Crate Crew Privacy Policy

Privacy Policy

Last updated: 22 August 2026

Crate Crew respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it and the rights you have under UK data protection law.

1. Who we are

Crate Crew is operated by Richard Howe, a sole trader trading as Crate Crew.

For the purposes of UK data protection law, Crate Crew is the data controller for personal information collected in connection with our business.

You can contact us at:

Trading name: Crate Crew

Email: [email protected]

Address: PO Box 463, Royal Mail Delivery Office, Wycombe Way
Carterton, Oxfordshire OX183TT
United Kingdom

2. Information we collect

When you visit our website, contact us or make a booking, we may collect personal information including:

  • Your name
  • Email address
  • Telephone or mobile number
  • Billing address
  • Delivery address
  • Collection address
  • Rental dates and times
  • Products or packages booked
  • Delivery and access instructions
  • Collection instructions
  • Information you provide in booking notes or messages
  • Booking and order numbers
  • Contracts and signatures
  • Records of communications with us
  • Payment, refund and transaction information
  • Marketing preferences
  • Information relating to missing, damaged or returned rental equipment
  • Technical information relating to your use of our website

We only collect information that is reasonably necessary to provide our services and operate our business.

3. Information we receive from other sources

In some circumstances, we may receive your information from another organisation or individual.

For example, an estate agent, removal company, storage company or other referral partner may provide your contact details where you have asked or agreed for them to introduce you to Crate Crew.

We may also use publicly available information to identify geographical areas where our services may be relevant.

For example, we may use publicly accessible information showing that properties are being marketed for sale or rent when deciding where to distribute general Crate Crew advertising or leaflets.

We do not use publicly available property listings to obtain private contact information about individual residents.

Where we receive personal information about you from another source, we will handle it in accordance with applicable data protection law.

4. How we use your information

We may use your personal information to:

  • Process and manage bookings
  • Arrange delivery and collection of rental equipment
  • Contact you about your booking
  • Confirm delivery and collection arrangements
  • Take and record payments
  • Issue refunds
  • Manage rental extensions or booking changes
  • Provide customer service
  • Record the equipment supplied to you
  • Manage missing, damaged or unreturned equipment
  • Recover money legitimately owed to us
  • Prevent fraud or misuse of our services
  • Maintain appropriate business and accounting records
  • Improve our website and services
  • Measure website and advertising performance where permitted
  • Send marketing communications where permitted
  • Establish, exercise or defend legal claims
  • Meet our legal, accounting, tax and regulatory obligations

5. Our lawful bases for using your information

We use different lawful bases depending on why we are processing your information.

Contract

We process information where it is necessary to provide the rental service you have requested or to take steps at your request before entering into a contract.

This includes processing bookings, arranging delivery and collection, communicating with you and taking payment.

Legal obligation

We may need to process or retain information to comply with legal obligations, including tax, accounting and regulatory requirements.

Legitimate interests

We may process information where reasonably necessary for our legitimate business interests.

These may include:

  • Protecting our rental equipment
  • Preventing fraud
  • Managing our business
  • Maintaining appropriate records
  • Improving our services
  • Recovering legitimate debts
  • Dealing with disputes or legal claims

We will only rely on legitimate interests where those interests are not overridden by your rights and freedoms.

Consent

Where consent is required, such as for certain marketing communications or non-essential website tracking, we will ask for your consent.

You can withdraw your consent at any time.

6. Booking system and Booqable

Our website, online rental booking system and rental-management services are provided using Booqable.

When you make a booking or interact with our rental system, information may therefore be processed through Booqable on our behalf.

This may include:

  • Your name
  • Email address
  • Telephone number
  • Delivery and collection addresses
  • Booking information
  • Rental dates
  • Custom booking information
  • Contracts
  • Signatures
  • Invoices
  • Payment records
  • Communications associated with your rental

Booqable may also use technologies necessary to operate website features such as the booking system, cart and checkout.

7. Payments and Stripe

Online payments may be processed through Stripe as part of our booking and payment system.

Information processed in connection with payments may include:

  • Your name
  • Billing information
  • Payment method information
  • Transaction amount
  • Payment status
  • Refund information

Your full card details are handled by our payment provider rather than being stored directly by Crate Crew.

Stripe may process information for purposes including payment processing, security, fraud prevention and regulatory compliance in accordance with its own privacy practices.

8. Google Analytics

We may use Google Analytics 4 (GA4) to understand how visitors use our website.

Where enabled, Google Analytics may help us understand information such as:

  • Pages viewed
  • Website interactions
  • How visitors move through the website
  • Rental products viewed
  • Actions taken during the booking journey
  • Device and browser information
  • Approximate location information

We use this information to help understand website performance and improve our services.

Google Analytics is a non-essential analytics service and will only be used where it is enabled and the required cookie or tracking consent has been provided.

9. Google Ads

We may use Google Ads to advertise Crate Crew and measure the effectiveness of our advertising.

Where enabled and where the appropriate consent has been provided, Google Ads technologies may be used for purposes such as:

  • Measuring advertising conversions
  • Understanding whether an advertisement resulted in a website visit or booking
  • Measuring advertising performance
  • Building advertising audiences where permitted

Non-essential advertising tracking will only be used where the appropriate consent has been provided.

10. Meta Pixel

Our website may use the Meta Pixel, which is provided by Meta and can be used in connection with advertising on services such as Facebook and Instagram.

