Privacy Policy

Our privacy commitment

Bay Bike Co (formerly known as Gateshead Cycles) is committed to protecting the privacy of your personal information. We manage your personal information in an open and transparent way.

Bay Bike Co will only use your personal information when it is necessary for us to deliver you a service or perform other necessary business functions and activities.

Bay Bike Co will not use or disclose your personal information for purposes unrelated to the services we provide, unless we first obtain your consent.

Where we can, we will allow you to deal with us anonymously or by using a pseudonym. However, in some circumstances, this may not be possible, and Bay Bike Co may need to collect personal information from you to provide you with a delivery or other service.  In some cases, if you do not provide the required personal information, we will not be able to provide you with a service.

Our privacy obligations

This privacy policy sets out how we comply with our obligations under the:

  • Privacy Act 1988 (Cth) (Australia);
  • Privacy Act NSW

Bay Bike Co is bound by the requirements of these privacy laws, which regulate how we may collect, use, disclose and store personal information/data. These laws also specify how individuals may access and correct personal information/data held about them.

“Personal Information” means information or an opinion about an identified individual (or an individual who is reasonably identifiable), whether true or not, or recorded in a material form or not.

“Personal Data” means data which relates to a living individual who can be identified from the data, including an opinion about the individual.

For example, these types of information/data could include your name, contact details, age and health information.

In this policy ‘we’, ‘us’, ‘our’ and ‘Bay Bike Co’ refers to (and this policy applies to) Bay Bike Co.

If you have any questions regarding Bay Bike Cos' Privacy Policy, please call Customer Service in Australia on 4, or email us at If you would like Bay Bike Co to send you a copy of this policy, please contact us and we will do so.

By visiting our websites and/or providing your personal information to us, you consent to the terms and conditions in this Privacy Policy.

This privacy policy is effective from March 2014.  From time to time, our privacy policies and procedures will be reviewed and, if appropriate, updated.  If any changes are made to this policy, these will be posted on our websites.

How and why does Bay Bike Co collect and hold your personal information?

Bay Bike Co will only collect personal information about you by lawful and fair means, and not in an unreasonably intrusive manner.

It is Bay Bike Cos’ usual practice to collect personal information [about you (and possibly about your family) directly from you (or from your authorised representative)], when you:

  • complete an online form on one of our websites;
  • visit and browse our website;
  • complete a hard copy form;
  • apply for membership of the Members Club;
  • purchase goods or services from us in certain circumstances such as through our website, or if you deal with us by reference to your Members Club membership, or if you pay other than by cash;
  • enter one of our competitions;
  • apply for employment with us; or
  • contact us by telephone, via mail, email or online.

We may collect personal information about you from a third party or a publicly available source, but only if you have consented to such a collection, or would reasonably expect us to collect your personal information in this way.

Bay Bike Co only collects personal information for purposes that are directly related to our business activities, and only when it is necessary for or directly related to such purposes. We also collect personal information related to employment services, human resource management, and other corporate service functions.

If we receive information about you from a third party and it is not information we need in respect of our business activities, we will destroy or de-identify that information (provided it is lawful to do so).

No one under the age of 13 years is allowed to provide any personal information.  Minors under the age of 18 years are prohibited from making purchases, including subscriptions, on our websites.

What kind of personal information does Bay Bike Co collect and hold?

Any personal information that you provide via our websites or directly (for example, when you apply to become a member of the Members Club) is collected and managed by Bay Bike Co.

If you provide your personal information to a third party via a link from the Bay Bike Co website, that information is collected and managed by those third parties. You should familiarise yourself with their privacy policy prior to deciding whether you wish to provide them with your information.

The types of personal information Bay Bike Co may collect includes (but is not limited to) your:

  • name;
  • date of birth;
  • gender;
  • marital status and family details;
  • residential address;
  • email address;
  • contact telephone numbers;
  • identification details (e.g. student, over 60s);
  • Tax File Number;
  • Passport details;
  • testimonials or opinions;
  • photos of you;
  • financial information, such as credit card details;
  • written or verbal contact with Bay Bike Co, including voice recordings of telephone conversations you have had with our employees; and
  • activities, including but not limited to sporting and other lifestyle interests.

