Man and a Van London Privacy Policy
This Privacy Policy explains how Man and a Van London collects, uses, stores and protects personal data relating to our customers and prospective customers within our service area. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and related legislation.
Scope of this Privacy Policy
This Privacy Policy applies to all Man and a Van London customers and individuals who make enquiries or bookings for our services within our operating area. It applies to personal data collected through any contact method, including telephone, written correspondence, text-based messaging services, online forms, and in person.
Data Controller
For the purposes of data protection law, Man and a Van London is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed, in line with the law.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us and which services you use. The main categories of personal data we may collect are:
Identification and contact details, including name, address, collection and delivery addresses, and contact details such as mobile number or other communication details you provide.
Booking and service information, including details about the removal or transport service you require, dates and times, property access information, special instructions, inventory notes, and any related correspondence.
Payment and invoicing data, including information necessary to process payments and maintain accounting records, such as payee name, billing address and transaction details. We do not store full card details when third-party payment services are used.
Communication records, including enquiries, messages and feedback exchanged with us via telephone, text-based messaging services, and any other communication channels we use.
Technical and usage information, where applicable, such as basic device or browser information and approximate location when you interact with any online form or digital service we provide.
Lawful Basis for Processing
We process your personal data only where we have a lawful basis to do so. Depending on the situation, the lawful basis will usually be one or more of the following:
Contract. We use your personal data to provide quotations, confirm and deliver our services, manage bookings, communicate with you about your booking, handle payments and deal with follow-up questions or issues.
Legal obligation. We may process and retain certain data to comply with legal and regulatory requirements, including accounting, tax and record-keeping duties, and to respond to requests from authorities where required by law.
Legitimate interests. We may process personal data for our legitimate business interests, such as managing and improving our services, training staff, handling customer queries, preventing fraud or misuse, and maintaining business records. When relying on legitimate interests, we balance our interests against your rights and expectations.
Consent. For certain optional activities, such as direct marketing communications that go beyond what you would reasonably expect, we may rely on your consent. You can withdraw consent at any time by contacting us using the details provided in this Privacy Policy or by following any applicable opt-out instructions.
How We Use Your Personal Data
We use your personal data only for purposes that are compatible with the reasons for which it was originally collected. Typical uses include:
Providing quotations, confirming availability and responding to enquiries.
Planning and delivering man and van, removal and transport services, including coordinating routes and timings.
Communicating with you about your booking, including any changes, delays or follow-up matters.
Processing payments, issuing invoices and maintaining appropriate business and financial records.
Monitoring service quality, managing complaints and handling customer service queries.
Improving our services, for example by reviewing feedback and internal reporting.
Protecting our rights, property and safety, and that of our staff, customers and the public, including the prevention and detection of fraud.
Data Retention
We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, and to meet any legal, accounting or reporting requirements. The specific retention periods can vary depending on the type of data and our obligations.
Booking and service records are generally kept for a period necessary to deal with any queries, disputes or claims that may arise following completion of the service, and to satisfy our legal and tax obligations.
Financial and invoicing records are retained for the period required by applicable tax and accounting laws.
General enquiries and correspondence that do not lead to a booking may be retained for a shorter period, provided there is no ongoing need to keep them.
When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be linked to you.
Data Processors and Third Parties
We may share your personal data with selected third parties who act as data processors on our behalf. These service providers may include:
IT, hosting and communication service providers that enable us to store data securely, manage communications and maintain our systems.
Payment processing providers that facilitate secure payments and refunds.
Professional advisers, such as accountants or legal advisers, where necessary for the operation of our business.
Any such processors are only permitted to use your personal data in accordance with our instructions and for the purposes specified in a written contract. They must implement appropriate security measures and are not allowed to use your personal data for their own independent purposes.
In certain circumstances, we may also need to share personal data with other third parties acting as independent data controllers, such as insurers, law enforcement bodies, regulatory authorities or courts, where this is required by law or necessary to protect our legitimate interests or those of others.
International Transfers
If we transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your data in accordance with data protection laws. This may include the use of standard contractual clauses or other approved mechanisms. Where such transfers occur, we will take steps to ensure that your rights continue to be protected.
Data Security
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, unlawful processing, accidental loss, destruction or damage. These measures include restricting access to personal data to staff who need it to perform their duties, using secure storage and communication systems where reasonably possible, and regularly reviewing our security arrangements. However, no system can be guaranteed to be completely secure, and you are encouraged to take care when sharing personal data with us.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to the personal data we hold about you. Subject to certain conditions and exceptions, these may include:
Right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data, together with further information about our use of it.
Right to rectification. You can ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or you withdraw consent where consent was the only lawful basis.
Right to restriction. You can request that we restrict the processing of your personal data in specific situations, such as while we are assessing a correction request or an objection.
Right to object. You can object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is required for legal claims.
Right to data portability. Where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or that we transmit it to another controller where technically feasible.
Right to withdraw consent. Where we rely on your consent to process personal data, you may withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.
Exercising Your Rights and Complaints
If you wish to exercise any of your rights or have questions about this Privacy Policy or our handling of your personal data, you can contact us using the contact details published on our official materials or through the same channel you used to engage our services.
You also have the right to lodge a complaint with a supervisory authority if you believe your data protection rights have been infringed. In the United Kingdom, this is typically the national data protection regulator. We would, however, appreciate the opportunity to address your concerns directly before you approach a supervisory authority.
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 take effect from the date they are published. You are encouraged to review this Privacy Policy periodically to stay informed about how we protect your personal data.
