Terms, cancellation & privacy

1. Who you are dealing with

Cadence is a bike hire business operating in Auckland, New Zealand. In these terms "we", "us" and "our" mean Cadence Bikes, and "you" means the person who makes the booking.

You can reach us at hello@cadencebikes.nz. These terms are governed by New Zealand law, and the New Zealand courts have jurisdiction over any dispute.

2. These terms and your consumer rights

These terms apply to every hire. You accept them when you complete a booking, and the version you accepted is recorded against your booking.

Nothing in these terms limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where anything below conflicts with those Acts, those Acts win.

If you are hiring for the purposes of a business, the Consumer Guarantees Act does not apply to your hire, and the guarantees in it are excluded. You must tell us at the time of booking if this is the case.

3. Who can hire

You must be at least 18 years old to make a booking. We ask for photo ID before delivery so we can confirm this and so we know who is responsible for the bikes.

You can book for other riders, including riders under 18. If you do, you are responsible under these terms for every bike in the booking and for making sure every rider knows and follows the rules in section 6. A rider under 18 must have a parent or guardian who accepts that responsibility.

We may decline or cancel a booking if we cannot verify your identity, or if we reasonably believe the bikes are at risk. If we do, you pay nothing.

4. Bookings, prices and payment

A booking is confirmed when we send you a confirmation email. Prices are in New Zealand dollars, include GST, and are the prices shown on the site at the time you book.

A hire is priced as a first day, then a daily rate for each day after it. Extra bikes on the same dates are charged the daily rate for every day. The price covers the bike, delivery and collection in central Auckland, and the included accessories — helmet, pedals, rear light and lock. Further out, a delivery fee applies, and the cart shows it before you book. There is no separate cleaning, admin or booking fee.

We will send you a payment link before delivery. Your booking is held without payment until then.

5. Delivery and collection

We deliver to the address you give us, the evening before your hire starts, and collect after it ends. We will agree a window with you.

Someone aged 18 or over needs to be there to receive the bikes and to hand them back.

If nobody is there, or we cannot get access, we will contact you and try again. A second failed attempt at the same address is charged $80.

We deliver within our delivery zones around central Auckland, which do not include Waiheke or the other Gulf islands. The cart checks your address, and shows any delivery fee, before you book.

6. Looking after the bike

While a bike is with you, you agree that every rider will:

• Wear a securely fastened helmet that meets an approved standard. This is not our rule — it is the law in New Zealand for riders of every age, and we supply a helmet with every bike.
• Follow the New Zealand road rules. Between sunset and sunrise they require a front light as well as a rear one. We supply a rear light with every bike and a front light only with the touring kit, so without it, ride in daylight or bring your own front light.
• Ride the bike only on surfaces it is built for. Road bikes are for sealed roads.
• Not ride while impaired by alcohol or drugs.
• Not carry a passenger, tow a trailer, or carry loads the bike is not fitted for.
• Not race, or use the bike in a competitive event, without asking us first.
• Lock the bike to a fixed object whenever it is left, using the lock we supply.
• Store the bike indoors overnight, or somewhere locked and out of public view.
• Not modify, dismantle or attempt to repair the bike.
• Not lend, sub-hire or hand the bike to anyone outside your booking, or take it outside New Zealand.

If something goes wrong with the bike — a noise, a wobble, brakes that do not feel right — stop riding and call us. We will fix it or swap the bike. Do not keep riding a bike you are unsure about.

7. Condition of the bike

Every bike is safety-checked and photographed before it leaves us, and photographed again at collection. We share those photos with you so the condition at each end is a matter of record rather than an argument.

If a bike develops a fault that is not your doing, that is on us. We will repair it, replace it, or refund the affected days — your choice of remedy under the Consumer Guarantees Act.

8. Damage, loss and theft

Bikes get used, and normal use is expected and included. What follows applies only to damage beyond fair wear and tear.

So in almost every case the most you can owe us is $500 per bike. The uncapped figure applies only where a bike is lost or destroyed and reasonable care was not taken — and the burden is on us to show that.

Tell us as soon as you can if a bike is damaged, lost or stolen. If it is stolen, report it to the Police and give us the report number. Delay makes it harder for everyone.

We will always tell you what we are charging and why, with the repair quote or valuation, before we charge anything.

9. Returning late

Bikes are often booked back-to-back, so a late return can cost the next customer their ride.

If you need longer, ask us — if the bike is free we will almost always say yes and just charge the extra days at your normal rate.

If a bike is not available for collection at the agreed time and you have not told us, we charge one further day at that bike's daily rate — the rate for each day after the first — for each day it is late.

10. Changing or cancelling

Set out in full under Cancellation & Refunds, below, which forms part of these terms.

11. Our responsibility

We are responsible for supplying bikes that are safe, roadworthy and fit to ride, and for the service we have promised. If we fall short of that, your rights under the Consumer Guarantees Act apply in full.

In New Zealand, personal injury is covered by ACC, and the Accident Compensation Act 2001 removes the right to sue for compensatory damages for injury. That applies to cycling as it does to everything else. It is not something we have written into this contract.

Except where the Consumer Guarantees Act says otherwise, we are not responsible for indirect losses — a missed event, a cancelled trip, time off work — arising from a problem with a hire.

12. Ending a hire early

We can end a hire and collect the bikes if the terms in section 6 are being seriously broken — for example if a bike is being ridden dangerously, or has been handed to someone outside the booking.

We will tell you why, and refund the days you do not get to use, unless the bike has been damaged.

13. Your information

How we handle your personal information, including the photo ID we ask for and how long we keep it, is set out in the Privacy Policy, below.

14. Changes to these terms

We may update these terms. The version that applies to your hire is the version you accepted when you booked, and we keep a record of it. Changes never apply retrospectively to a booking already made.

