Privacy Policy - Man And Van Queensbury

This Privacy Policy explains how Man And Van Queensbury collects, uses, stores, and protects personal data in connection with the services we provide. It applies to all Man And Van Queensbury customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our moving and transportation services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Queensbury is a service provider offering transport, removal, delivery, loading, and related moving support. In the course of our business, we may act as a data controller for personal data relating to our customers, prospective customers, suppliers, and business contacts. This means we decide why and how your personal data is used.

2. What Personal Data We Collect

We only collect personal data that is necessary for the purposes described in this policy. The information we may collect includes:

• Identity information such as your name and title.
• Contact details such as your phone number, email address, and service address.
• Booking information such as service dates, move size, item details, and special handling requirements.
• Payment information such as billing details and transaction records, where needed to process payments.
• Communication records including emails, messages, call notes, and enquiries.
• Operational information such as delivery instructions, access details, parking notes, and other service-related preferences.
• Technical information where relevant, such as basic device or browser data if you interact with us through digital systems.

We do not seek to collect special category data unless it is strictly necessary and you have provided it voluntarily, or we are legally required to do so. Special category data includes information about health, religion, ethnicity, political opinions, and similar sensitive matters. If such data is ever shared with us, we will only process it where a lawful basis under GDPR applies and appropriate safeguards are in place.

3. How We Use Your Personal Data

We use personal data for the following purposes:

• To provide quotes and respond to enquiries.
• To arrange, manage, and complete moving and transport services.
• To confirm bookings, reschedule appointments, and handle service changes.
• To process payments, refunds, and account-related matters.
• To communicate with you about your booking or service requirements.
• To keep records for business, legal, and insurance purposes.
• To prevent fraud, misuse, and unauthorised access.
• To comply with legal obligations and respond to lawful requests.

We ensure that any use of personal data is limited to what is relevant and necessary. We do not sell personal data. We also do not use your data for purposes that are incompatible with the original reason it was collected unless we have a valid legal basis to do so.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the circumstances, 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 providing quotes, arranging bookings, and delivering the agreed service.

Legal Obligation

We may process data to comply with tax, accounting, record-keeping, and other legal duties. This may include storing invoices and transaction records for the required period.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing operations, improving services, handling enquiries, and protecting our business from fraud or misuse.

Consent

In limited situations, we may rely on your consent, particularly where the law requires it. If we do, you have the right to withdraw consent at any time. Withdrawal will not affect processing carried out before consent was withdrawn.

Vital Interests

In rare circumstances, we may process data to protect someone’s vital interests, such as in an emergency.

5. How Long We Keep Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, or operational requirements. Retention periods depend on the type of data and the reason it is held.

• Customer booking records are generally kept for the period needed to manage the service and handle follow-up matters.
• Financial and tax records may be retained for the legally required period.
• Communication records may be kept for a reasonable period to support customer service, dispute handling, or record accuracy.
• Insurance or claim-related records may be retained for as long as necessary to defend or establish a claim.

When personal data is no longer needed, we will delete, anonymise, or securely dispose of it in accordance with our retention practices. We review data periodically to ensure it is not kept for longer than necessary.

6. Processors and Third Parties

We may share personal data with trusted third-party service providers, also known as processors, who help us operate our business. These may include:

• Payment processors for handling card or electronic payments.
• Accounting or bookkeeping providers for financial administration.
• IT and cloud service providers for secure storage, email, and operational systems.
• Insurance providers where claims or incidents need to be handled.
• Professional advisers such as lawyers, accountants, or auditors where necessary.

Where we use processors, they are only permitted to process personal data on our instructions and must keep it secure. We take reasonable steps to ensure that any third party handling your personal data provides adequate data protection safeguards. We may also disclose data where required by law or where it is necessary to protect our rights, property, staff, customers, or the public.

7. International Transfers

Where personal data is transferred outside the UK, we will only do so if appropriate safeguards are in place. This may include an adequacy decision or standard contractual protections required by law. We aim to keep processing within secure environments and within trusted systems.

8. Your Rights

You have several rights under data protection law in relation to your personal data. These rights are subject to certain conditions and exemptions, but we will always assess requests carefully and respond appropriately. Your rights include:

• The right to be informed about how your data is used.
• The right of access to request a copy of your personal data.
• The right to rectification if your data is inaccurate or incomplete.
• The right to erasure in certain circumstances, also known as the right to be forgotten.
• The right to restrict processing in certain situations.
• The right to data portability where processing is based on consent or contract and carried out by automated means.
• The right to object to processing based on legitimate interests or direct marketing.
• Rights relating to automated decision-making, if such processing is used.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the timeframe required by law.

9. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and careful handling of records. However, no system can be guaranteed to be completely secure, and you should take care when sending personal information electronically.

10. Complaints and Further Rights

If you are concerned about how your personal data has been handled, you have the right to raise a complaint with the relevant data protection authority. You may also contact us to discuss concerns and seek a resolution. We encourage anyone with a privacy concern to contact us first so we can investigate and respond appropriately.

11. 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 processing practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Man And Van Queensbury is committed to protecting personal data and respecting the rights of every customer in the area we serve. We collect only the data needed to provide our services, use it for clear and lawful purposes, keep it only as long as necessary, share it only with trusted processors when required, and support your rights under data protection law. Privacy, transparency, and responsible handling of information are central to how we operate.