Privacy Policy - Man And Van Waterloo

Man And Van Waterloo is committed to protecting the privacy and personal data of all customers in the Waterloo area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our moving, transport, and related services. It applies to all Man And Van Waterloo customers in the area, including individuals, households, landlords, tenants, and businesses that arrange services with us.

This policy is written to meet the requirements of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read it carefully to understand what data we collect and your rights in relation to that data.

1. Who We Are

For the purposes of data protection law, Man And Van Waterloo acts as the data controller for the personal data we collect and use in connection with our services. This means we decide why and how your personal data is processed.

We only collect and use personal data where it is necessary, proportionate, and lawful. We aim to handle all information in a fair, transparent, and secure way.

2. Information We Collect

We may collect the following types of personal data when you enquire about, book, or receive our services:

Identity data such as your name, title, and, where relevant, business or company name.
Contact data such as telephone number, email address, and service address.
Booking data including moving dates, collection and delivery locations, job details, access requirements, and service preferences.
Payment data such as billing information, payment status, and transaction records. We do not store unnecessary payment card details unless required for processing through a secure payment provider.
Communication data including emails, text messages, phone call notes, complaints, and service-related correspondence.
Usage and technical data where relevant, such as device information, log data, and website interaction data if you contact us digitally.
Special category data only in rare cases where you voluntarily share it and it is necessary for a specific service request, for example mobility-related access needs. We handle such data with extra care and only where permitted by law.

We generally collect personal data directly from you. However, we may also receive data from third parties such as property managers, letting agents, business partners, payment processors, or other persons involved in arranging the service on your behalf.

3. How We Use Your Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to manage bookings and deliver removal, transport, and related services;
to plan routes, assess access requirements, and complete jobs safely and efficiently;
to process payments, refunds, and billing matters;
to communicate with you before, during, and after a booking;
to handle complaints, disputes, and insurance-related issues;
to maintain business records and meet legal, tax, and accounting obligations;
to improve our services, operations, and customer experience;
to prevent fraud, misuse, or unlawful activity;
to defend or establish legal claims where necessary.

We only process personal data for legitimate business purposes and in ways that are compatible with the original reason it was collected.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling bookings, providing services, sending updates, and processing payments.

Legal Obligation

We may process personal data where we must comply with a legal requirement, such as tax law, accounting rules, insurance obligations, or record-keeping duties.

Legitimate Interests

We may process personal data when it is necessary for our legitimate interests, provided that those interests do not override your rights and freedoms. Examples include managing business operations, improving service quality, preventing fraud, and handling internal administration.

Consent

In limited cases, we may rely on your consent, particularly for optional uses of data not essential to delivering the service. Where consent is used, you can withdraw it at any time.

Vital Interests or Public Task

These bases are rarely used by us, but may apply in exceptional circumstances where there is a serious risk to someone’s safety or where we are required to assist with a public interest matter.

5. Sharing Your Data and Processors

We do not sell your personal data. We may share information only where necessary and appropriate for service delivery, legal compliance, or business administration.

We may use third-party processors who act on our instructions and are contractually required to protect your data. These may include:

payment service providers;
accounting and bookkeeping providers;
IT and cloud storage providers;
email or messaging service providers;
customer management and scheduling tools;
insurance or claims handling partners;
subcontractors assisting with the delivery of services.

We may also disclose data where required by law, court order, regulatory request, or to protect our rights, customers, staff, or property. If data is transferred outside the UK, we will ensure appropriate safeguards are in place in accordance with data protection law.

6. Data Retention

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

Booking and service records are generally retained for a reasonable period after the job is completed to manage queries, disputes, or follow-up matters.
Financial and tax records are retained for the period required by law.
Communication records may be retained for as long as needed to manage customer service, complaints, and legal claims.
Unused enquiry data may be deleted after a suitable period if no booking is made.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access controls, secure storage, password protection, staff confidentiality requirements, and careful management of third-party processors.

While no system can be guaranteed to be completely secure, we work hard to reduce risks and to respond quickly if a data incident occurs.

8. Your Rights

Under data protection law, you have important rights in relation to your personal data. Subject to legal limits, you may have the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict how we process your data;
object to processing based on legitimate interests or direct marketing;
data portability for data you provided to us in certain situations;
withdraw consent where processing relies on consent;
lodge a complaint with the Information Commissioner’s Office if you believe your rights have been infringed.

We may need to verify your identity before responding to a rights request. We will respond within the time limits required by law unless the request is complex or numerous.

9. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children unless it is incidentally provided in connection with a household move or similar booking. Where this happens, we only process the data if it is necessary and lawful.

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 updated version will apply from the date it is published or otherwise communicated.

We encourage all customers in Waterloo to review this policy periodically so they remain informed about how their information is handled.

11. Summary of Our Commitment

Man And Van Waterloo respects your privacy and is committed to using personal data responsibly. We collect only the information needed to provide services, rely on lawful bases such as contract, legal obligation, consent, and legitimate interests, and keep data only for as long as required. We use trusted processors, apply security safeguards, and respect your rights under UK GDPR.

This Privacy Policy applies to all Man And Van Waterloo customers in the area.