Privacy Policy - Man And Van Mayfair

This Privacy Policy explains how Man And Van Mayfair collects, uses, stores, shares, and protects personal data when providing moving, transport, and related services. It applies to all Man And Van Mayfair customers in the area, including individuals, households, landlords, tenants, and businesses that use our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Mayfair acts as the data controller for personal data collected in connection with our services. This means we decide how and why your personal information is processed. We only collect data that is necessary for carrying out our services, managing bookings, communicating with customers, maintaining records, meeting legal obligations, and improving service quality.

2. Personal Data We Collect

We may collect different types of personal data depending on the service you request and how you interact with us. The information we collect may include:

Identity details: name, title, and any other details needed to identify you.
Contact details: address, email address, telephone number, and service location information.
Booking details: information about the move, collection point, delivery point, dates, access conditions, inventory, and service requirements.
Payment-related details: records needed to process payments, issue invoices, and manage refunds or disputes. We do not keep more payment information than necessary.
Communication records: emails, messages, notes from phone calls, and service-related correspondence.
Technical information: limited data such as device details, browser type, and usage information if you submit information through our digital systems.
Service records: quotes, job notes, delivery confirmations, complaints, and feedback.

We may also receive personal data from third parties where this is necessary for the service, such as from a property manager, employer, family member, or payment provider acting on your behalf. If you provide data about another person, you must ensure that you have the authority to do so and that they understand how their data may be used.

3. How We Use Personal Data

We use personal data only where we have a valid reason under data protection law. The main purposes for which we process data include:

to provide quotes and manage bookings;
to plan and carry out removals, deliveries, and transport services;
to communicate with customers about schedules, access arrangements, and service updates;
to issue invoices, take payments, and handle accounting;
to resolve complaints, claims, or disputes;
to maintain business and legal records;
to improve operations, customer service, and service planning;
to detect and prevent fraud, misuse, or security issues;
to comply with legal and regulatory obligations.

We may also use anonymised or aggregated data for internal reporting and service improvement. Such data does not identify you personally.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for each processing activity. Depending on the circumstances, we rely on one or more of the following bases:

4.1 Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the service, and providing after-service support.

4.2 Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include managing customer relationships, improving our operations, maintaining security, preventing fraud, and keeping internal records.

4.3 Legal Obligation

We process data where needed to comply with legal obligations, including tax, accounting, insurance, consumer protection, and record-keeping requirements.

4.4 Consent

In limited cases, we may rely on your consent, for example where you have agreed to receive certain optional communications or where consent is needed for a specific purpose. Where processing is based on consent, you may withdraw that consent at any time.

5. How We Share Personal Data

We do not sell personal data. We may share information only where necessary and appropriate for the purposes described in this policy. Data may be shared with:

Service providers and processors: third parties that help us operate our business, such as payment processors, accounting systems, IT support, storage providers, and communications tools.
Professional advisers: accountants, insurers, legal advisers, or other advisers where required for business administration, compliance, or dispute resolution.
Authorities or regulators: public bodies, law enforcement, or regulatory authorities where disclosure is required by law or necessary to protect our legal rights.
Customers or authorised representatives: where a booking requires coordination with another person who is involved in the move or service.

All processors are required to handle personal data securely, only on our instructions, and in accordance with data protection law. We take reasonable steps to ensure that any third party receiving personal data maintains an appropriate level of security and confidentiality.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including the fulfilment of legal, accounting, and reporting requirements. Retention periods depend on the type of data and the purpose of processing. For example:

booking and service records may be retained for a reasonable period after the service is completed;
financial and tax records may be kept for the period required by law;
complaints, claims, and dispute records may be retained for as long as necessary to resolve the matter and defend legal claims;
inactive customer data may be reviewed and securely deleted or anonymised when no longer needed.

When personal data is no longer required, we will securely delete, destroy, or anonymise it. In some cases, we may retain data for longer if necessary to comply with a legal obligation or to establish, exercise, or defend legal claims.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and regular review of processing practices. While no system can be completely secure, we aim to use safeguards that are appropriate to the nature of the information we process.

8. Your Rights

As a data subject, you have a number of rights under data protection law. These rights may apply depending on the circumstances and the basis on which we process your data. They include:

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete personal data.
Right to erasure: you can ask us to delete your personal data in certain situations.
Right to restriction: you can request that we limit the processing of your data in certain cases.
Right to object: you can object to processing based on legitimate interests, and in some cases to direct marketing.
Right to data portability: you can request that certain data be provided to you or another organisation in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

We may need to verify your identity before responding to a request. We will respond within the time limits required by law and may decline a request where legal exceptions apply. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data rights have been infringed.

9. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it. This may include approved contractual protections or transfers to countries deemed to provide an adequate level of protection.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is incidentally included in service communications or booking details provided by an adult customer. If we become aware that we have collected such data without an appropriate basis, we will take steps to delete it where required.

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 handling practices. Any revised version will apply from the date it is made effective. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

Man And Van Mayfair is committed to processing personal data responsibly, lawfully, and transparently. We collect only what we need, use it for defined purposes, share it only when necessary, and keep it only for as long as required. We respect your rights and aim to ensure that all customers in the area can trust us to handle their information with care, professionalism, and accountability.