Privacy Policy

This Privacy Policy explains how OXLOAD LTD collects, uses, stores, and protects your personal information when you use our website, contact us, request a quote, book a waste clearance service, or otherwise interact with us.

1. Who We Are

OXLOAD LTD ("Oxload", "we", "us", "our") is a waste clearance and rubbish removal company operating in the United Kingdom.

Company details:
OXLOAD LTD
Company number: 17224702
Registered office: 179 Downing Road, Dagenham, RM9 6LX
Waste carrier registration number: CBDU638744
Website: https://oxload.co.uk
Email: hello@oxload.co.uk
Telephone: 07518881237

For the purposes of UK data protection law, OXLOAD LTD is the data controller for the personal information described in this Privacy Policy.

2. Personal Information We Collect

We may collect and use the following types of personal information:

1. Contact details — name, phone number, email address, collection address, postcode, billing address, and business contact details.
2. Booking and service details — the waste collection service you request, the type and volume of waste, access instructions, preferred collection times, parking information, floor level, property type, and any other information needed to provide a quote or complete the service.
3. Photographs and videos — if you send us photos or videos of waste, items, rooms, access routes, or property areas, we may use these to assess the job, provide a quote, plan the collection, keep records, resolve disputes, or evidence the service provided.
4. Communication records — emails, WhatsApp messages, SMS messages, website form submissions, call notes, and other correspondence.
5. Payment and transaction information — payment status, invoice details, transaction references, and related financial records. Card details are normally processed by your provider and not stored directly by us.
6. Business customer information — company name, trading name, business address, VAT number if applicable, SIC code if required, waste transfer note details, and the name and role of the person making the booking.
7. Website and technical information — IP address, browser type, device type, pages visited, referral source, approximate location, and website usage data.
8. Marketing and review information — information connected with reviews, surveys, updates, or marketing communications you have agreed to receive.

3. How We Collect Personal Information

We may collect personal information when you:

1. visit our website;
2. complete a quote form;
3. contact us by phone, WhatsApp, SMS, email, or social media;
4. send us photographs or videos;
5. book a collection;
6. make a payment;
7. sign or receive a waste transfer note;
8. leave a review;
9. communicate with our team;
10. interact with our advertising or marketing.

We may also receive information from third parties where relevant, such as booking platforms, advertising platforms, payment providers, subcontractors, waste facilities, or someone booking a collection on your behalf.

4. Why We Use Your Personal Information

1. To respond to enquiries and quote requests;
2. To provide estimates and fixed quotes;
3. To arrange and manage bookings;
4. To carry out waste clearance and rubbish removal services;
5. To contact you about your booking;
6. To confirm access, parking, collection details, and payment;
7. To process invoices, payments, refunds, and financial records;
8. To create and keep waste transfer notes or other compliance records where required;
9. To meet legal, regulatory, accounting, tax, insurance, and waste management obligations;
10. To prevent fraud, misuse, non-payment, or unlawful disposal of waste;
11. To improve our website, services, customer experience, and internal processes;
12. To manage complaints, disputes, insurance matters, or legal claims;
13. To send service-related messages;
14. To send marketing communications where we are legally allowed to do so;
15. To request or display customer reviews where appropriate.

5. Our Lawful Bases for Using Your Information

We rely on one or more lawful bases under UK data protection law when using your personal information.

1. Contract — where necessary to provide a quote, arrange a booking, complete a collection, process payment, or take steps before entering into a contract with you.
2. Legal obligation — to comply with tax, accounting, waste duty of care, waste transfer documentation, health and safety, and regulatory requirements.
3. Legitimate interests — managing enquiries, planning jobs, improving our services, keeping business records, preventing fraud, recovering debts, handling disputes, basic analytics, and protecting our business.
4. Consent — where required, for example for certain types of marketing communications or non-essential cookies. You can withdraw consent at any time.
5. Legal claims — to establish, exercise, or defend legal claims.

6. Photographs and Videos Sent to Us

You may send us photographs or videos to help us understand the waste, estimate the load size, assess access, and provide a more accurate quote.

Please avoid sending photos or videos that include people, private documents, financial information, children, personal valuables, or anything unrelated to the waste collection.

If personal information appears in a photo or video by accident, we will only use it where necessary for the purposes described in this Privacy Policy.

7. Special Category Data

We do not normally ask for or intentionally collect special category data, such as information about health, religion, ethnicity, political opinions, trade union membership, sexual orientation, or biometric data.

If you send us information of this kind accidentally, we will not use it unless it is necessary for a specific lawful purpose, such as health and safety, legal claims, or where you have clearly chosen to provide it.

