PRIVACY POLICY

At Removalsquad.co.uk we are dedicated to safeguarding and preserving your privacy when visiting our Website/App or communicating electronically with us.

The policy: This privacy policy notice is for this website; [www.removalsquad.co.uk] and our App and served by Van Technologies Ltd whose registered office is 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ and governs the privacy of those who use it.

The purpose of this policy is to explain to you how we control, process, handle and protect your personal information while browsing or using our Website or App, including your rights under current laws and regulations. If you do not agree to the following policy you may wish to cease viewing / using our website or App (which are available from the App Store or Google Play Store)] or who otherwise gives us information either voluntarily or automatically when they interact with us online, email or on the phone.

We (Removalsquad) recommend you read this Privacy Notice to the end, so that you know what we do and what your rights are.

1. CONTACT DETAILS

If you have any queries or requests concerning this privacy policy or how we handle your data more generally, please get in touch with us using the following details.

1. By contacting our Support team at: https://removalsquad.co.uk/help or +44 203 151 3006
2. By contacting our Data Officer: [email protected]

2. WHAT DOES REMOVALSQUAD DO?

We provide an online booking platform to individuals (“you” or “your”) via the web or App to obtain logistical services from a pre- selected pool of vetted community, of van drivers/porters, (each a “Driver/Porter”) so you can select price, date and time best suited to you and we (’Removalsquad’) provide the technical support to connect you with a Driver/Porter.

3. GENERAL INFORMATION WE COLLECT

If you are visiting our App or Website, then we generally collect the following information automatically. We also collect this information if you use the App/website to book a service namely a driver or porter

Whenever you visit our App/Website information about your device, location, IP address and browser maybe collected by us. Depending on the device you are using and how it is set up we may collect information such as:

1. your device type (OS, model and manufacturer);
2. your IP address;
3. your unique device identification number;
4. your browser;
5. your location
6. and any other technical information supplied by your device or ISP;

We may also collect information about the pages you visited on our App/Website and how long you spent on them and which links you clicked on. We do this so we can understand how people use our App/website and how we can better our users experience.

We collect some of this information using cookies and similar tracking software. You can learn more in our Cookie Policy.

If you decide to contact us via phone or email, then we will collect the information your give us on the phone or in your email. Which will be similar to the information we collect when you use our App/Website to book a Driver/Porter.

4. PERSONAL INFORMATION WE COLLECT

If you decide to book a Driver/Porter through our App/website, we will collect the personal information that you give us voluntarily through our App/Website. This will usually be through you completing an Online or App booking, via telephone sending us an email via the email address displayed on our App or Website.

This information might include but not limited to:

1. your name and full address
2. your contact information e.g. your email address and a telephone number;
3. your full home and/or business address;
4. payment information;
5. and any other personal information that you give to us to help us to book a driver/porter for you;

The list above is just an example of the type of information we might need, but any personal information you give to us will be dealt with as set out in this Privacy Notice.

We will also collect the same information automatically as we set out above. Most of the personal information we collect is provided by you, however we may also collect information from other sources.

If your give us information about your health or another type of special category data, then we will only process this with your consent.

1. Your location

When your status is set to “logged in” (i.e. searching for a driver with a van) on the App, we intermittently collect your location data. If you do not want us to view your location, please change your App status to offline, by logging out, but please note that you will need to be online on the App to be able to check on any live or future booked job(s) status etc.

2. Your use of the App and Customer Support

When you use the App we collect information about your usage of the App, including about your status and (when online) your job and booking progress.

When you interact with our support function via email, phone, post, chat or on the App (“App Support”) or Customers including when you report any incident, our team may collect and use information about you. Your communications with us will be stored. If you contact Support by phone, your calls may be recorded for internal support training and improvement purposes.

3. Cookies

We use cookies or other similar technologies to enable auto-login for you into the App, for API authentication and to obtain technical information about your device that may affect the technical functionality of the App, for example, certain characteristics of and performance data about your device, App and operating system, including your device type, network connection type, app version, phone language, screen size and platform.

