Privacy Big Issue Ebikes

Last updated: 20.12.21

The privacy policy applies to users of Big Issue Ebikes. You can read here about our data protection principles and your rights as a customer.

The data controller is: BIG ISSUE EBIKES BRISTOL LIMITED, 30 Bonville Road, Bristol, BS45QH

in relation to personal data collected through this service.

Our data protection principles

• We process personal data lawfully, fairly and in a transparent manner.
• We will only collect personal data that is relevant to our customer relationship.
• We do not collect more personal data than necessary.
• The personal data we collect is up-to-date and accurate.
• The personal data we collect is erased when we no longer need it.
• The personal data we collect is treated confidentially.
• We never sell personal data to third parties.
• Our customers have a right of access to personal data linked to their customer relationship.
• You can obtain a copy of the data and can choose to have it erased from our systems.

We reserve the right to revise or amend this policy at any time to reflect changes to our business or changes in the law. Where these changes are significant we will endeavour to let you know.

Please note this service is not directed at children under the age of 18 and we do not knowingly collect personal data about children.

What are my rights?

• Right of access and right to data portability.You have the right to obtain information about what personal data we process about you. As a customer, you have created a user profile with us and can log in to the app to see what information we have stored about you. You also have the right to download the information in a machine-readable format so that you can transfer it elsewhere. You can get an overview by contacting us at [e-mail]
• Right to correction and deletion. You may request that we correct information that is incorrect. You may also request that your user profile be deleted. We shall delete profiles when we are able to do so, and where we are unable to do so, we will explain why we need to continue processing your personal data.
• Right to restriction. You have the right to request that the processing of your personal data be restricted, for example if you believe the processing does not comply with applicable laws and regulations, or that the information is wrong.
• Right to withdraw consent.Not all personal data is processed on the basis of your consent. However, it is easy to withdraw any or part of the consent you have granted for the processing of your personal data. Send an email to [e-mail] bike to change your consents.
• Right to objection. You have the right to object to our processing of your information.

How do we use your personal information?

• We collect the following personal information about you: Name and contact information (e-mail, telephone number and address),), account and order history, geo-location data related to the use of the bike, payment information, information about the use of our website and app, and information about your communication with us.

• Rental of Big Issue Ebikes.When you create a user profile and rent a bike from us, we enter into an agreement with you. To fulfill the agreement, we must know who you are. We also need your contact information to send you information about and related to the rental. To manage and operate the service, we also need information about where the bike is located, which we get through GPS tracking of the bike. We can also use such geo-location data when troubleshooting equipment and in connection with the implementation of the rental. To charge for the service, we need your payment information.
• Administration of your user profile and customer relationship.In order to be able to manage our relationship with you, we need to process your personal information including, among other things, to be able to respond to enquiries from you as a customer via our communication channels. We must also be able to check your activity in the Big Issue Ebikes app to respond to enquiries about the service, for example by troubleshooting issues.
• While using Our Application, in order to provide features of Our Application, We may collect,: information regarding your location and pictures and other information from your Device's camera and photo library related to the condition of the bike before and after the rental and where damage has been reported. The information may be uploaded to the Company's servers and/or a Service Provider's server or it may be simply stored on Your device. You can enable or disable access to this information at any time, through Your Device settings – however, disabling them may limit the functionality of the Application and features may not  work as intended.

• Improvement and troubleshooting. We are constantly working to improve our digital solutions. If you contact us to report a bug or make suggestions for improvement, we collect and process your user information, your contact information, and information about your use of our app.

• Customer insight.Your feedback about our services is important to us. Therefore, we conduct market research by taking customer surveys and contacting customers directly to hear what they think about our services. In order to conduct high-quality surveys, we process personal information to select who to contact.

• Development of new and existing services.We also process personal data to identify demand for new products and services and to improve existing products and services.
• We use cookies to give you a better user experience when you use www.bigissue.bike and our app. You can decide for yourself whether you want to allow the use of cookies.

• Sharing of personal information.We share personal information with our partners and suppliers. With our partners, it is relevant to share information that is relevant to the improvement of or the development of new products and services and our partners may share personal information with us in return. With our suppliers, we share information they need to provide goods and services required to provide the service. Our suppliers are consulting companies, marketing and advertising agencies, suppliers of technical services and analysis tools and the like. We may also share your personal data with companies within our group and if we buy or sell our assets. When sharing personal information, we always enter into agreements that restrict the supplier's processing of the personal information, including that the personal information cannot be shared further. We may also share data with relevant research projects in which we participate. Personal data may be disclosed to public authorities upon request, for example when there is a suspicion that a crime has been committed in connection with the use of our services. We will not share or disseminate personal information in any other way than described here. We do not sell your personal information to third parties.

• Legal Basis for Processing personal data. We rely on performance of a contract, consent and legitimate interests as the bases for processing your personal data. Where we rely on consent, we shall ensure this consent is fully informed.
• How is your personal information collected? When you use the app, contact us by email, phone or post, provide payment details, order services, participate in social media functions, take part in a survey, enter into competitions and use the service we may collect, store and use the personal data that you disclose to us. We also collect information about you when you visit and interact with the app through the use of cookies. We may collect technical information about your device, your app interactions, your geo-location data and your IP address.
• How long is the personal information stored? We do not store your personal information longer than necessary. This means, for example, that personal data that we process based on your consent will be deleted, if you withdraw your consent.  We will hold your personal information on our systems for as long as required to provide you with the services you have requested, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements.  We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation with respect to our relationship with you. Personal Information relating to geo-location history is anonymised, normally after three months. We may also collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your usage data to calculate the percentage of users accessing a specific app feature.

• International Data Transfers: Please note that some of our service providers may be based outside of the UK. These service providers may work for us or for one of our suppliers and may be engaged in, among other things, the fulfilment of your request for information and the provision of services or support services. Where we transfer your data to a service provider that is outside of the UK we seek to ensure that appropriate safeguards are in place to make sure that your personal data is held securely and that your rights as a data subject are upheld.  Where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

• Special Category Data: 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 third-party information about criminal convictions and offences. 

Help and contact

• Are you interested in what personal information we have collected about you as a customer, or want to delete something? Please contact us at [e-mail]
• For enquiries regarding our processing of personal data, please contact us by email: [e-mail]
• You also have the right to complain about our processing of personal information to the Information Commissioner’s Office. Read more on https://ico.org.uk/
• Is there anything on this page that is unclear or incorrect? Then we appreciate your feedback.