Privacy policy

Oakmond Group Pty Ltd (ABN 28 687 140 307) trading as Brisbane Bike Rental, 5/8 Lambert Road, Indooroopilly QLD 4068 (“we”, “us”). This policy explains how we handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). It covers brisbanebikerental.com.au (in every language version), brisbanebikehire.com (which redirects here), our online bookings and shop, our rider app, and our workshop.

1. What we collect

When you contact us or send a form

Our rental, service and general enquiry forms collect your name, email address and phone number, plus whatever you tell us about your request — for example the plan, start date and hire length you're interested in, the service you need, or your message. The forms also record which language version of our website you used, so we can reply in a way that suits you. If you phone, text, email or WhatsApp us, we keep the details of that conversation.

When you book a hire

Bookings are made in our own booking system (we call it BBR OS), whether you book on this website, in our rider app, by phone or in the shop. It records your name, email address, mobile number, date of birth, address, country and residency or visa type (which sets your e-bike deposit), what kind of riding you do, the bikes and dates you book, your rental agreement, and your payments and deposit.

Card payments are taken by Stripe. You enter your card into Stripe's secure card form; we never see or store your full card number. At booking we charge the first week's rent (or the day hire) and the refundable security deposit — the deposit is charged at booking, not held as a pre-authorisation, and refunded after the bike is returned in good condition. If you save a card for your weekly payments, Stripe keeps it and we charge it only as set out in the payment authority you agree to when you save it.

We ask for a photo of your ID — a driver licence (Australian or overseas) or a passport — which you can upload on your booking page or in the app, or show us at pick-up. We use it to confirm who is hiring and that the person hiring is 18 or over, and we may record your ID details on your rental agreement. Only our team can see it. In some cases we may ask for additional identification before we hire a bike.

When you use our rider app

• Signing in: we send a one-time sign-in code to your email or mobile (by SMS).
• Location (optional): sharing your location is your choice, and you can turn it off any time in the app. While it is on, the app sends your location every few minutes while it is open. A help request or van call-out always includes your location so we can find you. We use your location only for your safety, to send help or our van, and to find a lost or stolen bike, and only our team sees it. We keep only your latest location: it is deleted within 7 days, within 24 hours if it came with a one-off help request or call-out while sharing was off, and straight away when you turn sharing off. Where a finished call-out took place is deleted after 30 days.
• Photos and reports: ID photos, and photos and reports you send about the bike, are kept with your hire.
• Notifications: if you allow push notifications, your phone's browser gives us a notification address so we can send reminders about payments, your hire ending, call-outs, rewards and help requests. You can turn them off in the app or in your phone's settings.
• Free coffee: when you redeem your daily free coffee at Panda & Co. Indooroopilly, the café staff see your name and the date on your screen.
• Workshop bookings and payments: workshop jobs, hire changes and call-outs you book in the app are recorded with your hire and charged to your saved card.
• Hall of Fame: riders who reach a year with us are thanked by first name and last initial on our in-shop screen — tell us if you'd rather not be shown.

When you buy from our shop

Online purchases are paid through Stripe Checkout. Stripe collects your payment details directly; we receive your name, email address, phone number, what you bought, and any pickup note you add, so we can prepare your order and arrange pickup. We never see your full card number.

When you use our website

We use Google Analytics to understand how people use our website. It records things like the pages you view, the site that referred you, your device and browser, your approximate location (city level) and when you tap our phone, email, WhatsApp or “book” buttons or send a form (it records that a form was sent, not what you wrote). If you arrive by clicking one of our Google Ads, Google records the ad click so we can see whether our advertising leads to enquiries and bookings. We also use the Meta Pixel for our Facebook and Instagram ads: it tells Meta when a page is viewed and when a booking, enquiry or tap on our phone or WhatsApp button happens (with the booking amount, but not your name, email or phone number), so Meta can measure our ads and show them to people likely to be interested.

Our website is hosted by Netlify, whose servers keep standard technical logs (such as IP address, browser type and the pages requested) for security and reliability. If you choose a language, your browser remembers it on your own device so we can show the right version next time — this stays in your browser and isn't sent to us.

2. Why we use it

We use your information to answer your enquiries; take and manage bookings, hires, repairs and orders; check your ID and that the person hiring is 18 or over; process payments, deposits and refunds; look after the bikes you hire (servicing, breakdowns, call-outs, returns) and keep you safe on the road; deal with lost, stolen or damaged equipment under your rental agreement; keep business, tax and accounting records; and improve our website and advertising. We may also let you know about offers relevant to your hire (for example our 12-week bonus or rent-then-buy credit). You can ask us to stop marketing messages at any time.

We don't sell your personal information.

3. Cookies and analytics

Google Analytics and Google Ads use cookies and similar technologies (for example the _ga cookie and an ad-click identifier) to recognise return visits and measure which ads and pages lead to enquiries. We link our Google Analytics and Google Ads accounts so our ads can report those results. The Meta Pixel uses Meta cookies (for example _fbp) in the same way for our Facebook and Instagram ads. Some pages also load content from other services: our contact page shows an embedded Google Map, our fonts are loaded from Google Fonts, and our booking pages load Stripe's secure card form. These services may receive your IP address and browser details when the page loads.

You can control this: block or clear cookies in your browser settings, install the Google Analytics opt-out browser add-on, change how Google personalises ads at Google's My Ad Center, or manage Meta's use of website activity for ads in your Facebook or Instagram settings (Accounts Centre → Ad preferences). Our website still works if you do.

4. Who we share it with

We only share personal information with people who help us run the business, and only as much as they need:

• Railway (United States) — hosting for our booking system (BBR OS) and rider app.
• Stripe — card payments for hires, deposits, workshop jobs and shop orders, and saved cards.
• Resend and Twilio (United States) — sending our emails, sign-in codes and text messages.
• Browser push services (for example Apple, Google or Mozilla) — delivering app notifications, if you turn them on.
• Panda & Co. Indooroopilly — sees your name and the date when you redeem a free coffee.
• Netlify (United States) — website hosting and our enquiry forms.
• Google (United States) — Analytics, Ads, Maps, Fonts, and our business email.
• Meta Platforms (United States and Ireland) — the Meta Pixel, for measuring our Facebook and Instagram ads.
• WhatsApp (Meta) — only if you choose to message us there.
• Our accountant and professional advisers, and our insurer if there's a claim.
• Police, government agencies or courts, where we are required or authorised by law — for example if a hired bike is stolen.

5. Overseas storage

Because the services above are run by international companies, your information may be stored or processed outside Australia — including in the United States and the European Union. We choose established providers with their own privacy and security commitments.

6. Keeping it safe, and for how long

We take reasonable steps to protect personal information from misuse, loss and unauthorised access — for example by using reputable providers, secure (HTTPS) connections and limiting who on our team can see customer records. We keep information only as long as we need it for the purposes above, including the periods Australian law requires us to keep business and tax records, and then delete or de-identify it.

7. Seeing or correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by contacting us (details below). We'll respond within 30 days. We may need to confirm your identity first, and in limited cases the law allows us to decline a request — if so, we'll tell you why.

8. Questions and complaints

If you have a question or a concern about how we've handled your information, please contact us first so we can fix it. We'll aim to respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) on 1300 363 992.

9. Changes to this policy

We may update this policy as our services change. The date at the top shows when it was last updated.

10. Contact us

Brisbane Bike Rental — Oakmond Group Pty Ltd
5/8 Lambert Road, Indooroopilly QLD 4068
Email: hello@brisbanebikerental.com.au
Phone: +61 481 401 678

This policy is provided in English. If you'd like help understanding it in your language, message us and we'll explain.