Alpen Privacy Policy

Alpen Storage, Inc. and its affiliates, doing business as Alpen, provide on-demand bike and e-bike rentals at participating hotels, resorts, and related locations. This Privacy Policy explains how we collect, use, disclose, and protect information when you use the Alpen mobile application, website, rental services, customer support channels, and related services.

By using Alpen, you agree to the collection and use of information described in this Privacy Policy.

1. Information We Collect

We collect information you provide directly, information generated when you use the app or rent a bike, and information from service providers that help us operate Alpen.

Account and contact information

When you create an account or contact us, we may collect your name, email address, phone number, physical address, account login details, support messages, and related contact information. We also record your acceptance of our Rental Agreement and Waiver of Liability, including a timestamp, your IP address, and device ID.

Identity and eligibility information

To verify your identity and prevent fraud, we use Stripe Identity. When you verify your ID through the App, Stripe collects a photo of your government-issued ID and a selfie. Stripe may use biometric identifiers (such as facial geometry) to verify that your selfie matches your ID. Alpen does not store your raw identification documents or biometric data; we only receive the verification result and a copy of the ID document for safety, compliance, and dispute resolution. These processes are governed by the Stripe Privacy Policy.

Payment and transaction information

When you rent a bike, we collect transaction information such as the rental selected, location, start/end times, and payment status. All payments are processed through Stripe. When you add a payment method, your card details are sent directly to Stripe. Alpen does not store full credit card numbers; we only retain a secure "token" and limited info (like the last four digits and card brand) to process your rentals and prevent fraud.

Location information

The Alpen app requests access to your device location. Additionally, we may collect location, speed, and telemetry data directly from the bike or e-bike's hardware. We use this information to show nearby bikes, confirm you are at the correct location, and support unlocking/return workflows. We also use this data to build out the rider experience, including providing you with ride route history, performance analytics, and historical trip summaries. You can manage app-level location permissions through your device settings, though some features may not work if disabled.

Bluetooth and device permissions

Alpen uses Bluetooth to communicate with bike locks and related rental hardware. We may collect Bluetooth-related information necessary to identify, connect to, unlock, lock, or troubleshoot a bike or lock.

We may also collect device and app information, including device type, operating system, app version, language, time zone, device identifiers, crash logs, performance data, diagnostic logs, and usage information.

Camera, photos, and uploaded content

The app may request camera or photo access so you can upload images, including Parking Photos. We require you to take a photo of your parked bike or e-bike at the end of your rental to serve as evidence of proper parking and equipment condition. We may also collect photos submitted with a support request or other images needed to resolve an issue. You should not upload photos containing unrelated people, private documents, or sensitive personal information unless necessary for support or safety.

Ride and rental information

We collect information about your rentals, including selected hotel or resort, bike ID, bike type, rental period, ride duration, return status, photos submitted at return, support events, damage reports, lock/unlock activity, and feedback after your ride.

Support and communications

If you call, text, email, or message Alpen, we may collect your contact details, message content, call records, voicemail, support notes, issue tags, transcripts, photos, and other information needed to respond. Calls or messages may be routed through third-party communications providers.

Hotel, resort, and business partner information

If you contact Alpen on behalf of a hotel, resort, property owner, investor, vendor, or partner, we may collect business contact information such as your name, job title, company, property name, email address, phone number, and details about your inquiry.

Website and analytics information

When you visit our website or use digital services, we may collect basic website usage information, including browser type, pages viewed, referral source, approximate location, device information, cookie identifiers, and analytics data.

Cookies and Tracking Technologies

We use cookies and similar tracking technologies (such as web beacons and pixels) to analyze website traffic, improve your experience, and support our "Experience" features. We may use these technologies to remember your preferences and understand how you interact with our digital services. You can manage or disable cookies through your browser or device settings, though some features of Alpen may not function properly if cookies are disabled.

2. How We Use Information

We use information to operate, protect, and improve Alpen. This includes using information to:

• Provide the Alpen app, website, rental service, and customer support.
• Create and manage user accounts.
• Verify rider identity and eligibility.
• Show available bikes, rental locations, pricing, and ride options.
• Process payments, refunds, discounts, and transaction records.
• Unlock, lock, locate, maintain, and manage bikes and related equipment.
• Confirm that bikes are returned to the proper location.
• Respond to support requests, emergencies, mechanical issues, lost or damaged equipment, and rider feedback.
• Communicate with riders about rentals, safety, support, account activity, service updates, and policy changes.
• Coordinate with participating hotels, resorts, and operational partners.
• Prevent fraud, theft, abuse, unsafe use, unauthorized rentals, and ensure compliance with our riding rules, safety protocols, and Alpen policies.
• Develop and improve the Alpen experience: Analyze ride patterns, location data, and trip history to create new features, such as personalized ride summaries, performance analytics, and historical activity tracking.
• Analyze app performance, diagnose technical issues, and improve the user interface.
• Comply with legal, tax, insurance, accounting, safety, and regulatory obligations.
• Send marketing communications, where permitted by law. You may opt out of marketing messages, but we may still send service-related messages.

3. How We Share Information

We may share information with the following categories of recipients.

Service providers

We share information with companies that help us operate Alpen, such as Stripe (for payment processing), Stripe Identity (for identity verification), cloud hosting providers, analytics providers, crash reporting providers, customer support tools, communications providers, mapping/location providers, bike lock or hardware technology providers, maintenance providers, and security vendors.

These providers are allowed to use information only as needed to provide services to Alpen or as otherwise permitted by law.

