1. Who are we?
Controller
Cyclexperience Ltd. is the controller and responsible for your personal data.
We have appointed a data privacy manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.
Contact details
Our full details are:
Full name of legal entity: Cyclexperience Ltd. (a company incorporated and registered in England and Wales with company number 04562860).
Email address: datamanager@cyclex.co.uk
Web contact form: cyclex.co.uk/contact
Postal address: Data Privacy Manager, Cyclexperience, Downside Station Car Park, Brockenhurst Rail Station, Brockenhurst, Hampshire, UK, SO42 7TW
Telephone number: 01590 624808
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO) if you are not happy with our response to any request you have made (www.ico.org.uk). We would, however, first appreciate the chance to deal with your concerns before you approach the ICO so please contact us.
2. Important Information
Purpose of this privacy notice
This privacy notice aims to give you information on how Cyclexperience Ltd. collects and processes your personal data through your use of this website, including any data you may provide through this website when you sign up to our newsletter, purchase a product or service or take part in a competition.
This website is not intended for children aged under 16 and we do not knowingly collect data relating to children.
Changes to the privacy notice and your duty to inform us of changes
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
Third-party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
3. What data do we collect about you?
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
- Identity Data includes first name, last name and title.
- Contact Data includes billing address, delivery address, email address and telephone numbers.
- Financial Data includes bank account and payment card details.
- Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
- Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website. We also collect information on the pages you view on our site, the dates and times of these.
- Usage Data includes information about how you use our website, products and services.
- Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
4. How is your personal data collected?
We use different methods to collect data from and about you including through:
- Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
- apply for our products or services (whether in store or online);
- subscribe to our service or publications;
- request marketing to be sent to you;
- enter a competition, promotion or survey; or
- give us some feedback.
- Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
- Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
- Technical Data from the following parties:
- analytics providers such as Google based outside the EU; and
- search information providers such as Affiliate Window based within the EU.
- Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as V12 Finance based outside of the EU.
- Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register based inside the EU.
- When buying in store. When you purchase in store or pay for servicing, we will collect your address and contact details so we can contact you about your purchase or keep you up to date with the progress of a job. We might send you follow up newsletters or send email receipts, with your explicit consent.
- When reading our newsletters. When you open and click on links in our newsletters we collect non-personally identifiable information that we use to monitor and improve our newsletter and analyse trends.
- When you contact us. You can contact us by email or our website contact form. To enable these methods of communication, we will collect personally identifiable information which we will store to enable us to provide the most effective and efficient customer service as possible. You can also call us – we don’t record calls but our phones do display the phone number you are calling from, although we don’t record the number anywhere.
- Via social media. When you use or interact with any of our social media channels (like Facebook and Twitter), we may collect, record and retain certain data regarding your activities on those social media channels, such as the frequency of your visits. For example, if you choose to use the Facebook “like” button to indicate you like any of our pages or apps, or if you tag any of your social media contacts or link to them in any content you post, we will record this information. This is most likely to be non-personally identifiable information but may also include personally identifiable information depending upon your settings on those channels. Any content you put or add on any of our social media channels may be personally identifiable information depending upon the content. We will collect, record and use that content and any other information you provide when putting or adding it to any of our social media channels (including any information that you have permitted those social media channels to share with us or that is allowed by your user settings on those sites).
5. What do we do with your information?
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
- Where we need to perform the contract we are about to enter into or have entered into with you - for example we may need to take your details when quoting for bike repair in order to contact you with the quote.
- Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests for example we may use your purchase history to send you or make available personalised offers.
- Where we need to comply with a legal or regulatory obligation for example in cases of fraud or other criminal activity.
In specific situations we can collect and process your data with consent for example when you tick a box to receive email newsletters. We will always make it clear to you when collecting data which data is necessary. You can withdraw consent at any time by contacting us.
6. Purposes for which we will use your personal data
We have set out below, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
We may process your data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We want to bring you offers and promotions that are relevant to your interests but will only do so if we have a lawful basis on which to contact you, whether it is with your consent, or as a result of a legitimate interest as referred to above. We want to offer you the best value service possible and want you to be happy with what you receive from us, therefore we will make sure you can easily stop receiving communications from us at any time.
Marketing
We may use your Identity, Contact, Technical and Usage Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have opted in to receiving that marketing.
Promotional offers from us
We will get your express opt-in consent before we share your personal data with any company outside our group of companies for marketing purposes.
