Man with Van Hook Privacy Policy
This Privacy Policy explains how Man with Van Hook collects, uses, stores and protects personal data relating to customers and prospective customers. It also describes your rights under the United Kingdom General Data Protection Regulation and any applicable data protection laws. This Privacy Policy applies to all Man with Van Hook customers in our service area, including individuals and businesses who use or enquire about our services.
Data Controller
For the purposes of data protection law, Man with Van Hook is the data controller in relation to the personal data described in this Privacy Policy. This means that we decide how and why your personal data is processed when you use our services or contact us.
Types of Personal Data We Collect
We may collect and process the following categories of personal data about you when you enquire about or use our services:
Identification and contact details: name, address, service addresses for collection and delivery, and general contact details.
Service and booking information: dates and times of bookings, details of the items to be moved, access details for properties, instructions or notes you provide to complete the service, and records of changes or cancellations.
Communication records: information you provide when you contact us by phone, through online forms, or other communication channels, including enquiries, complaints and feedback.
Payment and transaction data: limited details relating to payments such as payment confirmations and transaction history. We do not store full card details when third party payment processors are used.
Technical and usage data: information generated through use of our website or digital services, such as IP address, device and browser information, and general usage statistics where applicable.
Any personal data you choose to share: for example, information about third parties when you provide contact or access details needed to complete the service.
Lawful Bases for Processing
We process your personal data only when we have a lawful basis under data protection law. Depending on the circumstances, we may rely on the following lawful bases:
Contract: We process personal data to take steps at your request before entering into a contract, and to perform a contract for our services. This includes handling bookings, providing quotes, confirming services, carrying out the move or transport, managing payments, and communicating with you about your booking.
Legal obligation: We process some data to comply with legal and regulatory requirements, such as accounting rules, tax obligations and record keeping duties.
Legitimate interests: We process personal data where it is necessary for our legitimate interests, provided your interests and fundamental rights do not override those interests. These legitimate interests include managing and developing our services, ensuring service quality and safety, handling enquiries and complaints, preventing fraud or misuse, protecting property, and defending or establishing legal claims.
Consent: In limited situations, we may rely on your explicit consent, for example for certain forms of direct marketing or where we collect optional information not necessary for the contract. When we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide our services: arranging and managing bookings, planning routes, collecting and delivering items, and providing related customer support.
To respond to enquiries: supplying quotes, answering questions, and providing information about our services in your area.
To manage payments: issuing invoices, recording payments, handling refunds where necessary, and keeping financial records.
To operate and improve our business: monitoring service quality, training staff, planning resources, and developing our services.
To ensure safety and security: protecting our staff, vehicles and customer property, and preventing or detecting misuse or unlawful activity.
To meet legal and regulatory requirements: fulfilling accounting, tax and other legal obligations.
To communicate with you: contacting you about your booking, service updates, changes to our terms or policies where required, and, where permitted, providing updates about our services that may be of interest.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy, including:
Service providers and data processors: for example, providers of IT systems, website hosting, customer relationship management tools, payment processing, route planning or communications platforms. These service providers act only under our instructions and are bound by contractual obligations to keep your data secure and to use it only for the agreed purposes.
Professional advisers: such as accountants, insurers, or legal advisers where reasonably necessary for the management and protection of our business.
Public authorities: where we are required to do so by law or where disclosure is necessary to protect rights, property or safety, or to support the prevention or detection of crime.
Any data sharing is limited to what is necessary for the relevant purpose, and we take reasonable steps to ensure that third parties respect the security of your personal data and comply with applicable data protection laws.
International Transfers
Where a service provider or system we use is based outside the United Kingdom or the European Economic Area, or stores data in another country, we take appropriate safeguards to protect your personal data in line with applicable data protection laws. These safeguards may include using standard contractual clauses or relying on adequacy regulations where available.
Data Retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting any legal, accounting or reporting requirements.
In general, we retain booking and transaction records for a period required by tax and accounting laws. Communication records and enquiry details are normally kept for a period that allows us to handle enquiries, manage disputes and maintain business records, after which they are securely deleted or anonymised.
When determining retention periods, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process the data, and whether we can achieve those purposes through other means.
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 access controls, security software and procedures designed to limit access to personal data to those who have a business need to know it.
While we take reasonable steps to secure your data, no system or transmission can be guaranteed to be fully secure. You should take care when sharing personal data with us, particularly through open networks.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these rights may include:
Right of access: the right to obtain confirmation as to whether we process your personal data and to request a copy of that data.
Right to rectification: the right to have inaccurate personal data corrected and incomplete data completed.
Right to erasure: the right to request deletion of your personal data where there is no compelling reason for us to continue processing it.
Right to restriction of processing: the right to request that we limit the way we use your data in certain circumstances.
Right to data portability: the right to receive personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transmit it to another controller, where technically feasible and where the processing is based on consent or contract and carried out by automated means.
Right to object: the right to object to processing based on our legitimate interests, and the right to object at any time to the use of your personal data for direct marketing.
Rights related to consent: where processing is based on your consent, the right to withdraw that consent at any time, without affecting the lawfulness of processing before withdrawal.
If you wish to exercise any of these rights, we may need to verify your identity before responding to your request. We aim to respond within the time limits set by data protection law.
Complaints
If you have concerns about how we handle your personal data, you are encouraged to contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom or in the country where you live or work.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or services. When we make material changes, we will take reasonable steps to inform you where appropriate. The updated Privacy Policy will apply from the date it is published and will govern how we process personal data from that date onwards.
