Last updated: 8 September 2026

Tour De Forest respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with, how long we keep it and the rights you have under UK data protection law.

This policy applies when you:

• visit our website;
• make an enquiry;
• make or manage a booking;
• hire an e-bike or other equipment from us;
• contact us by telephone, email, WhatsApp or another communication method;
• use our breakdown or rescue service;
• participate in a promotion or marketing activity; or
• otherwise provide personal information to Tour De Forest.

Tour De Forest is an e-bike rental business operating in and around the New Forest.

For the purposes of UK data protection law, the data controller is:

Tour De Forest Ltd
Company number: 16781750

Registered office:
36 St Thomas Street, Lymington, SO41 9NE

Email:
bookings@tourdeforest.co.uk

Telephone:
07962 711 616

If you have any questions about this Privacy Policy or how we use your personal information, please contact us using the details above.

The information we collect depends on how you interact with us.
It may include the following.

2.1 Identity Information

This may include:

• name;
• title;
• date of birth or age where relevant;
• details needed to establish rider eligibility; and
• information from photographic identification where required at handover.

Where we inspect identification, we will not retain more information from it than is reasonably necessary for the purpose for which it is required.

We may collect:

• home address;
• billing address;
• delivery or accommodation address;
• email address;
• mobile or telephone number;
• campsite, lodge, pitch or accommodation details; and
• emergency or alternative contact information where appropriate.

We may collect information relating to your booking, including:

• booking reference;
• dates of hire;
• number of e-bikes or other items hired;
• rider information;
• delivery and collection location;
• special requests;
• booking amendments;
• cancellation information;
• correspondence relating to the booking; and
• details of equipment supplied.

Payments may be processed on our behalf by third-party payment providers.

We may receive information such as:

• payment status;
• payment amount;
• transaction reference;
• card type;
• limited card information such as the last four digits; and
• information relating to refunds, deposits or disputed transactions.

We do not normally receive or store your complete payment card number or security code where payment is processed through an authorised payment provider.

Where a security deposit is required, we may process information relating to:

• deposit payments or authorisations;
• deposit refunds;
• deductions;
• damage assessments;
• repair or replacement costs; and
• correspondence concerning the deposit.

We may request photographic identification, such as a driving licence or passport, where reasonably necessary to:

• verify the identity of the lead booker;
• confirm age;
• prevent fraud or theft; or
• protect our rental equipment.

Unless there is a legitimate reason to retain a copy, we will normally seek to verify identification rather than retain a complete copy of the document.

Where a copy or record does need to be retained, it will be kept securely and only for as long as reasonably necessary.

At handover and collection we may take photographs or make records of:

• the e-bike;
• equipment supplied;
• serial or identification numbers;
• existing marks or damage;
• condition at return; and
• damage discovered following a hire.

These records help us manage the hire agreement, resolve disputes and protect both Tour De Forest and the customer.

Photographs will normally focus on the equipment rather than the customer.

If you contact our breakdown or rescue service, we may process location information supplied by you.

This may include:

• a WhatsApp location pin;
• What3Words location;
• Forestry England waymarker;
• GPS location;
• road or car park;
• nearby landmark; or
• another location description.

We use this information to locate you and provide assistance.

We do not intend to continuously track customers or e-bikes through customers’ mobile phones.

Location information supplied during a rescue will only be used for appropriate operational, safety, record-keeping or incident-management purposes.

If an accident, theft, breakdown, injury or other incident occurs, we may collect information including:

• details of what happened;
• date and location;
• photographs;
• witness details;
• third-party details;
• vehicle registration information;
• police crime or incident numbers;
• insurance information; and
• communications relating to the incident.

In some circumstances this information may include health information, for example where an injury has occurred.

We will only process such information where there is an appropriate legal basis for doing so.

We may retain communications between you and Tour De Forest, including:

• emails;
• telephone notes;
• website enquiries;
• booking messages;
• SMS messages;
• WhatsApp messages;
• complaints; and
• customer-service correspondence.

This helps us administer bookings, provide support and keep an appropriate record of our interactions with customers.

When you use our website, certain technical information may be collected automatically.

This can include:

• IP address;
• browser type;
• device type;
• operating system;
• pages visited;
• approximate geographic location;
• referring website;
• time spent on pages; and
• website usage information.

The website may also use cookies and similar technologies.

Information about the cookies used on our website and the choices available to you is provided separately through our Cookie Policy and cookie-consent system.

If you choose to receive marketing communications from Tour De Forest, we may process:

• your name;
• email address;
• communication preferences;
• previous interactions with us; and
• information about whether marketing communications have been opened or interacted with, where supported by our systems.

You can unsubscribe from marketing communications at any time.

We only use personal information where we have an appropriate reason and lawful basis to do so.

We may use your information for the following purposes.

