Privacy & Cookies
Privacy & Cookie Policy
The short version: we collect what we need to move your house, we never sell it, and you can ask us to delete it whenever you like.
Who we are
Great House Move ("we", "us") is a removals company based in Durham, England, and part of the Great House family alongside Great House Cleaning and Great House Finish. For anything in this policy, contact us at info@greathousemove.co.uk or 0191 743 2754.
What we collect, and why
Callback & contact forms. Name, phone number, the services you're interested in and your preferred callback time. Used solely to contact you about your enquiry. Stored in our own customer system (hosted in the EU/UK on PocketHost).
Online bookings. Name, phone, email, the full collection and delivery addresses, property details (floor, lift), your move date, any discount code used, and the items you tell us about. Used to price, schedule and carry out your move, and to send your booking confirmation. Legal basis: performance of a contract. We also record that you accepted our terms, with the date and time, because we need to be able to show that agreement was given.
Address lookup. When you type a postcode we send just that postcode to postcodes.io to fill in your town and work out the distance — never your name or any other detail. Driving distances are calculated through the OSRM routing service.
Marketing emails (only if you ask). If you tick the mailing-list box at checkout we add your name and email to our list and record when you consented. Legal basis: your consent. Every email carries a one-click unsubscribe, and unsubscribing never affects a booking or a price you've already been given. Leaving the box unticked changes nothing about your move.
Payments. Card payments are processed by Stripe on Stripe's own secure pages. We never see or store your card details — we receive only confirmation that your deposit was paid. See Stripe's privacy policy.
Emails. Booking confirmations are sent via Resend, our email provider, using the address you give us at booking.
How you found us. When you arrive from one of our adverts the link carries a tag saying which advert it was (for example utm_source=snapchat, or a Google click id). If you then send us an enquiry or make a booking we store that tag, the page you landed on and the site that referred you, alongside your enquiry — so we can tell which adverts are worth paying for. It is kept for the length of your browser session only and is never used to build a profile of you or shared with anyone. We also record the IP address your enquiry came from, as evidence of when and how you gave us permission to contact you. Legal basis: our legitimate interest in knowing which of our own adverts work, and in being able to evidence consent.
WhatsApp. If you choose a WhatsApp button, you leave our site and WhatsApp's own terms apply.
Facebook, Instagram & Snapchat lead forms
If you contact us through a Facebook or Instagram lead form, Meta shares the details you submitted (name, phone, and your answers) with our customer system so we can call you back. A Snapchat lead form works the same way: Snap passes us the details you submitted (name, phone, email and your answers) so we can call you back. Data deletion: email info@greathousemove.co.uk with the subject "Data deletion" and we will delete your details within 30 days and confirm.
Cookies & similar technologies
| Type | What it does | Consent? |
|---|---|---|
| Essential (localStorage and sessionStorage) | Remembers your cookie choice (ghm_cookie_consent). No tracking. | Not required |
| Google Ads (AW-18134669911) | Measures whether our adverts led to an enquiry or booking. Uses Google Consent Mode v2 — no cookies are set unless you press Accept on our cookie banner. | Required — off by default |
| Google Analytics 4 (G-4QT7JTQTZM) | Tells us which pages people actually use and where they give up, so we can fix the site. Same consent gate as above. | Required — off by default |
| Meta Pixel (2856251738082780) | Tells Facebook and Instagram which of our adverts led to an enquiry or booking. Stricter gate than the Google tags: the pixel is not loaded at all until you press Accept — decline and your browser never contacts Meta. | Required — off by default |
| Snap Pixel | Tells Snapchat which of our adverts led to an enquiry or booking. Same gate as the Meta Pixel: not loaded at all until you press Accept — decline and your browser never contacts Snap. | Required — off by default |
The Google tags load on every page but start in a fully denied state, so before you choose they send Google an anonymous, cookieless signal and nothing else — no cookies, no identifiers. The Meta and Snap pixels do not load until you press Accept, so declining means no request is ever made to Meta or Snap. Pressing Accept is what turns cookies on. You can change your mind any time via "Cookie choices" in the footer.
Enhanced conversions
If you accept advertising cookies and then book a move, we pass Google a hashed version of the email address and phone number you gave us at checkout. Hashing turns them into an irreversible string before they leave your browser — Google cannot read the original from it. It is used for one thing: matching your booking back to the advert you clicked, so we can tell which adverts are worth paying for.
This does not happen if you decline cookies, and it never happens for anything other than a completed booking. We do not use it to build a profile of you, and we do not share it for any other purpose. If you would rather we did not, decline advertising cookies or use "Cookie choices" in the footer to withdraw at any point.
Paid bookings and Snapchat. When you pay a deposit on our website, our booking system tells Snap that a booking was made: its value, our booking reference, and your email address and phone number in hashed form (the same irreversible scrambling described above). Snap uses it only to count which of our Snapchat adverts led to bookings; it does not receive your name, address or move details. This is sent from our server, so it applies whether or not you accepted cookies. You have the right to object to this; email info@greathousemove.co.uk.
Text messages
If you give us your mobile number on an enquiry or booking form, we may text you about that enquiry — to acknowledge it, to ask something we need in order to price the job, or to send you a link to book. These are service messages about work you asked us about, not marketing. Reply STOP to any of them and we will stop texting you; reply START if you want them again. We record when you gave us permission, which form it came from and when you opted out, so we can show you that history on request.
How long we keep things
Enquiries that don't become bookings: up to 2 years, so we can honour follow-ups and offers. Bookings and invoices: 6 years, as required for tax records. Mailing-list details: until you unsubscribe, plus a note of the unsubscribe itself so we don't email you again by mistake. You can ask us to delete your data sooner (see your rights below) — we'll keep only what the law requires.
Your rights (UK GDPR)
- Access a copy of the data we hold about you
- Correct it, delete it, or restrict how we use it
- Object to processing, and take your data elsewhere (portability)
- Withdraw consent at any time (e.g. cookie choices in the footer)
- Complain to the ICO at ico.org.uk — though we'd love the chance to sort it first
Email info@greathousemove.co.uk for any of these — we respond within 30 days.
Sharing
We never sell your data. We share it only with the processors we rely on to run the service: PocketHost (hosting our booking and customer systems), Stripe (card payments), Resend (confirmation and mailing-list emails), postcodes.io and OSRM (postcode and distance lookup — postcode only), Cloudflare (serving this website), Google (Ads and Analytics measurement, and the hashed booking details described under Enhanced conversions — only if you accept cookies) and Meta (advertising measurement via the Meta Pixel — only if you accept cookies — and lead forms if you contacted us through Facebook or Instagram) and Snap (advertising measurement via the Snap Pixel — only if you accept cookies — lead forms if you contacted us through Snapchat, and, when you pay a booking deposit, a note of that booking described below). We share details with our sister companies only if you ask us to arrange their services for you.
Changes
We'll update this page when anything changes and refresh the date at the top.
Related
Terms & Conditions — deposits, cancellation, access and insurance, in plain English.
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