Privacy Policy - Marylebone Man And Van

This Privacy Policy explains how Marylebone Man And Van collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, packing, collection, and related services. This policy applies to all Marylebone Man And Van customers in the area, including private households, landlords, tenants, student customers, and business clients who use our services within Marylebone and nearby locations.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect the information necessary to deliver our services, manage bookings, maintain records, and meet legal and operational obligations.

1. Data We Collect

We may collect and process the following categories of personal data:

Identity information such as your name, title, and, where relevant, company name.
Contact details including address, email address, and telephone number.
Booking and service details such as move dates, locations, property access information, inventory lists, delivery instructions, and service preferences.
Payment information including transaction records, billing details, and payment confirmations. We do not intentionally store full card details where payment is processed through secure third-party providers.
Communication records such as emails, text messages, call notes, and service-related correspondence.
Technical information if you interact with our digital systems, such as IP address, device information, browser type, and usage data.
Access and security information where required for site entry, parking arrangements, key handling, or property access instructions.

We may also receive personal data from third parties where necessary to provide our services. This may include estate agents, landlords, building managers, subcontracted service providers, or a person who makes a booking on your behalf.

2. How We Use Your Data

Marylebone Man And Van uses personal data for the following purposes:

to confirm and manage bookings;
to provide man and van, removal, delivery, loading, unloading, and related transport services;
to issue invoices, process payments, and maintain financial records;
to communicate with you about service arrangements, changes, or issues;
to allocate vehicles, staff, and equipment appropriately;
to manage customer support requests and complaints;
to maintain service quality, staff training, and internal records;
to comply with legal, tax, insurance, and regulatory obligations;
to protect our business, staff, customers, and property from fraud, misuse, or security incidents.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose. If we need to use your data for an unrelated purpose, we will ensure that this is permitted under data protection law.

3. Lawful Basis for Processing

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

Contract - where processing is necessary to enter into or perform a contract with you, such as arranging and carrying out a move or delivery.
Legal obligation - where we need to process data to comply with accounting, tax, insurance, or other legal requirements.
Legitimate interests - where processing is needed for our legitimate business interests, such as managing operations, preventing fraud, improving services, and keeping business records, provided your interests and rights do not override those interests.
Consent - where we specifically ask for your consent, for example for certain marketing activities or optional communications. You may withdraw consent at any time.

We do not rely on consent where another lawful basis is more appropriate. If we ever process special category data, which is not normally expected in our services, we will only do so where permitted by law and with appropriate safeguards.

4. Retention of Personal Data

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting obligations. The retention period depends on the nature of the data and the reason for processing.

Booking and service records may be retained for a period necessary to manage customer queries, disputes, and operational records.
Financial and tax records are kept for the period required by law.
Correspondence and complaint records may be kept for a reasonable period to evidence service history and resolve issues.
Technical and security-related logs are retained only as long as needed for system administration, security, and incident investigation.

When personal data is no longer required, we will delete it, anonymise it, or securely archive it in accordance with our retention procedures. Where deletion is not immediately possible due to legal or technical reasons, the data will be stored securely and used only for the necessary limited purpose.

5. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to provide our services or meet legal obligations. These third parties may act as processors or independent controllers depending on the service provided.

Examples of processors and service providers may include:

Payment processors who securely handle card or online payments;
Accounting and bookkeeping providers who assist with invoicing and financial recordkeeping;
IT and hosting providers who support our systems, data storage, and communications;
Customer relationship and scheduling tools used to manage bookings and service operations;
Subcontracted movers or logistics partners where additional help is needed to complete a service;
Insurance providers, legal advisers, or auditors when necessary to manage claims, compliance, or dispute resolution.

All processors are required to handle personal data securely, follow our instructions, and comply with applicable data protection laws. We do not sell personal data.

We may also disclose personal data where required by law, court order, government authority, or to protect the rights, property, or safety of our customers, staff, or business.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include restricted access controls, secure storage, staff training, password protection, and procedures for managing data incidents.

Although we work hard to protect your information, no system can be guaranteed to be completely secure. If a personal data breach occurs, we will assess the risk and take action in line with our legal obligations.

7. Your Rights

As a data subject under the UK GDPR, you have several rights in relation to your personal data. These rights may be subject to legal limitations and exemptions, but we will always consider and respond to your request appropriately.

Right of access - you may request a copy of the personal data we hold about you.
Right to rectification - you may ask us to correct inaccurate or incomplete data.
Right to erasure - you may request deletion of your data in certain circumstances.
Right to restriction - you may ask us to limit how we use your data in certain cases.
Right to object - you may object to processing based on legitimate interests or to direct marketing.
Right to data portability - you may request certain data in a structured, commonly used format where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner's Office if you believe your data protection rights have been violated. We encourage you to raise any concerns with us first so we can try to resolve them promptly.

8. Children’s Data

Our services are generally intended for adults, and we do not knowingly collect personal data from children unless it is necessary in the context of a booking or service arrangement made by a parent, guardian, or responsible adult. If we become aware that we have collected data from a child without appropriate authorisation, we will take reasonable steps to delete it.

9. International Transfers

Where data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place to protect your personal data. This may include recognised contractual protections or transfers to countries with adequate data protection standards, where permitted by law.

10. 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. We encourage customers to review this policy periodically so they remain informed about how their data is used.

Summary of Our Commitment

Marylebone Man And Van is committed to handling personal data responsibly, lawfully, and with respect for customer privacy. We collect only the data needed to deliver our services, use it for clear and legitimate purposes, keep it only as long as necessary, and share it only with trusted processors or where required by law. Your privacy matters to us, and we aim to ensure that all customers in the Marylebone area can rely on a secure and transparent service.