Man and Van Knightsbridge Privacy Policy

This Privacy Policy explains how Man and Van Knightsbridge collects, uses, stores and protects personal data relating to customers, potential customers and website visitors in the Knightsbridge area and surrounding locations. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Scope of this Privacy Policy

This Privacy Policy applies to all Man and Van Knightsbridge customers and prospective customers in the operating area, including individuals and businesses who contact us, request a quote, make a booking, receive our services, or otherwise interact with us offline or online.

Data Controller

Man and Van Knightsbridge is the data controller in respect of the personal data processed in connection with the services we provide. This means we decide how and why your personal data is used and are responsible for ensuring it is handled in accordance with data protection laws.

Personal Data We Collect

We may collect and process the following categories of personal data when you contact us, request services or interact with us:

Identification and contact details, such as your name, address, collection and delivery addresses, and other contact information you choose to provide.

Booking and service details, such as details of the move or transport, preferred dates and times, property access information needed to complete the service, inventory or description of items to be moved, and any special instructions.

Communication records, such as information contained in enquiries, messages, feedback and complaints that you send to us, including the date, time and content of your communications.

Payment and transaction details, such as records of services purchased, amounts charged, payment status, and limited payment-related information provided to us by payment processors. We do not store full card details when third-party payment services are used.

Technical and usage data, such as basic information about how you use our website or online forms, which may include IP address, device information, browser type, pages visited and time spent. This may be collected using cookies or similar technologies where permitted by law.

How We Collect Your Data

We collect personal data directly from you when you contact us by phone, through online forms, or in person to request a quote or make a booking. We also collect data when you communicate with us about your service, leave feedback or request support.

We may obtain technical data about your use of our website through the use of cookies and analytics tools, subject to your preferences and applicable legal requirements.

Lawful Bases for Processing

We only process your personal data where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contract. We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes processing necessary to provide quotes, confirm bookings, deliver removal or transport services, manage payments and administer your account.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. This includes managing our business operations, improving our services, preventing fraud, securing our systems, and responding to enquiries and complaints.

Legal obligation. In some cases we must process personal data to comply with legal obligations, such as record-keeping, tax and accounting requirements, and responding to lawful requests from authorities.

Consent. Where required by law, we will rely on your consent, for example for certain types of marketing communications or the use of non-essential cookies. Where processing is based on consent, you have the right to withdraw that consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide removal and transport services, including handling enquiries, issuing quotes, accepting bookings, planning routes, and carrying out moves in accordance with your instructions.

To communicate with you about your booking, such as sending confirmations, updates, reminders, and information about any changes or issues affecting your service.

To manage payments, refunds and billing, and to maintain accurate financial and service records.

To improve and manage our business, including analysing service performance, training staff, and enhancing our customer experience and operational efficiency.

To handle feedback, queries and complaints, and to resolve disputes or claims.

To comply with legal and regulatory requirements, including record retention obligations.

To send you direct marketing about our services where this is permitted by law and, where required, with your consent. You can opt out of marketing communications at any time.

Data Sharing and Processors

We do not sell your personal data. We may share your data with third parties where necessary for the purposes described in this Privacy Policy, including:

Service providers acting as data processors who perform services on our behalf, such as payment processing, customer relationship management, IT support, website hosting, email service providers, analytics providers and document storage services. These providers are only permitted to use your data in accordance with our instructions and are required to keep it secure.

Professional advisers, such as accountants, auditors, insurers and legal advisers, where necessary to manage our business, obtain professional advice, or handle legal matters.

Public authorities and regulators, where we are legally required to disclose information or where disclosure is necessary to protect our rights, customers or others, or to detect and prevent fraud or crime.

In the event of a business sale, merger or reorganisation, personal data may be transferred to a new owner or business partner as part of that transaction, subject to continued protection in line with this Privacy Policy and applicable law.

International Data Transfers

Where we use service providers or tools that involve transferring personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include using countries that have been recognised as providing an adequate level of data protection or using standard contractual clauses or equivalent safeguards approved by data protection authorities.

Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide services, manage our relationship with you, and meet legal, accounting or reporting requirements.

In general, we retain customer records for a period that allows us to answer queries about previous services, deal with potential claims and comply with tax and accounting rules. After the applicable retention period expires, we will securely delete or anonymise your personal data.

Data Security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to those employees and processors who need it for the purposes described in this policy, using secure systems and taking steps to maintain the confidentiality and integrity of information.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions. They include:

Right of access. You can request confirmation as to whether we process your personal data and obtain a copy of your data, together with information about how it is used.

Right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data that we hold about you.

Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or, where we rely on consent, you withdraw that consent.

Right to restriction. You can request that we restrict the processing of your personal data in certain situations, such as while we verify its accuracy or assess an objection.

Right to object. You can object to our processing of your personal data where we are relying on legitimate interests, including profiling based on those interests. You also have the right to object at any time to the use of your personal data for direct marketing.

Right to data portability. In some cases, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or ask us to transmit it directly to another controller where technically feasible.

Right to withdraw consent. Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This does not affect the lawfulness of processing carried out before withdrawal.

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

Children

Our services are intended for adults and business customers. We do not knowingly collect personal data relating to children. If you believe we have collected personal data about a child, please contact us so that we can delete it where appropriate.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or for other reasons. Any changes will take effect when the revised policy is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we handle personal data.