Privacy Policy - Twickenham Man And Van

This Privacy Policy explains how Twickenham Man And Van collects, uses, stores, shares, and protects personal data. It applies to all customers, prospective customers, and service users of Twickenham Man And Van in the Twickenham area and any surrounding locations where our services are provided. We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

1. Who We Are

Twickenham Man And Van provides removal and transport services, including man and van collections, deliveries, item relocation, and related logistics support. In the course of operating these services, we may process personal data about customers, business clients, suppliers, and other individuals involved in the arrangement or delivery of our services.

This policy applies to all Twickenham Man And Van customers in the area, including individuals who request quotes, make bookings, receive services, or communicate with us about a service request.

2. Personal Data We Collect

We only collect personal data that is necessary for the purposes described in this policy. Depending on how you interact with us, we may collect the following categories of information:

Identity details: name, title, and, where needed, company name.
Contact details: email address, telephone number, billing address, and service address.
Booking and service information: move dates, item descriptions, access details, property information, and special handling requirements.
Payment and transaction information: payment status, invoice details, and transaction references. We do not intentionally store full payment card details where these are processed by secure third-party providers.
Communication records: emails, telephone notes, messages, and complaints or feedback.
Technical data: IP address, browser type, device information, and basic website usage data where applicable.
Identification or verification data: where required for fraud prevention, insurance handling, or contractual verification.

We do not seek to collect special category data unless you voluntarily provide it and it is necessary for a specific service need, such as information relating to health, mobility, or access arrangements. Where such information is shared, we will process it only when a lawful basis applies and with appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries.
To manage bookings, schedule services, and carry out removals or deliveries.
To communicate service updates, confirmations, and operational information.
To process payments, issue invoices, and maintain financial records.
To meet legal, regulatory, tax, and insurance obligations.
To resolve disputes, handle complaints, and manage claims.
To improve our services, planning, and customer experience.
To prevent fraud, misuse, or unauthorised access.

We will always make sure that any use of your personal data is fair, necessary, and proportionate.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the circumstance, we rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes preparing quotes, managing bookings, and completing services.

Legal Obligation

We may process data where necessary to comply with legal requirements, including tax, accounting, record-keeping, fraud prevention, and regulatory duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include maintaining service records, improving operations, handling customer support, or protecting our business from fraudulent activity. When we rely on legitimate interests, we assess the impact on your privacy and ensure processing remains balanced and reasonable.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or where you provide sensitive information that requires clear permission. Where consent is used, you may withdraw it at any time.

Vital Interests

In rare cases, we may process personal data to protect someone’s vital interests, such as in an emergency relating to health or safety.

5. How We Share Personal Data

We may share personal data only where necessary and appropriate. We do not sell personal data. We may disclose information to the following categories of recipients:

Service providers and processors: companies that support our operations, such as booking systems, accounting tools, payment processors, email providers, cloud storage services, and IT support providers.
Professional advisers: accountants, insurers, legal advisers, and auditors.
Authorities and regulators: where required by law, court order, tax rules, or lawful request.
Third parties involved in service delivery: where needed to complete a move, manage access, or coordinate a specific booking.

Where we use processors, they are only permitted to process personal data on our instructions and must apply appropriate security measures. We require processors to protect your data and to use it only for the agreed purpose.

6. International Transfers

If any service provider stores or processes data outside the United Kingdom, we will ensure suitable safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protection measures as required by law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of information and the reason it was collected.

Booking and service records: retained for the period needed to manage the customer relationship and resolve any disputes.
Financial and tax records: retained for the period required by law.
Communication records: retained for a reasonable period to support customer service and complaint handling.
Claims or legal matters: retained until the matter is fully resolved and any relevant limitation periods have expired.

When data is no longer needed, we will securely delete, anonymise, or destroy it.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, password protection, secure storage, staff awareness, and limiting access to those who need the information for legitimate business purposes.

Although we take reasonable steps to protect your data, no system can be guaranteed to be completely secure. We therefore encourage users to provide only the information that is necessary for the service.

9. Your Data Protection Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 data.
Right to erasure: you can request deletion of your data in certain circumstances.
Right to restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you can request certain data in a structured, commonly used format.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exceptions. If you make a request, we will respond in line with applicable law.

10. Children’s Data

Our services are generally directed at adults. We do not knowingly collect personal data from children unless it is necessary for a specific service arrangement and provided by an adult customer or authorised representative.

11. Automated Decision-Making

We do not carry out decisions based solely on automated processing that produce legal or similarly significant effects on individuals. If this changes, we will update this policy and provide any additional required information.

12. Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, you have the right to raise a complaint with the relevant data protection authority. In the UK, this is the Information Commissioner’s Office (ICO). We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

13. 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 handling practices. Any updated version will apply from the date it is published or otherwise communicated to customers.

14. Summary of Key Principles

Twickenham Man And Van is committed to processing personal data lawfully, fairly, and transparently. We collect only the information needed to deliver our services, rely on appropriate lawful bases, retain data for no longer than necessary, use trusted processors under contract, and respect the rights of individuals whose data we hold. Our aim is to handle all personal information responsibly and with care.