Privacy Policy - Man With Van Richmond

This Privacy Policy explains how Man With Van Richmond collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Richmond customers in the Richmond area, including anyone who requests a quote, books a service, receives a moving or delivery service, or otherwise interacts with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man With Van Richmond provides man and van, removals, delivery, transport, and related moving services. In the course of providing these services, we act as a data controller for personal information relating to our customers, prospective customers, and other individuals whose data we receive in connection with a booking or service enquiry.

We only collect and process personal data that is relevant, necessary, and proportionate to the services we provide. We do not sell personal data.

2. Personal Data We Collect

We may collect the following types of information:

Identity information such as your name or business name.
Contact information such as your address, telephone number, and email address.
Booking and service details such as pick-up and delivery addresses, move dates, service instructions, inventory details, and access requirements.
Payment information such as transaction records and limited payment details necessary to process or verify payment.
Communication records such as emails, message history, quotes, complaints, and service notes.
Technical information where applicable, such as basic website usage data, device information, and log data collected through security and functionality tools.
Special category data only where you provide it voluntarily and where it is necessary for a specific service requirement, such as accessibility needs or health-related delivery instructions. We will only process this where lawful and appropriate safeguards are in place.

We generally collect personal data directly from you when you enquire about or use our services. We may also receive data from third parties such as business partners, referral sources, payment providers, or property managers where this is necessary for the service.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries.
To manage bookings, schedules, routes, and service delivery.
To process payments, refunds, and accounting records.
To communicate with you about your booking, service updates, or service issues.
To handle complaints, claims, disputes, or insurance matters.
To maintain business records, improve service quality, and support operational planning.
To comply with legal and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We will only use your data for purposes compatible with the reason it was collected. If we need to use your data for a new purpose, we will ensure there is a lawful basis before doing so.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under UK GDPR. Depending on the circumstances, we rely on one or more of the following:

Contract

We process data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the move, and managing payment.

Legal Obligation

We may process personal data where necessary to comply with legal obligations, including tax, accounting, record-keeping, or responding to lawful requests from public authorities.

Legitimate Interests

We may process 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 administration, fraud prevention, business record management, customer support, and internal quality improvement.

Consent

In limited cases, we may rely on your consent, for example for optional communications or where special category data is provided and consent is the most appropriate basis. Where we rely on consent, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors or independent controllers depending on the service they provide.

Processors may include:

Payment service providers who process card or electronic payments.
Accounting and bookkeeping providers who support financial administration and tax compliance.
IT and cloud storage providers who host, secure, or maintain our data systems.
Communication and messaging providers who help us send booking updates or respond to enquiries.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We require processors to protect personal data, process it only on our instructions, and apply appropriate technical and organisational security measures. We may also disclose personal data where necessary to comply with the law, enforce our agreements, or protect the rights, property, or safety of our customers, staff, or the public.

Where data is transferred outside the UK, we ensure appropriate safeguards are in place.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Retention periods may vary depending on the type of data and the nature of the service provided.

Enquiry and quote records may be retained for a limited period for administration, follow-up, or dispute handling.
Booking, invoice, and payment records may be retained for tax, accounting, and legal compliance purposes.
Correspondence and complaint records may be retained for service management and evidence in case of disputes.
Technical and security logs are retained only as long as needed for security, troubleshooting, and operational purposes.

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

7. Data Security

We use appropriate technical and organisational measures to safeguard personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality expectations, and data minimisation practices. Although no system is completely secure, we take reasonable steps to protect the information we hold.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the legal basis for processing and the circumstances of your request.

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 request that we limit how your data is used in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – to receive certain data in a structured, commonly used format where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent – where consent is relied upon, you may withdraw it at any time.

You may also have the right to challenge decisions made solely by automated means, although we do not typically use automated decision-making in our services.

9. How to Exercise Your Rights

If you wish to exercise any of your rights, you may make a request using the details we provide in our service communications or records. We may need to verify your identity before responding to your request. We aim to respond within the time limits required by law and may extend the timeframe where requests are complex or numerous.

10. Complaints

If you are concerned about how we handle your personal data, you have the right to raise a complaint with the relevant data protection authority. We encourage you to contact us first so that we can try to resolve the matter promptly and fairly.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is made available. We recommend reviewing this policy periodically to stay informed about how we protect your personal data.

12. Summary of Our Commitment

Man With Van Richmond is committed to processing personal data responsibly, securely, and in compliance with data protection law. We collect only the information needed to deliver our services, use it for clear and lawful purposes, keep it only as long as necessary, and respect your rights at every stage.

This policy applies to all Man With Van Richmond customers in the Richmond area.