivery address, invoices, warranty claims and manufacturer or distributor correspondence.
• Website and device information: IP address, browser, device, operating system, approximate location derived from IP, pages viewed, referring page, dates and times, clicks, session information and cookie or similar technology identifiers.
• Communications: emails, contact forms, WhatsApp messages, SMS messages, Facebook or Instagram messages, social-media interactions, notes from telephone calls and other correspondence. Calls are not recorded.
• Content you provide: reviews, testimonials, photographs, videos and social-media content that you ask or permit us to use.
• CCTV information: images and audio captured at our showroom, workshop and entrance.

You normally provide information directly to us. We may also receive limited information from Shopify, payment providers, finance providers, manufacturers or distributors, delivery partners, social-media platforms and other service providers where this is necessary to complete your request or provide our services.

3

HOW AND WHY WE USE YOUR INFORMATION

Data-protection law requires us to have a lawful reason for each use of personal information. Depending on the activity, we rely on one or more of the following:

We use personal information to:

• operate our website, customer accounts, online store, physical showroom and workshop;
• answer questions and provide model, stock, delivery, licence, warranty, servicing and ownership information;
• create and manage accounts, orders, reservations, deposits, payments, refunds and collections;
• arrange test rides and verify age, identity, driving entitlement and relevant insurance requirements;
• complete road-legal motorcycle registration, number-plate and associated administration;
• introduce customers to finance providers and manage related records, regulatory requirements and complaints;
• provide workshop, diagnostic, repair, parts, transport and warranty support;
• communicate service, appointment, order, test-ride and workshop updates;
• send email marketing where permitted and manage unsubscribes;
• publish reviews or customer content with permission;
• analyse and improve website performance and customer experience;
• protect our customers, staff, premises, stock and systems;
• prevent and investigate fraud, misuse, theft, security incidents and legal claims; and
• comply with law, regulators, courts and lawful requests from public authorities.

Where information is necessary to complete a purchase, register a motorcycle, arrange finance, verify eligibility or fulfil another service, we may be unable to proceed if you do not provide it.

4

OUR WEBSITE, SHOPIFY AND COOKIES

Our store is hosted by Shopify. Shopify processes personal information when you visit our website, create an account, interact with the store or make a purchase. Shopify may process information in the United States, Canada, Singapore and other countries in which Shopify or its service providers operate.

Shopify Network Intelligence is enabled. This allows Shopify to use customer information from interactions with our store together with information from interactions with Shopify and other Shopify merchants to provide enhanced services, such as fraud protection, analytics, personalisation, product improvement, store performance and advertising-related services. Other merchants cannot directly access our customer information. Shopify acts as an independent controller for the information it processes for these enhanced services.

You can read Shopify’s Consumer Privacy Policy for more information about Shopify’s processing and privacy choices.

We use cookies and similar technologies for:

• Essential functions: security, checkout, basket, accounts, preferences and core store operation.
• Analytics and performance: understanding how visitors use the site and improving performance.
• Personalisation: remembering preferences and improving the relevance of content and products.
• Advertising and measurement: measuring campaigns and, where enabled and consented to, supporting relevant advertising through platforms such as Google and Meta.

Non-essential cookies and similar technologies are used only in accordance with the choices made through our cookie banner. You can change those choices through the cookie-preference control on our website. For more information, read our Cookie Policy.

Our Shopify store currently uses or may use Shopify Search & Discovery, Matrixify and the Shopify Claude Connector App. These services may process store, device, order or customer information to the extent necessary for their functions and permissions. We review app access and remove access that is no longer needed.

5

ORDERS, RESERVATIONS, PAYMENTS AND REGISTRATION

When you buy or reserve a motorcycle, part or accessory online, in our showroom, by telephone or through a payment link, we use your information to confirm availability, process the transaction, take a deposit, create an invoice, arrange delivery or collection, provide customer service, prevent fraud and keep accounting records.

Payments available at checkout may include Shopify Payments, Shop Pay, card networks, digital wallets and PayPal where enabled. Payment providers process payment credentials under their own privacy information and security arrangements. MotoEbikes does not normally receive or store your complete card number or card security code.

For road-legal motorcycles, we may collect and retain identity, proof of address, date of birth, driving-licence, registration, VIN, number-plate, DVLA and insurance information where required to prepare, register, hand over or support the motorcycle and to meet legal or contractual obligations.

Orders may come through our online store, our physical shop, Facebook and Instagram, or Google and YouTube sales channels. When you interact through a third-party platform, that platform may also process your information under its own privacy policy.