The nature of the information collected will depend on the purpose for which it is being collected.

If you provide us with information about any third party, you must obtain that person’s permission to give us the information and inform them that you have given the information to us.

How does Bay Bike Co use your personal information?

We use your personal information for a variety of reasons including to:

  • provide services and products to you;
  • answer your inquiries and deliver customer service to you;
  • to tell you about other products that we think may be of interest to you;
  • maintain and improve customer services;
  • administer our Members Club program;
  • facilitate your interaction with us on our website;
  • consider any application for employment made by you;
  • meet our legal obligations;
  • manage and resolve any legal or commercial complaints and issues;
  • carry out internal functions including training; and
  • conduct marketing research and analysis.

Whilst you may opt not to provide us with your personal information, you should be aware that without this personal information, we may not be able to provide you with some of the services and/or products you are seeking.

In what circumstances will Bay Bike Co disclose your personal information?

In the course of conducting our business and providing our products and services to you, we may disclose your personal information.

We only disclose personal information for the purposes for which it was given to us, or for purposes which are directly related to one of our functions or activities. We do not give it to anyone else unless one of the following applies:

  • you have consented to the disclosure;
  • you would reasonably expect, or have been told, that your information is passed to those individuals, bodies or agencies; or
  • it is otherwise required or authorised by law.

If we engage third party agents or contractors, we will take all reasonable steps to ensure that they do not breach privacy requirements in relation to the information, before we share your personal information with them.

Who do we disclose your personal information to?

We may disclose your personal information to:

  • another Bay Bike Co business;
  • professional advisers (such as lawyers or auditors);
  • payment systems operators and financial institutions;
  • third party agents or contractors with whom we contract in the ordinary course of business;
  • organisations authorised by Bay Bike Co to conduct promotional, research or marketing activities;
  • upon lawful request from law enforcement agencies or government authorities; and
  • any persons acting on your behalf including those persons nominated by you, executors, trustees and legal representatives.

In all circumstances where your personal information is disclosed, we will take all steps reasonable to ensure that these third parties undertake to protect your privacy.

Direct marketing

We are committed to compliance with all laws and requirements relating to the use of your personal information. We will only use or disclose your personal information for direct marketing purposes if you have provided your information for that purpose (and you would expect us to use the information for that purpose), or if you have provided consent for your information to be used in this way.

From time to time, we may contact you with information about products and services offered by us and our related entities and our business partners, which we think may be of interest to you. When we contact you it may be by mail, telephone, email or SMS.

Where we use or disclose your personal information for the purpose of direct marketing, we will:

  • allow you to request not to receive direct marketing communications (also known as ‘opting-out’); and
  • comply with your request to ‘opt-out’ of receiving further communications within a reasonable timeframe.

Bay Bike Co will only ever contact you if you have consented to this, and you can ask to be removed from our marketing lists at any time by contacting us directly.

If you do not wish to be contacted by Bay Bike Co, please write to our Privacy Contact Officer, Bay Bike Co, 56 Medcalf Street, Warners Bay NSW 2282.

Use of Government Identifiers

Bay Bike Co will not use Government Identifiers, such as Medicare numbers, or a driver’s licence number as its own identifier of individuals.

Data quality and Security

We will take all reasonable steps to ensure that your personal information is stored securely and is protected from misuse and loss and from unauthorised access, modification or disclosure.

The personal information that we collect about you is stored on our database server managed by Bay Bike Co.

We have a range of systems and communication security measures, as well as the secure storage of any hard copy documents. Access to your personal information is restricted to those properly authorised to have access.

Clear accountability for data sets and security sit with the Chief Information Officer and his respective Technology and Infrastructure Manager and Business Systems Manager. They ensure documentation and reviews of applications and data sets happen regularly along with regular audits on data security and roles.

