Privacy Policy
Last updated: 20 June 2026
This policy explains how Unboxed Moves collects and uses personal data when customers request quotes, removal companies use the platform, and visitors use this website.
1. Who this policy is for
This policy is for:
- customers who request a removal quote or book a service;
- removal companies, drivers, staff, and business users who use the platform;
- website visitors who contact us, leave reviews, or use website forms.
2. Who we are
Unboxed Moves operates a UK removal quote, lead, booking, and marketplace platform. For data collected directly through this website, Unboxed Moves normally acts as the data controller. Removal companies may also act as independent controllers for the customer data they receive and use to quote, survey, book, or complete a removal job.
- Privacy contact: support@unboxedmoves.com
- Website: Unboxed Moves
3. Personal data we collect
- name, email address, phone number, and account details;
- current and destination address details, postcodes, move date, property type, floors, access details, and service requirements;
- messages, quotes, surveys, bookings, reviews, support requests, complaints, and dispute records;
- removal company details, business documents, employee/driver records, expenses, hours, payslips, and payrun records where the platform tools are used;
- payment, invoice, lead purchase, subscription, and audit records;
- technical and security data such as IP address, device/browser information, logs, cookies, fraud-prevention and rate-limit records.
4. How we use personal data
- to provide the quote request, matching, lead, survey, booking, order, and review services;
- to share customer quote details with suitable removal companies where this is needed to provide quotes or services;
- to operate the individual-customer marketplace where no removal company currently operates in the customer's selected area;
- to manage accounts, payments, invoices, subscriptions, auto-recharge, payroll tools, expenses, and company documents;
- to send service emails, review request emails, lead alerts, password reset emails, and important account notices;
- to prevent abuse, spam, fake reviews, duplicate submissions, fraud, and unauthorised access;
- to maintain records needed for tax, accounting, audit, insurance, legal, dispute, or regulatory purposes.
5. Customer lead sharing
When a customer submits a quote request, their details may be shared with up to 5 suitable removal companies. Suitability may include coverage area, service type, company status, lead settings, and operational availability.
Removal companies may use the data only to contact the customer about that move, prepare a quote, arrange a survey, create/manage the order, take payment where applicable, and deal with related support, complaint, or dispute matters.
We do not sell customer personal data for unrelated marketing.
6. Individual-customer marketplace
Some customers may appear in the individual-customer marketplace because no removal company currently operates in their selected area at the time of the search. In that case, the marketplace listing shows limited information first, such as general area, property size, price, and how many companies have already received the customer's details.
- no more than 5 companies can buy access to the same marketplace customer details;
- marketplace listings are normally visible for up to 2 days;
- the listing is removed from the marketplace after expiry, after the cap is reached, or if admin hides the marketplace feature;
- admin can still see an audit record showing the area requested and how many companies received access.
7. Lawful basis
Depending on the activity, we rely on one or more lawful bases, including:
- contract or steps before contract — to process quote requests, bookings, accounts, and payments;
- legitimate interests — to run the platform, prevent abuse, secure the website, improve services, and manage business operations;
- legal obligation — for tax, accounting, employment, audit, dispute, insurance, and regulatory records;
- consent — where consent is specifically requested, such as optional non-essential cookies or optional marketing.
8. Retention
We keep personal data only for as long as reasonably needed for the purpose collected, then delete, restrict, or anonymise it where appropriate.
- Marketplace listings: normally visible for up to 2 days.
- Unbooked leads: normally reviewed for deletion/anonymisation after the move date or after operational need ends.
- Completed removal orders: personal contact and address details may be privacy-masked after the operational retention period, including automatic masking after the configured retention period where applicable.
- Accounting, invoice, payment, payroll, and audit records: kept for the period required for tax, accounting, employment, audit, or legal reasons.
- Disputes, complaints, chargebacks, and legal holds: kept while needed and reviewed when the hold ends.
9. Privacy masking and deletion requests
Customers can request deletion, anonymisation, or restriction of their personal data. If a job is still active, we may need to keep operational details until the move is completed or cancelled. If there is a dispute, unpaid balance, chargeback, insurance issue, legal hold, or accounting requirement, we may restrict access instead of immediately deleting every record.
10. My recommendations
For a UK removal platform, the safest practical approach is to keep customer details visible only while they are needed for the quote, survey, booking, move, complaint, dispute, payment, or legal/accounting purpose. After that purpose ends, customer contact details should be deleted, anonymised, or masked from removal-company users.
- Before or during an active move: keep the minimum details needed to complete the job safely.
- After completion or cancellation: mask name, email, phone, and full addresses from company screens unless there is a valid dispute, insurance, payment, legal, or accounting reason.
- Historic records: retain order totals, invoices, payments, audit logs, and non-personal operational statistics where required, without exposing unnecessary customer personal data.
- Company communication: tell removal companies that old customer data may be removed or masked after the operational purpose or a verified privacy request.
11. Reviews
Customers may leave a website review and, where they used a removal company, a company review. Reviews may be moderated. Email, IP/rate-limit, and anti-bot checks may be used to prevent duplicate, fake, or abusive reviews. Public reviews should not display private contact details.
12. Security
We use role-based access, secure cookies, HTTPS, audit records, email duplicate protections, input limits, moderation controls, and other technical and organisational measures. Removal companies are responsible for protecting any customer details they receive through their own staff, devices, systems, and procedures.
13. Your rights
Subject to applicable law, you may have rights to access, correction, deletion, restriction, objection, portability, and to complain to the UK Information Commissioner's Office. To exercise rights, contact us using the privacy contact above. We may need to verify your identity before acting.
14. Cookies
We use essential cookies for sign-in, session continuity, security, and form operation. Non-essential analytics or marketing cookies should only be used where the website provides the required notice and choice.
15. Changes
We may update this policy when the website, legal requirements, or operational processes change.