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Privacy policy

1. Introduction

Here’s everything you need to know about how we collect, protect and use your data. And of course, your rights to access that data.

We’re always making improvements to our processes and offering, so our Privacy Policy will change from time to time. Our latest changes will always be reflected on this page.

This privacy policy was last updated on 24th January 2024.

2. Definitions

First, let’s walk you through some of the lingo.

  • Data: Personal data you submit to Glowb on our website, and everything defined as ‘personal data’ under the data protection laws
  • Data Protection Laws: Laws about how your personal data is being handled
  • GDPR: General Data Protection Regulation
  • Glowb, Glowb Ltd., “we”, “our” or “us”: Glowb Ltd is based in England. Our company registration number is 13010329 and our registered address is 71-75 Shelton Street, London, WC2H 9JQ. We like to refer to Glowb as “we”
  • UK and EU Cookie Law: Laws about privacy and electronic communications that have been changed in 2003, 2011 and 2018
  • “User” or “you”: Anyone that accesses our website that is not employed by or helping Glowb
  • Website: You guessed it: it’s where you are right now!

3. Long story short

  • You will provide us with most of the data we collect
  • We collect your data so we can identify you and have a record of your full picture in one place
  • We collect your data so we can provide you with relevant services
  • We collect your data so we can make improvements

4. What, when, how and why we collect your data

4. 1 Information we collect when you visit our website

What data do we collect?

  • The number of users visiting our website, the pages they visit and how long they spend with us
  • No identifiable data will be collected

How do we collect your data?

  • When you visit our website

How we store your data at this stage

  • This will be stored on WordPress, the software we use to build and maintain our website

Why do we collect this data?

  • To continually improve customer experience on our website

4. 2 Information we collect when you give us a nod

What data do we collect?

  • Your name, postal address, email address and phone number
  • Basic information about your home (the type of home you own, the direction your roof faces, its unique features)
  • Your home’s energy consumption
  • How you’d prefer to be contacted

How do we collect your data?

  • You will share this information with us via Typeform that’s  embedded on our website. It looks something like this

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform

Why do we collect this data?

  • To check that we can offer you our services. For example, we only serve customers in Central England at the moment, so your postcode tells us that you’re not outside of this area
  • To contact you and arrange a video survey if your home has potential for solar energy
  • To contact you about any part of your solar experience with Glowb; from discussing your solar design and quote to arranging your solar system installation
  • Your address is needed so that we can visit you for a free on-site survey at your home, deliver materials, set up scaffolding and of course, install your solar system

4. 3 Information we collect during your initial video consultation

What data do we collect?

  • Recap everything you shared with us when you gave us a nod
  • Anything else we learn about you and your home during the video consultation. It can be things like if you’ve done any renovations, the number of bedrooms and your annual energy consumption
  • Potential survey date, installation date, how many panels, battery size, price range, brands, and planning needed to go ahead with the solar system installation
  • Our answers to any questions you ask, for example it may be something technical and if we feel like the answers are relevant, we might keep note of them

How do we collect your data?

  • You will share it with us during the video consultation

How we store your data at this stage

  • We store your data on HubSpot, our chosen Customer Relationship Management platform

Why do we collect this data?

  • A document will be exported from HubSpot and sent to our technicians for the on-site survey so they have some knowledge about your home before they arrive
  • Create a tailored solar design and quote based on your needs and goals

4. 4 Information we collect during your free on-site survey

What data do we collect?

  • Your details (we already have this saved on HubSpot so don’t worry about giving us this information again)
  • If you have someone vulnerable at your home, we will also make note of this so we can give you suitable advice on how to prepare for installation
  • Project information like quote type, panel type, battery module size, your electricity supplier, your floor plans, images of accesses to your home, any obstacles and any other permission you need like from your neighbours or council for scaffolding
  • The size, angle and construction of your roof(s)
  • A copy of your electricity bill for the DNO application
  • Information about your electricity meter and consumer unit (fusebox)
  • Information about the route that wiring will follow between your panels, inverter, battery and consumer unit
  • Any information about future plans to your home that might be relevant to or impact your solar system
  • Information about access to your home, for example how easy it will be to deliver and set up scaffolding, drop off your panels, and get everything onto the roof
  • Photos and information of your roof(s), electricity meter and consumer unit
  • You can ask our technician questions during the free on-site survey, and if it’s relevant for us to keep note of the answers, we will also collect this data so we won’t have to ask you for something we should know. Likewise, our technician may ask you other questions relating to your home’s potential for solar and if the answers are relevant, we might keep note of them
  • They will also ask where you would like your Glowb system, then take measurements and photos. Don’t worry, their job is to recommend – but the choice is ultimately yours
  • If you’d like to know what really happens during your free on-site survey, check out this page

How do we collect your data?

