Privacy Policy - Man And Van Epsom

This Privacy Policy explains how Man And Van Epsom collects, uses, stores, shares, and protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all customers, prospective customers, and website or service users of Man And Van Epsom in Epsom and the surrounding area. By using our services, requesting a quote, or communicating with us in any way, you acknowledge that your personal data may be processed as described in this policy.

1. Who We Are

Man And Van Epsom provides man and van, removal, delivery, collection, and related moving services to individuals and businesses. For the purposes of data protection law, we act as a data controller when deciding why and how personal data is processed for our business operations, customer management, bookings, invoicing, and service delivery.

We are committed to handling personal data lawfully, fairly, and transparently. We also aim to collect only the information we need and to keep it for no longer than necessary.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity details such as name and title.
Contact details such as address, email address, and telephone number.
Booking and service information including pickup and delivery addresses, move dates, property access information, inventory details, and service preferences.
Payment information such as payment method, transaction status, and billing records. We do not intentionally store full card details unless required by a secure payment provider.
Communication records including messages, notes from phone calls, and correspondence related to quotes, bookings, complaints, or service issues.
Technical data if you interact with any digital service we use, such as IP address, browser type, device information, and usage data.
Special instructions relevant to carrying out our service, such as access arrangements, fragile item notes, or safety requirements.

We generally do not seek to collect special category data, such as health information, unless it is necessary for a particular service arrangement and you choose to provide it. If such data is ever needed, we will only process it where permitted by law and with appropriate safeguards.

3. How We Collect Your Data

We collect personal data directly from you when you:

request a quote or booking;
ask questions about our services;
provide instructions for a move or delivery;
make a payment or request an invoice;
submit a complaint, feedback, or review;
communicate with us by phone, message, email, or other means.

We may also receive data from third parties where necessary to provide the service, such as business partners, referral sources, payment providers, or agents acting on your behalf. In limited cases, we may obtain address or access information from publicly available sources where it is necessary to complete a booking or service.

4. Lawful Basis for Processing

We only process personal data where we have a lawful basis under UK GDPR. Depending on the purpose, we rely on one or more of the following:

Performance of a Contract

We process your data when it is necessary to provide quotes, manage bookings, deliver moving services, issue invoices, and fulfil our obligations under a contract with you.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing customer relationships, improving our services, preventing fraud, responding to disputes, and maintaining operational records.

Legal Obligation

We may process and retain certain data to comply with legal requirements, including accounting, tax, insurance, and regulatory obligations.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information or agree to certain types of communication. Where consent is used, you have the right to withdraw it at any time.

Vital Interests

In rare cases, we may process personal data to protect someone’s vital interests, such as in an emergency situation.

5. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to carry out removals, deliveries, and related services;
to communicate with you about the service;
to process payments and produce invoices;
to manage customer support, complaints, and dispute resolution;
to maintain records for business, accounting, and legal purposes;
to improve our services, efficiency, and customer experience;
to protect our business, staff, and customers from fraud, misuse, or unlawful activity;
to comply with legal or regulatory requirements.

We will only use your data for the purpose for which it was collected, unless we reasonably believe another compatible purpose applies or we are required by law to do otherwise.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes set out in this policy. Retention periods vary depending on the type of data and why it is held.

Booking and service records are normally kept for a reasonable period after the job is completed so we can manage follow-up matters, complaints, or disputes.
Invoices, payment records, and accounting information are retained for the period required by tax and financial law.
Communication records may be retained for customer service, evidence, and audit purposes.
Technical and security logs may be kept for a limited time to help protect systems and investigate incidents.

When data is no longer needed, we will delete it, anonymise it, or securely destroy it. In some cases, we may need to keep certain records longer where required by law or for the establishment, exercise, or defence of legal claims.

7. Processors and Third Parties

We may share personal data with trusted third parties who act as processors or independent controllers, where this is necessary for our business operations or service delivery. These may include:

Payment processors to process transactions securely;
Accounting or bookkeeping providers to manage financial records;
IT, cloud storage, and software providers that support booking, communication, or record-keeping systems;
Professional advisers such as insurers, auditors, legal advisers, or consultants;
Subcontractors or support staff involved in delivering services;
Authorities or regulators where disclosure is required by law.

Where we use processors, they are required to act only on our instructions, to use appropriate security measures, and to protect your data in accordance with applicable data protection law. We do not sell personal data.

8. International Transfers

If any of our processors or service providers store or access data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under UK data protection law.

9. Data Security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

However, no system is completely secure. While we work to protect your information, we cannot guarantee absolute security of data transmitted over the internet or stored electronically.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

The right of access – to request a copy of the personal data we hold about you.
The right to rectification – to ask us to correct inaccurate or incomplete data.
The right to erasure – to ask us to delete data in certain circumstances.
The right to restrict processing – to ask us to limit how we use your data in certain cases.
The right to data portability – to receive certain data in a structured, commonly used format where applicable.
The right to object – to object to processing based on legitimate interests or direct marketing.
The right to withdraw consent – where processing is based on consent.
The right not to be subject to automated decision-making – where relevant and applicable.

These rights are not absolute and may be subject to legal conditions, exemptions, or limitations. We may need to verify your identity before responding to a request.

11. How to Exercise Your Rights

If you wish to exercise any of your rights, you should make a clear request stating the nature of your request and the data concerned. We will respond within the time limits required by law, usually within one month, unless the request is complex or numerous.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully or if you are dissatisfied with how we have responded to your concerns.

12. Children’s Data

Our services are intended for adults and business users. We do not knowingly collect personal data from children except where it is unavoidably provided in the context of a household move or similar arrangement. Where this occurs, we will process the data only as necessary to provide the service and in line with this policy.

13. 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 protection practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically so you remain informed about how your data is used.

14. Scope of This Policy

This Privacy Policy applies to all Man And Van Epsom customers in the area, including prospective customers, booked customers, and individuals who communicate with us in connection with our moving or delivery services. By engaging with our services, you acknowledge that your personal data may be handled in the manner described above.

We are committed to respecting your privacy and protecting your personal information. Our aim is to process data only where necessary, keep it secure, and remain transparent about how it is used. If we make material changes to the way we handle personal data, we will take reasonable steps to ensure you are aware of them.