1. Who we are
Kylah Group Ltd, company number 15192701, trades as Kylah Man & Van. In this policy, “Kylah”, “we”, “us” and “our” refer to Kylah Group Ltd.
For UK data protection law, we are normally the data controller for personal information collected through this website, quotations, customer communications, bookings and the provision of our moving and transport services.
2. Information we collect
Depending on how you interact with us, we may collect:
- your name, telephone number, email address and billing details;
- collection, delivery, invoicing and other relevant addresses;
- preferred dates, arrival windows and booking information;
- item descriptions, quantities, dimensions, values and handling requirements;
- information about stairs, lifts, parking, access restrictions and carrying distances;
- photographs, videos, PDFs or other files you upload or send to help us assess a job;
- communications, enquiries, complaints, feedback and customer-service records;
- quotation, invoice, payment and transaction information;
- information about venues, suppliers, sellers or third parties involved in your booking;
- technical information such as IP address, device type, browser, referring pages and website usage where analytics or security tools collect it; and
- any other information you voluntarily provide.
3. How we collect information
We may obtain personal information:
- directly from you through our website forms, telephone calls, emails or messages;
- when you request, accept or pay for a quotation;
- when you use our services or communicate with us about a booking;
- from another person arranging a move, delivery or collection on your behalf;
- from a business, venue, seller, supplier or customer involved in the same job;
- from payment, website, analytics, communications or fraud-prevention providers; and
- from publicly available sources where reasonably necessary to verify a business, address or booking detail.
If you provide another person’s information, you should have authority to do so and should make them aware of this privacy policy where appropriate.
4. How and why we use your information
We may use personal information to:
- respond to enquiries and prepare quotations;
- assess the items, route, access, van capacity, time and manpower required;
- create, administer and fulfil bookings and contracts;
- contact you about arrival times, delays, access, changes or problems;
- issue quotations, invoices, receipts, payment requests and booking documents;
- take or reconcile payments and prevent fraud;
- coordinate with drivers, movers, venues, sellers, suppliers and authorised third parties;
- handle cancellations, rescheduling, complaints, claims or disputes;
- maintain accounting, tax and business records;
- secure, operate, troubleshoot and improve our website and services;
- measure website performance and understand how visitors use the site where permitted;
- protect our business, customers, property and legal rights; and
- comply with legal, regulatory, insurance and law-enforcement requirements.
5. Our lawful bases
UK data protection law requires us to identify a lawful basis for each use of personal information. The basis depends on the purpose.
| Purpose | Likely lawful basis |
|---|---|
| Responding to an enquiry or preparing a requested quote | Steps taken at your request before entering a contract, and our legitimate interests in responding to prospective customers. |
| Confirming and providing a booked service | Performance of a contract with you. |
| Invoices, accounting, tax and statutory records | Compliance with legal obligations and our legitimate interests in proper business administration. |
| Fraud prevention, security, complaints and legal claims | Our legitimate interests in protecting customers, the business and legal rights, and legal obligation where applicable. |
| Service updates and operational communications | Performance of a contract or steps before entering a contract. |
| Optional marketing | Consent where required, or legitimate interests where direct-marketing rules allow it. |
| Non-essential cookies and analytics | Consent where legally required. |
Where we rely on legitimate interests, those interests may include operating and improving our business, responding to customers, preventing fraud, securing systems, recovering debts and establishing or defending legal claims. We consider whether our interests are proportionate and whether your rights override them.
Special-category information
We do not intentionally request sensitive personal information. Where you voluntarily provide limited health or accessibility information because it is necessary to make reasonable or safe arrangements, we will use it only where permitted by law and for the relevant operational purpose.
6. Who we may share information with
Where necessary and proportionate, we may share information with:
- authorised employees, drivers, movers and contractors involved in delivering the service;
- venues, storage providers, sellers, suppliers or other parties involved in the collection or delivery;
- website hosting, form, cloud-storage, communications and email providers;
- payment processors, banks and fraud-prevention providers;
- accountants, insurers, legal advisers and professional consultants;
- analytics, security and technical-support providers where enabled;
- government bodies, regulators, courts, law enforcement or HMRC where required; and
- a buyer, investor or adviser in connection with a potential sale, restructuring or transfer of the business.
