Privacy Policy

Last updated: 25 October 2026

Who we are

MarleyMoves Ltd (company number 15914266) is a removals company based at Ash Cottage, Sherborne Causeway, Shaftesbury, SP7 9PX. We decide how your personal data is used (we are the "controller"). For privacy enquiries, contact us at hello@marleymoves.co.uk or 01747 637070.

What data we collect

• Contact details you give us when requesting a quote: name, phone number, email, moving addresses, property size, preferred date, any access or service notes.
• Communications: emails, phone calls, WhatsApp and Facebook Messenger messages, and quote form submissions.
• When you message our Facebook Page, Meta shares your first and last name with us so we can label the conversation.
• If you agree to an AI-assisted survey: room video or images, optional narration, the resulting item list, and the estimator's review decisions.
• Website usage data, including page views, referrers, device and browser information, interactions, advertising click identifiers, and conversion events.
• Technical details sent with an enquiry from this website: your IP address and browser details. We use these to match your enquiry to the advert that led to it, and our operations system deletes them after 7 days.
• If you book a move: payment details (processed by our payment provider, not stored by us) and move records.

Why we use it

• To send you a written quote, which is the purpose of the form (to take steps at your request before a contract).
• To plan and run your move (to perform our contract with you).
• To help our estimator prepare a room-by-room inventory and volume estimate from an agreed video survey. A person checks every AI suggestion before it is used.
• To follow up on your quote if we haven't heard back: a short series of automated email reminders over the first two weeks, which stop as soon as you book, decline, or ask us to stop (legitimate interests).
• To ask you for feedback or a review after your move (legitimate interests).
• To keep accounting records for HMRC (required by law).
• To understand how individual visits progress through the website, measure enquiries and advertising performance, improve the website, and assess marketing campaigns (legitimate interests).
• To tell advertising platforms which adverts led to enquiries and booked moves, so we spend our advertising budget on what works, and to stop showing our adverts to people who have already booked. This relies on our legitimate interests, balanced against your rights, and you can opt out at any time (see "Your choices" below).

Measuring our advertising: what we share and with whom

When you send an enquiry, call or message us from this website, we record it as a "conversion" with the advertising platforms whose tags are on this website (listed under "Cookies" below), together with a random reference that has no meaning outside our systems. The events our website sends to the Meta Pixel, Google Analytics, PostHog and Plausible also carry the campaign tags, click ids, first landing page and referrer we stored when you arrived. When you send an enquiry from this website, Google and Microsoft also receive your email address and phone number in hashed form, and so does Meta, through the Meta Pixel's advanced matching. Hashing turns them into a fixed-length code (SHA-256) before they leave your browser or our systems. The platform compares that code with the details it already holds, to recognise you if you use its services. Hashed details are still personal data, so the choices below apply to them.

Our operations system also tells Google how your enquiry goes, however you first contacted us, and may do the same for Meta, Microsoft, Google Analytics and PostHog. So each platform can match this to the right advert, it may send:

• Your details, hashed the same way. Your email address and phone number go to Google, Meta and Microsoft. Meta also receives your first and last name, postcode, country and customer reference.
• Details of your visit and the advert. The click id from the advert and when you clicked it, the campaign tags on the link, how you found us, and the browser ids set by Google Analytics and the Meta Pixel. Meta may also receive your IP address and browser details and, if you messaged us on WhatsApp or Messenger from a Meta advert, the ids Meta gave that chat.
• How your enquiry went. Whether you booked a survey, accepted a quote and booked a move, with the value of the move, each labelled with a random reference (Microsoft matches on the click id and time instead). When the move is completed or its price changes we update that value at Google, and if the booking is cancelled we withdraw it there, where Google allows it; we may do the same at Microsoft. We do not send these updates to Meta. Google Analytics and PostHog may also receive the other stages, such as a quote being sent, and, if your enquiry does not go ahead, the reason we recorded.

We do this with:

• Google (Google Ads and Google Analytics): Enhanced Conversions on this website. Our operations system also sends the later stages to Google Ads, through Google's Data Manager API and Google Ads API, and may send them to Google Analytics.
• Meta (Facebook and Instagram adverts): the Meta Pixel. We may also send your enquiries and contact taps to Meta's Conversions API from this website, and the later stages from our operations system, with the details listed above.
• Microsoft (Microsoft Advertising, including Bing): the UET tag with enhanced conversions, and we may send the later stages as offline conversions.
• OpenAI (ChatGPT adverts): the ChatGPT pixel, which records enquiries and contact taps so OpenAI can measure its adverts.
• PostHog: our website analytics tool, hosted in the EU. When you send an enquiry, your visit is linked to your enquiry reference (the random id, not your name, email or phone number), and our operations system may record later stages, such as quoted, booked, completed or declined, against the same reference.

