Privacy Policy

Giant Van is a trading name of Giant Van Ltd, a company registered in England and Wales with company number 16071027. Our registered office is Unit 29 Highcroft Industrial Estate, Enterprise Road, Horndean, Waterlooville, PO8 0BT. Our trading address is 2 Pooley Court, Queen Mary Avenue, London, E18 2FT. Send data protection requests and any other post about your personal data to the registered office, not the trading address.

This policy covers our website, giantvan.com, and our two apps: the Giant Van app, for customers booking moves and deliveries, and the Giant Van Driver app, for the drivers who carry them out.

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Giant Van Ltd is the data controller responsible for your personal data.

If you have questions about this policy or your personal data, contact us at privacy@giantvan.com.

We collect personal data that you provide directly and data generated automatically when you use our website, our apps or our services.

Information you give us:

• Full name, email address, phone number, and postal addresses (pickup and delivery)
• Booking details: dates, times, service type, item descriptions, and special instructions
• Payment information (processed securely by Stripe; we do not store full card numbers)
• Account credentials if you create a Giant Van account
• Communications you send us (emails, WhatsApp messages, support requests)
• Messages, photos and voice notes you send in chat with your driver, and photos you add to a damage claim
• If you drive with Giant Van, the details and documents we need to check you can do jobs for us (see "The Giant Van Driver App" below)

Location data:

• Your driver's live GPS location while your job is under way, from when they set off to collect your items (see "Journey Tracking and Location Data" below)
• Your own location, only if you choose to share it with your driver through chat, or to use it to fill in an address in the Giant Van app
• The arrival timestamp and geofence check recorded when your driver reaches an address

Information collected automatically:

• Device type, browser, operating system, and screen resolution
• IP address and approximate location (city level)
• Pages visited, time spent, referring URL, and clicks
• Cookies and similar identifiers (see Section 9)
• In our apps: crash reports and diagnostic data, and a push notification token for your phone if you allow notifications

We process your personal data only when we have a lawful basis under the UK GDPR. The bases we rely on are:

Contract performance — to fulfil your booking, process payments, send booking confirmations, and provide customer support.

Legitimate interests — to improve our website and services, detect fraud, enforce our terms, and send occasional service updates. We balance these interests against your rights and only process data where the impact on you is minimal.

Legal obligation — to comply with tax, accounting, and regulatory requirements.

Consent — where you opt in to marketing emails or non-essential cookies. You can withdraw consent at any time.

We never sell your personal data to third parties.

Because Giant Van moves happen in person, we handle location data at several points in a booking. This section sets out what we collect, why, who can see it, and how long we keep it. Drivers can read what the Giant Van Driver app shares in "The Giant Van Driver App" below.

Live tracking while your job is under way. Once your driver starts their journey to you on the job date, their phone shares its live GPS position with our systems. From then until your job is finished, you can follow where your driver is and when they are expected, in the Giant Van app and on your booking page. Your booking page shows the live map only while your driver is driving, first to your collection address and then to your delivery address; while they are at an address, it shows stage updates instead. You never see your driver's position before they set off or after your job has finished.

Operations access. Our Operations team can see where drivers are while they are online for jobs or working on one. We use this to offer jobs to nearby drivers and to respond to breakdowns, delays, safety incidents, and support queries or disputes. Access is restricted to the Operations staff who need it.

Your own shared location. During an active job, you can choose to share your current location with your driver through chat, on your booking page or in the Giant Van app, for example to help them find you at a hard-to-locate address. This only happens if you choose to share it and allow your browser or phone to do so. It is a one-off position, not continuous tracking, and forms part of your chat history with the driver.

Arrival evidence. When your driver marks arrival, we store a timestamp and a geofence check confirming they were at the address. If a job is contested, for example a disputed no-show, we may rely on this same record to review what happened.

Why we do this. We rely on contract performance (see "How We Use Your Data" above) as our lawful basis for live tracking while your job is under way: showing your driver's position and expected arrival time is part of delivering the move you booked. For our Operations team's access, we rely on legitimate interests: keeping drivers, customers, and vehicles safe, offering jobs to nearby drivers, and being able to look into a delay, breakdown, or dispute. We only rely on this because we keep the effect on you and your driver as small as we can: access is role-restricted, and the location points a driver's phone sends us are deleted after 24 hours.

Access controls. We restrict location data to the Operations staff who need it, encrypt it in transit and at rest, keep access to your exact address short-lived and tied to the active job, and can revoke a driver's device or session where needed.

How long we keep it. Every night we delete the location points a driver's phone has sent us once they are more than 24 hours old, whether or not they were part of a job. Two records last longer: the arrival timestamp and geofence record, which we keep with your booking record, and any location data we rely on to resolve a support case or damage claim, which we keep under our support-record retention period. See "Data Retention" below for both periods.

