Privacy Policy - Man With Van Addiscombe

Man With Van Addiscombe is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect information about our customers and prospective customers in Addiscombe and the surrounding area. It applies to all Man With Van Addiscombe customers in the area, whether you contact us directly, request a quotation, make a booking, or otherwise use our services.

This policy is written in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It explains the types of personal data we may collect, the lawful bases on which we process it, how long we keep it, the kinds of third parties that may process it on our behalf, and the rights you have in relation to your information.

1. Personal Data We Collect

We only collect personal data that is necessary for the purposes of providing and managing our services, responding to enquiries, and maintaining our business records. The information we may collect includes:

Identity details such as your name and title.
Contact details such as your address, email address, and telephone number.
Service details including the collection and delivery locations, moving dates, property access notes, item descriptions, and any special handling requirements.
Billing and transaction information such as payment records, invoice details, and booking history.
Communication records including messages, call notes, emails, and any feedback or complaints.
Technical information if you interact with us electronically, such as device type, basic usage data, and logs needed to maintain security and service quality.

We do not seek to collect unnecessary personal information. If you choose to provide additional data, we will only use it where there is a valid reason and lawful basis to do so.

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 services.
To manage bookings, schedules, and customer accounts.
To take payments, issue invoices, and handle refunds where required.
To communicate with you about service updates, access arrangements, or changes to your booking.
To manage complaints, disputes, and customer support requests.
To maintain accurate business records and comply with legal obligations.
To improve our services, systems, and internal operations.

We will only process your data for clearly defined and legitimate business purposes. We do not use personal data in ways that are incompatible with the original reason it was collected.

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 Van Addiscombe may rely on one or more of the following lawful bases:

Performance of a contract – where processing is necessary to provide a quotation, complete a booking, or deliver moving services.
Legitimate interests – where processing is necessary for our business operations, such as managing customer enquiries, improving service quality, preventing fraud, or keeping records, provided your interests and rights do not override ours.
Legal obligation – where we must process or retain data to comply with tax, accounting, employment, transport, or other legal requirements.
Consent – in limited situations where we ask for your clear permission, for example for optional marketing communications. You may withdraw consent at any time.

If we rely on legitimate interests, we will ensure there is a fair balance between our interests and your privacy rights. If we rely on consent, it will be freely given, specific, informed, and unambiguous.

4. Data Sharing and Processors

We may share personal data with trusted third parties who process information on our behalf. These organisations are known as processors. They may only act on our instructions and must protect your data in accordance with data protection law.

Processors and service providers may include:

Payment providers who handle card or online payments.
Accounting and bookkeeping providers who assist with invoicing, financial records, and tax compliance.
IT and cloud service providers who support data storage, email, and secure business systems.
Customer administration tools used to manage bookings, communication, and service records.
Professional advisers such as accountants, lawyers, or insurers where necessary.

We may also disclose data where required by law, court order, or regulatory authority. We do not sell your personal data.

Where data is transferred outside the UK, we will take appropriate steps to ensure your information remains protected, including the use of legally approved safeguards where required.

5. 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 legitimate business needs. Retention periods may vary depending on the type of data and the reason for processing.

Quotation and enquiry records are usually kept for a limited period to manage follow-up questions and service history.
Booking, invoice, and payment records may be retained for several years to satisfy tax and accounting obligations.
Communication and complaint records may be retained for a reasonable period to support customer service and dispute resolution.
Technical and security logs are kept only as long as needed for operational and security purposes.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We do not keep data indefinitely.

6. Security of Your Information

We take appropriate technical and organisational measures to safeguard personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting data access to those who need it for their role.

Although we strive to protect your information, no system can be guaranteed to be completely secure. We therefore encourage you to share information only when necessary and to contact us promptly if you believe your data has been compromised.

7. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may apply in full or in part depending on the reason we are processing the information and whether any legal exemptions apply.

Right of access

You can request a copy of the personal data we hold about you and ask for information about how it is used.

Right to rectification

You may ask us to correct inaccurate or incomplete personal data.

Right to erasure

In certain circumstances, you may ask us to delete your personal data, for example where it is no longer needed for the purpose collected.

Right to restriction

You may ask us to limit how we use your data in specific situations.

Right to data portability

Where processing is based on consent or contract and carried out by automated means, you may request a copy of certain data in a structured, commonly used format.

Right to object

You may object to processing based on legitimate interests, and you may object at any time to direct marketing.

Rights related to consent

If we rely on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

If you wish to exercise any of these rights, we may need to verify your identity to protect your information.

8. Marketing Communications

We will only send marketing messages where we are permitted to do so under applicable law. You can opt out of receiving marketing at any time. If you object to direct marketing, we will stop using your data for that purpose.

9. Children’s Data

Our services are intended for adults arranging removal and transport services. We do not knowingly collect personal data from children unless it is necessary in connection with a service request and provided by an adult responsible for the booking.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. 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 personal data is handled.

11. Summary of Our Commitment

Man With Van Addiscombe values your privacy and is committed to processing personal data fairly, lawfully, and transparently. We collect only the information needed to provide our services, use it for legitimate business purposes, keep it secure, retain it only as long as necessary, and respect your rights under data protection law. This Privacy Policy applies to all Man With Van Addiscombe customers in the area.