Privacy policy
Privacy & Customer Information
Privacy Policy
Last updated: 18 August 2026
Your Information. Handled With Care.
We believe you should be able to understand what information Cooly Bikes may handle, why we use it and what choices you have.
This Privacy Policy explains how Michael Groome trading as Cooly Bikes may collect, use, store and share personal information when you shop with us, visit our website, contact the Cooly Crew, use our services or otherwise interact with the business.
Privacy-law requirements can depend on the circumstances and activities of a business. Regardless of the particular legal requirements that apply in any situation, Cooly Bikes aims to handle personal information responsibly and transparently.
What Do You Want to Know?
What information? Information We Handle ↓ Marketing & tracking? Marketing & Privacy ↓ Want to make a request? Your Privacy Choices ↓Personal Information
What Information We May Handle
The information we handle depends on how you interact with Cooly Bikes. We do not necessarily collect every type of information listed below from every customer.
Customer & Order Information
This may include information such as:
- name
- email address
- phone number
- billing and shipping address
- products purchased
- order history and order value
- discounts
- returns and refunds
- tracking information
- invoices and receipts
- subscription information
- relevant transaction information
Cooly Bikes does not routinely collect customer date of birth or age through the normal customer journey.
Payment Information
Payments may be processed through providers such as Shopify Payments, PayPal, Afterpay, Klarna, Zip, Square or other payment services available for a transaction.
Cooly Bikes may receive limited transaction or payment information made available by the relevant provider.
Cooly Bikes staff do not have access to complete card numbers, CVVs or full payment credentials through the ordinary customer-order process.
Warranty, Registration & Ownership
We may handle information connected with:
- bike registration
- warranty
- ownership
- proof of purchase
- bike model
- serial number
- photos or videos
- assessment information
- warranty history
Bike registration and a warranty claim are separate processes. Warranty enquiries and claims are handled through warranty@coolybikes.com.
Servicing & Repairs
When you use Cooly servicing or repair support, information may include your contact details, bike details, service or repair history, mechanic notes, invoices and information reasonably required to assess or perform the service.
Customer Support
If you contact us by email, phone, live chat, social media or another support channel, we may handle the information you provide so we can respond, investigate an issue and provide customer support.
This may include messages, order information, photos, videos or other material relevant to your enquiry.
Photos, Video & Customer Content
Material supplied for warranty, repairs, troubleshooting, freight damage, servicing or customer support is provided for that purpose.
Support and warranty content is not automatically marketing content.
Where appropriate, Cooly Bikes will seek permission or consent before customer material is reused outside its original context for advertising or marketing.
Collection & Use
How We Collect & Use Information
Personal information may reach Cooly Bikes through different customer interactions and business systems.
- our Shopify store and checkout
- forms and subscriptions
- phone enquiries
- Tidio live chat or chatbot-assisted interactions
- social media
- Cooly Crew HQ and showroom interactions
- warranty enquiries
- bike registration
- servicing and repairs
- returns and refunds
- competitions, promotions or partnerships
- process and fulfil orders
- process transactions
- arrange delivery and tracking
- provide customer support
- manage warranty, servicing and repairs
- manage returns and refunds
- operate and improve our website
- analyse website and customer activity
- prevent or investigate fraud and security issues
- measure marketing and advertising performance
- send marketing where permitted and appropriate
- maintain business and legal records
- comply with applicable obligations
Marketing & Customer Choice
Marketing Communications
Cooly Bikes uses email and SMS to communicate with customers and subscribers where the applicable signup, consent, customer relationship and legal requirements allow us to do so.
Promotional Marketing
Omnisend is used as Cooly Bikes' primary email and SMS lifecycle platform.
Marketing eligibility can depend on the relevant form, signup method, campaign, subscription status, consent wording and system settings.
You Can Opt Out
You can opt out of promotional communications using the unsubscribe method provided with the relevant marketing communication.
Marketing opt-out does not prevent us from sending necessary non-promotional messages about matters such as your order, delivery, warranty, servicing or customer support.
Unsubscribing from marketing also does not automatically delete every customer or transaction record we may legitimately need to retain.
Abandoned Cart & Checkout
Where permitted by the applicable customer relationship, consent settings and system configuration, Cooly Bikes may use relevant shopping or checkout activity to send reminders or customer-journey communications.
Competition Entries
Information provided to enter a competition, giveaway or promotion may be used to administer that activity.
Any marketing subscription depends on the relevant campaign wording, consent mechanism and applicable settings.
Website Privacy
Cookies, Analytics & Advertising
Our website and connected services may use cookies, pixels, tags and similar technologies for purposes such as website functionality, analytics, measurement, browsing insights, advertising performance, personalisation, retargeting and advertising audiences.
Our current digital environment may include services associated with Google and Meta, including analytics, measurement, advertising, the Meta Pixel, Meta Conversions API and related audience functionality.
Relevant website or customer activity may be used to understand how the website is used, measure campaign performance, retarget previous visitors, build relevant audiences or identify audiences with similar characteristics.
Where website privacy or consent controls are made available, those controls can be used to manage the choices available through the Site.
