Privacy Policy - Man And A Van Roehampton

This Privacy Policy explains how Man And A Van Roehampton collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, loading, unloading, and related services. It applies to all Man And A Van Roehampton customers in the area, including individuals, households, landlords, tenants, and business clients who use our services within Roehampton and surrounding local areas.

We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy also explains the rights available to you in relation to your personal data.

1. Information We Collect

We collect only the information needed to provide our services, manage bookings, communicate with customers, and meet legal or operational obligations. The personal data we may collect includes:

• Identity information: name, title, and any relevant business or household details.
• Contact information: email address, phone number, and service address.
• Booking and service information: moving dates, item descriptions, property access details, special handling instructions, and related service preferences.
• Payment information: billing details, transaction records, and payment confirmations. Card data is processed securely by payment providers and is not stored by us unless necessary for legitimate administrative purposes.
• Communications: messages, call notes, email correspondence, complaints, and feedback.
• Technical data: limited website or device information such as IP address, browser type, and general usage data if you interact with our digital services.
• Verification or compliance data: information that may be required to confirm identity, address, or legal entitlement to use our services.

We do not knowingly collect more data than is needed for the purposes described in this policy. If you provide information about another person, such as a family member, property occupant, or colleague, you should ensure you have their permission to do so.

2. How We Use Personal Data

We use personal data for the following purposes:

• to respond to enquiries and provide quotations;
• to arrange bookings and deliver moving services;
• to communicate service updates, scheduling changes, and booking confirmations;
• to manage payments, invoices, and refunds where applicable;
• to handle customer support, complaints, and service-related claims;
• to improve our operations, safety procedures, and customer experience;
• to maintain records for legal, tax, insurance, and accounting purposes;
• to prevent fraud, misuse, or unlawful activity;
• to comply with applicable laws and regulatory duties.

We use your information only for specified purposes and in a way that is consistent with those purposes. Where possible, we limit access to personal data to those who need it to perform their role.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the type of data and the reason for processing, we rely on the following legal bases:

Contract

We process personal 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 providing quotes, confirming bookings, carrying out moving services, and managing payments.

Legal Obligation

We may process data where we are required to do so by law, including for tax, accounting, insurance, or record-keeping obligations.

Legitimate Interests

We may process data for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This may include improving our services, managing customer communication, protecting against fraud, and maintaining operational security.

Consent

In limited situations, we may rely on your consent, for example where you choose to receive certain marketing communications. Where consent is used, you have the right to withdraw it at any time.

4. Sharing and Processors

We may share personal data with trusted third parties when necessary to provide our services or to meet legal obligations. These parties act as processors or independent controllers depending on the situation.

Processors may include:

• payment service providers that securely handle transactions;
• accounting or bookkeeping providers;
• IT, hosting, and cloud service providers;
• communication and scheduling tools used to manage bookings;
• customer support or administrative software providers;
• subcontracted moving teams where needed to complete a service.

Where a processor handles data on our behalf, they are required to process it only under our instructions and to use appropriate security measures. We do not sell personal data.

We may also disclose personal data if required by law, to enforce our rights, to protect the safety of individuals, or to respond to lawful requests by authorities.

5. International Transfers

If any service provider stores or processes data outside the UK, we ensure that appropriate safeguards are in place so that your personal data remains protected to a standard consistent with UK data protection law. These safeguards may include adequacy regulations, standard contractual clauses, or other approved transfer mechanisms.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, or reporting requirements.

Retention periods depend on the nature of the data and the reason it was collected. In general:

• booking and customer service records are retained for a period necessary to manage the contract and handle any follow-up issues;
• invoice and payment records are retained for statutory accounting and tax periods;
• complaints, claims, and dispute records may be kept for longer where required to defend or establish legal claims;
• consent-based marketing records are retained until you withdraw consent or opt out.

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

7. Security of Your Data

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, limited user permissions, staff confidentiality obligations, and careful vetting of service providers.

Although we do our best to protect your information, no system can be guaranteed completely secure. If a personal data breach occurs and we are required to notify you or a regulator, we will do so in accordance with applicable law.

8. Your Rights

You have a number of rights under data protection law. Subject to certain conditions and exemptions, these include:

• Right of access: you can request a copy of the personal data we hold about you.
• Right to rectification: you can ask us to correct inaccurate or incomplete data.
• Right to erasure: you can request deletion of your data where there is no good reason for us to keep it.
• Right to restriction: you can ask us to limit how we use your data in certain circumstances.
• Right to object: you can object to processing based on legitimate interests or direct marketing.
• Right to data portability: you can request certain information in a structured, commonly used format.
• Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.
• Right to complain: you may lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a rights request. We aim to respond within the time limits set by law.

9. Marketing Preferences

If we send you marketing communications, we will only do so where permitted by law. You can opt out at any time if you no longer wish to receive promotional messages. Transactional or service-related communications, such as booking confirmations or essential updates, may still be sent where necessary to perform our services or meet legal obligations.

10. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is necessary in a household moving context and provided by a parent, guardian, or authorised adult. Where such data is processed, it will be handled in accordance with this policy and only as needed to deliver the service.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, service arrangements, or data processing practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review the policy periodically.

12. Summary of Our Commitment

Man And A Van Roehampton respects your privacy and uses personal data responsibly. We collect only what we need, process it under a valid lawful basis, retain it only as long as necessary, and work with processors who are required to protect it. You remain in control of your personal data through the rights provided by data protection law.

This Privacy Policy applies to all Man And A Van Roehampton customers in the area.