Privacy Policy for Surlybiked

At Surlybiked (“we,” “us,” or “our”), we are committed to protecting the privacy and personal information of our website visitors, customers, and users (“you” or “your”). This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you visit our website (www.surlybiked.com), purchase our EBikes (including Touring, Trail, Pavement, and Haulin models), engage with our customer service, or interact with any of our online services. By using our website or services, you consent to the practices described in this Privacy Policy.

1. Information We Collect

We may collect two types of information about you: personal information (information that identifies you individually) and non-personal information (information that does not identify you).

1.1 Personal Information

We collect personal information that you voluntarily provide to us, including but not limited to:

  • Contact Information: Name, email address (e.g., your email when you contact us at [email protected]), phone number, shipping address, and billing address.
  • Account Information: Username, password (encrypted), and account preferences if you create an account on our website.
  • Payment Information: Credit card details, debit card information, or other payment method details (note: we do not store full payment card information ourselves; this is processed and stored by our third-party payment processors, who adhere to industry security standards like PCI DSS).
  • Purchase and Order Information: Details about the EBikes you purchase (e.g., model, quantity), order history, and order status.
  • Communication Information: Content of emails, messages, or calls you send to us (e.g., questions about products, support requests) to respond to your inquiries and improve our services.
  • Marketing Preferences: Information about whether you opt in to receive marketing communications (e.g., newsletters, product updates) from us.

1.2 Non-Personal Information

We may automatically collect non-personal information about your use of our website, including:

  • Technical Information: IP address, browser type and version, operating system, device type (e.g., smartphone, laptop), and internet service provider.
  • Usage Data: Pages you visit on our website, time spent on each page, links you click, search queries entered, and the date and time of your visits.
  • Cookies and Tracking Technologies: We use cookies (small text files stored on your device) and similar technologies (e.g., web beacons, pixel tags) to collect non-personal information. Cookies help us improve website functionality, personalize your experience, and analyze user behavior. You can manage cookie preferences through your browser settings (note: disabling certain cookies may affect the performance of our website).

2. How We Use Your Information

We use your personal and non-personal information for the following purposes:

  • Fulfill Orders and Provide Services: Process your purchases, ship your EBikes, send order confirmations and tracking updates, and handle returns or exchanges.
  • Customer Support: Respond to your questions, concerns, or requests (e.g., via email at [email protected], phone, or website messages) and provide technical support for our products.
  • Improve Our Website and Products: Analyze usage data to enhance website navigation, optimize product offerings (e.g., refining Touring, Trail, Pavement, or Haulin EBike features based on user feedback), and develop new services that meet your needs.
  • Marketing and Promotions: Send you personalized marketing communications (e.g., newsletters, product launches, special offers) if you have opted in to receive them. You can unsubscribe from these communications at any time (see Section 5 for details).
  • Account Management: Maintain and secure your account, update you on account activity, and ensure compliance with our Terms of Service.
  • Legal and Security Purposes: Protect against fraud, unauthorized access, or other illegal activities; comply with applicable laws, regulations, or legal requests; and resolve disputes.

3. How We Disclose Your Information

We do not sell, rent, or trade your personal information to third parties for their own marketing purposes. We may disclose your information only in the following circumstances:

  • Third-Party Service Providers: We share your information with trusted third parties who assist us in operating our business, such as:
  • Payment processors (e.g., PayPal, Stripe) to process your payments securely.
  • Shipping and logistics providers (e.g., UPS, FedEx) to deliver your EBikes.
  • Email service providers to send order updates or marketing communications (if you opt in).
  • Analytics tools (e.g., Google Analytics) to analyze website usage (these tools may collect information in accordance with their own privacy policies).

These third parties are required to protect your information and use it only for the purposes we specify.

  • Legal Requirements: We may disclose your information if required by law (e.g., a court order, subpoena) or to comply with government regulations.
  • Business Transfers: In the event of a merger, acquisition, sale of assets, or other business transaction, your information may be transferred to the new owner or entity (who will be bound by this Privacy Policy).
  • Consent: We may disclose your information with your explicit consent (e.g., sharing your contact details with a partner for a joint promotion, if you agree).

4. How We Protect Your Information

We take reasonable and industry-standard measures to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction. These measures include:

  • Technical Security: Encryption of sensitive data (e.g., payment information), secure socket layer (SSL) technology for website communications, and firewalls to prevent unauthorized access to our servers.
  • Administrative Security: Access controls (e.g., unique passwords, role-based permissions) to limit who can access your information, and employee training on privacy and data security.
  • Physical Security: Secure storage of physical records (if any) and protection of data centers where digital information is stored.

While we strive to protect your information, no security system is 100% secure. We cannot guarantee absolute security, but we will take prompt action to address any security breaches in accordance with applicable laws.

5. Your Rights and Choices

You have the following rights regarding your personal information, subject to applicable laws:

  • Access and Correction: You can access, review, and update your personal information by logging into your account on our website or contacting us at [email protected].
  • Opt-Out of Marketing: You can unsubscribe from marketing communications by clicking the “unsubscribe” link in any promotional email we send, or by emailing us at [email protected] with your request. Unsubscribing will not affect non-marketing communications (e.g., order confirmations, customer support messages).
  • Data Deletion: You may request the deletion of your personal information, except where we are required to retain it by law (e.g., for tax or order records) or to fulfill a contractual obligation (e.g., processing a return). To request deletion, contact us at [email protected].
  • Withdraw Consent: If you previously consented to the collection or use of your information for a specific purpose, you can withdraw your consent by contacting us—though this may affect our ability to provide certain services (e.g., processing your order).

To exercise any of these rights, please contact us at [email protected] with your full name, contact information, and a clear description of your request. We will respond to your request within a reasonable timeframe (as required by law).

6. Children’s Privacy

Our website and services are not intended for children under the age of 13 (or the applicable age of majority in your jurisdiction). We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child without parental consent, we will delete that information promptly. If you believe your child has provided us with personal information, please contact us at [email protected].

7. Third-Party Websites and Services

Our website may contain links to third-party websites (e.g., social media platforms, partner brands) or use third-party services (e.g., payment processors). This Privacy Policy does not apply to these third parties—we are not responsible for their privacy practices or content. We encourage you to review the privacy policies of any third-party websites or services you visit.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make changes, we will revise the “Last Updated” date at the top of this policy and post the updated version on our website. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information. Your continued use of our website or services after the updated policy is posted constitutes your acceptance of the changes.

Last Updated: 2025.10.09

9. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us at:

We will respond to your inquiry as soon as possible.