Privacy Policy - Man With Van Theburroughs

This Privacy Policy explains how Man With Van Theburroughs collects, uses, stores, and protects personal data when providing moving, delivery, packing, loading, unloading, and related services. It applies to all Man With Van Theburroughs customers in the area, including individuals, families, landlords, tenants, and business clients who use our services. We are committed to handling personal data in a fair, transparent, and secure manner in line with the UK GDPR and the Data Protection Act 2018.

This policy should be read carefully so that you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have in relation to your data.

1. Who we are

Man With Van Theburroughs provides local and regional transport and moving services. In doing so, we may act as a data controller for the personal information we collect from customers, prospective customers, suppliers, and other individuals connected with a booking. This means we determine the purposes and means of processing the data described in this policy.

2. Information we collect

We collect only the data that is necessary for us to provide services efficiently, manage bookings, and meet legal or operational obligations. Depending on your interaction with us, we may collect the following categories of personal data:

2.1 Identity and contact information

Name
Telephone number
Email address
Billing name and address
Delivery or collection address

2.2 Service and booking information

Details of requested services
Preferred dates and times
Inventory or item descriptions
Access information relevant to the move
Special instructions for handling goods
Payment status and booking history

2.3 Communication records

Messages sent by email, text, phone, or other channels
Customer service notes
Complaints and feedback
Records of changes or cancellations

2.4 Payment and transaction data

Transaction reference numbers
Payment confirmations
Invoice details
Limited financial information necessary to process payment

2.5 Technical and usage data

IP address
Browser type and device information
Basic website usage information, where applicable
Cookies or similar technologies, where used

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it. Special category data may include information about health, religion, ethnicity, or other sensitive matters. If such information is shared with us, we will handle it with particular care and only where a lawful basis applies.

3. How we use personal data

We use personal data for the following purposes:

To respond to enquiries and provide quotations
To manage bookings and deliver services
To organise routes, timing, staffing, and equipment
To issue invoices, handle payments, and maintain records
To communicate about service updates, rescheduling, or cancellations
To handle complaints, disputes, and customer support requests
To comply with legal, tax, and accounting obligations
To improve our services, processes, and customer experience
To protect against fraud, misuse, or unauthorised activity

We will only use your data in ways that are compatible with the purposes for which it was collected, unless we reasonably need to use it for another lawful purpose.

4. Lawful basis for processing

Under UK GDPR, we must have a lawful basis for processing your personal data. We rely on one or more of the following bases:

4.1 Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging collections and deliveries, communicating service details, and managing payments.

4.2 Legitimate interests

We may process personal data where it is necessary for our legitimate business interests, provided your interests and rights do not override those interests. Examples include managing our operations, improving services, preventing fraud, keeping records, and handling customer enquiries. When we rely on legitimate interests, we consider whether the processing is proportionate and respectful of your privacy.

4.3 Legal obligation

We may process and retain data where required to comply with legal obligations, such as tax law, accounting requirements, insurance matters, or regulatory requests.

4.4 Consent

Where required by law, we will ask for your consent before processing personal data for a specific purpose. If you give consent, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before the withdrawal.

5. Sharing your data and processors

We do not sell your personal data. However, we may share information with trusted third parties and processors that help us operate our business and deliver services. These may include:

Payment service providers
Accounting and bookkeeping providers
IT and cloud storage providers
Email, communication, and scheduling tools
Insurance providers, where needed
Professional advisers such as accountants or legal advisers
Subcontracted drivers or moving personnel acting on our instructions

Where a third party processes data on our behalf, they act as a processor and may only use the data according to our instructions and applicable data protection law. We take reasonable steps to ensure processors are contractually bound to keep data secure, confidential, and used only for the agreed purpose.

We may also disclose personal data if required by law, court order, law enforcement request, or to protect our rights, customers, staff, or property.

6. Data retention

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

6.1 Typical retention periods

Booking and customer service records: usually retained for up to 6 years after the service ends
Invoice and payment records: usually retained for up to 6 years for tax and accounting purposes
General correspondence: retained for as long as needed to resolve the matter and for a reasonable period afterwards
Marketing preferences: retained until you withdraw consent or object, where applicable

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

7. Security of your information

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, restricted permissions, and staff awareness of confidentiality obligations. While no system can be guaranteed completely secure, we take reasonable and proportionate steps to safeguard the information we hold.

8. International transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place in accordance with data protection law. This may include standard contractual clauses or equivalent legal mechanisms designed to protect your information.

9. Your rights

You have a number of rights regarding your personal data. These rights may be subject to legal limits or exceptions, but we will always assess requests carefully and respond within the required time period.

9.1 Right of access

You can request a copy of the personal data we hold about you and information about how we process it.

9.2 Right to rectification

You can ask us to correct inaccurate or incomplete information.

9.3 Right to erasure

In some cases, you can ask us to delete your data, for example where it is no longer needed or where you withdraw consent and no other lawful basis applies.

9.4 Right to restrict processing

You may ask us to limit how we use your data in certain circumstances, such as while accuracy is being checked.

9.5 Right to object

You may object to processing based on legitimate interests, including certain types of direct marketing.

9.6 Right to data portability

Where applicable, you may request that certain data be provided to you or another controller in a structured, commonly used format.

9.7 Right to withdraw consent

Where processing is based on consent, you may withdraw that consent at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable data protection law.

10. Complaints

If you have concerns about how your personal data is handled, you can raise the issue with us first so we can review it. You also have the right to complain to the UK Information Commissioner's Office if you believe your data protection rights have been infringed.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. The most current version will apply to personal data we hold. We encourage customers to review this policy periodically so they remain informed about how their information is used.

12. Summary of our commitment

At Man With Van Theburroughs, we respect your privacy and aim to handle personal data with care, fairness, and accountability. We only collect data that is necessary, use it for clear and lawful purposes, retain it for appropriate periods, and share it only with processors or other recipients where needed. Our approach is designed to support reliable moving services while protecting the rights of every customer in the area.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy.