FAQ

Frequently asked questions

Introduction


Cyclister Limited is the UK's leading cycling and motoring retailer, with over 450 stores across the UK and Ireland. Cyclister Autocentres is one of the UK's leading MOT, servicing, brake, repair and tyre specialists, with over 300 locations nationwide.Together, these two organisations operate as “Cyclister, bringing customers unrivalled value and service from a known and trusted brand.As an essential part of our business, we collect and manage customer data. In doing so, we observe all relevant data protection legislation, and are committed to protecting and respecting customers’ privacy and rights. Specifically, Cyclisteracts as “Data Controller” in respect of the information gathered and processed by this website or when customers visit one of our stores or Autocentres.In order that you are reliably informed about how we collect, process, store and share your information, we have developed this Privacy Statement. This Statement also advises how you can have control over our use of your data.ngs and press "Manage Questions" button.




What information do we collect about you?


In general terms, we collect information about you so that we can: fulfil product orders that you may make via this website, which you can subsequently collect from a Cyclister store, or which may be delivered to your home or work; provide services at stores or garages; deliver high-levels of customer care and support; and communicate with you effectively whether this is about your order, or so that you don't miss out on great promotions, offers and helpful reminders. Collecting information from you The information that we collect from our customers is known as “personal data”. This includes customers’ names, home addresses and e-mail addresses. We collect this in a number of different ways. For example, customers may provide this data to us directly when filling in forms on this website, or when corresponding with us by telephone, e-mail or letter. We also take customers’ credit card details: however, we do not save this information on any of our systems. Equally, we do not collect any special category data about our customers (i.e. information about their ethnicity, religion, health etc). Please also be advised that when you visit this website, cookies will be used to collect information about you such as your Internet Protocol (IP) address which connects your computer or mobile device to the internet. We do this so that we can measure our website’s performance and make improvements in the future. Cookies are also used to enhance this website’s functionality and personalisation, which includes sharing data with third party organisations (as described in our Cookies Policy here). You can control this by adjusting your cookies settings. Information sourced from third parties We also use a number of qualified third-party providers in order to gain additional information about our customers so that we can best support them. These providers include: HaynesPro, from whom we collect limited information about customers’ vehicles so that we can identify the make, model and age of their car using Vehicle Registration Numbers, and where appropriate, validate orders for car parts prior to engaging a technician. Additionally, we use this information to provide customers with the most up-to-date and relevant messages regarding their car’s safety, maintenance and upkeep; and a global provider of consumer market data, who enable us to gain improved insight into our customers where appropriate consents and permissions are in place, in order to better understand and anticipate our customers’ needs.




How will we use that information?


We use the data collected from you for the specific purposes listed in the table below. Please note that this table also explains: the lawful basis for processing your data, linked to each processing purpose; in what circumstances your personal data will be shared with a third-party organisation; and for how long we keep customer data.




Your rights


If you would like us to move, copy or transfer the data that we hold about you to another organisation, please contact our Data Protection Officer at dataprotectionofficer@eracu.com Please be advised that this only applies to certain data which has been submitted by you electronically for specific purposes only. Our Data Protection Officer can provide further advice. Rights related to automated decision-making In order that we can understand your interests and preferences - and deliver communications that will be most of interest to you, where you have consented to receive these - we employ profiling techniques (which include automated decision-making) based upon the information that you have provided to us, as well as your purchasing history and engagement with us. We do not believe that these processes have any potential to significantly or negatively affect you i.e. they will not lead to any form of discrimination against you or impact your legal rights. Examples of how we use profiling are as follows: if you only browse cycling products on our website, and have only ever purchased bikes and cycling equipment from us, we are less likely to send you information about car products; if you purchase a child’s car seat from us, we are more likely to send you information about kids’ bikes; if you have provided us with your vehicle registration number, we are more likely to send you reminders about MOTs and other related products and services; and if you do not engage or interact with special offer emails that we send you (even though you will have consented to receive these), we are likely to send you fewer emails than customers who are more actively involved with us. Where we hold a customer’s details, we will also seek to ensure that, as far as possible, we maintain a single composite record of their interactions with us, which may require us to match their different activities. Where customers have indicated that they do not want us to us their data for receiving communications (other than those deemed legitimate), we will use this information purely for anonymised internal analytics and reporting, for example, looking at sales trends which does not identify individual customers. If you do not want us to undertake profiling or matching, you may either: object to the processing of your data (see section 5.5 of this Privacy Statement above); or request that Eracu erases all personal data about you (see section 5.4 of this Privacy Statement above).




Data privacy and security


At Cyclister, we maintain a comprehensive data management work programme, which includes processes for ensuring that data protection is a key consideration of all new and existing IT systems that hold customers’ personal data. Where any concerns, risks or issues are identified, we conduct relevant impact assessments in order to determine any actions that are necessary to ensure optimum privacy. We also maintain an active information security work programme which seeks to protect the availability, confidentiality and integrity of all physical and information assets. Specifically, this helps us to: protect against potential breaches of confidentiality; ensure all IT facilities are protected against damage, loss or misuse; increase awareness and understanding of the requirements of information security, and the responsibility of our colleagues to protect the confidentiality and integrity of the information that they handle; and ensure the optimum security of this website. We recognise that the security of data and transactions on this website is of primary importance. We therefore ensure that all connections to secure parts of the website (such as when you login) are encrypted and authenticated using strong protocols, key exchanges and ciphers.




Card payment security


We are proud to have been awarded the Payment Card Industry Data Security Standard (PCI-DSS), which recognises the robust processes that we apply when handling card transactions from the major card schemes. This independent certification gives our customers assurance that our transactional systems protect your data with appropriate levels of security.




Location tracking


This website only uses geo-location tracking, which shows us where you are in the UK, for specific situations.




Disclaimers


Every effort is made to ensure that the information provided on this website, and in this Privacy Statement, is accurate and up-to-date, but no legal responsibility is accepted for any errors or omissions contained herein. We cannot accept liability for the use made by you of the information on this website or in this Privacy Statement, nor do we warrant that the supply of the information will be uninterrupted. All material accessed or downloaded from this website is obtained at your own risk. It is your responsibility to use appropriate anti-virus software. This Privacy Statement applies solely to the data collected by us, and therefore does not also apply to data collected by third party websites and services that are not under our control. Furthermore, we cannot be held responsible for the Privacy Statements on third party websites, and we advise users to read these carefully before registering any personal data.




Accessibility


We are committed to providing a website in which content is accessible to everyone. We therefore update our website regularly in order to make it as adaptable as possible. For example, users can control the text size of each page within their browser. On a PC, holding the “Ctrl” key while pressing the “+” (plus) key will increase text size, and holding the “Ctrl” key while pressing the “-“ (minus) key will decrease the text size.




General


Questions and comments regarding this Privacy Statement are welcomed, and should be sent to our Data Protection Officer at dataprotectionofficer@Cyclister.com You can also contact our Data Protection Officer if you have any concerns or complaints about the ways in which your personal data has been handled as a result of you using this website. Alternatively, you have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”) who may be contacted at Wycliffe House, Water Lane, Wilmslow SK9 5AF or https://ico.org.uk (for details on how your data will be managed by the ICO, please refer to https://ico.org.uk/global/privacy-notice/





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Cyclister Limited is a company registered in England and Wales with Company Number 11527831.

The Colour Shed Darley Abbey Mills, Darley Abbey, Derby, England, DE22 1DZ

Tel: +44 117 318 0511

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