We add the hashed details of people who have booked a move with us to a customer list at Google (Customer Match), and may do the same at Meta, so our adverts are not shown to them. Each person stays on these lists for up to 540 days after booking. We may also use similar lists, for example of people with an open quote or past customers, to choose who sees our adverts.

Some of this goes through Make (see "Who we share it with" below). Depending on the service, Google, Meta, Microsoft and OpenAI handle this data either on our behalf or for their own purposes under their own privacy policies. We never sell your information.

Who we share it with

• Resend: sends transactional emails (your quote confirmation and our internal notifications).
• Our operations system, hosted using OVH and Supabase: stores enquiries, quotes, bookings, communications, payment records, survey records, and move records.
• Meta (WhatsApp and Facebook Messenger): delivers the messages you send us and our replies.
• Microsoft 365: hosts our email.
• Sanity: stores website content. If direct delivery to our operations system fails, Sanity temporarily receives the enquiry as a recovery route, without your IP address or browser details. Once the enquiry is safely in our private operations system, the public-dataset copy is archived privately and removed.
• Vercel: hosts the website.
• Resend and Webex: send service emails and internal lead-alert text messages.
• Google Gemini: securely processes agreed survey media to suggest moving items for our estimator to review.
• Google Maps: shows the map on our contact page and can suggest addresses as you type them into the quote form. Google receives your browser details when the map loads, and the address text you type.
• Plausible: cookieless website statistics.
• Google Analytics and Google Ads: website usage, attribution, conversion measurement (including Enhanced Conversions), advertising performance, and the enquiry outcomes and customer lists described above. Google Tag Manager is not used.
• Meta Pixel and Meta's Conversions API: page-view, interaction, attribution, and conversion measurement for Meta advertising. When you send an enquiry, the Pixel sends a hashed copy of your email address and phone number with the enquiry event, and may send it with other Pixel events later in the same visit. We may also use the Conversions API for this, as described above.
• Microsoft Advertising (UET tag): page-view, attribution, and conversion measurement for Microsoft advertising, including Bing.
• OpenAI (ChatGPT pixel): enquiry and contact-tap measurement for ChatGPT advertising.
• PostHog: website behaviour, funnels, experiments, session recording when that feature is enabled, and the enquiry stages described above.
• Make (make.com): delivers what our operations system sends to Meta, Google Analytics and PostHog.
• HMRC and our accountant: for tax and accounting records.

Apart from the advertising and analytics described above, we only share your details with trusted service providers where necessary to deliver your move, process payments, communicate with you, or meet our legal obligations. We never sell your information.

How long we keep it

• Enquiries, quotes, bookings, payment records, move records and accounting records are currently retained in our private operations system so we can deliver the service, maintain an audit trail, handle claims and meet tax or legal obligations. We do not apply an automatic 12-month or six-year deletion rule to these records.
• Fallback enquiry copies are removed from Sanity's public dataset after they are confirmed in our private operations system and have passed a safety period. A restricted private recovery archive is retained.
• Analytics and advertising data is retained according to the settings and policies of Plausible, Google, Meta, Microsoft, OpenAI and PostHog. There is no single 14-month period covering all of these providers.
• Google Analytics keeps event-level data for 14 months. PostHog keeps event data for 7 years (the default on our plan) and session recordings for 30 days.
• The IP address and browser details sent with an enquiry are deleted from our operations system after 7 days.
• Our own records of what we sent to advertising platforms for measurement (the references, hashed details and click ids described above) are kept for 24 months.
• AI survey source media and extracted frames are deleted by a daily process 30 days after the related job is completed or the enquiry is declined. Withdrawing consent makes the media eligible for deletion immediately. Inactive or abandoned survey media is deleted after 90 days. We may preserve material for a documented legal dispute.
• Other survey photographs and job photographs, video or audio are kept with the job record until they are manually deleted or erased following a valid request, unless we have a legal reason to retain them. They do not currently have an automatic expiry period.
• Cookies and other browser storage last as long as listed under "Cookies" below.

Photographs and videos from your move

Our crew take photographs and short videos during the move, as a record of condition and to show our work. We may use photographs and videos that do not show you, your address or your personal documents in our marketing, including on our website and social media. If you would rather we did not use any from your move, tell us at any time, before or after the move, and we will not use them and will remove any already published.

For moves booked under terms requiring separate permission for marketing, we will use photographs or videos only if that permission has been given. This notice does not change permissions agreed for an existing booking.

We rely on our legitimate interests in recording condition and showing our work, balanced against your rights. You can object to marketing use using the contact details under "Your choices" below.

