Privacy notice
How long we keep your information
Different information serves different purposes. We keep the records needed to manage your service, meet legal requirements and deal with questions about a booking. We remove information when it is no longer needed.
Photos, chats and detailed tracking do not all need to stay for as long as invoices and essential evidence.
Our usual retention periods
- Quotes that do not become bookings
- 90 days
- After your last substantive contact or the quote expires, whichever is later. If you book, we keep the information needed for that booking.
- Routine support messages and chats
- 90 days
- After the enquiry is resolved. Relevant agreements, changes and complaints are kept with the booking or case record instead.
- Core booking records
- 6 years
- After completion or cancellation; for storage, after the final return and end of the agreement. This includes the agreed service, inventory, accepted terms, changes, payment references and necessary evidence of collection and delivery. It does not mean keeping every photo or message.
- Invoices and accounting records
- 6 years
- From the end of the last company financial year they relate to. Longer periods apply where tax law requires them.
- Routine photographs of belongings
- 180 days
- After the move is completed. For belongings in storage, we keep the inventory photographs while the items are held, then for 180 days after their return. A small selection needed as evidence follows the booking or case period.
- Temporary Photo Scan files
- Up to 7 days
- Removed once processing is complete, and no later than seven days after upload. If an image is needed for your booking or inventory, that copy follows the relevant period above.
- Detailed journey-location records
- 30 days
- From collection of each location record. Essential arrival and handover timestamps can form part of the booking record.
- Routine security and error logs
- 90 days
- From the event. Records needed to investigate an incident are kept separately for as long as that investigation and any related obligations require.
Accounts and privacy choices
We keep your account profile while you use it. Inactive profiles are removed after 24 months unless needed for an ongoing booking or storage service. Closing an account does not remove records we still need for the purposes above or cancel an amount owed to you.
If you receive marketing, we review the contact and permission record after 24 months without meaningful engagement. We then remove it unless there is a continuing, documented reason to keep it. We keep only the minimum record needed to respect an opt-out for as long as we may otherwise contact you with marketing.
We keep a limited record of privacy requests and our response for three years after closure, to demonstrate how the request was handled. Identity-check documents are removed once the check is complete, unless a separate legal reason requires them.
When a record needs to stay longer
A complaint, insurance claim, outstanding payment we are actively pursuing, legal proceeding or statutory requirement may mean retaining records for longer. We keep only what is needed for that matter, restrict access, review the need and remove the records when the reason ends. We do not retain an entire account indefinitely just because one record is still needed.
These periods do not set a deadline for reporting a problem or limit your legal rights.
Deletion and backup copies
Information due for removal is deleted from active systems or anonymised so it no longer identifies you. Removed information may remain in restricted backup copies for up to 30 more days before those copies expire. It is not used for day-to-day work and is not put back into use if a backup is restored.
Questions about your information?
You can ask about a record or request deletion. You do not need to wait for a retention period to end. We will consider the request against the reason for keeping the record and any legal requirements.
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