Bay Bike Co also has policies in place for data retention across all key areas. We keep your personal information for as long as it is required to provide you with the products you requested from us and to comply with legal requirements. If we no longer require your personal information for any purpose, including legal purposes, we will take reasonable steps to securely destroy or de-identify your personal information.

All systems and applications are, where possible, one version behind the latest release from all vendors, and lifecycle management is a KPI of the Business Systems Manager.

Bay Bike Co data resides across several tier three Data Centres that are PCI and ISO compliant and protected by an outsourced firewall and filtering system that is penetrated tested annually. In order to stay up to speed with changes in technology, the infrastructure team are certified and their professional development is an ongoing commitment.

Website usage

Our websites are professionally hosted and operate in a secure environment. You should however be aware that there is always an inherent risk in transmitting your personal information via the Internet.

We use Shopify to process online orders. Customers can see their cards being debited in real time, all in an SSL secure environment.

We take website and credit card security extremely seriously, and always endeavour to provide a secure safe platform on which to conduct online transactions. All our websites use Comodo SSL. By using this, you guarantee the highest possible encryption levels for online transactions. Each certificate is signed with NIST recommended 2048 bit signatures and provides up to 256-bit encryption of customer data. This encryption scrambles details such as credit card number, billing details and delivery address so that generally, other computers are unable to decipher the information, ensuring privacy and security.

To make sure you are accessing a secure server, check for the unbroken key or closed lock symbol located generally either at the bottom left or top right of your browser window. If it appears, then SSL is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read ‘https’ rather than just ‘http’.  It is important for you to protect against unauthorised access to your password and to your computer.

Ensure you log out when you have finished visiting our websites especially if you accessed them from a shared computer.

Cookies are pieces of information that a website transfers to your computer for record-keeping purposes. The information collected may be used by Bay Bike Co to improve your experience on our website. For example, if you wish to make a purchase using our online store, they will collect information about what is in your shopping cart and assist us to maintain that shopping cart during the transaction.

If you are a registered customer or Members Club member on our website, we will retain information about your account, including contact details, address details and, to the extent that you make orders while logged in or by reference to your Members Club membership, the status of your orders.

If you visit an area of the website where you are not required to log on, to read, browse or download information, our system will record the date and time of your visit to our site, the pages viewed, any information downloaded, and the domain name and IP address you used to access our website.

Any personal information that you submit to us using our website or in an email will only be used in accordance with this privacy policy.

Links to third party sites

Whilst links to third party websites are provided on our website, we are not responsible for the content or practices of these third-party websites.

These links are provided for your convenience and do not represent Bay Bike Co endorsement of any linked third-party website. We recommend that you check the privacy policies of these third parties prior to providing them with your personal information.

No links may be made to this website without our prior written consent. Applications for consent must be made to our Privacy Contact Officer, Bay Bike Co, 56 Medcalf Street, Warners Bay NSW 2282

How you can access or correct your personal information

You can request access to the personal information we hold about you at any time, and we will provide you with that information unless we are prevented by law from giving it to you.

If we are unable to give you access to the information you have requested, we will give you reasons for this decision when we respond to your request.

You will not be charged for accessing your information, although we might have to charge the reasonable cost of processing your request, including photocopying, administration and postage. We will advise you of any fee payable before we process your request.

If you believe that your personal information is not accurate, complete or up to date, please contact Customer Service in Australia on 4943 7233 or via email to or address your request to the Privacy Contact Officer, Bay Bike Co, 56 Medcalf Street, Warners Bay NSW 2282.

