Privacy Policy
Man with Van Waterloo Privacy Policy
This Privacy Policy explains how Man with Van Waterloo collects, uses, stores, and protects personal data in connection with our moving and transport services. It also explains your rights under the UK General Data Protection Regulation and the EU General Data Protection Regulation, together referred to here as GDPR. This policy applies to all Man with Van Waterloo customers and prospective customers in our service area, including individuals and businesses who contact us, request a quotation, make a booking, or otherwise interact with us.
Data Controller
Man with Van Waterloo is the controller of the personal data described in this Privacy Policy. As the controller, we determine the purposes and means of processing personal data in connection with our services.
Personal Data We Collect
We collect and process different categories of personal data depending on how you interact with us. The types of information we may collect include the following.
Identity and contact details such as name, address, pick up and delivery addresses, contact address, and any other contact information you choose to provide when you make enquiries or bookings.
Service and booking details such as the date and time of your move, the type and size of vehicle required, access details at the property, inventory or description of items to be moved, and any instructions or notes you provide related to the service.
Communication data such as the content of any messages, enquiries, complaints, or feedback you send to us, along with the date and time of the communication and the communication channel used.
Billing and transaction information such as the amount charged, date of payment, payment method, and basic payment confirmation details. We do not store full payment card details where payment is taken through third party payment processors.
Technical and usage information such as basic device and browser information, and general usage data associated with your interactions with our website or communication tools, where this is collected for security, analytics, or service improvement purposes.
How We Collect Personal Data
We collect personal data directly from you when you contact us to request information, quotations, or services, when you confirm a booking, when you communicate with us by any channel, or when you provide feedback. We may also receive personal data from third parties who are arranging a move on your behalf, such as a family member, employer, or another organisation, in which case we expect them to have your permission to share your details.
Lawful Bases for Processing
Under GDPR, we must have a lawful basis for processing your personal data. Man with Van Waterloo relies on the following lawful bases depending on the purpose of processing.
Performance of a contract. We process personal data when it is necessary to take steps at your request before entering into a contract or to perform our contract with you. This includes providing quotations, confirming bookings, planning and carrying out your move, issuing invoices, and handling customer support related to the service.
Legitimate interests. We process personal data for our legitimate business interests where these are not overridden by your rights and interests. This may include managing and improving our services, maintaining business records, ensuring the security and integrity of our systems and vehicles, training our staff, and pursuing or defending legal claims.
Legal obligations. We process certain personal data where this is necessary to comply with legal and regulatory requirements, including accounting, tax, insurance, and record keeping obligations.
Consent. In limited circumstances, we may rely on your consent, for example for certain types of marketing communication where consent is required by law. Where we rely on consent, you can withdraw it at any time.
How We Use Your Personal Data
We use personal data for the purposes described below and for closely related purposes that are compatible with the original purpose.
To provide and manage our services, including handling enquiries, preparing and sending quotations, confirming and managing bookings, carrying out moves and deliveries, and providing after service support.
To communicate with you about your enquiries, bookings, changes to services, service related updates, and any questions or complaints you raise.
To manage payments, accounting, and invoicing, including confirming payment, issuing receipts, managing any refunds where applicable, and keeping financial records.
To improve and develop our services, such as analysing service performance, reviewing customer feedback, and training our staff.
To protect our rights, property, and safety, and those of our customers and staff, including preventing fraud and misuse of our services and enforcing our contractual terms.
To comply with applicable laws and regulations, including responding to lawful requests from authorities where we are legally required to do so.
Data Processors and Third Parties
We may share your personal data with trusted third parties who act as processors on our behalf. These processors are only permitted to process personal data in accordance with our instructions and for the purposes described in this Privacy Policy, and we require them to implement appropriate technical and organisational measures to protect your data.
Categories of processors may include providers of information technology and communications systems, including hosting providers, email and messaging services, and systems used to manage bookings and customer relationships. We may use payment processing providers to handle transactions securely on our behalf. We may also use professional service providers such as accountants, insurers, and legal advisers where access to relevant personal data is necessary to provide their services.
Where processors are located outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other recognised transfer mechanisms, to protect your personal data to a standard equivalent to that under GDPR.
Data Retention
We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements.
Customer and booking records are normally kept for a period that allows us to manage our ongoing relationship with you, deal with any complaints or disputes, and meet our tax and accounting obligations. After the relevant retention period has expired, personal data is securely deleted or anonymised so that it no longer identifies you.
The exact retention period may vary depending on the type of data and the applicable legal requirements. We periodically review the data we hold and delete or anonymise it when it is no longer needed.
Data Security
We take appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include restricting access to personal data to staff and processors who need it to perform their duties, training our staff about data protection responsibilities, and using appropriate security controls on our systems. While we take reasonable steps to protect your data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
Your GDPR Rights
Under GDPR, you have a number of rights in relation to your personal data held by Man with Van Waterloo. These rights apply to all our customers in our service area, subject to certain conditions and legal exceptions.
Right of access. You have the right to request confirmation of whether we process your personal data and to receive a copy of that data, along with information about how we use it.
Right to rectification. You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to erasure. In certain circumstances, you may have the right to ask us to delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.
Right to restriction. You have the right to request that we restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised.
Right to object. You may have the right to object to processing that is based on our legitimate interests, including profiling, on grounds relating to your particular situation. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests and rights or where processing is necessary for legal claims.
Right to data portability. Where processing is based on consent or on a contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, and machine readable format and to request that we transmit it directly to another controller, where technically feasible.
Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing that took place before withdrawal.
Exercising Your Rights and Complaints
You can exercise your data protection rights by contacting us and clearly stating which right you wish to exercise and providing sufficient information for us to identify you and locate your data. We may need to request additional information to verify your identity before responding. We aim to respond to all valid requests within the time limits set by GDPR and will inform you if we need more time due to the complexity or number of requests.
If you have concerns about how we handle your personal data, we encourage you to contact us so that we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the country where you live or work, or where you believe a breach of data protection law has occurred.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or changes in legal or regulatory requirements. The updated version will apply from the date it is published. We encourage you to review this policy periodically so that you remain informed about how Man with Van Waterloo protects your personal data.
