Privacy Policy

Last updated: July 2026

Important: This Privacy Policy explains how Electric Scooters London / ECOMOVE UK Ltd collects, uses, stores and shares personal information when you visit our website, place an order, contact us, use our services, request repairs or warranty support, subscribe to marketing, or otherwise interact with us.

This policy is designed to comply with applicable UK data protection law, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003.

1) Who We Are

Electric Scooters London is the trading name of ECOMOVE UK Ltd, registered in England and Wales. Company No: 12086772.

For UK data protection law, ECOMOVE UK Ltd is the data controller of the personal information we collect and use, unless stated otherwise.

Electric Scooters London / ECOMOVE UK Ltd
11 Campbell Road,
London TW2 5BY,
United Kingdom

Email: support@electricscooterslondon.com
Phone: 020 8703 5387

2) What Personal Information We Collect

The personal information we collect depends on how you interact with us. This may include:

• Contact details: name, address, email address and phone number.
• Order details: products ordered, billing address, delivery address, order number, payment confirmation, delivery instructions and purchase history.
• Account details: login details, account preferences, saved addresses and account activity, where you create an account.
• Payment information: payment confirmation, transaction status and limited payment details. Our payment providers handle full card details; we do not store them.
• Customer support information: messages, emails, call notes, photos, videos, error codes, serial numbers, motor numbers, frame numbers and other information you provide when contacting us.
• Warranty and repair information: product condition, fault descriptions, diagnostic information, repair history, warranty evidence, collection details and technician notes.
• Technical and usage information: IP address, device type, browser type, operating system, pages viewed, referring website, approximate location, cookie identifiers and website interaction data.
• Marketing information: email preferences, consent status, newsletter sign-ups, discount code use, advertising interaction and unsubscribe records.
• Review and feedback information: product reviews, service reviews, ratings, survey responses or other feedback you choose to provide.

Please do not send us unnecessary sensitive information. If you voluntarily provide sensitive information in a customer support, warranty, or repair context, we will only use it where necessary to address your enquiry or service request.

3) How We Collect Personal Information

We may collect personal information:

• When you place an order on our website
• When you create an account
• When you contact us by email, phone, contact form, social media or in person
• When you request a repair, service, warranty claim, return, refund or exchange
• When you sign up for newsletters, offers or marketing updates
• When you leave a review or send feedback
• When you browse our website or interact with our online adverts
• From payment providers, finance providers, couriers, manufacturers, suppliers, repair partners, fraud prevention services and website service providers where necessary

4) How We Use Your Personal Information

We use personal information for the following purposes:

• To process and fulfil orders
• To take payment or manage refunds
• To arrange delivery, collection, returns and exchanges
• To provide customer support
• To deal with warranty claims, repairs, servicing and diagnostics
• To contact manufacturers, suppliers, couriers or repair partners where needed
• To create and manage customer accounts
• To send order confirmations, delivery updates, service updates and other transactional messages
• To prevent fraud, abuse, chargebacks, misuse or unlawful activity
• To comply with legal, tax, accounting, product safety and consumer rights obligations
• To improve our website, products, services and customer experience
• To send marketing communications where permitted by law
• To show relevant online advertising, where permitted by your cookie and privacy choices
• To handle disputes, complaints, legal claims or payment provider investigations

5) Our Lawful Bases for Using Personal Information

Under UK data protection law, we must have a lawful basis for using your personal information. Depending on the situation, we rely on one or more of the following lawful bases:

• Contract: where we need to use your information to process an order, deliver goods, provide services, arrange repairs, handle returns or manage your account.
• Legal obligation: where we need to comply with tax, accounting, product safety, consumer protection, fraud prevention, court or regulatory obligations.
• Legitimate interests: where we use your information to run and protect our business, improve our services, respond to enquiries, prevent fraud, manage disputes, recover debts, keep records, or carry out limited direct marketing where permitted.
• Consent: where you have given clear consent, such as for certain marketing communications or non-essential cookies.
• Vital interests: in rare situations where we may need to use information to protect someone's life or safety, for example, in relation to a serious battery or product safety concern.

Where we rely on legitimate interests, we consider whether our business need is balanced against your rights and expectations.

6) Payments, Klarna and Finance Providers

Payments are processed securely by third-party payment providers. We do not store full credit or debit card details.

If you choose to pay using Klarna, PayPal, Shopify Payments, Shop Pay, finance options or another third-party payment service, that provider may process your personal information under its own privacy policy. This may include payment checks, identity checks, fraud checks, affordability checks, credit checks, account management and refund processing.

Please read the relevant payment provider's privacy information before using their service.

7) Couriers, Suppliers, Manufacturers and Repair Partners

We may share necessary information with couriers, fulfilment warehouses, dropshipping partners, suppliers, manufacturers, repair partners, or service technicians as needed to deliver your order, arrange collection, provide replacement parts, assess warranty claims, complete repairs, or resolve product issues.

This information may include your name, address, phone number, email address, order number, product details, serial numbers, photos, videos, fault descriptions and delivery or collection instructions.

8) Marketing Communications

We may send marketing emails or messages where you have consented, or where we are permitted to contact you under the "soft opt-in" rules for similar products and services.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at support@electricscooterslondon.com.

Even if you unsubscribe from marketing communications, we may still send important non-marketing messages, such as order confirmations, delivery updates, repair updates, warranty updates, safety notices, or account-related messages.

