Privacy Policy

West Hampstead Man and Van Privacy Policy

This Privacy Policy explains how West Hampstead Man and Van collects, uses, stores and protects personal data relating to customers and prospective customers in our service area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, you acknowledge that you have read and understood this Privacy Policy.

This Privacy Policy applies to all West Hampstead Man and Van customers and prospective customers within our operating area, including those who make enquiries, request quotations, book services or otherwise communicate with us.

Data Controller

For the purposes of data protection law, West Hampstead Man and Van is the data controller in respect of the personal data we collect and process about you. This means we decide how and why your personal data is used and are responsible for ensuring that it is handled in accordance with applicable law.

Personal Data We Collect

We may collect and process the following categories of personal data about you when you contact us, request a quotation, book a service, or interact with us in any way:

Identification and contact details: name, address, service addresses, contact preferences and similar information required to communicate with you and deliver our services.

Booking and service details: information about the services you request, such as pick-up and drop-off locations, dates and times, property access details, inventory descriptions, special handling instructions and related notes necessary to carry out your man and van or removal service.

Payment and transaction information: limited payment related information, such as payment method, partial card details where necessary for processing through a payment provider, payment status, invoices, receipts and records of charges and refunds. We do not store full card numbers or security codes when using third-party payment processors.

Communication records: records of your communications with us, including enquiries, emails, messages, call notes and feedback, so that we can respond to your requests and maintain evidence of our interactions.

Website and usage information: where relevant, basic technical and usage data such as IP address, device type, general location data derived from your IP, pages visited, and time spent on our site. This may be collected through server logs or similar tools to help us improve our website and services.

How We Collect Your Data

We collect personal data directly from you when you contact us by phone, through online forms, in writing, or in person, when you request a quotation or book a service, and when you provide instructions to our staff on the day of service.

We may also receive personal data indirectly, for example if another person books a service on your behalf and provides your details as the contact person or as the address where items are collected or delivered.

Lawful Basis for Processing

We rely on one or more of the following lawful bases for processing your personal data:

Performance of a contract: we process your personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, confirming bookings, delivering man and van services, and managing payments and billing.

Legitimate interests: we may process your data where it is necessary for our legitimate business interests and where these are not overridden by your rights and freedoms. Examples include responding to enquiries, improving our services, managing our business operations, keeping records of services provided and defending legal claims.

Legal obligations: we process certain data to comply with legal and regulatory requirements, such as maintaining financial and tax records and responding to requests from competent authorities where we are legally required to do so.

Consent: in limited cases we may rely on your consent, for example where you choose to receive certain types of marketing communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided to you when consent was obtained.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide our services: arranging quotations, confirming bookings, planning routes, allocating staff and vehicles, carrying out removals and deliveries, handling customer care and providing after-service support.

To manage our relationship with you: communicating with you about your booking, any changes to the service, invoicing, payment administration, dealing with queries or complaints and obtaining your feedback.

To operate and improve our business: maintaining records of our activities, training staff, monitoring service quality, managing risk, improving our website and planning future services.

To comply with law and enforce our rights: maintaining financial records, cooperating with regulators and law enforcement where required, resolving disputes and enforcing our contractual terms.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with third parties only where necessary and appropriate for the purposes described in this Privacy Policy.

Service providers and processors: we may share data with carefully selected third-party suppliers acting as data processors who provide services such as payment processing, cloud data storage, customer management systems, accounting services, communications tools and website hosting. These processors are only permitted to process your data according to our instructions, must keep it secure and are not allowed to use it for their own purposes.

Professional advisers: we may share necessary information with professional advisers such as accountants, legal advisers or insurers where this is required for advice, accounting, tax or claims handling.

Authorities and legal obligations: we may disclose your personal data where required to do so by law or where we reasonably believe disclosure is necessary to protect our rights, respond to legal process, cooperate with law enforcement, or protect the safety of our staff, customers or the public.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, your personal data may be transferred internationally. In such cases, we will ensure that appropriate safeguards are in place, such as adequacy decisions, standard contractual clauses or equivalent protections, so that your data continues to be protected to standards essentially equivalent to UK data protection law.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including for the purposes of satisfying legal, accounting or reporting requirements.

In general, we retain booking and invoicing records for a period consistent with tax and accounting legislation. Enquiry information that does not lead to a booking may be retained for a shorter period, provided there is no ongoing correspondence or dispute.

When we no longer need your personal data, we will delete it or anonymise it so that it can no longer be linked to you. In some cases, we may retain limited information, such as basic booking records, for longer periods where necessary for legal claims or to demonstrate that we have complied with our obligations.

Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to those employees and service providers who need it for their work, using secure storage solutions and maintaining appropriate procedures for handling information.

While we take reasonable steps to protect your data, no transmission of information and no storage system can be guaranteed as completely secure. You are also responsible for taking reasonable steps to protect your own information when communicating with us.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all West Hampstead Man and Van customers and prospective customers in our service area, subject to certain legal conditions and exceptions:

Right of access: you have the right to request confirmation that we process your personal data and to obtain a copy of the personal data we hold about you, together with certain information about how we use it.

Right to rectification: you have the right to ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you may have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you withdraw consent and there is no other legal basis for processing.

Right to restriction of processing: you may ask us to restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our legitimate interests.

Right to data portability: in some cases, you may have the right to receive the personal data you have provided to us in a structured, commonly used and machine-readable format and to request that we transmit it to another controller where this is technically feasible.

Right to object: you have the right to object at any time to our processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing your data unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.

Rights in relation to automated decision making: West Hampstead Man and Van does not carry out automated decision making or profiling that produces legal or similarly significant effects on you.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we have handled your personal data. We encourage you to contact us first so that we can try to resolve any concerns.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. Any updated version will apply from the date it is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.

Your continued use of our services after any changes to this Privacy Policy have been communicated will constitute your acknowledgement of the updated terms.