We use personal information to:

• process bookings;
• take payment;
• reserve equipment;
• arrange delivery and collection;
• communicate with you about your booking;
• provide hired equipment;
• process deposits and refunds;
• manage amendments and cancellations; and
• provide breakdown support.

Our primary lawful basis for this processing is that it is necessary to enter into or perform our contract with you.

We may use your information to:

• answer enquiries;
• provide assistance;
• resolve problems;
• manage complaints;
• respond to feedback; and
• communicate about a booking.

Depending on the circumstances, our lawful basis will normally be:

• performance of our contract with you; or
• our legitimate interests in providing good customer service and managing our business.

We may use information to:

• verify customer identity;
• manage deposits;
• record equipment
• condition;
• investigate missing or damaged equipment;
• investigate suspected fraudulent bookings;
• prevent theft; and
• recover money properly owed to us.

Our lawful basis will normally be our legitimate interests in protecting our business, customers and property.

Where processing is necessary for performance of the rental contract, we may also rely on the contractual basis.

We may process information where necessary to:

• provide breakdown or rescue assistance;
• respond to an accident;
• protect the safety of customers or other people;
• communicate with emergency services;
• report an incident to an insurer;
• investigate an accident or claim; or
• establish, exercise or defend legal claims.

The lawful basis will depend on the circumstances and may include:

• performance of our contract;
• legitimate interests;
• compliance with a legal obligation; or
• protection of someone’s vital interests in an emergency.

Where special-category information such as health information is involved, we will only process it where an additional legal condition permits us to do so.

We may use or retain personal information where necessary to:

• comply with tax and accounting requirements;
• keep legally required business records;
• respond to lawful requests from regulators or public authorities;
• cooperate with police or law-enforcement authorities;
• comply with court orders; or
• establish, exercise or defend legal rights.

Our lawful basis is normally compliance with a legal obligation or our legitimate interests in protecting our legal position.

We may use appropriately limited customer and booking information to:

• understand demand;
• improve our services;
• analyse business performance;
• improve delivery areas and operations;
• improve the website; and
• understand customer experience.

Our lawful basis will normally be our legitimate interests in operating and improving Tour De Forest.

Where practical, we may use anonymised or aggregated information for these purposes.

We may send marketing communications where we have an appropriate legal basis to do so.

Depending on the circumstances, this may be based on:

• your consent; or
• another basis permitted by applicable electronic marketing and data-protection law.

You can withdraw consent or unsubscribe from marketing at any time by:

• using the unsubscribe option within a marketing email; or
  contacting us at bookings@tourdeforest.co.uk.

Stopping marketing communications will not prevent us from sending you necessary service messages about an existing booking.

We do not sell customer personal information.

We may share information with trusted organisations where reasonably necessary for the purposes described in this policy.

These can include the following.

22.1 Website and Booking Providers

Providers that host, operate or support our:

• WordPress website;
• booking system;
• website forms;
• email systems; or
• customer-management tools.

Payment processors may process personal and payment information to:

• take hire payments;
• process security deposits;
• issue refunds; and
• prevent payment fraud.

These providers operate under their own security and regulatory obligations.

We may use suppliers providing:

• website hosting;
• cloud storage;
• email;
• data backup;
• cybersecurity;
• analytics; and
• other IT services.

They may process limited personal information on our behalf where necessary to provide those services.

Where you communicate with us using third-party services such as WhatsApp, your information may also be processed by that service provider under its own privacy terms.

Where necessary, we may share information with:

• our insurer;
• insurance broker;
• solicitor;
• accountant;
• financial adviser; or
• another professional adviser.

This may occur in connection with an accident, theft, damage, claim, dispute, accounting requirement or other legitimate business matter.

We may disclose information to:

• police;
• emergency services;
• courts;
• regulators;
• tax authorities; or
• other public bodies

where required or permitted by law, or where reasonably necessary to protect people or property.

If appropriate following a breakdown, accident or equipment issue, we may provide limited information to a recovery, repair or service provider where necessary to resolve the issue.

If Tour De Forest Ltd or substantially all of its business or assets is sold, merged or reorganised, relevant customer information may form part of that transaction.

Any recipient would be required to handle personal information appropriately and in accordance with applicable data-protection law.

Some technology, payment, website, communication or cloud-service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate safeguards required by UK data-protection law are in place.

These safeguards may include:

• use of countries recognised as providing an adequate level of data protection;
• approved contractual safeguards; or
• another lawful international-transfer mechanism.

We do not intend to keep personal information for longer than reasonably necessary.

The period for which information is retained depends on:

• why it was collected;
• whether we need it to perform a contract;
• accounting and tax requirements;
• potential legal claims;
• fraud prevention;
• insurance requirements; and
• whether an unresolved complaint, dispute or incident exists.

