Pain Cave Rentals (“Pain Cave Rentals”, “we”, “us”, or “our”) respects your privacy and is committed to protecting the personal information you provide when using our website, renting our indoor smart trainers, contacting us, or using any of our services. This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit or use our website, make a rental enquiry, reserve equipment, create an account, complete a rental application, submit documents, make payments, or otherwise interact with us.

Pain Cave Rentals operates in Johannesburg, South Africa, and this Privacy Policy is intended to address the requirements applicable to the processing of personal information under South African law, including the Protection of Personal Information Act 4 of 2013 (“POPIA”).

1. INFORMATION WE COLLECT

Depending on how you interact with us, we may collect information that is reasonably necessary to operate our rental business and provide our services. This may include your name, surname, email address, telephone number, residential or delivery address, billing address, postal address, account information, and other contact details. When you apply to rent equipment, we may also collect information about your bicycle and training setup, including bicycle type, drivetrain, cassette requirements, axle or compatibility information, and your preferred equipment configuration. This information helps us provide and fit the appropriate equipment.

For rental verification and risk management, we may request identification documents and proof of address. These may include a copy or photograph of a government-issued identity document and a recent document confirming your residential address. We only request such information where reasonably necessary for the rental process, verification, fraud prevention, security, or compliance with our rental requirements. We may collect information relating to your rental, including the equipment rented, rental period, rental price, selected cassette or Zwift Cog, delivery and collection details, payment status, deposit information, rental agreement, communications, and support requests. If you create a customer account, we may collect your login credentials and information associated with that account. Passwords should never be shared with us by email or other unsecured methods.

2. HOW WE COLLECT YOUR INFORMATION

We may collect personal information directly from you when you browse our website, complete a contact form, request information, reserve a trainer, create an account, place an order, submit a rental application, upload verification documents, sign a rental agreement, contact us by email or telephone, or communicate with us through other available channels. We may also receive limited information from service providers involved in operating our website, processing payments, delivering or collecting rental equipment, preventing fraud, or providing technical services. We generally do not collect personal information from third parties unless doing so is permitted by applicable law or is reasonably necessary for providing our services.

3. WHY WE USE YOUR INFORMATION

We use personal information for purposes connected with operating Pain Cave Rentals and providing the services you request. This may include processing rental enquiries and reservations, confirming equipment availability, determining equipment compatibility, preparing and managing rental agreements, verifying customer identity and address, arranging delivery and collection, processing payments, managing deposits or payment authorisations, providing customer support, maintaining customer accounts, communicating with you about your rental, handling returns and collections, managing equipment, preventing fraud or misuse, resolving disputes, maintaining business records, and complying with legal obligations.

We may also use information to improve our website, services, rental process, customer experience, security and business operations. Where permitted by law, we may use your contact information to send service-related communications or information about our services. Where marketing consent is required, we will obtain and respect the appropriate consent and provide an appropriate way to opt out of marketing communications.

4. LEGAL BASIS FOR PROCESSING

We process personal information only where there is an appropriate legal basis under applicable law. Depending on the circumstances, this may include processing necessary to take steps at your request before entering into a rental agreement, processing necessary to perform a rental agreement or provide requested services, compliance with a legal obligation, protecting legitimate business interests, preventing fraud or misuse, and processing based on your consent where consent is required. POPIA establishes conditions and minimum requirements for the lawful processing of personal information by private and public bodies. Where we rely on consent, you may withdraw that consent where permitted by law. Withdrawal of consent does not affect the lawfulness of processing that took place before the withdrawal.

5. ID AND PROOF OF ADDRESS

Because we rent valuable equipment, we may require customers to provide identification and proof of address before a rental can be approved or equipment can be delivered. These documents may be used to verify your identity, confirm your address, assess rental eligibility, prevent fraud, protect our equipment, administer the rental agreement, and address disputes or recovery matters where necessary. We will take reasonable steps to limit access to these documents to authorised persons who need the information for legitimate business purposes. Customers should not provide information that is not reasonably required for the stated verification purpose.

6. PAYMENT INFORMATION

Payments may be processed through third-party payment service providers. Pain Cave Rentals does not intend to store complete payment card numbers, CVV numbers, PINs, or other sensitive card authentication information on its own website servers where payment processing is handled by a third-party payment provider. Your payment information may therefore be collected and processed directly by the relevant payment provider in accordance with its own privacy policy and security practices. Where a payment authorisation, refundable deposit, card hold, recurring payment, or other payment arrangement is used for a rental, the relevant payment provider may process the information necessary to establish and manage that arrangement.

7. RENTAL AGREEMENTS AND ELECTRONIC SIGNATURES

As part of the rental process, you may be required to review and electronically sign a rental agreement. Information associated with the agreement may include your identity and contact information, rental equipment, rental terms, payment arrangements, delivery information, verification information, signature, date and related records. We may retain these records for as long as reasonably necessary to administer the rental relationship, protect our legal rights, resolve disputes, comply with legal obligations, and maintain appropriate business records. South Africa’s Electronic Communications and Transactions Act provides a legal framework for electronic communications and transactions, including electronic contracting and related matters.

8. DELIVERY AND COLLECTION

To deliver and collect rental equipment, we may need to provide relevant customer information to courier companies, delivery providers, collection partners, installation or fitting personnel, or other service providers involved in fulfilling the rental. Information shared for this purpose may include your name, telephone number, delivery address, collection address, rental details, and information reasonably necessary to complete the delivery or collection. We only intend to share information that is reasonably necessary for the relevant service.