This section explains what the Giant Van app for iPhone and Android does with your data. Everything else in this policy applies to the app too.

Your location. The app uses your phone's location only if you allow it, and only while you are using the app: for example, to fill in an address when you tap "Use my current location" or place a pin on the map. Each time it is a single reading, not tracking, and the app never reads your location in the background. You can turn location access off at any time in your phone's settings and type your addresses instead.

Notifications. If you allow notifications, the app registers a push notification token for your phone with us (a device code we use to send notifications to your phone), so we can tell you about your bookings, your driver and your messages. We send notifications through Expo's push notification service, which passes them to Apple or Google to deliver to your phone. You can choose which notifications you get in the app's notification settings, and turn them off completely in your phone's settings. We delete your push notification tokens when you delete your account, and a token that is no longer in use is deleted after 90 days.

Chat and calls. During a booking you can message your driver in the app: text, photos, voice notes and, if you choose, your current location. Messages are kept with your booking. They are checked automatically to stop phone numbers and other contact details being shared, and our team can see them, for example to look into a report or help with a problem on your booking. You and your driver can also speak on a voice call in the app. Calls are carried by our calling provider, LiveKit. We do not record calls: we keep a record that a call took place, who made it, when, and how long it lasted.

Photos. Photos you choose to add, such as a profile photo, photos in chat and photos for a damage claim, are stored with your account or your booking. Damage-claim photos are kept with the booking as evidence.

Paying in the app. Payments are taken by Stripe. You enter card details in Stripe's secure payment form inside the app, and Apple Pay and Google Pay payments go through Stripe too. We never see or store your full card number: for a saved card we keep only its brand, last four digits and expiry date, with Stripe's reference for it.

Signing in. You sign in with your mobile number and a one-time code, which we send by text message through Telnyx, or with Apple or Google. If you use Apple or Google, we receive the name and email address they share with us. We send emails, such as booking confirmations and receipts, through Mandrill.

Crash reports. The app sends crash reports and diagnostic data to Sentry so we can find and fix problems: for example the app version, your phone's model and operating system, and what went wrong. A report is linked to your account ID, not your name. Names, contact details, addresses, locations and message text are removed on your phone before a report is sent, we do not record your screen, and Sentry keeps the reports in its EU data region.

Deleting your account. You can delete your account in the app, or ask us to delete it on our Giant Van account deletion page. See "Deleting Your Account" below for what we delete and what we keep.

This section is for drivers. It explains what the Giant Van Driver app does with your data. Everything else in this policy applies to the driver app too.

Your account and checks. To drive with us you give us your name, email address, mobile number, home address and date of birth, your driving licence details, your vehicle details and photos, and documents such as your insurance. We use them to check that you can do jobs for us and to run your account.

Identity checks. You can check your identity in one of two ways. With the instant check, you photograph your ID and take a selfie on the web page of Didit, our identity verification provider; Didit tells us the result and the details it reads from your driving licence, such as its number, expiry date and categories, your name and your date of birth. Or you can upload a photo of your ID and a selfie in the app for our team to check.

Your location. When you go online for jobs, and while you are on a job, the app shares your location with us, including when the app is in the background: on Android through a foreground service, with a notification that shows the whole time, and on iPhone through background location updates. We use it to offer you nearby jobs, to show your customer where you are while their job is under way, and so that our team can help with delays and problems. Sharing stops when you go offline and have no job in progress. Every night we delete the location points your phone has sent us once they are more than 24 hours old.

Job photos. During a job you take the photos it needs, such as proof of delivery, the condition of items and photos for a damage report. They are kept with the job as evidence.

Chat and calls. You can message and call your customers in the app, as described for the Giant Van app above. Calls are carried by LiveKit and are not recorded.

Getting paid. Payouts are made through Stripe. You give your bank details, and the identity details Stripe needs for payouts, on Stripe's own onboarding page, not in our app, and Stripe tells us whether your payouts are set up.

Notifications and crash reports. These work as described for the Giant Van app above: the app registers a push notification token if you allow notifications, and it sends crash reports to Sentry with personal details removed on your phone first.

Deleting your account. You can delete your account in the app's settings, or ask us to delete it on our Giant Van Driver account deletion page. See "Deleting Your Account" below.

You can delete your account yourself in either app, or ask us to delete it.

In the Giant Van app: tap Account at the bottom of the screen, scroll to the end of the list and tap Delete account. In earlier versions of the app, tap Account, then Login & Security, then Delete my account.

In the Giant Van Driver app: on the Home screen, tap Menu at the top left to open Settings, scroll down to Account actions and tap Delete account.

