Privacy Policy - Man With Van Dulwich

This Privacy Policy explains how Man With Van Dulwich collects, uses, shares, stores, and protects personal data. It applies to all Man With Van Dulwich customers in the Dulwich area, including individuals, households, and businesses that request, book, or use our moving services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Dulwich provides local removal and transport services for customers in and around Dulwich. In the course of providing our services, we may collect and process personal data relating to customers, booking contacts, delivery recipients, and other individuals involved in a move. We act as a data controller for the personal data we determine the purposes and means of processing. This means we are responsible for deciding why and how your personal data is used.

2. Personal Data We Collect

We only collect data that is relevant and necessary for delivering our services, managing our relationship with customers, and meeting legal obligations. The types of data we may collect include:

Identity information such as your name, title, and, where relevant, business name.
Contact information such as telephone number, email address, and postal address.
Service details including moving date, collection and delivery addresses, property access details, inventory notes, and special handling requirements.
Payment information such as billing details, transaction records, and payment confirmation. We do not store payment card information unless required by our payment processor.
Communication records including emails, calls, text messages, and any notes from customer support or booking discussions.
Usage and technical information if you visit or interact with any digital service we use for enquiries or booking, such as IP address, browser type, device information, and limited log data.
Special category or sensitive data only where strictly necessary and usually only if you voluntarily provide it, for example accessibility needs or health-related moving requirements. We process such information with extra care and only where lawful grounds permit.

3. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to manage bookings and deliver moving services;
to arrange access, routing, scheduling, and logistics;
to communicate about service updates, delays, or changes;
to process payments, invoices, and refunds where applicable;
to maintain accurate business and customer records;
to handle complaints, disputes, and customer support matters;
to comply with legal, tax, accounting, and regulatory obligations;
to protect our business, staff, and customers from fraud, misuse, or security incidents.

We do not use your personal data for unrelated purposes that would be incompatible with the original reasons for collection.

4. Lawful Basis for Processing

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

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, confirming service details, completing removals, issuing invoices, and managing customer communication related to the service.

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. Examples include improving service quality, managing administration, preventing fraud, securing our operations, and keeping appropriate records.

Legal Obligation

We may process and retain information where required to comply with legal obligations, such as tax laws, accounting requirements, insurance matters, or requests from authorities.

Consent

In limited situations, we may rely on your consent, particularly for optional communications or where you provide sensitive information not otherwise required for the service. If we rely on consent, you can withdraw it at any time, although this will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing and Processors

We may share personal data with trusted third parties that help us operate our services. These parties act as processors or, in some cases, independent controllers. We only share the minimum information necessary and require appropriate confidentiality and data protection safeguards.

Processors may include:

Booking and administration providers that support appointment management and records;
IT and cloud service providers that host email, storage, or operational systems;
Payment processors that handle secure transactions and billing functions;
Accounting or tax service providers that assist with financial compliance;
Insurance providers or claims handlers where needed for service-related incidents;
Professional advisers such as lawyers or auditors, where necessary for compliance or dispute resolution.

We may also disclose data if required by law, to enforce our terms, to protect rights and safety, or in connection with a business reorganisation. We do not sell personal data.

6. International Transfers

Where a processor or service provider stores or accesses data outside the United Kingdom, we ensure that appropriate safeguards are in place. These may include adequacy regulations, approved contractual clauses, or other recognised transfer mechanisms designed to protect your information to UK GDPR standards.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and operational requirements. Retention periods may vary depending on the type of data and why it was obtained.

Booking and service records are usually retained for a period necessary to manage the service, handle follow-up queries, and maintain business records.
Financial and tax records are generally kept for the period required by law.
Communications may be retained for a reasonable period to resolve disputes, demonstrate service history, and improve customer support.
Technical logs are usually kept for a limited time unless needed for security or investigation purposes.

When data is no longer required, it is securely deleted, anonymised, or archived in a restricted format where appropriate.

8. Your Rights

As a data subject under UK GDPR, you have a number of rights regarding your personal data. Subject to legal conditions and exemptions, these rights include:

Right of access - you can request a copy of the personal data we hold about you.
Right to rectification - you can ask us to correct inaccurate or incomplete information.
Right to erasure - you can request deletion of your data where there is no legal reason for us to keep it.
Right to restriction - you can ask us to limit the way we use your data in certain circumstances.
Right to object - you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability - you can request certain data in a structured, commonly used format, where the legal conditions are met.
Right to withdraw consent - where processing relies on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve them promptly.

9. Security of Your Data

We take reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited sharing with authorised processors. While no system can be guaranteed completely secure, we work to maintain appropriate safeguards based on the nature of the data and the risks involved.

10. Children???s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is incidentally provided in connection with a household move. Where such information is provided, we process it only as necessary for the service and in a manner consistent with data protection law.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, services, or operational practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Man With Van Dulwich respects your privacy and handles your data responsibly. We collect only what we need, use it for clear and lawful purposes, share it only with appropriate processors, keep it securely for no longer than necessary, and recognise your rights under UK data protection law. This policy applies to all Man With Van Dulwich customers in the area and is intended to ensure transparency, accountability, and trust in the way we manage personal information.