Man with Van Richmond Upon Thames Privacy Policy

This Privacy Policy explains how Man with Van Richmond Upon Thames collects, uses, stores, shares, and protects personal data. It applies to all customers and prospective customers of Man with Van Richmond Upon Thames within the Richmond Upon Thames area, including any person who contacts us, requests a quote, makes a booking, or uses our man with a van and related services.

We are committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. This Policy describes our role as data controller in relation to the personal data we handle.

Personal Data We Collect

We only collect personal data that is necessary for providing and managing our services. The types of personal data we may collect include:

Identification and contact details: name, title, postal address, service address, billing address, and any contact details you choose to provide such as email address or other communication identifiers.

Booking and service information: date and time of the move or transport, pick-up and drop-off locations, property access details you choose to share, inventory notes or descriptions of items to be moved, and any specific instructions related to the service.

Payment and transaction data: details relating to the payment method used, partial payment details as may appear on invoices or payment confirmations, transaction amounts, and payment status. We do not store full payment card details; where card details are processed, this is done by secure payment processors.

Communication records: information contained in messages, enquiries, and correspondence between you and Man with Van Richmond Upon Thames, including any feedback, testimonials, or complaints you choose to provide.

Technical and usage information: limited technical information such as the date and time of enquiries made through online forms, and any service preferences you express. We do not intentionally collect more technical data than is necessary for the proper functioning of our service channels.

How We Collect Personal Data

We collect personal data in the following ways:

Directly from you: when you contact us for information, request a quote, make a booking, use our services, or communicate with us by phone, online forms, messaging platforms, or in writing.

During service delivery: when our staff attend at your premises or chosen locations and record relevant operational details needed to complete the booking safely and efficiently.

From third parties: in limited situations, where another person books a service on your behalf or provides your contact details in order to coordinate a move or delivery. In such cases we assume they are authorised to share your information, and we use it only for the purposes described in this Policy.

Lawful Bases for Processing

We process personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contract: we process your personal data when it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes providing quotes, confirming bookings, delivering man with a van services, handling payments, and managing aftercare or follow-up communications.

Legitimate interests: we may process personal data where it is necessary for our legitimate business interests, and where these are not overridden by your rights and freedoms. Examples include managing and improving our services, preventing fraud or misuse, maintaining business records, and responding to general enquiries. When relying on this basis we consider the impact on your privacy and implement safeguards.

Legal obligations: we may process and retain certain information where required to comply with legal or regulatory obligations, such as tax, accounting, or record-keeping requirements, or to respond to lawful requests from authorities.

Consent: in limited circumstances, we may ask for your explicit consent to process your data for a specific purpose, such as using a testimonial with your name or sending certain forms of direct marketing. Where we rely on consent, you can withdraw it at any time, and we will explain how to do so at the point of collection.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To provide quotes, confirm availability, and respond to service enquiries.

To create and manage bookings, plan routes, allocate staff and vehicles, and deliver our man with a van services.

To issue invoices, process payments via our payment processors, and manage refunds or adjustments.

To communicate with you about your booking, including confirmations, changes, and updates relating to the services you have requested.

To handle complaints, resolve disputes, and provide customer support.

To maintain internal records, conduct analysis to improve our services, and ensure safe and efficient operations.

To comply with applicable laws, regulations, and lawful requests from authorities.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties only where necessary and in accordance with this Privacy Policy.

Service providers and processors: we may use third party providers to support our operations, such as payment processors, accounting or invoicing services, customer management tools, and secure data storage or hosting providers. These providers act as data processors and are only permitted to process personal data on our instructions, for the purposes described in this Policy, and with appropriate security measures in place.

Operational partners: where needed, we may share minimal personal data with subcontracted drivers or removal partners involved in fulfilling your booking. This information is limited to what is required to perform the requested services, such as your name, relevant addresses, and contact details.

Legal and regulatory recipients: we may disclose personal data if required to do so by law or when we believe that disclosure is necessary to protect our rights, comply with judicial proceedings, court orders, or lawful requests from public authorities.

Whenever we engage data processors, we ensure there is a written agreement in place requiring them to handle your data in compliance with data protection law and our instructions.

International Data Transfers

Where personal data is transferred outside the United Kingdom or the European Economic Area by our service providers, we take steps to ensure that appropriate safeguards are in place. These may include reliance on adequacy regulations, standard contractual clauses, or equivalent measures designed to protect your personal data and uphold your rights.

Data Retention

We keep personal data only for as long as it is reasonably necessary for the purposes for which it was collected, and to meet legal, accounting, or reporting requirements.

In general, we retain booking and transaction records, which may include your contact details and service information, for a period aligned with legal and tax requirements. Communications relating to enquiries, quotes, and customer support may be retained for an appropriate period in order to manage our relationship with you, resolve issues, and improve our services.

When personal data is no longer needed, we will securely delete or anonymise it, unless we are required to keep it for a longer period by law.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Man with Van Richmond Upon Thames customers and individuals whose data we process in the Richmond Upon Thames area, subject to certain legal limitations and conditions.

Right of access: you have the right to request confirmation of whether we process your personal data and, if so, to receive a copy and certain information about how it is used.

Right to rectification: you have the right to ask us to correct or update inaccurate or incomplete personal data.

Right to erasure: in certain circumstances you may request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you have withdrawn consent and there is no other legal basis for processing.

Right to restriction: you may ask us to restrict the processing of your personal data in specific situations, such as while we verify its accuracy or assess an objection you have raised.

Right to object: you have the right to object to processing based on our legitimate interests, on grounds relating to your particular situation. We will stop processing your data unless we can demonstrate compelling legitimate grounds or the processing is required for legal claims.

Right to data portability: where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, machine-readable format, or that we transmit it to another controller where technically feasible.

Right to withdraw consent: where we rely on your consent, you can withdraw it at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to those staff and processors who need it for legitimate business purposes, and requiring them to respect its confidentiality.

Updates to This Privacy Policy

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

Contact and Complaints

If you have any questions about this Privacy Policy or how Man with Van Richmond Upon Thames handles your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the details provided on our customer communication channels.

You also have the right to lodge a complaint with the data protection supervisory authority if you are concerned about how your personal data is being handled. In the United Kingdom, this is the Information Commissioner's Office.