Privacy Policy - Manvan

Manvan is committed to protecting the privacy and personal data of all customers in the area where our services are offered. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our services, request a quote, book a move, or otherwise interact with us. It also explains the rights available to you under applicable data protection law, including the UK GDPR and, where relevant, the EU GDPR.

This policy applies to all Manvan customers in area, including prospective customers, current customers, and individuals who contact us on behalf of a household, business, or organization. By using our services, you acknowledge that your personal data will be handled in accordance with this Privacy Policy.

1. Information We Collect

We collect only the information that is necessary to provide our services, manage our business, and meet legal obligations. The categories of personal data we may collect include:

Identity information: name, title, and any details you provide when making an enquiry or booking.
Contact information: telephone number, email address, billing address, service address, and other location details needed to complete a move or related service.
Service and booking information: requested service type, moving dates, property access notes, special instructions, inventory details, and communications about your booking.
Payment information: payment status, transaction references, invoicing details, and limited financial information required for processing payments.
Correspondence and support records: messages, complaints, feedback, and records of telephone, email, or online communication.
Technical information: basic device or usage data collected through our systems, such as IP address, browser type, and log information, where needed for security, performance, and fraud prevention.
Operational information: information about access restrictions, parking arrangements, item handling requirements, and other details necessary to complete the service safely and efficiently.

We do not seek to collect sensitive personal data unless it is necessary and you choose to provide it, or unless required by law. If you share such information with us, we will handle it with appropriate care and only where there is a valid legal basis.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to manage bookings, schedule services, and complete moves or related work;
to communicate with you about your service, including changes, confirmations, and service updates;
to process payments, prepare invoices, and maintain accounting records;
to handle complaints, claims, and customer support requests;
to improve our services, operations, planning, and customer experience;
to comply with legal, regulatory, tax, and insurance obligations;
to detect, prevent, and investigate fraud, misuse, or security incidents;
to defend or establish legal claims where necessary.

We will only use your data in ways that are relevant, proportionate, and consistent with the purpose for which it was collected.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the circumstances, Manvan relies on one or more of the following bases:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, confirming bookings, carrying out services, managing payments, and communicating about the services you have requested.

Legal Obligation

We may process personal data to comply with legal obligations, such as tax recordkeeping, accounting requirements, insurance obligations, and responses to lawful requests from public authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include improving our services, ensuring operational efficiency, preventing fraud, managing customer relations, securing our systems, and maintaining business records.

Consent

Where required by law, we will rely on your consent, for example in specific marketing or optional communication contexts. If we ask for consent, you may withdraw it at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before it was withdrawn.

4. Data Sharing and Processors

We do not sell personal data. However, we may share information with trusted service providers and other third parties where necessary to operate our business and deliver services. These parties act as processors or independent controllers depending on their role.

Processors may include:

Payment service providers used to process transactions;
Accounting and invoicing providers used to manage financial records;
IT and cloud service providers used to store data, support communications, and maintain systems;
Customer support and communications tools used to handle enquiries and service updates;
Insurance, claims, and professional advisers where needed for business administration or dispute handling;
Logistics and operational partners where required to fulfil your booking or coordinate service delivery.

Where we use processors, we require them to handle personal data only on our instructions, to keep it secure, and to use it only for the purposes we specify. We may also disclose information if required by law, court order, regulatory obligation, or to protect our rights, customers, staff, or property.

5. International Transfers

If any of our processors or systems store or access personal data outside the UK or European Economic Area, we will ensure appropriate safeguards are in place. These safeguards may include standard contractual clauses or other legally approved transfer mechanisms designed to protect your personal data to a level consistent with applicable law.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, tax, insurance, and dispute resolution purposes. Retention periods vary depending on the type of data and the reason for processing.

In general:

enquiry and quote records are retained for a limited period unless they become part of a customer account or legal claim;
booking, service, invoicing, and payment records are retained for the period required by law and business necessity;
correspondence and complaint records are retained as long as needed to manage the matter and evidence compliance;
technical and security logs are retained for a proportionate period to support safety, troubleshooting, and incident investigation.

When data is no longer needed, we will securely delete, anonymize, or otherwise dispose of it in a safe manner.

7. Data Security

We take appropriate technical and organizational measures to protect personal data against unauthorized access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, staff confidentiality obligations, secure storage, backup systems, and monitoring of systems used to handle personal information. No system can be guaranteed to be completely secure, but we work to apply safeguards that are reasonable and proportionate to the nature of the data we process.

8. Your Rights

You have a number of rights under data protection law, subject to certain conditions and exemptions. These rights may include:

Right of access: to request a copy of the personal data we hold about you;
Right to rectification: to ask us to correct inaccurate or incomplete data;
Right to erasure: to request deletion of your personal data in certain situations;
Right to restriction: to ask us to limit processing in certain circumstances;
Right to data portability: to receive certain data in a structured, commonly used format, where applicable;
Right to object: to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We will aim to respond within the time limits set by law.

9. Automated Decision-Making

Manvan does not make decisions about you that produce legal or similarly significant effects based solely on automated processing, unless we have informed you and a lawful basis exists. If we ever introduce such processing, we will provide appropriate information about how it works and the rights available to you.

10. Marketing Communications

We may send limited service-related communications that are necessary to manage your booking or account. Where permitted, we may also send optional promotional messages about our services. You can object to marketing communications at any time, and we will stop sending them where required by law. Service messages are not marketing messages and may still be sent when needed to deliver the service you requested.

11. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data directly from children except where such information is provided by an adult customer in connection with a household service and only where necessary for the arrangement or safe delivery of that service.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our operations, legal requirements, or data protection practices. Any updated version will apply from the date it takes effect. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. General Statement

This Privacy Policy applies to all Manvan customers in area and is intended to ensure that personal data is processed fairly, lawfully, transparently, and securely. We are committed to respecting your privacy and to using personal data only for legitimate business and legal purposes. If you continue to use our services, you acknowledge that you have read and understood this policy.