Privacy Policy - Man With Van Hatchend

This Privacy Policy explains how Man With Van Hatchend collects, uses, stores, shares, and protects personal data when providing removal and transport services. It applies to all Man With Van Hatchend customers in the area, including individuals and businesses who enquire about, book, or use 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.

1. Who We Are

Man With Van Hatchend provides van hire, moving assistance, collection and delivery services, and related support for local and regional customers. In the course of delivering these services, we may need to process personal information about customers, recipients, suppliers, and other individuals involved in a booking.

For the purposes of data protection law, we are the data controller for the personal data we determine the means and purposes of processing. This means we decide why and how your data is used and are responsible for ensuring that your information is treated appropriately.

2. Information We Collect

We only collect data that is necessary for running our services, managing bookings, and meeting our legal and operational obligations. The information we collect may include:

Identity details such as your name, title, and where relevant, the name of your business or organisation.
Contact details such as your address, email address, and telephone number.
Booking information such as service dates, pickup and delivery locations, item descriptions, access notes, and special handling requirements.
Payment and transaction records such as payment status, invoices, receipts, and related accounting data.
Communication records including enquiries, quotes, complaints, service updates, and correspondence.
Service-related information such as photographs, instructions, or inventory notes provided to support a move or delivery.
Technical data if you interact with our digital systems, such as device identifiers, IP address, or usage logs, where necessary for security and service administration.

We may also process limited personal data about third parties where needed to complete a booking, such as a recipient’s name, delivery instructions, or access information. Please only share such information where you have a lawful right to do so.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and confirm bookings;
to plan and deliver moving, transport, and collection services;
to communicate with you about your booking or enquiry;
to manage payments, invoices, and refunds;
to keep accurate business and tax records;
to respond to complaints, disputes, or claims;
to maintain security and prevent fraud or misuse;
to comply with applicable laws and regulations;
to improve our operations, service quality, and customer experience.

We will only use your data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and that doing so is lawful.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, we may rely 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 providing quotes, arranging services, completing deliveries, and managing payments connected with a booking.

Legal Obligation

We may process data where needed to comply with legal requirements, including accounting, tax, record-keeping, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include improving services, managing our operations, preventing fraud, and maintaining business records. When we rely on legitimate interests, we assess the impact on your privacy and apply appropriate safeguards.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide specific optional information or agree to certain forms of communication. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Data Sharing and Processors

We do not sell your personal data. However, we may share it with trusted third parties where necessary for business operations, service delivery, or legal compliance. These third parties may act as processors or, in some cases, independent controllers.

Examples of processors may include:

IT and hosting providers who support our systems, data storage, or communications tools.
Accounting and bookkeeping services that help manage invoices, payments, and tax records.
Payment service providers that process card or online payments securely.
Customer management or scheduling providers used to organise bookings and service records.
Professional advisers such as lawyers, insurers, or auditors when required.

Where processors are used, they are only permitted to process personal data on our instructions and must protect it using appropriate technical and organisational measures. We take reasonable steps to ensure that any third party handling personal data on our behalf meets data protection requirements.

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

6. International Transfers

If any of our service providers store or access data outside the UK, we will ensure that appropriate safeguards are in place before the transfer occurs. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent lawful mechanisms designed to protect your information.

7. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of data and the nature of the service provided.

In general:

booking and service records are retained for a reasonable period after completion of the job;
financial and tax records are kept for the period required by law;
correspondence and complaint records are kept as long as needed to resolve issues and protect our legitimate interests;
data that is no longer required is securely deleted, anonymised, or archived in line with our retention practices.

When determining retention periods, we consider the volume, sensitivity, and potential legal relevance of the information. We regularly review stored data to ensure we do not keep it longer than necessary.

8. Data Security

We take the security of personal data seriously and use reasonable safeguards to prevent unauthorised access, alteration, disclosure, or loss. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and appropriate backup procedures. While no system can be guaranteed to be completely secure, we aim to use robust protections proportionate to the risks involved.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to certain legal conditions and exemptions, these rights may include:

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 information.
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 object - to object to processing based on legitimate interests or direct marketing.
Right to data portability - to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent - where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the matter promptly and fairly.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary for a specific service request and is provided by an adult with authority to do so. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any revised version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how personal data is protected and used.

12. Summary of Our Commitment

Man With Van Hatchend is committed to processing personal data responsibly, transparently, and only where there is a valid legal reason to do so. We collect only the information needed to deliver our services, share data only with appropriate processors or where legally required, retain data for no longer than necessary, and respect the rights of every customer in the area we serve. If you use our services, this policy explains how your information is handled and the safeguards in place to protect it.