Privacy Policy - Man And Van Primrosehill

Man And Van Primrosehill is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect your information when you use our moving, delivery, packing, and related services. It applies to all Man And Van Primrosehill customers in the area, including private individuals, families, landlords, tenants, and business clients who request or receive our services.

This policy is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It explains what information we process, why we process it, the legal bases we rely on, how long we keep it, who may process it on our behalf, and what rights you have in relation to your data.

1. Information We Collect

We only collect personal data that is necessary for providing our services, managing our relationship with you, and meeting our legal obligations. The types of information we may collect include:

Identity information: your name, title, and, where relevant, business name.
Contact details: address, email address, and telephone number.
Service information: details about your move, delivery, item inventory, property access, preferred dates, and special handling requirements.
Billing and payment information: invoicing details, payment status, and partial payment records. We do not intentionally store full card details unless securely processed by a payment provider.
Communication records: messages, call notes, emails, booking changes, complaints, and feedback.
Technical information: basic website or device data such as IP address, browser type, and usage logs, where applicable.
Photographs or condition notes: only where needed to document items, access conditions, or service issues.

We do not collect more information than is necessary. We also do not knowingly collect special category data unless you voluntarily provide it and it is required for a specific service reason, such as access arrangements or health-related handling instructions. If such information is provided, we treat it with extra care and limit access to authorised staff only.

2. How We Use Your Information

We use personal data to manage bookings, carry out moves and deliveries, communicate with you, and operate our business efficiently. Typical uses include:

confirming and administering bookings;
planning routes, vehicle use, staffing, and loading arrangements;
providing quotations and invoices;
processing payments and handling refunds or payment queries;
responding to customer enquiries and complaints;
maintaining records of work completed;
meeting insurance, tax, accounting, and legal obligations;
improving our services and customer experience;
protecting our business, staff, and customers from fraud or misuse.

We may also use limited information to send service-related updates, such as booking confirmations, arrival updates, or changes to agreed times. We will not use your data for unrelated marketing unless you have provided the necessary permission where required by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process your information where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes preparing quotes, confirming bookings, completing moves, and issuing invoices.

Legal obligation

We may process your data to comply with legal requirements, including tax, accounting, insurance, record-keeping, and regulatory duties.

Legitimate interests

We may process information where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include service administration, protecting against fraud, handling disputes, and improving operations.

Consent

Where required, we rely on your consent. For example, if we need to use a specific type of optional data or send certain forms of marketing communication, we will ask for permission first. You can withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties only when necessary for running our services or meeting legal duties. These third parties act as processors or, in some cases, independent controllers. We require them to handle data securely and only for specified purposes.

Examples of processors and service providers may include:

Payment processors: to handle secure card or electronic payments.
Accounting and bookkeeping providers: to support invoicing, financial reporting, and tax compliance.
IT and cloud service providers: to store business records, emails, and operational data securely.
Customer management or scheduling tools: to organise bookings and service records.
Insurance providers and claims handlers: where required to manage incidents, damages, or liability issues.
Professional advisers: such as lawyers, auditors, or consultants, where necessary for compliance or dispute handling.

We may also disclose information where required by law, court order, or lawful request from public authorities. If business assets are sold, merged, or transferred, relevant data may be shared as part of that transaction, subject to appropriate safeguards.

We do not sell your personal data.

5. Data Retention

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

Booking and service records: retained for a reasonable period after completion to manage queries, complaints, or future reference.
Invoices and financial records: kept for the period required by tax and accounting law.
Communication records: retained as needed to support customer service and dispute resolution.
Claims or incident records: retained for as long as necessary to manage legal or insurance matters.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, restricted staff permissions, and supplier due diligence. Although no system is completely risk-free, we work to keep your information as secure as reasonably possible.

7. Your Rights

You have rights over your personal data under applicable data protection law. These rights may apply depending on the circumstances:

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete information.
Right to erasure: you may ask us to delete your data in certain situations.
Right to restrict processing: you can request limits on how we use your data in certain cases.
Right to object: you can object to processing based on legitimate interests.
Right to data portability: you may request certain data in a portable format where applicable.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

If you believe your rights have been affected, you may also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO). We encourage you to contact us first so we can review and resolve any concern promptly.

8. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is provided by an adult customer for a service-related reason. If we become aware that we have received such information inappropriately, we will take reasonable steps to delete it.

9. International Transfers

If any of our processors store or access data outside the UK, we will take appropriate safeguards to protect your information. These may include using approved transfer mechanisms and ensuring that data remains protected to a standard consistent with UK data protection law.

10. Changes to This 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 your use of our services. We encourage you to review it periodically so that you remain informed about how your data is used.

11. Summary of Our Commitment

Man And Van Primrosehill processes personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear purposes, keep it secure, share it only with trusted processors where necessary, and retain it only for as long as required. We respect your privacy rights and aim to handle all customer information responsibly and in line with GDPR principles.