Privacy Policy - Man With Van Waterloo

This Privacy Policy explains how Man With Van Waterloo collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related services. It applies to all Man With Van Waterloo customers in the Waterloo area, including anyone who makes an enquiry, requests a quote, books a service, or otherwise interacts with us in connection with our moving operations. We are committed to handling personal data in line with the UK GDPR and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to customers, prospective customers, suppliers, and other individuals whose personal data we process as part of our business activities. If you use our services or communicate with us about a move, we may process information about you. In some cases, we may also process data about third parties connected to a move, such as building managers, landlords, or alternative contacts, where this is necessary to complete the service safely and efficiently.

2. Data We Collect

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

• Identity information, such as your name and title;
• Contact details, such as your address, email address, and phone number;
• Service information, including moving dates, property access details, inventory lists, collection and delivery addresses, and special handling instructions;
• Payment-related information, such as billing details and transaction records;
• Communications, including emails, messages, call notes, and complaint records;
• Technical data, where applicable, such as basic website or device information collected through logs or analytics tools;
• Proof and verification data, such as photographs, signatures, or documents needed to confirm service completion or resolve disputes.

We do not seek to collect special category data unless it is strictly necessary and you have provided it intentionally, for example in relation to access needs or health-related handling instructions. Where such data is provided, we treat it with additional care and only use it for the stated purpose.

3. How We Use Personal Data

We use personal data to carry out our services and manage our relationship with customers. This includes:

• Responding to enquiries and providing quotes;
• Managing bookings and scheduling moves;
• Planning routes, access arrangements, and vehicle requirements;
• Completing packing, loading, transport, and delivery services;
• Processing payments and issuing invoices;
• Communicating service updates and handling changes to bookings;
• Managing complaints, claims, and dispute resolution;
• Maintaining internal records and business administration;
• Meeting legal, accounting, and tax obligations;
• Improving the quality, safety, and efficiency of our services;
• Preventing fraud, misuse, and security incidents.

We may also use data in an aggregated or anonymised form for reporting, service improvement, and operational analysis. Where data is anonymised, it no longer identifies you and is not personal data under data protection law.

4. Lawful Basis for Processing

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

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This covers quotes, bookings, service delivery, billing, and customer support connected to the move.

Legal Obligation

We process certain data when required to comply with law, including tax, accounting, record-keeping, insurance, and regulatory obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include managing customer relationships, improving services, protecting our business from fraud, and maintaining secure records. We always balance our interests against your privacy rights.

Consent

In limited cases, we rely on consent, for example where you have chosen to receive certain marketing communications or where you voluntarily provide sensitive information that we do not otherwise need. You may withdraw consent at any time where consent is the basis for processing.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary for our operations or where required by law. These third parties act as processors or, in some cases, as independent controllers. Processors only process data on our instructions and must protect it appropriately.

Examples of processors and service providers may include:

• Payment service providers for handling card or online transactions;
• Accounting and bookkeeping providers for financial administration;
• IT and cloud storage providers for secure data hosting and communications;
• Scheduling, route planning, or customer management software providers;
• Insurance providers, loss adjusters, or claims administrators;
• Professional advisers such as lawyers, auditors, or consultants;
• Subcontracted removals staff or logistics partners where needed to complete a move.

We may also disclose data to public authorities, regulators, courts, or law enforcement agencies where necessary to comply with legal obligations or protect our rights. We do not sell personal data.

6. International Transfers

If any of our service providers process personal data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections. We take reasonable steps to ensure that international transfers remain secure and lawful.

7. Retention of Personal Data

We retain personal data only for as long as necessary for the purposes for which it was collected, and to satisfy legal, accounting, or reporting obligations. Retention periods depend on the type of record and the reason it is held. For example, booking records, invoices, and financial data may need to be kept for several years to meet tax and audit requirements. Service communications and operational notes may be retained for a shorter period unless they are needed to resolve a dispute, claim, or legal issue.

When data is no longer required, we securely delete, anonymise, or archive it in accordance with our retention procedures. We review retention needs periodically to ensure we do not keep information for longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to safeguard personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our systems and procedures. While no system can guarantee absolute security, we work to maintain a level of protection that is appropriate to the risks involved.

9. Your Rights

Under data protection law, you have several rights regarding your personal data. These rights may apply depending on the circumstances:

• 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 situations;
• Right to restriction – to ask us to limit how we use your data in some circumstances;
• Right to object – to object to processing based on legitimate interests or direct marketing;
• Right to data portability – to receive certain data in a structured, commonly used format;
• Right to withdraw consent – where processing is based on consent;
• Right to complain – to raise concerns with the UK data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a rights request. In some cases, legal obligations or legitimate business requirements may mean we cannot fully comply with a request, but we will always explain our position clearly.

10. Marketing and Communication Preferences

Where permitted, we may send service-related messages necessary to manage your booking or account. If we send optional marketing communications, you can object to or unsubscribe from these communications at any time. We will respect your preferences and update our records accordingly.

11. Children’s Data

Our services are intended for adults arranging moving and delivery services. We do not knowingly collect children’s personal data unless it is incidentally included in service-related communications or documentation. If we become aware that we have collected data from a child without appropriate justification, we will take steps to delete it where required.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. When changes are made, the updated version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically so they remain informed about how personal data is handled.

13. Summary of Our Commitment

We aim to process personal data fairly, transparently, and securely. Man With Van Waterloo uses only the information needed to provide moving services, fulfil legal obligations, and manage customer relationships responsibly. We limit access to personal data, work with trusted processors, retain information only as long as necessary, and respect your rights under data protection law. Your privacy matters to us, and we take steps to protect it throughout every stage of service delivery.