PRIVACY POLICY – ENERGY AFTERCARE LTD

Last updated: 29/09/2026

This Privacy Policy explains how Energy Aftercare Ltd (“Energy Aftercare”, “we”, “us”, “our”) collects, uses and protects personal data in connection with our services and website.

We are committed to handling personal data in accordance with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This notice is intended for:

- Homeowners and other end customers who receive support from Energy Aftercare; and
- Renewable-energy installers and other business partners who work with us.

If you have any questions about this Privacy Policy or how we handle personal data, please contact us at:

Email: Admin@energyaftercare.co.uk

1. Who we are

Energy Aftercare Ltd provides independent technical aftercare and support for solar PV, battery storage and EV charging systems. Our services include, for example:

- Homeowner technical support
- Solar PV, battery storage and EV charging support
- App and monitoring assistance
- System health and performance checks
- Technical troubleshooting and optimisation advice
- Manufacturer escalation
- Installer customer handover
- Ongoing customer support
- White-label customer support on behalf of installer partners

Legal entity: Energy Aftercare Ltd

Registered office: The Limes, Bayshill Road, Cheltenham, United Kingdom, GL50 3AW

Company number: 17486213

Data protection / privacy contact: Admin@energyaftercare.co.uk

Depending on the circumstances (see section 5 below), Energy Aftercare may act as:

- A data controller – where we decide how and why personal data is used; or
- A data processor – where we process personal data on documented instructions from an installer or other partner.

2. Personal data we collect

The personal data we collect will depend on how you interact with us and the services we provide. It may include:

2.1 Contact and account details

- Name
- Email address
- Telephone number
- Login details for any client account or portal you create on our website (for example, username and password – passwords are stored in an encrypted form by our platform provider)

2.2 Property and system information

Where relevant to providing technical support or aftercare, we may collect information such as:

- Property/address details
- Solar PV system details (e.g. system size, inverter details, installation date)
- Battery storage system details
- EV charger details
- Manufacturer and product information
- Monitoring/app information (for example, which monitoring platform is used)
- Technical support information, including details of faults, issues and troubleshooting steps
- System performance and health information where this is shared with us or accessed with your permission

2.3 Support and communication records

To manage and document support cases, we may keep:

- Records of enquiries and support requests
- Notes of telephone calls and conversations
- Email correspondence
- WhatsApp or other messaging correspondence where used
- Internal notes relating to diagnosis, troubleshooting and case handling

We do not currently record the audio of telephone calls. If this changes in future, we will update this Privacy Policy and, where required, provide additional information at the point of recording.

2.4 Installer and partner information

For installers and other business partners, we may collect:

- Contact details for key contacts (name, role, email, phone)
- Business contact and billing information
- Information about the services we provide to you and your customers

2.5 Website and usage information

When you visit our website, we and our service providers may collect certain information automatically, such as:

- IP address and approximate location (based on IP)
- Device, browser and operating system information
- Pages visited, links clicked and time spent on pages
- How you arrived at our site (for example, from a search engine or advert)

This may be collected through cookies and similar technologies. For more detail, please see section 10 (Cookies, analytics and advertising) and our separate Cookie Policy.

We do not intend to collect special category data (such as health information) or criminal offence data as part of our normal services. If such information is provided to us in a support context, we will handle it carefully and only where necessary for the specific issue.

3. How we collect personal data

We collect personal data in the following ways:

3.1 Directly from you

For example, when you:

- Submit a contact form on our website
- Create or use a client account / client portal
- Contact us by email, telephone or WhatsApp
- Provide information during a support call or remote session
- Provide feedback or respond to surveys (if used)

3.2 From installer partners and other third parties

Where we provide support on behalf of an installer or other partner (including white-label support), we may receive personal data about you from them, such as:

- Your name and contact details
- Property and system details
- Installation details and handover information
- Information about previous support or issues

We use this information to provide support and aftercare services as agreed with the installer or partner and, where applicable, with you.

