Privacy policy

Who we are

Not Just Any Van ("NJAV", "we", "us") is a booking, coordination and customer service platform that connects customers with independent removals companies and specialist transport providers in Norfolk and beyond. We are the data controller for the personal information described in this policy. You can reach us at info@notjustanyvan.uk or on 01603 267 440. We are a service-area business and do not operate a public premises.

What we collect

We collect different information depending on how you deal with us.

• Enquiry and booking details — your name, phone number, email address, collection and delivery addresses, property type and floor level, access and parking, an inventory or description of what is moving, packing and dismantling requirements, specialist or high-value items, and your preferred dates.
• Photographs and video you choose to send us or a supplier as part of a survey or quotation.
• Supplier application details, if you apply to carry work for us — company and contact name, phone, email, base town, fleet and crew information, insurance policy details and limits, coverage areas, and the declarations you make on the form.
• Payment and booking records — what was booked, what was paid and when. Card payments are processed by Stripe: you enter your card details with Stripe directly, and we never see or store them.
• Correspondence — calls, emails and messages between us, and notes we make about your move so the next person you speak to knows where things stand.
• Technical information — your IP address and basic request data recorded in our hosting provider's server logs, and, if you consent, the analytics information described under "Cookies and analytics" below.

Why we use it, and our lawful basis

UK GDPR requires us to have a lawful basis for each thing we do with your information. Ours are these.

• To arrange and coordinate your move — obtaining quotations, matching you to a supplier, arranging surveys, confirming bookings, collecting payment and supporting you through to completion. Lawful basis: performance of a contract with you, or steps taken at your request before entering one.
• To answer enquiries and messages you send us. Lawful basis: our legitimate interest in responding to people who contact us, or steps taken before a contract.
• To assess and vet supplier applications, including verifying insurance and documents with insurers and issuing bodies. Lawful basis: legitimate interests — running a network of firms we can stand behind — and, for the applicant, steps taken before a contract.
• To keep records of bookings, payments and complaints. Lawful basis: legal obligation, and our legitimate interest in defending claims and resolving disputes.
• To ask for a review after a completed move. Lawful basis: legitimate interests. You do not have to leave one and we will not chase you.
• To measure how the website is used and how well our advertising works. Lawful basis: your consent, given through the cookie banner and withdrawable at any time.

Who we share it with

We do not sell your personal information, and we do not pass your enquiry to multiple removals firms to bid over. Your details go to the single supplier matched to your job. We share information with the following recipients, and no others.

• The supplier matched to your move — the details they need to quote accurately and carry out the work. How much they need, and at what point, depends on the job: a survey or a firm quotation cannot be produced without it.
• Additional suppliers on a concierge-managed project, where your move genuinely involves more than one — for example storage, a piano specialist or a crane lift.
• Stripe Payments Europe, Ltd., our payment provider, to take the booking deposit and the balance. Stripe processes your card details as a controller in its own right under its own privacy policy at stripe.com/privacy.
• Our hosting and form provider, Netlify, which operates the website and receives supplier application form submissions.
• The enquiry tool we use to collect move details, which runs on a separate platform from this website.
• Analytics and advertising providers, only if you consent — see below.
• Professional advisers, insurers, or authorities where we are required to share information by law.

Cookies and analytics

Nothing that is not strictly necessary runs before you accept it. When you first visit, you are asked to choose; nothing analytical or advertising-related loads unless you accept, and you can change your mind at any time using "Cookie choices" in the footer. The full list of what each tool sets, and for how long, is on our cookie policy.

Where your information is held

Our hosting, form handling, analytics and advertising providers include companies based outside the UK, principally in the United States. Where personal information is transferred outside the UK, it is protected by the safeguards UK data protection law requires — normally the UK International Data Transfer Agreement or Addendum, or a finding of adequacy by the UK government, such as the UK Extension to the EU–US Data Privacy Framework.

How long we keep it

We keep information only as long as we actually need it.

• Enquiries that do not become bookings — up to 12 months, so we can pick up the thread if you come back to us.
• Booking and payment records — six years from the end of the tax year in which the move took place, which is the period HMRC requires and the period in which a claim could be brought.
• Supplier applications and vetting records — for as long as the firm is on our books, and six years afterwards.
• Analytics information — for the retention period set by the provider, described in our cookie policy.

Your rights

Under UK GDPR you have the right to ask us for a copy of the personal information we hold about you, to have it corrected if it is wrong, to have it deleted, to restrict or object to how we use it, and to receive it in a portable format. Where we rely on your consent, you can withdraw it at any time without affecting anything done before you did. Where we rely on legitimate interests, you can object and we will stop unless we have compelling grounds not to.

How to exercise them, and how to complain

Email info@notjustanyvan.uk or ring 01603 267 440 and tell us what you want. We will respond within one month, and we will not charge you. If you are not satisfied with how we have handled it, you can complain to the Information Commissioner's Office at ico.org.uk, on 0303 123 1113, or at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. We would rather you came to us first so we can put it right.

Automated decisions, and children

We do not make decisions about you by automated means, and we do not profile you. Supplier matching is a judgement made by a person. Our services are aimed at adults and we do not knowingly collect information about children.

Changes to this policy

If we change how we handle personal information, we update this page and change the date below. If a change materially affects you, we will tell you directly rather than rely on you noticing.