Privacy Policy - Man With Van Norbiton

This Privacy Policy explains how Man With Van Norbiton collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Norbiton customers in the area, including anyone who requests, books, receives, or enquires about our man and van services. We are committed to handling personal information fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Man With Van Norbiton provides moving, delivery, collection, and related transport services. In the course of delivering those services, we may process personal data about customers, household members, business contacts, property occupants, and other individuals connected to a booking.

We only collect and use personal data where it is necessary for service provision, administration, legal compliance, security, or legitimate business operations.

2. Information we collect

We may collect the following categories of personal data:

Identity information such as name, title, and, where needed, business or organisation name.
Contact information such as phone number, email address, and service address.
Booking and service details including dates, times, item descriptions, access notes, delivery instructions, and service preferences.
Payment and invoicing information such as billing details, payment status, and transaction records.
Communication records including emails, messages, call notes, and complaints or queries.
Operational information such as images provided for quotations, parking or access requirements, and instructions needed to complete the move safely.
Technical data where relevant, such as basic website or device information used for security, performance, or audit purposes.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service issue, safety concern, or legal requirement. Special category data may include information about health, religion, ethnicity, or similar sensitive matters. If such data is received, we handle it with enhanced care and only where there is a lawful basis to do so.

3. How we use personal data

We use personal data for the following purposes:

to provide quotes and arrange bookings;
to plan, deliver, and manage removal or transport services;
to communicate about service timings, access, delays, or changes;
to process payments, invoices, and account administration;
to keep records of work completed;
to handle complaints, disputes, or claims;
to maintain safety, security, and fraud prevention measures;
to comply with legal, regulatory, tax, or insurance obligations;
to improve our services, processes, and customer experience.

We will only use your data for the purpose for which it was collected unless we reasonably consider that we need to use it for a compatible purpose. We will not use your personal data in ways that are incompatible with this policy.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each processing activity. Depending on the circumstances, we rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, carrying out services, issuing invoices, and managing customer accounts.

Legal obligation

We may process data to comply with legal duties, including tax, accounting, insurance, and record-keeping obligations, as well as responding to lawful requests from public authorities.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests and those interests are not overridden by your rights and freedoms. This may include service administration, route planning, fraud prevention, internal record management, and improving our operations. Where we rely on legitimate interests, we consider whether the processing is necessary and proportionate.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information or agree to receive certain types of communication. You may withdraw consent at any time where consent is the lawful basis used.

Vital interests

In rare cases, we may process information to protect someone’s vital interests, such as where there is an urgent safety concern during a move or delivery.

5. Data sharing and processors

We may share personal data with trusted third parties where necessary for service delivery, administration, or legal compliance. These third parties act as processors or, in some cases, separate controllers.

Processors may include:

Payment service providers who process card or electronic payments.
Accounting and bookkeeping providers who help manage invoices, tax records, and financial reporting.
IT and cloud service providers who support data storage, email, and business systems.
Communication tools and messaging platforms used for customer updates and booking administration.
Insurance providers and professional advisers where needed for claims handling or compliance.
Subcontractors or operational partners assisting with service delivery, subject to appropriate confidentiality and data protection obligations.

All processors are required to process personal data only on our instructions, keep it secure, and not use it for their own purposes. We aim to ensure appropriate contractual and technical safeguards are in place.

We may also disclose data where required by law, where necessary to protect our rights or the safety of others, or in connection with a business transfer or restructuring.

6. Retention of personal data

We keep personal data only for as long as is necessary for the purpose for which it was collected, and to meet legal, accounting, tax, insurance, and operational requirements. Retention periods depend on the type of data and the context in which it was collected.

Booking and service records are generally retained for a reasonable period after completion of the job for administrative, dispute resolution, and customer service purposes.
Financial records are retained for the period required by tax and accounting law.
Communication records may be retained for a period needed to respond to queries, claims, or service issues.
Marketing consent records, where applicable, are kept until you withdraw consent or the record is no longer needed.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe and appropriate manner.

7. Security of your data

We use reasonable technical and organisational measures to protect personal data against unauthorised access, alteration, loss, or misuse. These measures may include access controls, secure storage, staff awareness, and controlled sharing with processors. Although no system can be guaranteed fully secure, we take data security seriously and review our safeguards regularly.

8. Your rights

Depending on the circumstances and the legal basis for processing, you may have the following rights under data protection law:

Right of access to request a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure to request deletion of your data in certain circumstances.
Right to restrict processing to limit how we use your data in certain situations.
Right to data portability to receive some data in a structured, commonly used format where applicable.
Right to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent where processing is based on consent.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits required by law.

9. Automated decision-making

We do not generally use automated decision-making or profiling in a way that produces legal or similarly significant effects. If this changes, we will update this policy and ensure appropriate safeguards are in place.

10. International transfers

If any personal data is transferred outside the UK, we will take steps to ensure that it is protected by appropriate safeguards in line with applicable law. This may include using approved contractual protections or ensuring that the destination provides an adequate level of protection.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the time it is published or otherwise communicated.

12. Summary of our commitment

Man With Van Norbiton is committed to handling personal data lawfully, fairly, and securely. We only collect information that is relevant to the services we provide, retain it only for as long as necessary, and share it only with trusted processors or where required by law. We respect your rights and will respond appropriately to requests relating to your personal data. This policy applies to all Man With Van Norbiton customers in area.

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