This Privacy & Cookie Policy explains how Onyx Moving Services Ltd collects, uses, shares and protects your personal information when you use our website or engage our Services. Please read it carefully.
1. Who We Are
Onyx Moving Services Ltd (“we”, “us”, “our”) is the data controller responsible for your personal information. We provide removals, packing, storage and relocation services across the West Midlands and nationwide.
This policy explains what personal information we collect, how we use it, and the rights you have under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. The Information We Collect
We may collect and process the following information about you:
- Contact details — your name, email address, telephone number and postal addresses.
- Move details — collection and delivery addresses, property size, inventory information, preferred dates and any special requirements you tell us about.
- Communications — the content of enquiries, quote requests, emails, messages and any correspondence with us.
- Payment information — details needed to process deposits and payments (card payments are handled securely by our payment providers; we do not store full card numbers).
- Website and technical data — IP address, browser type, device information, pages visited and how you use our site, collected through cookies and analytics (see section 5).
We do not intentionally collect special category (sensitive) personal data through our website.
3. How We Collect Your Information
We collect information:
- directly from you when you request a quote, complete a form, call, email or message us, or book our Services;
- automatically when you use our website, through cookies and similar technologies; and
- occasionally from third parties, such as review platforms or referral partners, where you have interacted with them.
4. How We Use Your Information
We use your personal information for the following purposes and lawful bases:
- To provide a quote and our Services — to prepare quotations, arrange and carry out your move, and manage our contract with you (lawful basis: performance of a contract, or steps taken at your request before entering a contract).
- To communicate with you — to respond to enquiries, send booking confirmations and updates, and provide customer support (lawful basis: contract and legitimate interests).
- To take payment and keep records — to process deposits and balances and meet our accounting and tax obligations (lawful basis: contract and legal obligation).
- To improve our website and services — to understand how our site is used through analytics (lawful basis: consent, given via our cookie banner).
- For marketing — where you have agreed, to send you relevant offers and updates (lawful basis: consent). You can opt out at any time.
- To comply with the law — to meet legal and regulatory requirements and to establish, exercise or defend legal claims (lawful basis: legal obligation and legitimate interests).
5. Cookies & Analytics
Cookies are small text files placed on your device when you visit a website. We use two categories of cookies:
- Essential cookies — necessary for the website to function and to remember your cookie choices. These do not require your consent.
- Analytics cookies — set by Google Analytics to help us understand how visitors use our site (for example which pages are popular) so we can improve it. These are only set if you select “Accept all” on our cookie banner.
When you first visit our site you will see a cookie banner. No analytics cookies are set unless and until you accept them. You can change your choice at any time by selecting Cookie Preferences in the footer, or by clearing cookies in your browser.
We use Google Analytics 4, a service provided by Google. Google Analytics uses cookies and processes information such as your IP address (which Google truncates/anonymises) and usage data to generate reports about website activity. This information is processed on our behalf. For more information see Google’s privacy policy at policies.google.com/privacy and “How Google uses information from sites that use its services” at policies.google.com/technologies/partner-sites.
You can also install the Google Analytics Opt-out Browser Add-on from tools.google.com/dlpage/gaoptout.
6. Sharing Your Information
We do not sell your personal information. We may share it with:
- our staff and trusted sub-contractors who help carry out your move;
- service providers who support our business, such as IT, payment processing, analytics and communications providers;
- professional advisers such as accountants, insurers and legal advisers; and
- law enforcement, regulators or other authorities where we are required to do so by law.
Where we use third-party providers, we only share the information they need and require them to keep it secure and use it only for the purposes we specify.
7. International Data Transfers
Some of our service providers, including Google Analytics, may process data outside the UK. Where personal data is transferred outside the UK, we rely on appropriate safeguards such as the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or an adequacy decision, to ensure your information remains protected.
8. How Long We Keep Your Information
We keep your personal information only for as long as necessary for the purposes set out in this policy, including to meet legal, accounting or reporting requirements.
- Enquiry and quote information is generally kept for up to 12 months if you do not proceed.
- Customer and booking records are generally kept for up to 6 years after your move to meet contractual, tax and legal requirements.
- Analytics data is retained in line with our Google Analytics settings.
When information is no longer needed, we securely delete or anonymise it.
9. Data Security
We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse or disclosure. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.
10. Your Rights
Under UK data protection law you have the right to:
- be informed about how your data is used;
- access the personal information we hold about you;
- request correction of inaccurate or incomplete data;
- request erasure of your data in certain circumstances;
- restrict or object to our processing of your data;
- data portability, in certain circumstances; and
- withdraw consent at any time where we rely on consent.
To exercise any of these rights, please contact us using the details in section 12. We will respond within one month. There is usually no charge for exercising your rights.
11. Marketing
We will only send you marketing communications where you have agreed to receive them. You can opt out at any time by using the unsubscribe link in our emails or by contacting us. Opting out of marketing will not affect any Services you have booked.
12. Contact Us & Complaints
If you have any questions about this policy or wish to exercise your rights, please contact us:
Onyx Moving Services Ltd
Email: info@onyxmovingservices.co.uk
Telephone: 0333 772 4898
Registered office: 187–189 Warwick Road, Solihull, B92 7AW
If you are not satisfied with how we handle your information, you have the right to complain to the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Website: ico.org.uk
Helpline: 0303 123 1113
13. Changes to This Policy
We may update this policy from time to time. Any changes will be posted on this page with an updated effective date. Please check back periodically to stay informed.