8. How We Share Your Personal Information

We may share your personal information with trusted third parties where necessary, including:

1. employees, workers, contractors, and collection teams;
2. subcontractors or partner clearance teams;
3. waste transfer stations, recycling centres, disposal facilities, and waste management partners;
4. payment processors and banking providers;
5. website hosting, form, email, messaging, phone, CRM, and IT service providers;
6. accountants, bookkeepers, insurers, legal advisers, and debt recovery providers;
7. regulators, local authorities, HMRC, law enforcement, courts, or other authorities where required by law;
8. advertising, analytics, or review platforms where used lawfully;
9. business buyers or advisers if we sell, restructure, or transfer part of our business.

We only share personal information where we have a valid reason to do so.

9. International Transfers

Some of the service providers we use may process personal information outside the United Kingdom. Where this happens, we will take reasonable steps to ensure that appropriate safeguards are in place, such as adequacy regulations, approved contractual clauses, or other lawful transfer mechanisms.

10. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy. As a general guide:

1. Quote enquiries that do not become bookings may be kept for up to 12 months.
2. Booking, invoice, payment, and customer service records may be kept for up to 6 years for tax, accounting, legal, and business record purposes.
3. Waste transfer notes and related waste compliance records may be kept for the period required by applicable waste regulations and business record requirements.
4. Photos and videos sent for quotes may be kept for as long as needed to manage the quote, booking, dispute, compliance matter, or service record.
5. Complaint, dispute, insurance, or legal claim records may be kept for as long as necessary to resolve the issue and protect our legal position.
6. Marketing preferences may be kept until you unsubscribe or ask us to stop contacting you, and we may keep a suppression record to make sure we do not contact you again.

These periods may vary depending on the nature of the information and any legal, accounting, regulatory, insurance, or dispute-related requirements.

11. How We Protect Your Information

We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration, or disclosure. These steps may include access controls, password protection, secure systems, staff guidance, limited access to records, and using reputable service providers.

However, no method of transmission or storage is completely secure, so we cannot guarantee absolute security.

12. Marketing Communications

We may contact you with marketing communications where we are legally allowed to do so. This may include emails, SMS messages, WhatsApp messages, phone calls, or other communications about our services, offers, reminders, or updates.

You can opt out of marketing communications at any time by contacting us at hello@oxload.co.uk or by using any unsubscribe option provided.

We may still send you service-related messages about existing enquiries, bookings, payments, or collections.

13. Cookies and Website Analytics

Our website may use cookies and similar technologies to make the website work, improve performance, understand usage, and support marketing or advertising.

Some cookies are necessary for the website to function. Others, such as analytics or advertising cookies, may require your consent depending on how they are used.

Where required, we will ask for your consent before placing non-essential cookies on your device. You can usually manage cookies through your browser settings or any cookie banner provided on our website.

14. Third-Party Links

Our website may contain links to third-party websites, platforms, or services. We are not responsible for the privacy practices, content, or security of third-party websites. You should read their privacy policies before providing personal information to them.

15. Your Data Protection Rights

Depending on the circumstances, you may have the following rights under UK data protection law:

1. the right to be informed about how your personal information is used;
2. the right to access your personal information;
3. the right to correct inaccurate or incomplete information;
4. the right to request deletion of your information;
5. the right to restrict how your information is used;
6. the right to object to certain uses of your information;
7. the right to data portability in certain cases;
8. the right to withdraw consent where we rely on consent;
9. the right to complain to the Information Commissioner's Office.

These rights are not absolute and may depend on the legal basis for processing and the circumstances of your request.

16. How to Exercise Your Rights

If you want to exercise your data protection rights, please contact us at:

Email: hello@oxload.co.uk
Telephone: 07518881237
Post: OXLOAD LTD, 179 Downing Road, Dagenham, RM9 6LX

We may need to verify your identity before responding to your request. We will aim to respond within the time required by data protection law.

17. Complaints

If you have concerns about how we handle your personal information, please contact us first so we can try to resolve the issue.

Email: hello@oxload.co.uk
Telephone: 07518881237
Post: OXLOAD LTD, 179 Downing Road, Dagenham, RM9 6LX

You also have the right to complain to the Information Commissioner's Office, the UK regulator for data protection matters.

ICO website: https://ico.org.uk
ICO telephone: 0303 123 1113

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on our website. The "Last updated" date at the top of this policy shows when it was last changed.

19. Contact Us

If you have any questions about this Privacy Policy or how we use your personal information, please contact:

OXLOAD LTD
179 Downing Road
Dagenham
RM9 6LX

Email: hello@oxload.co.uk
Telephone: 07518881237
Website: https://oxload.co.uk