1. About this policy
This Privacy Policy explains how Rixer and Bokhari Group Pty Ltd (ACN 669 577 422), trading as Volar Bikes (we, us, our), of 70 Victoria Street, Richmond VIC 3121, collects, uses, stores and discloses your personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
If you have any questions, contact us at info@volarbikes.com or +61 422 514 662.
2. What we collect
We may collect the following personal information:
- Identity and contact details — your name, phone number, email address and residential address.
- Identity verification documents — such as a driver licence or passport, where we require these to verify who you are before a rental.
- Payment and banking details — payment card or bank transfer details, bond payments, and payment history.
- Rental and membership records — your rental agreement, contract details, VIP membership tier, equipment allocated to you, and service history.
- Communications — messages you exchange with us by WhatsApp, SMS, email, phone or social media, including written variations to your rental agreement.
- Location data — the current or last-known location of the tracking device fitted to our equipment while it is hired to you (see section 4).
- Website and enquiry data — information you submit through our website quote form and basic website analytics.
3. Why we collect it
We collect, hold and use personal information to:
- provide, administer and improve our rental, sales and membership services;
- verify your identity and assess rental applications;
- process payments, bonds and refunds, and recover amounts owing (including through debt collection agencies as permitted by our terms);
- protect our equipment, prevent and investigate theft, and recover lost or stolen equipment;
- maintain and service equipment and meet our safety obligations;
- communicate with you about your rental, membership, or enquiries;
- comply with our legal obligations; and
- send you information about our services and offers (you can opt out at any time).
4. Tracking and location data
Our rental e-bikes are fitted with tracking devices that report the location of the equipment through a third-party location network while it is on hire. Only the current or most recent known location of the equipment is available; neither we nor our tracking provider retain a history of the equipment's movements. We use location data only for asset protection, theft prevention, and the recovery of our equipment.
Location data may reveal the movements of the person in possession of the equipment. To comply with our privacy obligations and to prevent misuse of location data (including the unlawful surveillance or tracking of any person), we do not disclose location data to customers or to any other person, other than to law enforcement, or as otherwise required or authorised by law.
Because only the latest known location is available, we do not hold historical location records. Any location information we access in the course of recovering equipment is retained only for as long as needed for that purpose (for example, where it forms part of a police report).
5. Who we share it with
We may disclose personal information to:
- service providers that help us run our business — including our tracking platform, payment processors, IT and data storage providers, and messaging platforms;
- debt collectors or debt collection agencies, where amounts are owing under your rental agreement;
- our professional advisers (lawyers, accountants, insurers);
- law enforcement, courts or government agencies, where required or authorised by law; and
- any person with your consent.
Some of our service providers (such as tracking, messaging or data storage platforms) may store data outside Australia. Where they do, we take reasonable steps to ensure your information is handled consistently with Australian privacy law.
6. Storage and security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including access controls on our systems and secure storage of physical documents. We retain personal information only for as long as it is needed for the purposes described in this policy or as required by law, and then take reasonable steps to destroy or de-identify it.
7. Access, correction and complaints
You may request access to, or correction of, the personal information we hold about you by contacting info@volarbikes.com. We will respond within a reasonable time.
If you believe we have breached your privacy, please contact us first and we will investigate and respond. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
8. Changes to this policy
We may update this policy from time to time. The current version will always be available at volarbikes.com.