Privacy Policy - Man With A Van New Addington

This Privacy Policy explains how Man With A Van New Addington collects, uses, stores, shares, and protects personal data when providing moving, transport, delivery, and related services. It applies to all Man With A Van New Addington customers in the area, including private individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With A Van New Addington is a service provider offering van hire with driver, removals, transport assistance, item collection, and delivery support. In the course of providing these services, we may process personal data relating to customers, prospective customers, recipients, suppliers, and other individuals connected to a booking or job.

We act as the data controller for personal data collected for the purposes described in this Privacy Policy, unless we clearly state otherwise.

2. What Personal Data We Collect

We only collect personal data that is relevant and necessary for arranging and completing our services, managing our business, and meeting legal obligations. The categories of information we may collect include:

Identity information such as your name, title, and any business name you provide.
Contact details such as your phone number, email address, and service address.
Booking and service information including collection and delivery addresses, dates, time windows, item descriptions, access details, and special instructions.
Payment and transaction data such as payment status, billing records, and limited payment-related details needed to process or reconcile payments.
Communication records including messages, call notes, complaints, enquiries, and correspondence relating to your booking or service experience.
Usage and operational data such as service logs, route details, job completion records, and internal scheduling information.
Technical data where applicable, such as device or browser information collected through digital systems used to manage bookings or enquiries.
Photographs or condition notes taken before, during, or after a job when needed for damage records, inventory checks, evidence of completion, or dispute handling.

We do not intentionally collect sensitive personal data unless it is necessary and you choose to provide it, for example where access needs, mobility considerations, or health-related information are relevant to the safe delivery of services. Where such information is processed, we do so only where permitted by law and with appropriate safeguards.

3. How We Use Personal Data

We use personal data to operate our services effectively, safely, and lawfully. The main purposes for processing include:

responding to enquiries and providing quotations;
confirming and managing bookings;
planning routes, loading, delivery, and access arrangements;
communicating with customers about service updates or changes;
completing payments, refunds, invoices, and bookkeeping tasks;
handling complaints, claims, and dispute resolution;
maintaining business records and service histories;
meeting legal, tax, accounting, insurance, and regulatory obligations;
protecting our business, staff, customers, and property;
preventing fraud, misuse, or unlawful activity;
improving service quality, operational planning, and customer experience.

We will only use personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose or another lawful reason applies.

4. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing your booking, carrying out the service, and handling payment and related communications.

Legal Obligation

We process some data because we must comply with legal requirements, such as tax, accounting, record-keeping, insurance, or other regulatory duties.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include maintaining service records, responding to enquiries, preventing fraud, improving our operations, and defending legal claims. We balance our interests against your privacy rights before relying on this basis.

Consent

Where required, we will ask for your consent before processing certain data, especially if the processing is optional or relates to marketing communications or sensitive information. You may withdraw consent at any time, but this will not affect processing already carried out before withdrawal.

Vital Interests and Public Task

These bases are rarely used by us, but may apply in exceptional circumstances if processing is necessary to protect someone’s life or where required by law.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, and to satisfy legal, accounting, insurance, and operational requirements. Retention periods depend on the type of information and the reasons for processing.

Booking and service records are generally retained for a reasonable period after service completion to manage queries, complaints, and evidence of work performed.
Financial records are retained for the period required by tax and accounting law.
Correspondence and complaint records may be kept for as long as needed to handle disputes, service issues, or legal claims.
Photographs and condition notes are kept only as long as necessary for operational evidence, insurance matters, or dispute resolution.

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

6. Processors and Data Sharing

We may share personal data with trusted third parties who act as processors or independent controllers, but only where necessary and appropriate. These may include:

Payment service providers that help process transactions securely.
Accounting and bookkeeping providers that assist with invoices, records, and compliance.
IT and cloud service providers that host systems, emails, storage, or booking tools.
Communication providers that support calls, messaging, or customer notifications.
Insurance providers, legal advisers, and claim handlers where needed for protection, disputes, or legal compliance.
Subcontractors or operational partners involved in fulfilling a booking when necessary to complete the service.

Any processor we use is required to handle data securely, only according to our instructions, and in compliance with data protection law. We do not sell personal data.

We may also disclose personal data where required by law, court order, law enforcement request, or to protect the rights, property, or safety of Man With A Van New Addington, our customers, staff, or the public.

7. International Transfers

If any service provider processes data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These safeguards may include an adequacy decision, standard contractual clauses, or other lawful transfer mechanisms recognised under data protection law.

8. Security of Personal Data

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

While we take reasonable steps to protect your information, no system is completely secure. We therefore cannot guarantee absolute security, but we will respond appropriately if we become aware of a personal data incident.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing. They include:

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 can ask us to delete your data in certain situations.
Right to restrict processing – you can request that we limit how your data is used in certain cases.
Right to data portability – you can request your data in a structured, commonly used format where applicable.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise your rights, we may need to verify your identity before responding. We aim to respond within the time limits set by law. Some rights may not apply where we must keep or use data for legal, contractual, or legitimate business reasons.

10. Children’s Data

Our services are directed to adults who arrange transport, removals, or delivery services. We do not knowingly collect children’s personal data unless it is necessary for a service and provided by an adult customer. If we become aware that we have collected data without a valid reason, we will take reasonable steps to delete it.

11. 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 issued. We encourage customers to review this policy periodically so they remain informed about how personal data is used.

12. Summary of Our Commitment

Man With A Van New Addington is committed to processing personal data responsibly, securely, and in a way that respects your privacy. We collect only what we need, use it for clear and lawful purposes, retain it for appropriate periods, and share it only with trusted processors or where required by law. If you are a customer in the area, this policy applies to you and describes how your information is handled throughout the service journey.

Privacy-first handling, lawful processing, and clear accountability are central to how we operate.