You have the right to use your device settings to reject or remove these functional technologies, however please be aware that if you do this, the App will not function correctly and you will not be able to carry out your services as a driver/porter with Removalsquad.

5. WHY WE COLLECT ADDRESS INFORMATION

The information we collect form you when you use our App/Website to book a driver/porter is needed, so that we can match your requirements with a suitable driver/porter. As we need to know your pick up location so that we know where to collect your item(s) from and your drop of location so that we know where you want your item (s) to be delivered.

6. USE OF YOUR INFORMATION AND WHY

1. We will only process the data we collect about you if there is a reason for doing so, and if that reason is permitted under data protection law. We will have a lawful basis for processing your information if: we need to process your information for the performance of a contract with you, or at your request before we enter into a contract; we have your consent; we have a justifiable reason for processing your data; it is in the public interest for us to process your data; or we are under a legal obligation to do so.

2. We will share your personal information with the Driver/Porter that our system automatically selects, to complete your booked job.

3. Where we need to process your information for the performance of a contract with you, or at your request before we enter into a contract, we use your information:

   1. to provide and manage your job request or booking and your, account, including to execute your User Agreement;

   2. to provide you with access to and use of the App/Website as a means of Removalsquad engaging you, including to enable you to book jobs and to provide you with the self-service booking tool;

   3. to communicate with you about operational information relating to our services to you, such as any important changes or developments to the App/Website and about your upcoming booked jobs;

   4. to enable Removalsquad Support and Customer Services to communicate with you to support your the services we offer to you;

   5. to enable you to access and use of the Removalsquad store website and services to order, pay for and receive delivery of Removalsquad packaging or moving materials;

4. We also process your data where we have a justifiable reason for doing so. We have listed these reasons below:

   1. To communicate with you

      1. to help you to complete your application;

      2. to contact you for your feedback on your experience;

      3. to inform you about special offers or promotions or by referring your contacts as customers

      4. to send you news and information in connection with business processes and to help you to understand more about Removalsquad, such as by sending you the “vansletter”, tech updates

      5. to provide Removalsquad services and a positive experience to our customers, such as by providing live job progress updates using your job progress swipes on the App.

   2. To protect Removalsquad

      1. for the exercise or defence of legal claims and to exercise and protect the rights of Removalsquad and customers, or others, including determining our liability;

      2. to enforce the terms of your Agreement and keep records of such enforcement, including using your data to analyse whether you have breached your Agreement (such as by misusing the App or acting fraudulently), which may result in us disabling or terminating your Agreement if we have the right to do so;

      3. to investigate any complaints or incident reports relating to a driver/porter and to prevent fraud or other misuse of our systems and services;

   3. For referrals and initiatives

      1. to enable your referrer to understand whether they are eligible to receive a referral fee, if you use a referral code in your booking;

      2. to administrate and develop events and other initiatives;

5. Where we are under a legal obligation to do so we may use your information:

   1. to keep a record of payments made by you; and

   2. to comply with any other legal obligation or regulatory requirement to which we are subject

6. Data protection law describes some processing activities in this section as profiling (see above). You have certain rights in relation to this type of processing. Please see 'Your Rights' section below for more information.

7. Where we rely on our justifiable reasons for processing as a basis for processing your personal information, we carry out a ‘balancing test’ to ensure that our processing is necessary and that your fundamental rights of privacy are not outweighed by our justifiable reasons for processing

7. DIRECT MARKETING

Where you have given your consent or where we have a justifiable reason for doing so (and are permitted to do so by law) we will use your information to let you know by email about Removalsquad’s products and services (such as special offers and store discounts) and/or any promotions from third parties which are designed to save you money, such as by reducing the cost of providing our services to you and by helping us to provide the services more safely through special deals we find for you. You always have the option to unsubscribe from these emails.

8. AUTOMATED DECISION-MAKING

A completed job under your Agreement is the collection of item(s) from one or more pick up location(s) and delivered to one or more drop off location(s).. Fees are paid for completed jobs only. We analyse your data and automatically confirm which jobs you are due to pay for.

