Privacy Policy | Waterfront Van Lines

Waterfront Van Lines ("we", "us") is a licensed moving company based at 4808 Bergenline Avenue, Suite 606, Union City, NJ 07087 (USDOT No. 9504027, MC No. 84287205). This policy explains what personal information we collect, how we use it, and who we share it with.

Information we collect

We collect the following directly from you, through our website chat, quote form, email, text messages, or phone calls:

Contact details — your name, phone number, and email address.
Move details — origin and destination addresses or ZIP codes, your moving date, the size of your home, and details about the items being moved, including an inventory where you provide one.
Access and service details — stairs, elevators, parking or carry distance, packing requirements, and any special handling needs.
Order and payment records — your order number, estimate, deposit and balance status, and delivery status.
Communications — the content of your chat, SMS, and email conversations with us, including those handled by our automated assistant.

We do not collect payment card numbers ourselves. Card payments are processed by Stripe on their own systems; we receive only confirmation that a payment succeeded.

How we use your information

To prepare and send you moving estimates.
To respond to your questions by chat, SMS, or email, including through our automated assistant.
To schedule, plan, and carry out your move, and to keep you updated on pickup and delivery.
To take deposits and balances, and to keep records of what has been paid.
To follow up on an estimate you requested. If you do not respond, we may send up to three follow-up messages and then stop.
To meet our record-keeping obligations as a licensed interstate motor carrier.

Who we share it with

We do not sell your personal information, and we do not share it with third parties for their own marketing purposes. We share it only with service providers who help us operate, and only so far as they need it to do that work:

Granot Moving Software — our customer and order management system.
Google (Workspace and Sheets) — where lead and order records are stored.
Anthropic — provides the AI model behind our automated assistant, which processes the content of your conversations in order to reply.
RingCentral — sends and receives our text messages.
SendGrid (Twilio) — sends and receives our email.
Stripe — processes card payments.
Vercel — hosts this website and the systems behind it.
Zapier — passes information between the services above.

We may also disclose information where the law requires it, or to establish or defend a legal claim.

SMS and text messaging

SMS consent is not shared with third parties. Your consent to receive text messages from us, and the phone number you give us for that purpose, are never sold, rented, or shared with third parties or affiliates for their own marketing.

If you give us your phone number when requesting an estimate, you agree that we may text you about that estimate and your move — quotes, scheduling, pickup and delivery updates, and payment reminders. Message frequency may vary. Message and data rates may apply.

To opt out at any time, text STOP to any message from us. We honor this automatically and immediately — once you opt out, our system will not text that number again. For assistance, text HELP, call us at (551) 401-5060, or visit www.waterfrontvanlines.com.

Full messaging terms are on our SMS Terms of Service page.

Automated assistant

Our chat, SMS, and email are handled in the first instance by an automated assistant, which is disclosed as such when you begin a chat. It can quote prices, answer questions about your order, and pass your request to a person. Conversations are stored so the assistant can remember context between messages, and so our team can review them. You can ask to speak to a person at any time.

How long we keep it

We keep enquiry records while we are working on your estimate and for a reasonable period afterwards. Records relating to a completed move are kept as long as our obligations as a licensed motor carrier require. Opt-out records are kept indefinitely, because we need them to keep honoring your opt-out.

Your choices

Reply STOP to any text to stop receiving texts.
Ask us not to contact you, by any channel, and we will record that and stop.
Ask what information we hold about you, or ask us to correct or delete it, by contacting us below. Some records we are required to retain as a licensed carrier.

Children

Our services are for adults. We do not knowingly collect information from anyone under 18.

Changes

If we change this policy we will update the date at the top of this page.

Contact us

Waterfront Van Lines
4808 Bergenline Avenue, Suite 606
Union City, NJ 07087
Phone: (551) 401-5060
Email: info@waterfrontvanlines.com