Privacy Policy
Man with van Frognal Privacy Policy
This Privacy Policy explains how Man with van Frognal collects, uses, stores, and protects personal data of its customers and prospective customers. It applies to all Man with van Frognal customers and service users in the area where our services are offered. We are committed to handling your personal data in accordance with the General Data Protection Regulation, commonly known as GDPR, and all applicable data protection laws.
Scope and Data Controller
This Privacy Policy applies to all interactions you have with Man with van Frognal, including requests for quotes, bookings, communications about our man and van services, and any related activities. Man with van Frognal is the data controller for the personal data described in this policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with GDPR.
Types of Personal Data We Collect
We collect and process different categories of personal data as necessary to provide our services. The data we may collect includes:
Identification and contact details such as your full name, address, pick-up and drop-off addresses, billing address, and any alternative contact names you provide. Contact details may include your preferred communication method and booking reference numbers.
Service and booking information such as the date and time of your move, the type and size of the job, access information for properties, special handling instructions, and information on items to be transported.
Payment and transaction data such as payment method details, amounts charged, dates of payment, and records of invoices and receipts. We do not store full card details when payments are processed via third-party payment providers.
Communication records such as emails, written correspondence, and notes from calls related to quotes, bookings, complaints, or feedback about our services.
Technical data where applicable, such as basic information about how you use our website or online booking forms, including device type and pages visited, to help us improve our services.
Lawful Bases for Processing Your Data
We process your personal data only where we have a lawful basis to do so under GDPR. Depending on the context, we rely on the following lawful bases:
Performance of a contract: We process your personal data when it is necessary to take steps at your request before entering into a contract, such as providing a quote, and when it is necessary to fulfil a contract, such as completing a removal, delivery, or man and van service.
Legal obligation: We process certain data to comply with legal and regulatory requirements, such as maintaining accounting and tax records.
Legitimate interests: We process personal data where it is necessary for our legitimate interests and where these are not overridden by your rights and freedoms. Examples include improving our services, managing our business operations, and handling queries or complaints.
Consent: In limited cases, we may rely on your consent, for example where we choose to send certain types of optional marketing messages. When we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide man and van services, including processing booking requests, planning routes, carrying out moves and deliveries, and handling changes or cancellations.
To communicate with you, including responding to queries, providing quotes, sending booking confirmations and updates, and requesting feedback after a job is completed.
To manage payments and invoicing, including processing payments, issuing invoices and receipts, and maintaining necessary financial records.
To improve and manage our services, such as analysing service usage, reviewing feedback, training staff, and maintaining records of completed jobs.
To comply with legal and regulatory obligations, including record-keeping for tax and accounting purposes and responding to lawful requests from authorities.
To protect our business and customers, including preventing and detecting fraud or misuse of our services and defending legal claims.
Data Sharing and Processors
We do not sell your personal data. We may share your data with limited third parties where this is necessary for the purposes described in this policy, and only to the extent required.
Service providers and processors: We may share data with professional service providers acting as processors, such as payment processors, IT and hosting providers, accounting or administrative support, and customer management systems. These providers are only allowed to process your data based on our instructions and must provide appropriate security measures.
Operational partners: Where necessary to fulfil your booking, we may share relevant details with drivers, porters, or subcontractors involved in completing your job. They receive only the data needed to perform the service.
Professional advisers and authorities: We may share data with legal advisers, insurers, or regulatory authorities when required to comply with legal obligations, to enforce our terms, or to protect our rights or the rights of others.
Data Retention
We retain your personal data only for as long as necessary for the purposes for which it was collected and to meet legal, accounting, or reporting requirements. The specific retention period depends on the type of data and the context of collection.
Booking and service records, including contact details, job details, and related communications, are typically retained for a number of years after completion of the job to enable us to respond to any queries or disputes, and to comply with tax and accounting rules.
Payment records, including invoices and transaction details, are retained for the period required under applicable financial and tax legislation.
Where we rely on consent for marketing communications, we retain your contact details for that purpose until you withdraw your consent or object to such processing. We may retain a limited record of your preference to ensure we respect your request in the future.
When personal data is no longer required, we will securely delete it or anonymise it so that it can no longer be linked to you.
International Transfers
Our primary data processing activities take place within the United Kingdom or the European Economic Area, depending on the specific service arrangements. If we ever need to transfer your personal data to a country outside these areas, we will ensure that appropriate safeguards are in place. These may include using standard data protection clauses approved by relevant authorities or transferring data to countries that have been recognised as providing an adequate level of data protection.
Data Security
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include limiting access to personal data to staff and service providers who need it for their role, using secure systems to store booking and payment information, and maintaining administrative policies that promote data protection and confidentiality.
Your Data Protection Rights
Under GDPR, you have several rights in relation to your personal data, subject to certain conditions and legal limitations. These include:
Right of access: You can request confirmation of whether we process your personal data and obtain a copy of the data we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete personal data.
Right to erasure: You can request that we delete your personal data where there is no lawful reason for us to keep it, for example when it is no longer necessary for the purposes for which it was collected or where you withdraw consent and no other lawful basis applies.
Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain circumstances, such as while we investigate a concern about its accuracy.
Right to data portability: In some cases, you can request that we provide your personal data in a structured, commonly used, machine-readable format so that you can reuse it or transmit it to another controller.
Right to object: You can object to processing based on our legitimate interests, including profiling, and we will stop processing your data unless we have compelling legitimate grounds or need it for legal claims. You also have the right to object at any time to processing for direct marketing purposes.
Right to withdraw consent: Where we rely on your consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.
Exercising Your Rights and Complaints
If you wish to exercise any of your rights under this Privacy Policy, or if you have questions about how Man with van Frognal processes your personal data, you can contact us using the usual communication channels you use to arrange our services. We may need to verify your identity before responding to your request to ensure your data is protected.
You also have the right to lodge a complaint with the relevant data protection authority if you believe that your rights have been infringed. We encourage you to contact us first so that we can try to resolve any concerns directly.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply to all Man with van Frognal customers in the area from the date it is made available. We recommend that you review this policy periodically to stay informed about how we protect your personal data.
