Established in the 1980’s and based in the great border city of Carlisle, we are one of the largest independent bike stores in the UK stocking some of the sport’s biggest and most innovative brands both online and from our retail store. With industry-leading bikes from the likes of  Specialized and Cannondale plus clothing and accessories from ORTLIEB, ASSOS, Sportful, Five Ten, FOX, Brooks and Castelli to name but a few with many more available.

Church StreetCaldewgate Carlisle CA2 5TL

Scotby Cycles Privacy Policy & Cookies


Scotby Cycles is committed to protecting your privacy and does not sell, trade or lease your personal information to any third party, we wouldn’t want this to ever happen to our own data and so respectfully handle our customers data.

We will use the information that we collect about you in accordance with the General Data Protection Regulation (GDPR) so we can successfully and securely process your order and provide you with after sales service.

Below we will summarize what data we collect about you, how we store this data and why we store this data.

This policy was last updated on May 22nd, 2018.

About Scotby Cycles

Scotby Cycles is a Limited Company registered (No. 04471127) and based in the United Kingdom, whenever you are dealing with Scotby Cycles directly, the ‘controller’ of your personal information will be Scotby Cycles Ltd. Wherever this policy refers to “Scotby Cycles”, “we”, “our” or “us” below, unless it mentions otherwise, it’s referring to Scotby Cycles Ltd.

Our responsibilities

Your right to access

The GDPR gives you the right to access, amend or erase data we hold about you, we aim to complete all requests within 30 days of the initial request were possible.

Please read through this policy prior to asking questions but if you ever want to find out what data we store about you, amend the data we hold on you or request its removal you can contact our data protection officer detailed below with any questions or requests such as;

  • A specific question about how we collect and use your information?
  • Would like us to amend or remove any of the information we hold about you?
  • Would like a copy of the information we hold about you?

Whilst we don’t charge customers when making requests about the data we have about them we reserve the right to do so if the request is excessive or time consuming as it our right to do so.

Communications required by law

We commit to immediately notify you of any data breaches that may have occurred to our systems or the systems of any of our third-party services which we may have shared data with as outlined below.

Should this privacy policy need to be updated in the future we will inform you via email as required by law and if we ever intend to transfer your information outside the EEA (European Economic Area) we will obtain your written permission prior to doing so.

Data Protection Officer

You can contact our data protection officer, Neil, via email at

Or you can put your question in writing to:

FAO: Data Protection Officer
Scotby Cycles Ltd
Church Street

Personal Data

What data we collect

Primarily the type of information we collect is your name, billing and delivery addresses, phone numbers, social media identities and an email address.

We also gather technical information such as your IP address, how visited our website, what device type you were using when you visited our website, if you are using our free Wi-Fi whilst in store then we will collect your devices unique MAC identity and any the name of the device as it is configured to be displayed on a network.

Where we collect this data

We collect this data whenever you interact with us either in store, online or via social media for instance, when you place an order via our website, request a stock notification, book a bike into our workshop for a service, review a product you’ve purchased, like a post on Facebook or email us with a question.

Why we collect this data

This data is required so we can respond to questions you might have, successfully process and deliver your orders.

We record sales and service history, this is part of our legal obligation to maintain a record of sales for accounting and taxation purposes, we use this data for remarketing purposes (only if you have opted into these) and the data is also summarized to help us decisions about our business. Knowing who bought what also enables us to more effectively exercise manufacturer recall notices.

We record analytical information to measure our website traffic and better understand how customers use our services - we then can make decisions for future developments to improve those areas being most frequently used or improve those which need improving.

Regarding our free in-store Wi-Fi network, we log your devices unique MAC identity so we can log the websites and/or applications which your device accessed and your usage by access time, frequency, attempted access of inappropriate material blocked by our content filters so we can take the required steps to block future access.

Who we share this data with and why

As outlined in the overview we will never sell, distribute or lease your data to any third party however to fulfill your orders and provide a level of service we may share data with the following data controllers:

  1. Our payment gateways, Sage Pay (Sage Pay Europe Ltd) for credit/debit card payments and PayPal (PayPal (Europe) S.à r.l.), we provide them with details such as your personal contact information and basket contents/totals when you select them as your payment methods.
  2. Our finance payment provider, V12 Retail Finance Ltd, who we use to offer customers finance payment plans.
  3. In the event you need to make a warranty claim or there is a manufacturer recall we may share your data with the manufacturer or the authorised distributor of the affected products.
  4. We share customer names, delivery data, email addresses and purchase histor with Mailchimp who manage our promotional newsletters, only customers who opt into receiving these will receive these. We do also use Mailchimp to fulfil our communications as required by law such as updates to this policy or to notify you of other important, non-marketing, updates.
  5. We may share some data with Facebook, Instagram and the Google Display Network which allows us to tailor targeted advertising but only for customers who have opted into allowing us to do so.
  6. We share customer data with companies who administer Cycle to Work Schemes such as Cyclescheme, Bikes4Work or Cycle2Work which allow employees of companies enrolled in such schemes the ability make significant savings on new bikes.
  7. We share data with our selected delivery partners, we will also pass on details such as your email address, phone number, name and delivery address to our delivery partners EasyPost, Royal Mail and Parcelforce so that they can deliver your order.
  8. We may share your name, email address and some details about your order with our customer review partner,, so that they can collect customer feedback and reviews on our behalf.
  9. Our customer support emails are managed and stored through Zendesk, Zendesk enables us to better manage and delegate customer support tickets and in turn provide better service to our customers.
  10. We share customer sales data with our loyalty points programme provider, Customer Rewards, this enables them to keep a record of what points you have earned through shopping with us and if those points have been redeemed in exchange for money off your purchases. Customer Rewards is managed and stored by Citrus-Lime Ltd under their own respective privacy policies.

