Privacy Policy - Man With A Van Eltham

Man With A Van Eltham is committed to protecting the privacy and personal data of every customer in the area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our removal, delivery, and transport services. It applies to all Man With A Van Eltham customers in the area, including individuals, households, landlords, tenants, businesses, and any person who enquires about or receives our services.

This policy is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It should be read alongside any service terms or booking information provided at the time of enquiry or hire.

1. Information We Collect

We only collect personal data that is necessary to provide our services, manage bookings, respond to enquiries, and meet legal obligations. Depending on the nature of your interaction with us, we may collect the following categories of information:

Identity details, such as your name and title.
Contact details, such as address, email address, and telephone number.
Booking details, including dates, collection and delivery locations, property access notes, item descriptions, and service preferences.
Payment information, such as payment status and transaction records. Where payment is processed through a third party, we may receive limited confirmation details.
Communication records, including emails, call notes, text messages, and correspondence relating to quotes, complaints, claims, or service updates.
Service and operational information, such as delivery instructions, parking arrangements, inventory information, and photos provided for quotation or claim purposes.
Technical information, if you interact with our online systems, such as IP address, browser type, and device-related data.

We do not intentionally collect special category data unless it is necessary and lawful to do so. If you choose to share such information with us, for example in relation to access needs or health-related delivery instructions, we will only use it where required and appropriate safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and manage bookings.
To plan, carry out, and complete removals, deliveries, and transport services.
To communicate with you about service arrangements, delays, changes, and completion updates.
To process payments, invoices, refunds, or outstanding balances.
To respond to enquiries, complaints, and claims.
To maintain internal records and improve our operations.
To comply with tax, accounting, insurance, and legal requirements.
To prevent fraud, misuse, or unlawful activity.

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 such use is lawful.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Man With A Van Eltham relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling bookings, providing quotes, arranging collection and delivery, and completing agreed services.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and freedoms. Examples include managing customer records, preventing fraud, improving services, and handling routine correspondence.

Legal Obligation

We may process and retain certain information where required to comply with legal duties, including accounting, taxation, insurance, and dispute resolution obligations.

Consent

Where we rely on consent, such as for certain optional communications or the sharing of particular information, you have the right to withdraw consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

4. Data Sharing and Processors

We may share personal data with trusted third parties, known as processors, who help us operate our business and deliver our services. These processors only act on our instructions and must protect your data in line with applicable law.

Processors or service providers may include:

Payment providers who handle card or electronic payments.
Accounting and bookkeeping providers who assist with invoicing, records, and tax compliance.
IT and cloud storage providers who support data storage, email, and operational systems.
Communication providers who help deliver email, text, or telephone services.
Insurance and claims handlers where information is needed to assess or defend a claim.
Professional advisers, such as legal or financial advisers, where necessary.

We may also disclose personal data to public authorities, regulators, courts, or law enforcement agencies where required by law or where it is necessary to protect our rights, customers, staff, or property.

We do not sell personal data. If any transfer outside the UK is necessary for a service provider, we will ensure appropriate safeguards are in place to protect your information.

5. Data Retention

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

As a general approach:

Booking and customer records are usually retained for a reasonable period after completion of service.
Financial and tax records are retained for the period required by law.
Claims, disputes, and complaint records may be kept for longer if needed to resolve the matter or defend a legal claim.

When personal data is no longer required, we will delete, anonymise, or securely destroy it.

6. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and appropriate supplier vetting. While no system can be guaranteed 100% secure, we work to keep your data protected to a high standard.

7. Your Rights

Under data protection law, you have important rights in relation to your personal data. These rights may apply depending on the circumstances and any legal exemptions. Your rights include:

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

If you believe your rights have not been respected, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO). We encourage you to contact us first so we can try to resolve any issue promptly.

8. Children’s Data

Our services are intended for adults arranging removals, deliveries, or transport. We do not knowingly collect personal data from children as part of our normal business operations. If data relating to a child is incidentally included in booking or delivery arrangements, it will be handled carefully and only where necessary.

9. 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 protection practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

10. Summary of Our Commitment

Man With A Van Eltham respects your privacy and is committed to handling personal data responsibly, fairly, and lawfully. We only collect what we need, use it for clear and legitimate purposes, keep it secure, retain it only as long as necessary, and ensure your rights are protected. This policy applies to all Man With A Van Eltham customers in the area, whether they book once or use our services regularly.