Privacy Policy - Hornchurch Man And Van

This Privacy Policy explains how Hornchurch Man And Van collects, uses, stores, shares, and protects personal data when providing removal, man and van, delivery, loading, unloading, and related services. It applies to all Hornchurch Man And Van customers in the area, including individuals, households, landlords, tenants, businesses, and anyone who uses our services or communicates with us in connection with a booking or enquiry.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy should be read carefully so that you understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have.

1. Personal Data We Collect

We only collect personal data that is necessary for us to provide and manage our services. Depending on how you interact with us, we may collect the following categories of information:

Identity details such as your name and, where needed, the name of a business, landlord, or property occupier.
Contact details such as address, email address, and telephone number.
Service details such as pick-up and delivery addresses, access instructions, inventory notes, preferred dates, and job requirements.
Payment information such as payment confirmation, invoice records, and transaction references. We do not intentionally store full card details unless a secure payment provider requires limited information for processing.
Communication records including enquiries, booking messages, complaints, feedback, and service-related correspondence.
Operational information such as vehicle allocation, route planning notes, parking details, and moving instructions.
Website or device information if you contact us online, such as basic technical data, browser type, or cookies where applicable.

We do not seek to collect unnecessary personal data. We also do not intentionally collect special category data unless you choose to share it with us and it is required for a specific service need, such as accessibility arrangements. In such cases, we will only process that information where a lawful basis applies and appropriate safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to confirm, manage, and carry out bookings;
to plan routes, loading, unloading, and vehicle requirements;
to communicate with you before, during, and after a job;
to issue invoices, process payments, and maintain accounting records;
to handle complaints, disputes, or claims;
to maintain internal records and business administration;
to comply with legal and regulatory obligations;
to improve our services, customer experience, and operational efficiency.

We will not use your personal data for purposes that are incompatible with the original reason it was collected unless we have a valid legal basis to do so.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Hornchurch Man And Van relies on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotes, confirming jobs, arranging collection and delivery, and handling billing linked to the agreed service.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests do not override your rights and freedoms. This includes internal administration, service improvement, record keeping, fraud prevention, customer support, and protecting our business from claims or misuse.

Legal Obligation

We may retain and process data where needed to comply with legal obligations, such as tax records, accounting requirements, insurance documentation, or responding to lawful requests from authorities.

Consent

In limited situations, we may rely on your consent, for example for optional marketing communications or certain non-essential processing. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data only when necessary and only with trusted third parties who help us operate our business. These parties act as processors or, in some cases, independent controllers. They are required to handle data securely and in accordance with applicable data protection law.

Processors may include:

IT and cloud storage providers;
accounting and invoicing software providers;
payment processing providers;
customer communication platforms;
business administration and record management services;
professional advisers, such as accountants or legal advisers, where necessary.

We may also disclose information to insurers, regulators, law enforcement, or other public bodies where required by law or where it is necessary to protect our rights, customers, or property.

We do not sell personal data. Any sharing is limited to what is needed for the provision of our services, legal compliance, or legitimate business operations.

5. International Transfers

Where any processor stores or accesses data outside the United Kingdom, we will take steps to ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protections recognised under applicable law. We seek to ensure that your personal data remains protected to a standard consistent with UK GDPR.

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, insurance, or reporting requirements. Retention periods may vary depending on the type of information and the nature of the service provided.

Typical retention practices include:

Quotation and enquiry records: retained for a reasonable period to manage follow-ups, service history, and business administration.
Booking and service records: kept for the duration needed to complete the service and deal with any after-service issues.
Financial and tax records: retained for the period required by law.
Complaint or dispute records: retained until the matter is resolved and for a further period where necessary to defend legal claims.

When data is no longer required, we will securely delete, anonymise, or archive it in a way that prevents unnecessary access.

7. Security of Your Data

We take reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, limited staff access, and careful selection of processors. However, no system can be guaranteed completely secure, and we cannot promise absolute security.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply in full or in part depending on the circumstances and the lawful basis we rely on.

Right of access - you can ask for a copy of the personal data we hold about you.
Right to rectification - you can ask us to correct inaccurate or incomplete information.
Right to erasure - you can ask us to delete your data where there is a legal basis to do so.
Right to restrict processing - you can ask us to limit how we use your data in certain situations.
Right to data portability - you can ask for certain data in a structured, commonly used format.
Right to object - you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where processing is based on consent, you can withdraw it at any time.

These rights are not absolute and may be subject to exemptions or legal limits. If you wish to exercise a right, we will respond in accordance with data protection law.

9. Cookies and Similar Technologies

If we use a website or online booking tools, we may use cookies or similar technologies to support functionality, analyse usage, and improve performance. Where required, we will provide appropriate information about cookie use and any choices available to you. Non-essential cookies should only be used where lawful and, where necessary, with consent.

10. Children’s Data

Our services are intended for adults arranging removals, deliveries, or related services. We do not knowingly collect personal data from children unless it is necessary in the context of a household booking and provided by an adult customer. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete or protect it as required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any revised version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Complaints

If you have concerns about how your personal data is handled, you have the right to raise the issue with us first so we can try to resolve it. You also have the right to complain to the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

This policy is intended to provide clear, transparent information about our privacy practices. By using Hornchurch Man And Van services in the area, you acknowledge that your personal data may be processed in the ways described above and in accordance with applicable law.