Privacy policy
We are a bike shop, not a data company. We collect the information we need to sell you a bike, fix your bike or answer your question, and not much else. Here is what we hold, why, and what you can do about it.
Who we are
Butternut Bikes Ltd, 143 Crouch Hill, Crouch End, London N8 9QH, company number 12639530. We are the data controller for the information described here. For anything privacy related, email [email protected] or call 020 8347 5534.
What we collect and why
- Orders. Your name, address, email, phone number and what you bought, so we can deliver it, send you the receipt, handle any warranty claim and keep the accounting records the law requires. Card payments are handled by our payment provider (WooPayments, run by Stripe and WooCommerce); we never see your full card number.
- Contact, test ride and quote forms. What you type, so we can reply. Test ride and quote requests are also kept on our website so we do not lose them.
- Service bookings. Bookings go through Hubtiger, a workshop booking system, which holds your name, contact details and bike details so we can text and email you quotes and tell you when the bike is ready.
- In the shop. Our till system records sales and, if you give it, your name and contact details, so we can find your receipt, look up what we fitted last time and handle warranties.
- Cycle to Work. The scheme provider sends us your voucher or certificate with your name and employer on it. We keep it with the sale record.
- Email, WhatsApp and phone. If you message us we keep the conversation so we remember what we promised you.
- The Bike-Bot. Our AI chatbot runs on Zapier. Conversations are stored there so we can see what it got wrong and improve it. Please do not type anything personal into it; it does not need your details to tell you about cargo bikes.
Our legal bases for this are performing a contract with you (orders, bookings, warranties), our legitimate interest in running a shop and answering people who contact us, and our legal obligations around tax and accounting.
Cookies and analytics
The site uses Google Analytics and Google Ads measurement to understand which pages people look at and whether our advertising works, Google Maps for the map, Algolia to power the search box, and occasionally embedded Instagram posts and Google reviews. These set cookies and send some technical information (such as your IP address and browser) to those companies. Our cookie policy lists them in detail and lets you change your settings. We are very happy to receive presents of actual cookies or biscuits.
Who we share it with
Only who we need to: couriers (APC and, for same day London deliveries, Addison Lee) get your name, address and phone number; manufacturers get your details if we register a bike or make a warranty claim for you; Hubtiger, Zapier, Google, Algolia, Stripe, WooCommerce, our till system and our accountants process data for us under their own contracts and privacy terms. We do not sell or rent your details to anyone, and we do not currently send a newsletter. If we ever start one you will be asked first.
How long we keep it
Sales and workshop records are kept for six years after the end of the tax year, because HMRC says so and because bike warranties run for years. Enquiries that do not turn into a sale are deleted after about two years. You can ask us to delete things sooner (see below), except where we have to keep them.
Your rights
You can ask us what we hold about you, ask us to correct it, ask us to delete it, object to how we use it, or ask for a copy to take elsewhere. Email [email protected] and we will sort it within a month. If you are unhappy with how we have handled your data you can complain to the Information Commissioner’s Office at ico.org.uk, though we would appreciate the chance to put it right first.
Security
The site runs over HTTPS, payments are handled by a specialist provider, and access to our systems is limited to the people who work here. No system is perfect, and if something ever went wrong that affected you we would tell you.
Children
We sell a lot of kids’ bikes, but we deal with the grown-ups. We do not knowingly collect information from anyone under 16 online.
Changes
If we change this policy we will update this page and the date below. Last updated 30 October 2026.