Privacy Policy - Man With Van Snaresbrook

This Privacy Policy explains how Man With Van Snaresbrook collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Snaresbrook customers in the area, including individuals who enquire about, book, or receive removal and transport services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to anyone who:

requests a quotation or service information;
books or receives a moving, delivery, or transport service;
communicates with us by phone, email, text, or online forms;
is named in connection with a booking, such as a tenant, landlord, solicitor, property manager, or authorised representative;
visits or interacts with our service in the Snaresbrook area.

By using our services, you acknowledge that your data may be processed as described in this policy. We only collect and use personal data where there is a valid legal basis to do so.

2. Personal data we collect

We may collect the following categories of personal data depending on how you interact with us:

Identity data: your name, title, and any business or organisation name.
Contact data: address, email address, telephone number, and delivery or collection address.
Booking and service data: details of the move, service requirements, property access information, item descriptions, preferred dates, and special instructions.
Payment data: billing details, payment status, and limited transaction information. We do not intentionally store full card details unless this is handled securely by a payment provider.
Communication data: messages, call notes, complaint records, and customer support correspondence.
Technical data: IP address, device information, browser type, and basic usage data if you interact with digital systems we use for administration.
Verification data: information used to confirm identity or authorisation where needed for fraud prevention or service delivery.

We do not seek to collect special category data unless it is strictly necessary and lawful. If such information is incidentally shared with us, we will only process it where a valid legal condition exists and appropriate safeguards are in place.

3. How we use personal data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to plan and deliver moving, collection, and transport services;
to communicate about appointments, access issues, delays, and service updates;
to process payments, invoices, and refunds where applicable;
to manage customer queries, complaints, and feedback;
to maintain business records and support accounting;
to protect against fraud, misuse, and unauthorised access;
to comply with legal, regulatory, or contractual obligations;
to improve our services, operations, and customer experience.

We only use data for the purpose for which it was collected unless we reasonably determine that another compatible purpose exists and the law allows it.

4. Lawful basis for processing

Under the UK GDPR, we rely on one or more of the following lawful bases to process personal data:

Contract

We process personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes booking management, service delivery, invoicing, and customer support connected to the service.

Legal obligation

We may process data to meet legal requirements, including tax, accounting, record-keeping, and compliance obligations.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided your interests and fundamental rights do not override those interests. Examples include business administration, fraud prevention, service improvement, and maintaining secure records.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or non-essential processing. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital interests

In exceptional circumstances, we may process personal data to protect someone’s life or physical safety.

5. Data sharing and processors

We may share personal data with trusted third parties where necessary for service delivery or business operations. These parties act as processors or independent controllers depending on the circumstances.

Payment processors that securely handle card or electronic payments.
Accounting and bookkeeping providers that assist with invoicing, tax, and financial records.
IT and cloud service providers that store or manage business data, email, and scheduling systems.
Communication platforms used for sending booking updates or managing customer enquiries.
Professional advisers such as accountants, insurers, or legal advisers where required.
Public authorities where disclosure is required by law, court order, or regulatory request.

Where we use processors, we ensure they are contractually bound to process personal data only on our instructions, maintain appropriate security, and comply with applicable data protection law.

We do not sell personal data. We do not allow processors to use customer data for their own independent marketing purposes unless you have separately agreed to that directly with them.

6. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, or reporting requirements. Retention periods depend on the type of data and the reason for holding it.

Quotation and enquiry records: retained for a reasonable period to respond to follow-up queries and manage service history.
Booking and transaction records: retained for as long as needed to fulfil contractual obligations and handle disputes.
Financial and accounting records: retained in line with tax and accounting requirements.
Complaint and correspondence records: retained for a period appropriate to resolve issues and demonstrate compliance.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. If records are needed for legal claims or regulatory reasons, they may be retained for longer than the standard period.

7. Data security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. Measures may include access controls, secure storage, staff confidentiality obligations, and limited data access on a need-to-know basis.

While we take reasonable steps to secure information, no system is completely risk-free. If a personal data breach occurs and it is likely to result in a risk to your rights and freedoms, we will handle it in accordance with applicable law.

8. International transfers

In some cases, service providers may process data outside the UK. Where this happens, we will ensure appropriate safeguards are in place so that your personal data receives an adequate level of protection, such as approved contractual safeguards or transfer mechanisms recognised under UK data protection law.

9. Your rights

You have rights in relation to your personal data. These rights may apply depending on the legal basis for processing and the circumstances involved.

Right of access: request a copy of the personal data we hold about you.
Right to rectification: ask us to correct inaccurate or incomplete data.
Right to erasure: request deletion of your data in certain situations.
Right to restriction: ask us to limit how we use your data in specific cases.
Right to object: object to processing based on legitimate interests or direct marketing.
Right to data portability: request transfer of certain data in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, withdraw it at any time.

If you wish to exercise any of these rights, we will respond within the time limits set by law. We may need to verify your identity before acting on your request. Some rights may not apply in all situations, particularly where we must retain data to meet legal obligations or defend legal claims.

10. Children’s data

Our services are intended for adults. We do not knowingly collect personal data from children except where it is provided incidentally in connection with a household booking and only where necessary for the service. If we become aware that we have collected children’s data without a lawful basis, we will take appropriate steps to delete it.

11. Complaints and changes to this policy

If you believe your data has been handled incorrectly, you may raise a concern with us. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you are dissatisfied with how your data is processed.

We may update this Privacy Policy from time to time to reflect legal, operational, or security changes. Any updated version will apply from the date it is published, and we encourage customers to review it periodically.

Summary: This Privacy Policy explains how Man With Van Snaresbrook collects, uses, shares, stores, and protects customer data, including lawful basis, retention, processors, and rights.