Man with Van Richmond upon Thames Privacy Policy

This Privacy Policy explains how Man with Van Richmond upon Thames collects, uses, stores and protects personal data of its customers and prospective customers in the Richmond upon Thames area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, requesting a quote, or contacting us, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all customers and prospective customers of Man with Van Richmond upon Thames located in or using our services within the Richmond upon Thames area. It covers personal data collected through telephone enquiries, online enquiries, written communication, and in-person interactions related to our man and van, removals and associated services.

Data Controller

Man with Van Richmond upon Thames is the controller of the personal data described in this Privacy Policy. As the controller, we decide how and why your personal data is processed and are responsible for ensuring that such processing is compliant with applicable data protection laws.

Personal Data We Collect

We only collect personal data that is necessary to provide and manage our services. The types of personal data we may collect include:

Identification and contact details such as full name, address, service addresses for collection and delivery, and general location in Richmond upon Thames and surrounding areas.

Contact information such as telephone number and other communication details that you choose to provide so we can contact you regarding quotes, bookings and service updates.

Service and booking details such as preferred dates and times, vehicle or service requirements, access information for properties, and notes you provide about items to be moved.

Payment and billing information such as payment confirmations and billing details as necessary for invoicing, accounting and tax purposes. Card details are not stored by us where payments are processed through third-party payment providers.

Communications and correspondence such as emails, messages, or notes from phone calls relating to quotes, bookings, complaints, feedback or general enquiries.

Technical data such as basic usage data generated when you interact with our website or online forms, including time and date of access and basic device and browser information, to support security and service improvement.

How We Collect Personal Data

We collect personal data directly from you when you contact us to request a quote, make a booking, ask a question, provide feedback or otherwise interact with us. This can be via telephone, online forms, email, or in person.

We may also receive limited personal data from third parties when you have asked them to arrange services on your behalf, such as partners that manage bookings or referrals. In these cases, we will treat your personal data in accordance with this Privacy Policy.

Lawful Bases for Processing

We process your personal data only when we have a lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:

Contractual necessity: We process personal data to take steps at your request before entering into a contract, such as providing a quote, and to perform our contract with you, such as arranging and carrying out removals and man and van services.

Legitimate interests: We process personal data to pursue our legitimate business interests where these are not overridden by your rights and interests. This includes managing and improving our services, handling customer enquiries, and protecting our business from fraud and misuse.

Legal obligations: We process personal data where necessary to comply with legal obligations, such as accounting, tax, and regulatory requirements.

Consent: In limited circumstances, we may rely on your consent, for example, if you specifically agree to receive certain types of marketing communications. Where processing is based on consent, you may withdraw your consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotes, confirm availability and respond to enquiries about our services in Richmond upon Thames.

To set up, manage and carry out bookings, including scheduling, routing and ensuring that your items are moved as requested.

To communicate with you about your booking, including confirmations, changes, reminders and follow-up communications.

To manage payments, invoicing and related accounting, and to keep appropriate business records.

To handle complaints, resolve disputes and respond to feedback, ensuring the quality and safety of our services.

To improve our services, processes and customer experience, using insight from aggregated or anonymised data where appropriate.

To protect our business, our staff and our customers, including preventing misuse of services, ensuring security and complying with our legal obligations.

Data Retention

We only keep personal data for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting or reporting requirements.

In general, we retain customer records, including booking and invoicing information, for a period required under applicable law for tax and accounting purposes. After this period, data will either be securely deleted or irreversibly anonymised.

Where we process personal data based on consent and no longer need it for any other purpose, we will delete it when you withdraw your consent or after a reasonable period of inactivity.

We regularly review the personal data we hold and apply retention criteria to ensure we do not keep data longer than necessary.

Data Processors and Third-Party Recipients

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors only process your data according to our instructions and for the purposes described in this Privacy Policy.

Typical categories of data processors may include:

IT and hosting providers that store or manage our business systems and data.

Payment processing providers that manage secure payment transactions.

Accountants or professional advisers who require limited information for business, accounting or legal advice purposes.

Where necessary, we may also share personal data with third parties acting as independent controllers, such as regulatory bodies, law enforcement or other authorities, where we are legally required or permitted to do so.

We do not sell or rent your personal data to third parties.

International Data Transfers

Where our service providers or systems involve the transfer of personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection laws. This may include use of standard contractual clauses or other recognised mechanisms to ensure adequate protection.

Security of Your Personal Data

We take appropriate technical and organisational measures to safeguard your personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures are proportionate to the volume and sensitivity of the data and take into account the risks associated with processing.

Although we take reasonable steps to protect personal data, no system can be guaranteed to be completely secure. You are also responsible for taking reasonable steps to protect your own information when communicating with us.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:

Right of access: You can request confirmation as to whether we process your personal data and obtain a copy of that data.

Right to rectification: You can request that inaccurate or incomplete personal data about you be corrected.

Right to erasure: You can request deletion of your personal data where there is no longer a legal basis for us to keep it, for example where it is no longer necessary for the purposes for which it was collected.

Right to restriction of processing: You can request that we restrict the processing of your personal data in certain situations, for example while we investigate a concern you raise.

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

Right to object: You can object to processing based on our legitimate interests where you believe your rights and interests outweigh our own. You have an absolute right to object to direct marketing at any time.

Right to withdraw consent: Where we rely on your consent, you can withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have any questions about this Privacy Policy or how we handle your personal data, you can contact us using the usual contact methods published on our website or other communications.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed. In the United Kingdom, this is the Information Commissioner's Office.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. When we make significant changes, we will take reasonable steps to inform you, for example by updating the version on our website. We encourage you to review this Privacy Policy periodically to remain informed about how we handle your personal data.

This Privacy Policy was prepared to apply specifically to Man with Van Richmond upon Thames customers and prospective customers in the Richmond upon Thames area and should be read in conjunction with any other terms and conditions relevant to the services you use.