Privacy Policy
Last updated: September 2026
This policy explains how YourVans Group Ltd T/A YourVans CRN 17222627 ("we", "us", "our") collects and uses personal information when you use yourvans.co.uk or book our removal services. We process data in line with UK GDPR and the Data Protection Act 2018. If anything here is unclear, email info@yourvans.co.uk.
Who we are
YourVans Group Ltd T/A YourVans CRN 17222627 operates yourvans.co.uk and provides home removals and furniture removal services across Newcastle upon Tyne and the North East of England.
Registered office: Jarrow Business Center, Viking Industrial Park, Rolling Mill Road, Jarrow, Tyne and Wear NE32 3DT, United Kingdom.
Contact: info@yourvans.co.uk.
What data we collect
- Name, email address and phone number when you request a quote
- Pickup and delivery addresses for your move
- Payment information (processed securely via Stripe — we do not store card details)
- IP address and browser data via cookies when you visit the website
- Communications you send us via email, phone or WhatsApp
- If you allow advertising cookies: identifiers set by Google and Meta when you arrive from one of our adverts, and technical information about your visit such as your IP address and browser type
- Messages you send us through the live chat on our website, and a phone number if you ask us to call you back
How we use your data
- To provide you with a removal quote
- To confirm and manage your booking
- To send you booking confirmation and move-day information emails
- To contact you about your enquiry
- To send follow-up emails if you requested a quote but did not complete a booking — you can opt out at any time using the unsubscribe link or by emailing us
- To improve our website and services (for example understanding which pages are most useful)
- With your permission, to measure whether our Google and Meta adverts lead to quote requests and bookings, and to show our adverts to people more likely to need a removal. This includes sending Google and Meta a hashed (scrambled) copy of contact details such as your name, email address, phone number and postcode. Hashing is not anonymisation: it lets those companies match the activity to their own users, and the hashed values remain your personal data
- To answer questions you send through the live chat, and — when you share your quote reference or contact details in a chat — to link the conversation to your enquiry or booking so our team can help you faster
Legal basis for processing
- Contract performance — processing necessary to provide your quote and fulfil your booking
- Pre-contract steps — when you use the live chat for help with a quote or booking, we process your messages to take steps at your request before entering a contract
- Legitimate interests — following up on incomplete quotes, service improvement, fraud prevention and keeping our systems secure, balanced against your rights; for the live chat this covers answering general service questions, maintaining appropriate conversation records, preventing misuse and keeping the service secure
- Legal obligation — keeping accounting and tax records as required by law
- Consent — advertising and analytics cookies, and sharing hashed contact details with Google and Meta for advert measurement, only happen if you choose “Accept all” or turn them on in Cookie settings. You can withdraw your consent at any time; this does not affect anything we did before you withdrew it
How long we keep your data
- Booking records: up to 7 years (HMRC and general accounting requirements for financial records)
- Quote enquiries that did not convert to bookings: 12 months, unless we need to retain limited information longer for disputes or legal claims
- Email communications: typically up to 2 years unless a longer retention period applies for legal or regulatory reasons
- Advertising measurement records: a record of which measurement events were sent (event type and date, but no contact details) is kept with your quote or booking for the same period as that quote or booking. Advertising identifiers stored with a quote or booking are deleted when you withdraw consent
- Live chat conversations: finished conversations are kept for up to 24 months; a chat that is started but abandoned without any real conversation is deleted after 30 days; short-lived technical logs used to prevent abuse of the chat are deleted within 24 hours
Your rights under UK GDPR
You have the right to:
- Access the personal data we hold about you
- Correct inaccurate or incomplete data
- Request erasure ("right to be forgotten") where applicable
- Restrict processing in certain circumstances
- Data portability for data you provided where processing is based on consent or contract and is automated
- Object to processing based on legitimate interests or for direct marketing
To exercise any of these rights, contact info@yourvans.co.uk. We will respond within one month unless your request is complex, in which case we may extend by up to two further months and will explain why.
Live chat
Our website offers a live chat answered by our own team — real people, not an automated or AI assistant. When you start a chat we set an essential cookie so your conversation stays connected to your browser; it identifies your chat session only and is not used for advertising or tracking across other sites. Messages may be read by authorised YourVans staff. Our website-hosting and database providers process the data only to operate the service on our instructions.
We temporarily store a privacy-protecting technical identifier derived from connection information to prevent misuse. The live-chat system does not store the raw IP address, and this identifier is deleted within 24 hours.
You do not have to share personal details to ask a question — if you do share your name, phone number or quote reference, we use them as described above. If you ask for a callback, we use the number you give us solely to make that call.
Cookies and similar technologies
Essential (always on). These make the quote, booking and payment journey work and keep the site secure. They include a cookie that remembers your cookie choices and, if you use the live chat, a cookie that keeps your conversation connected for up to 30 days.
Analytics (only with your permission). These help us understand how visitors use the site, for example which pages are viewed and rough location.
Advertising (only with your permission). If you allow these, we use Google Ads (through Google Tag Manager) to measure whether our Google adverts lead to quote requests and bookings, and the Meta Pixel and Meta Conversions API (Meta Platforms Ireland Ltd) to measure whether our Facebook and Instagram adverts lead to quote requests.
With advertising cookies allowed, Meta is told that you visited the site, and when you send us a quote request we also tell Meta that a quote request was made. With that we send a hashed copy of your name, email address, phone number and postcode, your IP address and browser type, and the advert click identifier if you arrived from one of their adverts. Google is told when you request a quote and when you complete a booking, with a hashed copy of your email address and phone number, the quoted price for a quote request and the booking value for a completed booking.
We do not send Meta or Google your inventory, collection or delivery addresses, or card details. We send Google the booking value when reporting a completed booking.
If you do not allow advertising cookies, the Meta Pixel does not load, advertising click identifiers are not stored, and we do not send your details to Meta. Google tags then run in a restricted mode that does not set advertising cookies.
Bookings taken by our staff. If you book by phone or in person rather than on our website, we do not send your details to Meta unless you had already given advertising permission on our website for that quote.
Changing your mind. Use “Cookie settings” at the bottom of any page. If you withdraw consent we stop sending measurement events about you, including for a quote or booking you already made in the same browser, and we delete the advertising identifiers stored with it. If you made your booking on a different device, email info@yourvans.co.uk and we will do this for you. You can also control or delete cookies through your browser settings; blocking essential cookies may limit some features.
Third parties we share data with
We use trusted processors who only handle data on our instructions:
- Stripe — payment processing
- Resend — transactional and service email delivery
- Vercel — website hosting and edge infrastructure
- Meta Platforms Ireland Ltd — advertising measurement, only with your consent (see Cookies)
- Google Ireland Ltd — advertising measurement, only with your consent (see Cookies)
- Railway — database hosting
We do not sell your personal data to any third party. We may share data where required by law or to protect our legal rights. For some advertising measurement, Google and Meta act as controllers in their own right rather than only on our instructions.
Contact and complaints
For privacy questions or to exercise your rights, contact info@yourvans.co.uk.
If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK supervisory authority, at ico.org.uk. We would appreciate the chance to deal with your concerns first.