Privacy Policy - Maida Vale Man And Van

Effective date: This Privacy Policy applies to all Maida Vale Man And Van customers in the area and explains how we collect, use, store, share, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Introduction

Maida Vale Man And Van is committed to protecting the privacy and personal information of our customers, prospective customers, and anyone who interacts with our services. This Privacy Policy explains what personal data we collect, why we collect it, the lawful bases we rely on, how long we keep it, who we may share it with, and the rights you have over your information.

By using our services, requesting a quotation, making a booking, or otherwise engaging with Maida Vale Man And Van, you acknowledge that your personal data may be processed as described in this Privacy Policy.

2. Who this policy applies to

This policy applies to all Maida Vale Man And Van customers in the area, including individuals, households, landlords, tenants, students, and businesses that use our moving, transport, collection, delivery, and related services. It also applies to people who contact us about a service, receive a quote, or communicate with us in connection with a booking.

3. Personal data we collect

We only collect personal data that is necessary for lawful business purposes and service delivery. Depending on your interaction with us, we may collect the following categories of information:

Identity data: name, title, and any information needed to identify you for a booking or enquiry.
Contact data: email address, telephone number, and service address or collection/delivery address.
Booking and service data: details of your move, items to be transported, access information, dates, times, and any special handling requirements.
Payment data: billing details, payment status, and limited transaction records. We do not intentionally store full card details unless required by a secure payment provider.
Communication data: messages, emails, call notes, complaint details, and feedback.
Technical data: basic information such as device or browser details if you interact with our digital systems, where applicable.
Special category data: we do not generally request or require special category data. If you voluntarily provide such information, for example health or access needs, we will only process it where necessary and with appropriate safeguards.

We do not knowingly collect more data than is needed to provide a safe, efficient, and reliable service.

4. How we collect your data

We may collect your personal data directly from you when you:

request a quote or make an enquiry;
book or amend a service;
communicate with us by phone, email, message, or in person;
make a payment or request an invoice;
submit feedback or a complaint;
provide information for access, safety, or service planning purposes.

We may also receive data from third parties where necessary to fulfil a booking, such as property managers, landlords, tenants, business clients, payment providers, or subcontracted service partners. We will only use such information where we have a lawful basis to do so.

5. Why we use your personal data

We use personal data to deliver our services and operate our business effectively. This may include:

providing quotes and confirming bookings;
planning routes, scheduling staff, and carrying out moving services;
communicating with you about your service;
handling invoices, receipts, and payments;
managing complaints, disputes, or insurance-related matters;
meeting legal, accounting, and regulatory obligations;
improving our services, processes, and customer experience;
protecting our staff, customers, property, and business interests.

6. Lawful basis for processing

Under data protection law, we must have a lawful basis to process personal data. We rely on the following bases as appropriate:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, organising your move, communicating service details, and processing payment-related information.

Legal obligation

We may process and retain data where needed to comply with legal duties, including tax, accounting, record-keeping, insurance, and regulatory requirements.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. This may include service administration, customer support, fraud prevention, business record management, and improving operations.

Consent

Where consent is required, we will ask for it clearly and separately. For example, if you choose to provide optional information that is not necessary for service delivery, we will only process it on the basis of your consent or another valid legal ground. You may withdraw consent at any time where consent is the lawful basis.

7. How we share personal data

We do not sell your personal data. We may share limited personal data with trusted processors and third parties only where necessary for the purposes described in this policy.

These may include:

Payment processors: to handle secure payment transactions.
IT and hosting providers: to store data securely and support our communications or systems.
Accounting or invoicing providers: to manage financial records and compliance.
Subcontractors or service partners: where required to complete a booking or assist with delivery.
Insurers, legal advisers, or claims handlers: where necessary for incident handling, dispute resolution, or legal claims.
Public authorities: where we are required to do so by law.

Any processor we use is required to act only on our instructions, keep your data secure, and comply with data protection obligations. We ensure appropriate contractual safeguards are in place before any processor handles personal data on our behalf.

8. International transfers

If any of our service providers process data outside the UK, we will take steps to ensure that suitable safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protections required by law.

9. Retention of personal data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, legal compliance, dispute resolution, and record-keeping. Retention periods may vary depending on the type of information and the reason for processing.

As a general rule:

booking and service records are retained for a reasonable period after completion;
financial and accounting records are retained for the period required by law;
communications and complaint records are kept while needed to resolve issues and maintain business records;
unused enquiry data may be deleted after a shorter period if no booking follows.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

10. Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures are designed to be proportionate to the nature of the data we process. However, no system can be guaranteed to be completely secure, and you should also take care when sharing information with us.

11. Your rights

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

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 data.
Right to erasure: you can ask us to delete your data in certain circumstances.
Right to restriction: you can ask us to limit the way we use your data in certain cases.
Right to object: you can object to processing based on legitimate interests.
Right to data portability: you can ask for certain data in a usable format where applicable.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond to valid requests within the legal time limits.

12. Children’s data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a booking arranged by an adult customer, and only to the extent required for service provision or safety.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

14. Summary of our commitments

Maida Vale Man And Van is committed to processing personal data fairly, lawfully, transparently, and securely. We collect only the information needed to provide services, use it for clear and legitimate purposes, retain it for appropriate periods, and respect your rights under data protection law. This policy applies to all Maida Vale Man And Van customers in the area and is designed to support trust, accountability, and compliance.