3.3 Automatically through our website and services

As described in section 2.5, we and our service providers may collect certain technical and usage information automatically when you use our website or online services, using cookies and similar technologies.

4. Purposes and lawful bases for processing

We only use personal data where we have a lawful basis under UK GDPR. The main purposes and lawful bases are:

4.1 Providing our services and managing our relationship with you

Lawful bases:

- Performance of a contract (or steps taken at your request before entering into a contract)
- Legitimate interests

We use personal data to:

- Respond to enquiries and provide technical support and aftercare
- Diagnose issues, provide troubleshooting and system optimisation advice
- Manage support cases and keep appropriate records of the support provided
- Communicate with you about your support request, system or account
- Provide services to installer partners and their customers

Our legitimate interests in this context include:

- Providing effective technical support and aftercare
- Ensuring continuity and quality of service
- Managing and documenting support cases
- Operating and developing our business in a responsible way

4.2 Working with installer partners and other business partners

Lawful bases:

- Performance of a contract
- Legitimate interests

We process personal data to:

- Deliver services under our agreements with installers and other partners
- Provide white-label support where agreed
- Coordinate on technical issues, escalations and customer handovers

Our legitimate interests include:

- Managing our relationships with installers and partners
- Ensuring that customers receive appropriate support
- Resolving technical and service issues efficiently

4.3 Business administration, finance and record-keeping

Lawful bases:

- Legal obligations
- Legitimate interests

We may process personal data for:

- Accounting, invoicing and financial record-keeping
- Responding to legal claims or regulatory requests
- Maintaining business and operational records

Our legitimate interests include:

- Running and managing our business responsibly
- Keeping appropriate records of services provided
- Protecting our legal rights and responding to disputes

4.4 Website operation, analytics and service improvement

Lawful bases:

- Legitimate interests
- Consent (for non-essential cookies/technologies where required)

We may use website and usage information to:

- Operate and secure our website
- Understand how visitors use our site
- Improve our content, layout and user experience
- Measure the effectiveness of our advertising and outreach (for example, via Google Ads or Facebook/Meta advertising)

Where required by law, we will only use non-essential cookies and similar technologies (such as certain analytics and advertising cookies) with your consent, obtained via our cookie banner or settings.

Our legitimate interests include:

- Operating a secure and reliable website
- Understanding and improving how our services are used
- Promoting our services in a measured and responsible way

4.5 Legal and regulatory obligations

Lawful basis:

- Legal obligations

We may process personal data where necessary to:

- Comply with legal or regulatory requirements
- Respond to lawful requests from public authorities
- Establish, exercise or defend legal claims

4.6 Consent

In limited cases, we may rely on consent, for example:

- Where we use non-essential cookies or similar technologies that require consent
- Where we introduce any optional communications that are not covered by another lawful basis

Where we rely on consent, you have the right to withdraw it at any time (see section 11).

5. Installer and white-label support – controller and processor roles

Energy Aftercare works closely with renewable-energy installers and other partners. Our role under data protection law can vary depending on the specific arrangement.

5.1 When we act as a data controller

We act as a data controller where we decide how and why personal data is used for our own purposes. This will typically include:

- Providing direct support to homeowners or customers who contact us themselves
- Managing our own records of support cases and service history
- Using data to improve our services, manage risk and operate our business
- Meeting our own legal and regulatory obligations

In these situations, we are responsible for providing privacy information and enabling individuals to exercise their data protection rights.

5.2 When we act as a data processor

We may act as a data processor where we process personal data on behalf of an installer or other partner, following their documented instructions. This may include:

- Providing white-label support where we present ourselves as part of the installer’s service
- Handling support cases using data supplied by the installer, under a data-processing agreement

In these situations:

- The installer (or other partner) will usually be the data controller; and
- We will process personal data only on their instructions, subject to appropriate contractual and security safeguards.

Where we act as a processor, the installer or partner remains responsible for providing privacy information to their customers and for handling data subject rights requests. We will support them as required under our agreement.

5.3 Mixed roles

In some cases, we may act as both controller and processor in relation to different aspects of the same data. For example, we may process data on behalf of an installer for a specific support case, while also keeping limited records as a controller for our own legal, financial or risk-management purposes.