Ask us to delete it. If you can't use the app, use the form on our Giant Van account deletion page or our Giant Van Driver account deletion page, or email privacy@giantvan.com from the email address on your account. We contact you using the email address or mobile number already on that account, to check the request came from you. We don't delete anything until you've confirmed. We then delete your account within one calendar month of receiving your request.

What stops a deletion. We can't delete your account while you have a booking that is pending, confirmed or in progress. If you drive with Giant Van, we can't delete your account while you have a job that is assigned to you or in progress.

If you use the Giant Van app, when your account is deleted, we delete:

• Your name, email address, mobile number and profile photo from your account details. The record we use to sign you in is separate: see "Not deleted with your account" below.
• Your saved addresses and saved moves
• Your saved cards. We also remove them from Stripe, the company that processes our payments.
• Your notifications, and the device codes we use to send them to your phone
• Your sign-in history
• Your newsletter subscription

If you drive with Giant Van, when your account is deleted, we delete:

• Your name, email address, mobile number and profile photo from your account details. The record we use to sign you in is separate: see "Not deleted with your account" below.
• Your documents, including the ID and selfie photos you uploaded
• Your location history
• Your watchlist, saved searches, job reservations and message templates
• Your bio and business profile
• The ID photos of any helpers you added
• Your saved addresses, your notifications and the device codes we use to send them to your phone
• Your sign-in history and your newsletter subscription

Your account is then closed, and it can't be signed in to again.

What we keep, and for how long. Some records have to outlast your account, so we keep them after it's deleted.

If you use the Giant Van app:

• Your bookings, payments, invoices and receipts. Kept for at least 7 years from the date of service (HMRC requirement). Nothing deletes these records automatically yet when that period ends, so they can be kept for longer. A booking still holds the details of that job, such as the addresses and any on-site contact name and number you gave for it.
• Photos taken as evidence on a booking. Such as proof-of-delivery and damage photos. They stay with the booking they belong to, for as long as we keep that booking.
• Records of your consent choices. Such as whether you agreed to marketing messages and when, with the email address, IP address and browser details recorded at the time. Kept as a record of the choices you made. These records are never changed or deleted.

If you drive with Giant Van:

• Your jobs and the records of payouts to you. Kept for at least 7 years from the date of service (HMRC requirement). Nothing deletes these records automatically yet when that period ends, so they can be kept for longer. A job keeps its own details, including the arrival time and location check recorded when you reached each address.
• Your vehicle details. Kept with your jobs, for insurance and accounting reasons.
• Photos taken as evidence on your jobs. Such as proof-of-delivery, condition and damage photos. They stay with the job they belong to, for as long as we keep that job.
• Helpers you added. Their names and phone numbers stay on our records. Their ID photos are deleted.
• Records of your consent choices. Such as whether you agreed to marketing messages and when, with the email address, IP address and browser details recorded at the time. Kept as a record of the choices you made. These records are never changed or deleted.

Not deleted with your account. Deleting your account does not delete:

If you use the Giant Van app:

• Your chat messages with drivers, your conversations with our support team and any reviews you wrote.
• The record we use to sign you in, which is kept apart from your account details. We close it so it can't be used again, but it can still hold your name, your mobile number and, if you signed in with Google or Apple, the details they shared with us, such as your email address.

If you drive with Giant Van:

• Your chat messages with customers, your conversations with our support team and any reviews you wrote.
• The record we use to sign you in, which is kept apart from your account details. We close it so it can't be used again, but it can still hold your name, your mobile number and, if you signed in with Google or Apple, the details they shared with us, such as your email address.
• The result of your identity check. If you used the instant check, it includes the details Didit read from your driving licence: its number, expiry date and categories, your name and your date of birth.
• Anything Didit, our identity verification provider, holds from your instant check, such as the photos of your ID and your selfie.

If you drive with Giant Van, deleting your account also does not close your payout account with Stripe. If you want any of these deleted too, say so when you ask us to delete your account, or email privacy@giantvan.com.

Deactivating is not deleting. The account area on our website has a Deactivate option. Deactivating only closes your account: it signs you out and keeps your details, so our support team can open it again later. It doesn't delete anything. To delete your account and personal data, use the app or ask us as described above.

We share personal data only where necessary to deliver our services or meet legal obligations.

Stripe — our payment processor. Stripe receives your payment card details to process transactions securely under PCI-DSS Level 1 compliance, including card, Apple Pay and Google Pay payments in the Giant Van app. Stripe also makes our payouts to drivers, who give their bank details to Stripe directly. See Stripe's privacy policy at stripe.com/privacy.

Analytics providers — we use privacy-focused analytics to understand how visitors use our website. Data is aggregated and does not identify you personally.

