Privacy Policy

1. Who this policy covers

This policy applies to Palm Lab Zone, an independent bicycle retailer operating from 9-17-12 Kitami, Setagaya Ward, Tokyo 157-0067, and to visitors, customers, and people who contact us.

2. Information we receive

We may receive your name, email address, telephone number, delivery address, bicycle preferences, repair details, and the contents of messages sent through our contact form.

We also receive technical information such as browser type, device information, approximate location derived from your IP address, and pages viewed when optional analytics are enabled.

3. How we use information

We use information to respond to enquiries, arrange fittings and repairs, process orders, coordinate delivery, maintain service records, prevent misuse, and improve our website and customer experience, including deciding which accessories to stock more of.

4. Legal bases

We process information when it is necessary to provide a service you request, to perform a contract, to comply with a legal obligation, or to pursue our legitimate interests in operating a safe and useful shop. We ask for consent where the law requires it, including for optional cookies.

5. Sharing and service providers

We share information only when needed to run Palm Lab Zone. This can include payment processors, delivery partners, repair suppliers, hosting providers, and professional advisers. Each provider receives only the information needed for its task and must protect it appropriately.

6. Retention

We retain transaction and repair records for as long as needed for accounting, warranty, safety, and legal purposes. Enquiry messages are removed when they are no longer useful for customer service, unless a longer period is required.

In practice, that means purchase and warranty records are kept for five years, general email enquiries for one year after the last reply, and fitting notes for as long as you remain an active customer or until you ask us to delete them.

7. Security

We use access controls, secure connections, limited staff access, and reasonable operational safeguards. No internet transmission is completely secure, so please avoid sending payment details or sensitive information through a general enquiry form.

Paper service tickets are stored in a locked cabinet at the shop and shredded once digitized, rather than left on the counter.

8. Your choices and rights

Subject to applicable law, you may ask to access, correct, delete, or restrict our use of your personal information. You may also object to certain processing or withdraw consent for optional cookies. Contact us at 03-3489-7645 or through the form on our home page.

9. Children and third-party links

Our services are intended for adults and are not directed to children. Our website may link to manufacturers or route resources; their privacy practices are governed by their own notices, not this one.

10. Changes and contact

We may update this policy when our services or legal obligations change. The date above shows when the current version took effect. Questions about privacy can be sent to Palm Lab Zone, 9-17-12 Kitami, Setagaya Ward, Tokyo 157-0067.

11. Data collected during a fitting

A bicycle fitting is not a one-time form. Over a session we may note your height, inseam, typical route, cargo needs, and any past injury that affects riding position. These notes stay in your service file so a returning customer does not need to repeat the same measurements at every visit.

We do not sell, rent, or share fitting notes with anyone outside Palm Lab Zone. If you ask us to delete your service file, we remove the measurements and route notes but may keep a minimal purchase record where accounting law requires it.

12. How to reach us about a request

Email or call using the details above. Please state whether you are asking to access, correct, or delete information, and include your name and the approximate date of your last visit so we can locate your file.

We aim to respond within 14 business days. If a request is complex enough to need more time, we will explain why and give you a revised date.