Privacy Policy - Man With Van Clapham

This Privacy Policy explains how Man With Van Clapham collects, uses, stores, shares, and protects personal data when providing moving, delivery, collection, and related services. It applies to all Man With Van Clapham customers in the area, including individuals, households, landlords, tenants, and business clients who request our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We collect only the information necessary to arrange, perform, manage, and improve our services. The types of personal data we may collect include:

Identity details such as your name and, where relevant, the name of a company or household representative.
Contact details such as telephone number and email address.
Service details including pickup and delivery addresses, access notes, inventory information, item descriptions, and preferred service dates and times.
Payment information such as billing records, transaction references, and limited payment details needed to process your booking or issue invoices.
Communication records including messages, service requests, complaints, claims, and notes about your booking.
Operational information such as instructions for moving, parking arrangements, site access, and any special handling requirements.
Technical data where applicable, such as basic website or device information used for security, analytics, or service improvement.

We do not intentionally collect special category data unless you provide it voluntarily and it is necessary for the service, for example where access needs, health considerations, or vulnerability-related instructions must be considered to perform the job safely. If such information is provided, we will handle it with additional care and only process it where lawful and necessary.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes, confirm bookings, and manage customer accounts.
To plan, carry out, and complete removals, deliveries, and collection services.
To communicate with you about scheduling, updates, changes, delays, or service issues.
To process payments, send invoices, and maintain financial records.
To handle complaints, claims, refunds, and customer support requests.
To comply with legal, tax, insurance, and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or security incidents.
To improve our services, operations, and customer experience.

We only process data that is relevant and proportionate to these purposes. We do not use your personal data for unrelated marketing purposes without the required legal basis and, where necessary, your consent.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Depending on the context, we may rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, organising logistics, completing the move, and issuing invoices.

Legal Obligation

We may process and retain data where required to meet legal, accounting, tax, insurance, health and safety, or record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service quality improvement, customer support, fraud prevention, business administration, and protecting our legal rights. When relying on legitimate interests, we consider the nature of the data, the context of the processing, and your reasonable expectations.

Consent

Where consent is the appropriate lawful basis, we will request it clearly and separately. You have the right to withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data only when necessary and only with trusted parties that help us deliver and support our services. These parties may act as processors or, in limited cases, independent controllers.

Categories of processors may include:

Payment processors who handle secure card or transfer transactions.
IT and cloud service providers who store data, manage communications, or provide booking and administration tools.
Accountancy and bookkeeping providers who assist with financial records and compliance.
Insurance providers and claims handlers where a claim, incident, or dispute must be assessed.
Customer service and communication tools used to manage enquiries and service updates.
Vehicle, logistics, or route-planning providers where needed to support operations.

All processors are required to protect personal data, use it only for authorised purposes, and implement appropriate technical and organisational security measures. We do not sell your personal data.

We may also disclose information where necessary to law enforcement, courts, regulators, or other authorities when legally required or when needed to establish, exercise, or defend legal claims.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this policy, including for service delivery, accounting, dispute resolution, and legal compliance. Retention periods vary depending on the type of data and the reason for processing.

Booking and service records are generally kept for a reasonable period after completion of the service.
Financial and tax records may be retained for the period required by applicable law.
Complaint, claim, and incident records may be kept longer where needed to resolve issues or defend legal claims.
Data collected with consent will be retained until consent is withdrawn or the purpose no longer applies.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you. We regularly review retention needs to ensure that information is not kept longer than necessary.

6. Security of Your Data

We take appropriate measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, encryption where appropriate, staff confidentiality obligations, and restricted sharing with authorised third parties only.

Although we work to protect your data, no system can be guaranteed to be completely secure. If a personal data incident occurs and it is likely to result in a risk to your rights and freedoms, we will respond in line with our legal obligations.

7. Your Rights

Depending on your circumstances and the legal basis for processing, you may have the following rights under data protection law:

Right of access to request a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure in certain circumstances, sometimes called the right to be forgotten.
Right to restriction to limit how we use your data in certain situations.
Right to data portability to receive certain data in a structured, commonly used format.
Right to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent where processing is based on consent.

We may need to verify your identity before responding to a request. Some rights may not apply in every situation, particularly where we need to retain information to comply with legal obligations or defend a claim. We will always explain our decision if we cannot fully action a request.

8. Children???s Data

Our services are intended for adults arranging moving and delivery services. We do not knowingly collect personal data from children except where it is unavoidably included in service instructions or household records provided by an adult customer. If we become aware that we have collected data improperly, we will take appropriate steps to delete it or obtain proper authorisation where required.

9. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place to protect your personal data. These safeguards may include adequacy decisions, standard contractual clauses, or other approved transfer mechanisms, as required by law.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data-handling practices. The latest version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their personal data is used.

11. How We Respond to Privacy Queries

If you have questions about this Privacy Policy or wish to exercise your rights, we will review your request and respond in accordance with applicable data protection law. We aim to handle all privacy matters fairly, promptly, and transparently. If a matter cannot be resolved directly, you also have the right to lodge a complaint with the UK Information Commissioner???s Office (ICO).

By using Man With Van Clapham services, you acknowledge that your personal data may be processed as described in this Privacy Policy.