1. Who We Are
Trackstand Cycleworks ("Trackstand", "we", "us", or "our") operates a bicycle workshop in Vancouver, British Columbia. We are responsible for personal information under our control and have designated a Privacy Officer to answer questions and handle privacy requests.
2. Information We Collect
We may collect your name, email address, telephone number, address, communication preferences, account credentials, and account history.
When you use our workshop, we may collect information about your bicycle or other service item, including its make, model, year, colour, size, serial number, components, configuration, photographs, ownership details, condition, service history, and intended use.
We may also collect service requests, requested dates, intake information, assessments, estimates, approvals, work performed, parts used, technician notes, status history, invoices, payment or refund status, pickup information, and communications between you and our staff.
If you use a third-party sign-in provider, we may receive an identifier, name, email address, and other information you authorize that provider to share. For passkeys, we store a credential public key and related technical identifiers, not your fingerprint, face image, or other biometric measurement.
We automatically receive limited technical information needed to operate and protect the website, including IP address, browser and device information, session identifiers, security events, and error logs.
Please do not send passwords, complete payment-card details, security codes, or unnecessary sensitive information through email, SMS, or free-text forms.
3. How We Collect Information
We collect information directly from you, from staff acting on your instructions, from devices and browsers used to access the website, and from service providers involved in authentication, communications, document delivery, payment processing, or website operation.
We use essential cookies and similar technologies for authentication, security, preferences, and account functions.
4. Why We Use Information
We use personal information to create and secure accounts; respond to inquiries; manage requests, bookings, intake, estimates, approvals, repairs, invoices, and pickup; maintain service history; communicate about active work; prevent fraud and unauthorized access; diagnose technical problems; improve our services; and meet legal, tax, accounting, insurance, safety, and regulatory obligations.
We will not use personal information for a materially different purpose without further notice or consent unless permitted or required by law.
5. Consent and Communications
By providing information and requesting service, you consent to the reasonable collection, use, and disclosure needed to provide that service. You may withdraw consent where permitted, but doing so may prevent us from completing a request or maintaining related records.
Operational messages about an account, service request, estimate, invoice, safety concern, or completed work are separate from promotional messages. Commercial electronic messages will be sent only where we have the consent or other lawful authority required to do so and will include an unsubscribe method.
6. When We Share Information
We may disclose information to service providers that support hosting, storage, security, authentication, payment processing, email, SMS, document generation, and business operations. We may also share limited information with suppliers or manufacturers when required for a special order, compatibility question, warranty, or product-safety issue.
We may disclose information to professional advisers, insurers, financial institutions, regulators, law-enforcement agencies, or courts where reasonably necessary or legally required.
We do not sell personal information. Service providers are authorized to use information only for the services they provide to us.
7. Processing Outside British Columbia
Some service providers may process or store information outside British Columbia or Canada. Information in another jurisdiction may be accessible to courts, law-enforcement agencies, or regulators under that jurisdiction's laws.
8. Retention
We retain information only as long as reasonably necessary for service history, warranty support, safety records, accounting, tax, fraud prevention, dispute resolution, and legal obligations. When information is no longer required, we delete, anonymize, or securely dispose of it, subject to backup cycles and lawful retention requirements.
9. Security
We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information, including access controls, encrypted communications, restricted administrative access, logging, and backups. No system is completely secure. We will investigate privacy or security incidents and provide notifications where required by law.
10. Your Rights
Subject to lawful exceptions, you may request access to personal information we hold about you, ask how it has been used or disclosed, and request correction of inaccurate information. You may ask us to close your account or delete information that is no longer required, although accounting, safety, warranty, service, and dispute records may need to be retained.
We may need to verify your identity before responding. We will explain any lawful refusal or limitation.
11. Minors
A parent or guardian should submit requests and provide consent where a customer does not have legal capacity to enter the applicable transaction.
12. Changes and Contact
We may update this policy as our practices or legal obligations change. Material changes will be posted with a revised effective date.
To make a privacy request or complaint, contact the Privacy Officer at Trackstand Cycleworks using the contact information published on our website and use the subject line "Privacy Request". If we cannot resolve a concern, you may contact the Office of the Information and Privacy Commissioner for British Columbia.