WhatsApp (Meta) — our chat channel. When you message us on WhatsApp, WhatsApp processes your messages, phone number and profile name to deliver the conversation, and we receive them in our WhatsApp Business account to answer you. See WhatsApp's privacy policy at whatsapp.com/legal.

Sentry — receives crash reports and diagnostic data from our apps, with personal details removed on your phone first, and keeps them in its EU data region.

Telnyx — sends our text messages, including sign-in codes.

Mandrill (Mailchimp) — sends our emails, such as booking confirmations and receipts.

Expo — sends our app notifications, which Apple and Google then deliver to your phone.

LiveKit — carries voice calls between customers and drivers in our apps. Calls are not recorded.

Didit — runs the instant identity check for drivers who choose it, and tells us the result.

Apple and Google — if you choose to sign in with Apple or Google, they confirm who you are and share your name and email address with us.

Drivers and service partners — when you book a move, we share your name, contact details, and addresses with the assigned driver or crew so they can complete your job.

Legal and regulatory bodies — we may disclose data to HMRC, the ICO, law enforcement, or courts when required by law.

All third-party processors are bound by data processing agreements that require them to protect your data to UK GDPR standards.

Our website uses cookies to function properly and to understand how visitors interact with it.

Strictly necessary cookies — required for the website to work (e.g. session management, security tokens). These cannot be disabled.

Analytics cookies — help us measure traffic and identify popular pages. Set only with your consent.

Marketing cookies — used to deliver relevant adverts if you have opted in. You can change your preferences at any time through our cookie banner or your browser settings.

You can block or delete cookies through your browser. Blocking strictly necessary cookies may affect website functionality.

We keep your personal data for the purposes it was collected for, for the periods below.

• Booking records and invoices: at least 7 years from the date of service (HMRC requirement)
• Account data: kept while your account exists. When you delete your account, "Deleting Your Account" above sets out what is deleted at once and what is kept. A deactivated account keeps its data until you ask us to delete it
• Support correspondence: at least 2 years from resolution
• Driver location data: every night we delete the location points a driver's phone has sent us once they are more than 24 hours old; the arrival timestamp and geofence record are kept with your booking record, as above; any location data used as evidence in a support case or damage claim is kept for at least 2 years from resolution, in line with our support correspondence policy above
• Push notification tokens: deleted when you delete your account; a token that is no longer in use is deleted after 90 days
• Sign-in history: deleted after 90 days
• Analytics data: aggregated within 26 months; individual-level data deleted after that period
• Consent records: kept as a record of the choices you made, such as whether you agreed to marketing messages, with the email address, IP address and browser details recorded at the time; these records are never changed or deleted

Booking records, invoices and support correspondence (with any location data kept as evidence in a support case) are kept for at least the periods shown. Nothing deletes these records automatically yet when that period ends, so they can be kept for longer.

Under the UK GDPR, you have the following rights regarding your personal data:

• Right of access — request a copy of the personal data we hold about you
• Right to rectification — ask us to correct inaccurate or incomplete data
• Right to erasure — ask us to delete your data where there is no compelling reason to keep it
• Right to restrict processing — ask us to limit how we use your data in certain circumstances
• Right to data portability — receive your data in a structured, machine-readable format
• Right to object — object to processing based on legitimate interests or for direct marketing
• Rights related to automated decision-making — we do not make solely automated decisions that significantly affect you

To exercise any of these rights, email privacy@giantvan.com. We will respond within one calendar month. If your request is complex, we may extend this by up to two additional months and will let you know.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or misuse.

These measures include HTTPS encryption across our entire website, secure payment processing through Stripe (PCI-DSS Level 1), restricted access controls for staff, and regular security reviews.

No method of transmission over the internet is completely secure. While we strive to protect your data, we cannot guarantee absolute security.

Your data is primarily stored and processed in the United Kingdom and the European Economic Area.

Where data is transferred outside the UK (for example, to service providers based in the United States), we ensure appropriate safeguards are in place. These include UK International Data Transfer Agreements, Standard Contractual Clauses, or transfers to countries with an adequacy decision from the UK government.

Our services are not directed at children under 18. We do not knowingly collect personal data from anyone under 18 years of age. If you believe we have collected data from a child, please contact us at privacy@giantvan.com and we will delete it promptly.

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page.

We encourage you to review this policy periodically. Continued use of our website and services after changes are posted constitutes acceptance of the updated policy.

If you have questions about this privacy policy or wish to exercise your data rights, contact us:

Email: privacy@giantvan.com
Post: Giant Van Ltd, Unit 29 Highcroft Industrial Estate, Enterprise Road, Horndean, Waterlooville, PO8 0BT

For complaints about how we handle your data, you can also contact the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113