Privacy Policy

Last updated: 2 July 2026

This Privacy Policy explains how NOVELO PTY LTD ("NOVELO", "we", "our" or "us") collects, uses, stores and shares personal information when you use the NOVELO mobile app, website, rental services, sales services, repair services and related customer services.

NOVELO operates an e-bike rental, sales and repair business in Melbourne, Australia.

1. Who we are

Business name: NOVELO PTY LTD

Store: NOVELO EBIKE BRUNSWICK

Address: Shop 1 / 8 Hope St, Brunswick VIC 3056, Australia

Email: info@novelocycle.com.au

Phone / WhatsApp: +61 435 902 431

2. Information we collect

We may collect personal information when you use our app, website, booking forms, rental services, payment services, repair services or customer support channels.

Account and contact information

This may include your name, email address, phone number, account login details and communication preferences.

Booking and rental application information

When you make a booking or apply for an e-bike rental, we may collect information needed to assess, prepare and manage your rental. This may include your selected vehicle type, rental plan, booking date, rental history, customer notes, and information relevant to bond assessment or rental eligibility.

Identity and supporting documents

For rental applications, we may ask you to provide supporting documents such as a passport, visa document, student ID, proof of address or other documents reasonably required to verify your identity, assess rental eligibility, prevent fraud or comply with our rental procedures.

Order, rental, repair and purchase records

We may collect records of your rentals, renewals, returns, repairs, purchases, refunds, credit notes, invoices, coupons, referral rewards and customer service history.

Payment-related information

Payments may be processed through third-party payment providers such as Stripe, bank transfer, card terminal providers or other approved payment methods. We may receive and store payment records such as transaction status, payment reference, payment method type, invoice details and refund information. We do not store full credit card numbers in the NOVELO app.

Uploaded files and photos

You may upload photos, documents, receipts or other files for rental applications, identity review, repair requests, payment confirmation or customer support.

Communications

We may collect records of messages, emails, phone calls, app notifications or support requests between you and NOVELO.

Device, app and technical information

We may collect technical information such as device type, operating system, app version, IP address, crash logs, performance data and security logs. This information helps us maintain app security, fix bugs, improve performance and prevent misuse.

Push notification information

If push notifications are enabled, we may use device notification tokens to send booking updates, renewal reminders, payment reminders, service updates and important account notifications.

Navigation and map services

The NOVELO app may provide a Navigate to store or similar button that opens a third-party map service such as Google Maps. NOVELO does not collect or store your phone's GPS location for this feature unless this is clearly requested and disclosed in the app. When you use Google Maps or another third-party map service, your use of that service is subject to that provider's own privacy policy.

Vehicle GPS or anti-theft tracking

Some rental e-bikes may be fitted with GPS or anti-theft tracking devices. Where applicable, vehicle location data may be used for fleet management, theft prevention, safety, recovery of NOVELO property, rental compliance and dispute investigation. This vehicle tracking data comes from the vehicle device, not from your phone's GPS, unless separately stated.

3. How we use your information

We may use your personal information to:

create and manage your customer account;
process bookings, rental applications, renewals, returns, repairs and purchases;
verify your identity and review supporting documents;
assess rental eligibility, bond requirements and fraud risk;
prepare rental agreements, invoices, receipts, refunds and credit notes;
process payments, refunds and payment reminders;
provide customer support and respond to enquiries;
send booking updates, renewal reminders, service messages and important account notices;
manage referral rewards, coupons and promotions;
operate, secure, maintain and improve our app, website and internal systems;
prevent fraud, misuse, theft, unauthorised access and illegal activity;
comply with legal, accounting, tax, dispute resolution and regulatory obligations.

4. Sharing of information

We may share personal information with trusted third parties where necessary to operate our business and provide our services. These may include:

payment processors and payment service providers;
cloud hosting, database, software and IT service providers;
email, SMS and notification service providers;
identity, document processing or fraud prevention service providers;
accounting, legal, insurance and professional advisers;
delivery, repair, parts, vehicle or fleet service providers where relevant;
government agencies, regulators, law enforcement or courts where required by law;
third-party map providers when you choose to open navigation or map services.

We do not sell your personal information to advertisers.

5. Overseas service providers

Some of our service providers may store or process information outside Australia. This may include cloud hosting, payment processing, email delivery, analytics, security, customer support or software providers located in Australia, the United States or other countries.

Where we use third-party service providers, we take reasonable steps to use providers that apply appropriate security and privacy protections.

6. Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

These steps may include access controls, secure login systems, encrypted connections, role-based staff access, secure cloud storage, audit logs, backups and internal procedures for handling customer information.

No method of electronic transmission or storage is completely secure, so we cannot guarantee absolute security.

7. Retention of information

We keep personal information for as long as reasonably needed for the purposes described in this Privacy Policy, including rental management, customer support, accounting, tax, legal, dispute resolution, fraud prevention and business record requirements.

When information is no longer required, we will take reasonable steps to delete, de-identify or securely archive it.

8. Access, correction and account deletion

You may contact us to request access to personal information we hold about you, request correction of inaccurate information, or request deletion of your account or personal information.

Some information may need to be retained where required for legal, tax, accounting, fraud prevention, rental dispute, payment or business record purposes.

To request access, correction or deletion, contact us at: info@novelocycle.com.au

We may need to verify your identity before processing your request.

9. Marketing communications

We may send you service messages, booking updates, renewal reminders and important account notices.

We may also send promotional messages about NOVELO services, offers, coupons or referral rewards where permitted. You may opt out of marketing communications where an unsubscribe or opt-out option is provided. Important service or account messages may still be sent where necessary.

10. Children

The NOVELO app and rental services are not directed to children. Our rental services are intended for customers who can enter into rental agreements and comply with our rental terms.

We do not knowingly collect personal information from children without appropriate consent where required by law.

11. Third-party services

Our app or website may link to third-party services such as Google Maps, Stripe or other external services. These third-party services are not controlled by NOVELO and are subject to their own privacy policies and terms.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be published on our website or made available through the app. The "Last updated" date will show when the policy was last changed.

13. Contact us

For privacy questions, access requests, correction requests or account deletion requests, contact:

NOVELO PTY LTD

Shop 1 / 8 Hope St, Brunswick VIC 3056, Australia

Email: info@novelocycle.com.au

Phone / WhatsApp: +61 435 902 431