Privacy Policy - Man With Van Ruislip

This Privacy Policy explains how Man With Van Ruislip collects, uses, stores, shares, and protects personal data in connection with its moving, transport, and related services. It applies to all Man With Van Ruislip customers in area, including individuals, households, landlords, tenants, and businesses who request or use our services. We are committed to handling personal data fairly, lawfully, and transparently in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that your personal data may be processed in the ways described below. We only collect data that is necessary for legitimate business purposes and we take steps to ensure it is accurate, secure, and retained only for as long as needed.

1. Personal Data We Collect

We may collect and process different categories of personal data depending on how you interact with us. This may include:

Identity information: name, title, and, where relevant, company or business name.
Contact information: address, email address, telephone number, and collection or delivery location details.
Service details: moving dates, inventory lists, access instructions, property type, special handling requirements, and parking or loading arrangements.
Payment information: billing details, transaction records, and payment status. We do not store card details unless necessary through secure payment processors.
Communication data: emails, text messages, call notes, quotations, complaints, feedback, and booking correspondence.
Technical and usage data: website or device information if you contact us online, such as IP address, browser type, or session details, where applicable.
Special instructions: any information you provide relating to vulnerable access needs, item fragility, or other service-related requirements.

We usually collect personal data directly from you when you request a quote, make a booking, communicate with us, or complete a transaction. We may also receive data from third parties, such as estate agents, landlords, property managers, or payment providers, where this is necessary to deliver the service or manage the booking.

2. How We Use Your Personal Data

We use personal data only for specified, explicit, and legitimate purposes. These include:

providing moving and transport services;
preparing quotes and confirming bookings;
planning routes, vehicle allocation, and labour requirements;
communicating about service changes, delivery times, and access arrangements;
processing invoices, payments, and refunds;
managing customer support, complaints, and dispute resolution;
meeting legal, tax, insurance, and regulatory obligations;
improving our services, administration, and operational efficiency;
maintaining records for audit and business protection purposes.

We do not use your personal data for purposes that are incompatible with the reasons it was collected unless we are required or permitted by law to do so.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, our lawful bases may include:

Contract

We process personal data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes quoting, booking, moving goods, and arranging payment.

Legal Obligation

We may process data where necessary to comply with legal and regulatory requirements, including tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service management, fraud prevention, internal administration, and maintaining business records.

Consent

In limited cases, we may rely on your consent, such as when you voluntarily provide optional information not required for the service. Where consent is used, you can withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us deliver our services. These third parties act as data processors or, in some cases, as independent controllers. We only share data when necessary and we require appropriate safeguards to be in place.

Typical processors and recipients may include:

Payment processors: to handle secure payments and refunds.
Accounting and bookkeeping providers: to manage invoicing, tax, and financial records.
IT and cloud service providers: to store data, secure systems, and support communications.
Customer management tools: to organise bookings, service notes, and communications.
Insurance providers and legal advisers: where needed to handle claims, disputes, or compliance matters.
Subcontractors or crew members: where necessary to complete a move or delivery you have requested.

Where data is shared with processors, they are required to act only on our instructions, use appropriate security measures, and comply with applicable data protection laws. We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the reason for processing.

Booking and contract records: retained for the duration of the service and for a reasonable period afterwards for administration, complaints, and audit purposes.
Financial records: retained for the period required by tax and accounting law.
Communication records: retained as long as needed to deal with queries, disputes, and service history.
Operational notes: kept only as long as necessary for service delivery and internal management.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. If data must be retained for legal reasons, we will restrict its use to those purposes only.

6. Data Security

We take the security of personal data seriously and use reasonable technical and organisational measures to protect it against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to personal data on a need-to-know basis.

While no system can be guaranteed completely secure, we continually review our controls and procedures to reduce risk and respond appropriately to any suspected data incident.

7. Your Rights Under Data Protection Law

You have a number of rights in relation to your personal data. Subject to legal limits and exemptions, these may include:

Right of access: to request a copy of the personal data we hold about you.
Right to rectification: to ask us to correct inaccurate or incomplete data.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain situations.
Right to object: to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability: to request transfer of certain data in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns about our data handling practices with the Information Commissioner's Office (ICO) if you believe your rights have been infringed. We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

8. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data directly from children. If information about a child is included as part of a moving arrangement, it will only be processed where necessary for the service and in line with applicable legal requirements.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our internal practices. The most current version will apply to the processing of your personal data. We recommend reviewing this policy periodically to stay informed about how your information is handled.

10. Scope of This Policy

This Privacy Policy applies to all customers of Man With Van Ruislip in the area, including anyone who requests a quote, makes a booking, receives a service, or otherwise interacts with us in connection with removals, transport, or related support. By engaging our services, you agree that your personal data will be processed in accordance with this policy and applicable data protection law.

We are committed to respecting your privacy and using your data responsibly. If our practices change, we will update this policy accordingly and apply the revised terms from the relevant date of publication.