Privacy Policy - Man And Van Clapham

Man And Van Clapham is committed to protecting the privacy and personal data of all customers in the Clapham area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing our moving, delivery, collection, and related services. It applies to all Man And Van Clapham customers in area, including individuals, households, landlords, tenants, and businesses that use our services.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to handle personal information fairly, lawfully, transparently, and securely.

1. Personal Data We Collect

We collect only the information necessary to provide our services effectively, manage bookings, and meet legal obligations. The type of information we may collect includes:

Identity information such as your name and title.
Contact details including phone number, email address, and service address.
Booking and service details such as move date, collection points, delivery locations, inventory information, and access notes.
Payment information such as billing details and transaction records. We do not store full card details where payment processing is handled by secure third-party providers.
Communication records including emails, messages, call notes, and complaint correspondence.
Service preferences such as moving requirements, special handling instructions, or preferred timing.
Technical information if you interact with our digital systems, including basic device or usage data that may be generated through cookies or website analytics tools, where applicable.

We generally collect personal data directly from you when you request a quote, make a booking, confirm a service, make a payment, or contact us. In some cases, we may also receive data from third parties involved in the service, such as property managers, landlords, payment processors, or referral partners, where necessary and lawful.

2. How We Use Personal Data

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

Processing enquiries and providing quotes.
Managing bookings and scheduling services.
Preparing, carrying out, and completing moving or delivery jobs.
Communicating with you before, during, and after a service.
Issuing invoices, collecting payments, and managing refunds or disputes.
Keeping internal records of services provided.
Handling customer feedback, claims, and complaints.
Complying with legal, tax, insurance, and regulatory obligations.
Improving service quality, safety, planning, and operational efficiency.

We do not use your personal data for purposes that are incompatible with the reasons it was collected, unless we are required or permitted to do so by law or with your consent.

3. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, organising services, and completing payments.

Legitimate Interests

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

Legal Obligation

We may process personal data when required to comply with legal obligations, such as tax laws, accounting requirements, insurance requirements, or lawful requests from authorities.

Consent

Where consent is required, for example for certain marketing communications or optional cookies, we will ask for it clearly and you may withdraw it at any time.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the nature of the service provided.

Booking and service records are generally retained for a period needed to manage the service, resolve disputes, and maintain business records.
Financial records are kept for the period required under tax and accounting laws.
Communication records may be retained for a reasonable period to support customer service, quality assurance, and complaint handling.
Legal or insurance-related information may be retained for longer where needed to defend or establish claims.

When personal data is no longer required, we will securely delete, anonymise, or otherwise dispose of it in line with our retention practices. We will not keep data indefinitely without a valid reason.

5. Processors and Data Sharing

We may share personal data with trusted third parties, known as processors or service providers, where this is necessary to deliver our services or manage our business. Any third party handling personal data on our behalf is required to process it only according to our instructions and to keep it secure.

Processors may include:

Payment processors for secure transaction handling.
Accounting and bookkeeping providers for financial administration.
IT, cloud storage, and system support providers for data hosting, maintenance, and security.
Communication service providers for email, messaging, or telephone support.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We may also share data with other parties where required by law, to protect our rights, to prevent fraud, or in connection with a business transfer, merger, or restructuring. We do not sell personal data.

6. International Transfers

If any processor stores or accesses personal data outside the United Kingdom, we will ensure appropriate safeguards are in place to protect the data in accordance with applicable law. Such safeguards may include approved contractual protections and security controls.

7. Data Security

We use reasonable 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 data minimisation practices.

Although we take data security seriously, no system can be guaranteed to be completely secure. If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will take appropriate action in line with the law.

8. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 request deletion of personal data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You will not usually have to pay a fee to exercise your rights. We may request information to confirm your identity before responding. We will respond within the time limits required by law unless a lawful extension applies.

Please note that some rights may not apply in every case, for example where we must retain data to comply with legal obligations or to establish, exercise, or defend legal claims.

9. Marketing Communications

We may send service-related communications that are necessary for bookings, updates, or customer support. Where we send optional marketing communications, we will do so only where permitted by law and, if required, with your consent. You may opt out of marketing at any time.

10. Cookies and Similar Technologies

If digital tools are used in connection with our services, cookies or similar technologies may be employed to support functionality, improve performance, or analyse usage. Where consent is required, we will obtain it before placing non-essential cookies. You can manage cookie preferences through your browser settings or any provided consent controls.

11. Children’s Data

Our services are directed to adults and business customers. We do not knowingly collect personal data from children unless it is necessary in relation to a service arrangement and handled lawfully. If we learn that we have collected information from a child without appropriate authority or lawful basis, we will take steps to delete it where appropriate.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. The updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically.

13. Contacting Us About Privacy

If you wish to exercise your rights, ask questions about this Privacy Policy, or raise a concern about how your personal data is handled, you may contact us using the details provided through our standard business communication channels. We will review and respond to privacy requests in accordance with applicable law.

Summary of our approach: we collect only the data needed to deliver services, use it on a valid lawful basis, retain it for limited periods, share it only with trusted processors when necessary, and respect your rights under UK data protection law.

This Privacy Policy applies to all Man And Van Clapham customers in area.