Privacy policy
What we collect, why we need it, and how to get it back or removed.
Last updated 23 October 2026
OX Removals Ltd is the data controller for the information described here. If you have a question about any of it, email contact@oxremovals.co.uk.
What we collect
| What | Why | Lawful basis |
|---|---|---|
| Name, phone, email | To quote, confirm and deliver your move | Contract |
| Collection and delivery addresses, access details | To size the crew and vehicle and plan the day | Contract |
| Move date, property size, inventory notes | To price and schedule the job | Contract |
| Photos of your goods and property, taken at collection, loading and delivery | To record their condition so any damage claim is resolved fairly, for both sides | Legitimate interests |
| Complaint or damage report text, and any photos attached to it | To investigate and resolve a complaint or damage claim you raise about your move | Legitimate interests [CHECK: solicitor - special-category data (health detail, allegations) can appear in free text; confirm whether an Art. 9(2)(f)/DPA 2018 Sch.1 condition + Appropriate Policy Document are needed] |
| Photos or video you send us of your own property for a remote video viewing | To let us assess your move remotely ahead of finalising it by phone | Contract (steps taken at your request before entering a contract) |
| Partial quote details, if you start a quote and do not finish | To follow up by email or text about that same quote and offer to complete it - this is the "soft opt-in" the Privacy and Electronic Communications Regulations (PECR) allow for our own similar service, not general marketing; every follow-up carries its own opt-out (unsubscribe link or reply STOP), separate from the newsletter box below, and asking us to stop is added to our suppression list and honoured permanently | Legitimate interests (PECR soft opt-in) |
| Marketing consent | To send move tips and offers, only if you ticked the box | Consent |
| Website analytics and advertising identifiers | To understand which pages and ads produce bookings | Consent (see cookies) |
| Invoices and payment records | Accounting and tax | Legal obligation |
Address suggestions
When Google address search is enabled, the postcode and street-address text you type is sent through our server to Google Maps to request address suggestions. We use your selected address to prepare your quote and arrange your move. This address-search feature is separate from optional analytics and advertising, and is not disabled by choosing "essential only" in the cookie settings. Entering an address without selecting a suggestion does not stop lookup requests while you type.
Google's handling of information for this feature is described in the Google Privacy Policy, which is incorporated into this policy for that feature.
How long we keep it
- Quotes that never became bookings: [CHECK: 12] months, then deleted.
- Completed jobs: [CHECK: 6] years, because HMRC requires accounting records for that period.
- Photos of your goods and property: deleted when the completed job record is anonymised, at the end of the completed-job retention period above.
- Complaint/damage report text, ticket messages and photos, and video-viewing media: deleted when the completed job record is anonymised, at the end of the completed-job retention period above [CHECK: confirm this period is intended for complaint content specifically].
- Marketing contacts: until you unsubscribe, then we keep a suppression record so we do not contact you again by mistake.
- Analytics: as configured in Google Analytics, currently [CHECK: 14] months.
Who we share it with
We do not sell your data. We share the minimum necessary with:
- Twilio - to send you SMS about your move. [CHECK: remove if you use a different provider]
- [CHECK: virtuallandline.co.uk, or your telephony provider] - to route calls to our number, so we can speak to you about your move.
- [CHECK: Resend / your email provider] - to send confirmation and update emails.
- Google Maps - address suggestions from the postcode and street-address text you type, when Google address search is enabled, as described above.
- Mapbox - route calculation and map resources for the interactive route preview, when enabled. See the Mapbox Privacy Policy.
- Google - analytics and advertising measurement, only where you have consented.
- Stripe - to process card payments securely. We do not see or store your full card details ourselves.
- Klarna - only if you choose their pay-later option at checkout; that is a credit agreement between you and Klarna, not with us.
- Cloudflare - Turnstile confirms you are not a bot before we accept a quote or contact submission.
- Vetted transport partners - where a partner carries out your move on our behalf, they receive your name, contact details and the move details needed to do the job, and may message you via a one-way SMS relay from our own number rather than yours or theirs (see our terms, section 13). Where a job includes condition photos, the partner takes them through our system; the photos are stored by us, and the partner cannot retrieve them afterwards. If you raise a complaint or damage report about a move a partner carried out, the partner assigned to it can read and reply to the report and its messages and photos through our system - never your contact details, which stay masked (see above).
- [CHECK: your accountant, storage partner if you use one].
Some of these process data outside the UK. Where that happens, transfers are covered by an adequacy decision or the UK International Data Transfer Addendum.
If you work with us as a transport partner
If you register as a transport partner on our marketplace, we collect and use further information about your business and your account, in addition to anything above that applies to you as well.
| What | Why | Lawful basis |
|---|---|---|
| Company name, contact name, email, phone, postcode and city | To run your marketplace account, verify your business, and route job and account notices to you | Contract |
| Vetting documents - your driving licence, goods-in-transit and public liability insurance certificates, and vehicle proof, with their expiry dates | To confirm you meet the compliance floors we set before you can bid on or take a job | Contract |
| The vehicle types you declare | To match you to jobs your fleet can carry | Contract |
| Payout methods you save - each a bank account holder name, sort code and account number | To pay you for completed jobs. Each saved method is masked to its last four digits everywhere in our system, including to our own staff; only an authorised admin can reveal a method's full details, and every reveal is logged against that admin, your account, the method, and the time | Contract |
| Premium subscription and token purchase records | Stripe processes the payment itself; we keep the ledger of what you bought, your subscription's renewal status, and the accounting record | Contract; accounting records under legal obligation |
These are shared with the same processors named above where they apply to your account: Stripe for token and premium subscription payments, and our email provider for notices about jobs, vetting outcomes and account changes. If your bid wins a job, the customer sees your company name in their booking portal, so they know who is carrying out their move - nothing more than that. Other providers never see who else bid on a job or who won it; only your own bids and your own account are visible to you.
We keep your business and account data for as long as your account is active, and afterwards for as long as accounting and tax law requires.
Your rights as a data subject, set out below, apply to you in exactly the same way they apply to a customer.
Your rights
You can ask us to give you a copy of your data, correct it, delete it, restrict how we use it, or object to our using it. You can withdraw marketing consent at any time - every marketing email has an unsubscribe link, and you can reply STOP to any marketing SMS. To exercise any right, email contact@oxremovals.co.uk; we will respond within one month.
If you are unhappy with how we have handled your data you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
Security
Data is held on [CHECK: describe - e.g. an encrypted database on servers in the UK/EU], access is limited to staff who need it, and admin access requires an individual password. We do not store card numbers.
Children
Our services are not directed at children and we do not knowingly collect data about anyone under 18.