Privacy Policy

Man with Van Waterloo Privacy Policy

This Privacy Policy explains how Man with Van Waterloo collects, uses, stores, and protects personal data for all customers and prospective customers in our service area. We are committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act, and to handling your personal information lawfully, fairly, and transparently.

Scope of this Privacy Policy

This Privacy Policy applies to all services provided by Man with Van Waterloo to individuals and businesses in the Waterloo area and surrounding neighbourhoods. It covers personal data collected when you contact us, request a quotation, make a booking, use our moving and transport services, or otherwise interact with us offline or online, including via any forms or communication channels we make available.

Data Controller

Man with Van Waterloo acts as the data controller for the personal data we collect and process about you in connection with our services. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is carried out in accordance with applicable data protection laws.

Types of Personal Data We Collect

We may collect and process the following categories of personal data, depending on how you interact with us and which services you use:

Identification and contact details: name, title, postal address, collection and delivery addresses, billing address, and communication preferences.

Contact and communication data: details you provide when you contact us, including any information shared in messages, enquiry forms, or over the phone, as well as records of those communications.

Booking and service details: information about the services you request or receive from us, including move dates and times, property access details relevant to the move, inventory or description of items to be moved, and any specific service instructions.

Payment and transaction data: information relating to payments and invoices, such as payment method details and records of transactions. We do not store full card details if payment is processed through a third-party payment provider.

Technical and usage data: limited information relating to your use of any websites or online tools we operate, such as IP address, device information, and basic usage data, where this is necessary for security, analytics, or service delivery.

Sensitive personal data: we generally do not seek to collect sensitive personal data. If you voluntarily provide such information, for example relating to health or mobility needs that affect your move, we will treat it with additional care and only use it where necessary to provide the requested service.

How We Collect Personal Data

We collect personal data in a variety of ways, including:

Directly from you when you contact us by phone, in person, or through any communication channel we make available.

When you request a quotation, make a booking, or enter into a service agreement with us.

When you provide information during service delivery, such as move instructions or access information.

Automatically when you use our website or online tools, through logs and similar technologies that support security, functionality, and basic analytics.

Lawful Basis for Processing

We rely on one or more of the following lawful bases under the UK GDPR to process your personal data:

Contract: we process personal data where it is necessary to enter into and perform a contract with you, such as to provide quotations, confirm bookings, carry out moves, process payments, and manage customer support.

Legal obligation: we process personal data where required to comply with our legal and regulatory duties, including tax, accounting, and record-keeping obligations.

Legitimate interests: we process personal data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. This includes managing our operations, improving services, preventing fraud, maintaining security, and responding to enquiries.

Consent: in some limited cases, we may rely on your consent, for example for certain forms of marketing communications or optional analytics. Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing before withdrawal.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations, confirm availability, and manage bookings.

To plan and deliver moving and transport services, including coordinating logistics and communicating with you about your service.

To issue invoices, process payments, manage refunds, and keep financial records.

To respond to your questions, requests, and complaints, and to provide customer support.

To manage our relationship with you, including service updates, changes to terms, or this Privacy Policy.

To operate, maintain, and improve our services, business processes, and any websites or tools we use.

To meet our legal, regulatory, and insurance obligations, and to establish or defend legal claims where necessary.

Data Processors and Third-Party Recipients

We may share your personal data with selected third parties who act as data processors on our behalf. These processors are only permitted to use your personal data in accordance with our instructions and for the purposes described in this Privacy Policy. They must also implement appropriate technical and organisational measures to protect your data.

Examples of such data processors and recipients include:

Payment processors and financial service providers that facilitate secure payment and billing.

IT and hosting service providers that store data and support our systems, communications, and backups.

Professional advisers such as accountants or legal advisers, where necessary for compliance and legitimate business purposes.

Authorities and regulators where we are legally required to share information, or where disclosure is necessary to protect our rights or the rights of others.

We do not sell your personal data and we do not share it with third parties for their own independent marketing purposes.

International Data Transfers

Where our use of third-party service providers involves transferring personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful mechanisms that provide a level of data protection essentially equivalent to that in the UK.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting any legal, accounting, or reporting requirements. The length of time we keep your data depends on the type of information and our obligations.

Service and booking records are generally kept for the duration of our relationship with you and for a reasonable period afterward to handle queries, potential disputes, and legal claims.

Financial and transaction records are retained for the period required by applicable tax and accounting laws.

Information collected for marketing purposes is retained until you opt out or we no longer need it for the original purpose, whichever occurs first.

When we no longer need your personal data, we will securely delete or anonymise it.

Security of Your Personal Data

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, misuse, alteration, or disclosure. These measures include access controls, secure storage, and regular review of our procedures. While no system can be completely secure, we work to ensure that any personal data we hold is protected in line with legal requirements and industry practices.

Your Data Protection Rights

Under the UK GDPR, you have a number of rights in relation to your personal data, subject to certain conditions and legal limitations:

Right of access: you can request confirmation of whether we process your personal data and obtain a copy of that data, along with information on how it is processed.

Right to rectification: you can ask us to correct inaccurate personal data and complete incomplete data.

Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected.

Right to restriction: you can request that we restrict the processing of your personal data in specific situations, such as while we verify the accuracy of data you contest.

Right to object: you can object to processing based on our legitimate interests, including profiling on that basis, and you can always object to direct marketing.

Right to data portability: where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used, machine-readable format, and that it is transmitted to another controller where technically feasible.

Right to withdraw consent: where we rely on your consent to process data, you may withdraw that consent at any time.

You also have the right to lodge a complaint with the Information Commissioner's Office if you believe your data protection rights have been infringed. We encourage you to contact us first so we can address your concerns.

Children's Data

Our services are not directed at children, and we do not knowingly collect personal data relating to individuals under the age of 18, except where necessary as part of a family move and with the involvement of the responsible adult. If you believe we have collected personal data about a child without appropriate consent, please contact us so we can investigate and take appropriate action.

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 protection practices. When we make significant changes, we will take reasonable steps to bring them to your attention. The most current version of the Privacy Policy will apply to our processing of your personal data.

Contact and Further Information

If you have any questions about this Privacy Policy, how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact Man with Van Waterloo using the contact details provided on our main customer communications and service documents.