Privacy policy.

Privacy Notice

Updated 5 August 2025

1. BACKGROUND

Fornax Energy Ltd and its group companies (“Fornax”, “we”, “us” or “our”) are committed to protecting and respecting your personal information.

This Privacy Notice sets out how and why we may collect, store, use and / or share your personal information and how we protect it.

Fornax Energy Ltd is a company registered in England and Wales with registered number 14220579.

2. THE INFORMATION WE COLLECT AND USE

Lawful grounds to process data

We only collect information about you if we have a lawful grounds for doing so, and only use that information in a way that the law allows us to. Most commonly we will use your personal information where:

we need to perform the contract we have entered into, or are about to enter into, with you
we need to comply with a legal or regulatory obligation
we have a legitimate interest in using your personal data
you have consented to our use of your personal data for a particular purpose.

Occasionally we may also use your personal data where:

we need to protect your or someone else’s interests; or
it is needed in the public interest or for official purposes.

It is important that all information we hold about you is accurate and up to date, so please keep us informed of any changes.

How we may collect your personal data

We may collect and use personal information that you voluntarily provide to directly us when you contact us, including

when you register for or purchase our products or services,
when you submit a contact form through our website or otherwise express an interest in obtaining information about us or our products and services,
when you phone or email us with general queries or interact with us on social media
through click-throughs
when, with your permission, we take photos or video recordings of your property to perform surveys or checks on the quality of works that have been carried out on your property.

We may also collect information about you indirectly from other organisations, including from:

any subcontractors or service providers who work with us in relation to our products or services
one of our affiliates or partners if you sign up for our products or services through them
parties we work with such as credit reference agencies and fraud prevention agencies
national energy or property databases

The types of personal data we may collect

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

Contact Data: such as your name, address, email address, date of birth, phone number(s).
Marketing and Communications Data: where you have opted in to receive marketing and other information from us, in line with the preferences you have told us about.
Property Data: such as a unique property reference number (UPRN), property coordinates, property ownership status, property dimensions and mortgage information.
Financial Information and billing data: such as your bank or credit card details, (such as your bank account number, sort code, billing address and direct debit information).
Transactional Data: details and records of all payments you have made for our services or products.
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.

In general we will not collect or process any Special Categories of Personal Data about you (such as information about your health (including disabilities)), unless we have lawful grounds to do so. If we do collect this category of information we have in place the safeguards which are required by law when processing this data.

We also collect, use and share aggregated data such as data on your location, device and 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 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.

Information which is collected automatically

Some information may be collected automatically when you visit, use or navigate our website.

This information does not reveal your specific identity but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, information about how and when you use our website, your location, the time zone you are in 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. Section 6 contains further information about our use of cookies.

3. WHY WE PROCESS YOUR INFORMATION AND THE LEGAL GROUNDS FOR DOING SO

Under data protection law we need to have one or more lawful grounds to process your personal data. The legal bases which we commonly rely on to process your personal information are:

Consent. We may process your information if you have given us permission to use your personal information for a specific purpose. You can withdraw your consent at any time.
Performance of a Contract. We may process your personal information when we believe it is necessary to fulfil our contractual obligations to you, or in order to enter 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 co-operate 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.

The reasons for collecting and using your information depend on how you interact with us but the most common reasons include:

        
            Legal Basis
            Purpose
        
            Performance of a Contract

To manage our contractual and service relationship with you:
            
                To register you as a new or potential customer and to keep our records up to date
To create a custom heating subscription product, including a heating system design, for your property
To process and deliver the installation of a heating system
To process and manage payments for the system including invoicing, managing payments, collecting money, assessing credit risk, credit approvals
To provide any refunds/reimbursements to you
To ensure you receive any relevant subsidies to which you may be entitled
To call you to discuss your delivery, installation and to offer any other services (e.g. monitoring and maintenance)
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
To communicate with you about any enquiry or order

            Legitimate Interests

To promote the success of our business and products:
            
                To deliver relevant website content (including pop ups) and advertisements to you. This includes matching and aggregating of your personal data with internal and external sources. We may process your information to develop and display personalised content and advertising tailored to your interests and location
To make suggestions and recommendations to you by email, post, SMS or telephone, about goods or services (marketing communications) that may be of interest to you, in line with the marketing preferences you have set. You can opt out of our marketing emails at any time
To contact you where you have asked us to (e.g. to notify you if a product or service becomes available) or have registered to receive marketing communications
To operate any referral schemes
To ask for feedback and contact you about the use of our website
To improve our service quality (e.g. call recording for training, compliance and legal or regulatory reasons; or providing training for our employees)
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.