  • By asking you questions and assessing your home during your free on-site installation

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform

Why do we collect this data?

  • We collect this data so that we can create a solar design and quote that is as accurate as possible, one that we believe is best suited to the needs that we have identified during the on-site survey

4. 5 Information we collect when you give us a thumbs up for solar installation

What data do we collect?

If your system is above 3.68 kilowatts, we need to apply for a G99 before we go ahead with your installation. We need your signature for the application along with a few other things listed below (the application process can take up to 12 weeks – it sounds like there’s a lot to do but don’t worry, we take care of this!):

  • Your details (we already have this saved on HubSpot so don’t worry about giving us this information again)
  • Your signature
  • Meter Point Administration Number (MPAN(s))
  • Installer details like our accreditations and qualifications, postal address, email address and phone number and signature
  • Installation details like postal address, location within generator’s installation and location of lockable isolation switch
  • Summary details of power generating modules like manufacturer or reference, date of installation, technology type, manufacturer’s reference number and power generating module registered capacity in kilowatt
  • Commissioning checks
  • Power generating module reference
  • Any additional comments from our observations
  • Your bank or card details. And depending on how you choose to pay the deposit. You’ll be asked to confirm your name and address for identify verification

How do we collect your data?

  • We’ll send out a post of what you need to sign. You’ll sign it on and return it to us via post
  • You’ll be inputting your bank card details or your bank account number either on Stripe (more on 5.5), GoCardless (more on 5.6) or Vendigo (more on 5.7)

How we store your data at this stage

  • We’ll scan it and store it on HubSpot, our chosen Customer Relationship Management platform. The papers you signed will be sent for a G99 application
  • On Xero for accounting, and either Stripe, GoCardless or Vendigo depending on how you choose to pay the deposit

Why do we collect this data?

  • To process the G99 application, to connect a generation asset that’s over 3.68 kilowatt or connecting energy storage
  • So you can pay for the deposit

4. 6 Information we collect during your installation

What data do we collect?

  • The serial number of any inverters and batteries that we install
  • Photos of your installed system
  • MCS required data, e.g. wiring diagram, floorplans and more

How do we collect your data?

  • At your home when we install your solar system

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform

Why do we collect this data?

  • Microgeneration Certification Scheme (MCS) requires us to collect this data to prove that your installation meets the required legal standards
  • To have a record of what was done during the installation

4. 7 Information we collect once the installation is completed

What data do we collect?

  • Your details (we already have this saved on HubSpot so don’t worry about giving us this information again)
  • Your signature
  • Installer details like our accreditations and qualifications, postal address, email address and phone number and signature
  • Installation details like postal address, Meter Point Administration Number (MPAN(s)), location within customer’s installation and location of lockable isolation switch
  • Details of micro-generator like manufacturer, date of installation, primary energy source, power factor, manufacturer’s reference number, emerging technology classification, micro-generator Registered Capacity in kilowatt
  • Summary details of micro-generators like manufacturer, date of installation, technology type, manufacturer’s reference number and micro-generator registered capacity in kilowatt
  • How much electricity your system is generating, how much you are exporting to the grid, and (if you have a battery) the state of charge of your battery and whether it is charging or discharging

How do we collect your data?

  • On your installation day
  • We connect your inverter to your WiFi, and it sends the data to the cloud.

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform
  • Data about generation, export and battery state is stored by:
    • The manufacturer of your inverter (e.g. Solax) in their data centre
    • Zoa Ltd, who maintain the Glowb mobile app, in their data centre
    • Glowb Ltd, in our data centre

Why do we collect this data?