Third-party marketing
You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Where you opt out, this will not apply to personal data provided to us as a result of a product/service purchase, warranty registration, product/service experience or other transactions.
Third-party marketing
You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Opting out
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.
Cookies
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
You have the right to withdraw consent to marketing at any time by contacting us.
7. Who do we share your information with?
We respect your privacy and will never sell, rent, lease or give away your information to any 3rd party. We may however have to share your personal data with the parties set out below for the purposes set out in the table in the ‘6. Purposes For Which We Will Use Your Personal Data’ paragraph above:
- Internal Third Parties. Cyclexperience has two branches located across the UK south coast. We need to share your information between branches to allow us to operate and provide our various services.
- External Third Parties. We share your information with our essential service providers to allow us to carry out our business functions. Our payment processors will collect and store your credit or debit card information and billing address details. Other non-personally identifiable information may be shared with a 3rd party to analyse browsing trends and visitor statistics.
- Legal Sharing. To comply with legal requests for example under a court order.
- Sharing with law enforcement to protect our customers. If in the case of attempted fraud or other criminal activities, we may be required to disclose your personal information in order to assist with the investigation or prevention of criminal activities.
- Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
- Further information on the parties we share information with is included in section 10.
Purposes for which we will use your personal data
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
International Transfers
We do not transfer your personal data outside the European Economic Area (EEA).
Some of our external third parties are based, or store data, outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
- We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
- Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.
- Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.
8. Data Security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
We take the protection of your data very seriously. From the moment we receive your information we employ several industry standard security measures and features to keep it secured and to prevent unauthorised access.
All pages on our website are secured using the “https” communication protocol, which encrypts transferred information using “transport layer security” (TLS). This applies to regular web pages on our site, as well as our online booking system.
We use TLS to encrypt and protect email traffic transferred between mail servers. We use leading virus protection systems to scan and monitor email messages sent to us.
Additionally, access to your information on our system is password protected.
9. How Long Do We Keep Your Data For?
We will only keep hold of your information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
We may continue to keep your information beyond this if we are legally required to for example to prevent abuse, fraud, or to resolve disputes.
How long will you use my personal data for?
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
In some circumstances you can ask us to delete your data: see ‘Request erasure’ below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
10. Your Legal Rights
Under certain circumstances, you have rights under data protection laws in relation to your personal data.
If you wish to exercise any of the rights set out above, please contact us. You have the right to request a copy of the information that we hold about you and we intend to give you easy and straightforward ways to access, verify and if necessary amend this information. We’ll work our hardest at keeping your information safe and secure all of the time.
11. Novuna Finance
Broker Disclosure
Credit subject to status and affordability. Terms & Conditions Apply. Cyclexperience Ltd is not a
lender. Credit is subject to status and affordability, and is provided by Mitsubishi HC Capital UK PLC.
*******************************************************************************************************************
Complaints
On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with
the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our
contact details are as follows;
Phone: 01590 624808
Email: accounts@cyclex.co.uk
Address: Downside Car Park, Brockenhurst Railway Station, Brockenhurst, Hants SO42 7TW
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but
we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and
investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement,
you may be able to refer the matter to the Financial Ombudsman Service. You must contact them
within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
● Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
● Telephone: 0300 123 9 123
● E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service
website: www.financial-ombudsman.org.uk
*********************************************************************************************************
In-store Web FAQs
Qualifying for Credit
You must:
● Be a minimum of 18 years old
● Be a UK resident of more than 12 months
● Own a personal bank account from which a Direct Debit can be taken
● Be in permanent employment (working a minimum 16 hours per week) / self employed /
retired / on disability allowance / a registered carer / unemployed & ‘house person’ (with
consent of co-habiting working partner)
Frequently Asked Questions
When do my repayments start?
Payments will begin one month after the goods have been delivered.
Can I change my payment date?
Customers can change their payment date once they have received their welcome documents.
Can I make additional payments?
Yes, customers can make additional payments at any time free of charge.
Can I change my Direct Debit details?
Yes, please call our Customer Service team on 0344 375 5500 to discuss this in further detail.
How do I view my balance?
The quickest and easiest way for customers to view their balance is by managing their account online.
Customers can create an account or access a pre-existing account at
https://my.novunapersonalfinance.co.uk/oss2/customer/
Who is eligible to apply for online finance?
To apply for finance, you must be over the age of 18, work at least 16 hours a week, or be retired with
an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12
months or more.
