Privacy Policy
This Privacy Notice outlines how SOLARA ENERGY UK Limited handles the personal data of our customers and users of our website and App.
SOLARA ENERGY UK Limited is a company incorporated in England and Wales (registered company number). Our registered office is located at Olive office, The Orchard, Airedale Enterprise Services, Sunderland Street , Keighley, West Yorkshire , BD21 5LE. We act as the data controller for your personal data and process it in compliance with the Data Protection Act 2018 and the UK General Data Protection Regulation.
At SOLARA ENERGY UK Limited, we recognize the importance of safeguarding your personal data. We are dedicated to providing you with the exceptional service you expect from us, while ensuring that your privacy is maintained when you shop with us and utilize our website and App.
This Privacy Notice details the personal data we collect about you, how we utilize it, and what rights you have concerning your personal data. We encourage you to read this Privacy Notice thoroughly and contact us (using the contact information provided below) if you have any inquiries or concerns.
We may revise and update this Privacy Notice periodically. When we do, we will publish the updated version on our website and App. This Privacy Notice was last revised in September 2025.
1. In what ways do we gather your personal information?
We can gather your personal information through various methods, such as:
when you visit and explore our website or app; when you inquire about or request a quote for any of our products or services; when you reach out to us via email, phone, or through our website or mobile application; and when you subscribe to receive our emails and other updates.
2. What kinds of personal data do we gather about you?
We may gather the following categories of personal data regarding you:
your name and contact information, which includes your postal address, phone number, and email address; records of your communications and correspondence with us, such as your messages to our customer service team; details about your devices and your browsing behaviour on our website and App, collected through cookies, including on an anonymized basis: the dates and times you access our App, App features, or webpages; information regarding App crashes and other system activities; details about the device you use to access our website and App, including your hardware model, device internet protocol (IP) address, and other unique device identifiers, operating systems and versions, software, and mobile network data; and (please refer to our Cookie Policy linked); financial and wealth-related information, including your payment details and, if you are purchasing a product via SOLARA ENERGY UK Limited Life, information about your financial history and creditworthiness; property-related information, including your property type (i.e., whether you reside in a flat or detached house and the number of bedrooms and bathrooms you have), and photographs of your property (before and after product installation or when enrolling in one of our cover plans), a limited portion of which may be classified as your personal data.
3. What are our legal bases and purposes for processing your personal data?
We may process your personal data as it is essential for fulfilling a contract with you or to take steps at your request before entering into a contract with you - specifically a contract for purchasing one of our products or services.
In this context, we may utilize your personal data for the following purposes:
responding to your inquiries regarding our products and services; processing your request for a quotation; setting you up and coordinating with you as a customer; managing your purchase, both before and after installation; outsourcing the installation of our products, including through independent contractors and engineers; and collecting payments from you.
We may also process your personal data as it is necessary for our legitimate interests or those of a third party. Our “legitimate interests” encompass our goals in running our business and our website in a commercially viable and user-friendly manner.
In this regard, we may use your personal data for the following:
maintaining records of your communications with us, ensuring we have a log of the inquiries received through our website and our correspondence related to your purchase; outsourcing specific website and service functions to third parties to efficiently manage our website; and monitoring, assessing, and enhancing the performance and effectiveness of our website and services, which includes training our staff and engineers and evaluating their performance.
We may process your personal data as it is necessary for adhering to our legal and regulatory obligations.
In this context, we may use your personal data for:
regulatory compliance and related record-keeping purposes, such as with Building Control, Gas Safe, and NICEIC; fulfilling our obligations under all laws relevant to our business, including tax laws and directives from HM Revenue and Customs; and complying with applicable regulatory rules, including Financial Conduct. Authority regulations and building rules.
We may also handle your personal data for additional purposes where:
it is essential for the creation, exercise, or defence of legal claims (for instance, to safeguard and uphold our rights or property, including intellectual property rights related to our brand, the website, the App, and any of its content, and/or when enforcing contractual rights or initiating claims under any of our agreements with you, other customers, or our staff or engineers); and
we possess your specific or, when necessary, explicit consent to proceed (for example, when we require your consent to send you our marketing communications via email). Given the large number of customers we serve, we utilize automated systems to: connect you with an engineer, for instance, based on their availability and location; and interact with you through our chat service.
You have the right to share your perspective (including providing any additional information you wish for us to consider) and to challenge any automated decisions by reaching out to us using the contact information provided in this Privacy Notice. A member of our team will then review the situation.
4. How long do we keep your personal data?
We must retain the personal information you provide during the shopping process in case you choose to make a purchase, as it will be necessary for delivering and installing your selected product or for executing your chosen service(s). This data is stored locally on your computer, tablet, or mobile device through cookies. You can learn more about our cookie usage and how to opt out in our Cookie Policy linked.
When you initiate the checkout process, we also securely store your information in our database for a duration of 3 months in case you begin a finance application and return later to finalize your purchase. After 3 months, if you decide not to proceed with your purchase, we will automatically delete this information.
If you buy one of our products or services, we may request photos of your property. Our engineers utilize these images to assess your order and ensure that the product and/or service you’ve purchased is suitable for your property. We need to keep these photos so that we can forward them to the engineer responsible for installing, maintaining, or repairing the product. We will securely retain these photos and all related installation information for 10 years following your installation date.
We will hold onto your other personal data for as long as we are engaging with you through our website, our App, and/or under our agreement for the sale of our products or services to you; for as long as necessary to maintain communication with you, where you have requested us to do so (for instance, if you subscribe to our mailing lists); and for as long as allowed or required for legal and regulatory reasons after our last interaction with you.
Subject to any additional notices we may provide, we may keep your personal data for a period of 10 years after your last interaction with us. However, certain information may be retained for a longer duration, for example, to defend against legal claims or for other specific regulatory compliance purposes. (including Building Control Regulations) or legal requirements.
9. How can you get in touch with us?
If you need further information, have feedback or inquiries regarding our Privacy Policy, or if you want to unsubscribe from marketing communications from us and/or our partners, please reach out to us:
By post:
Olive office, The Orchard
Airedale Enterprise Services
Sunderland Street
Keighley, West Yorkshire
BD21 5LE
or
By email: hello@solaraenergyuk.com