Hotels, resorts, and operating partners

We may share rental, support, operational, or incident information with participating hotels, resorts, property partners, local operators, maintenance teams, and support personnel when needed to provide the rental service, resolve a support issue, manage bike availability, address safety concerns, investigate damage or loss, or administer a partner program.

Payment and identity verification partners

Payment and identity verification partners, specifically Stripe, may process your information under their own privacy policies as well as under agreements with Alpen. You should review the Stripe Privacy Policy and the privacy policies of any other payment or identity provider presented during account creation, checkout, or verification.

Legal, safety, and compliance purposes

We may share information when we believe it is necessary to comply with law, legal process, subpoenas, court orders, regulatory requests, insurance requirements, or law enforcement requests. In the event of an incident, accident, or equipment damage, we may share information (including ride data, location records, and parking photos) with insurance providers, legal representatives, emergency services, and other involved parties—including other individuals involved in the incident—as necessary to resolve the matter. We may also share information to protect Alpen, riders, hotels, resorts, the public, our bikes, our systems, and our legal rights.

Business transfers

If Alpen is involved in a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar transaction, information may be transferred as part of that transaction.

Aggregated or de-identified information

We may share aggregated or de-identified information that does not reasonably identify you, such as usage trends, operational performance, market-level rental data, or fleet analytics.

4. Selling or Sharing Personal Information

Alpen does not sell your personal information.

Alpen also does not intend to share your personal information for cross-context behavioral advertising as defined under certain U.S. state privacy laws. If this changes, we will update this Privacy Policy and provide any required opt-out rights.

5. Your Choices

You can manage app permissions through your mobile device settings, including location, Bluetooth, camera, photos, and notifications. Some features may not work if required permissions are disabled.

You may opt out of marketing emails by following the unsubscribe instructions in those emails or by contacting us.

You may request access to, correction of, or deletion of certain personal information by contacting us at info@alpenrentals.com. We may need to verify your identity before responding.

If the app allows account creation, you may also request account deletion. Some information may be retained where necessary for legal, tax, accounting, insurance, fraud prevention, safety, dispute resolution, or operational reasons.

6. Privacy Rights

Depending on where you live, you have specific rights regarding your personal information, including:

• Right of Access: Request a copy of your data.
• Right to Rectification: Correct inaccurate info.
• Right to Erasure (The 'Right to be Forgotten'): Request data deletion.
• Right to Data Portability: Receive your data in a machine-readable format.
• Right to Object: Stop processing for marketing.

California residents and residents of certain other U.S. states may have additional rights under applicable privacy laws, including rights to know, access, correct, delete, and opt out of certain uses of personal information. California guidance states that a notice at collection should link to a privacy policy and, where applicable, include a "Do Not Sell or Share" link.

European and UK users may have additional rights under GDPR or UK GDPR, including rights relating to access, correction, deletion, restriction, objection, portability, and withdrawal of consent. European data protection guidance also requires controllers to have an appropriate legal basis for personal data processing.

To exercise privacy rights, contact us at info@alpenrentals.com. We will respond as required by applicable law.

7. Legal Bases for Processing

Where required by law, we process personal information based on one or more legal bases, including:

Performance of a contract, such as providing bike rentals, processing payments, managing accounts, unlocking bikes, and supporting rides.

Legitimate interests, such as securing our bikes, preventing fraud, improving services, supporting hotel and resort operations, and responding to customer issues.

Consent, such as where you grant optional device permissions or agree to receive certain marketing communications.

Legal obligations, such as tax, accounting, insurance, safety, regulatory, and compliance requirements.

8. Data Retention

We retain your information for as long as necessary to provide the Alpen service, fulfill the "Experience" features of the App, and protect our legal rights. Retention periods vary by data type:

• Account and Profile Information: Retained for as long as your account is active. If you request account deletion, we may retain certain data for a limited period to resolve pending transactions or disputes.
• Ride, Route, and "Experience" Data: Retained for the life of your account to provide you with historical trip summaries, performance analytics, and personalized route history.
• Legal Waivers and Identity Verification: Retained for a minimum of seven (7) years (or the applicable statute of limitations) to defend against legal claims, comply with insurance requirements, and prevent fraud.
• Transaction and Financial Records: Retained as required by tax, accounting, and regulatory obligations (typically 7 years).
• Parking Photos and Incident Records: Retained as needed for operational verification, insurance claims, and dispute resolution.
• De-identified or Aggregated Data: We may retain de-identified, anonymous, or aggregated data (such as route popularity heatmaps or fleet performance metrics) indefinitely for business analytics and service improvement.

When information is no longer needed for these purposes, we will delete it, de-identify it, or archive it in accordance with applicable law.

9. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. No system is perfectly secure, and we cannot guarantee that information will never be accessed, disclosed, altered, or destroyed without authorization.

You are responsible for keeping your account credentials secure and for notifying us if you believe your account has been compromised.

10. Children

Alpen is not intended for children. You must be old enough to lawfully create an account, enter into a rental agreement, and operate the type of bike you rent under applicable laws and Alpen rules.

We do not knowingly collect personal information from children under 13 and do not allow riders under the age of 18.

11. International Transfers

Alpen is based in the United States. If you use Alpen from outside the United States, your information may be processed in the United States or other countries that may have different data protection laws than your country of residence.

12. Third-Party Links and Services

The Alpen app or website may link to third-party websites, payment services, app stores, hotel or resort websites, mapping services, or support tools. Their privacy practices are governed by their own privacy policies. Alpen is not responsible for the privacy practices of third parties we do not control.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice as required by law, such as by updating the effective date, posting the revised policy, or providing an in-app or email notice.

14. Contact Us

For privacy questions or requests, contact us at: