Privacy Policy - Man With Van Kingscross

This Privacy Policy explains how Man With Van Kingscross collects, uses, stores, shares, and protects personal data in connection with our moving and transport services. It applies to all Man With Van Kingscross customers in the area, including individuals, households, landlords, tenants, and business clients who use or enquire about our services. We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, requesting a quote, making a booking, or communicating with us, you acknowledge that we may process your personal information as described in this policy. We only collect information that is necessary for service delivery, administration, legal compliance, and legitimate business purposes.

1. Information We Collect

We may collect the following categories of personal data:

Identity details: name, title, and, where relevant, company name.
Contact details: address, email address, telephone number, and delivery or collection addresses.
Service information: booking details, inventory information, property access notes, preferred moving times, and special instructions.
Payment information: payment status, transaction references, and billing records. We do not store full card details unless required by a secure third-party payment provider.
Communication records: emails, text messages, call notes, complaint details, and enquiry history.
Technical and usage data: basic website or device information, IP address, browser type, and service interaction data if collected through digital channels.
Operational data: images, descriptions, or notes related to items being moved, packing requirements, parking restrictions, or access conditions.

We may also receive information from third parties, such as letting agents, landlords, employers, estate agents, or payment providers, where this is necessary to arrange or fulfil a service. If we receive data about another person from you, you should ensure that you have the right to share it with us and that the person understands how it will be used.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to schedule, confirm, and carry out moving, collection, and transport services;
to manage customer accounts, bookings, and service changes;
to process payments, refunds, and invoice records;
to communicate service updates, reminders, and operational instructions;
to handle complaints, claims, and feedback;
to maintain safety, security, and fraud prevention measures;
to comply with legal, tax, accounting, and regulatory obligations;
to improve our services, staff training, and business operations;
to defend or exercise legal claims where necessary.

We will only use your data in a manner that is compatible with the reason it was collected, unless we have a valid legal basis to do otherwise.

3. Lawful Basis for Processing

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

Contract

Most of our processing is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, managing bookings, carrying out moves, and handling payment-related administration.

Legal Obligation

We may process personal data where needed to comply with legal obligations, such as tax rules, accounting requirements, insurance matters, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms. This may include service improvement, internal administration, fraud prevention, business planning, and responding to customer queries.

Consent

In limited cases, we may rely on your consent, for example where we need permission to send certain types of marketing communications or to use optional data in a specific way. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, only where necessary and appropriate. These may include:

Payment processors that handle secure transaction processing;
IT and cloud service providers that support storage, communication, and operational systems;
Accounting and bookkeeping providers that assist with invoicing and financial administration;
Insurance providers or claims handlers where a claim or incident must be assessed;
Subcontractors or logistics partners engaged to assist with service delivery;
Legal, tax, or professional advisers where advice is needed or legal obligations apply;
Public authorities or regulators where disclosure is required by law.

All processors are required to protect personal data, use it only for agreed purposes, and apply appropriate technical and organisational safeguards. Where we use external processors, we ensure that suitable contracts are in place. We do not sell personal data.

5. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, insurance, or reporting requirements. Retention periods vary depending on the type of data and the context in which it was collected.

Enquiry and quote data may be kept for a reasonable period to allow follow-up or future service requests.
Booking and invoice records are typically retained for legal and financial compliance purposes.
Communication and complaint records may be retained to support customer service, dispute resolution, and quality control.
Claims-related information may be kept for longer where needed to defend or pursue legal rights.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. In some cases, we may retain data for a longer period if required by law or where there is an ongoing legal matter.

6. International Transfers

If any of our service providers store or process data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms designed to maintain a high level of data protection.

7. Security of Your Data

We take the security of personal data seriously and use reasonable technical and organisational measures to protect it from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access, secure systems, password protection, and staff awareness procedures. While no system can guarantee complete security, we work to reduce risks and review our practices regularly.

8. Your Rights

Under data protection law, you have a number of rights regarding your personal data. These rights may apply depending on the circumstances and any legal exemptions.

Right of access: you may request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: you may ask us to correct inaccurate or incomplete information.
Right to erasure: you may request deletion of your data in certain situations, such as where it is no longer needed.
Right to restriction: you may ask us to limit processing in specific circumstances.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: you may request certain information in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

To protect your privacy, we may ask for information to verify your identity before responding to a request. We will respond within the time limits required by law unless an extension is permitted.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household service request made by an adult. Where child-related information is unavoidable for service delivery, it will be processed only as necessary and with appropriate care.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any revised version will apply from the date it is made effective. We encourage customers to review this policy periodically so they remain informed about how their information is used.

Man With Van Kingscross is committed to respecting your privacy and handling your personal data responsibly. If you use our services in the area, this policy explains the standards we follow to protect your information and uphold your rights.