You are also able to update your personal information online by entering your Members Club login details when visiting our website:

How you can notify us of a privacy concern or contact our Privacy Contact Officer

If you:

  • have queries, concerns or complaints about the manner in which your personal information has been collected or handled by Bay Bike Co; or
  • would like to request access to or correction of the personal information we hold about you;

Please write to:

Privacy Contact Officer
Bay Bike Co
56 Medcalf Street
Warners Bay NSW 2282


If you consider your privacy concerns have not been resolved satisfactorily by us, or you wish to obtain more information on privacy requirements, you can contact:

Office of the Australian Information Commissioner on 1300 363 992 or visit their website at



How often you service your bike depends on the bike, how often you ride and where you ride

On new bikes purchased from us we do a compulsory free
service after 4-6 weeks to make sure you bike is still running at it's best.

If you are mountain biking regularly in rough and muddy
conditions then your bike may need a check over once every 2-3 months. If you only ride occasionally and in mud and dust free conditions then once every 6-8 months may be fine. We highly
recommend bringing you bike in to be checked if the gears or brakes are not working properly, if there are unusual noises or if you have had a
crash. It's better to be safe than sorry and often one
damaged or out of tune part can lead to damage or wear on other parts.

Regardless of when your bike is serviced you should check over the bike and make sure
everything is as it should be and tyre pressures are correct before every ride.

We endeavor to get all service work completed as quickly as possible.

This however depends on our current workload, the amount of work required and the availability of parts.

Bring your bike into our store for assessment and our team will give you our best estimate as to how long it is going to take or contact us to see what our current work load is like.

We service most major brands however we generally do not accept bikes that are excessively worn out.

If we are servicing a bike we have to make sure it is safe for you to ride and often the cost or possibility of repairing one that is particularly worn out, to a safe enough standard far exceeds the cost of replacement.

We service all major brands of eBike however due to safety and quality concerns we do not do ANY work on after-market conversion bikes or electric scooter from any manufacturer.

While there are scooters that are of good quality it just not something we are prepared to make a call on.

As a general rule mountain bike forks, shocks (and dropper seat posts) should have a basic service (lowers or aircan) every 50hrs of riding and a full service every 100hrs of riding.

Check with the suspension manufacture guidelines for your specific suspension setup. Click here for our basic bike setup guide

We can assist with making sure your suspension pressures or spring rates are set correctly for your body weight and riding conditions.

Bring your bike in for servicing immediately to prevent harm to yourself or further damage to your bike if you notice any of the following:
- Loss of air pressure from your forks, shock or dropper.
- Leaking fluids from your forks, shock or dropper.
- Obvious signs of damage to the seals or stanchions.
- If your suspension is not operating correctly.

Clean your suspension after every ride and we highly recommend using Muc-Off Silicone shine on your suspension to reduce stiction, keep stanchions clean and help protect them. Click here to see our cleaning guide.

Though we service some suspension items in house, we d send some to select manufacturer repair agents depending on the unit and what work is required. Contact our service team for pricing.

We recommend you clean your bike if it is dirty, you have ridden in the wet or in a harsh environment – such as salty air. By keeping your bike clean, you will minimise your expenditure on replacement parts and bike servicing costs. 

As a very rough rule after 2-3 rides, after your chain gets wet or dirty.

Only apply proper bicycle chain lubes to a clean, dry chain.

Click here for more detailed information

Chains wear under normal use and should be replaced when your chain is 0.75% longer (than the nominal original length) or 0.5% for 11speed chains.

Tyre pressures vary between bikes and the pressure range will be written on the sidewall of your tyre.

The pressures will show a range i.e. 30-45psi or 80-120psi

For lighter riders, to get a more comfortable ride or have more tyre compliance on rougher terrain (i.e over tree roots or rocks) you can run in the lower pressure range, however your bike will often be slightly harder to pedal and have a higher risk of punctures.

For heavier riders, to roll faster or have better puncture protection you can run in the higher ranger however the ride will not be as comfortable and you may not have as much tread compliance on rough terrain i.e over tree roots or rocks.

As a very rough idea often bikes will have the following pressures ranges:
Mountain Bikes with tubes 30-45psi
Mountain Bikes tubeless 25-35psi
Kids Bikes 35-45psi
Road Bikes 80-120psi
Touring & City Bikes 45-65psi