Privacy Policy

Richmond Man and Van Privacy Policy

This Privacy Policy explains how Richmond Man and Van collects, uses, stores and protects personal data about customers and prospective customers using our services in the Richmond area. It also sets out your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Richmond Man and Van customers and prospective customers in our service area, including individuals, households and business clients who contact us, request a quotation or use our services.

Who we are and scope of this policy

Richmond Man and Van is a removals and transportation service operating in the Richmond area. We act as the data controller for the personal data we collect in connection with providing our services. This means we determine how and why your personal data is processed.

This Privacy Policy applies to personal data collected through direct contact with us, through any enquiry or booking channels we use, and during the provision of our services on site.

Personal data we collect

We may collect and process the following categories of personal data when you contact us, request a quote, or use our services:

Identity and contact details, such as your name, title, postal address, service address, billing address, and any other contact details you choose to provide.

Booking and service information, such as details of the property you are moving from and to, access and parking information, approximate inventory of items, preferred dates and times, and specific instructions relating to your move or transport.

Communication records, such as the content of communications you send to us and our responses, including messages exchanged when arranging quotes, confirming bookings or discussing your service.

Payment and transaction data, such as payment confirmations and basic transaction details relating to the services you purchase from us. Card details are handled by payment processors and are not stored by us where we have chosen not to retain them.

Operational and site information, such as notes taken by our staff relating to the safe and efficient completion of your booking, including access notes, loading requirements and special handling needs.

Technical and usage data may be collected indirectly where you use online channels to contact us, such as device or browser information and basic usage statistics, to help ensure our services function securely and effectively.

Lawful bases for processing your data

We only process your personal data when we have a lawful basis to do so under data protection law. Depending on the context, we rely on the following lawful bases:

Contract. We process personal data where it is necessary to enter into and perform a contract with you. This includes handling enquiries, providing quotations, confirming bookings, planning and delivering your move or transport, and handling any queries about the service.

Legal obligation. We may need to process certain data to comply with legal obligations, such as record keeping, tax requirements, or responding to lawful requests from regulatory authorities.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, handling complaints, protecting our business against fraud or misuse, and maintaining the security of our operations.

Consent. In limited cases, we may rely on your consent, for example for certain types of direct marketing or optional communications. Where we rely on consent, you have the right to withdraw it at any time.

How we use your personal data

We use the personal data we collect for the following purposes:

To handle enquiries and provide quotes, including assessing your needs, estimating time and resources, and responding to your requests for information.

To manage bookings and deliver services, including confirming dates and times, planning routes, allocating staff and vehicles, and delivering your move or transport safely and efficiently.

To process payments and manage accounts, including issuing invoices, processing payments through selected providers, and maintaining appropriate records.

To communicate with you, including sending booking confirmations, service updates, and information about any changes that may affect your booking or service.

To manage customer relations and support, including handling complaints, queries and feedback, and improving our services and customer experience.

To ensure security, safety and compliance, including protecting our staff, customers and property, preventing fraud or misuse, and complying with applicable laws and regulations.

Data retention and storage

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet legal, accounting or reporting requirements.

Enquiry and quotation records are typically kept for a period that allows us to manage follow up communications and potential repeat bookings, after which they are securely deleted or anonymised unless a booking is made.

Booking and transaction records, including personal data linked to completed services, are generally retained for the duration required by legal and tax obligations, after which they are securely deleted or anonymised.

Communications and operational notes are kept for an appropriate period to handle disputes, complaints or queries relating to the service, and then are securely deleted or anonymised.

The specific retention period for a category of data may vary depending on the nature of the data and our legal obligations, but we will not keep your personal data longer than is reasonably necessary.

Data processors and sharing your information

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors are only permitted to use your data in accordance with our instructions and for the purposes set out in this Privacy Policy.

Types of data processors we may use include:

Payment service providers, to process payments securely and handle refunds where required.

IT and systems providers, who support the secure operation of our scheduling, communication and record keeping systems.

Professional advisers such as accountants or legal advisers, where necessary to comply with legal obligations or to protect our rights.

We may also share personal data when required by law, regulation, or a valid request from a public authority, or where necessary to protect our rights, property, staff, customers, or the safety of others.

We do not sell your personal data to third parties.

International data transfers

Where any of our processors or service providers are located outside the United Kingdom or the European Economic Area, we take steps to ensure that your personal data is given an equivalent level of protection. This may include using standard data protection clauses approved by the relevant authorities or ensuring that the recipient is subject to an adequacy decision or similar recognised safeguards.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, appropriate staff training, and regular review of our data handling practices.

While we take reasonable steps to secure your data, no system can be completely secure, and you should take care when sharing personal information with us, especially through open or unsecured channels.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exceptions, but we will respect them in accordance with applicable law.

Right of access. You have the right to request confirmation of whether we process your personal data and to obtain a copy of the personal data we hold about you.

Right to rectification. You have the right to request correction of any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction. You may request that we restrict the processing of your personal data in specific circumstances, such as while we verify the accuracy of the data or consider an objection you have raised.

Right to object. You have the right to object to processing that is based on our legitimate interests, on grounds relating to your particular situation. We will stop processing unless we have compelling legitimate grounds or the processing is required for legal reasons.

Right to data portability. In certain cases, you have the right to receive the personal data you have provided to us in a structured, commonly used and machine readable format, and to request that we transfer it to another controller where technically feasible.

Right to withdraw consent. Where we rely on consent as the lawful basis for processing, you have the right to withdraw your consent at any time. Withdrawal will not affect the lawfulness of processing prior to withdrawal.

Policy updates

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the services we provide. Any changes will take effect when the updated policy is made available. You should review this Privacy Policy periodically to stay informed about how we handle your personal data.