Privacy Policy - Man With Van Nineelms

This Privacy Policy explains how Man With Van Nineelms collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related services to customers in the Nine Elms area. It applies to all Man With Van Nineelms customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

By using our services, requesting a quotation, making an enquiry, or engaging us for a move or delivery, you acknowledge that your personal data may be processed as described in this Privacy Policy. We use personal data only where we have a valid legal reason to do so and only for legitimate business purposes connected to our services.

1. Information We Collect

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

Identity data: your name, title, and any identifiers needed to confirm who you are.
Contact data: address details, email address, telephone number, and moving location information.
Service data: details about the move, items to be transported, preferred dates, access requirements, parking limitations, and any special handling instructions.
Payment data: billing details and payment confirmation information, where relevant.
Communication data: messages, phone call notes, complaint records, feedback, and service-related correspondence.
Technical data: limited website or device information such as IP address, browser type, and basic usage information, if you interact with our digital services.
Special category data: in limited situations, you may provide information that reveals health, mobility, or access needs so that we can safely deliver our services. We only process such information where necessary and with appropriate safeguards.

We generally collect information directly from you when you enquire about our services, request a quote, book a move, or communicate with us. We may also receive information from third parties involved in the service, such as estate agents, landlords, building managers, payment processors, or referral partners, where appropriate and lawful.

2. How We Use Personal Data

We use personal data to operate our business and provide moving services efficiently and safely. This may include:

responding to enquiries and preparing quotations;
arranging and delivering removals, collections, and transport services;
managing bookings, schedules, and route planning;
handling payments, invoicing, and account administration;
communicating service updates, access issues, or changes to schedules;
responding to complaints, claims, and customer support requests;
meeting legal, tax, insurance, and regulatory requirements;
improving our operations, training, and service quality;
preventing fraud, misuse, or unlawful activity;
maintaining records for business management and audit purposes.

We only process personal data where it is necessary and proportionate to the purpose for which it was collected. We do not use personal data for unrelated purposes unless we have a lawful basis to do so and have informed you where required.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. The lawful bases we rely on may include the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing a quotation, arranging a move, completing a delivery, managing logistics, and providing customer support connected to the service.

Legal obligation

We may process personal data where we are required to do so by law, including for tax records, accounting, insurance, fraud prevention, and compliance with other legal duties.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This may include improving services, managing our business, maintaining internal records, preventing abuse, and ensuring efficient operations. We carefully consider whether such processing is fair, necessary, and limited in scope.

Consent

Where we rely on your consent, such as for certain optional communications or the processing of sensitive information in specific circumstances, you may withdraw that consent at any time. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

Vital interests and public interest

In rare cases, we may process personal data where it is necessary to protect someone’s vital interests or where processing is carried out in the public interest, in accordance with applicable law.

4. Sharing Personal Data and Processors

We may share personal data with trusted third parties where necessary to provide our services or comply with legal obligations. These parties act either as independent controllers or as processors acting on our instructions. We require appropriate data protection terms and safeguards before any processing begins.

Typical processors and service providers may include:

payment service providers used to handle card or electronic payments;
accounting and bookkeeping providers;
IT and cloud storage providers;
communication and scheduling systems;
customer support or administration tools;
insurance providers and claims handlers;
professional advisers such as accountants, lawyers, and auditors.

We may also share information with subcontractors or operational partners involved in the delivery of the service, such as drivers or moving teams, where they need the information to carry out the work. In some cases, we may disclose personal data to public authorities, regulators, courts, or law enforcement agencies if required by law or necessary to protect our rights, property, staff, or customers.

We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, insurance, and reporting obligations. Retention periods depend on the type of data and the reason for processing.

For example, customer records, transaction details, and invoices may need to be retained for several years to comply with tax and accounting requirements. Service communications, booking details, and complaint records may also be retained for a reasonable period to manage follow-up issues, resolve disputes, and support business operations.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices. Where data is held in backup systems, it will be deleted in accordance with the normal backup cycle unless further retention is required by law.

6. International Transfers

In some cases, our processors may store or process data outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place, such as recognised transfer mechanisms or equivalent contractual protections, so that your personal data remains protected to a standard required by law.

7. Your Rights

You have a number of rights under data protection law in relation to your personal data. These rights may apply depending on the legal basis for processing and the circumstances of the request.

Right of access: you may request confirmation of whether we process your personal data and obtain a copy of it.
Right to rectification: you may ask us to correct inaccurate or incomplete personal data.
Right to erasure: you may request deletion of your personal data in certain circumstances.
Right to restriction: you may ask us to limit how we use your data in specific situations.
Right to object: you may object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability: you may request transfer of certain data in a structured, commonly used format where the law allows.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.
Right to lodge a complaint: you may raise concerns with the relevant data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a request. We aim to handle requests within the time limits required by law and will let you know if we need more information to process your request properly.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, staff training, secure storage, password protection, and limiting access to those who need it for legitimate business purposes.

Although we take reasonable steps to protect data, no system can be guaranteed completely secure. If a data security incident occurs, we will assess the situation and take action in line with applicable legal obligations.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data directly from children unless it is incidental to providing a service requested by an adult customer and is necessary for delivery or household arrangements. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

10. 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 published or otherwise communicated. We encourage customers to review this policy periodically to understand how their personal data is protected.

11. Scope of This Policy

This Privacy Policy applies to all Man With Van Nineelms customers in the area and to all personal data processed in connection with our moving and related services. By engaging our services, you acknowledge that your information may be used in the ways described above and that we will handle it in a lawful, fair, and transparent manner.

We are committed to respecting your privacy, safeguarding your information, and processing your personal data only where necessary for legitimate service, legal, and operational purposes.