Privacy Policy

What we collect

Your name, email address, phone number, and the delivery and pickup addresses for your move. We record which version of our rental agreement you accepted and when, and whether you agreed to receive text messages about your rental.

Text messages

We text you about your rental only if you ticked the box at checkout asking for it. Ticking it is optional and does not affect your booking, the price, or the service you receive. Messages are limited to this rental — booking, delivery, pickup and return updates — and we do not send marketing texts. Message frequency varies based on the status and duration of your rental. Reply STOP to any message to stop them, or HELP for help. Message and data rates may apply.

We do not share, sell, or provide your mobile phone number or messaging consent data to third parties or affiliates for marketing or promotional purposes. Mobile information and messaging consent may be shared only with service providers that help us deliver text messages and operate the messaging program.

Payment details

Card details are handled by Stripe and are never stored on our servers. We keep only Stripe's references to your customer and payment-method records, which is what lets us charge agreed fees after your rental without asking for your card again.

Photographs

Our drivers photograph deliveries and collections, and our cleaners photograph any damage, as a record of the equipment's condition. These may show the outside of your property.

Booking process measurement

We use a random browser identifier, renewed after 30 days, to count visits, completed booking steps and general error categories. We record whether your first visit came from an ad, search, another website or a direct visit, and a broad device category (mobile/tablet, desktop or unknown). This measurement does not copy your name, contact details, addresses, form contents or card details, and does not include session recordings. These funnel records stay on our systems and are removed after 90 days during routine analytics cleanup. We respect Do Not Track and Global Privacy Control for this measurement.

Website behavior recordings

When enabled, we use Microsoft Clarity to understand how visitors use our public pages and checkout through clicks, scrolling, heatmaps and session replays. Clarity masks everything typed into a form field, which we cannot switch off. On the final checkout step we also mask your name, email, phone and card entry, and the note saying where to leave your totes. The review summary on that step — your package, dates and delivery address — is recorded as shown, so we can see where booking goes wrong. We exclude admin, booking-management and confirmation pages. Clarity processes interaction, page, browser and device information and may use cookies to connect visits. Microsoft may also use this information to improve its products and advertising services. See the Microsoft Privacy Statement.

We respect Do Not Track and Global Privacy Control for this feature. You can disable our funnel measurement and Clarity below without affecting your booking.

For ad-tagged arrivals, we retain the arrival time, public page category, ad-marker type and approximate device category for up to 90 days. A signed first-party cookie lasting 30 minutes connects a server arrival to website behavior tracking. We do not store the raw ad click identifier, IP address or full URL in this report. This helps distinguish missing tracking from visitors leaving before booking. Privacy signals and the opt-out below suppress this tracking.

Advertising and analytics

We advertise this business online. To understand which ads bring people here, we use Google's tag, which sets cookies in your browser and tells Google which pages you visited on this site and whether you completed a booking. If you booked, the value of that booking is included — not your name, your address, or what you rented.

You can manage Google advertising personalization at Google My Ad Center, or block cookies in your browser settings. Neither affects your booking, your price, or the service you receive.

Who else sees it

Stripe processes payments, and our email provider delivers booking confirmations and reminders. If you have agreed to texts, a messaging provider delivers those. We do not sell your information.

Contact

Requests about your data: support@toterelay.com.