Privacy Policy - Man With A Van Archway

This Privacy Policy explains how Man With A Van Archway collects, uses, stores, shares, and protects personal data in connection with the provision of our removal, delivery, transportation, and related services. It applies to all Man With A Van Archway customers in the area, including individuals, households, landlords, tenants, and business clients who enquire about, book, or receive our services.

We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we use it, how long we keep it, who may process it on our behalf, and what rights you have in relation to your information.

1. Information We Collect

We collect only the information needed to manage enquiries, arrange services, complete bookings, and comply with legal and operational requirements. The type of information we collect may include:

Identity details: name, title, and any business or trading name you provide.
Contact details: telephone number, email address, and service address or collection/delivery address.
Booking details: date of service, service type, property access notes, inventory details, moving requirements, and preferred times.
Payment information: billing details, transaction records, and payment confirmation information. Card details are not usually stored by us directly where payment is processed by a third-party payment provider.
Communication records: emails, call notes, messages, complaints, and feedback.
Technical and usage data: limited website or device information if you interact with us electronically, such as IP address, browser type, or enquiry submission logs.
Special instructions: access arrangements, parking notes, stair or lift information, or details necessary for safe handling of items.

We do not seek to collect excessive personal data. Where possible, we keep information to what is relevant and necessary for the service requested.

2. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to arrange and deliver moving, transport, and related services;
to confirm bookings, schedule staff, and manage route planning;
to communicate updates, changes, or service information;
to process payments, refunds, or invoicing;
to maintain service records and handle complaints or disputes;
to improve our operations, customer service, and business planning;
to meet legal, accounting, insurance, and regulatory obligations;
to protect our staff, customers, property, and vehicles from fraud, misuse, or unsafe activity.

We will not use your data for purposes that are incompatible with the reason it was collected, unless we have a lawful basis to do so and have informed you where required.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the circumstances, Man With A Van Archway relies on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling enquiries, preparing quotations, confirming bookings, carrying out the move or delivery, and managing payment or service administration.

Legal Obligation

We may process and retain certain information where required to comply with laws and regulations, including tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing service quality, preventing fraud, maintaining security, resolving disputes, and improving our operations.

Consent

In limited situations, we may rely on your consent, for example where specific optional communications or uses are involved and consent is the appropriate basis. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors or independent controllers depending on the service they provide. We only share the minimum information necessary and require appropriate safeguards to protect your data.

Examples of processors and service providers may include:

Payment processors for taking card or online payments;
Accounting and bookkeeping providers for invoicing and financial records;
IT and cloud storage providers for secure data hosting, communication, and backup;
Customer communication tools used to manage emails, messages, and scheduling;
Insurance providers or claims handlers where needed for service-related incidents;
Professional advisers such as accountants, auditors, or legal advisers;
Subcontracted service providers assisting with a job where operationally necessary.

We may also disclose information if required by law, court order, regulatory authority, or where necessary to protect our legal rights, property, staff, customers, or the public.

Where processors handle personal data on our behalf, they are expected to act only on our instructions, keep information confidential, and implement appropriate technical and organisational security measures.

5. International Transfers

Some processors may store or access data outside the UK. Where this occurs, we take reasonable steps to ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protections recognised under applicable data protection law.

6. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, and for any additional period required by law or good business practice. Retention periods may vary depending on the type of information and the nature of the service.

Quotation and enquiry records: usually kept for a reasonable period to manage follow-up, usually up to 12 months if no booking is made, unless longer retention is justified.
Booking and service records: typically retained for up to 6 years for contractual, accounting, and dispute-resolution purposes.
Financial and tax records: retained for the period required by law, commonly up to 6 years or longer where legal obligations apply.
Complaint and incident records: kept for as long as needed to resolve the issue and defend legal claims.
Consent-based communications: retained until you withdraw consent or the communication purpose ends.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

7. Data Security

We take reasonable steps to protect your personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, data minimisation, and restricted staff access. While no system can be guaranteed completely secure, we aim to use appropriate safeguards that reflect the nature of the data we process.

8. Your Rights

Depending on the legal basis for processing and your location, 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 ask us to correct inaccurate or incomplete data;
Right to erasure: to request deletion of your data in certain circumstances;
Right to restriction: to ask us to limit how we use your data in certain situations;
Right to data portability: to receive certain information in a structured, commonly used format where applicable;
Right to object: to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent: where we rely on consent, you may withdraw it at any time;
Right to lodge a complaint: to raise concerns with the relevant supervisory authority if you believe your data rights have been infringed.

Some rights may not apply in every situation. For example, we may need to retain certain data to comply with legal obligations or to establish, exercise, or defend legal claims.

9. Marketing Communications

We do not send unsolicited marketing in a way that ignores your rights. If we ever contact you with optional promotional information, we will do so only where legally permitted. You can object to direct marketing at any time, and we will respect your preference.

10. Children’s Data

Our services are not directed at children. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or service arrangement and provided by an adult with authority to do so. If we become aware that we have collected data from a child without appropriate authorisation, we will take steps to delete it where required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the way we operate. Any updates will take effect when published in the revised version. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Scope of This Policy

This policy applies to all customers of Man With A Van Archway in the area, whether they use our services once or repeatedly, as an individual or on behalf of a business or household. By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy.

We are committed to protecting your privacy and handling personal information responsibly, transparently, and in a manner that respects your rights.