If you are unsure who the relevant controller is in your situation, you can contact us at info@energyaftercare.co.uk and we will help clarify.

6. Data sharing

We only share personal data where necessary and where we have a lawful basis to do so. Depending on the circumstances, we may share personal data with:

6.1 Installer partners

- To provide support and aftercare services to their customers
- To escalate or resolve technical issues
- To provide updates on support cases and outcomes

6.2 Equipment manufacturers and technical providers

- To obtain technical support, warranty assistance or product information
- To escalate complex technical issues or faults
- To support diagnosis and resolution of system problems

We will only share the information that is reasonably necessary for the specific issue (for example, system details, fault descriptions and relevant contact information).

6.3 Website, hosting and IT service providers

Including, for example:

- Wix (website hosting and platform)
- Other IT, security and support providers as needed

These providers may have access to personal data in order to host our website, provide technical support and maintain security.

6.4 Analytics and advertising providers

Where used and subject to your cookie/consent choices, we may work with:

- Google Analytics and Wix Analytics – to understand how visitors use our website
- Google Ads and Facebook/Meta advertising technologies – to measure and improve the effectiveness of our advertising

These providers may receive pseudonymous or technical data such as IP address, device information and browsing behaviour. We do not provide them with your support case details or similar content.

6.5 Communication and productivity tools

We may use tools such as:

- WhatsApp – for certain customer or installer communications
- Google Workspace / Google Sheets – for email, document storage and initial CRM/business administration
- Other similar tools as our business develops

These tools may process contact details, communication content and support-related information where necessary.

6.6 Accounting and financial service providers

We may use:

- Xero or similar accounting software – for invoicing and financial record-keeping

These providers may process limited personal data such as contact details and invoice information.

6.7 Professional advisers and other third parties

Where necessary, we may share personal data with:

- Legal, accounting or other professional advisers
- Insurers
- Public authorities or regulators, where required by law

In all cases, we only share what is reasonably necessary and we take steps to ensure that recipients protect the data appropriately.

We do not sell personal data.

7. Data security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

These measures include, for example:

- Using reputable hosting and service providers with appropriate security controls
- Restricting access to personal data to staff and contractors who need it for their role
- Using passwords and, where appropriate, multi-factor authentication
- Applying reasonable access controls and permissions to systems and documents
- Training relevant personnel on data protection and information security basics

No system can be guaranteed to be completely secure, but we aim to maintain a level of security appropriate to the risks associated with our processing.

8. Data retention – how long we keep personal data

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, including to meet legal, accounting or reporting requirements.

Retention periods can vary depending on the type of data and the context. In general:

- Support case records and related communications – kept for as long as reasonably necessary to manage the support relationship, handle any follow-up issues and maintain a record of the service provided. A specific retention period for support case records is 6 Years .

Customer and installer contact details – retained for the duration of the relationship and for up to 6 years afterwards where reasonably necessary to deal with queries, complaints, disputes or potential legal claims. Information that is no longer required will be securely deleted or anonymised.

Business and accounting records (including invoices) – retained for at least 6 years where required by applicable tax and accounting requirements.

Website analytics data – retained in accordance with the retention settings configured within the relevant analytics service. Where Google Analytics is used, the applicable retention period is determined by the Google Analytics data retention settings.

When personal data is no longer needed, we will either delete it securely or anonymise it so that it can no longer be linked to an identifiable individual.

9. International data transfers

Some of our service providers and partners may process personal data outside the UK (for example, in the European Economic Area (EEA) or other countries).

Where personal data is transferred outside the UK, we will take steps to ensure that an appropriate level of protection is in place, for example by:

- Relying on adequacy regulations (where the UK government has recognised a country as providing an adequate level of protection); or
- Using standard contractual clauses or other appropriate safeguards approved under UK data protection law.