  • To process the G98 application. G98 includes connection steps for Fully Type Tested systems under 16A per phase. We need to tell the DNO within 28 days after completion that the micro-generator to be connected is installed in compliance with G98.
  • To make sure your system is connected to your Glowb mobile app, so you can monitor it
  • To make sure your system can be monitored by Glowb staff for troubleshooting purposes

4. 8 Information we collect when you pay the invoice balance

What data do we collect?

  • Your bank or card details. And depending on how you choose to pay the balance. You might be asked to confirm your name and address for identify verification

How do we collect your data?

  • You’ll be inputting your bank card details or your bank account number either on Stripe (more on 5.5), GoCardless (more on 5.6) or Vendigo (more on 5.7)

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform

Why do we collect this data?

  • To process the balance payment

4. 9 Information we collect during aftercare

What data do we collect?

  • Information of any enquiries you raise with us
  • How much electricity your system is generating, how much you are exporting to the grid, and (if you have a battery) the state of charge of your battery and whether it is charging or discharging

How do we collect your data?

  • You’ll be contacting us about it
  • Automatically at regular intervals from your inverter, via your WiFi. This is controlled by the manufacturer of your inverter, e.g. Solax

How we store your data at this stage

  • We store it on HubSpot, our chosen Customer Relationship Management platform
  • Ongoing data about generation, export and battery state is stored by:
    • The manufacturer of your inverter (e.g. Solax) in their data centre
    • Zoa Ltd, who maintain the Glowb mobile app, in their data centre
    • Glowb Ltd, in our data centre

Why do we collect this data?

  • To keep a record of everything you raised with us so whenever a different Glowb staff is helping you, they will be up to date with what’s happening
  • If this is a complaint, we collect this data to avoid the same thing from happening
  • To enable your Glowb mobile app to display your live system generation, battery state of charge etc. 
  • To enable our smart battery control algorithm to optimise your battery charge/discharge times in order to save you money on grid electricity bills
  • For analytics purposes, so we can root-cause any problems with your system, and help you make choices about other smart energy investments in the future

5. Third party technologies we use to collect your data

5.1 Typeform

Typeform is a form builder we use for building  dynamic customer forms and surveys.

What data does Typeform collect

  • Your name, postal address, email address and phone number
  • Basic information about your home (the type of home you own, the direction your roof faces, its unique features)
  • Your home’s energy consumption
  • How you’d prefer to be contacted
  • GDPR consent for us to store your personal data

When does Typeform  collect the data

  • When you register your interest with Glowb

How do we intend on using the data collected by Typeform?

  • To validate that we can offer you our services. For example, we only install in Central England at the moment, so your postcode validates that we can onboard you as a customer
  • To contact you about any part of your solar experience with Glowb; from discussing your quote and design to arranging your solar system installation
  • Your address is needed so that we can visit you for a free on-site survey at your home, deliver materials, set up scaffolding and of course, install your solar system

5.2 Hubspot

Hubspot is the software we use for our Customer Relationship Management.

What data does Hubspot collect?

  • Your name, postal address, email address and phone number
  • Everything you’ve shared with us about you and your home in all the stages
  • Your home’s energy consumption
  • How you’d prefer to be contacted
  • Your website activity like page views, clicks and information from your form submissions
  • Email activity like opens, clicks and replies
  • Sales activity like deals closed and revenues generated
  • Customer service activities like your interactions with us, support tickets and anything else you’ve shared with us
  • Documents linked to your account

When does Hubspot collect the data?

  • When you submit your information through forms on our website
  • When you become our customer
  • When you sign up to keep in touch with us so you can use our services in the future when we start installing in your neighbourhood or when you become a homeowner
  • When you sign up for email marketing
  • During the video consultation, on-site survey, installation, when you ask us questions and during aftercare
  • When we update our findings about you and your home at different stages of your journey with Glowb

How do we intend on using the data collected via Hubspot?

  • To understand how you connect with us
  • Any questions you asked us and our response
  • Any advice we’ve given you
  • Any issues we identified
  • To save documentations linked to your account in one place
  • To have a record of your full picture in one place

5.3 Calendly

Calendly is an appointment scheduling software that we use to keep our bookings system smooth and organised.

What data does Calendly collect? 

  • Your name, email address, date and time arranged for appointments

When does Calendly collect this data? 

  • When you register your interest to arrange a video consultation

How do we intend on using the data collected via Calendly?

