Privacy Policy

Last updated: 10 August 2026

Drover Cycles (Hay on Wye) Ltd respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our websites, shop with us, hire a bike, use our workshop or café, attend an event, contact us or otherwise use our services.

1. Who we are

Drover Cycles is operated by Drover Cycles (Hay on Wye) Ltd, a company registered in England and Wales under company number 16125118.

Our contact details are:

Drover Cycles (Hay on Wye) Ltd
Forest Road
Hay-on-Wye
Herefordshire
HR3 5DS
United Kingdom

Telephone: 01497 822419
Email: [email protected]

For the purposes of UK data protection law, Drover Cycles (Hay on Wye) Ltd is the data controller of the personal information described in this policy.

2. Information we collect

Depending on how you interact with us, we may collect information including:

• your name;
• postal and delivery addresses;
• email address;
• telephone number;
• account and order information;
• details of products and services you purchase;
• bike hire booking information;
• information required to provide workshop, bike fitting or other services;
• correspondence between you and us;
• marketing preferences;
• information about how you use our websites;
• IP address, browser and device information;
• cookie and analytics information; and
• any other information you choose to provide to us.

Where necessary for particular services, for example bike hire, we may also request information reasonably required to provide the service safely and appropriately.

3. Payment information

Payments may be processed on our behalf by third-party payment providers.

Payment card information entered into a secure payment service is normally processed directly by the relevant payment provider. We do not ordinarily receive or store your complete payment card details.

We may retain transaction information such as the amount paid, payment method, payment status and transaction reference for accounting, customer service and fraud-prevention purposes.

4. How we use your information

We may use your personal information to:

• process and fulfil orders;
• arrange delivery or collection;
• administer bike hire bookings;
• provide workshop and other services;
• process payments and refunds;
• communicate with you about an order, booking or service;
• respond to enquiries;
• administer customer accounts;
• provide customer support;
• manage warranties, returns and complaints;
• prevent fraud and protect our business and customers;
• maintain appropriate business and accounting records;
• improve our websites, products and services;
• understand how our websites are used;
• send marketing communications where permitted; and
• comply with our legal and regulatory obligations.

5. Our lawful bases for processing

Under UK data protection law, we must have a lawful basis for processing personal information.

Depending on the circumstances, we rely on:

Contract – where processing is necessary to supply products or services you have requested or to take steps at your request before entering into a contract.

Legal obligation – where we need to process information to comply with a legal requirement, including accounting and tax obligations.

Legitimate interests – where processing is reasonably necessary for our legitimate business interests, provided those interests are not overridden by your rights. This can include customer service, fraud prevention, website security and improving our services.

Consent – where you have given us consent for a particular purpose, such as certain forms of electronic marketing or non-essential cookies. You may withdraw your consent at any time.

6. Marketing

We may send you information about Drover Cycles products, services, events and offers where you have consented to receive it or where we are otherwise permitted to do so by law.

You can unsubscribe from marketing emails at any time using the unsubscribe link in the message or by contacting us.

Unsubscribing from marketing will not prevent us from sending service messages relating to an order, booking or other transaction with us.

7. Who we share information with

We may share personal information where reasonably necessary with organisations that help us operate our business, including:

• ecommerce and website providers;
• payment processors;
• delivery and courier companies;
• bike hire and booking systems;
• IT, hosting and cloud service providers;
• email and communications providers;
• accounting and professional advisers;
• manufacturers, distributors or warranty providers where necessary to deal with a product or warranty claim;
• analytics and marketing service providers, subject to applicable consent requirements; and
• government, regulatory, law-enforcement or other authorities where required by law.

These organisations may act as processors on our behalf or, in some circumstances, as independent data controllers.

We do not sell your personal information.

8. International transfers

Some service providers we use may process information outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure that it receives the protection required by UK data protection law, for example through an adequacy decision or approved contractual safeguards where required.

9. Cookies and website information

Our websites use cookies and similar technologies.

Some cookies are necessary for our websites to function. Others may help us understand website usage, remember preferences or provide analytics and marketing functionality.

Further information is available in our Cookie Policy.

Where consent is legally required for a cookie or similar technology, we will ask for that consent before using it.

10. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including satisfying legal, accounting and reporting requirements.

Different types of information are therefore retained for different periods.

For example, transaction and accounting records will normally need to be retained for the period required by tax and accounting law, while routine enquiries may be deleted considerably sooner once they are no longer required.

When personal information is no longer required, we will delete or anonymise it where reasonably practicable.

11. Security

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

No internet-based system can be guaranteed to be completely secure, but we work with reputable service providers and take reasonable measures appropriate to the nature of the information we process.

12. Your rights

Depending on the circumstances, UK data protection law gives you rights including:

• the right to be informed about how your information is used;
• the right to request access to your personal information;
• the right to have inaccurate information corrected;
• the right to request deletion of your information in certain circumstances;
• the right to restrict processing in certain circumstances;
• the right to object to certain processing;
• the right to data portability in certain circumstances; and
• rights relating to certain forms of automated decision-making.

You may also withdraw consent at any time where we rely on consent as the lawful basis for processing.

These rights are subject to certain legal conditions and exemptions.

To exercise a data protection right, please contact us using the details above.

13. Complaints

If you have concerns about how we use your personal information, please contact us first and we will try to resolve them.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection.

14. Other websites

Our websites may contain links to websites operated by other organisations. We are not responsible for the privacy practices of those websites and recommend reviewing their privacy information separately.

15. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology or legal obligations.

The current version will be published on our website with the date of the latest update.