Privacy Policy - Man And Van Borough

This Privacy Policy explains how Man And Van Borough collects, uses, stores, shares, and protects personal data when providing moving, transport, and related services. It applies to all Man And Van Borough customers in area, including people who request quotes, book services, receive deliveries, or otherwise engage with our services. We are committed to handling personal data in a fair, transparent, and lawful way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We may collect personal data directly from you, from your use of our services, and from third parties where appropriate and lawful. The type of information collected depends on the nature of the service requested.

Information you provide

Identity details such as your name and title.
Contact details such as address, telephone number, and email address.
Service details including collection and delivery locations, access instructions, moving dates, and item descriptions.
Payment information where required to process transactions or issue invoices.
Communication records including enquiries, complaints, claims, and feedback.

Information we collect automatically

Technical information such as device type, browser type, and general usage data.
Operational records such as booking details, service logs, and internal notes created during service delivery.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service or claim. If such information is provided, we will only process it where we have a valid lawful basis and an appropriate safeguard.

2. How We Use Personal Data

We use personal data only for legitimate business and service purposes. These may include:

providing quotations and confirming bookings;
planning and completing removals, van transport, and related services;
communicating about service arrangements, delays, and changes;
processing payments, refunds, and invoices;
handling complaints, claims, and disputes;
meeting legal, regulatory, and accounting obligations;
maintaining service quality, training, and internal administration;
protecting our business, staff, customers, and property from fraud or misuse.

We only use your data for purposes that are compatible with the reason it was collected. If we need to use it for a new purpose, we will make sure that purpose is lawful and that you are informed where required.

3. Lawful Basis for Processing

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

Contract – when processing is necessary to provide a quote, book a service, or perform our obligations under a contract with you.
Legal obligation – when we must retain or share data to comply with tax, accounting, insurance, or other legal requirements.
Legitimate interests – when processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, fraud prevention, and improving our operations.
Consent – where we rely on your clear consent for a specific optional activity. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.
Vital interests – in rare situations where processing is necessary to protect someone’s life or physical safety.

Important: when we rely on legitimate interests, we assess the impact on your privacy and balance it against our business needs. We do not process personal data in ways that are unfair or unexpected.

4. Sharing and Processors

We may share personal data with trusted third parties who help us deliver services or operate our business. These third parties act as data processors or, in some cases, independent controllers. They are required to handle data securely and only for agreed purposes.

Typical processors may include:

Payment providers for taking card or online payments.
Accounting and bookkeeping providers for financial records, invoicing, and tax compliance.
IT and software providers for booking systems, storage, communication tools, and data security.
Operational partners such as subcontractors or logistics providers who help perform a service you have requested.
Professional advisers including insurers, lawyers, and auditors where necessary for advice, claims, or compliance.

We may also disclose data where required by law, court order, or to protect our legal rights, property, staff, customers, or the public. Where possible, we limit the amount of data shared to what is necessary for the specific purpose.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the context in which it was used.

Booking and service records are retained for a period needed to manage the contract, resolve disputes, and maintain accurate operational records.
Financial and tax records are retained for the period required by law.
Communication and complaint records may be retained for a reasonable period to evidence our dealings and handle claims.
Technical or security logs are kept only as long as necessary for system administration and protection.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. In some circumstances, we may retain data for longer if it is needed for legal claims, insurance matters, or regulatory investigations.

6. Your Rights

As a data subject, you have rights over your personal data. These rights are subject to certain legal limits and exemptions. You may exercise the following rights:

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 information.
Right to erasure – to ask for deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format, where applicable.
Right to object – to 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 believe our use of your personal data is unlawful, you also have the right to complain to the UK Information Commissioner’s Office (ICO). We encourage you to raise concerns with us first so we can try to resolve them promptly and fairly.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and internal procedures designed to reduce risk. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the nature of the data we handle.

8. International Transfers

Where any service provider processes data outside the UK, we ensure that appropriate safeguards are in place to protect your information. This may include recognised transfer mechanisms and contractual protections designed to keep personal data secure and to maintain a standard of protection consistent with UK data protection law.

9. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a service arrangement made by an adult customer. If we become aware that data has been collected improperly, we will take reasonable steps to delete it or otherwise handle it in accordance with the law.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how their information is used.

By using Man And Van Borough services, you acknowledge that you have read and understood this Privacy Policy. We are committed to treating your personal data with care, respect, and lawful responsibility at every stage of our relationship with you.