Waste Removal Marylebone Customer Privacy Policy

This Privacy Policy explains how Waste Removal Marylebone collects, uses, stores, shares, and protects personal data relating to customers in the Marylebone area. It is intended to meet the requirements of the UK General Data Protection Regulation and other applicable data protection laws. This policy applies to all Waste Removal Marylebone customers in our service area, including residential, commercial, and other clients who contact us, request a quote, make a booking, or otherwise use our services.

Data Controller Details

The data controller responsible for your personal data is Waste Removal Marylebone. We determine the purposes and means of processing the personal data we collect from and about our customers. If you have any questions about how we process your personal data or wish to exercise your privacy rights, you can contact us using the contact details provided on our main customer communications, invoices, or booking confirmations.

Personal Data We Collect

We only collect personal data that is necessary for the provision, management, and improvement of our waste removal services in Marylebone. Depending on how you interact with us, we may collect the following categories of personal data:

Identification and contact details, such as your name, title, address, email address, telephone number, and any alternative contact person you provide for access or billing.

Service and booking information, such as property type, service address, access instructions, description of waste to be collected, preferred dates and times, booking history, and special requirements or preferences you tell us about.

Billing and payment information, such as billing address, payment status, payment method details processed via our payment provider, and records of invoices and receipts. We do not store full card details on our own systems; these are processed securely by our payment processor.

Communication records, such as emails, telephone call notes, text messages, and any other correspondence relating to enquiries, bookings, complaints, feedback, or support interactions.

Technical and usage data, such as your IP address, browser type, device identifiers, and information about how you access and use our website or online booking tools, where applicable. This may include basic analytics data to improve our services and site performance.

Operational data, such as internal job allocation information, driver and staff notes related to your service, and confirmation of completion of collections at your premises.

Lawful Basis For Processing

We process personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Performance of a contract: We process your personal data where it is necessary to set up and manage your bookings, provide waste removal services, issue invoices, handle payments, and respond to related enquiries.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and where these interests are not overridden by your rights and freedoms. Examples include improving our services, managing and protecting our business, monitoring service quality, training staff, and keeping appropriate records of our operations.

Legal obligations: We process certain information because we are required to do so by law. This may include maintaining accounting and tax records, complying with waste management regulations, or responding to lawful requests from regulators or authorities.

Consent: In limited circumstances, we may rely on your consent, for example for certain marketing communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details available on our customer communications.

How We Use Your Personal Data

We use personal data for the following purposes:

To respond to enquiries, provide quotes, and advise you on the most appropriate services for your needs.

To register and manage bookings, allocate crews and vehicles, carry out waste removal services, and confirm completion of work.

To issue invoices, process payments through our payment processor, manage your account, and address any billing queries or disputes.

To communicate with you about changes to bookings, access arrangements, delays, cancellations, or service updates.

To manage feedback, complaints, and service quality issues and to improve our services and customer experience.

To maintain internal records for operational, financial, and regulatory purposes.

To protect our business, prevent fraud or misuse of our services, and enforce our contractual terms.

To send you relevant marketing information about our services where permitted by law and, where required, where you have given us your consent.

Data Sharing And Processors

We do not sell your personal data. We share personal data only where necessary for the purposes described in this policy or when required by law.

We may share your personal data with trusted third-party service providers who act as data processors on our behalf. These may include:

Payment processors that handle card and electronic payments securely.

IT and hosting providers that support our booking systems, email services, and data storage.

Customer service and communication tools that help us manage enquiries and service notifications.

Professional advisers, such as accountants or legal advisers, where necessary for business management, legal compliance, or dispute handling.

Where we use processors, we ensure that they only process your personal data according to our instructions, that they provide appropriate security measures, and that they are bound by written data processing agreements.

We may also share personal data with regulatory bodies, law enforcement, or other public authorities where required to comply with a legal obligation, court order, or regulatory requirement.

Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of data and the nature of your relationship with us.

In general, we retain customer account and booking records, including basic contact and billing details, for a period that allows us to manage ongoing relationships and comply with tax and financial record-keeping obligations. This typically means retaining certain records for a number of years after the end of the relevant financial year or after your last interaction with us.

Operational notes and service-related data may be kept for a shorter period, where they are no longer needed once services and any issues have been fully resolved.

Where we have relied on your consent for marketing communications, we will retain your contact details for marketing purposes until you opt out or withdraw consent, or until we close the relevant marketing programme.

When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be associated with you.

International Transfers

Where possible, we store and process personal data within the United Kingdom or the European Economic Area. If we use service providers that transfer or access personal data from outside these areas, we take steps to ensure that appropriate safeguards are in place to protect your data, such as standard contractual clauses or equivalent safeguards required by data protection law.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to those staff and processors who need it to perform their duties, using secure systems and storage solutions, and maintaining internal policies and training relating to data protection.

While we take reasonable measures to protect your information, no system can be guaranteed to be fully secure. We encourage you to take care when sharing information with us and to contact us promptly if you suspect any misuse of your personal data associated with our services.

Your Data Protection Rights

As a customer of Waste Removal Marylebone in our service area, you have certain rights under data protection law in relation to the personal data we hold about you. These rights include:

The right of access: You can request confirmation that we process your personal data and obtain a copy of the personal data we hold about you, along with information about how we use it.

The right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

The right to erasure: In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

The right to restrict processing: You can ask us to restrict the processing of your personal data in certain situations, such as while we are considering a request to rectify or erase your data.

The right to object: You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also have an absolute right to object to direct marketing at any time.

The right to data portability: Where processing is based on your consent or on a contract and is carried out by automated means, you may request that we provide your personal data in a structured, commonly used, and machine-readable format, or that we transmit it to another controller, where technically feasible.

To exercise any of these rights, please contact us using the contact details provided in our customer communications. We may need to verify your identity before responding to your request. We aim to respond to all valid requests within the time limits set by law.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we handle your personal data. We would, however, appreciate the opportunity to address your concerns directly before you approach a regulator.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply to all Waste Removal Marylebone customers in our service area from the date it is made available. You should review this policy periodically to remain informed about how we protect your personal data.