Privacy Policy - Man And Van Richmond

This Privacy Policy explains how Man And Van Richmond collects, uses, stores, shares, and protects personal data when providing moving, delivery, packing, and related services. It applies to all Man And Van Richmond customers in area, including individuals, households, landlords, tenants, and business clients who use our services within the Richmond area. 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 And Van Richmond provides removal and transport services. In the course of delivering these services, we may need to process personal data relating to customers, recipients, property access, bookings, payments, and service preferences. This policy explains what information we collect and why, how long we keep it, who may process it on our behalf, and what rights you have over your data.

2. Personal Data We Collect

We collect only the information that is necessary to manage enquiries, arrange bookings, complete services, and meet legal or operational obligations. The types of personal data we may collect include:

Identity details such as your name and title.
Contact details such as phone number, email address, and service address.
Booking details including moving dates, collection and delivery addresses, item descriptions, access instructions, and service notes.
Payment information such as billing details, transaction records, and invoice data.
Communication records including emails, messages, call notes, and complaints.
Service-related information such as special handling requirements, parking instructions, or access arrangements.
Technical data if you interact with us online, such as device information, IP address, and usage data where applicable.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service arrangement. If you share sensitive information, we will process it only where permitted by law and with appropriate safeguards.

3. How We Use Your Data

We use personal data to provide and manage our services efficiently and securely. Typical uses include:

Responding to enquiries and preparing quotations.
Scheduling and managing bookings.
Carrying out removals, van hire, packing, loading, and delivery services.
Communicating about changes, delays, or service updates.
Issuing invoices, processing payments, and keeping financial records.
Handling complaints, claims, and service feedback.
Meeting legal, tax, accounting, and insurance obligations.
Preventing fraud, misuse, or unauthorised access.

We only use your information for the purposes for which it was collected unless we reasonably need to use it for a compatible purpose permitted by law.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the circumstances, our lawful bases may include:

Contract

We process information where it is necessary to enter into or perform a contract with you. This includes preparing a quote at your request, confirming a booking, and delivering the agreed services.

Legal Obligation

We may process and retain certain records to comply with legal duties, including accounting rules, tax requirements, insurance obligations, and responses 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 customer service, service improvement, record keeping, fraud prevention, and protecting our business operations.

Consent

Where consent is the appropriate basis, we will ask for it clearly and separately. You can withdraw consent at any time, and this will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Your Information and Processors

We do not sell your personal data. We may share information with trusted third parties when necessary to provide our services or to meet legal obligations. These third parties act either as independent controllers or as processors acting on our instructions.

Processors are service providers that handle data on our behalf under written contracts and only use it for the purposes we specify. They may include:

Payment processing providers.
Accounting and bookkeeping systems.
Email, messaging, and communication platforms.
Data storage and backup providers.
Customer relationship and booking management tools.
IT support and cybersecurity providers.

We may also share data with insurers, legal advisers, regulatory bodies, and law enforcement where necessary and lawful. If a service requires subcontractors or additional moving support, they will receive only the information needed to perform their role.

All processors are required to protect personal data and to process it only in accordance with our instructions and applicable data protection law.

6. Data Retention

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

Booking and service records are normally kept for a period that allows us to manage follow-up enquiries, disputes, and service history.
Invoice, payment, and tax records are kept for the period required by financial and tax law.
Complaint and claim records may be retained for longer where needed to establish, exercise, or defend legal claims.
General correspondence is retained only as long as needed for service administration.

When data is no longer needed, it will be securely deleted, anonymised, or archived in a way that prevents further unnecessary use.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, alteration, disclosure, or destruction. These measures may include restricted access controls, secure storage, password protection, staff awareness, and regular review of data handling practices. Although no system can be guaranteed to be completely secure, we work to reduce risks and to respond appropriately to any suspected incident.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to legal conditions and exemptions.

Right of access – you can ask for 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 circumstances.
Right to restrict processing – you can ask us to limit how we use your data in certain cases.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can ask for certain data in a reusable format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits required by law.

9. Children’s Data

Our services are intended for adult customers and business clients. We do not knowingly collect personal data directly from children in connection with our services. If we learn that we have collected data from a child without appropriate authority, we will take steps to delete or protect it as required by law.

10. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place so that the data continues to receive an adequate level of protection. Such safeguards may include approved contractual protections or transfers to countries recognised as providing adequate protection.

11. 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 handling practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is used.

12. Summary of Key Points

This policy explains how Man And Van Richmond handles personal data in connection with its services in the Richmond area. We collect only necessary information, use it for service delivery and lawful business purposes, retain it for appropriate periods, and share it only with trusted processors or where required by law. You also have strong rights over your data, including access, correction, deletion, and objection. We are committed to treating all personal data with care, confidentiality, and respect.