Privacy Policy - Man With Van Castelnau

This Privacy Policy explains how Man With Van Castelnau collects, uses, stores, shares, and protects personal data in connection with our moving, transport, and related services. It applies to all Man With Van Castelnau customers in the area, including prospective customers, people making enquiries, and individuals who receive our services through a third party.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018. This policy is designed to help you understand what information we process, why we process it, how long we keep it, and what rights you have over your data.

1. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing customer relationships, meeting legal obligations, and improving our business operations.

The types of information we may collect include:

Identity details such as your name and, where needed, the name of a company or household representative.
Contact details including phone number, email address, and service address.
Booking and service information such as move date, property details, items to be moved, access instructions, and service preferences.
Payment information such as billing details and transaction records. We do not store unnecessary card details where payment is processed securely by a third party.
Communication records including emails, messages, call notes, and feedback.
Operational information such as route planning data, vehicle allocation, and job completion notes.
Technical data if you interact with our digital systems, including IP address, device information, and usage logs.

We may also receive personal data from third parties where necessary to fulfil a service, for example from landlords, estate agents, solicitors, or businesses arranging a move on your behalf. In those cases, we expect the third party to have a lawful basis for sharing your data.

2. How We Use Personal Data

We process personal data for a range of legitimate business and legal purposes. The main ways we use information include:

responding to enquiries and providing quotations;
planning and delivering removal and transport services;
contacting customers about bookings, changes, and service updates;
issuing invoices, processing payments, and maintaining financial records;
handling complaints, claims, and customer support requests;
meeting legal, tax, accounting, and insurance obligations;
protecting our staff, customers, property, and business interests;
improving our services, operations, and customer experience;
preventing fraud, misuse, or unlawful activity.

We will only use your personal data for the purposes explained in this policy or for purposes that are compatible with the original reason it was collected.

3. Lawful Basis for Processing

Under the GDPR, we must have a lawful basis to process personal data. Depending on the context, we rely on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging services, communicating about jobs, and managing payments.

Legal Obligation

We may process data to comply with legal obligations, such as tax, accounting, record-keeping, insurance, and regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include improving service delivery, managing business administration, maintaining security, and responding to enquiries.

Consent

In some limited situations, we may rely on your consent, for example for certain optional communications. Where consent is used, you can withdraw it at any time.

Vital Interests

In exceptional circumstances, we may process data to protect someone’s vital interests, such as in an emergency.

4. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These parties act either as independent controllers or as processors on our behalf.

Processors are organisations that process personal data only according to our instructions and for agreed purposes. We use appropriate contracts and safeguards with processors to protect your information.

Examples of processors and third parties may include:

Payment service providers who handle secure payment transactions;
IT and cloud service providers who support storage, email, scheduling, and business systems;
Accountants and bookkeeping providers who assist with financial administration;
Insurance providers and claims handlers where required for risk management or claims processing;
Professional advisers such as legal advisers when necessary;
Subcontracted drivers or service partners who help deliver a booked service;
Public authorities where we are legally required to disclose information.

We do not sell your personal data. If data is transferred outside the UK, we will only do so where appropriate safeguards are in place to protect it in line with applicable law.

5. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and reporting requirements.

Retention periods may vary depending on the type of information and the reason it was collected. In general:

Quotation and enquiry records may be retained for a limited period to manage follow-up, customer service, and business records.
Booking and service records are kept for the duration of the service relationship and a reasonable period after completion.
Financial and tax records are retained for the period required by law.
Complaint and claim records may be retained longer where necessary to defend legal claims or comply with insurance obligations.
Marketing consent records, where applicable, are kept until you withdraw consent or the data is no longer needed.

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

6. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be limited in some situations, for example where we must keep data to meet legal obligations or defend legal claims.

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 data portability – you may request a copy of 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 – if processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with legal requirements. We may need to verify your identity before acting on your request.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and restricted sharing.

While we work hard to safeguard information, no system can be guaranteed to be completely secure. If a personal data breach occurs, we will assess the situation and notify affected individuals and relevant authorities where required by law.

8. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is incidentally provided in connection with a move or household service. If we become aware that we have collected data unlawfully, we will take reasonable steps to remove it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

10. How This Policy Applies

This Privacy Policy applies to all Man With Van Castelnau customers in the area, including anyone who asks for a quote, books a service, receives a service, or communicates with us in relation to our business operations. By using our services or providing personal data to us, you acknowledge that you have read and understood this policy.

We are committed to treating your personal data with care, respect, and transparency. If you have questions about how your data is used, you should review your rights under data protection law and consider whether your request relates to access, correction, deletion, restriction, objection, or consent withdrawal.