Privacy Policy

Elephant and Castle Man and Van Privacy Policy

This Privacy Policy explains how Elephant and Castle Man and Van collects, uses, stores, and protects personal data relating to customers and potential customers in the Elephant and Castle area. It also describes your rights under the UK General Data Protection Regulation and related data protection laws. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Elephant and Castle Man and Van customers and prospective customers in the Elephant and Castle area, including anyone who contacts us to request a quote, make a booking, or enquire about our services. It covers personal data collected through our website, by telephone, in person, or by any other means of communication that we use to provide our services.

Data Controller

Elephant and Castle Man and Van is the data controller for the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is carried out in accordance with applicable data protection laws.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The types of personal data we may collect include the following categories.

Identity and contact information, such as your name, title, and contact details, including your address in the Elephant and Castle area or another address relevant to the service, and your preferred contact methods.

Service and booking information, such as details of the move or transport you require, collection and delivery addresses, dates and times of service, property access information, parking details, inventory or item descriptions, and any special instructions you provide.

Communication information, such as records of communications with you, including enquiries, quotes, confirmations, complaints, and feedback that you provide about our services.

Payment and transaction information, such as records of payments you make to us and the services purchased. We do not store your full payment card details, as these are processed by our chosen payment service providers.

Technical and usage information, where applicable, such as basic technical details from your use of our website or online tools. This may include information sent by your browser, such as IP address, device type, and general usage patterns, to help us understand how our online services are used.

How We Collect Your Personal Data

We may collect your personal data in a number of ways. You may provide it directly to us when you contact us to request a quote, make a booking, or ask a question about our services. You may also provide information during the course of a job when we visit your property or handle your items.

We may receive limited personal data from third parties where this is necessary to provide our services, for example where an agency, landlord, or business partner coordinates a move on your behalf and provides your details to us with your knowledge.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are set out below.

Performance of a contract. We process your personal data when it is necessary to enter into and fulfil a contract with you, such as providing man and van services, arranging bookings, issuing confirmations, and handling payments.

Legitimate interests. We may process your personal data where this is necessary for our legitimate business interests, provided your interests and fundamental rights are not overridden. These interests include managing our daily operations, improving our services, responding to enquiries and complaints, maintaining security and safety of our staff and vehicles, and keeping appropriate business records.

Legal obligations. We may process your personal data where this is necessary to comply with our legal obligations, for example obligations relating to tax, accounting, or responding to lawful requests from regulatory or law enforcement authorities.

Consent. In limited cases, we may rely on your consent, for example in relation to certain forms of direct marketing that are not covered by our legitimate interests. Where we rely on consent, you have the right to withdraw your consent at any time.

How We Use Your Personal Data

We use your personal data for the purposes described in this Privacy Policy, including to provide and manage our services. This includes handling enquiries and quote requests, creating and managing bookings, planning and carrying out moves and deliveries, and issuing invoices and receipts.

We use your data to communicate with you about the services you request, including confirmations, changes to bookings, and service updates. We may also use your data to manage our relationship with you, such as asking for feedback and addressing any concerns or complaints.

We may use limited information for administrative, financial, and operational purposes, such as internal reporting, service planning, staff training, and service improvement. Where we use your data for marketing our services, we do so in line with applicable laws and your communication preferences.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet any legal, accounting, or reporting requirements. The retention period will vary depending on the nature of the data and the reasons for its collection.

In general, we retain customer and booking records for a reasonable period after the service has been completed to handle any queries, complaints, or legal claims that may arise. Financial and transactional records may be kept for longer where this is required by tax or accounting law.

When personal data is no longer needed, we will securely delete or anonymise it so that it can no longer be linked to an identifiable individual.

Data Processors and Third Parties

We may share your personal data with trusted third-party service providers who act as data processors on our behalf. These providers only process your data in accordance with our instructions and for the purposes described in this Privacy Policy.

Examples of such processors may include payment service providers who process your payments, providers of booking or scheduling tools, and providers of data storage or business software that we use to manage our operations. We ensure that such processors are subject to appropriate contractual and security obligations.

We may also share limited personal data with other third parties where necessary, for example with professional advisers such as accountants or legal advisers, with insurance providers, or with law enforcement and regulatory authorities where required by law or to protect our legal rights.

We do not sell your personal data to third parties.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, your personal data may be transferred to countries that may have different data protection laws. In such cases, we ensure that appropriate safeguards are in place to protect your personal data, for example by using standard contractual clauses or ensuring that the recipient country has an adequate level of protection as recognised by relevant authorities.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include restricting access to personal data to those employees and contractors who need it to perform their duties, using secure storage systems, and regularly reviewing our data protection practices.

While we take reasonable steps to protect your personal data, no system can be guaranteed to be completely secure, and you should take care when sharing information with us, especially over open networks.

Your Data Protection Rights

You have a number of rights under data protection law in relation to your personal data. These include the right to access your personal data and receive a copy of the information we hold about you. You may also have the right to request that we correct any inaccurate or incomplete data.

You may request that we erase your personal data in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected or where you have withdrawn your consent and there is no other lawful basis for processing. You may also request that we restrict the processing of your data in certain situations.

You have the right to object to processing that is based on our legitimate interests, including certain types of direct marketing. Where we rely on consent as the lawful basis for processing, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

You have the right to request the transfer of your personal data to you or to another controller in a structured, commonly used, and machine-readable format, where this is technically feasible and where the processing is based on consent or on a contract and carried out by automated means.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided on our website or in our service communications.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your rights have been infringed or that your personal data has been handled in a way that does not comply with data protection law. We encourage you to contact us first so that we can try to resolve your concerns.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our data processing practices, or applicable laws. Any updates will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.