Privacy Policy

Waterloo Man and Van Privacy Policy

This Privacy Policy explains how Waterloo Man and Van collects, uses, shares and protects personal data relating to its customers in the Waterloo service area. It also describes the legal grounds we rely on under the UK General Data Protection Regulation and the EU General Data Protection Regulation, how long we keep your data, and the rights you have in relation to your personal information.

Scope of this Privacy Policy

This Privacy Policy applies to all customers and prospective customers of Waterloo Man and Van within our operating area, including individuals and business clients who contact us, request a quote, make a booking, or otherwise use our man and van services.

Controller of your personal data

Waterloo Man and Van acts as the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal information when you engage with our services.

Types of personal data we collect

We collect and process different categories of personal data depending on how you interact with us and the services you use. This may include:

Identification and contact details, such as your name, address, pick-up and delivery addresses, and other contact details necessary to arrange your move or transport service.

Booking and service details, such as details of the items to be moved, property access information, preferred dates and times, special instructions relevant to the service, and records of quotes and bookings.

Communication data, such as information contained in emails, messages and other communications you send to us, along with notes of telephone calls or conversations related to your service.

Payment and transaction data, such as payment status, amounts, dates and methods. We do not store full payment card details; where card payments are processed, these are handled securely by a payment processor.

Technical and usage data, such as basic information about how you interact with our website or online booking tools, including pages visited, dates and times, and general device information where applicable.

How we collect your personal data

We may collect personal data directly from you when you contact us for a quote, place a booking, communicate with us by phone or online, complete a form, or provide feedback. We may also receive personal data from third parties where they arrange services on your behalf, such as a relative, landlord, or business partner who provides your details so that we can complete a removal or delivery.

Lawful basis for processing your data

We rely on the following lawful bases under the GDPR to process your personal data:

Contract performance: We process personal data that is necessary to provide our services, such as arranging and completing your booking, communicating with you about timings and access, and handling payments.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, maintaining records of past jobs, and protecting our business from fraud or misuse.

Legal obligations: We may process and retain personal data to comply with legal and regulatory obligations, such as tax, accounting, or insurance requirements.

Consent: In limited circumstances, we may rely on your consent, for example for certain forms of optional marketing communication. Where we rely on consent, you have the right to withdraw it at any time.

How we use your personal data

We use the personal information we collect for the following purposes:

To provide and manage our man and van services, including creating and confirming bookings, planning routes, coordinating staff and vehicles, and delivering or collecting items at the agreed locations and times.

To communicate with you about your enquiry or booking, including providing quotes, confirming arrangements, resolving issues, and responding to questions or feedback.

To process payments and manage invoices, refunds and accounting records associated with your use of our services.

To maintain internal records of jobs completed, customer interactions, and service quality for the purposes of administration, training, and service improvement.

To protect our rights, property and safety, and that of our customers and staff, including the prevention and detection of fraud or misuse of our services.

To comply with legal and regulatory requirements, including maintaining records for tax, audit and insurance purposes.

Data sharing and use of processors

We do not sell or rent your personal data to third parties. However, we may share personal data with carefully selected third parties who act as processors or independent controllers, where this is necessary to provide our services or meet our legal obligations.

Service providers acting as data processors may include providers of booking or scheduling systems, vehicle tracking or logistics tools, payment processing services, accounting or invoicing tools, and secure data storage or hosting services. These providers act on our instructions, are bound by data protection obligations, and are not permitted to use your data for their own purposes.

We may also share information with professional advisers, such as accountants or legal advisers, where necessary for advice, compliance, or the establishment, exercise or defence of legal claims. In certain cases, we may be required to share data with regulators, law enforcement or public authorities where required by law or to protect vital interests.

International transfers

Where we use service providers that store or process data outside the United Kingdom or the European Economic Area, we take steps to ensure that your personal data is protected in accordance with applicable data protection laws. This may include using standard contractual clauses or relying on other appropriate safeguards recognised by data protection authorities.

Data retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting or reporting requirements.

In general, information relating to quotes, bookings and completed services is kept for a period that allows us to respond to queries, deal with complaints, and meet tax and regulatory obligations. After the relevant retention period has expired, personal data is securely deleted or anonymised so that it can no longer be used to identify you.

How we protect your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to staff and processors who need it to perform their duties, using secure systems for storage and transfer where appropriate, and providing guidance and training on data protection responsibilities.

Your data protection rights

Under the GDPR, you have several important rights in relation to your personal data. Subject to certain conditions and exemptions, you have the right to:

Access your personal data and receive a copy of the information we hold about you.

Request correction of inaccurate or incomplete personal data.

Request erasure of your personal data where there is no good reason for us to continue processing it, for example where it is no longer needed for the original purpose.

Object to processing based on our legitimate interests, where you consider that your particular situation gives rise to grounds for objection.

Request restriction of processing in certain circumstances, such as while we consider an objection or a request to rectify data.

Request the transfer of your personal data to you or to a third party in a structured, commonly used and machine readable format, where technically feasible and where processing is based on consent or contract.

Withdraw consent at any time where we rely on your consent to process personal data. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights, or if you have questions about how we handle your personal data, you can contact Waterloo Man and Van using the contact details provided on our website or through the usual communication channels you use with us.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we process your personal data. We would encourage you to contact us first so that we have an opportunity to address your concerns.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, the way we handle personal data, or legal and regulatory developments. The most current version of the Policy will apply to the personal data we hold and process. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your information.