Privacy Policy - Man And Van Waterloo

Effective date: This Privacy Policy applies to all Man And Van Waterloo customers in the Waterloo area and to anyone who uses our moving, delivery, storage, packing, or related services within our service area.

We are committed to protecting your privacy and handling your personal data in a lawful, fair, and transparent manner. This policy explains what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and the rights you have under the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Waterloo provides man and van, removals, transport, and associated logistics services to customers in Waterloo and surrounding areas. In this policy, “we,” “us,” and “our” refer to Man And Van Waterloo. “You” refers to any customer, prospective customer, website visitor, or other individual whose personal data we process.

2. Personal Data We Collect

We collect only the information necessary to provide our services, manage our business, and comply with legal obligations. Depending on how you interact with us, we may collect the following categories of personal data:

Identity details: your name, title, and any business name you provide.
Contact details: telephone number, email address, billing address, pickup address, and delivery address.
Service details: information about the items to be moved, access conditions, preferred dates and times, special handling instructions, and service notes.
Payment and transaction data: payment status, invoice details, and limited payment-related information needed to process transactions and maintain records.
Communication data: records of emails, messages, phone calls, enquiries, complaints, and feedback.
Technical data: basic website usage data such as IP address, browser type, device information, and cookies where used.
Proof and verification data: information needed to verify identity, ownership, access rights, or delivery instructions where required for service completion.

We do not intentionally collect special category personal data unless you voluntarily provide it and it is necessary for a specific service request. Where such data is relevant, we will handle it with additional care and only where permitted by law.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or booking;
communicate with us by phone, email, or other channels;
provide instructions for a move or delivery;
make a payment or receive an invoice;
submit a complaint, enquiry, or feedback;
use our services in the Waterloo area.

We may also receive personal data from third parties where necessary for service delivery, such as property managers, business clients, payment providers, or other parties acting on your behalf. We may also collect limited technical data automatically when you visit our online pages, if applicable.

4. Why We Use Your Personal Data

We use personal data for the following purposes:

to provide quotes and arrange bookings;
to plan, deliver, and manage removals and transport services;
to communicate with you about your booking or enquiry;
to process payments and issue invoices;
to keep accurate business records;
to handle complaints, claims, or service issues;
to comply with legal, regulatory, accounting, and tax obligations;
to improve our services, internal operations, and customer experience;
to prevent fraud, misuse, or unauthorised activity.

5. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for processing your personal data. We rely on the following bases where appropriate:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes taking booking details, arranging transport, communicating service updates, and managing payment and delivery arrangements.

Legal Obligation

We process certain data to comply with legal duties, including tax, accounting, record-keeping, insurance, and other regulatory requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing enquiries, improving service quality, preventing fraud, handling disputes, and maintaining secure business operations. We balance our interests against your rights before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example where it is required for optional marketing or certain cookies. Where consent is used, you may withdraw it at any time.

6. How Long We Retain Your Data

We keep personal data only for as long as necessary for the purposes for which it was collected, unless a longer period is required by law. Retention periods may depend on the type of information and the reason we hold it.

Booking and service records: kept for a reasonable period after completion of the service to manage queries, disputes, and operational needs.
Financial and tax records: kept for the period required by accounting and tax laws.
Complaint and claim records: retained long enough to resolve the issue and protect legal interests.
Communication records: retained as needed for business administration and customer support.
Technical data: retained for a limited period, unless needed for security or legal purposes.

When data is no longer needed, we will securely delete, destroy, or anonymise it.

7. Data Processors and Third Parties

We may share personal data with trusted third-party processors and service providers who assist us in running our business. These processors only handle data on our instructions and under appropriate confidentiality and security obligations.

Examples of processors may include:

payment processors for taking and managing payments;
accountants or bookkeeping providers for financial administration;
IT and cloud service providers for data storage, email, and system support;
customer management or scheduling systems used to organise bookings;
professional advisers such as insurers, lawyers, or consultants where necessary;
subcontractors or drivers involved in delivering our services, only where needed for the job.

We may also disclose personal data where required by law, court order, regulatory authority, or to protect our rights, property, staff, customers, or the public. We do not sell your personal data.

8. International Transfers

If any of our processors store or access data outside the UK, we will take steps to ensure appropriate safeguards are in place. This may include using approved contractual protections or only working with providers that meet UK data protection requirements. We remain committed to protecting your data wherever it is processed.

9. Your Rights Under GDPR

You have a number of rights regarding your personal data. These rights may apply depending on the circumstances and any legal exceptions. They include:

The right of access: you may request a copy of the personal data we hold about you.
The right to rectification: you may ask us to correct inaccurate or incomplete data.
The right to erasure: you may request deletion of your data in certain circumstances.
The right to restriction: you may ask us to limit how we use your data in some cases.
The right to object: you may object to processing based on legitimate interests or direct marketing.
The right to data portability: you may ask for certain information in a structured, commonly used format.
The right to withdraw consent: where we rely on consent, you can withdraw it at any time.
The right to complain: you have the right to raise concerns with the relevant data protection authority if you believe your data has been mishandled.

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

10. Security of Your Data

We use appropriate technical and organisational measures to protect your personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality practices, and staff awareness procedures. While no system can be guaranteed completely secure, we take data protection seriously and review our safeguards regularly.

11. Marketing Communications

Where permitted by law, we may send limited marketing communications about our services. You can opt out of these communications at any time. We will not send marketing messages where you have objected or where consent is required and has not been provided.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it is published. We encourage customers in the Waterloo area to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Key Principles

Man And Van Waterloo only processes personal data that is necessary, relevant, and proportionate to the services we provide. We collect data fairly, use it for clear purposes, retain it only for as long as needed, and share it only with trusted processors or when legally required. We respect your rights and will handle requests in accordance with GDPR.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy.

This policy applies to all Man And Van Waterloo customers in the Waterloo area.