Unfortunately, we are unable to offer finance to residents of Eire. Homemakers aren’t excluded from
applying under their own names; however, the employment details of your spouse / partner will be
required in order to process your application.
Are there any arrangement fees or hidden extras for credit?
No. There are no arrangement fees or hidden extras.
Applying for finance
Applying for finance couldn’t be easier or more convenient. When you buy from us you have the
choice of using finance and our staff will talk you through what is needed to process an application.
The whole process only takes a few minutes and is simple and secure. Once your finance application
is approved, you will then be advised of how to sign the finance agreement and you will also receive
an email confirming these details.
Please read the agreement carefully checking that all the details are correct, then electronically sign
the agreement or print.
Following receipt of your finance agreement and a few additional checks, your purchase can proceed.
How quickly will my finance application be approved?
All finance decisions will be made within seconds. Once you are approved, we will contact you (during
working hours) to finalise your purchase. If you your application is referred Novuna’s Underwriting
Team will review your application and may request some further information from you before making
their decision.
Once my application is approved, what happens next?
Within minutes of your application being approved, you will be presented with the option to e-sign your
agreement.
If you choose to e-sign your agreement, a PDF of your agreement will be displayed on screen. You
should read the agreement carefully before clicking all the relevant sections agreeing to its terms. A
copy of your credit agreement will be emailed to you once the e-signature has been completed.
Once you have agreed to the terms of the finance agreement the retailer will be notified and you need
do nothing more.
Note that products will not be allocated to your order until your completed and signed agreement is
returned and received by Novuna Personal Finance. Shipment of your goods will follow soon after
your agreement has been returned and received.
Will you credit score me and if so, what does this mean?
Credit scoring is the process used by financial services companies to evaluate the credit risk of new
applicants. This technique will be applied to your application for online finance. Credit scoring works
by awarding points for each answer given on the application form such as age, income and
occupation, together with information obtained from credit reference agencies.
This information allows consistent decisions to be provided, ensuring all applicants are treated fairly.
Credit scoring does not discriminate on the grounds of sex, race, religion or disability.
If you decline my application, what is the reason?
In addition to credit scoring, Novuna also takes into account confirmation of your identity, validation of
certain application details, existing commitments and information held at the credit reference
agencies. Though Novuna is unable to provide you with a main reason for declining your application,
it is usually based on one, or a combination of the following:
● Your credit score (please note that every finance company will score you differently)
● Adverse credit reference agency information
● You are considered to be overcommitted
● You are aged under 18
● Your existing account performance with other lenders
What type of information do credit reference agencies hold about me?
Some of the information is public information, for example electoral roll, County Court Judgments and
bankruptcies. Other lenders may also file information about accounts you hold with them for instance
this could include your payment history and outstanding balance on these accounts. Any requests for
credit, where a credit reference search has been undertaken, will also be filed, although the result of
the request is not recorded.
How do I obtain a copy of this information?
Send a request to the relevant credit reference agency, together with details of all addresses at which
you have lived over the last 6 years:
Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF
Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS
TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ
The above listed agencies will provide details of information relating to these addresses. If you believe
that the information is incorrect, you can ask the agency to correct it.
If my application is not successful, can I re-apply?
Yes. We acknowledge that circumstances change and just because a previous application has been
refused, it does not mean that a further request will automatically be turned down. We do suggest
however, that you leave at least 6 months between applications.
What is APR and Rate of Interest?
The ‘rate of interest’ is the cost you will pay each year to borrow the money, expressed as a
percentage rate. It does not reflect fees or any other charges. The ‘APR’ is a broader measure of the
cost of borrowing than the interest rate. The APR reflects the interest rate, and other charges that you
pay to get the loan. The FCA description of any APR is “APR stands for the Annual Percentage Rate
of charge. You can use it to compare different credit and loan offers. The APR takes into account not
just the interest on the loan but also other charges you have to pay, for example, any arrangement
fee. All lenders have to tell you what their APR is before you sign an agreement. It will vary from
lender to lender
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Glossary
Lawful Basis
Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.
Third Parties
Internal Third Parties
Other companies in the Cyclexperience Ltd. Group acting as joint controllers or processors and who are based within the United Kingdom and provide IT and system administration services and undertake leadership reporting.
External Third Parties
- Service providers, acting as processors, based in the UK, France and Belgium, who provide IT and system administration services.
- Professional advisers including lawyers, bankers, auditors and insurers based within the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.
- HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.
Your Legal Rights
You have the right to:
- Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
- Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
- Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
- Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
- Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
- Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
- Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
