Last updated: September 2026

At Move Devon, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, make an enquiry or hire mobility equipment from us.

Move Devon provides mobility equipment hire throughout Devon, including mobility scooters, wheelchairs, rollators, commodes, toilet seat raisers and other mobility aids.

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Move Devon is a Devon-based mobility equipment hire service.

Trading name: Move Devon
For data protection purposes, the legal entity operating Move Devon is the data controller responsible for the personal information described in this policy.

2. Information We May Collect

The information we collect depends on how you interact with Move Devon.

Identity Information

This may include:

• Name
• Title
• Booking reference
• Electronic acknowledgement or signature associated with a hire agreement

Contact Information

This may include:

• Email address
• Telephone number
• Home address
• Billing address
• Delivery and collection address

Booking Information

When you hire equipment, we may collect:

• Equipment selected
• Hire dates
• Delivery or collection preference
• Delivery instructions
• Booking history
• Additional equipment or services selected
• Information relating to changes or cancellations

Payment Information

When you pay online, payment information is normally processed securely by our chosen payment provider.

Move Devon does not normally store your complete debit or credit card details.

We may retain information relating to the transaction, such as:

• Amount paid
• Payment status
• Transaction reference
• Refund information
• Payment date

Equipment Suitability Information

We may sometimes need information to help determine whether particular equipment is suitable for its intended use.

For example, we may ask for information such as the intended user's approximate weight where this is necessary to ensure that the manufacturer's maximum user weight is not exceeded.

In some circumstances, information voluntarily provided to us could reveal information about a person's health or mobility.

Health information receives additional protection under data protection law. Where we need to process health information, we will only do so where we have an appropriate lawful basis and additional legal condition for doing so.

We aim to collect only the information reasonably necessary to provide the service.

Communications

We may keep records of communications between you and Move Devon, including:

• Emails
• Contact forms
• Telephone notes
• Booking enquiries
• Complaints
• Customer support requests

Technical Information

When you use our website, certain technical information may be collected automatically, such as:

• IP address
• Browser type
• Device type
• Operating system
• Approximate location derived from technical data
• Pages visited
• Time spent on the website
• Referral source

Some of this information may be collected through cookies or similar technologies.

3. How We Collect Your Information

We may collect personal information when you:

• Visit the Move Devon website;
• Complete an online booking;
• Hire mobility equipment;
• Make an online payment;
• Contact us by telephone;
• Email us;
• Submit a website enquiry;
• Accept or sign a hire agreement;
• Request delivery or collection;
• Change or cancel a booking;
• Report a fault, accident, loss or theft;
• Submit a complaint; or
• Otherwise communicate with Move Devon.

We may also receive limited information from third parties involved in providing our services, such as payment processors or booking technology providers.

4. How We Use Your Information

We may use your personal information to:

Manage Your Booking

This includes:

• Creating your booking
• Checking availability
• Confirming your hire
• Managing changes
• Managing extensions
• Processing cancellations
• Maintaining booking records

Deliver and Collect Equipment

We use information such as your name, telephone number and address to arrange delivery and collection.

Where equipment is being delivered to a hotel, holiday park, holiday cottage or other accommodation, we may use information about that location to complete the delivery.

Take and Manage Payments

We use relevant information to:

• Process payments;
• Confirm transactions;
• Process refunds;
• Maintain financial records; and
• Investigate payment disputes where necessary.

Communicate With You

We may contact you regarding:

• Booking confirmations
• Delivery arrangements
• Collection arrangements
• Changes to your booking
• Payment issues
• Equipment availability
• Equipment faults
• Safety information
• Customer service matters

Manage Our Equipment

We may use booking information to understand:

• Which equipment is currently hired;
• Who is responsible for it;
• When it should be returned;
• Where it needs to be collected; and
• Whether maintenance or inspection may be required.

Protect Our Business and Customers

Information may be used where reasonably necessary to:

• Prevent fraud;
• Investigate theft;
• Investigate equipment damage;
• Manage accidents or incidents;
• Resolve disputes;
• Protect our legal rights; and
• Protect the safety of customers and others.

Meet Legal Obligations

We may process and retain information where required for:

• Accounting;
• Taxation;
• Insurance;
• Legal claims;
• Regulatory requirements; and
• Other legal obligations.

5. Our Lawful Bases for Processing

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may rely upon:

Contract

We need to process certain information to provide the equipment hire or other service you have requested.

For example, we need your delivery address if you ask us to deliver a mobility scooter.

Steps Before Entering Into a Contract

We may process information to respond to enquiries or take steps requested by you before you make a booking.

Legal Obligation

We may need to process or retain information to comply with obligations imposed by law.

Legitimate Interests

We may process information where necessary for legitimate business purposes, provided those interests are not overridden by your rights.

Examples may include:

• Protecting our equipment;
• Preventing fraud;
• Maintaining appropriate business records;
• Improving our services;
• Securing our website; and
• Managing customer enquiries.

Consent

Where consent is the appropriate lawful basis, we will ask for it.

For example, consent may be used for certain marketing communications or non-essential website cookies.

You can withdraw consent where processing is based on consent.

6. Health and Mobility Information

Some information relating to a person's mobility, medical circumstances or equipment requirements could constitute special category health data under UK GDPR.

Move Devon is an equipment hire provider and does not need detailed medical histories for ordinary bookings.

Please do not provide unnecessary medical information.

Where health information is genuinely necessary, we will process it only where we have both:

• A lawful basis under UK GDPR; and
• An appropriate condition permitting the processing of special category data.

Where explicit consent is the appropriate condition, we will request it separately.

7. Online Booking System

Move Devon uses an online booking system to manage equipment hire.

