Holdem Removals LTD ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store and disclose personal data when you use our website at holdemremovals.online, request a quote, book a removal service, or communicate with us by email, phone or WhatsApp.
We are the data controller for the personal data we process. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Who we are
- Company: Holdem Removals LTD
- Company number: 09950283
- VAT number: GB 232554229
- Registered address: 58 Bunting Road, Northampton NN2 6EE, United Kingdom
- Email: office@holdemremovals.co.uk
- Phone: +44 1604 372373
2. Information we collect
2.1 Information you give us
- Name, email address, phone number and postal address
- Move details (collection and delivery addresses, dates, inventory of items)
- Photos and videos you upload for inventory or video surveys
- Account credentials (encrypted password) when you register an account
- Payment information (processed by our payment provider; we do not store full card details)
- Any messages or correspondence you send us
2.2 Information collected automatically
- IP address, browser type, device information and pages visited (analytics)
- Cookies and similar technologies — see our cookie banner for details
2.3 Information from third parties
- Postcode lookup services (to verify addresses you enter)
- Payment providers (transaction confirmations)
- HubSpot (our customer relationship management platform)
- Meta WhatsApp Business Platform (delivery status of messages we send you, and any reply you send to our business number)
- Google reviews you publicly leave about our service
3. How we use your information
We process your personal data on the following lawful bases:
- Performance of a contract: to prepare quotes, schedule and carry out your removal, handle payment, and provide customer support.
- Legitimate interests: to operate our website, prevent fraud, improve our services, and contact you about a quote you started.
- Consent: for non-essential cookies, marketing emails and WhatsApp marketing messages. You can withdraw consent at any time.
- Legal obligation: to keep accounting records, comply with tax law, and respond to lawful requests from regulators or courts.
4. WhatsApp Business communications
When you provide your phone number through our website (for example, when requesting a quote), we may send you transactional messages on WhatsApp via the Meta WhatsApp Business Platform. These messages cover quote confirmations, survey reminders, booking confirmations and similar service-related communications.
- Data shared with Meta: your phone number and the contents of the messages we send or you send to us. Meta processes this data as a processor on our behalf, in accordance with their own WhatsApp Business Policy.
- Inbound replies: if you reply to our WhatsApp messages, your reply is delivered to our admin inbox so our team can respond. Replies are stored alongside the conversation history.
- Opt-out: reply STOP at any time, or email us, to stop receiving WhatsApp messages. We honour opt-outs immediately and record them against your record.
- 24-hour customer service window: Meta only allows us to send free-form replies within 24 hours of your last message. Outside that window we may only send pre-approved templates.
5. Sharing your information
We never sell your personal data. We share it only with:
- Our employees and trusted subcontractors who carry out your removal
- Service providers who help us run the business — hosting (DigitalOcean), email delivery, payment processing, HubSpot CRM, Meta (WhatsApp), Twilio (SMS), Google (reviews and analytics)
- Professional advisers (accountants, insurers, lawyers) where strictly necessary
- Public authorities when required by law
Where data is transferred outside the UK or EEA, we rely on adequacy decisions or Standard Contractual Clauses to ensure appropriate safeguards.
6. How long we keep your information
- Quote enquiries that did not become bookings: 24 months
- Completed bookings (job records, invoices): 7 years (UK accounting requirements)
- Account data: until you delete your account, then up to 30 days for backups
- Marketing consents and opt-outs: retained as long as needed to honour your preferences
- WhatsApp message history: 24 months from the last message in the conversation
7. Your rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you
- Have inaccurate data corrected
- Have your data deleted (see our Data Deletion page)
- Restrict or object to certain processing
- Receive a copy of your data in a portable format
- Withdraw consent at any time (where consent is the lawful basis)
- Lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk
To exercise any of these rights, email office@holdemremovals.co.uk. We will respond within 30 days.
8. Security
We use HTTPS encryption, hashed passwords, role-based access controls, and regular security reviews to protect your data. No system is 100% secure; if we become aware of a personal data breach affecting you, we will notify you and the ICO without undue delay where required by law.
9. Cookies
Our website uses essential cookies to keep you signed in and remember your preferences, and optional analytics cookies to understand how visitors use the site. You can manage your preferences through the cookie banner shown on first visit, and via your browser settings.
10. Children
Our services are not directed at children under 16 and we do not knowingly collect their personal data. If you believe a child has provided us with personal data, please contact us and we will delete it.
11. Changes to this policy
We may update this Privacy Policy from time to time. The "Last updated" date at the top reflects the most recent version. Material changes will be brought to your attention by email or a prominent notice on the website.
12. Contact
Questions about this policy or your data? office@holdemremovals.co.uk · +44 1604 372373 · 58 Bunting Road, Northampton NN2 6EE.