  • Arrange, amend and cancel your appointment(s) with Glowb

5.4 WordPress

WordPress is the software we use to build and maintain our website.

What data does WordPress collect?

  • The number of users visiting our website, the pages they visit and how long they spend with us
  • No identifiable data will be collected 

When does WordPress collect the data?

  • When you visit our website

How do we intend on using the data collected via WordPress?

  • To continually improve customer experience on our website

5.5 Google Analytics

Google Analytics helps us collect data from our website by providing insights on statistics for our marketing purposes.

What data does Google Analytics collect?

  • Page views and visit data like the pages you visit, your location, time spent on each page, device type, operating system, browser type, keywords you use to find our website and the load time of each component
  • No identifiable data will be collected 
  • Our Cookies Policy shares in-depth information about this – you can find it here

When does Google Analytics collect the data?

  • When you visit our website and accept our Cookies Policy

How do we intend on using the data collected via Google Analytics?

  • To improve your online experience by remembering how you used our website and to save your preferences
  • The keywords you used will help us make our content more relevant and more searchable

5.6 OpenSolar

OpenSolar is the software we use to create your solar design and proposal.

What data does OpenSolar collect?

  • Your name, postal address, email address and phone number
  • Measurements of your roof and its construction
  • Your current energy usage patterns, and any changes you have told us about (for example, buying an EV or installing a heat pump)
  • Details of the system we propose to install, including all the parts, prices, modelled energy generation and expected labour required
  • Dates our staff will visit your home to carry out a survey or installation

When does OpenSolar collect the data?

  • During your free on-site survey

How do we intend on using the data collected via OpenSolar?

  • We use this information to design a system which we believe best suits your needs, and to generate your design and quotation (your proposal)

5.7 Xero

Xero is the software we use for accounting.

What data does Xero collect? 

  • Your name, postal address, email address, phone number
  • The cost of your order
  • A brief description
  • Whether you have paid for your system yet

When does Xero collect the data?

  • When you have confirmed your installation with Glowb and signed your contract, we create an invoice for you in Xero with the data you’ve shared with us

How do we intend on using the data collected via Xero?

  • To create your invoice
  • To track your invoice
  • To reflect your project in our company accounts

5.8 Stripe

Stripe is the software we use for processing card payments.

What data does Stripe collect?

  • Your credit or debit card information
  • Your name and billing address

When does Stripe collect the data?

  • When you chose to pay your invoice by credit/debit card and enter your payment details on our website

How do we intend on using the data collected via Stripe?

  • We use the data to collect payment for your system

How is this data transmitted?

  • Your data is transmitted directly from your computer or phone to Stripe. It is encrypted during transit, and never touches other Glowb systems

How is this data stored?

  • Your data is stored by Stripe in their encrypted cloud system which is subject to the highest level of PCI compliance and security safeguards

5.9 GoCardless

GoCardless is the software we use for direct bank payments.

What data does GoCardless collect?

  • Your bank account number and sort code
  • Your name and billing address
  • Your permission to set up a direct debit

When does GoCardless collect the data?

  • When you choose to pay your invoice by direct debit and you enter your bank details on our website

How do we intend on using the data collected via GoCardless?

  • We use the data to collect payment for your system

How is this data transmitted?

  • Your data is transmitted directly from your computer or phone to GoCardless. It is encrypted during transit, and never touches other Glowb systems

How is this data stored?

  • Your data is stored by GoCardless in their encrypted cloud system which is subject to he highest level of PCI compliance and security safeguards

 

6.0 DocuSign

DocuSign is the software we use to send you your solar contract and any agreements so that they can be signed digitally.

What data does DocuSign collect?

  • Your signature for the G99 authority to act form and the date you signed it
  • Your signature for the F13AH – Contract of Sale (for contracts agreed away from trade premises) and the date you signed it
  • Your signature for the F41AH – Solar PV Quotation HIES and the date you signed it

When does DocuSign collect the data?

  • When you’re ready to get the ball rolling with your solar installation

How do we intend on using the data collected via DocuSign?

  • A record of what was agreed and that you understand everything

6.1 Safety Culture

Safety Culture is the software we use to store information we collect during the on-site survey at your home.

What data does Safety Culture collect?

  • Information about your home and its solar potential

When does Safety Culture collect the data?

  • During your on-site survey

How do we intend on using the data collected via Safety Culture?