AI-assisted video surveys

Our estimator may offer to film or import a walkthrough of your rooms so software can suggest the items being moved and their likely volume. We will explain the process first, record your agreement, and offer a normal manual survey instead. Narration is optional. The software does not make the final decision: our estimator checks, corrects and confirms every room before the inventory or vehicle guidance is used. Please avoid showing people, paperwork and screens where practical. You can withdraw before the survey is confirmed, and you can contact us about your data using the details above.

Your rights

Under UK GDPR you can ask us to: confirm what data we hold about you; provide a copy; correct it if wrong; delete it (unless we have a legal reason to keep it, like tax records); restrict how we use it; or object to us using it, including for advertising measurement. Email hello@marleymoves.co.uk and we'll respond within 30 days.

Cookies

We use strictly-necessary cookies for basic site functionality. Plausible also collects cookieless website statistics. Google Analytics, Google Ads, Meta Pixel, the ChatGPT pixel, Microsoft UET and PostHog are active by default and may use cookies or similar browser storage to measure visits, interactions, conversions and advertising performance. These are the analytics and advertising tags this website loads, and what each one stores in your browser on this website. The companies behind them may also use cookies on their own websites, under their own privacy policies, and the Google Maps map on our contact page may set Google's own cookies.

• Google tag (Google Analytics 4 and Google Ads): visits, pages and enquiries; advert attribution and conversions; call conversions from our Google forwarding number. Cookies _ga and _ga_* (2 years) and _gcl_au (90 days), plus other _gcl_* cookies (90 days) when you arrive from a Google advert.
• Meta Pixel: page views, enquiries and contact taps for Meta advertising. Cookies _fbp (90 days), and _fbc (90 days) when you arrive from a Meta advert. If you then send an enquiry, the Pixel may also set _fbleid (7 days), which holds that enquiry's random reference.
• ChatGPT pixel (OpenAI): loads on every page and records enquiries and contact taps for ChatGPT advertising. Cookies __obref (a random browser identifier, 365 days), __oppref (the ChatGPT ad click id, 30 days) and __oaiq_consent (your consent choice, 30 days, also kept in local storage as oaiq_consent).
• Microsoft UET: page views, enquiries and contact taps for Microsoft advertising. Cookies _uetsid (1 day) and _uetvid (up to 13 months).
• PostHog (EU): how visits move through the website, and session recordings when switched on. Cookie and local storage ph_<project>_posthog (up to 1 year).
• Plausible: cookieless visit statistics. Nothing is stored in your browser.
• Our own: your cookie choice (cookie mm-consent, 1 year, also kept in local storage); how you found us (cookie mm-attr and local storage mm-attribution, 90 days); your first name for the thank-you page (cookie mm-thanks-name, 10 minutes); a random reference that keeps you on the same version of a paid landing page (cookie mm-go-seed, 90 days, sent only to our /go pages; it is not set while your mm-consent cookie records "Essential only", and one set earlier is removed the next time you open a /go page); and, until you close the browser tab, session storage that stops an enquiry being counted twice and remembers which version of a page you saw. Your cookie choice and how you found us are kept whichever choice you make, so an enquiry reaches us with its source and your choice attached.

Your choices

• Website tracking: select "Essential only" below. This turns off Google Analytics, Google Ads, Meta, ChatGPT, Microsoft and PostHog in this browser, turns off Plausible from the next time you open or reload a page, and stops our servers sending any website event about you as well. Select "Accept analytics & advertising" to turn them back on. Strictly-necessary cookies always remain on. An enquiry you send while "Essential only" is selected carries that choice, so our operations system sends nothing about you to these platforms either.
• Opting out of advertising and analytics: email hello@marleymoves.co.uk, call 01747 637070 or send us a WhatsApp message. We then record your opt-out in our operations system, which sends nothing further about you to Google Ads, Meta, Microsoft, Google Analytics or PostHog and takes you off our customer lists. To stop this website's tags in your browser too, select "Essential only" below.
• Conversions already sent cannot be recalled. Once an enquiry or booking has been reported to Google, Meta, Microsoft or OpenAI, we cannot delete it from their systems. Opting out stops anything new being sent. You can manage what those companies do with your data in your Google, Meta, Microsoft or OpenAI account settings.
• Photographs and videos from your move: to stop marketing use or ask us to remove anything already published, email hello@marleymoves.co.uk, call 01747 637070 or send us a WhatsApp message. You can tell us before or after your move.

Complaints

If you're unhappy with how we've handled your data, you can complain to the UK Information Commissioner's Office at ico.org.uk/concerns.

Version privacy-notice-v3-2026-10-25, last updated 25 October 2026.