Privacy notice
How The Renewable Energy Hub uses your information when you make an enquiry, request quotations or use our services.
Who we are
EcoLocker Ltd, trading as The Renewable Energy Hub (“we”, “us”), is the controller responsible for the personal information described in this notice.
Contact us at [email protected], on 01392 693 900, or at Unit 21 Alexandra Road, Axminster, England, EX13 5PR.
Information we collect
Depending on the service you use, we collect:
- Your name, contact details, address and information about your property or project, including photos or videos you submit.
- Account, business profile, subscription, payment and transaction information.
- Enquiries, correspondence, qualification details, consent and marketing preferences, reviews and complaints.
- Technical and usage information, such as IP address, device and browser information, pages visited and interactions with our website.
Information comes from you, your interactions with our services, and providers involved in your request or account. We also receive information you send us through social media.
Where information is required to handle your enquiry or provide a service, we may be unable to proceed without it.
How and why we use information
| Purpose | Lawful basis |
|---|---|
| Handling enquiries and qualification calls | Legitimate interests in responding to your request, understanding your requirements and administering our services. |
| Referring your qualified enquiry to relevant installers or providers | Your consent for the purposes explained during our qualification call. |
| Providing trade accounts and paid services | Performance of our contract with you, or legitimate interests in managing the relationship where you represent a business. |
| Sending optional marketing communications | Your consent. Service messages about an existing request or account are handled under the basis for that service. |
| Security, misuse prevention and complaints | Legitimate interests in protecting our services and users, resolving complaints and establishing or defending legal claims. |
| Accounting, tax and other statutory records | Compliance with legal obligations. |
| Website measurement and optional tracking | Consent where required; legitimate interests in operating and improving our website for processing that does not require consent. |
Where we rely on consent, you can withdraw it at any time using the contact details above or the relevant unsubscribe or preference option. Withdrawal does not affect the lawfulness of earlier processing.
Qualification and sharing
We telephone you to qualify your enquiry, explain the intended use of your information and obtain your consent for the purposes discussed. Where you agree to an installer referral, we share the relevant contact and project information with installers or service providers so they can respond to your request.
Those organisations may contact you by telephone, email or text about your request. They act as independent controllers for their own use of your information and provide their own privacy information.
We use service providers for hosting, IT support, communications, payments and website measurement. Providers processing information on our behalf act under our instructions; providers with their own legal responsibilities may act as independent controllers. We may also disclose information to professional advisers and authorities where needed for legal obligations or claims.
Business profiles, reviews and other material you submit for publication can be seen by visitors to the relevant public pages.
Cookies and website measurement
Cookies and similar technologies support website functions, remember preferences, measure usage and support advertising. Necessary technologies support services such as login, security and forms. Other technologies require consent unless a legal exception applies.
Website measurement services, including Google Analytics and Microsoft Clarity, help us understand visits, navigation and interactions, including through session replay, so we can improve our services. This can involve device identifiers and usage information.
You can withdraw consent to optional tracking. Use the cookie controls displayed on the website where available, or contact us for help. Your browser also lets you block or delete stored cookies; blocking necessary cookies may affect functions such as login.
How long we keep information
We normally retain non-qualified enquiries for three years and qualified enquiries for five years. Information may be retained longer where necessary for a specific legal obligation or dispute.
For other records, retention depends on their purpose: account records are needed to administer the account and outstanding transactions; accounting records are retained for applicable statutory periods; complaint records are retained while the matter and related claims remain relevant. Consent and preference records are retained as needed to demonstrate and respect your choices.
We retain uploaded material and technical records only for the relevant service, operational or legal purpose. When information is no longer needed, it is deleted or anonymised.
International processing
Some service providers may process personal information outside the UK. Restricted transfers require a lawful transfer arrangement, such as applicable UK adequacy regulations or approved contractual safeguards. You can contact us for details of the arrangements relevant to your information and how to obtain a copy of applicable safeguards.
Your rights and choices
Depending on the circumstances, you have rights to access, correct or erase your personal information, restrict its use, object to processing and receive certain information in a portable format. You can withdraw consent where we rely on it.
You can object to direct marketing at any time. Use the unsubscribe option in our messages, unsubscribe online, or contact us. Necessary messages about your request or account may continue.
You can make a rights request verbally or in writing using the contact details above. Requests are normally free. We respond without undue delay and normally within one month, subject to extensions or adjustments permitted by law. We may ask for proportionate information to verify your identity.
Complaints
If you have a concern about our use of personal information, contact us using the details above. We will acknowledge a data protection complaint within 30 days, make appropriate enquiries, keep you informed and provide an outcome without undue delay.
You also have the right to complain to the Information Commissioner’s Office. Visit ico.org.uk/make-a-complaint or call 0303 123 1113.
Updates to this notice
We update this notice to reflect changes to our services or use of personal information.
Last updated: .
