Privacy Policy - Removals Tofrance

This Privacy Policy explains how Removals Tofrance collects, uses, stores, shares, and protects personal data when providing removals and related services. It applies to all Removals Tofrance customers in the area where our services are offered, including individuals, families, and business customers who contact us, request a quote, book a service, or otherwise interact with us.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and, where applicable, the EU GDPR.

1. Who we are and scope of this policy

Removals Tofrance provides removals, packing, transport, storage coordination, and related logistics services. In providing these services, we may need to collect and process personal data about our customers, their household members, authorised representatives, business contacts, and other relevant individuals connected to a booking or enquiry.

This policy applies to all customers of Removals Tofrance in the area in which we operate. It covers personal data collected online, by email, by telephone, in person, through quotations, booking forms, surveys, or during the performance of a service.

2. Personal data we collect

We only collect personal data that is relevant and necessary for our services. Depending on your interaction with us, we may collect the following categories:

Identity data such as name, title, and, where relevant, company name.
Contact data such as address, email address, telephone number, and moving destination details.
Booking and service data such as move date, inventory details, access requirements, special handling instructions, and service preferences.
Financial data such as billing information, payment records, and transaction details.
Communication data such as correspondence with us, complaints, feedback, and records of calls or messages where permitted.
Technical data where applicable, such as device or browser information if you interact with any digital services we use.
Special category data only where strictly necessary and only if you voluntarily provide it, for example information about health, accessibility needs, or mobility requirements that affect the move.

We do not intentionally collect more data than is needed. If you provide information about other people, such as family members, tenants, employees, or building managers, you should ensure you have the right to share that information with us.

3. How we use personal data

We use personal data to deliver our services efficiently, safely, and lawfully. This may include:

providing quotes and assessing service requirements;
managing bookings, planning removals, and coordinating logistics;
communicating about schedules, access arrangements, and service updates;
processing payments, invoicing, and handling refunds where applicable;
maintaining service records and resolving disputes or complaints;
meeting legal, regulatory, tax, insurance, and accounting obligations;
protecting against fraud, misuse, or security incidents;
improving our services, internal operations, and customer experience.

Where required, we may also use data to respond to lawful requests from authorities or to establish, exercise, or defend legal claims.

4. Lawful basis for processing

We process personal data only where we have a lawful basis under data protection law. Depending on the context, our lawful bases may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes quoting, booking, arranging, and delivering removals services, as well as invoicing and customer support connected to that contract.

Legal obligation

We may process data where necessary to comply with legal or regulatory duties, including tax, accounting, insurance, and record-keeping requirements.

Legitimate interests

We may process data for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing customer relationships, improving operations, protecting our business, preventing fraud, and maintaining the security of our systems and services.

Consent

Where required by law, we rely on your consent, for example for optional communications or for processing certain sensitive data that you choose to provide and which is not otherwise necessary for the service. You may withdraw consent at any time, without affecting the lawfulness of processing already carried out.

Vital interests or public interest

In rare circumstances, we may process data to protect someone???s vital interests or where required for reasons of public interest, in line with applicable law.

5. Retention of personal data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, and operational requirements. The exact retention period depends on the type of information and the reason for processing.

Quote and booking information: retained for the duration of the customer relationship and for a reasonable period afterwards for administration and dispute handling.
Financial and accounting records: retained for the periods required by applicable tax and accounting laws.
Complaint or claims records: retained for as long as needed to investigate, resolve, or defend claims.
Operational notes and service records: retained only as long as necessary for service management, quality assurance, or legal protection.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Sharing personal data and processors

We may share personal data with trusted third parties where necessary for the running of our business and the delivery of services. These parties act either as processors or, in some cases, as independent controllers.

Processors are organisations that process personal data on our instructions and under contract. They may include:

IT and cloud service providers;
customer relationship, quoting, and booking management platforms;
payment processing and billing providers;
email, document storage, and administrative support services;
secure data backup and cybersecurity providers;
professional advisers acting under confidentiality obligations.

Where a third party acts as an independent controller, such as an insurer, accountant, or legal adviser, they will be responsible for their own handling of your data under applicable law.

We require all processors to protect personal data appropriately, process it only for specified purposes, and implement suitable technical and organisational security measures.

7. International transfers

If personal data is transferred outside the UK or the EEA, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal mechanisms. We will take steps to ensure your data remains protected to a standard that is consistent with applicable data protection law.

8. Data security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, staff confidentiality obligations, secure storage, and regular review of our internal procedures.

While no system can be guaranteed completely secure, we take reasonable steps to reduce the risk of misuse or unauthorised processing.

9. Your rights

Under data protection law, you may have several rights in relation to your personal data. These rights are subject to conditions and legal exemptions. They may include:

Right of access to obtain a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete information.
Right to erasure to request deletion of your data in certain circumstances.
Right to restriction to limit how we use your data in certain situations.
Right to data portability to receive certain data in a structured, commonly used format.
Right to object to processing based on legitimate interests or for direct marketing, where applicable.
Right to withdraw consent where processing is based on consent.

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

10. Children???s data

Our services are generally intended for adults. We do not knowingly seek to collect children???s personal data except where it is incidentally included in a booking or service arrangement and only when necessary for the proper performance of our services. Where such data is processed, we apply the same safeguards and principles set out in this policy.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. The latest version will apply to your use of our services from the date it takes effect. We encourage customers to review this policy periodically so they remain informed about how we protect personal data.

12. Fair processing commitment

We respect your privacy and aim to collect only the information we need, use it only for clear and lawful purposes, and keep it only for as long as necessary. Removals Tofrance customers in the area can rely on us to process personal data responsibly, securely, and in line with the principles of lawfulness, fairness, transparency, data minimisation, accuracy, storage limitation, integrity, and confidentiality.

By using our services, requesting a quote, or making a booking, you acknowledge that you have read this Privacy Policy and understand how your personal data may be handled.