Man with Van Removal Services Privacy Policy

This Privacy Policy explains how Man with Van - Removal Services collects, uses, discloses and protects personal data for all customers and prospective customers within our service area. We are committed to complying with the General Data Protection Regulation and all applicable data protection laws. This policy applies whenever you contact us, request a quote, book a service, or otherwise interact with us in connection with our removal services.

Data Controller and Scope

For the purposes of data protection law, Man with Van - Removal Services is the data controller for the personal data described in this policy. This Privacy Policy applies to all Man with Van - Removal Services customers and prospective customers in our service area, including individuals and business clients who make enquiries or bookings.

Personal Data We Collect

We collect and process different types of personal data that are necessary to provide our services, manage our relationship with you, and meet our legal obligations. The categories of personal data we may collect include:

Identification and contact details such as your name, address for collection and delivery, billing address, and other contact details you provide when requesting a quote or making a booking.

Booking and service information such as the date and time of your move, property access details you choose to share, inventory or description of items to be moved where necessary for the service, and any instructions or notes that you provide.

Communication records such as messages, enquiries, and other communications you send to us, and notes of interactions relating to quotes, bookings, complaints, or feedback.

Payment and billing data such as payment status, basic transaction details, and any information required to issue invoices or receipts. We do not store full payment card details if card payments are processed through third party payment providers.

Technical and usage data where you interact with our website or online tools, such as standard log information, device and browser details, approximate location based on IP address, and how you interact with our online content. This is used for security, troubleshooting and service improvement.

How We Collect Personal Data

We collect personal data directly from you when you request a quote, contact us by phone or other communication channels, make a booking, provide instructions related to your move, or give feedback or make a complaint. We may also collect data indirectly when you use our website or online enquiry forms, or when someone else books on your behalf and provides your details, for example if you are a tenant or recipient of a delivery service.

Lawful Bases for Processing

We only process personal data when we have a valid legal basis under data protection law. Depending on the circumstances, we rely on the following lawful bases:

Performance of a contract where processing your personal data is necessary to provide you with quotes, confirm bookings, carry out removal services, handle payments, and manage any related customer service.

Legitimate interests where processing is necessary for our legitimate business interests and does not override your rights and freedoms. This may include keeping basic records, improving our services, preventing fraud or misuse, and defending legal claims.

Compliance with legal obligations where we must process personal data to meet accounting, taxation, insurance, and other regulatory requirements.

Consent where we rely on your clear and informed consent for specific purposes, for example where you ask us to keep your details for future services or to contact you with certain optional information. Where processing is based on consent, you may withdraw your consent at any time.

Purposes for Which We Use Personal Data

We use the personal data we collect for the following purposes:

To provide quotes and respond to enquiries, including assessing your requirements, estimating costs, and communicating with you about potential bookings.

To manage bookings and deliver removal services, including planning routes, scheduling, coordinating staff, and fulfilling any special instructions relating to your move.

To process payments and maintain financial records, including issuing invoices and receipts, managing refunds where applicable, and keeping accounting records.

To provide customer support and manage our relationship with you, including handling feedback, queries and complaints, and notifying you about important information relating to your booking.

To protect our business and prevent misuse, including verifying information where necessary, preventing fraud or criminal activity, and managing disputes or claims.

To improve our services, including reviewing past work, analysing trends in enquiries and bookings, and enhancing how we communicate and operate.

Data Retention

We keep personal data only for as long as it is reasonably necessary for the purposes set out in this Privacy Policy and to comply with legal, accounting or reporting requirements. In general, we apply the following retention practices:

Enquiry data is kept for a period that allows us to follow up on your enquiry and maintain basic records of quotes provided. If no booking is made, we will not keep the data longer than is necessary for this purpose.

Booking and service records are retained for a period consistent with our contractual obligations, insurance requirements, and applicable limitation periods for legal claims.

Financial and transaction records are retained for the period required by tax and accounting laws.

Where we rely on your consent to keep your details for future services or marketing, we will retain this data until you withdraw your consent or request deletion, subject to any overriding legal obligations.

Once personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be linked to an identifiable individual.

Data Processors and Third Party Recipients

We may share personal data with carefully selected third parties who act as data processors on our behalf. These processors are only permitted to use your personal data in accordance with our instructions and for the purposes described in this policy. They are required to implement appropriate security measures and to comply with data protection laws. Processors may include:

Payment service providers who process card or electronic payments and manage payment security.

IT and hosting providers who support our website, email, and other digital systems.

Accountants or professional advisers who assist with financial, legal or regulatory obligations.

We may also share data where required by law, regulation or legal process, or where it is necessary to establish, exercise or defend legal claims. Personal data is not sold to third parties.

International Data Transfers

If any of our service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place before transferring personal data, such as standard contractual clauses or other approved mechanisms. These safeguards are designed to protect your data and ensure that it remains subject to a level of protection essentially equivalent to that provided under the GDPR.

Data Security

We take the security of your personal data seriously and implement reasonable technical and organisational measures to protect it against unauthorised access, loss, misuse, or disclosure. These measures include access controls, secure storage, and limiting personal data to what is necessary for the relevant purpose. While we strive to protect your data, no method of transmission or storage can be guaranteed as completely secure, and you should take care when sending information to us.

Your Data Protection Rights

You have a number of rights in relation to the personal data that we hold about you. Subject to certain conditions and exemptions, these include:

The right of access, which allows you to request a copy of the personal data we hold about you and information about how we process it.

The right to rectification, which allows you to have inaccurate or incomplete personal data corrected.

The right to erasure, sometimes known as the right to be forgotten, which allows you to request that we delete personal data where there is no good reason for us to continue processing it.

The right to restrict processing, which allows you to request that we suspend processing of your data in certain circumstances.

The right to data portability, which allows you to obtain personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transfer it to another controller where technically feasible.

The right to object to processing, particularly where we are relying on legitimate interests as our lawful basis. You can also object at any time to the use of your personal data for direct marketing.

Where we rely on consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights or have questions about how your personal data is handled, you can contact us using the contact details provided on our main customer communication channels. We will respond to your request in accordance with applicable data protection laws and may need to verify your identity before acting on your request.

You also have the right to lodge a complaint with your local data protection authority if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve any concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any updates will be made available through our usual customer information channels. We encourage you to review this policy periodically to stay informed about how we use and protect your personal data.