9. SERVICE PROVIDERS AND THIRD PARTIES

We may use trusted third-party service providers to operate our website and business. These may include website hosting providers, payment processors, courier and delivery companies, document or electronic-signature providers, email and communication services, website security providers, analytics providers, technical support providers, and other suppliers that help us operate the business. Where appropriate, we require service providers to handle personal information securely and only for authorised purposes. Third-party providers may have their own privacy policies and terms governing their services.

10. INFORMATION SECURITY

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include secure website connections, access controls, password protection, security monitoring, restricted administrative access, software updates, backups, and other appropriate security practices. However, no website, online system, electronic transmission, or storage method can be guaranteed to be completely secure. If we become aware of a security incident involving personal information, we will take appropriate steps to investigate, contain and address the incident and make any notifications required by applicable law.

11. HOW LONG WE KEEP INFORMATION

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to provide our services, administer rental relationships, maintain appropriate business records, resolve disputes, prevent fraud, protect our legal rights, or comply with applicable legal, accounting, tax, or regulatory requirements. The appropriate retention period may vary depending on the type of information and the purpose for which it is held. When personal information is no longer reasonably required, we will take appropriate steps to securely delete, destroy, anonymise, or otherwise dispose of it where appropriate.

12. COOKIES AND WEBSITE TECHNOLOGIES

Our website may use cookies and similar technologies to operate properly, remember preferences, maintain sessions, improve functionality, understand website usage, and support website security. Some cookies may be necessary for functions such as shopping carts, customer accounts, checkout, security, and other essential website operations. We may also use analytics or other optional technologies where implemented on the website. You can manage certain cookies through your browser settings. Disabling some cookies may affect the functionality of parts of the website.

13. WEBSITE ANALYTICS

Where analytics tools are used, they may collect information such as browser type, device type, approximate location, pages visited, referring website, interaction information, and technical information about how visitors use the website. Analytics information may be used to understand website performance, identify technical problems, improve the customer journey, and improve our services. We will configure optional analytics and tracking technologies in accordance with applicable privacy requirements.

14. MARKETING COMMUNICATIONS

If you subscribe to marketing communications or otherwise provide appropriate consent where required, we may send you information about Pain Cave Rentals, equipment availability, rental updates, promotions, or related services. You can unsubscribe from marketing emails using the unsubscribe option provided in the communication or by contacting us. Service-related communications, such as information concerning your rental, payment, delivery, collection, account, or agreement, are not marketing communications and may continue where necessary to provide the requested service.

15. YOUR PRIVACY RIGHTS

Subject to applicable law and any relevant limitations, you may have rights relating to your personal information, including the right to request access to personal information we hold about you, request correction or updating of inaccurate information, object to certain processing, withdraw consent where processing is based on consent, and request deletion or removal of information where legally applicable. You may also have rights relating to direct marketing and certain automated processing. Requests should be submitted using the contact details provided in this Privacy Policy. We may need to verify your identity before processing a request to protect your information from unauthorised access. POPIA provides rights and protections relating to the processing of personal information and establishes the Information Regulator as the relevant regulatory authority in South Africa.

16. INFORMATION REGULATOR

If you believe that your personal information has not been handled appropriately, we encourage you to contact us first so that we can investigate and attempt to resolve your concern. You may also have the right to lodge a complaint with the Information Regulator of South Africa. The Information Regulator is responsible for exercising powers and performing duties under POPIA and the Promotion of Access to Information Act. Information Regulator contact details can be obtained from its official website and may change from time to time.

17. CHILDREN’S INFORMATION

Our services are intended for adults who are legally able to enter into rental agreements. We do not knowingly collect personal information from children for the purpose of entering into rental agreements. If you believe that a child has provided personal information to us, please contact us so that we can review and take appropriate action.

18. INTERNATIONAL TRANSFERS

Some third-party service providers used to operate our website or business may process or store information outside South Africa. Where personal information is transferred to or processed in another country, we will take reasonable steps to ensure that the transfer and processing are handled in accordance with applicable South African privacy requirements and appropriate safeguards.

19. LINKS TO THIRD-PARTY WEBSITES

Our website may contain links to third-party websites, applications, payment providers, training platforms, or other external services. Those third parties operate independently from Pain Cave Rentals and may have their own privacy policies and terms. We are not responsible for the privacy practices, security, content, or operation of third-party websites or services. We recommend reviewing their privacy policies before providing personal information.

20. DATA ACCURACY

We rely on customers to provide accurate, complete, and current information. You should notify us if your contact details, address, or other relevant information changes so that we can maintain accurate records and provide our services correctly.

21. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes to our services, website, technology, legal requirements, or privacy practices. The updated version will be published on this page with a revised “Last Updated” date. Where a change is significant and applicable law requires notification, we will take appropriate steps to notify affected individuals.

22. CONTACT US

If you have questions about this Privacy Policy, want to exercise a privacy right, or have a concern about how your personal information is handled, please contact us.

Pain Cave Rentals
Johannesburg, South Africa

Email: hello@paincave.rentals

Please include enough information for us to understand your request. We may request additional information to verify your identity before providing access to personal information or making changes to your records.

23. IMPORTANT NOTICE

This Privacy Policy describes our intended approach to handling personal information and should be read together with our Rental Terms, Terms & Conditions, and any other policies or agreements that apply to your use of the website and rental services. This Privacy Policy is not intended to replace professional legal advice. Pain Cave Rentals should ensure that the final policy reflects its actual data-processing practices, payment providers, document-storage systems, analytics tools, courier arrangements, retention periods, and business structure before publication.