Information entered into the booking system may include:

• Name
• Contact details
• Hire dates
• Equipment selected
• Delivery details
• Booking notes
• Payment status
• Agreement acceptance

Our website currently uses Amelia to provide booking functionality.

Information submitted through the booking system may therefore be processed using the systems and technology required to operate that service.

We configure our booking systems with the aim of collecting only information reasonably necessary to administer your hire.

8. Online Payments

Payments may be processed by a third-party payment provider.

The payment provider processes payment information according to its own privacy and security arrangements.

Move Devon generally receives confirmation of the transaction rather than your complete payment card details.

The exact payment providers used may change from time to time and will normally be identifiable during checkout.

9. Sharing Your Information

We do not sell your personal information.

We may share information where reasonably necessary with organisations that help us operate Move Devon.

These may include:

• Website hosting providers
• Booking system providers
• Payment processors
• IT and website support providers
• Email providers
• Accountants
• Insurers
• Professional advisers
• Delivery providers, where applicable

These organisations should only receive the information reasonably necessary to perform their function.

We may also disclose information where:

• Required by law;
• Required by a court or regulatory authority;
• Necessary to investigate suspected fraud or crime;
• Necessary to report theft;
• Necessary to establish, exercise or defend legal claims; or
• Necessary to protect someone's vital interests in an emergency.

10. Hands On Hand Home Care

Move Devon was established by Charlie, Director of Hands On Hand Home Care, and the businesses may share certain operational resources.

However, personal information collected through Move Devon will not automatically be used by Hands On Hand Home Care for unrelated purposes.

Where information needs to be shared between the businesses for a legitimate operational reason, it will only be shared where there is an appropriate lawful basis.

Move Devon customer information will not simply be added to Hands On Hand Home Care marketing databases without an appropriate lawful basis or consent where required.

11. Marketing

We may occasionally ask whether you would like to receive information about Move Devon services, offers or news.

Where consent is required, we will not send electronic marketing unless you have given the appropriate permission or another lawful basis permits us to do so.

You can unsubscribe from marketing communications at any time.

Operational messages relating to an existing booking are not marketing.

For example, we may still contact you about:

• Your booking;
• Delivery;
• Collection;
• Payment;
• Equipment safety; or
• A problem with your hire

even if you have opted out of marketing.

12. Cookies

Our website may use cookies and similar technologies.

Some cookies are necessary for the website and booking system to operate.

Others may be used for purposes such as:

• Analytics
• Remembering preferences
• Website performance
• Advertising or marketing

Where required by law, non-essential cookies will only be activated after you have provided the appropriate consent.

Please see our separate Cookie Policy and website cookie controls for further information.

13. How Long We Keep Information

We do not intend to retain personal information indefinitely.

Retention periods depend upon the reason the information was collected and our legal or operational requirements.

For example, we may retain:

Booking and transaction records for the period reasonably required for accounting, taxation, contractual and legal purposes.

Hire agreements for an appropriate period after the hire in case questions, disputes or claims arise.

Enquiries for as long as reasonably necessary to deal with the enquiry and any follow-up.

Incident or insurance information for the period required to investigate and manage the incident and any associated legal or insurance claim.

Marketing information until you withdraw consent or object, subject to retaining minimal suppression information where necessary to ensure we respect your preference.

When information is no longer required, we will take reasonable steps to delete it or anonymise it.

14. Keeping Your Information Secure

Move Devon takes reasonable technical and organisational measures to protect personal information.

These may include:

• Secure website connections (SSL/HTTPS);
• Controlled administrative access;
• Password protection;
• Website security measures;
• Software updates;
• Appropriate backups;
• Restricted access to customer information; and
• Reputable payment and booking providers.

No internet-based system can guarantee absolute security, but we take reasonable measures appropriate to the information we process.

15. International Data Transfers

Some technology providers used to operate our website, booking system, payments or communications may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal mechanism or safeguard is in place where required by UK data protection law.

16. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights including the right to:

Access

Ask for a copy of personal information we hold about you.

Rectification

Ask us to correct inaccurate or incomplete information.

Erasure

Ask us to delete your personal information in certain circumstances.

Restriction

Ask us to restrict how your information is processed in certain circumstances.

Data Portability

Request certain information in a portable format where the legal requirements are met.

Object

Object to certain processing, including direct marketing.

Withdraw Consent

Where processing relies on consent, you can withdraw that consent at any time.

Withdrawal does not make processing carried out before withdrawal unlawful.

Not every right applies in every situation, and legal or contractual requirements may mean that we need to retain certain information.

17. Exercising Your Rights

If you would like to exercise a data protection right or ask us a question about your information, contact:

Move Devon

Telephone: 07584 908560
We may need to confirm your identity before providing personal information or completing certain requests.

18. Complaints

If you have concerns about how Move Devon has handled your personal information, please contact us first so that we have an opportunity to investigate.

You also have the right to complain to the UK's independent data protection regulator:

Information Commissioner's Office (ICO)

Information about making a complaint is available from the ICO at ico.org.uk.

19. Children's Information

Move Devon's online hire services are intended to be booked by adults.

We do not knowingly use the website to collect personal information directly from children for marketing purposes.

Where equipment is required for a child or young person, the booking should normally be completed by their parent, guardian or another responsible adult.

20. Third-Party Websites

Our website may contain links to third-party websites.

Move Devon is not responsible for the privacy practices of websites operated by other organisations.

You should review their privacy information before providing personal information.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in:

• Our services;
• Technology;
• Booking processes;
• Third-party providers; or
• Legal requirements.

The latest version will be published on the Move Devon website with the date it was last updated.

22. Contact Us

For questions about this Privacy Policy or how Move Devon uses your information, please contact:

Move Devon
Keeping Devon Moving

Kingsteignton, Devon

Telephone: 07584 908560