Privacy Policy
Man with Van Twickenham Privacy Policy
This Privacy Policy explains how Man with Van Twickenham collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all individuals who use or enquire about our services in Twickenham and the surrounding area, whether you contact us online, by phone, or in person.
We are committed to processing your personal data in a lawful, fair and transparent manner, in accordance with the UK General Data Protection Regulation and all applicable data protection laws.
Personal data we collect
We only collect personal data that is necessary to provide our services and to manage our relationship with you. The types of data we may collect include:
Identification and contact details such as your full name, address, service address and destination address, postcode, and general area or region; email address; and any other contact details you choose to provide.
Booking and service information such as the date and time of your booking; details of the items to be moved; access information for collection and delivery locations; special instructions you provide; and any correspondence relating to your booking.
Payment and transaction information such as payment confirmations, amounts paid, method of payment and transaction history. We do not store full payment card details; where card payments are taken, they are processed by third party payment processors who handle your card data securely.
Technical and usage data if you visit our website, such as your IP address, device type, browser type, pages visited and time spent on pages. This information helps us to improve our website and services.
Communications and feedback such as records of enquiries, complaints or compliments, and any feedback or reviews you provide about our services.
How we collect your personal data
We may collect your personal data in the following ways:
Directly from you when you contact us to request a quote, make a booking, ask a question, provide feedback, or communicate with us by phone, online forms, messaging services or in person.
Automatically when you visit our website, through technical and analytics tools that capture usage information and help us understand how visitors interact with our online content.
From third parties where necessary for our services, for example, where another person books a service on your behalf and provides your contact or address details for the collection or delivery.
Lawful bases for processing your data
We rely on one or more of the following lawful bases to process your personal data:
Contractual necessity: We process personal data that is required to provide our services, take steps at your request before entering into a contract, manage bookings, issue confirmations, handle payments and deliver your move or transport service.
Legitimate interests: We process certain data to pursue our legitimate business interests, such as improving our services, managing our business operations, keeping appropriate records, responding to enquiries, and preventing misuse or fraudulent activity. We only rely on this basis where our interests are not overridden by your rights and freedoms.
Legal obligation: We may process and retain some personal data to comply with legal and regulatory requirements, including tax, accounting and insurance obligations.
Consent: In limited cases, we may rely on your consent, for example, if we wish to send you certain types of marketing communications that require consent. Where we rely on consent, you may withdraw it at any time.
How we use your personal data
We use your personal data for the following purposes:
To provide and manage our services, including giving quotes, confirming bookings, planning routes, arranging staff and vehicles, carrying out moves and deliveries, and communicating with you about your booking.
To process payments and manage invoices, refunds and accounting records.
To communicate with you, including responding to your enquiries, handling complaints or issues, and providing service updates or important notices.
To improve our services by analysing how customers use our services and website, and by reviewing feedback to enhance efficiency, safety, and customer experience.
To maintain security and prevent misuse, including detecting and preventing fraud, abuse or activity that may be harmful to our staff, customers or business.
To comply with legal and regulatory obligations, and to establish, exercise or defend legal claims if necessary.
Data sharing and processors
We do not sell your personal data. We may share your data with trusted third parties where necessary to provide our services or to run our business. These third parties act as data processors or, in some cases, as independent controllers.
Examples of third parties we may use include:
IT and hosting providers that host our website, email services or booking systems and store data on secure servers.
Payment processors that handle card or electronic payments on our behalf.
Professional service providers such as accountants, legal advisers or insurers who may need limited access to certain data for their services.
Operational partners, where required, such as subcontracted drivers or additional moving teams assisting with larger jobs, who may need address and contact details to complete the service.
Public authorities or law enforcement agencies where we are legally required to disclose data or where disclosure is necessary to protect our rights or the rights of others.
We require our processors to handle your personal data securely, only in accordance with our instructions, and in compliance with data protection law.
International transfers
Our core services are based in the United Kingdom and we aim to keep your personal data within the UK or European Economic Area where possible. If any of our service providers transfer or store data outside these areas, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to protect your data.
Data retention and storage
We keep your personal data only for as long as is reasonably necessary for the purposes set out in this Privacy Policy, including to meet any legal, regulatory, tax, accounting or reporting requirements.
In general, we will retain:
Booking and transaction records for a period needed to meet tax, accounting and insurance obligations.
Correspondence and service-related records for as long as required to manage our relationship with you and to deal with any disputes or claims.
Technical and analytics data for shorter periods that allow us to analyse trends and improve our website, typically anonymised or aggregated where possible.
When data is no longer needed, we will securely delete or anonymise it so that it can no longer be linked to you.
Your data protection rights
You have a number of rights in relation to your personal data, subject to certain legal conditions. These include:
Right of access: You have the right to request confirmation that we process your personal data and to obtain a copy of the data we hold about you.
Right to rectification: You have the right to ask us to correct any inaccurate or incomplete personal data.
Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and no other legal basis applies.
Right to restriction: You have the right to request that we restrict the processing of your personal data in specific situations, for example while we verify its accuracy or consider an objection.
Right to data portability: You may have the right to receive the personal data you provided to us in a structured, commonly used and machine-readable format and to transmit it to another controller, where the processing is based on consent or contract and carried out by automated means.
Right to object: You have the right to object to certain types of processing, including processing based on our legitimate interests and, in all cases, direct marketing.
Rights in relation to automated decision-making: You have the right not to be subject to a decision based solely on automated processing, including profiling, where it produces legal or similarly significant effects, unless specific conditions are met. We do not typically carry out such automated decision-making in the course of our services.
To exercise any of these rights, you can contact us using the contact details on our website or in our service documentation. We may need to verify your identity before responding to your request. We aim to respond without undue delay and within the time limits set by data protection law.
Security of your personal data
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff awareness and, where applicable, encryption and regular review of our security practices.
While we make every effort to protect your data, no method of transmission or storage can be guaranteed as completely secure. You are responsible for keeping any passwords or access details you use to communicate with us secure and confidential.
Scope of this Privacy Policy
This Privacy Policy applies to all customers and prospective customers of Man with Van Twickenham located in Twickenham and the surrounding area, and to all personal data we process in connection with providing our services. By contacting us, requesting a quote or booking a service, you acknowledge that you have read and understood this Privacy Policy.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any changes will be effective from the date of publication of the updated policy. You are encouraged to review this Privacy Policy periodically to stay informed about how we handle your personal data.