Using service providers, analytics tools or advertising platforms for legitimate business purposes does not mean Cooly Bikes sells its customer database.
Live Chat
Chat & AI-Assisted Support
Cooly Bikes uses Tidio for live chat and chatbot or AI-assisted functionality.
Information you provide through chat may be used to respond to questions, provide support and assist with the customer experience.
We do not describe this functionality as making significant automated decisions about customers where that has not been established as part of the verified implementation.
Service Providers
When Information May Be Shared
Cooly Bikes uses service providers and business partners where reasonably necessary to operate the business, provide products and services, communicate with customers and support our website and operations.
The information involved depends on the provider, the service being performed and what is reasonably required for that purpose.
Data Handling
Overseas Processing & Business Systems
Overseas Processing
Some service providers used by Cooly Bikes may store, process or access personal information outside Australia.
The location and nature of that processing can depend on the particular provider and service.
We do not assume that every service provider receives every category of customer information or that every interaction involves an overseas transfer.
Internal Records & Exports
Information may also be handled through approved business systems or working records such as spreadsheets, Google Sheets, Google Drive, reports, approved business devices and email-based reports where reasonably required for business operations.
Personal information is therefore not necessarily held permanently and exclusively inside Shopify.
Security & Retention
How We Look After Information
Reasonable Safeguards
Cooly Bikes uses reasonable operational and technical measures intended to protect customer information.
Depending on the system, these may include measures such as:
- multi-factor authentication
- individual user logins
- role-based permissions
- password-management practices
- device protection
- removal of access when staff or contractor engagements end
- security and backup features provided by relevant platforms
No business or technology system can guarantee perfect security or that unauthorised access will never occur.
How Long Information May Be Kept
Cooly Bikes does not apply one universal retention period to every category of personal information.
Information may be retained for as long as reasonably required for its purpose and for relevant:
- legal requirements
- accounting and taxation records
- transaction records
- fraud-prevention purposes
- warranty and servicing records
- disputes
- regulatory requirements
- business recordkeeping
Where information no longer needs to be retained, Cooly Bikes aims to delete or de-identify it where appropriate and reasonably practicable.
Customer Control
Your Privacy Choices
If you want to ask about personal information connected with you, contact us at connect@coolybikes.com.
We may need to verify your identity where appropriate before providing, correcting or acting on personal information.
Access My Information
You can contact us to ask what personal information Cooly Bikes holds about you.
The information that can be provided and the process involved may depend on the circumstances and applicable requirements.
Correct My Information
If personal information connected with you is inaccurate or needs updating, contact us and we can review the appropriate correction.
Ask About Deletion or Anonymisation
You can ask us about deleting or anonymising personal information connected with you.
Some information may need to be retained for legitimate legal, accounting, taxation, transaction, fraud-prevention, warranty, servicing, dispute, regulatory or other business-recordkeeping purposes.
Unsubscribe From Marketing
Use the available unsubscribe mechanism in the relevant marketing communication to opt out of promotional messages.
This does not prevent necessary service or transactional communication.
Make a Privacy Enquiry or Complaint
If you have a privacy question or concern about how Cooly Bikes has handled personal information, contact us and explain the issue.
We will review the matter, involve relevant team members, service providers or advisers where appropriate, and respond based on the circumstances and applicable requirements.
Contact Cooly About PrivacyOther Privacy Information
More About How We Handle Information
Cooly Bikes' normal customer journey is not structured around intentionally collecting personal information directly from children.
Where a minor is involved in a customer interaction, relevant information would normally be provided or managed by a parent or guardian.
Cooly Crew HQ uses security cameras for security and related operational purposes.
The system records video and audio, and signage is displayed at the premises.
Customer telephone calls to Cooly Bikes are not recorded.
If Cooly Bikes becomes aware of a security or data incident, we may take steps including internal escalation, securing or containing the affected environment, investigating the issue and involving relevant providers or advisers where appropriate.
Customers and regulators will be notified where notification is required by applicable law.
Not every security or data incident automatically requires customer or regulator notification.
Where privacy requirements in another jurisdiction apply to a particular customer interaction or to Cooly Bikes' handling of personal information, relevant obligations and customer requests will be addressed in accordance with the applicable requirements.
If you are outside Australia and have a privacy question relating to your information, contact connect@coolybikes.com.
We may update this Privacy Policy from time to time to reflect changes to our practices, systems, services or applicable legal and regulatory requirements.
The current version will be published on this page with the applicable last-updated date.
Privacy Support
Contact Cooly Bikes About Privacy
If you have a privacy enquiry, want to make a request or have a concern about personal information, contact the Cooly Crew.
Email Cooly Bikes
connect@coolybikes.comUse this email for privacy access, correction, deletion or anonymisation enquiries and privacy concerns or complaints.
Email the Cooly CrewCooly Bikes
Michael Groome trading as Cooly Bikes
ABN 35 066 508 105
Beach House Plaza
Shop 11
52–58 Marine Parade
Coolangatta QLD 4225
Australia
Gold Coast roots. Australia-wide support.