  • Compile risk assessments for installers and customers
  • Feasibility of product and services offered
  • Compile work and accessibility plans of intended works
  • Planned routes of ancillaries like electrical cabling and metering works
  • Confirmation of location of intended products and customers awareness of site of install
  • Compliance of works to regulatory code and all associated British Trade Standards
  • Investigate potential for additional approvals from local authority, Distribution Network Operator (DNO) and other invested bodies

6.2 Inverter manufacturers

The manufacturer of your inverter (e.g. Solax) will collect data from your system via your WiFI.

What data does your inverter manufacturer collect?

  • How much electricity your system is generating, how much you are exporting to the grid, and (if you have a battery) the state of charge of your battery and whether it is charging or discharging

When does your inverter manufacturer collect the data?

  • Automatically at regular intervals from your inverter, via your WiFi

How do we intend on using the data collected via your inverter manufacturer?

  • To display in your Glowb mobile app, so you can monitor your solar system
  • To enable our smart battery control algorithm to optimise your battery charge/discharge times in order to save you money on grid electricity bills
  • For analytics purposes, so we can root-cause any problems with your system, and help you make choices about other smart energy investments in the future

6.3 Zoa Ltd

Zoa Ltd are a UK company who maintain the Glowb mobile app and smart battery control system

What data does Zoa collect?

  • How much electricity your system is generating, how much you are exporting to the grid, and (if you have a battery) the state of charge of your battery and whether it is charging or discharging
  • Your phone number (so you can use it to log into the Glowb mobile app)
  • Your geographic location (to forecast sunshine, and therefore solar generation, to feed into the smart battery control algorithm)
  • Details about your grid electricity tariff, for example the per-unit rate you pay at each time of day (to enable the smart-battery control algorithm to top up your battery during periods of cheap grid electricity, and potentially export during periods when the export rate is high)
  • The serial number(s) of your inverter and its wifi dongle (to link your solar system to your Glowb mobile app account)

When does Zoa collect the data?

  • Automatically at regular intervals from the manufacturer of your inverter
  • When you input the data into the Glowb mobile app
  • When Glowb’s installation team commission your system, they will add the serial numbers of your system and your phone number to Zoa’s system to create your account on the Glowb mobile app

How do we intend on using the data collected via Zoa?

  • To display in your Glowb mobile app, so you can monitor your solar system
  • To enable our smart battery control algorithm to optimise your battery charge/discharge times in order to save you money on grid electricity bills
  • For analytics purposes, so we can root-cause any problems with your system, and help you make choices about other smart energy investments in the future
  • To help Glowb and Zoa improve the Glowb mobile app and smart battery control algorithm.

Sub-processors

  • Zoa may appoint sub-processors to and share your data with them in order to maintain and improve the Glowb mobile app and smart battery control service.

7. Data retention

  • We’ll keep your data for the full warranty period so we can offer you aftercare
  • We’ll keep your data for the full period of finance/loan, so we can track repayments
  • We’ll keep your data for the lifetime of the system so you can access the Glowb app/portal

Once this time period has expired, we’ll delete your data immediately by permanently deleting anything related to you and your account on HubSpot, our Customer Relationship Management platform.

8. Opting out of marketing

If you’ve agreed to receive marketing communications from us, you can opt-out at any time. We’ll always respect your rights to privacy.

If you have any questions related to your data and marketing at Glowb, please contact marketing@glowb.uk.

9. What are your data protection rights?

As a user, you’re entitled to the following rights:

The right to access – You have the right to request copies of your personal data that we have collected.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete any information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data,.

The right to object to processing – You have the right to object to us processing your personal data.

The right to data portability – You have the right to request that wetransfer the data that we have collected to another organisation, or directly to you.

If you would like to use any of these rights, please email us at care@glowb.uk. We have a month to respond to your request.

10. Third party links on our website

Glowb’s website contains links to other websites. Our Privacy Policy applies only to us, so if you click on a link to another website, you should read their Privacy Policy.

11. How to contact us

If you have any questions about our Privacy Policy, the data we hold on you, or you would like to use one of your data protection rights, please let us know at care@glowb.uk.

12. Unhappy with us? Here’s how you can complain.

We hope this is never needed, but should you find it useful you can find our complaints policy here.