Privacy Policy - Man With Van Highbury

This Privacy Policy explains how Man With Van Highbury collects, uses, stores, shares, and protects personal data when providing removals, transport, delivery, and related services. It applies to all Man With Van Highbury customers in the area, including individuals and businesses who request quotations, make bookings, receive services, or otherwise interact with us in connection with a move or delivery. We are committed to handling personal data 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 needed to provide our services, manage bookings, and meet legal obligations. Depending on your interaction with us, the information may include:

Identity details: name, title, and business name where relevant.
Contact details: address, email address, and telephone number.
Service details: pickup and delivery addresses, item descriptions, access information, preferred dates and times, and service instructions.
Payment and billing information: payment status, invoice details, and transaction references.
Communications: messages, notes, enquiries, complaints, and records of consent where applicable.
Technical and usage information: limited data such as device, browser, or log information if collected through digital systems used to manage services.
Special category data: we do not usually seek to collect sensitive information. If such information is provided to us incidentally, we will process it only where necessary and lawful.

We ask customers to avoid sharing unnecessary personal data. If information is needed to complete a service safely, such as access requirements or vulnerability-related notes, we will use it only for that purpose and handle it carefully.

2. How we use personal data

We use personal data to operate our services efficiently, communicate with customers, and comply with our obligations. Typical uses include:

Providing quotations and confirming bookings;
Planning routes, schedules, and vehicle allocation;
Carrying out removals, deliveries, and related transport services;
Contacting you about changes, delays, or service issues;
Processing invoices, payments, and refunds;
Maintaining records for administration and dispute handling;
Meeting legal, tax, insurance, and regulatory requirements;
Improving service quality, training, and operational planning;
Protecting against fraud, misuse, or unlawful activity.

We will only use your data in ways that are compatible with the original purpose for which it was collected. We do not sell personal data.

3. Lawful basis for processing

Under GDPR, we must have a lawful basis for processing personal data. We rely on the following bases where appropriate:

Contract

We process personal data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotations, managing bookings, completing jobs, and issuing invoices.

Legal obligation

We may process data to comply with legal obligations, such as accounting, tax recordkeeping, insurance requirements, and lawful requests from public authorities.

Legitimate interests

We may process data where it is necessary for our legitimate interests or those of a third party, provided your rights and freedoms do not override those interests. This can include service administration, customer support, internal recordkeeping, security monitoring, fraud prevention, and business improvement. We always consider whether the processing is reasonable and proportionate.

Consent

In limited cases, we may rely on your consent, for example where we use optional communications or collect data that requires specific permission. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital interests

In rare situations, we may process personal data to protect someone’s vital interests, for example where urgent safety action is needed during a service.

4. Sharing data with processors and other recipients

We may share personal data with trusted third parties who assist us in delivering services. These parties act as processors or, in some cases, independent controllers. We only share the information they need to perform their role, and we require appropriate safeguards.

Examples of processors and recipients may include:

IT and cloud service providers: for secure storage, email, scheduling, and administration systems;
Payment processors: for handling card or electronic payments;
Accountants and professional advisers: for financial, tax, or legal support;
Insurers and claims handlers: where needed for risk management or claim assessment;
Subcontractors and operational partners: where they assist in completing a service;
Public authorities: where disclosure is required by law or lawful request.

Where processors are used, they are required to act only on our instructions, keep data secure, and process it in line with GDPR requirements. If data is transferred outside the UK, we will ensure appropriate legal safeguards are in place.

5. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. The retention period depends on the type of data and the reason for processing.

Booking and service records: kept for a period needed to manage the customer relationship, handle complaints, and support service history.
Invoice and payment records: retained for the period required by tax and accounting law.
Communication records: kept for a reasonable period to manage enquiries, disputes, or follow-up requests.
Complaint or claim records: retained for as long as necessary to resolve the matter and meet legal obligations.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of safely. Retention periods may vary depending on legal requirements and the nature of the service.

6. Data security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and limited data access on a need-to-know basis.

Although we take reasonable steps to protect your information, no system can be guaranteed entirely secure. If a data breach occurs, we will assess the situation and take appropriate action in line with GDPR obligations.

7. Your data protection rights

You have rights in relation to your personal data under GDPR. Depending on the circumstances, these may include:

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

To protect your privacy, we may need to verify your identity before responding to a request. Some rights may not apply in every situation, particularly where we must retain information for legal reasons or where processing is necessary for contract performance.

8. Children’s data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a booking or service arrangement made by an adult or guardian. If we become aware that we have collected data from a child without appropriate authority, we will take reasonable steps to delete it.

9. Third-party links and external services

If you interact with third-party tools, platforms, or services used in connection with a booking or payment, those third parties will process your data under their own privacy policies. We encourage you to review their terms and privacy notices carefully, as we are not responsible for their independent data handling practices.

10. 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 updated version will apply from the date it is published or otherwise made available. We recommend reviewing this policy periodically so you remain informed about how your data is handled.

11. Summary of our commitments

Man With Van Highbury is committed to processing personal data fairly, transparently, and securely. We collect only what we need, use it for clear and lawful purposes, share it only with appropriate processors or authorities where necessary, and keep it only for as long as required. Your rights matter, and we aim to respect them at every stage of our service.