You can choose to unassign from a booking at any time as long as you have given us at least 24 hours prior notice, through the App where possible or by contacting Support. Choosing to not to pay for a completed a job, is fraudulent activity and a serious breach of your Agreement.

Given the volume of jobs we deal with, we use automated systems to make the automated decisions described above as they provide a more accurate, fair and efficient way of identifying suspected fraud, preventing repeated breaches of your Agreement and limiting the negative impact on our service. Human checks would simply not be possible in the time frames and given the volumes of jobs that we deal with.

You have the right to contest the automated decisions referred to in this section by using the contact details set out in this privacy policy, in which case a person will review the decision.

9. LOCATION INFORMATION

To participate as a Removal Squad Partner agent, you must permit the Van Technologies Ltd Services to access location services through the permission system used by your mobile operating system (“Platform”) or browser. We may collect the precise location of your device when Removal Squad Partner app is running in the foreground or background of your device. We may also derive your approximate location from your IP address. We use your location information to verify that you are present in your preferred region or city when you begin or engage in a delivery through the Van Technologies Ltd Services (a “Delivery”), connect you with delivery opportunities in your zone, and track the progress and completion of your Deliveries. You can enable the location tracking feature through the settings on your device or Platform or when prompted by the Removal Squad Partner mobile app. If you choose to disable the location feature through the settings on your device or Platform, Removal Squad Partner will not receive precise location information from your device, which will prevent you from being able to Trip and receiving delivery opportunities in your area.

10. SHARING YOUR INFORMATION

1. The information we collect about you will be transferred to and stored on our servers located within the EU. We are very careful and transparent about who else your information is shared with globally.

2. Sharing your information internally: We share your information with other Removalsquad group companies only where necessary for the purposes set out in section 3.

3. Sharing your information with third parties: We share your information with third party service providers who will store your information on their servers. The types of third party service providers whom we share your information with includes:

   1. IT service providers: including cloud, software, analytic, communications and data storage providers and SDKs.

   2. Operational service providers: including feedback and survey providers, and our support service providers, payment providers, user research partners, professional advisors, financial services providers and other suppliers, business partners, contractors and subcontractors.

   3. Partner Apps and customers: we provide limited information to Partner Apps who have accepted your job, for the purposes of our operations.

   4. Insurance companies: if you decide to purchase third party products or services (such as insurance), or where you are you or the provider may request that we provide your information to the provider to enable them to provide the products, services or policy to you, so we will share this information for this purpose. We may also need to share your information with our insurers to establish whether we are liable for any incident you have been involved in whilst a driver/porter was providing a service to you.

   5. Driver/Porter perk partners: If you have indicated an interest in their services.

   6. Media: where we have the legal right to do so, such as if you share (including by publishing or causing to be published) any details about your driver/porter services from Removalsquad which are misleading or inconsistent with our records of our service to you including regarding details about your job, we may share your information (such as in the form of a correction) with the media.

4. In applicable circumstances, we may also share your information:

   1. a if our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors;

   2. if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement. This includes where we’re under a legal obligation to respond to police data requests or to exchange information with other companies and organisations for the purposes of fraud protection and prevention;

   3. where we reasonably believe that you or another person has been harmed or is at risk of harm in connection with your services for Removalsquad;

   4. in order to enforce our contractual terms with you;

   5. in the event of a dispute relating to our services to you, or to protect the rights of Removalsquad, drivers/porters, or others, including to prevent fraud;

   6. with such third parties as we reasonably consider necessary in order to detect or prevent crime, e.g. the police; and

   7. when a driver/porter engages a customer, the driver/porter and customer will have access to each others’ information shown in the App, such as recent jobs, upcoming job etc. If a driver/porter makes a request to us for access to their personal data then in our response we may provide to the driver/porter some personal data about the customer, for example data relating to jobs the driver/porter has worked on.

5. International data transfers: In some cases the personal data we collect from you might be processed outside the European Economic Area (“EEA”), (which are set out on www.removalsquad.co.uk). These countries may not have the same protections for your personal data as the EEA has. However, we are obliged to ensure that the personal data that is processed by us and our suppliers outside of the EEA is protected in the same ways as it would be if it was processed within the EEA. There are therefore certain safeguards in place when your data is processed outside of the EEA.

