Privacy Policy - Richmond Man And Van

This Privacy Policy explains how Richmond Man And Van collects, uses, stores, shares, and protects personal data when providing removal, delivery, loading, unloading, and related transport services. It applies to all Richmond Man And Van customers in the area, including anyone who makes an enquiry, requests a quote, books a service, receives a service, or communicates with us in connection with our work.

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. We only process personal data where we have a valid legal basis and only for purposes that are necessary for operating our services, managing customer relationships, meeting legal obligations, and improving service quality.

1. Personal data we collect

We may collect and process different categories of personal data depending on how you interact with us. This can include:

Identity details such as your name and title.
Contact details such as phone number, email address, and address details.
Service information such as pickup and delivery locations, dates, access notes, inventory details, and special handling requirements.
Billing and payment information needed to issue invoices, manage payments, and keep financial records.
Communications such as enquiries, complaint messages, booking notes, and correspondence records.
Technical data if you interact with us electronically, including limited device or log data where necessary for security and system administration.
Other information you choose to provide that is relevant to the service, for example access instructions, item fragility notes, or timing preferences.

We do not intentionally collect special category data unless it is provided by you and is necessary for a specific service need, for example where access or health-related considerations affect the moving arrangement. If such data is provided, we will process it carefully and only where permitted by law.

2. How we use personal data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To manage bookings, schedule jobs, and deliver removal or transport services.
To communicate about arrival times, service changes, and job requirements.
To process payments, issue invoices, and manage account records.
To keep records of services provided and resolve disputes or complaints.
To comply with tax, accounting, insurance, and other legal obligations.
To protect our business, customers, staff, and property from fraud, misuse, or security incidents.
To improve our operations, service quality, and customer experience.

We only use personal data for purposes that are compatible with the reason it was collected. If we need to use data for a new purpose that is not compatible, we will explain the legal basis and any relevant changes.

3. Lawful basis for processing

We process personal data only when we have a lawful basis under the UK GDPR. Depending on the situation, we may rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, carrying out the move, handling payments, and managing post-service issues.

Legal obligation

We may process data where required to meet legal obligations, including tax, accounting, record-keeping, insurance, and regulatory duties.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, customer support, fraud prevention, internal record keeping, and business improvement.

Consent

In limited cases, we may rely on your consent, for example where we need to process optional information that is not necessary for the service. Where consent is used, you may withdraw it at any time.

Vital interests and public task

These bases are unlikely to apply in most cases, but we will consider them if necessary in an emergency or where required by law.

4. Sharing data with processors and third parties

We may share personal data with trusted third parties who help us run our business. These parties act as data processors or independent controllers depending on the service they provide. We only share what is necessary and require appropriate safeguards.

Examples of processors may include:

Accounting and invoicing providers for financial administration.
Payment service providers for secure transaction handling.
IT and cloud service providers for data storage, system support, and communication tools.
Customer management tools used for booking records and service administration.
Professional advisers such as accountants, insurers, or legal advisers where necessary.

We may also disclose personal data if required by law, court order, law enforcement request, or to protect our rights, customers, staff, and business interests. If a third party acts as an independent controller, their own privacy notice will apply to their processing.

We do not sell personal data.

5. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including legal, accounting, and operational requirements. The retention period depends on the type of data and the reason we hold it.

Quote and enquiry records may be kept for a reasonable period to manage follow-up, service planning, and business records.
Booking, service, and invoice records are generally retained for the period required for tax and accounting purposes.
Communication records may be retained for dispute resolution, quality control, and customer support.
Technical or security logs may be kept for a shorter period unless needed for investigation or legal reasons.

When personal data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in a safe manner. Where data is retained for legal reasons, we will limit access and use it only for those requirements.

6. Data security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and careful selection of service providers.

While no system can be guaranteed completely secure, we review our safeguards regularly and take data protection seriously.

7. Your rights

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

Right of access – to request confirmation of whether we process your data and receive a copy.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit processing in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – to receive certain data in a structured, commonly used format where legally applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will assess the request in line with applicable law and respond within the required timeframe. Some rights may not apply in all situations, particularly where we must keep data to meet legal or contractual obligations.

8. International transfers

If any of our processors store or access data outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms. We take steps to ensure that personal data remains protected wherever it is processed.

9. Children’s data

Our services are intended for adults and business customers arranging transport or removals. We do not knowingly collect personal data from children except where it is unavoidably included in booking or household information provided by an adult customer. If we become aware that data has been collected improperly, we will take appropriate steps to delete or restrict it.

10. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, service practices, or operational needs. The latest version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically so they remain informed about how we handle personal data.

11. Summary of our approach

This policy is designed to ensure that personal data is handled with care, transparency, and accountability. In practical terms, this means we collect only the data we need, use it for clear and lawful purposes, share it responsibly with trusted processors, retain it only for as long as necessary, and respect your rights under data protection law.

Richmond Man And Van treats privacy as an essential part of customer service. We are committed to protecting your information and maintaining trust in every interaction.