Privacy Policy - Man With Van Waterloo

This Privacy Policy explains how Man With Van Waterloo collects, uses, stores, and shares personal data when providing moving, delivery, and related services. It applies to all Man With Van Waterloo customers in the area, including individuals and businesses who request a quote, make a booking, receive services, or otherwise interact with us. We are committed to handling personal data in a manner that is lawful, fair, transparent, and consistent with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please read this policy carefully to understand how your information is treated.

1. Personal Data We Collect

We collect only the personal data needed to provide our services, manage customer relationships, operate our business, and comply with legal obligations. The information we may collect includes:

Identity details such as your name and title.
Contact details such as phone number, email address, and service address.
Service information including moving dates, pickup and delivery locations, property access details, and item descriptions.
Billing and payment information needed to arrange invoicing and process transactions.
Communication records such as emails, messages, booking notes, and complaints.
Technical information if you use our online services, including device type, browser data, and limited usage data.
Special instructions relevant to the safe and efficient delivery of our services, such as parking arrangements or access restrictions.

We may also receive personal data from third parties where necessary to provide services, for example from estate agents, landlords, business clients, or other authorised representatives acting on your behalf.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and respond to enquiries.
To schedule, confirm, and carry out removals, collections, and deliveries.
To process payments, issue invoices, and keep financial records.
To communicate with customers about bookings, service updates, or changes.
To manage complaints, claims, and service issues.
To comply with legal, tax, and regulatory requirements.
To improve our operations, customer service, and service planning.
To protect against fraud, misuse, or unlawful activity.

We only use personal data for legitimate business reasons and do not use it in ways that are incompatible with the purposes for which it was collected.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for using personal data. Man With Van Waterloo relies on the following lawful bases:

Contract: We process data when it is necessary to enter into or perform a contract with you, such as arranging and delivering a moving service.
Legal obligation: We may process and retain data where required by law, including tax, accounting, insurance, and record-keeping obligations.
Legitimate interests: We may process data to run and improve our business, communicate with customers, prevent fraud, and manage service quality, provided these interests do not override your rights.
Consent: In limited situations, we may rely on your consent, for example where it is required for optional communications or specific uses of data. You may withdraw consent at any time where it is the basis for processing.

We always aim to ensure that our processing is proportionate and respectful of your privacy.

4. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason it is held.

Booking and service records are typically retained for a reasonable period to manage customer history, disputes, and service verification.
Financial and invoicing records are kept for the period required by tax and accounting laws.
Communication records may be retained for operational, customer service, and evidential purposes.
Information held for legal claims may be retained for longer where necessary to defend or establish legal rights.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in accordance with our retention practices.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and deliver services. These third parties act as processors or independent controllers depending on the context.

Processors We May Use

Payment service providers that handle transactions securely.
Accounting and bookkeeping providers that support financial administration.
IT and cloud storage providers that host, maintain, or secure our systems.
Communication service providers that help us send messages or manage customer enquiries.
Operational subcontractors who may assist with moving services under our instruction.

Where we use processors, we require them to act only on our instructions, keep personal data secure, and comply with relevant data protection laws. We do not sell personal data.

We may also disclose information where required by law, court order, or legal process, or where necessary to protect our rights, customers, staff, or property.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures are designed to reflect the nature of the data we process and the risks involved.

Although no system can be guaranteed completely secure, we aim to maintain a high standard of protection and review our safeguards periodically. We expect all third parties handling personal data on our behalf to apply similar security standards.

7. Your Rights Under GDPR

You have rights over your personal data. Subject to certain conditions and legal limits, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your data in certain circumstances.
Restrict processing in some situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for information you provided to us in a structured, commonly used format, where applicable.
Withdraw consent where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

We may need to verify your identity before responding to a request, and we will respond within the time limits required by law.

8. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children except where it is necessary in connection with a household move or other lawful service arrangement and only where appropriate safeguards apply.

9. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place in accordance with data protection law. This may include standard contractual protections or use of providers in jurisdictions with adequate legal safeguards.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our business practices. Any updates will take effect when published or otherwise communicated to affected individuals. We encourage you to review this policy periodically.

11. Summary of Our Privacy Commitments

We collect only the information needed to provide and manage our services.
We use personal data on a lawful basis such as contract, legal obligation, legitimate interests, or consent.
We retain data only for as long as necessary and dispose of it securely when no longer needed.
We use trusted processors under strict data protection terms.
We respect your rights and aim to make it easy for you to exercise them.

Man With Van Waterloo is committed to protecting privacy and using personal data responsibly. If you are a customer in the Waterloo area, this policy explains how your information is handled whenever you choose our services.