    

   1. We ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

      1. your personal data is transferred to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission;

      2. we use the EU approved Standard Contractual Clauses; and

      3. where your personal data is transferred to third party providers based in the US, data may be transferred to them if they have self-certified under the Privacy Shield framework in relation to the type of data being transferred, which requires them to provide similar protection to personal data shared between the EU and the US.

   2. Please contact us using the contact details above if you want further information on the countries to which personal data may be transferred and the specific mechanism used by us when transferring your personal data out of the EEA 

11. RETENTION OF YOUR INFORMATION 

1. We will not retain your information for any longer than we think is necessary.
2. Information that we collect will be retained for as long as needed to fulfil the purposes outlined in the ‘Use of my information’ section above, in line with our justifiable reasons for processing or for a period specifically required by applicable regulations or laws, such as retaining the information for regulatory reporting purposes.
3. When determining the relevant retention periods, we will take into account factors including:
   1. our contractual obligations and rights in relation to the information involved;
   2. legal obligation(s) under applicable law to retain data for a certain period of time;
   3. statute of limitations under applicable law(s);
   4. our justifiable reasons for processing where we have carried out balancing tests (see section on ‘Use of your information and why’ above);
   5. (potential) disputes; and
   6. guidelines issued by relevant data protection authorities.
4. Otherwise, we securely erase your information where we no longer require your information for the purposes collected.

12. SECURITY 

1. We adopt robust technologies and policies to ensure the personal information we hold about you is suitably protected.
2. We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage.
3. Where you have chosen a password which allows you to access certain parts of the App/Website, you are responsible for keeping this password confidential. We advise you not to share your password with anyone, other than any substitute you are working with. If you do choose to share your password with your substitute, please make sure they are also aware that they must keep it confidential and secure and not share it with anyone else.
4. Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to us; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

13. YOUR RIGHTS

Under data protection law, you may have a number of rights concerning the data we hold about you. If you wish to exercise any of these rights, please contact us using the contact details set out below. For additional information on your rights, please contact your data protection authority.

1. The right to be informed. You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this policy.

2. The right of access. You have the right to obtain access to your information (if we’re processing it). This will enable you, for example, to check that we’re using your information in accordance with data protection law. If you wish to access the information we hold about you in this way, please get in touch (see Contact Details).

3. The right to rectification. You are entitled to have your information corrected if it is inaccurate or incomplete. You can request that we rectify any errors in information that we hold by contacting us (see Contact Details).

4. The right to erasure. This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of the information that we hold about you by contacting us (see Contact Details). The right is not absolute and only applies in certain circumstances.

5. The right to restrict processing. You have rights to ‘block’ or ‘suppress’ further use of your information. When processing is restricted, we can still store your information, but will not use it further.

6. The right to data portability. You have the right to obtain your personal information in an accessible and transferable format so that you can re-use it for your own purposes across different service providers. This is not a general right however and there are exceptions. To learn more please get in touch (see Contact Details).

7. The right to lodge a complaint. You have the right to lodge a complaint about the way we handle or process your information with a competent data protection authority (see Complaints).

8. The right to withdraw consent. If you have given your consent to anything we do with your information (i.e. if we rely on consent as a legal basis for processing certain information), you have the right to withdraw that consent at any time. You can do this by contacting us (see Contact Details). Withdrawing consent will not however make unlawful our use of your information while consent had been apparent.

9. The right to object to processing. You have the right to raise an objection to certain types of processing, including processing for direct marketing and profiling. You can object by contacting us on the details above (Contact Details).

14. CHANGES TO OUR PRIVACY POLICY 

Any changes to our Privacy Policy will be posted to the App and, as appropriate, through notification in the App or by email.

This privacy policy was last updated: 1st April 2020

15. COMPLAINTS

If you’re not satisfied with our response to any complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) using the following details:

• Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

• Telephone number: 0303 123 1113

• Website: www.ico.org.uk

Van Technologies Ltd, 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