Privacy Policy

Man with Van Heston Privacy Policy

This Privacy Policy explains how Man with Van Heston collects, uses, stores and protects personal data relating to customers and prospective customers in our service area. It also describes your rights under the UK General Data Protection Regulation and related data protection laws. This policy applies to all Man with Van Heston customers and anyone who contacts us to enquire about or arrange our services within our operating area.

Who we are

Man with Van Heston is a provider of man and van, removal and related transport services. In relation to the personal data we collect, we act as a data controller. This means we decide how and why your personal data is processed, and we are responsible for ensuring that such processing complies with applicable data protection laws.

Personal data we collect

We collect and process different types of personal data in the course of providing our services. The categories of data we may collect include:

Identification and contact details, such as your name, postal address, pickup and drop-off addresses, and other contact details you choose to provide when enquiring about or booking our services.

Booking and service details, such as the date and time of your booking, nature and size of the items to be moved, access details at the collection and delivery locations, and any specific instructions related to your move.

Communication records, such as information you provide when you contact us by phone, online forms, or other communication methods, including records of enquiries, quotations and feedback.

Payment-related information, such as confirmation that payment has been made, partial payment references and method of payment. We do not store or process your full payment card details where payments are taken via secure third-party payment processors.

Technical and usage information, such as basic technical information that may be collected when you visit our online pages, including date and time of access and basic device information. Where we use cookies or similar technologies, this will be limited and for functional or analytical purposes.

How we collect your data

We collect personal data in several ways:

Directly from you when you contact us for a quote, make a booking, ask a question, provide feedback or otherwise communicate with us.

Indirectly from your use of our online pages, where limited technical data may be collected to enable us to operate and improve our services.

From third parties involved in the booking process, for example where a booking is made on your behalf by a family member, colleague or another organisation, or where a partner platform passes limited booking information to us to fulfil a service.

Lawful bases for processing

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

Performance of a contract. We process your personal data where it is necessary to provide our services to you, to prepare a quotation, to make a booking, to carry out the move, to communicate with you about your booking and to manage any changes or issues.

Legitimate interests. We process certain data for our legitimate business interests, such as managing and improving our services, maintaining records, preventing misuse of our services, handling complaints, training staff and ensuring the safety and security of our operations. We always balance these interests against your rights and expectations.

Legal obligations. We may process your data where it is necessary to comply with legal and regulatory obligations, such as tax, accounting or insurance requirements, or to respond to lawful requests from public authorities.

Consent. In limited circumstances, we may ask for your consent, for example where we wish to send you certain types of marketing communications not covered by our legitimate interests, or where non-essential cookies are used. You can withdraw consent at any time, although this will not affect the lawfulness of processing that took place before withdrawal.

How we use your personal data

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

To provide quotations, confirm availability and manage bookings for our man and van and related services.

To plan and carry out your move, including confirming addresses, access details and any special instructions necessary to perform the service safely and efficiently.

To communicate with you about your enquiry or booking, including confirmations, updates, changes, invoicing and after-service follow up where necessary.

To manage payments and accounting, including issuing invoices, processing refunds where applicable, and maintaining appropriate financial records.

To improve and develop our services, for example by analysing typical booking patterns, feedback and service usage to enhance efficiency and customer experience.

To maintain security, manage disputes or complaints, and establish, exercise or defend legal claims.

To comply with legal obligations and requirements from regulatory or public authorities.

Data sharing and processors

We do not sell your personal data. We may share your personal data in the following limited circumstances:

Service providers and processors. We may engage third-party companies to perform services on our behalf, such as payment processors, accounting and invoicing providers, IT and hosting providers, customer management systems, or communication tools. These providers act as processors and may only process your personal data according to our instructions and for the purposes described in this policy. We ensure that appropriate contractual and security measures are in place.

Operational partners. In some circumstances, to fulfil your booking, we may work with carefully selected operational partners, such as additional drivers or subcontractors. Where this is necessary, we share only the information required to deliver the service, such as your name, contact details, addresses and service details. These partners are required to handle your data securely and in line with applicable data protection laws.

Professional and legal advisors. We may share information with professional advisors such as accountants, insurers, or legal representatives where necessary for our legitimate business needs or to establish, exercise or defend legal claims.

Public authorities. We may disclose information where required by law or where we consider it necessary to protect our rights, safety or property, or those of our customers or others.

International transfers

Our primary data processing activities take place within the United Kingdom or the European Economic Area. If we use service providers that transfer or access personal data from outside these regions, we will ensure that appropriate safeguards are in place to protect your data, such as standard contractual clauses or equivalent measures required under data protection law.

Data retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, or as required by law.

Booking and service records, including basic contact details and booking information, are generally retained for a period that allows us to respond to queries, manage any potential disputes and meet tax and accounting obligations.

Communication records and customer service information may be retained for a similar period to help us respond to ongoing queries or complaints and to improve our services.

Where we no longer need personal data for the purposes for which it was collected, and there is no legal requirement to keep it, we will delete or anonymise it in a secure manner.

Your data protection rights

You have several rights in relation to your personal data under data protection law. These rights apply to all Man with Van Heston customers and individuals in our area whose data we process, subject to certain legal limitations. Your rights include:

Right of access. You can request confirmation of whether we process your personal data and ask for a copy of the personal data we hold about you.

Right to rectification. You can ask us to correct or complete personal data that is inaccurate or incomplete.

Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and no other lawful basis applies.

Right to restriction. You can ask us to restrict processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection you have raised.

Right to object. You can object to our processing of your personal data where we rely on legitimate interests, including any direct marketing activities. We will stop processing unless we have compelling legitimate grounds that override your interests or where processing is necessary for legal claims.

Right to data portability. Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a commonly used, machine-readable format, or that we transfer it to another controller where technically feasible.

Right to withdraw consent. Where we rely on consent for specific processing, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

Security of your data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to those who need it to perform their duties, using secure systems and maintaining appropriate policies and training. However, no method of transmission or storage is completely secure, and you should take care when sharing personal data with us.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our services or legal requirements. When we make changes, we will revise the date of the policy and, where appropriate, notify you of significant changes. We encourage you to review this policy periodically to stay informed about how we handle your personal data.

Contact and complaints

If you have any questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the contact details provided on our main customer information channels. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we process your personal data.