Privacy Policy - Man With Van Hook

Last updated: This Privacy Policy explains how Man With Van Hook collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Hook customers in area, including anyone who requests, books, or receives our moving, collection, delivery, packing, storage, or related services.

We are committed to handling personal data in a way that is lawful, fair, transparent, and secure. This policy is intended to meet the requirements of the UK GDPR and the Data Protection Act 2018. It should be read together with any service terms or booking information provided at the time of your enquiry or order.

1. Who We Are

Man With Van Hook provides van and moving services for domestic and commercial customers. In the course of delivering our services, we act as a data controller for the personal data we determine the purposes and means of processing. This means we decide why and how certain personal data is used, while respecting your rights under data protection law.

We only collect and process personal data where it is necessary for our business operations, customer service, legal compliance, and the delivery of our services. We do not intentionally collect special category data unless it is strictly required and you choose to provide it, or unless processing is otherwise permitted by law.

2. Personal Data We Collect

We may collect the following categories of personal data:

Identity information: name, title, and, where relevant, business name.
Contact information: phone number, email address, and service address.
Service details: booking date, moving requirements, item descriptions, access information, and preferences.
Payment information: payment method, billing details, and transaction records. We do not retain full card details where payment processors handle them securely.
Communication records: emails, messages, call notes, complaints, feedback, and service updates.
Technical data: basic device or browser information if you interact with us electronically, along with logs used for security and performance purposes.
Marketing preferences: whether you wish to receive promotions or service updates, where applicable.

We may also receive information from third parties such as booking platforms, business partners, payment processors, or customers acting on behalf of another person. In such cases, we only use the data for the purpose for which it was provided.

3. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotes;
to manage bookings and deliver our moving services;
to communicate service updates, arrival times, and changes;
to process payments, refunds, and invoices;
to manage customer support, feedback, and complaints;
to maintain business records and meet legal, tax, and accounting obligations;
to protect against fraud, misuse, or security incidents;
to improve our services, operations, and customer experience;
to send marketing communications where permitted and where you have not opted out.

We only process personal data when there is a lawful basis to do so. We do not use your information in ways that are incompatible with the original purpose for which it was collected unless permitted by law.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each type of processing. Depending on the circumstances, Man With Van Hook relies on one or more of the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, managing bookings, delivering moving services, and handling payments.

Legal Obligation

We process data where required to comply with legal obligations, including tax, accounting, record-keeping, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include fraud prevention, service improvement, internal administration, and limited record management.

Consent

We rely on consent where it is required by law, such as for certain forms of marketing or optional communications. Where consent is used, you may withdraw it at any time.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, for example in an emergency involving safety or serious harm.

5. Sharing Your Data and Processors

We do not sell your personal data. However, we may share data with trusted third parties who help us run our business and deliver our services. These parties act as processors where they process data on our instructions, or as separate controllers where they determine their own purposes.

Processors or service providers may include:

Payment processors for secure payment handling;
IT and cloud service providers for data storage, email, and system support;
Accounting and bookkeeping providers for financial administration;
Scheduling or booking tools used to organise services;
Professional advisers such as lawyers, insurers, or auditors where necessary;
Delivery or subcontracted service partners assisting with fulfilment of a booking.

We require processors to keep personal data secure, use it only for specified purposes, and respect applicable data protection laws. Where data is transferred outside the UK or EEA, we will ensure appropriate safeguards are in place.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting obligations. The retention period depends on the type of data and the reason for holding it.

Customer and booking records: retained for the duration of the service relationship and a reasonable period afterward for administration and dispute handling.
Financial and tax records: retained for the period required by law.
Communications and complaints: retained as long as needed to resolve issues and maintain accurate business records.
Marketing preferences: retained until you withdraw consent or opt out.

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

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These 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 data;
Right to erasure: you can request deletion of your data in certain circumstances;
Right to restriction: you can ask us to limit how we use your data in some situations;
Right to object: you can object to processing based on legitimate interests or direct marketing;
Right to data portability: you can ask for certain data to be provided in a reusable format;
Right to withdraw consent: where we rely on consent, you may withdraw it at any time;
Right to complain: you can raise concerns with the relevant data protection supervisory authority.

To exercise your rights, you may contact us using the details provided in our service communications. We may need to verify your identity before responding to a request. We will respond within the time limits required by law.

8. Security of Personal Data

We use appropriate technical and organisational measures to help protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted data sharing. Although no system can be guaranteed completely secure, we continually review our safeguards and seek to reduce risks where possible.

9. Marketing and Preferences

Where permitted, we may send you service-related updates or limited marketing communications. You can opt out of marketing at any time. If you choose not to receive marketing, this will not affect your ability to use our services. We respect your preferences and will act on them where required.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is made available. We encourage customers in area to review this policy periodically so they remain informed about how their data is handled.

11. Summary of Our Commitment

Man With Van Hook is committed to processing personal data lawfully, transparently, and securely. We collect only the data needed to provide our services, rely on appropriate lawful bases, use trusted processors, retain information only as long as necessary, and respect your rights under GDPR. This policy applies to all Man With Van Hook customers in area and reflects our promise to treat your information with care and accountability.