Privacy Policy

Marylebone Man and Van Privacy Policy

This Privacy Policy explains how Marylebone Man and Van collects, uses, stores and shares personal data about its customers and prospective customers. It applies to all Marylebone Man and Van customers and enquirers within our service area who contact us, request a quote, book a service, visit our website, or otherwise interact with us.

We are committed to protecting your privacy and handling your personal data in a transparent, fair and lawful way, in line with the UK General Data Protection Regulation and applicable data protection laws.

Who we are and scope of this policy

Marylebone Man and Van is a removals and transportation service operating in the Marylebone area and surrounding locations. This Privacy Policy covers all personal data processed by Marylebone Man and Van in connection with our services, including quotation requests, bookings, customer service communications and the operation of our website and related channels.

By using our services or providing your personal data, you acknowledge that you have read this Privacy Policy. We may update this policy from time to time and will apply the latest version to all new interactions from the date it is published.

What personal data we collect

The type of personal data we collect depends on how you interact with us. We only collect data that is relevant and necessary for the purposes described in this policy. This may include:

Identification and contact details: name, address, collection and delivery addresses, contact details such as mobile number and other telephone numbers, and communication preferences.

Booking and service details: dates and times of moves or transport, details of items to be moved, access information for properties, special instructions, notes relating to your booking and service history.

Communication data: information contained in enquiries, quotations, messages, feedback, reviews, and any correspondence with our team.

Payment and transaction data: limited information relating to payments such as transaction amounts, dates and payment method type. We do not store full card details if you pay by card; these are processed securely by our chosen payment processors.

Technical and usage data: when you visit our website we may collect technical data such as your IP address, browser type, device type, pages visited, and time spent on the site. This may involve the use of cookies or similar technologies where permitted by law and, where required, with your consent.

How we collect your data

We collect personal data in several ways:

Directly from you when you contact us, request a quote, make a booking, provide feedback, or communicate with us by phone, through our website, by message or in person.

Automatically when you use our website, via cookies and similar technologies that help us understand how visitors use our site and to improve the user experience.

From third parties where lawful, such as online advertising platforms or comparison sites, where you have submitted your details for a quotation or service involving Marylebone Man and Van.

Lawful basis for processing your data

We only process your personal data when we have a valid lawful basis under data protection laws. Depending on the context, we may rely on the following lawful bases:

Contract: to take steps at your request before entering into a contract, or to perform a contract with you. This includes providing quotations, confirming and managing bookings, delivering our services, communicating with you about your move or transport, and handling billing and payments.

Legal obligation: to comply with legal and regulatory requirements, for example relating to tax, accounting, record keeping, or responding to requests from competent authorities where we are legally required to do so.

Legitimate interests: where processing is necessary for our legitimate business interests, and these interests are not overridden by your rights and freedoms. This may include improving and developing our services, managing and protecting our business and website, preventing and detecting fraud or misuse, and handling routine customer service interactions. When we rely on legitimate interests, we consider and balance any potential impact on you.

Consent: where we rely on your consent, for example for certain types of marketing communications or non-essential cookies, we will ask you clearly for your permission. You can withdraw your consent at any time, without affecting the lawfulness of processing before withdrawal.

How we use your personal data

We use personal data for the following purposes:

To provide and manage our services, including processing enquiries, issuing quotations, confirming bookings, planning and carrying out moves and transport, and providing customer support before, during and after your service.

To communicate with you, including sending booking confirmations, updates, reminders, responses to your questions, and necessary information about your service.

To manage payments and accounts, including invoicing, processing payments via our payment processors, resolving payment issues, and maintaining financial records.

To improve our services, website and customer experience, including monitoring usage patterns, troubleshooting issues, and developing new features or offerings.

To manage our business and protect our interests, including security, fraud prevention, dispute resolution, and enforcing our terms and conditions.

To send you marketing communications where permitted by law or where you have given your consent. You can opt out of marketing at any time.

Data sharing and processors

We do not sell your personal data. We may share your data with carefully selected third parties, only where necessary and always in line with this Privacy Policy and data protection laws.

We may share your data with:

Service providers acting as data processors who provide services on our behalf, such as payment processing, website hosting, IT support, customer relationship management tools, communication platforms, and analytics services. These processors are only permitted to process your data in accordance with our instructions and must implement appropriate security measures.

Professional advisers, such as accountants, lawyers, or insurers, where necessary for the management and protection of our business and to comply with our legal obligations.

Public authorities, regulators or law enforcement agencies where we are legally required to do so, or where it is necessary to protect our rights, property, or the safety of our customers or others.

If we are involved in a business restructuring, merger, or transfer of assets, personal data may be shared with relevant parties, subject to appropriate confidentiality and data protection safeguards.

International transfers

Some of our service providers or their systems may be located outside the United Kingdom. Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to protect your data in accordance with applicable law.

Data retention

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

In general:

Enquiry and quotation data may be kept for a period necessary to manage and analyse our business and deal with any follow-up questions or potential bookings.

Booking and service records, including related communications and invoices, are typically retained for the duration of your relationship with us and for a reasonable period afterwards, in line with legal and tax obligations and limitation periods for potential claims.

Marketing data is retained while you remain interested in our services or until you object or withdraw consent.

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

How we protect your data

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include access controls, security protocols for our systems, staff training, and the careful selection and monitoring of our data processors.

While we take reasonable steps to secure your data, no system can be completely secure. You are responsible for taking sensible precautions when communicating with us and when providing information online.

Your data protection rights

Under data protection laws, you have certain rights in relation to your personal data. These rights may be subject to conditions and legal exemptions. They include:

Right of access: you can request confirmation of whether we process your personal data and obtain a copy of that data, along with certain other information.

Right to rectification: you can ask us to correct inaccurate personal data and complete incomplete data.

Right to erasure: in certain circumstances, you can ask us to 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 there is no other lawful basis for processing.

Right to restriction: you can request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of your data or deal with an objection.

Right to data portability: in some cases, you can ask us to provide your personal data in a structured, commonly used and machine readable format and to transmit it to another controller where technically feasible.

Right to object: you can object to processing based on our legitimate interests or for direct marketing. We will stop processing your data for marketing purposes when you object.

Rights related to consent: where we rely on consent, you can withdraw your consent at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond to your request in accordance with legal time limits.

Complaints and contact

If you have concerns about how we handle your personal data or about this Privacy Policy, you can contact us using the contact details available on our website or other usual communication channels. We will aim to resolve your concerns promptly and fairly.

You also have the right to lodge a complaint with the relevant data protection authority in the United Kingdom if you are unhappy with how we have used your data. We encourage you to contact us first so we can address your concerns directly.

This Privacy Policy applies to all Marylebone Man and Van customers, prospective customers and website users within our service area and is intended to provide clear and transparent information about our data processing practices.