Altar Cycles · Suspension
How we handle your details
Altar Cycles LLC, 17 Foundy St, Suite 20, Asheville, NC, 28801. Questions: suspension@altar.bike or 828-209-8798.
Your booking answers go on Max's work order and your customer record in Lightspeed, our shop system, and Velobench, a shop tool we're retiring, and in Altar's booking and service records, hosted on Railway. Payments go through Stripe, shipping labels through Shippo and USPS, and email through Google Workspace; a copy of each confirmation stays in our shop mailbox. Texts go through Ikeono, from the shop's number 828-209-8798, and offer and reminder emails go through Klaviyo, only to riders who tick the Suspension Club or reminder box. Photos Max takes of your parts are kept with your job. We never sell your details or share them for anyone's marketing. The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.
When you book, tick a box or answer a quote, we record the time, your IP address and your browser type as proof of what was agreed. The IP address and browser details are cleared after 24 months.
Setup facts (bike, e-bike, riding, style, feel, jumps, terrain, how to reach you) are kept on your customer record and in your service history. Your riding weight, the notes you type, your small-parts choice and upgrade interest stay with the job: the work order, our service records and our shop email.
The text box on the booking form starts ticked. If you leave it ticked, we text the mobile number you gave about that booking only: shipping label and tracking, arrival, Max's questions and quote, and the payment link. We never send marketing texts. Texts are optional and never needed to book: untick the box and we email instead. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out or HELP for help; you can also opt out by email or phone. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
Only riders who tick the Suspension Club box get offers, only by email, and every offer email has an unsubscribe link. If you tick the reminder box, we email you when a part you sent us is due for service. Reminders never come by text, and every one has an unsubscribe link.
For mail-in suspension jobs, free text, phone numbers, addresses and job photos are deleted from our booking and service records 24 months after your job ships (bookings that are never paid lose them after 90 days), while service and fit bookings made online are kept for as long as you're a customer, so your next visit can start from the last one, and you can ask us to remove your details by emailing suspension@altar.bike. Booking numbers, codes, setup facts, the models and serials of your parts, and the work done are kept as your service history. To show we had your permission, we keep a record of what you agreed to and when you opted out (the time, the wording, and your number or email, stored in coded form after 24 months) for 4 years after the later of when you agreed and our last text or offer email to you. Lightspeed, our shop system, keeps your customer record and finished work orders, including the answers, address and notes on them, as our sales records; we don't purge those. Copies of emails stay in our mailboxes. Stripe, Shippo, Ikeono and Klaviyo keep their own records under their own rules. Backups clear within 90 days.
Email suspension@altar.bike from the address on your booking. Once any open job is finished, we delete or anonymize your details in our booking and service records, clear your contact details from your Lightspeed customer record and delete the copies in our mailboxes. Finished work orders in Lightspeed can't be edited after the sale, so the answers and notes on them stay as our sales records, and Stripe and Shippo keep their own records. We keep a coded do-not-contact note so we don't message you again unless you book with us again. Backups clear within 90 days.