Privacy Policy

Richmond upon Thames Man and Van Privacy Policy

This Privacy Policy explains how Richmond upon Thames Man and Van collects, uses, stores and shares personal data relating to our services. It applies to all Richmond upon Thames Man and Van customers and prospective customers located in the Richmond upon Thames area who use, or show an interest in using, our man and van and related services.

We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent manner, in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable data protection laws.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you request. The types of data we may collect include:

Identification and contact details such as your name, title, address, service addresses, and general contact details required to provide and manage our services.

Service and booking information such as requested service type, collection and delivery addresses, access details, property type, inventory lists, preferred dates and times, special handling instructions and any associated notes you provide to us.

Communication records such as records of calls, messages and other correspondence where you contact us with queries, requests or feedback regarding our services.

Payment related information such as details required to confirm that payment has been made and to allocate payments to your booking. We do not store full payment card details. Where payments are processed by third party payment providers, they act as independent controllers or processors of your data under their own terms.

Technical and usage data such as information about how you access our online information, including device and browser information, approximate location information and basic analytics data where this is collected, for example, to understand usage patterns and improve our services.

How we collect personal data

We obtain personal data in several ways, including:

When you contact us directly to request a quote, make a booking or ask a question about our services.

When you confirm a booking and provide details we need to carry out the service, including collection and delivery addresses and access information.

When you communicate with us by phone, text, messaging platforms, online forms or other communication channels in relation to our services.

From third parties where necessary for us to provide the service you have requested, for example when another person books on your behalf or where you are a recipient of a delivery.

Automatically when you interact with our online information or digital tools, through the use of basic analytics or similar technologies, where these are used.

Lawful bases for processing

We rely on the following lawful bases under data protection law to process your personal data:

Contract: We process personal data where it is necessary to enter into, or perform, our contract with you. This includes taking steps at your request before entering into a contract, such as providing a quote, and carrying out the man and van services you have booked.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and interests. This includes managing and improving our services, handling queries and complaints, protecting our business against fraud and misuse, and maintaining appropriate business records.

Legal obligation: We process personal data where we need to comply with legal obligations, such as tax, accounting and regulatory requirements, or where we are required to cooperate with law enforcement or regulatory bodies.

Consent: In limited circumstances we may rely on your consent, for example, if we choose to send you certain types of marketing communications that are not based on our legitimate interests. Where we rely on consent, you can withdraw it at any time.

How we use personal data

We use your personal data for the following purposes:

To provide, manage and complete the man and van services you request, including planning routes, coordinating pick up and delivery, and communicating with you about timing and access.

To prepare and send quotes, confirm bookings, manage changes or cancellations, and respond to your enquiries and feedback.

To process and record payments, issue invoices and receipts, and maintain financial and business records as required by law.

To manage our relationship with you, including handling complaints, resolving disputes and providing customer support.

To improve our services, operations and customer experience, for example by analysing how our services are used and identifying where we can make improvements.

To protect our business and our customers, including for fraud prevention, security, and to enforce our contractual terms or exercise legal rights.

Data sharing and processors

We may share your personal data with third parties where this is necessary for the purposes described in this Privacy Policy, or where we are legally required to do so. These third parties may act as data processors on our behalf, or as separate controllers, depending on the circumstances.

Typical categories of recipients include:

Service providers who support our operations, such as IT and hosting providers, customer management systems, communication tools, route planning and mapping tools, and payment processing providers. These third parties act as data processors and only process your data on our instructions, under appropriate contractual safeguards.

Professional advisers such as accountants, auditors, and legal advisers where this is necessary for the management and protection of our business.

Public authorities, law enforcement and regulators where we are legally obliged to share data or where it is necessary to protect our rights, property or safety, or the rights, property or safety of others.

We do not sell your personal data. We will only share personal data with third parties for marketing purposes where we have your consent or a clear lawful basis and appropriate safeguards in place.

Data retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements.

In general, we retain booking and service related records, including your contact details and basic service history, for a period that allows us to respond to queries, manage any disputes, comply with tax and legal obligations, and maintain appropriate business records. After this period, data is securely deleted or anonymised.

The specific retention period may vary depending on the type of data, the nature of your interaction with us, and our legal obligations. Where we rely on consent for certain processing, we will keep your data until you withdraw your consent or until it is no longer needed for the purpose for which it was collected.

International data transfers

Where we use service providers or tools that store or access personal data outside the United Kingdom, we take steps to ensure that appropriate safeguards are in place. These may include the use of standard contractual clauses or reliance on other recognised transfer mechanisms as permitted by data protection law.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Richmond upon Thames Man and Van customers in the Richmond upon Thames area, subject to certain limitations and exemptions. Your rights include:

Right of access: You have the right to request confirmation that we process your personal data and to receive a copy of that data, along with information about how we use it.

Right to rectification: You have the right to request that we correct inaccurate or incomplete personal data that we hold about you.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data. This right is not absolute and may be limited where we still need the data for lawful purposes.

Right to restriction of processing: You have the right to request that we restrict the processing of your personal data in certain situations, for example while we consider a request for rectification or an objection.

Right to data portability: In some cases, you have the right to receive personal data you have provided to us in a structured, commonly used and machine readable format, and to request that it is transmitted to another controller where this is technically feasible.

Right to object: You have the right to object to certain types of processing, including processing based on our legitimate interests and, in particular, to object at any time to direct marketing.

Rights in relation to automated decision making: You have rights where automated decision making, including profiling, has a legal or similarly significant effect on you. We do not typically carry out such automated decision making in the context of our services.

You can exercise your rights by contacting us using the details available on our customer communications or website. We may need to verify your identity before responding to your request. We aim to respond within the timeframes set out in data protection law.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, alteration or disclosure. These measures include limiting access to personal data to those who need it to perform their role, using secure systems and regularly reviewing our security arrangements. However, no method of transmission or storage is completely secure, and you should take care when sharing information with us.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or how we process personal data. Any changes will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.