Man and Van London Privacy Policy

This Privacy Policy explains how Man and Van London collects, uses, stores, and protects personal data relating to our customers and prospective customers. It applies to all individuals and businesses who request or use Man and Van London services within our operating area.

We are committed to protecting your privacy and handling your personal data in a fair, transparent, and secure manner, in accordance with the General Data Protection Regulation and applicable UK data protection laws.

Scope and Responsibility

This Privacy Policy applies to all personal data processed by Man and Van London in connection with enquiries, quotations, bookings, service delivery, payments, and follow up communications. By contacting us, requesting a quote, or booking a service, you acknowledge that your personal data will be processed as described in this policy.

Man and Van London is the data controller for the personal data described in this Privacy Policy. As data controller we decide how and why your personal data is processed and we are responsible for ensuring such processing complies with applicable data protection laws.

Personal Data We Collect

We only collect the personal data that is necessary for us to provide our services, manage our relationship with you, and comply with our legal obligations. The types of personal data we may collect include:

Contact details such as your name, postal address, collection and delivery addresses, billing address, and any other address relevant to the requested service.

Communication details such as your preferred method of contact and information you provide when you communicate with us, including enquiries, feedback, or complaints.

Booking and service details such as dates and times of moves or transport services, inventory or description of items to be moved, access details for properties, parking information, and any specific instructions you provide to enable us to carry out the service.

Payment and transaction information such as payment status, amounts, and dates. We do not retain full payment card details in our own systems; where card payments are used, these are processed by third party payment processors.

Website and usage data where relevant, such as basic technical information and enquiry details submitted through online forms. This may include the date and time of your enquiry and the pages you interact with, to enable us to respond and improve our services.

Lawful Basis for Processing

We process your personal data only when we have a lawful basis under the GDPR. Depending on the context, we may process your data on one or more of the following grounds:

Contract. We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, confirming bookings, arranging and delivering our man and van services, issuing invoices, and handling payments.

Legitimate interests. We process personal data where it is necessary for our legitimate business interests and where these are not overridden by your rights and interests. Examples include managing and improving our services, handling enquiries and customer service, preventing fraud, ensuring the security of our operations, and keeping reasonable records of our business activities.

Legal obligations. We process certain personal data because we are legally required to do so, for example to comply with tax, accounting, and regulatory requirements, or to respond to lawful requests from public authorities.

Consent. In limited cases we may rely on your consent, for example where we send certain types of optional marketing communications and you have chosen to receive them. Where consent is used, you may withdraw your consent at any time.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To respond to your enquiries and provide quotations for our services.

To create and manage bookings, plan routes, and deliver our man and van services safely and efficiently.

To communicate with you about your booking, including confirmations, updates, and any issues that may arise.

To process payments, handle refunds where appropriate, and maintain accounting and financial records.

To manage our relationship with you, including handling feedback, complaints, and aftercare.

To improve our services, operations, and customer experience, including quality control and staff training.

To comply with applicable laws and regulations, cooperate with regulatory authorities, and protect our legal rights.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf, strictly for the purposes described in this Privacy Policy. These may include:

Payment service providers who process payments and handle payment security.

IT and systems providers who host or support our booking, email, or data storage systems.

Professional advisers, such as accountants or legal advisers, where necessary for business or legal reasons.

Where third parties act as processors, they are only permitted to process your personal data on our instructions, must keep it secure, and must not use it for their own independent purposes. We may also share data with public authorities, regulators, law enforcement, or courts where we are legally required to do so or where necessary to protect our rights.

Data Retention

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

In practice, this means we typically retain booking and transaction records for a number of years to satisfy tax, accounting, and contractual limitation periods. Enquiry-only data may be retained for a shorter period where no contract is formed, unless we are required to keep it longer for legal reasons.

When personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be linked to an identifiable individual.

International Transfers

Where possible, we store personal data within the United Kingdom or the European Economic Area. If we use service providers that transfer personal data outside these regions, we will ensure that appropriate safeguards are in place, such as approved standard contractual clauses or equivalent mechanisms, to protect your data and your rights.

Data Security

We take reasonable technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, staff training, secure storage, and appropriate use of encryption or pseudonymisation where relevant.

While we work to protect your personal data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security but we continuously seek to improve our controls and practices.

Your Data Protection Rights

Under the GDPR and UK data protection law, you have several rights in relation to your personal data. These rights may be subject to certain conditions and exemptions, but we will always respond to any request you make in line with applicable law. Your rights include:

Right of access. You can request confirmation of whether we process your personal data and obtain a copy of your personal data, together with information about how we use it.

Right to rectification. You can request that inaccurate or incomplete personal data be corrected or updated.

Right to erasure. In certain circumstances, you can 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 withdraw consent and no other lawful basis applies.

Right to restriction. You can ask us to restrict the processing of your personal data in certain situations, such as while a dispute about accuracy or lawful processing is being resolved.

Right to object. You may object to the processing of your personal data based on our legitimate interests, including profiling, and we will stop processing unless we have compelling legitimate grounds that override your interests and rights 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 certain personal data be provided to you or to another controller in a structured, commonly used, and machine readable format.

Right to withdraw consent. Where we rely on your consent, you can withdraw that consent at any time. This will not affect the lawfulness of processing that took place before you withdrew consent.

You also have the right to lodge a complaint with a supervisory authority if you believe your data protection rights have been infringed.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Any updates will apply from the date they are made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

If you continue to use Man and Van London services after any changes take effect, this will indicate your acknowledgment of the updated Privacy Policy.