Privacy policy.

PRIVACY POLICY

Updated 1 October 2023

Introduction

This page presents Fornax Energy Ltd’s Privacy and Data Protection Policy (“Privacy Policy”). Fornax Energy Ltd (“Fornax”, “we”, “us”, or “our”) is a company registered in England and Wales with registered number 14220579. The Privacy Policy describes how and why we might collect, store, use and / or share (“process”) your information and our obligations and protocols regarding processing such information.

Fornax is committed to protecting and respecting your privacy and Personal Data in compliance with the UK General Data Protection Regulation (“GDPR”), the Data Protection Act 2018 and all other mandatory laws and regulations of the UK. Fornax is your Data Controller and responsible for your Personal Data.

1. WHAT INFORMATION DO WE COLLECT?

Personal information you disclose to us

We may collect and use personal information that you voluntarily provide to us when you register for or purchase our products or services, express an interest in obtaining information about us or our products and services, when you participate in activities or services, interact with us on social media submit a contact form on our website or otherwise when you contact us.

The personal information that we collect depends on the context of your interactions with us, the choices you make, and the products and services you use. The personal information we collect may include the following:

Contact Data: This is data relating to your name, company, job title, addresses, email addresses, phone numbers.

Marketing and Communications Data: This is your preferences in receiving marketing information and other information from us.

Billing Data: This is information relating to your debit and credit card information such as the name attached to your payment details and your billing address.

Financial Data: These are your banking details e.g. your account number and sort code.

Transactional Data: This is information of details and records of all payments you have made for our services or products.

Property Data: this may include unique property reference number (UPRN), property coordinates, postcode, pictures of the property, property ownership status, property dimensions and number of rooms, and mortgage info.

Energy Data: this may include household energy consumption, energy bill, and details of energy suppliers.

Usage Data: includes information about how you use our website, products, and services

We also collect, use and share Aggregated Data such as the average energy consumption of our customers. Aggregated Data could be derived from your Personal Data but is not considered Personal Data in law as this data will not directly or indirectly reveal your identity. However, if we combine or connect Aggregated Data with your Personal Data so that it can directly or indirectly identify you, we treat the combined data as Personal Data which will be used in accordance with this Privacy Policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

All personal information that you provide to us must be true, complete, and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

Some information — such as your Internet Protocol (IP) address and/or browser and device characteristics — may be collected automatically when you visit our Services.

We may automatically collect certain information when you visit, use, or navigate our website. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our website, and other technical information. This information is primarily needed to maintain the security and operation of our website, and for our internal analytics and reporting purposes.

Like many businesses, we also collect information through cookies and similar technologies. The information we collect may include:

  • Log and Usage Data. Log and usage data is service-related, diagnostic, usage, and performance information our servers automatically collect when you access or use our website and which we record in log files. Depending on how you interact with us, this log data may include your IP address, device information, browser type, and settings and information about your activity on the website (such as the date/time stamps associated with your usage, pages and files viewed, searches, and other actions you take such as which features you use), device event information (such as system activity, error reports (sometimes called 'crash dumps'), and hardware settings).

  • Device Data. We collect device data such as information about your computer, phone, tablet, or other device you use to access the website. Depending on the device used, this device data may include information such as your IP address (or proxy server), device and application identification numbers, location, browser type, hardware model, Internet service provider and/or mobile carrier, operating system, and system configuration information.

  • Location Data. We collect location data such as information about your device's location, which can be either precise or imprecise. How much information we collect depends on the type and settings of the device you use to access the website. For example, we may use GPS and other technologies to collect geolocation data that tells us your current location (based on your IP address). You can opt out of allowing us to collect this information either by refusing access to the information or by disabling your Location setting on your device. However, if you choose to opt out, you may not be able to use certain aspects of the website.

2. HOW DO WE PROCESS YOUR INFORMATION?

We process your information to provide, improve, and administer our products and services, communicate with you, for security and fraud prevention, and to comply with law. We may also process your information for other purposes with your consent.

We process your personal information for a variety of reasons, depending on how you interact with our website, including:

  • To register you as a new or potential customer and maintain such records

  • To create a custom heating subscription product, including a heating system design, for your property

  • To process and deliver the installation of such a heating system (including invoicing, managing payments, collecting money, assess credit risk, credit approval)

  • To provide any refunds/reimbursements to you

  • To ensure you receive any relevant subsidies to which you may be entitled

  • When we communicate with you about any enquiry or order by any method or when you engage with us on any technology platform (including social media)

  • To manage our relationship with you which will include: (a) Verifying your identity if you contact us (b) Notifying you about changes to our terms or privacy policy (c) Asking you to leave a review or take a survey (and the results of such review or survey)