9) Cookies and Similar Technologies

Our website uses cookies, pixels, tags and similar technologies to operate the website, remember preferences, process orders, improve performance, analyse website traffic and support advertising.

We use Shopify's customer privacy and cookie banner tools to help manage cookie consent and privacy preferences on our online store. Where required, customers can accept, reject or manage non-essential cookies through the cookie banner or cookie preferences options provided on the website.

Some cookies are necessary for the website to work properly, such as basket, checkout, security and account cookies. Other cookies, such as analytics or advertising cookies, may require your consent depending on the type of cookie and how it is used.

Where required, we will ask for your consent before setting non-essential cookies. You can manage cookie preferences through our Shopify cookie banner, your browser settings, or your device settings.

Blocking some cookies may affect website features, checkout, account login, saved preferences or your browsing experience.

10) Analytics and Advertising

We may use analytics and advertising tools, such as Shopify tools, Google services, Meta/Facebook services, TikTok services or similar platforms where enabled.

These tools may collect information about website visits, pages viewed, products viewed, adverts clicked, purchases, device information, approximate location and cookie identifiers.

We use this information to understand website performance, improve our services, measure advertising and show relevant adverts where permitted by law and your choices.

We do not sell personal information for money. We may share limited information with advertising and marketing partners where permitted by law and subject to your cookie and privacy choices.

11) Who We Share Personal Information With

We may share personal information with:

• Website and ecommerce platform providers, including Shopify
• Payment processors and finance providers
• Couriers, delivery companies and fulfilment partners
• Manufacturers, suppliers, warranty partners and repair partners
• Email, SMS, marketing and customer communication providers
• Analytics, advertising and cookie technology providers
• Review platforms and customer feedback tools, where used
• IT, hosting, cloud storage, security and fraud prevention providers
• Professional advisers, such as accountants, legal advisers and insurers
• Regulators, law enforcement, courts, payment providers or dispute platforms where required or necessary
• Any buyer or successor business if we sell, transfer or restructure all or part of our business

We only share information where necessary and where we have a lawful basis to do so.

12) International Transfers

Some of our service providers may process personal information outside the UK. This may include ecommerce platforms, payment providers, cloud providers, marketing platforms, analytics providers or manufacturer support systems.

Where personal information is transferred outside the UK, we rely on appropriate safeguards where required, such as adequacy decisions, standard contractual clauses, the UK International Data Transfer Agreement, the UK Addendum, or other lawful transfer mechanisms.

13) How Long We Keep Personal Information

We keep personal information only for as long as necessary for the purpose it was collected, including to provide services, comply with legal obligations, resolve disputes, enforce agreements and protect our business.

Typical retention periods may include:

• Order and transaction records: normally kept for 6–7 years, where required, for tax, accounting, and legal purposes.
• Customer support, repair and warranty records: kept for as long as needed to manage the issue, warranty period, repair history, dispute risk and legal limitation periods.
• Account information: kept while your account remains active and for a reasonable period afterwards, unless deletion is requested and we are not legally required to keep it.
• Marketing records: kept until you unsubscribe or withdraw consent, plus limited suppression records to ensure we do not contact you again in error.
• Website analytics and cookie data: retained in accordance with the settings and retention periods of the relevant platform or cookie tool.
• Dispute, chargeback, fraud or legal records: kept for as long as needed to protect our legal rights and respond to claims.

We may anonymise information so it can no longer identify you, and use it for business analysis, reporting or service improvement.

14) Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no website, payment system, email system or internet transmission is completely secure. Please avoid sending highly sensitive information by email unless necessary.

If you create an account, you are responsible for keeping your login details secure and confidential.

15) Your Data Protection Rights

Depending on the circumstances, you may have the following rights under UK data protection law:

• The right to be informed about how your personal information is used
• The right of access to your personal information
• The right to correction of inaccurate information
• The right to deletion of your information in certain circumstances
• The right to restrict processing in certain circumstances
• The right to object to processing in certain circumstances
• The right to data portability in certain circumstances
• The right to withdraw consent where processing is based on consent
• The right to object to direct marketing at any time
• The right to complain to the Information Commissioner's Office

These rights are not absolute and may depend on the lawful basis for processing and any legal obligations we have.

To exercise your rights, please get in touch with us at support@electricscooterslondon.com. We may need to verify your identity before responding.

16) Direct Marketing Objections

You have the right to object to direct marketing at any time. If you object or unsubscribe, we will stop sending you marketing communications by that method.

We may keep a limited suppression record, such as your email address, to make sure we do not send you further marketing by mistake.

17) Children's Privacy

Our website and services are not intended for children. We do not knowingly collect personal information from children without appropriate consent.

If you believe a child has provided personal information to us, please get in touch so we can review it and delete it where appropriate.

18) Third-Party Links

Our website may contain links to third-party websites, platforms, payment providers, manufacturers, social media pages, video platforms or review services.

We are not responsible for the privacy practices, content or security of third-party websites. Please read their privacy policies before providing personal information.

19) Complaints

If you have concerns about how we use your personal information, please get in touch with us first so we can try to resolve the issue.

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

20) Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services, legal requirements or data protection practices.

When we update this policy, we will change the "Last updated" date at the top of this page. Significant changes may also be communicated in another appropriate way.

21) Contact Us

If you have any questions about this Privacy Policy or how we use personal information, please get in touch with us:

Email: support@electricscooterslondon.com
Phone: 020 8703 5387

Trading information: Electric Scooters London is the trading name of ECOMOVE UK Ltd, registered in England and Wales. Company No: 12086772.