How we protect your data

Our website and its back office administration are all secured by SSL (Secure Sockets Layer) which is the standard security technology for establishing an encrypted communications over the internet. You can check the status of your connection to our site by clicking on the padlock icon (as it is presented by most browser vendors) in your address bar.

Any employee with access to customer data stored in their individual inboxes (for example, support questions, order confirmation emails) must secure their account with Two Factor Authentication, also known as 2FA.

Our customer account information cannot be accessed by employees who do not require access to it with all terminals automatically locked when unattended.

We do not directly collect, store nor can view any of your sensitive financial data such as card numbers when completing a transaction with Scotby Cycles via our payment gateways or in store, we can view only the required data to enable us to complete or refund transactions. This data is secured under their own respective privacy policies linked to below;

V12 Finance:

Our retention of data

We don’t typically store data for any longer than we need it to after our legal obligations as set out by HM Revenue and Customs (HMRC) have been fulfilled which is currently five years.

We may continue to store data for longer than this if we deem it necessary, for example many of our brands offer lifetime warranties on frames or long term guarantees on their products which requires us to retain data for longer.

Customer identifiable data stored in business email accounts (for example, support questions, order confirmation emails) will be retained for no longer than 90 days, however, in some select instances this data might be retained for longer if deemed necessary.

Our Website Cookies Policy

A cookie is a small file of text which we transfer to your hard drive through your web browser, as with most websites, when you visit our website and use certain pages or features on the site, especially when placing an order. It enables our own system to recognise you when you visit our website again and improve our service to you. This information can be used to enhance the content of our website and make your use of it easier. For more information about cookies please visit


When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

- enabling a service to recognise your device so you don't have to give the same information several times during one task
- recognising that you may already have given a username and password so you don't need to do it for every web page requested
- measuring how many people are using services, so they can be made easier to use and there's enough capacity to ensure they are fast

You can manage these small files yourself and learn more about them through Internet browser cookies - what they are and how to manage them.

Our use of cookies

When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, your computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

- recognising that you may already have given a username and password so you don't need to do it for every web page requested
- measuring how many people are using services, so they can be made easier to use and there's enough capacity to ensure they are fast
- analysing anonymised data to help us understand how people interact with govt services so we can make them better

You can manage these small files and learn more about them from the article, Internet Browser cookies- what they are and how to manage them.

Learn how to remove cookies set on your device.

There are two types of cookie you may encounter when using Scotby Cycles :

First party cookies: these are our own cookies, controlled by us and used to provide information about usage of our site.

Third party cookies: these are cookies found in other companies' internet tools which we are using to enhance our site, for example Facebook or Twitter have their own cookies, which are controlled by them.

First party cookies

*Scotby Cycles uses cookies in several places - we've listed each of them below with more details about why we use them and how long they will last.

We will endeavour to let you know before we store a cookie on your computer.

Our Own PERSISTANT cookies

Name Purpose Typical content
_Session This cookie speeds up your experience on our website if you visit us more than once by remembering key information if you have set your browser to allow it. For example your username when logging in, or your preferences when browsing our website. It is an anonymous customer ID cookie, so we do not save any specific data about you at all, just a unique _Session reference number

Cookies set by Scotby Cycles website

Name Purpose Expires
These only last for the session (visit) to our website, and help with your movement through the website, and also let us know if you have visited from a 'Referer' i.e. another website where we may have a link, or an article about us. Expires on exit

Third party cookies

We use a number of suppliers who may also set cookies on their websites' on its behalf. Scotby Cycles do not control the dissemination of these cookies. You should check the third party websites for more information about these.

Provider Name Purpose More Info
Google Analytics _utma
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. They do not contain any personally identifiable information. Google Privacy policy
Add This _atuvc The _atuvc cookie is created and read by our JavaScript on the client side in order to make sure the user sees the updated count if they share a page and return to it before our share count cache is updated. No data from that cookie is sent back to AddThis. Add This privacy

Changes to this privacy policy

If this privacy policy changes in any way, we will place an updated version on this page. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties.

You can use the settings of your browser to block, or delete cookies as you wish. Do please note that blocking cookies may slow down your experience on our website, or cause issues with placing an order, as cookies are often required to help with a smooth checkout process!

If you have any questions about our cookies policy or feedback please contact us on 01228 546931 or via our contact us page link at the top of the page.

Secure Payments from Visa, Mastercard, Maestro, PayPal & V12 Finance
Zesty Framework, Site Design & Integrated Ecommerce ©
Citrus-Lime Limited
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