  • To deliver relevant website content (including pop ups) and advertisements to you and measure or understand the effectiveness of the advertising we serve to you. Such processing includes matching and aggregating of your personal data with internal and external sources

  • To administer and protect our business and our websites (including troubleshooting, testing, data analysis, testing, system maintenance, support, reporting, hosting of data, research, and risk management)

  • To use data analytics including which parts of our website you visit to improve our website, products/services, marketing, customer relationships and experiences

  • To make suggestions and recommendations to you about goods or services (marketing communications) that may be of interest to you on the website (or elsewhere on the internet including on social media platforms) or (if you have previously purchased from us) by email, SMS, telephone, social media or post

  • To call you on the telephone to discuss your delivery, installation and to offer any other services (e.g. monitoring and maintenance)

  • To contact you where you have asked us to including: (a) to notify you when a product or service becomes available by email, SMS or call to discuss alternative (b) information about new product releases (c) if you are not a customer and have registered to receive marketing communications

  • To improve our service quality including: (a) providing training for our employees to ensure that we provide you with the best possible service; (b) call recording for training, compliance and legal or regulatory reasons

  • To operate any referral schemes from time to time

  • To be notified of and seek to resolve service issues relating to: (a) any ongoing monitoring and maintenance services, (b) any ongoing recurring financial transactions, (c) required repairs (d) other customer service issues

  • We may process your information when necessary to ask for feedback and contact you about the use of our website.

  • To send you marketing and promotional communications. We may process the personal information you send to us for our marketing purposes, if this is in accordance with your marketing preferences. You can opt out of our marketing emails at any time. For more information, see 'WHAT ARE YOUR PRIVACY RIGHTS?' below).

  • To deliver targeted advertising to you. We may process your information to develop and display personalised content and advertising tailored to your interests, location, and more.

  • To protect our website. We may process your information as part of our efforts to keep our website safe and secure, including fraud monitoring and prevention.

  • To determine the effectiveness of our marketing and promotional campaigns. We may process your information to better understand how to provide marketing and promotional campaigns that are most relevant to you.

  • To save or protect an individual's vital interest. We may process your information when necessary to save or protect an individual’s vital interest, such as to prevent harm.

  • To comply with legal obligations and prevent crime including: (a) crime and fraud prevention purposes; (b) to conduct anti money laundering checks

3. ON WHAT LEGAL BASES DO WE PROCESS YOUR INFORMATION?

We only process your personal information when we believe it is necessary and we have a valid legal reason (i.e. legal basis) to do so under applicable law, like with your consent, to comply with laws, to provide you with services to enter into or fulfil our contractual obligations, to protect your rights, or to fulfil our legitimate business interests.

The General Data Protection Regulation (GDPR) and UK GDPR require us to explain the valid legal bases we rely on in order to process your personal information. As such, we may rely on the following legal bases to process your personal information:

  • Consent. We may process your information if you have given us permission (i.e. consent) to use your personal information for a specific purpose. You can withdraw your consent at any time. Click here to learn more.

  • Performance of a Contract. We may process your personal information when we believe it is necessary to fulfil our contractual obligations to you, including providing our products or services or at your request prior to entering into a contract with you.

  • Legitimate Interests. We may process your information when we believe it is reasonably necessary to achieve our legitimate business interests and those interests do not outweigh your interests and fundamental rights and freedoms. For example, we may process your personal information for some of the purposes described in order to:

  • Send users information about special offers and discounts on our products and services

  • Develop and display personalised and relevant advertising content for our users

  • Support our marketing activities

  • Diagnose problems and/or prevent fraudulent activities

  • Understand how our users use our products and services so we can improve user experience

  • Legal Obligations. We may process your information where we believe it is necessary for compliance with our legal obligations, such as to cooperate with a law enforcement body or regulatory agency, exercise or defend our legal rights, or disclose your information as evidence in litigation in which we are involved.

  • Vital Interests. We may process your information where we believe it is necessary to protect your vital interests or the vital interests of a third party, such as situations involving potential threats to the safety of any person.

4. WHEN AND WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?

Vendors, Consultants, and Other Third-Party Service Providers. We may share your data with third-party vendors, service providers, contractors, or agents ('third parties') who perform services for us or on our behalf and require access to such information to do that work. We have contracts in place with our third parties, which are designed to help safeguard your personal information. This means that they cannot do anything with your personal information unless we have instructed them to do it. They will also not share your personal information with any organisation apart from us. They also commit to protect the data they hold on our behalf and to retain it for the period we instruct. The categories of third parties we may share personal information with include:

  • Order Fulfilment Service Providers and Suppliers

  • Payment Processors

  • Finance & Accounting Providers

  • Professional Advisors

  • Credit Reference Agencies

  • IT Service Providers

  • Third Party Payment Providers

  • Marketing Service Providers

We also may need to share your personal information in the following situations:

  • Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

  • Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honour this Privacy Policy. Affiliates include our parent company and any subsidiaries, joint venture partners, or other companies that we control or that are under common control with us.

