Privacy Policy
Last updated: 14 November 2025
This privacy policy explains how HOOK (“we”, “us”, “our”) collects, uses, discloses, and safeguards your information when you visit our website (hook.ebike) or use any of our products and services, including HOOKDaily and HOOKUniq (the “Services”).
By accessing or using our website, you agree to the practices described in this policy.
1. Information we collect
We collect information to provide a seamless experience across our products, subscriptions, and support.
a) Information you provide directly
• Name, email address, phone number
• Delivery and billing details
• Account login information
• Messages sent through forms, WhatsApp links, customer service channels
• KYC or identity details for rentals or high-value subscriptions (where required)
b) Information collected automatically
When you visit our website, we may automatically collect:
• IP address and device information
• Browser type and operating system
• Pages viewed and time spent
• Cookies, analytics data, and user behaviour interactions
• Approximate location (city-level)
c) Information from product usage
For certain product features, we may collect:
• Device diagnostics and error logs
• Battery performance and charging data
• Usage patterns (e.g., duration, speed ranges, ride statistics)
• Firmware/technical data required for product improvements
No GPS or real-time location tracking is collected unless the user explicitly requests it for a specific purpose.
2. How we use your information
We use your information to:
• Provide, operate and manage our products and services
• Process payments and manage subscriptions or rentals
• Improve product performance, safety, and user experience
• Personalise content or recommendations
• Deliver customer support and respond to enquiries
• Send service updates, new feature alerts, and relevant marketing communication (only with your consent)
• Detect, prevent, or address technical issues and misuse
• Meet legal, regulatory, and safety obligations
3. Sharing of information
We do not sell your personal data. We only share information in the following cases:
a) Service providers
Trusted third parties that help us operate:
• Payment gateways
• Logistics and delivery partners
• Cloud hosting providers
• Analytics platforms
• Customer support tools
• KYC providers (for rental eligibility)
These partners access information only to perform services on our behalf.
b) Legal and compliance reasons
We may disclose information when required to:
• Comply with applicable laws
• Respond to lawful requests by authorities
• Protect our rights, property, or the safety of our users
c) Business transfers
If HOOK undergoes a merger, acquisition, or restructuring, user information may be transferred as part of the transaction. You will be notified if this happens.
4. Cookies and tracking technologies
We use cookies and similar tools to:
• Understand website performance
• Improve navigation and user experience
• Analyse traffic patterns
• Save your preferences
You can modify your browser settings to disable cookies, but some parts of the site may not function properly.
5. Data storage and protection
We store your information securely on encrypted servers managed by reputable cloud providers.
We take reasonable administrative, technical, and physical measures to protect your data from unauthorised access, misuse, or loss.
However, no online transmission or storage method is entirely secure. We will notify you promptly if any breach occurs that may affect your rights.
6. Data retention
We retain your information only for as long as necessary to fulfil the purposes outlined in this policy or to comply with legal requirements.
If you cancel your subscription or account, we may retain essential transaction and identity data for audit, tax, or dispute resolution purposes.
7. Your rights
Depending on your local laws, you may have the right to:
• Access your personal data
• Correct inaccurate information
• Request deletion of your data
• Withdraw consent to marketing communications
• Ask how your data is being used
• Request a copy of your data
To exercise these rights, email us at: support@hook.ebike
8. Third-party links
Our website may contain links to external sites.
We are not responsible for the privacy practices or content of these third-party websites.
9. Children’s privacy
Our services are not intended for individuals under the age of 16.
We do not knowingly collect personal information from children.
10. Changes to this policy
We reserve the right to update this privacy policy from time to time.
The latest version will always be available on this page, accompanied by the updated date.
Continued use of our website and services indicates acceptance of any revised terms.