Where enabled and where you have provided the required consent, Meta Pixel may help us:

  • Measure advertising performance
  • Understand actions taken after viewing or clicking an advertisement
  • Measure website conversions
  • Improve advertising campaigns
  • Build advertising audiences where permitted

Meta Pixel is not necessary for the basic operation of our website and should not be used for non-essential tracking unless the required consent has been obtained.

11. CartStack

We may use CartStack to help identify incomplete or abandoned booking journeys.

Where enabled, CartStack may process information relating to your interaction with our booking process, which may include:

  • Email address
  • Booking or cart information
  • Website interaction information
  • Device or browser information
  • Whether a booking was abandoned or later completed

CartStack may also be used to send abandoned-booking reminders where this is permitted.

Where consent is legally required for tracking or marketing communications, these activities will only take place where the appropriate consent has been obtained.

12. Elfsight

We use Elfsight to provide interactive functionality on our website, including our delivery-area feature.

Because Elfsight is a third-party embedded service, technical information may be processed when the widget is loaded or used.

Depending on its configuration, this may include information such as:

  • IP address
  • Device information
  • Browser information
  • Interaction with the embedded widget

Where any non-essential tracking technology requires consent, it should only be used after the appropriate consent has been provided.

13. Cookies and similar technologies

Our website uses cookies and similar technologies.

Some are necessary for the website to work properly, including functionality relating to:

  • Rental bookings
  • Shopping cart
  • Checkout
  • Website sessions
  • Security
  • Cookie preferences

We may also use optional analytics or advertising technologies, including technologies associated with Google Analytics, Google Ads, Meta Pixel and CartStack.

Where consent is required for non-essential cookies, pixels, scripts or similar technologies, we will ask for your permission through our website’s cookie controls.

Further information is available in our Cookie Policy.

14. Marketing communications

We may offer you the option to receive occasional marketing communications from Crate Crew, including information about:

  • Offers
  • Promotions
  • Moving tips
  • New services
  • Crate Crew news

Where we ask for marketing consent, the choice will be optional.

You do not need to agree to receive marketing communications in order to make a booking.

Where appropriate, you may also receive marketing communications where otherwise permitted by law.

You can unsubscribe at any time by using the unsubscribe option in a marketing message or by contacting us at [email protected]

Unsubscribing from marketing will not prevent us from contacting you where necessary about an existing booking, delivery, collection, payment or other service you have requested.

15. Who we share your information with

We do not sell your personal information.

We may share personal information where reasonably necessary with businesses that help us operate Crate Crew.

Depending on which services are enabled, these may include:

  • Booqable – website, booking and rental management
  • Stripe – payment processing
  • Google – analytics and advertising services
  • Meta – advertising measurement
  • CartStack – abandoned booking and cart recovery
  • Elfsight – embedded website functionality
  • Email and IT service providers
  • Accountants
  • Legal advisers
  • Other professional advisers

We may also disclose information where required by law or where reasonably necessary to establish, exercise or defend our legal rights.

16. International processing

Some of the technology companies we use, or companies they work with, may process personal information outside the United Kingdom.

Where personal information is transferred internationally, the relevant organisation is expected to use an appropriate lawful transfer mechanism or other safeguards required by UK data protection law.

17. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.

Booking, payment, contract and accounting records may generally be retained for up to six years where appropriate for accounting, tax, contractual or legal purposes.

Not every piece of information we collect will be kept for six years.

For example, general enquiries that do not result in a booking may be deleted sooner once they are no longer required.

Information relating to marketing preferences may be retained while you remain subscribed or where necessary to record that you have opted out of marketing.

Where information is no longer required, we will take reasonable steps to delete, anonymise or securely dispose of it.

18. Keeping your information secure

We take reasonable technical and organisational measures to protect personal information from:

  • Unauthorised access
  • Loss
  • Misuse
  • Alteration
  • Accidental disclosure

We also use established third-party technology providers to provide services such as booking management and payment processing.

However, no internet-based system can be guaranteed to be completely secure.

19. Your data protection rights

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

  • Request access to the personal information we hold about you
  • Ask us to correct inaccurate or incomplete information
  • Ask us to delete certain personal information
  • Ask us to restrict how certain information is used
  • Object to certain uses of your personal information
  • Request the transfer of certain information
  • Withdraw consent where we rely on consent

Not every right applies in every situation.

For example, we may sometimes need to retain information because of a legal obligation or legitimate business reason.

To exercise any of your rights, contact:

[email protected]

We may need to verify your identity before responding to certain requests.

20. Automated decision-making

Crate Crew does not currently use personal information to make solely automated decisions that produce legal or similarly significant effects on customers.

21. Complaints

If you are unhappy with how we have used your personal information, please contact us first so that we have the opportunity to investigate and resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

22. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

This may happen if:

  • We change how we operate
  • We introduce new technology or service providers
  • We change how personal information is used
  • Legal or regulatory requirements change

The latest version will always be published on our website.

The date at the top of this policy shows when it was most recently updated.

23. Contact us

If you have questions about this Privacy Policy or how Crate Crew handles your personal information, please contact:

Crate Crew

Operated by Richard Howe, a sole trader trading as Crate Crew

Email: [email protected]

Address: PO Box 463, Royal Mail Delivery Office, Wycombe Way
Carterton, Oxfordshire OX183TT
United Kingdom