We do not sell your personal information. Service providers may process information only for the services they provide to us and subject to their contractual and legal obligations.
7. International transfers
Some website, email, cloud, analytics or payment providers may process or store information outside the United Kingdom. Where personal information is transferred internationally, we will rely on an applicable legal transfer mechanism and appropriate safeguards, such as UK adequacy regulations or approved contractual protections, where required.
You may contact us for more information about the safeguards relevant to your personal information.
8. How long we keep information
We keep information only for as long as reasonably necessary for the purposes described in this policy, including legal, accounting, insurance and dispute requirements.
| Record type | Typical retention approach |
|---|---|
| Unsuccessful or unconfirmed quote enquiries | Normally up to 24 months after the most recent meaningful contact, unless a longer period is justified. |
| Customer, booking and service records | Normally up to 6 years after completion or the end of the customer relationship where needed for contractual, insurance or legal-claim purposes. |
| Invoices, payments and accounting records | Generally at least 6 years from the end of the relevant company financial year, or longer where the law requires. |
| Complaints, incidents and claims | For as long as reasonably necessary to resolve the matter and meet legal or insurance requirements. |
| Website analytics and security logs | According to the configuration and retention controls of the relevant tools, subject to necessity and consent requirements. |
| Marketing preferences | Until consent is withdrawn, you object, or the record is no longer required, while retaining a minimal suppression record where necessary. |
Retention periods may be extended where records are relevant to an ongoing complaint, investigation, legal claim, tax enquiry or regulatory obligation. When information is no longer required, we will delete, anonymise or securely dispose of it.
9. How we protect information
We use reasonable technical and organisational measures intended to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. These may include access controls, passwords, secure accounts, software updates, limited staff access and reputable service providers.
No internet transmission or storage system can be guaranteed completely secure. You should take reasonable care when sending sensitive or confidential material electronically.
10. Your data protection rights
Depending on the circumstances and lawful basis, you may have the right to:
- ask for access to personal information we hold about you;
- ask us to correct inaccurate or incomplete information;
- ask us to delete information in certain circumstances;
- ask us to restrict how information is used in certain circumstances;
- object to processing based on legitimate interests or direct marketing;
- receive certain information in a portable format where applicable;
- withdraw consent at any time where processing relies on consent; and
- complain to the Information Commissioner’s Office.
These rights are not absolute, and exemptions may apply. We may need to verify your identity before responding. To exercise a right, email hello@kylahmanandvan.co.uk.
11. Marketing communications
We may send marketing messages only where permitted by law. Where consent is required, we will ask for it. You can withdraw consent or object to direct marketing at any time by using an unsubscribe option where provided or contacting us.
Operational messages about quotations, bookings, invoices, collections, deliveries or service issues are not marketing and may still be sent where required to administer your enquiry or contract.
12. Cookies and website technologies
Our website may use cookies and similar technologies for essential website functions, security, form operation, preferences, analytics and other purposes. Non-essential cookies should not be placed until the required consent has been obtained.
More information will be provided in our Cookie Policy, including how you can manage or withdraw cookie preferences.
13. Children’s information
Our services and website are not directed at children. Quotations and bookings should be made by an adult. We do not knowingly collect personal information directly from children for marketing or account-registration purposes.
14. Third-party websites
Our website may contain links to payment providers, social platforms, maps or other third-party websites. Those organisations operate under their own privacy notices. We are not responsible for the privacy practices of websites we do not control.
15. Questions and complaints
Please contact us first if you have a question or concern about how we use your personal information. We will try to resolve the issue promptly.
You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection. Information about submitting a complaint is available on the ICO website.
Kylah Group Ltd
123 City Road, London EC1V 2NX
Email: hello@kylahmanandvan.co.uk
Telephone: 07802 750765
16. Changes to this privacy policy
We may update this policy to reflect changes in our services, systems, suppliers or legal obligations. The latest version will be published on this page with the updated date shown near the top.