The specific locations and safeguards used by each provider may vary and are the specific locations and safeguards used by each provider may vary based on the providers we use and their current arrangements. We review our key providers periodically to understand where data may be processed and what protections are in place. based on the providers we use and their current arrangements. We review our key providers periodically to understand where data may be processed and what protections are in place.

If you would like more information about international transfers relating to your data, you can contact us at Admin@energyaftercare.co.uk.

10. Cookies, analytics and advertising

Our website uses cookies and similar technologies provided by Wix and, where enabled, by third parties such as Google and Meta/Facebook.

These technologies may be used to:

- Make the website function properly and securely (strictly necessary cookies)
- Understand how visitors use our site (analytics cookies)
- Support and measure advertising and marketing activities (advertising/marketing cookies)

Some of these technologies involve the processing of personal data, such as IP addresses and online identifiers.

Where required by law, we will only use non-essential cookies (such as certain analytics and advertising cookies) with your consent, which we obtain via our cookie banner or settings. You can change your cookie preferences at any time using the tools provided on our site or through your browser settings.

For more detailed information about the cookies and similar technologies we use, please refer to our separate Cookie Policy. 

11. Your data protection rights

Under UK data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exceptions.

11.1 Right of access

You can request a copy of the personal data we hold about you, together with information about how we use it.

11.2 Right to rectification

You can ask us to correct inaccurate or incomplete personal data.

11.3 Right to erasure

In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent (if consent was the lawful basis).

11.4 Right to restrict processing

You can ask us to restrict the processing of your personal data in certain situations, for example while we are checking its accuracy or considering an objection you have raised.

11.5 Right to object

You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, if you believe your interests or fundamental rights and freedoms override our interests. We will consider your objection and stop processing unless we have compelling legitimate grounds to continue or the processing is needed for legal claims.

11.6 Right to data portability

Where we process your personal data by automated means and the lawful basis is consent or performance of a contract, you may have the right to receive the data in a structured, commonly used and machine-readable format and to request that we transfer it to another controller, where technically feasible.

11.7 Rights relating to consent

Where we rely on consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.

11.8 Rights relating to automated decision-making and profiling

We do not currently carry out automated decision-making that produces legal or similarly significant effects on individuals, nor do we carry out profiling that has such effects. If this changes in future, we will update this Privacy Policy and provide any additional information required by law.

12. How to exercise your rights

If you wish to exercise any of your data protection rights, please contact us at:

Email: info@energyaftercare.co.uk

To help us respond efficiently, please:

- Tell us which right(s) you wish to exercise; and
- Provide enough information to identify you and locate your data (for example, your name, contact details and any relevant context such as a support case).

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

We aim to respond to all valid requests within one month. In some cases, this period may be extended by up to two further months where the request is complex or we have received multiple requests. If this happens, we will let you know.

13. Complaints

If you have any concerns about how we handle your personal data, we encourage you to contact us first so we can try to resolve the issue:

Email: Admin@energyaftercare.co.uk

You also have the right to lodge a complaint with the UK data protection regulator, the Information Commissioner’s Office (ICO):

- Website: https://www.ico.org.uk
- ICO helpline: 

• Main helpline: 0303 123 1113

• Welsh language line: 0330 414 6421 Information Commissioner's Office (ICO)

• Textphone (Relay UK): Dial 18001 then 0303 123 1113

14. Children

Our services are aimed at adult homeowners, businesses and professional installers. We do not knowingly target or provide services directly to children.

If you believe that a child’s personal data has been provided to us without appropriate consent or oversight, please contact us at Admin@energyaftercare.co.uk so that we can review and, where appropriate, delete or restrict that data.

15. Automated decision-making and profiling

We do not currently use personal data to carry out automated decision-making or profiling that has legal or similarly significant effects on individuals.

If we introduce such activities in future, we will update this Privacy Policy and provide any additional information required by law, including explaining the logic involved and the potential consequences for individuals.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time, for example to reflect changes in our services, our use of technology or applicable law.

The most recent version will always be published on our website. We will indicate the date of the latest update at the top of the policy. Where appropriate, we may also notify you of significant changes by email or via our website.