            Legitimate Interests

To make our website better or more secure:
            
                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 the areas of our website you visit, to improve our website, products/services, marketing, customer relationships and experiences
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.

            Vital interests and legal compliance:
            
                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

4. WHEN AND WITH WHOM WE SHARE YOUR PERSONAL INFORMATION

We may share your data with 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 and must comply with data protection laws.

The categories of third parties we may share personal information with include:

Service Providers and Suppliers

Payment Processors
Government agencies or regulators, including Ofgem, if we are providing you with a service of product that may be eligible for government subsidies or a government grant
Our professional advisors, service providers (such as marketing, finance, IT and accounting providers) and insurers
Credit Reference Agencies
Third Party Payment 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 with a regulator or as otherwise required to comply with the law.

5. 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.

6. OUR USE OF COOKIES AND WEBSITE TRACKING

What is a cookie?

A cookie is a small file of letters and numbers which is placed on your computer or other device when you visit our website.

Cookies are widely used, and they enable our services to function properly and efficiently, as well as providing us with helpful information about how people use our services and their individual preferences.

It enables us to collect information such as your IP address, browser and/or other internet log information. The information we obtain from our use of cookies does not contain personal data and does not usually identify you personally.

How do we use cookies?

We use cookies to improve your experience of our website and ensure it functions correctly. This includes

Keeping you signed in
Understanding how you use our site so we can improve the services, functionality and content
Providing more effective and relevant advertising based on your interests.

Onward sharing of personal information collected by cookies

Where we have a legitimate interest in doing so, we may share your personal information which has been collected by cookies with third parties.

Types of cookie we use

        
            Name
            Purpose
        
            Squarespace
            Essential
        
            Google analytics
            Analytics
        
            Microsoft
            Analytics
        
            Hubspot
            Customer services and marketing
        
            Cloudflare
            Anti-bot
        
            Hotjar
            Marketing

Theses cookie names are not exhaustive and can vary as we and our vendors update our systems, or where session identifiers are included in the cookie name. Please note that we also use Google Tag Manager, which is not a cookie but carried out some form of tracking. Please check each site’s cookie policies if you access these sites.

Turning cookies off

You can block cookies by activating the setting on your browser that allows you to refuse the setting of some or all cookies. However, if you use your browser settings to block all cookies you may not be able to access all or parts of our services, some features may not work as intended, and your personal information may be less secure.

Some sites use other tracking technologies such as web beacons or images, rather than cookies but opting out of cookies should also block these.

Further information about cookies and how to disable them is available on the Information Commissioner’s website: https://ico.org.uk/for-the-public/online/cookies/.

7. HOW LONG DO WE KEEP YOUR INFORMATION?

We will only keep your personal information for as long as it is necessary to fulfil the purposes we have collected it for, including for the purposes of satisfying any legal, regulatory, accounting or administrative requirements.

To determine the appropriate retention period for the personal information we hold, we consider the amount, nature and sensitivity of the personal information, the risk of harm from unauthorised use or disclosure of your personal information, the reasons why we handle your personal information, the applicable legal requirements and whether we can achieve those purposes through other means.

In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.

8. 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 completely 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.

We have procedures in place to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected data security breach where required to do so.

9. YOUR PRIVACY RIGHTS

In the UK, under certain circumstances you have the legal right (i) to request access and obtain a copy of your personal information, (ii) to request rectification or erasure or the personal information we hold about you; (iii) to object to or to restrict the processing of your personal information; and (iv) to request the transfer of your personal information to another party.

If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact us using the details in Section 14. We will consider and act upon any request in accordance with applicable data protection laws.

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 by contacting us by using the contact details provided in Section 13. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.

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 Section 13. 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.

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, in accordance with applicable law. Whenever we do this, we ensure a similar degree of protection is afforded to your personal data as if it were being processed in the UK. As noted above, our contracts with third parties stipulate the standards they must always follow and the countries to which we transfer your data are deemed to provide any adequate level of protection for your personal information.

12. UPDATES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time. Any updated version will be posted on our website and, where appropriate, notified to you by email or post. We encourage you to check back regularly to see any updates or changes to our Privacy Policy. Continued access or use of our website will constitute your express acceptance of any modifications to this Privacy Policy.

13. CONTACT

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

Email: privacy@fornax.energy

Post: 37 Warren Street, London, W1T 6AD

Phone: 020 4571 0213

While we would prefer you spoke to us first if you have any concerns about our handling of your personal information, 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).