01Scope of this policy
This policy explains how Hornbill Haulers handles information when you use our website, Hornbill Customer, Hornbill Work and related support services. The information involved depends on your account role and the services you choose. Third-party services, including your email provider, payment provider and app store, have their own privacy policies.
02Information you provide
Customer account information may include your full name, mobile number, email address, profile photograph, saved addresses and communication preferences. Service information includes booking requirements, moving inventories, access instructions, cleaning selections, schedules, property visit requests and support messages.
Hornbill Work may require vehicle partners, staff and property owners to provide role-specific information. This can include identity and verification documents, bank details, vehicle details, staff details and property listing content. Provide only information you are authorised to share; avoid including another person’s personal information unless it is needed for the service and you have permission.
03Permissions and device information
Where a feature requests access to your device location, camera or photo library, the operating system controls that permission. Location can help select a service area or enter an address. Camera and photo access can support profile images, verification documents, property photographs or support evidence. You can change permissions in device settings; features depending on a permission may then be unavailable.
Technical information can include device and app versions, request logs, IP addresses, diagnostic events and session information needed to operate and protect the service. This website does not install advertising trackers or analytics cookies. Hosting infrastructure may maintain technical access logs.
04Payments and wallet records
Payment and wallet records may include payment references, booking amounts, transaction status, refunds, credits and debits. Payment processors handle payment authorisation under their own terms. Do not send card security codes, banking passwords or payment OTPs through an enquiry or support message. Bank account details supplied by eligible work accounts support verification and settlement workflows.
05How information is used
Information is used to authenticate accounts, display appropriate services, prepare quotes, process and manage bookings, coordinate service fulfilment, manage properties, record payments and wallet activity, respond to support requests and protect against misuse. We also use relevant records to meet applicable legal, accounting and dispute-resolution obligations.
Service communications relate to your account, enquiry or booking. Optional promotional communications should follow the choices provided to you. You may ask support to update communication preferences without giving up messages necessary for an active service.
06Sharing for service delivery
Relevant booking information may be shared with assigned staff, vehicle partners or property owners when required to deliver the service you requested. Information may also be processed by providers supporting hosting, authentication, payments, communications and operational support. Access should be limited to the information needed for the task.
Information may be disclosed when required by law, in response to a valid legal request, or where necessary to investigate fraud, protect safety or resolve a dispute. A property visit request does not authorise unrestricted disclosure of your account information to unrelated parties.
07Website enquiries
The website enquiry form prepares an email draft on your device. The marketing website does not store those form entries in a database or submit them to an enquiry API. Sending the draft is your choice and is handled by your email application. Once an email is sent, its contents are handled through the receiving mailbox and the relevant email providers.
08Retention and deletion
Account and service information is retained for the purposes for which it is needed, including active bookings, support, payment reconciliation, fraud prevention and legal obligations. A deletion request may not remove records that must be retained for an unresolved booking, transaction, dispute or legal requirement. Retained records should be limited to the relevant purpose.
Deleting the mobile app does not itself delete your account. To request deletion or understand which records may be retained, contact Support in your Hornbill app.
09Your choices and requests
You can review available profile settings, update account details, manage device permissions and contact support about access, correction, deletion or other privacy requests. We may need to verify that a request comes from the account holder before disclosing information or changing an account. Applicable rights and exceptions depend on the law that applies to your request.
10Security
Keep your device secure and do not share OTPs or account access with another person. Report suspected unauthorised activity through support. No transmission or storage system can be guaranteed completely secure; avoid sending unnecessary sensitive information in free-text messages.
11Children and third-party links
Hornbill services are intended for people who can lawfully enter into the relevant service arrangements. Do not create an account for a child or submit a child’s identity documents through a general enquiry. Links to app stores, payment services and other external sites are governed by those services’ own policies.
12Contact and policy changes
For a privacy request, use Support in your Hornbill app or the contact form on our website. Identify the relevant account and explain your request, without sending an OTP or password. Updates to this policy will be reflected on this page; material changes affecting an active service should be communicated through the appropriate service channel.