6

TEST-RIDE BOOKINGS

When you book an electric motorbike test ride, we may collect your name, email address, telephone number, model of interest, preferred date, age or date of birth, driving-licence type and validity, riding experience, emergency-contact information and any relevant accessibility or medical information you choose to provide.

We use this information to assess eligibility, plan the appointment, select a suitable motorcycle, meet insurance and safety requirements, contact you if arrangements change and respond appropriately in an emergency.

Your driving licence is normally viewed at the showroom to verify your identity and entitlement. We do not retain a copy solely for an ordinary test ride. A copy or further licence information may be retained separately where required for a road-registration, finance, insurance, fraud-prevention or legal purpose.

Health and accessibility information is voluntary and should be provided only where relevant to arranging the test ride safely. Because health information receives extra protection under data-protection law, we normally rely on your explicit consent to use it. You can withdraw that consent, although doing so may mean we cannot safely offer or continue the test ride.

Test-ride bookings and enquiries must be made by someone aged 18 or over.

7

FINANCE AND INSURANCE

MotoEbikes Ltd is an Appointed Representative of The Compliance Guys Ltd, which is authorised and regulated by the Financial Conduct Authority. MotoEbikes Ltd acts as a credit broker, not a lender. Further information is available on our electric motorbike finance page.

Depending on the finance route, you may provide initial contact details to MotoEbikes and complete the full application on a finance provider’s website, or MotoEbikes may collect or retain information connected with the application. This can include identity documents, driving-licence information, address history, date of birth, employment, income, affordability information, payslips, bank statements, application forms, lender correspondence and credit decisions.

We use finance information to make requested introductions, assist with an application, meet regulatory and record-keeping duties, prevent fraud, respond to enquiries or complaints and establish or defend legal claims. Finance providers may conduct identity, fraud, affordability and credit checks and may use credit-reference or fraud-prevention agencies. They act under their own privacy notices and may make automated assessments. MotoEbikes does not make solely automated decisions that produce legal or similarly significant effects about whether you receive credit.

We may receive commission from a lender if finance is arranged. This commercial relationship does not change how we protect personal information.

MotoEbikes may provide a link to Bikesure for motorcycle insurance. You enter your information directly on Bikesure’s website. MotoEbikes does not send your insurance application information to Bikesure merely because you follow that link. Bikesure’s own privacy policy applies once you use its website.

8

WORKSHOP, SERVICING AND WARRANTY

When you request servicing or repairs, our online form may collect your name, contact details, address, motorcycle make and model, registration number, VIN or frame number, mileage, service history, fault description, photographs, videos, collection or delivery address and payment or invoice information.

The workshop form uses Google Forms. Responses are stored in Google Drive and notification emails are sent to authorised MotoEbikes personnel so that the request can be assessed and managed.

We keep service, diagnostic, repair, parts, warranty and motorcycle records to carry out the work, maintain a service history, provide aftercare, support product safety, process warranty claims, communicate with manufacturers and distributors, manage transport, comply with accounting and consumer obligations and establish or defend legal claims.

Warranty information, photographs, videos, serial numbers, VINs, diagnostics and related correspondence may be shared with the relevant manufacturer, UK distributor, parts supplier, transport provider or technical specialist where necessary to assess or resolve a claim.

9

EMAIL MARKETING, REVIEWS AND SOCIAL MEDIA

We use Omnisend to manage email marketing, subscriber preferences, email delivery, campaign measurement and unsubscribes. We send promotional email only where you have consented or where applicable law permits us to contact an existing customer about similar products or services and gives you a clear opportunity to opt out.

You can unsubscribe at any time using the link in an email or by contacting [email protected]. We may keep a minimal suppression record after you unsubscribe so that we respect your choice and do not add you back accidentally.

WhatsApp, SMS, telephone and Facebook or Instagram messages are used for customer service, enquiries, order updates, test rides, workshop matters and other requested communications, not for routine promotional marketing. Those conversations may be retained as part of the relevant customer, order, test-ride or workshop record.

We may invite customers to leave a Google review or provide a testimonial. Where you provide photographs, videos, a testimonial or social-media content for publication, we will use it only with your permission and in line with any agreed context. You can ask us to stop using content in future, although this may not always remove copies already printed, lawfully shared or archived.

When you interact with MotoEbikes on Facebook, Instagram, Google or YouTube, those platforms also process information under their own privacy policies and settings.

10

CCTV AND AUDIO RECORDING

CCTV operates at our showroom, workshop and entrance. The system captures video and audio. We use CCTV to protect customers, staff, visitors, vehicles, motorcycles, equipment and premises; deter and investigate theft, damage, fraud, misconduct and safety incidents; and establish, exercise or defend legal claims.