This version is 2026-09-24.

Changing your mind

Refunds go back to the card or account you paid from, within five working days.

Moving your dates

Ask us. If the bikes are free we will move your booking once, free of charge, up to the point of delivery. That includes moving it because the forecast turned bad.

A second change, or a change after delivery, is treated as a cancellation and a new booking.

Finishing early

If you finish early and want the bikes collected sooner, tell us and we will come. Unused days on a booking already under way are not refunded, because the bikes were held for you and off the market.

The exception is a bike that turned out to be faulty — see below, where the Consumer Guarantees Act applies instead.

If we cancel

Occasionally we have to — a bike does not come back on time, or comes back damaged. If we cancel on you, you get a full refund of everything, and we will do what we can to find you an alternative.

We do not charge a fee for a cancellation that is our doing, and neither should you owe one.

If something is wrong with the bike

This policy does not limit your rights under the Consumer Guarantees Act 1993. If a bike is not of acceptable quality or not fit for purpose, you are entitled to a repair, a replacement or a refund regardless of anything above, and the cancellation windows do not apply.

How to cancel

Reply to your confirmation email or write to hello@cadencebikes.nz. The time we receive your message is the time we use.

This version is 2026-09-24.

1. Who is responsible

Cadence Bikes is responsible for the personal information described here. We handle it under the Privacy Act 2020 and its thirteen information privacy principles.

Our Privacy Officer is Henry Sarjant. You can reach them at hello@cadencebikes.nz about anything on this page.

2. What we collect

To hire you a bike we collect:

• Your name and email address.
• The delivery address, and the location we agree for delivery and collection.
• Rider details you give us so the bike fits — frame size, seat height, pedal and accessory choices.
• Your booking history with us.
• Photographs of the bikes at delivery and at collection, which record their condition.
• Photographs of a government-issued photo ID — a passport, driver licence or residence card.
• Technical information your browser sends when you use the site, and the approximate location our hosting provider derives from your connection.

3. Why we ask for photo ID

We hand over bikes worth several thousand dollars, at an address, often to someone we have never met, without taking payment first. Photo ID is how we confirm that the person receiving them is the person who booked, and it is the single thing that makes this model workable.

We use the ID image only to:

• Confirm your identity and that you are 18 or over.
• Confirm the person at the door matches the booking.
• Support a Police report or an insurance claim if a bike is stolen.

We do not use ID images for anything else. We do not share them with marketing tools, we do not run them through identity-scoring or facial-recognition services, and we do not keep them once the hire is over — see the retention table below.

Giving us photo ID is not compulsory. You can ask to show it to the driver at delivery instead, and we will record only that it was checked.

4. Where your information is stored

We use established providers rather than running our own servers. That means some of your information is held on servers outside New Zealand:

Principle 12 of the Privacy Act requires us to tell you when personal information goes overseas. Each of these providers is contractually required to protect your information to a standard comparable to the Privacy Act, and to use it only to provide the service to us.

5. Who else sees it

Nobody, other than the providers above and the people who run Cadence. We do not sell personal information, and we do not share it with advertisers or data brokers.

We will disclose information where the law requires it — for example to the Police.

6. How long we keep it

Principle 9 says we must not keep personal information for longer than we need it. The 30-day window on ID exists because after that it serves no purpose — the bikes are back.

7. How we protect it

• Everything travels over an encrypted connection.
• Photographs are held in private storage, reachable only through short-lived signed links.
• Access to booking records is limited to Cadence staff, behind an authenticated sign-in.
• Customers reach their own booking through a single-use emailed link, not a shared password.

8. Seeing and correcting your information

You have the right to ask what we hold about you and to ask us to correct it. Email hello@cadencebikes.nz and we will respond within 20 working days, which is the limit the Privacy Act sets.

You can also ask us to delete your ID images early. If your hire has finished we will do it on request.

9. If something goes wrong

If we have a privacy breach that could cause you serious harm, the Privacy Act requires us to notify both you and the Office of the Privacy Commissioner as soon as practicable. We will tell you what happened, what was affected and what to do about it.

10. Cookies and analytics

The site uses browser storage to remember your cart and to keep you signed in to your booking. It does not use advertising or cross-site tracking cookies.

We record anonymised visit information: the pages you view, the site you arrived from, your approximate location (the city and region your internet connection reports — never GPS or a precise address), and your device and browser type.

We also record the choices you make while configuring a bike — the bike type, frame size and dates you select, and whether those dates were available. That includes the dates you tried to select and could not, because a request we cannot fill is the clearest signal we get about what stock to buy next. We do not record your pedal, helmet or accessory choices, your seat height, or anything you type.

None of this includes your name, email address or IP address, or any identifier that could be linked back to you, and none of it is shared with advertisers. The identifier that ties one visit together is a random number held only for as long as your browser tab is open.

This runs through Cloudflare Web Analytics (which sets no cookies) and our own database. No cookie consent banner is shown because nothing here identifies you or tracks you across other sites.

11. Visitors from Europe and the United Kingdom

We know a good share of our customers book from overseas before they travel. If you are in the European Union or the United Kingdom when you book, the GDPR may also apply to us.

Where it does, our lawful basis is the performance of your hire contract for booking and identity information, and our legitimate interest in protecting high-value goods for the ID check. You have rights of access, correction, erasure, restriction and portability, exercisable at the same address above.

12. Complaints

Tell us first — hello@cadencebikes.nz. If you are not satisfied with how we handle it, you can complain to the Office of the Privacy Commissioner at privacy.org.nz, which is free.

13. Changes

We will update this page if what we do changes, and the version below will change with it. This version is 2026-09-24.