Privacy Policy
Waterloo Movers Privacy Policy
This Privacy Policy explains how Waterloo Movers collects, uses, stores, and protects personal data relating to our customers in our service area. It is intended to comply with the General Data Protection Regulation and all applicable data protection laws. By using our moving and related services, you acknowledge that you have read and understood this Privacy Policy.
Scope and Data Controller
This Privacy Policy applies to all Waterloo Movers customers in our operating area, including individuals booking moves, receiving quotations, or contacting us for information. Waterloo Movers is the data controller for the personal data described in this Policy, determining the purposes and means of processing that data.
Personal Data We Collect
We collect and process different categories of personal data in the course of operating our business and providing our services. The data we may collect includes:
Identification and contact details: name, postal address, pick-up and delivery addresses, billing address, and other address details necessary to complete your move; contact information such as email address and any other contact channels you choose to use; and, where relevant, details of the property type or building access.
Service-related information: details about your requested services, such as move dates, inventory or item lists, special handling instructions, parking or access information, and notes about your preferences or requirements.
Booking and transaction data: information related to quotations, bookings, invoices, payments, and payment status. Payment card details may be processed by our payment service providers, who act as separate or joint controllers or processors, as applicable, and we do not store full card numbers ourselves when not necessary.
Communication data: records of your communications with us, such as emails, contact form submissions, and notes from telephone conversations or in-person meetings related to your move, queries, or complaints.
Technical and usage data: limited technical information collected when you visit our website, such as IP address, browser type, time and date of access, and pages visited. This is used for security, troubleshooting, and to improve our services.
Lawful Basis for Processing
We only process your personal data where a lawful basis applies. The main lawful bases we rely on are:
Contract: processing that is necessary to enter into or perform a contract with you, for example to provide a quotation, confirm a booking, plan and execute your move, issue invoices, and manage payments.
Legal obligation: processing that is necessary to comply with legal and regulatory requirements, such as maintaining appropriate accounting records or responding to lawful requests from public authorities.
Legitimate interests: processing that is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include planning and managing our operations, improving our services, ensuring network and information security, and pursuing or defending legal claims.
Consent: where required by law, we may rely on your consent, for example for certain types of marketing communications. You may withdraw your consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.
How We Use Personal Data
We use your personal data for the following purposes:
To provide our services: processing quotations and bookings, planning and carrying out moves, coordinating with you and any third parties involved, handling special requests, and providing customer support before, during, and after your move.
To manage our relationship with you: issuing contracts, invoices, and receipts; responding to questions or complaints; and notifying you about changes to our services, terms, or policies.
To operate and improve our business: analysing service usage, improving our logistics and customer experience, training our staff, and conducting internal audits and quality checks.
To protect our rights and comply with obligations: maintaining records for tax and accounting, preventing fraud or misuse of our services, and managing disputes or legal claims.
Data Sharing and Processors
We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy. These recipients may act as data processors, processing personal data on our behalf, or as separate controllers.
Categories of recipients may include:
Service providers: such as payment processing companies, IT and cloud hosting providers, route planning or scheduling software providers, and customer relationship management providers who support our operations.
Operational partners: where required to deliver your move, we may share relevant information with subcontracted moving teams or specialists, such as providers of storage units or equipment, where they are engaged to support your service.
Professional advisers and authorities: such as accountants, auditors, legal advisers, insurers, and public authorities where necessary to comply with legal and regulatory requirements or to establish, exercise, or defend legal rights.
Where we use data processors, we ensure that appropriate contracts are in place requiring them to process personal data only on our documented instructions, to keep it secure, and to assist us in fulfilling our data protection obligations.
International Transfers
Where it is necessary to transfer personal data to countries outside the European Economic Area or the United Kingdom that do not provide the same level of data protection, we will ensure that appropriate safeguards are in place. These may include the use of standard contractual clauses approved by relevant authorities or other lawful transfer mechanisms. You may contact us for further information about any such safeguards.
Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements.
In general, we retain:
Customer and contract records: for the duration of your relationship with us and for a defined period afterwards to resolve disputes, enforce contracts, and comply with legal obligations.
Financial and transaction data: for the periods required by tax and accounting laws.
Communications: for a limited period necessary to respond to your query, manage our relationship, and keep appropriate records of our interactions.
When it is no longer necessary to retain your personal data, we will delete or anonymise it in a secure manner.
User Rights Under Data Protection Law
As a data subject, you have a number of rights in relation to your personal data, subject to certain conditions and legal limitations. These rights include:
Right of access: you can request confirmation as to whether we process your personal data and obtain a copy of that data, together with information about how it is processed.
Right to rectification: you can ask us to correct or update inaccurate or incomplete personal data that we hold about you.
Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you have withdrawn consent and there is no other legal basis for processing.
Right to restriction of processing: you can request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or assess an objection you have raised.
Right to data portability: where processing is based on consent or on a contract and carried out by automated means, you may be entitled to receive personal data you provided to us in a structured, commonly used, and machine-readable format and to have that data transmitted to another controller where technically feasible.
Right to object: you can object to processing that is based on our legitimate interests, including profiling, on grounds relating to your particular situation. We will stop such processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where the processing is required for legal claims. You can also object at any time to processing for direct marketing purposes.
Right to withdraw consent: where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.
You also have the right to lodge a complaint with a supervisory authority if you believe that your data protection rights have been infringed.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. Measures may include access controls, staff training, secure storage, and regular review of our security practices. While we strive to protect your data, no system can be fully secure, and you should take care when sharing information with us.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updated version will be made available to our customers, and the date of the latest revision will be indicated. We encourage you to review this Policy periodically to stay informed about how we process your personal data.
