Privacy Policy - Man With Van Hackney

Man With Van Hackney is committed to protecting the privacy and personal data of all customers in the area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws. It applies to all Man With Van Hackney customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our moving and transport services.

1. Information We Collect

We collect only the personal data necessary to provide our services safely, efficiently, and lawfully. The information we may collect includes:

Identity details such as your name and title.
Contact details such as phone number, email address, and moving or service address.
Service information including booking details, move size, dates, special handling requirements, and access information.
Payment and billing data where needed to process charges or issue invoices.
Communication records such as emails, messages, call notes, and complaints.
Technical information such as IP address or device data when you interact with our online forms or digital systems, if applicable.

We do not intentionally collect sensitive personal data unless it is strictly necessary for your move and you choose to provide it, for example if it is relevant to access needs, health and safety, or special handling instructions. Where we do receive such information, we treat it with additional care and limit access.

2. How We Use Your Data

We use personal data to manage customer enquiries, provide quotations, arrange bookings, deliver moving services, handle payments, respond to questions, and maintain accurate business records. We may also use data to improve our customer service, train staff, manage risk, and meet legal or regulatory obligations.

Typical purposes include:

Preparing and confirming quotes.
Arranging and carrying out removals or transport services.
Contacting you about changes, delays, or service updates.
Processing invoices, refunds, and accounting records.
Investigating complaints, disputes, or claims.
Keeping records for legal, tax, and business compliance.

We only use your data for the purposes we explain in this Policy, unless we reasonably need to use it for a compatible purpose that is permitted by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging the service, delivering the move, and handling payments.

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 enquiries, improving services, preventing fraud, maintaining security, and keeping internal records. We always assess the impact on your privacy before relying on this basis.

Legal Obligation

We may process and retain certain information to comply with legal requirements, such as accounting rules, tax obligations, insurance matters, or responses to lawful requests from authorities.

Consent

In limited circumstances, we may rely on your consent, for example where you choose to receive certain optional communications or provide information not strictly necessary for the service. Where consent is used, you may withdraw it at any time, without affecting processing already carried out before withdrawal.

4. Data Sharing and Processors

We do not sell your personal data. We may share it only when necessary, proportionately, and in line with this Policy. In some cases, we use trusted third-party processors who act on our instructions and are required to protect your information.

These processors may include:

Payment providers to process card or online payments securely.
Accounting and invoicing providers for financial administration.
IT and cloud storage providers for hosting, communications, and data backup.
Customer management tools used to organise bookings and service records.
Professional advisers such as accountants, insurers, or legal advisers where required.

We may also disclose personal data if required by law, to protect our rights, to prevent fraud or misuse, or to comply with a court order or lawful request from a public authority.

Where processors handle personal data on our behalf, we put appropriate contractual and security safeguards in place. They are only permitted to use the data for the agreed purpose and must not use it for their own independent purposes.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including to meet legal, accounting, and reporting obligations. The retention period depends on the type of information and the reason we hold it.

As a general rule:

Booking and service records are kept for a reasonable period after completion of the job.
Financial and invoice records are retained for the period required by tax and accounting laws.
Communication records may be retained for customer service, dispute resolution, or evidence of agreements.
Data no longer needed is securely deleted, anonymised, or archived in line with our retention practices.

We regularly review stored information to ensure we do not keep it longer than necessary. When data is no longer required, it is removed securely.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, staff training, and the use of reputable service providers.

Although no system can be guaranteed completely secure, we take privacy and security seriously and regularly review our safeguards to reduce risk.

7. Your Rights

Under data protection law, you have rights over your personal data. These rights may be limited in certain situations, but we will always respond lawfully and fairly. Your rights include:

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 where legally applicable.
Right to restrict processing – to ask us to limit how we use your data in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will assess your request in line with our legal obligations and respond within the required timeframe. You may also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

8. International Transfers

If any service provider stores or processes data outside the UK, we will only use them where adequate safeguards are in place to protect your personal data. This may include approved contractual protections or transfers to jurisdictions with appropriate data protection standards.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any significant updates will be made available in a clear and accessible form. Please review this Policy periodically so you remain informed about how we protect your data.

10. Scope of This Privacy Policy

This Privacy Policy applies to all Man With Van Hackney customers in area and to anyone whose personal data we process in connection with our services. By using our services, making an enquiry, or providing your information to us, you acknowledge that you have read and understood this Policy.

We are committed to handling your information responsibly, transparently, and with respect. Privacy matters to us, and we will continue to process personal data in a way that supports safe, reliable, and lawful service delivery.