Privacy Policy
Waterloo Man and Van Privacy Policy
This Privacy Policy explains how Waterloo Man and Van collects, uses, stores and protects personal data relating to its customers and prospective customers. It applies to all Waterloo Man and Van customers in the service area, including anyone who contacts us, requests a quotation, books a service, or otherwise interacts with us in relation to our man and van services.
Data Controller
For the purposes of the UK General Data Protection Regulation and any applicable data protection laws, Waterloo Man and Van is the data controller responsible for the personal data we process about you in connection with our services.
Personal Data We Collect
We may collect and process the following categories of personal data when you engage with Waterloo Man and Van as a customer, prospective customer, or website visitor:
Identification and contact details: name, address, pick-up and drop-off addresses, billing address, and contact details such as telephone number and other messaging or contact details you choose to provide.
Booking and service information: details about your requested move or transport, inventory descriptions, property access details, service dates and times, and any instructions you provide to complete the service.
Payment and billing information: details necessary to process payments and issue invoices, such as billing details and payment confirmations. We do not store full card details where payment is processed through a secure payment provider.
Communication records: information contained in emails, messages, forms, or other communications you send to us, including enquiries, feedback and complaints.
Technical and usage data: limited information about how you access and use our website or online forms, such as IP address, browser type, and pages visited, where this is collected through server logs or similar technical means.
How We Collect Personal Data
We collect personal data directly from you when you contact us by phone, messaging service, online form, or any other channel to request information, a quotation, or to book a man and van service. We may also receive personal data from third parties where you authorise another person, such as an agent or family member, to arrange a service on your behalf. Technical and usage data may be collected automatically when you visit our website or use our online services.
Lawful Basis for Processing
We will only process your personal data where we have a lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:
Contract: where processing is necessary to take steps at your request before entering into a contract, or to perform a contract for man and van services to which you are a party. This covers handling enquiries, providing quotations, booking services, and delivering and managing your move.
Legal obligation: where we must process data to comply with legal or regulatory requirements, such as maintaining appropriate business records and accounting information.
Legitimate interests: where we have a legitimate business interest in using your data that is not overridden by your rights and interests. This may include managing our relationship with you, improving our services, preventing fraud and misuse, and handling queries or complaints.
Consent: in limited cases where required by law, we may seek your consent to process certain optional information. Where processing is based on consent, you can withdraw your consent at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To respond to your enquiries, provide quotations, and discuss your service requirements.
To create, manage and fulfil bookings for man and van services, including planning routes, handling your belongings, and coordinating pick-up and delivery.
To communicate with you about your booking, including confirmations, changes, reminders and follow-up messages.
To process payments, issue invoices, and maintain proper financial and accounting records.
To manage our business operations, including quality control, staff training, and service improvement.
To handle complaints, disputes and claims, and to exercise or defend our legal rights.
To comply with legal and regulatory obligations that apply to our business.
Data Retention
We retain personal data only for as long as necessary for the purposes for which it was collected, and to comply with legal, accounting and reporting requirements. The specific retention periods may vary depending on the type of data and the context of the processing.
In general, information relating to bookings, invoices and service delivery will be kept for a number of years as required for tax, accounting, and evidence purposes. Communication records, enquiry details and other operational data may be retained for a reasonable period to respond to queries, manage our relationship with you and improve our services.
When personal data is no longer needed for these purposes, we will securely delete or anonymise it in line with our data retention processes, unless we are required by law to keep it for a longer period.
Data Processors and Third Parties
We may share personal data with trusted third parties who act as data processors on our behalf, strictly in accordance with our instructions and only for the purposes described in this Privacy Policy. These may include:
IT and hosting providers who support our website, communication systems, and data storage.
Payment service providers who process payments and handle transaction security.
Professional service providers such as accountants and advisers who require limited access to data for legal or regulatory reasons.
Where we use data processors, we ensure that appropriate contractual and technical safeguards are in place to protect your personal data and to ensure it is processed securely and lawfully.
We may also share personal data with other third parties where required by law, regulation, court order or a legitimate request from authorities, or where necessary to establish, exercise or defend our legal rights.
International Transfers
Our services are primarily provided within our local service area. If it becomes necessary to transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that an adequate level of protection is in place, for example through standard contractual clauses or other appropriate safeguards as required by applicable data protection laws.
Security of Your Personal Data
We take reasonable and appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include access controls, secure storage, and limiting access to personal data to those who have a legitimate business need to know it. While we take precautions to protect your information, no system can be completely secure, and you should take care when transmitting information to us.
Your Data Protection Rights
As a Waterloo Man and Van customer in our service area, you have rights under data protection law in relation to your personal data. These include:
Right of access: you can request confirmation that we process your personal data and ask for a copy of that data.
Right to rectification: you can ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected.
Right to restriction: you may ask us to restrict the processing of your personal data in certain situations, such as while we are considering a request to rectify or erase your data.
Right to object: you can object to processing based on our legitimate interests where you believe your rights override those interests.
Right to data portability: where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to request that we transmit that data to another controller, where technically feasible.
Where we rely on consent as the lawful basis for processing, you have the right to withdraw your consent at any time. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.
Exercising Your Rights and Complaints
If you wish to exercise any of your data protection rights in relation to Waterloo Man and Van, you can contact us using the contact details made available through our usual communication channels. We may need to verify your identity before responding to your request. We aim to respond to all valid requests within the time limits set by law.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how your personal data is handled. 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 how we process personal data. Any updates will be effective from the date they are published. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.