As a general approach:

Booking and transaction records

We may keep core booking, payment and accounting records for up to six years after the end of the relevant financial year or transaction, where appropriate for tax, accounting or legal-record purposes.

Routine customer communications

Routine communications that do not need to form part of the permanent booking record may be deleted sooner once they are no longer required.

Equipment photographs and damage records

These will normally be retained only for as long as reasonably necessary to complete the hire and deal with any related dispute, damage claim, chargeback or insurance matter.

Identification information

Where identification is merely checked at handover, we do not normally need to retain a full copy.

Where information is retained for fraud prevention, theft investigation, insurance or another legitimate reason, it will be deleted when no longer required.

Accident, theft and insurance records

These may need to be retained for longer where relevant to an insurance claim or potential legal proceedings.

Location data

Location details supplied for a breakdown or rescue will not normally be retained independently once they are no longer necessary, unless they form part of an incident, insurance or customer-service record.

Marketing information

We may retain marketing preferences while you remain subscribed.

If you unsubscribe, we may retain a minimal suppression record so that we know not to send further marketing to that address.

Tour De Forest e-bikes may only be ridden by people aged 14 or over, and riders aged 14–17 must be accompanied and supervised in accordance with our Terms & Conditions.

A booking must be made by an adult aged 18 or over.

Where information concerning a rider aged under 18 is required to administer a booking, we will aim to collect only the minimum information reasonably necessary.

We do not intentionally use information about child riders for unrelated marketing purposes.

We take reasonable organisational and technical measures to protect personal information from:

• unauthorised access;
• loss;
• misuse;
• disclosure;
• alteration; and
  destruction.

Measures may include:

• password-protected systems;
• access controls;
• secure payment providers;
• appropriate device security;
• software updates;
• secure cloud services; and
• limiting access to personal information to people who need it for legitimate business purposes.

No internet or electronic storage system can be guaranteed to be completely secure, but we take reasonable steps appropriate to the nature of the information we process.

Depending on the circumstances, UK data-protection law gives you rights concerning your personal information.

These may include:

Right of access

You can ask us for a copy of personal information we hold about you.

Right to rectification

You can ask us to correct inaccurate personal information or complete information that is incomplete.

Right to erasure

In certain circumstances, you can ask us to delete your personal information.

This right is not absolute and, for example, we may need to keep information to comply with a legal obligation or defend a legal claim.

Right to restrict processing

In certain circumstances, you can ask us to restrict the way we use your personal information.

Right to object

You may have the right to object to certain uses of your information, particularly where processing is based on legitimate interests.

You can object to direct marketing at any time.

Right to data portability

In certain circumstances, you can ask for information you supplied to us to be provided in a structured, commonly used and machine-readable format or transferred to another organisation.

Right to withdraw consent

Where we rely specifically on your consent, you may withdraw that consent at any time.

Withdrawal does not affect processing that was lawful before consent was withdrawn.

To exercise a data-protection right, contact:

bookings@tourdeforest.co.uk

or telephone:

07962 711 616

We may need to confirm your identity before providing personal information or acting on a request.

You will not normally be charged for exercising your rights.

We will respond within the time limits required by applicable data-protection law.

Tour De Forest Ltd does not currently intend to make decisions about customers solely through automated processing where those decisions produce legal or similarly significant effects.

If this changes, we will update this Privacy Policy as required.

Our website may contain links to third-party websites or services.

Tour De Forest Ltd is not responsible for the privacy practices of independent third parties.

Customers should review the privacy information provided by those organisations where appropriate.

Our website uses cookies and similar technologies.

Cookie use, analytics and consent preferences are dealt with separately through the Tour De Forest Cookie Policy and cookie-consent mechanism.

Please refer to that policy for details of the cookies used and how to manage your preferences.

We may update this Privacy Policy from time to time, including where:

• our services change;
• we introduce new technology;
• our suppliers change;
• our processing activities change; or
• data-protection law or regulatory guidance changes.

The latest version will be available on our website and will show the date on which it was last updated.

Where a change materially affects how we use existing personal information, we will take appropriate steps to bring that change to the attention of affected individuals.

If you have concerns about how Tour De Forest Ltd handles your personal information, we would appreciate the opportunity to investigate and resolve the issue first.

Please contact:

Tour De Forest Ltd
Email: bookings@tourdeforest.co.uk
Telephone: 07962 711 616

You also have the right to complain to the UK supervisory authority for data protection, the Information Commissioner’s Office (ICO).

For privacy enquiries or requests concerning your personal information:

Tour De Forest Ltd
Company number: 16781750

36 St Thomas Street
Lymington
SO41 9NE

Email: bookings@tourdeforest.co.uk
Telephone: 07962 711 616

Tour De Forest
Your New Forest adventure, delivered.