Privacy Policy - Waterloo Man And Van

This Privacy Policy explains how Waterloo Man And Van collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, and related services. It applies to all Waterloo Man And Van customers in the area, including individuals and businesses who request quotations, make bookings, receive services, or otherwise interact with us. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Waterloo Man And Van operates as a local moving and transport service. In this policy, “we,” “us,” and “our” refer to Waterloo Man And Van. “You” refers to any customer, prospective customer, or other person whose personal data we process in connection with our services.

This policy applies where we act as a data controller, meaning we decide how and why your personal data is used.

2. Personal Data We Collect

We only collect data that is necessary for quoting, booking, carrying out, and managing our services, as well as for legal, accounting, and operational purposes. The types of personal data we may collect include:

Identity information such as your name or business name.
Contact information such as address details and other communication details needed to arrange a service.
Service details including moving dates, locations, item descriptions, access information, and service preferences.
Payment and billing information required to process transactions and maintain records.
Communication records such as enquiries, booking notes, complaints, and service-related correspondence.
Technical information where relevant, including basic device or usage data generated when you interact with our digital systems.
Special category data only where strictly necessary and where you voluntarily provide it, for example if it is relevant to access needs or service planning. We do not seek to collect sensitive data unless there is a clear operational reason and a lawful basis to do so.

We do not intentionally collect more information than is needed to provide a reliable service. Please avoid sharing unnecessary personal or sensitive information unless it is relevant to your booking or service requirements.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and respond to enquiries.
To manage bookings, schedule services, and carry out moves or deliveries.
To communicate about service arrangements, changes, or issues.
To process payments, issue invoices, and manage accounts.
To maintain internal records and business administration.
To handle complaints, disputes, insurance matters, and claims.
To meet legal, tax, accounting, and regulatory obligations.
To improve our services, operations, and customer experience.
To protect our business, staff, customers, and property from fraud, misuse, or security risks.

We only use your personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose or where the law allows otherwise.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under UK GDPR. Depending on the situation, our lawful bases may include:

Contract

We process data when it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes managing quotations, bookings, services, and payments.

Legal Obligation

We may process data to comply with legal obligations, such as tax, accounting, record-keeping, and other regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing customer relationships, preventing fraud, maintaining business records, improving services, and ensuring the security of our operations.

Consent

Where required by law, we will rely on your consent. If we rely on consent, you may withdraw it at any time, although this will not affect any processing already carried out before withdrawal.

We do not rely on a single lawful basis for every activity. The lawful basis depends on the purpose for which the data is being used.

5. Data Retention

We keep personal data only for as long as necessary for the purposes set out in this policy, including to satisfy legal, accounting, and reporting obligations. Retention periods depend on the type of data and the purpose for which it was collected.

Quotation and booking records are retained for a reasonable period to manage service history and business administration.
Payment and accounting records are retained for the period required by tax and financial laws.
Communication records may be retained for customer service, dispute resolution, and quality management purposes.
Claims or complaint records may be retained until the matter is fully resolved and for a further period if necessary for legal protection.

When personal data is no longer needed, we will delete it securely, anonymise it, or otherwise dispose of it safely. We review retained data periodically to ensure it is not kept longer than necessary.

6. Processors and Third Parties

We may use trusted third-party service providers, also known as processors, to help us operate our business. These processors act on our instructions and are required to protect your personal data. They may include:

Payment service providers that handle transactions securely.
Accounting or bookkeeping providers that assist with financial administration.
IT, hosting, or software providers that support business systems and data storage.
Communication tools used for sending service-related updates and managing records.
Insurance providers, where necessary for handling claims or incidents.

We may also disclose data to professional advisers, legal bodies, or authorities where required by law or where it is necessary to protect our rights, staff, customers, or property. We do not sell your personal data.

Where processors are used, we take reasonable steps to ensure appropriate contractual and technical safeguards are in place. These parties are only permitted to use your data for the agreed purpose and not for their own unrelated purposes.

7. Data Sharing and Transfers

We may share personal data only when necessary and only with people or organisations that have a valid reason to access it. In some cases, data may be transferred to service providers or systems located outside the UK. Where this happens, we will ensure suitable safeguards are in place so that your data continues to be protected in line with UK GDPR requirements.

We limit access to personal data to those who need it to perform their duties or provide services on our behalf.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or misuse. These measures may include access controls, secure storage, staff awareness, and careful management of data-sharing arrangements.

Although no system can be guaranteed to be completely secure, we take reasonable steps to reduce risks and respond appropriately if a data incident occurs.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may include:

The right of access to request a copy of the personal data we hold about you.
The right to rectification to request correction of inaccurate or incomplete data.
The right to erasure in certain circumstances, also known as the right to be forgotten.
The right to restrict processing in certain cases.
The right to data portability where applicable.
The right to object to processing based on legitimate interests or direct marketing.
The right to withdraw consent where processing relies on consent.

You also have the right to raise concerns about how your personal data is handled. We encourage you to contact us first if you believe something is incorrect or if you want us to review a data-related issue, as we will do our best to address it promptly and fairly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your rights have been infringed.

10. Children’s Data

Our services are generally intended for adults arranging removals, deliveries, or related transport services. We do not knowingly collect personal data from children unless it is necessary and provided by an adult customer in connection with a booking or service requirement.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review the policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitments

We collect only the personal data needed to deliver and manage our services.
We process data only where we have a valid lawful basis.
We keep data only for as long as necessary.
We use trusted processors under appropriate safeguards.
We respect your legal rights over your personal data.

By using Waterloo Man And Van services in the area, you acknowledge that your personal data may be processed as described in this Privacy Policy.