Privacy Policy - Man And A Van Twickenham

Man And A Van Twickenham is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide removal, transport, and related services. It applies to all Man And A Van Twickenham customers in the area, including anyone who enquires about, books, or uses our services.

1. Who We Are

This Privacy Policy applies to Man And A Van Twickenham as the data controller for personal data collected in connection with our services. We determine how and why your personal data is processed for service delivery, administration, safety, and legal compliance.

We take a privacy-first approach and only process personal data where there is a clear and lawful reason to do so.

2. Personal Data We Collect

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

Identity details such as your name
Contact details such as telephone number and email address
Address details including collection and delivery locations
Booking information such as service dates, moving requirements, and special instructions
Payment information such as billing details and payment status
Communication records including emails, calls, messages, and notes related to your enquiry or booking
Service-related information such as access arrangements, property details, and item descriptions needed to complete the job
Technical data where relevant, such as device or website usage information if you contact us digitally

We do not intentionally collect more information than is necessary for the services requested. Special category data is not usually required, and we ask that you do not share it unless it is essential for the service and you choose to do so.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes
To manage bookings and deliver moving services
To plan routes, loading, unloading, and access arrangements
To process payments and maintain records
To communicate with you about your booking or service updates
To handle complaints, claims, or disputes
To meet legal, regulatory, tax, and insurance obligations
To improve our services, processes, and customer experience
To maintain safety, security, and fraud prevention measures

We will only use your data in ways that are compatible with the purposes for which it was collected, unless we reasonably determine that we need to use it for another lawful purpose that is compatible with the original purpose.

4. Lawful Basis for Processing

Under UK GDPR and GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on the following lawful bases:

Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, completing removals, and handling service-related communications.

Legal Obligation

We may process data where required to comply with legal duties, such as accounting, tax, insurance, safety, and record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service management, fraud prevention, operational planning, and improving our business. When relying on legitimate interests, we consider whether the processing is proportionate and respectful of your privacy.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to receive certain communications or where consent is required for a specific activity. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide our services. These third parties act as processors or, in some cases, independent controllers. We only share the minimum information needed for the relevant purpose.

Typical processors and service providers may include:

Payment processors to handle card or electronic payments
Accounting and bookkeeping providers for financial administration
IT and cloud storage providers for secure data hosting and business systems
Communication service providers for email, messaging, and phone systems
Professional advisers such as insurers, legal advisers, or auditors where necessary
Subcontracted service partners who assist with delivery or support tasks

All processors are expected to process personal data only on our instructions, keep it secure, and comply with applicable data protection laws. We do not sell your personal data.

6. International Transfers

If any of our processors store or access data outside the UK or the European Economic Area, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other legally approved transfer mechanisms.

7. Data Retention

We keep personal data only for as long as necessary for the purposes set out in this Privacy Policy, including any legal, accounting, tax, insurance, or dispute-resolution requirements.

Retention periods may vary depending on the type of data and the reason it was collected. In general:

Enquiry records may be retained for a limited period if no booking follows
Booking and service records are retained for the duration needed to complete the service and manage follow-up matters
Financial and tax-related records are retained for the period required by law
Complaint, claim, and legal correspondence may be retained until the matter is fully resolved and any limitation periods have expired

When data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe and appropriate manner.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and careful management of third-party access.

No method of transmission or storage is completely secure, but we take reasonable steps to protect the information we hold.

9. Your Rights

As a data subject, you have rights under data protection law. These may include the right to:

Access the personal data we hold about you
Rectification of inaccurate or incomplete data
Erasure of your data in certain circumstances
Restriction of processing in certain situations
Object to processing based on legitimate interests or direct marketing
Data portability where processing is based on consent or contract and carried out by automated means
Withdraw consent where we rely on consent to process your information

You also have the right to raise concerns with the relevant data protection authority if you believe your data has been handled unlawfully or unfairly. We encourage you to contact us first so we can address your concerns promptly.

10. Automated Decision-Making

We do not use fully automated decision-making or profiling in a way that produces legal or similarly significant effects on customers. If this changes, we will update this Privacy Policy and explain your rights in relation to such processing.

11. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children unless it is incidental and necessary in the context of providing our services, such as where family household information is included in a booking. If we become aware that data has been collected inappropriately, we will take steps to delete it where required.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our operations, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review it periodically to stay informed about how we protect your data.

13. How This Policy Applies

This Privacy Policy applies to all Man And A Van Twickenham customers in the area, including individuals and businesses who request quotations, make bookings, receive services, or communicate with us in connection with our moving and transport activities. By using our services, you acknowledge that your personal data may be processed in accordance with this policy and applicable data protection law.

14. Summary of Key Principles

We collect only the personal data needed to provide our services and manage our business
We process data on lawful bases such as contract, legal obligation, legitimate interests, and consent where appropriate
We share data only with trusted processors and relevant third parties when necessary
We keep data only as long as needed and dispose of it securely when no longer required
We respect your legal rights and aim to handle all requests fairly and promptly

Man And A Van Twickenham is committed to maintaining your trust by handling personal data responsibly, transparently, and in line with GDPR requirements.