Hike Customer Privacy Notice
1. Contact Details
You can get in touch with us by email, using the contact provided at the top of the policy.
2. What Information We Collect, Why, and How We Use It
- For service updates or marketing, we collect:
- Location data
- Website or app user‑journey information
- Your email address
- For handling queries, complaints, or claims, we only collect:
- Your email address
3. Cookies
- We use session cookies and similar tools like tags and pixels on both website and mobile app — all aimed at improving your experience.
- These are necessary, short‑lived session cookies that expire within minutes of your leaving the site.
- You’re free to disable cookies, but it might affect your browsing experience.
4. Lawful Bases & Your Rights Under UK Data Protection
Under UK law, we need a “lawful basis” to process your data. Here’s what that looks like for us:
- Service updates or marketing: uses consent. You can withdraw consent at any time.
- Queries, complaints or claims: also uses consent. You still retain all your rights and can withdraw consent.
Your rights include:
- Right of access — ask for copies of the data we hold.
- Right to rectification — correct or delete inaccurate data.
- Right to erasure — request deletion of your data.
- Right to restrict processing — limit how we use your data.
- Right to object — challenge our processing of your data.
- Right of data portability — ask us to transfer your data to another entity.
- Right to withdraw consent where that’s the legal basis for processing.
- We aim to respond to any request within one calendar month.
5. Where We Get Your Personal Information
- All the personal data we handle comes directly from you — whether you’ve submitted it or shared it through your interactions.
6. How Long We Keep Your Information
- We hold your data for as long as you’re in a prospective or active relationship with us.
- After that, we may retain your data for up to six years, unless you ask us to delete it sooner.
- We only keep data longer when needed — either required by law or to handle disputes, prevent fraud, or uphold our terms.
- In certain cases, we may anonymise data (so it can no longer be associated with you) and use it indefinitely for research or statistical purposes.
7. How to Complain
- If you have concerns about how we’re using your personal data:
- Contact us using the email at the top of this privacy notice.
- If you’re still unsatisfied, you can escalate to the Information Commissioner’s Office (ICO) — their details below:
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint