Privacy Policy

This policy explains what personal information BREAK HARD LTD collects when you use this website or order from us, why we collect it, who we share it with, and what rights you have. We are the data controller for that information.

1. Who we are

Data controller

BREAK HARD LTD (trading as Break Hard)

Company number

17196176 (registered in England & Wales)

Registered office

66 Paul Street, London, EC2A 4NA, United Kingdom

Privacy contact

orders@brakehard.co.uk

Telephone

0800 654 6845

We are registered in the UK and handle personal data under the UK GDPR and the Data Protection Act 2018. We do not have a statutory Data Protection Officer; privacy questions go to the contact above.

2. What we collect and why

We only collect what we need to answer you, quote you, invoice you and get your bike to you.

When you ask us for an invoice or submit an order

• Your name — so we know who we are dealing with and can address the invoice correctly.
• Your email address — to send your invoice, order confirmation, tracking and warranty information.
• Your telephone number (optional) — so we can reach you quickly if there is a question about your build or delivery.
• Your delivery address — to deliver your bike and to work out delivery timing.
• What you told us about your build — the model, whether you personalised it, your design choices, your rider name and number, the order total, and any notes you wrote. We need this to build and invoice exactly what you asked for.
• Your confirmation that you are 18 or over and that you understand the off-road restrictions, and your permission to use your details to quote, invoice and deliver. We need these to comply with our legal obligations and to sell lawfully.

When you ask us to AI-render a custom design

• Your email address — so we can send you the render.
• Your design description — so we can produce the render and understand what you want.

Information we collect automatically

• Basic technical and log information such as your IP address, browser type and the pages you request. Our hosting provider records this to serve the site, keep it secure and diagnose faults.

What we do not do

• We do not collect or store card details. We never ask for them over email, text or phone.
• We do not run advertising, profiling or cross-site tracking.
• We do not sell, rent or trade your personal information to anyone.

3. Our lawful bases

What we do	Lawful basis
Answering your enquiry, producing a render, quoting and invoicing	Steps taken at your request before entering a contract, and performance of the contract with you — UK GDPR Article 6(1)(b)
Delivering your bike, handling returns, warranty and refunds	Performance of the contract — Article 6(1)(b)
Keeping proper accounting and tax records, and defending legal claims	Compliance with a legal obligation and our legitimate interests — Article 6(1)(c) and 6(1)(f)
Keeping the website secure and preventing fraud and abuse	Our legitimate interests — Article 6(1)(f)
Sending you marketing if you have asked for it	Your consent — Article 6(1)(a), which you can withdraw at any time

4. Who we share it with

We share personal information only with the suppliers who help us run the shop. They act on our instructions and are not allowed to use your data for their own purposes:

• Our website host and form provider — the site and the forms on it are hosted by Netlify, which stores and forwards form submissions to us and keeps server logs.
• Our bank and payment providers — to receive your payment and reconcile the order.
• Our delivery and courier partners — the name, address, phone number and order details needed to deliver your bike and provide tracking.
• Our email provider — to send order confirmations, invoices, renders, tracking and replies.
• Our accountants and professional advisers — where necessary for tax and legal compliance.
• Our manufacturing and fulfilment partners — where your build or kit is made or dispatched by a partner on our behalf.
• Our live chat provider — if you use the chat on our site, tawk.to handles the conversation on our behalf and passes your messages to us. The chat does not load until you click it.

We may also disclose information where the law requires it, for example in response to a valid request from a regulator, the police, HMRC or a court.

We never sell your personal information.

5. Transfers outside the UK

Some of our suppliers operate outside the UK, including in the United States. Where personal information is transferred outside the UK, we make sure a lawful safeguard is in place — either the supplier is covered by UK adequacy regulations, or the transfer is protected by the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with an assessment of the risks involved. You can ask us for more detail about the safeguards used for a particular transfer.

6. How long we keep it

Type of record	How long we keep it
Order, invoice and payment records	6 years after the end of the relevant accounting year, to meet HMRC requirements and to deal with any claim under your consumer rights or warranty
Warranty and repair records	Until the end of the warranty period, plus 6 years if the record also supports an accounting or legal claim
Enquiries, quotes and design renders that do not lead to an order	Up to 12 months, then deleted
Marketing consent records	Until you withdraw consent, plus a short period afterwards to make sure we stop contacting you
Server and security logs	As determined by our hosting provider's standard retention, typically a short rolling period

7. Your rights

Under the UK GDPR you have the right to:

• Be informed about how we use your data — that is what this policy is for.
• Access a copy of the personal information we hold about you.
• Rectify information that is inaccurate or incomplete.
• Erase your information in certain circumstances, for example where we no longer need it.
• Restrict how we use it while a concern is being resolved.
• Port information you gave us to another organisation, or to you, in a machine-readable format.
• Object to processing based on our legitimate interests, and to direct marketing at any time.
• Withdraw consent at any time where we rely on consent — this does not affect what we did before you withdrew it.

To exercise any of these, email orders@brakehard.co.uk. We will respond within one month. There is normally no charge. We may need to confirm your identity first, and in some cases the law allows us to refuse or limit a request — if so, we will explain why.

Some rights are limited while we are required to keep records for tax or legal reasons. Where that applies we will tell you.

8. How we protect it

• The site is served over encrypted HTTPS.
• Access to order information is limited to the people who need it to do their job.
• We use reputable hosting, email and payment providers and review their security arrangements.
• We keep the amount of information we hold to a minimum, and delete it when the retention period ends.

No method of transmission over the internet is completely secure. If a breach occurs that is likely to result in a risk to your rights, we will notify you and the Information Commissioner's Office where the law requires it.

9. Cookies

This website does not set advertising, analytics or profiling cookies, and we do not run third-party trackers or advertising pixels. The only third-party service that can store anything on your device is our live chat, and it loads only when you click it. See our Cookie Policy for the detail, including the other third-party services that serve parts of the page.

10. Age limit

Our products are sold to adults only. We ask you to confirm you are 18 or over, and we do not knowingly collect personal information from anyone under 18. If you believe a child has given us their details, contact us and we will delete them.

11. Changes to this policy

We may update this policy to reflect changes in how we work or in the law. The date at the top shows when it was last revised. Where a change is significant we will make that clear on the site.

12. Contact and complaints

Contact us first for anything to do with your data — email orders@brakehard.co.uk or call 0800 654 6845.

If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection:

• Website: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You can also complain at any time to the ICO without contacting us first.