Privacy Policy - Man And A Van Richmond

This Privacy Policy explains how Man And A Van Richmond collects, uses, stores, shares, and protects personal data when providing moving, transport, delivery, and related services. It applies to all Man And A Van Richmond customers in the area, including individuals, households, landlords, tenants, and business customers who request our services. We are committed to processing personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, or otherwise providing personal information to us, you acknowledge the practices described in this Privacy Policy. We only collect and use personal data where we have a valid legal basis and where the information is necessary for operational, legal, or service-related purposes.

1. Data We Collect

We collect only the data needed to deliver our services effectively, manage bookings, comply with legal obligations, and improve the customer experience. The categories of data we may collect include:

Identity information such as your name and, where relevant, business or company name.
Contact details including address, email address, and telephone number.
Service information such as booking details, moving date, pickup and delivery locations, property access notes, item lists, and special handling requirements.
Payment-related information necessary to process invoices, payments, refunds, or disputes. We do not retain payment card details longer than necessary and may rely on secure payment processors.
Communication records including emails, messages, call notes, complaint details, and service confirmations.
Operational data such as photographs taken for inventory, damage reports, estimates, and job completion records where appropriate.
Technical data if you interact with us online, including basic device and usage information that may be collected through website tools or analytics, where applicable.

We do not intentionally collect special category data unless it is necessary and you have provided it voluntarily, for example where access arrangements or medical considerations must be noted to complete a move safely. In such cases, we will handle that information with extra care and only use it for the specific purpose for which it was shared.

2. How We Use Your Data

We use personal data to provide our services, respond to enquiries, and run our business responsibly. The main purposes include:

preparing quotations and confirming bookings;
planning and carrying out removals, deliveries, and transport services;
communicating with you about scheduling, access, and service updates;
issuing invoices, receiving payments, and maintaining financial records;
handling complaints, claims, and after-service support;
meeting legal, tax, accounting, and regulatory obligations;
protecting our business, staff, and customers from fraud, misuse, or unsafe activity;
improving our services, training, and internal processes.

We only use personal data for the purposes for which it was collected unless we reasonably determine that another compatible purpose applies or we are required to use it for legal reasons.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we may rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing bookings, completing moves, and processing payments.

Legal Obligation

We process certain data to comply with laws that apply to our business, including tax, accounting, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include managing customer communications, preventing fraud, maintaining service records, and improving our operations.

Consent

Where required, we rely on your consent, for example for optional communications or the processing of certain sensitive information that you choose to provide. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We do not sell personal data. We may share data only when necessary to deliver our services, comply with legal obligations, or protect our legitimate interests. Where we use third parties to process personal data on our behalf, they act as processors and are required to handle data securely and only in line with our instructions.

Processors and service providers may include:

Payment processors that handle card or online payment transactions securely;
Accounting and bookkeeping providers used for invoicing, tax, and financial record management;
IT, hosting, and storage providers that support our systems, email, file storage, and business continuity;
Customer communication tools used for managing enquiry records, scheduling, and service updates;
Insurance or claims handlers where necessary to assess damage, liability, or service-related disputes;
Professional advisers such as accountants, legal advisers, or auditors, where required;
Public authorities or regulators when disclosure is required by law.

Where data is shared, we take reasonable steps to ensure it is protected by appropriate contractual and security measures. If personal data is transferred outside the UK, we will ensure that suitable safeguards are in place as required by applicable law.

5. Data Retention

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

In general:

quotation and enquiry records may be kept for a reasonable period to manage follow-up questions and business administration;
customer service and booking records may be retained for the duration of the contract and for a period after completion;
financial and tax records are kept for the period required by law;
complaints, claims, and incident records may be retained longer where necessary to defend legal rights or resolve disputes;
data held with consent is kept until consent is withdrawn or it is no longer needed.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to safeguard personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access on a need-to-know basis. While no system can be guaranteed completely secure, we continually review our processes to protect the information entrusted to us.

7. Your Rights

As a data subject, you have rights under the UK GDPR in relation to your personal data. Subject to legal conditions and exemptions, these rights include:

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

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise any concerns with us first so that we can try to resolve the issue promptly and fairly.

8. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or service arrangement and is provided by an adult customer. If we become aware that data has been collected inappropriately, we will take steps to delete it where required.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

In summary: Man And A Van Richmond processes personal data only where necessary, keeps it secure, shares it responsibly with trusted processors, and respects your legal rights under data protection law.