Our lawful basis is our legitimate interest in security, safety, incident management and protecting property and legal rights. Access is limited to authorised MotoEbikes employees and, where necessary, relevant service providers, insurers, professional advisers, law-enforcement bodies or courts.

CCTV recordings are normally deleted after 30 days. Relevant footage may be retained for longer where it is needed to investigate an incident, respond to a request, deal with a complaint, support an insurance matter or establish or defend a legal claim.

11

WHO WE SHARE INFORMATION WITH

We share personal information only where reasonably necessary and permitted by law. Recipients may include:

• Shopify and its affiliated companies, subprocessors and enhanced-service providers;
• payment processors, banks, card networks, digital-wallet providers and fraud-prevention services;
• Omnisend for email marketing and subscriber management;
• Google for forms, Drive, analytics, YouTube, product listings, advertising and related services where used;
• Meta for Facebook and Instagram sales-channel, messaging, measurement and advertising services where used;
• Shopify apps and authorised technology providers, including Shopify Search & Discovery, Matrixify and the Shopify Claude Connector App, within their permissions;
• finance providers, The Compliance Guys Ltd, credit-reference agencies, fraud-prevention agencies and relevant regulatory or complaint-handling bodies;
• manufacturers, UK distributors, warranty administrators, parts suppliers, technicians and technical specialists;
• MotoEbikes employees and authorised contractors who need information to perform their duties;
• MotoEbikes delivery staff, independent motorcycle transport providers and parcel couriers;
• accountants, auditors, lawyers, insurers, IT and security providers and other professional advisers;
• law-enforcement bodies, regulators, courts, public authorities or other parties where disclosure is required or permitted by law; and
• a prospective buyer, investor or adviser if we sell, reorganise or transfer all or part of the business, subject to appropriate confidentiality and legal safeguards.

We require service providers handling information for us to use it only for authorised purposes, protect it appropriately and comply with applicable data-protection obligations.

12

INTERNATIONAL TRANSFERS

Some of our service providers operate or store information outside the United Kingdom. Our Shopify customer-data hosting location is currently shown as the United States, and Shopify and its providers may also process information in Canada, Singapore and other countries. Google, Meta, Omnisend and other technology providers may also process information internationally.

Where personal information is transferred outside the UK, we rely on a lawful transfer mechanism where required, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses or another legally recognised safeguard. You may contact us for more information about the safeguards relevant to your information.

13

HOW LONG WE KEEP INFORMATION

We keep information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, warranty, safety, fraud-prevention, complaint-handling and claims requirements. Our normal retention periods are:

We may retain a record for longer where law requires it, a dispute or investigation is active, a safety issue is unresolved, a warranty or finance obligation continues, or the record is needed to establish, exercise or defend legal claims. Secure backups may persist for a limited period before routine deletion or overwriting.

14

YOUR DATA-PROTECTION RIGHTS

Depending on the circumstances and the lawful basis used, you may have the right to:

• ask whether we hold your personal information and receive a copy;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information in certain circumstances;
• ask us to restrict how information is used;
• receive certain information in a portable format or ask for it to be sent to another organisation;
• object to processing based on legitimate interests;
• object at any time to direct marketing;
• withdraw consent at any time, without affecting processing that was lawful before withdrawal; and
• ask for information about safeguards used for an international transfer.

To exercise a right, email [email protected] or write to the address in section 1. Please describe what you are asking for and provide information that allows us to identify the relevant record. We may ask for reasonable proof of identity before disclosing or changing information.

We normally respond within one calendar month. The period may be extended where permitted for a complex request, in which case we will explain why. A right may not apply in every situation, and lawful exemptions may allow or require us to retain information.

15

DATA-PROTECTION COMPLAINTS

If you are concerned about how we have handled personal information, please email [email protected] with the subject line Data protection complaint, write to our registered address or use our Complaints Procedure.

We will provide a clear route for raising the complaint, acknowledge receipt within 30 days, take appropriate steps to investigate and respond without undue delay, keep you informed where appropriate and tell you the outcome.

You also have the right to complain to the Information Commissioner’s Office. We would appreciate the opportunity to resolve the matter first. You can find complaint information at ico.org.uk.

16

CONTACT US ABOUT PRIVACY

For a privacy question, rights request or data-protection complaint:

Email: [email protected]

Telephone: 01483 570253

Post: MotoEbikes Ltd, Unit H, Perram Works, Merrow Lane, Guildford, England, GU4 7BN

CHANGES TO THIS POLICY

We may update this policy when our services, systems, suppliers or legal obligations change. The current version will be published on this page with its review date. Where a change materially affects how we use personal information, we will take reasonable steps to draw attention to it.

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