  • Business Partners. We may share your information with our business partners to offer you certain products, services, or promotions.

We may share your Personal Data at any time if required for legal reasons or in order to enforce our terms or this Privacy Policy.

Third-Party Links

Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

5. OUR USE OF COOKIES AND WEBSITE TRACKING

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.

6. HOW LONG DO WE KEEP YOUR INFORMATION?

We will only keep your personal information for as long as it is necessary for the purposes set out in this Privacy Policy, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements). No purpose in this Privacy Policy will require us keeping your personal information for longer than the period of time in which users have an account with us.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

7. HOW DO WE KEEP YOUR INFORMATION SAFE?

We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our website is at your own risk. You should only access the website within a secure environment.

8. DO WE COLLECT INFORMATION FROM MINORS?

You must not use Fornax unless you are aged 18 or older. If you are under 18 and you access Fornax by lying about your age, you must immediately stop using Fornax. This website is not intended for children and we do not knowingly collect data relating to children.

9. WHAT ARE YOUR PRIVACY RIGHTS?

In the UK, you have certain rights under applicable data protection laws. These may include the right (i) to request access and obtain a copy of your personal information, (ii) to request rectification or erasure; (iii) to restrict the processing of your personal information; and (iv) if applicable, to data portability. In certain circumstances, you may also have the right to object to the processing of your personal information. You can make such a request by contacting us by using the contact details provided in the section 'HOW CAN YOU CONTACT US ABOUT THIS PRIVACY POLICY?' below. We will consider and act upon any request in accordance with applicable data protection laws.

Withdrawing your consent: If we are relying on your consent to process your personal information, you have the right to withdraw your consent at any time. You can withdraw your consent at any time by contacting us by using the contact details provided in the section 'HOW CAN YOU CONTACT US ABOUT THIS PRIVACY POLICY?' below or updating your preferences. However, please note that this will not affect the lawfulness of the processing before its withdrawal nor, will it affect the processing of your personal information conducted in reliance on lawful processing grounds other than consent.

Opting out of marketing and promotional communications: You can unsubscribe from our marketing and promotional communications at any time by clicking on the unsubscribe link in the emails that we send, or by contacting us using the details provided in the section 'HOW CAN YOU CONTACT US ABOUT THIS PRIVACY POLICY?' below. You will then be removed from the marketing lists. However, we may still communicate with you — for example, to send you service-related messages that are necessary for the administration and use of your account, to respond to service requests, or for other non-marketing purposes.

Account Information

If you would at any time like to review or change the information in your account or terminate your account, you can:

Contact us using the contact information provided.

Upon your request to terminate your account, we will deactivate or delete your account and information from our active databases. However, we may retain some information in our files to prevent fraud, troubleshoot problems, assist with any investigations, enforce our legal terms and/or comply with applicable legal requirements.

Cookies and similar technologies: Most Web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Services. To opt out of interest-based advertising by advertisers on our website visit http://www.aboutads.info/choices/.

If you have questions or comments about your privacy rights, please write us a message via the contact form on our website.

10. CONTROLS FOR DO-NOT-TRACK FEATURES

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ('DNT') feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage no uniform technology standard for recognising and implementing DNT signals has been finalised. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this Privacy Policy.

11. INTERNATIONAL TRANSFER OF DATA

We may transfer your personal data to third parties that are outside of the UK. Whenever we do this, we ensure a similar degree of protection is afforded to it as if it were being processed in the UK. For example, our contracts with third parties stipulate the standards they must always follow. If you wish for more information about these contracts, please contact us using the details below. Any transfer of personal data will follow applicable laws and we will treat the information under the guiding principles of this Privacy Policy.

12. DO WE MAKE UPDATES TO THIS PRIVACY POLICY?

We may update this Privacy Policy from time to time. The updated version will be indicated by an updated 'Revised' date and the updated version will be effective as soon as it is accessible. If we make material changes to this Privacy Policy, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this Privacy Policy frequently to be informed of how we are protecting your information. Continued access or use of Fornax will constitute your express acceptance of any modifications to this Privacy Policy.

13. HOW CAN YOU CONTACT US ABOUT THIS PRIVACY POLICY?

If you have questions or comments about this Privacy Policy, you may contact us by emailing privacy@fornax.energy or by submitting a message to us via the contact form on our website.

You may also reach us by post at 37 Warren Street, London, W1T 6AD, or telephone on 020 4571 0213.

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, be grateful for the opportunity to deal with your concerns before you approach the ICO so please contact us directly as a first step.

14. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it. To request to review, update, or delete your personal information, please submit a request form via the Contract page on our website.