Privacy Policy

1. Introduction

Welcome to openmoove, operated by Open Moove Limited ("we", "us", or "our"). We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use openmoove.

For applicable data protection laws, Open Moove Limited is registered with the ICO as the data controller, although we typically operate as a data processor in accordance with our User Agreement and openmoove Platform Licence. Our ICO registration number is ZC080890

This privacy policy, together with our User Agreement on our website at www.openmoove.com (openmoove) set out how we process your personal data. This policy applies whenever you use openmoove, and you are advised to read it carefully. Terms used within it shall have the meaning(s) given in the Data Protection Act 2018 and/or the EU and UK General Data Protection Regulations (as applicable).

By using openmoove, you understand, accept and consent to the practices described in this privacy policy, including the transfers of your personal data to those listed third parties (for the reasons specified). Any changes we make to this policy will be posted on this page; you should therefore check back frequently as changes will be binding on you when you continue to use openmoove after the relevant change.

2. Information We Collect

Personal Information

We collect personal information that is provided to us from your estate agent’s, broker’s or solicitor’s CRM database relating to your residential UK property transaction, typically at valuation and at viewing stages, including:

• Name and contact information (email address, phone number)
• Property transaction details (addresses, purchase/sale information)
• Account credentials (username and password)
• Communication preferences
• Payment information (processed securely through third-party payment processors)

We need this data to operate the Moove Room and progress the transaction, provide milestone updates, hold records in the Moove Vault, and offer moving-related services to the mover. We obtain the data by direct data feed from third party databases.

Automatically Collected Information

When you use openmoove, we automatically collect:

• Technical Device information (IP address, browser type, operating system) about how you visit openmoove
• Usage data (pages viewed, time spent, features used), including your clickstreams and the full URLs
• Location data (with your permission)
• Cookies and similar tracking technologies

Data is also provided to us relating to you and the relevant transaction by parties to the transaction who also use openmoove. We need this data for you to benefit from openmoove’s functions and features.

Listings and milestones flow in directly from your CRM, and openmoove updates your records throughout the process.

3. Lawful basis

We use your information to:

• Provide you with access to openmoove and all of its features and functions
• Process, support and facilitate your property transactions
• Communicate with you about your account and all transactions you are directly involved with
• Send you updates, marketing materials, and promotional offers (with your consent)
• Improve and personalise your experience when using openmoove, which includes developing, training, testing and improving our openmoove products, features and AI functionality; and creating and using aggregated, anonymised data for analytics, benchmarking and market insights
• Detect, prevent, and address technical issues with openmoove and any fraudulent use of openmoove, or use in breach of our User Agreement;
• Provide training for our internal AI models; and
• Comply with our legal obligations

We process your personal data to enable you to use openmoove. We do not process your personal data on the basis of consent; you can’t therefore “opt out” of us processing your data if you want to use openmoove – if you no longer want us to process your data, you must stop using openmoove. We consider the personal data we obtain is reasonable and necessary for these purposes. However, we review this intermittently and remove any inaccurate or obsolete data.

We only process your data on the basis of your consent when sharing data with connected third parties who offer services that we think may be of benefit or relevance to you (see section 4 below). We may also then contact you directly once your third party service is due for renewal (based on our records). Your consent to such contact is given to us when you open your openmoove account and accept this privacy policy in connection with that account opening. You can subsequently opt out of communications relating to third party connected services at any time in accordance with section 7.

4. Sharing Your Information

We may share your information with:

• Property Professionals: Estate agents, conveyancers, and mortgage brokers involved in your transaction
• Service Providers: Third-party companies that perform services on our behalf (payment processing, data analytics, customer support)
• Legal Requirements: When required by law or to protect our rights
• Business Transfers: In connection with any merger, sale, or acquisition of our company
• Connected third parties who offer services that we think may be of benefit or relevance to you, such as removals and storage firms, home insurance providers, utility switching services, EPC and survey providers, mortgage brokers, conveyancing panel firms, identity/AML providers, and property search providers.

We do not sell your personal information to third parties. We may receive commission where you decide to use any connected services we refer to you, but this is disclosed to you by the relevant provider when you take up the service, and should not impact the rates / charges you pay.

5. Data Security

We implement appropriate technical and organisational security measures to protect your personal information. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

Personal data is held and stored by us on servers located in the UK or the wider EEA. All personal data is processed by UK based staff regulated by our internal staff data protection policy. Our openmoove and its databases are backed up both on and off site and automatically encrypted on Cloud-based servers located in the UK or the wider EEA.

All Moove Room conversations are hosted through Stream.io, Inc. in AWS located in the Republic of Ireland. Our CRM and website chats are hosted on Pipedrive OU, within the EEA.

Error logs are hosted in Germany through Functional Software, Inc (t/a Sentry).

Personal data may also be processed in the Moove Vault; our secure records depository for your property for any subsequent transactions you may enter into for that property. Where you use the Moove Vault, we will act as a data controller in relation to all personal data you store within it.

6. Data Retention

We retain your personal information for as long as you use openmoove, and as necessary to fulfil the purposes outlined in this Privacy Policy. Where you close your account with openmoove, or your account remains open but you no longer use openmoove (such as where your transaction completed or aborted) we will retain your records for up to 6 years from the relevant completion or abortion date (as applicable), after which point we will delete such records after notifying you in writing 30 days before the scheduled deletion date.

You can choose to store your data in the Moove Vault, should you need them again, such as for future transactions. Data is retained within the Moove Vault for as long as you remain in the property plus a further 6 years from the date of sale to ensure an active ownership record for remortgaging, renewal and re-sale purposes.

You can ask us to delete your records at any time and we will check back in with you at fixed intervals (typically, 5 years) to confirm whether you want us to continue to hold your records, or remove them. If you don’t respond to us, and you remain in your property, we will assume you are happy for us to retain your records, and we will therefore follow up with you again at the next interval to confirm how you want us to continue to hold your data.

7. Your Rights

Under applicable data protection laws, you may:

• Access all of your personal information that we process about you. We can extract your personal data from our databases and provide it to you in a structured, commonly-used way.
• Correct inaccurate or incomplete information we hold about you
• Request deletion of your information – where you do this, you may not be able to continue to use openmoove
• Object to or restrict processing of your information, which may impact your ability to use openmoove;
• Withdraw consent at any time in relation to the data we are processing on the basis of your consent such as for marketing purposes

To exercise these rights, please contact us at hello@openmoove.com. Exercising any of your rights may be subject to payment of a nominal administration fee (to cover our costs in processing your request), and any clarification we may reasonably require in relation to your request. Such fees may only be charged where we consider (acting reasonably) that your request is excessive, unfounded or repetitive.

8. Cookies

We use cookies and similar technologies to operate our site and improve your experience. Some are strictly necessary; others require your consent.

You can change your cookie preferences at any time by clicking Cookie Preferences in the footer of any page, or by adjusting your browser settings.

9. Third-Party Links

Our services may contain links to third-party websites. We are not responsible for the privacy practices of these external sites.

10. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last revised" date.

12. Contact Us

If you have questions about this Privacy Policy, please contact us:

• Email: hello@openmoove.com
• Address: Openmoove, Fitz & Knox, Fitzalan Place, Cardiff, CF24 0AT, Wales