1. Who we are

Mr Solar Ltd is the controller responsible for the personal information described in this policy.

• Company: Mr Solar Ltd
• Company number: 14128954
• Registered/business address: Beacon Innovation Centre, Camelot Road, Gorleston-on-Sea, Great Yarmouth, NR31 7RA
• Email: admin@mrsolarpv.co.uk
• Telephone: 01493 289118 or 01603 394104

2. Information we may collect

Depending on how you deal with us, we may collect:

• Your name, address, email address and telephone number.
• Property details, postcode, ownership or authority to instruct work, roof information and access requirements.
• Electricity consumption, tariff information, meter details and information about solar PV, battery, EV charging or electrical equipment.
• Photographs, plans, surveys, test results, generation data, monitoring information, serial numbers and fault information.
• Quotation, contract, invoice, payment and warranty information. Card payments may be handled by a payment provider; we do not normally retain complete card details.
• Correspondence, complaints, call notes and records of customer support.
• Website information such as IP address, browser/device details, pages viewed, cookie choices and approximate location derived from an IP address.
• Messages submitted to our AI chatbot and any contact details you choose to provide through it.

Please do not provide passwords, bank-card details, special-category information or other sensitive personal information through the chatbot.

3. How we obtain information

We normally obtain information directly from you through our website, telephone calls, emails, surveys, quotations, contracts, appointments and chatbot. We may also receive relevant information from a joint property owner, landlord, tenant, builder, contractor, energy supplier, DNO, manufacturer, monitoring provider, accreditation or consumer-protection body where this is necessary and lawful.

4. How and why we use your information

Where we rely on legitimate interests, we consider the impact on your rights and only use information where those interests are not overridden by your interests or fundamental rights.

5. AI chatbot

Our website may provide an AI chatbot operated through the AI Puffer WordPress plugin and an OpenAI API model. The chatbot is designed to give general information about Mr Solar’s services and to help route enquiries.

• The chatbot is automated and may sometimes give incomplete or inaccurate answers.
• It does not provide a binding quotation, technical diagnosis, electrical instruction or contractual commitment.
• Important technical, safety, pricing and suitability matters must be confirmed by a member of the Mr Solar team.
• Chat messages may be stored in our WordPress administration area and processed by OpenAI to generate a response.
• OpenAI states that API business data is not used to train its models by default. API inputs and outputs may normally be retained by OpenAI for up to 30 days for service delivery and abuse monitoring, unless a different eligible retention arrangement applies.
• Authorised Mr Solar personnel may review chatbot conversations for customer service, safeguarding, quality assurance and abuse prevention.

The chatbot does not make decisions that produce legal or similarly significant effects. A person will review an enquiry before Mr Solar agrees work, issues a final quotation or makes an important decision about a customer.

6. Who we may share information with

We only share information where necessary, proportionate and lawful. Recipients may include:

• Mr Solar employees, authorised contractors, surveyors and installers.
• Website, hosting, email, cloud-storage, communications, customer-management, quotation and IT-support providers.
• AI Puffer and OpenAI where the chatbot is used.
• Payment processors, banks, accountants, insurers, professional advisers and debt-recovery services.
• Equipment manufacturers, distributors, warranty providers and monitoring-platform providers.
• Electricity network operators, electricity suppliers and metering providers where relevant.
• MCS, NAPIT, HIES, TrustMark and other certification, accreditation, warranty or consumer-protection organisations applicable to the work.
• Regulators, courts, law-enforcement bodies or public authorities where disclosure is required or permitted by law.

We do not sell or rent personal information.

7. International processing

Some technology and service providers may process information outside the United Kingdom. Where this occurs, we use providers and arrangements intended to provide an appropriate level of protection, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved contractual clauses, or another lawful safeguard.

8. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, warranty, certification and dispute requirements. Our normal guide is:

• Enquiries and quotations that do not proceed: normally up to 24 months after the last meaningful contact.
• Customer, contract, installation, certification and invoice records: normally at least six years after completion or the end of the customer relationship, and longer where needed for an active warranty, certification record, legal claim or statutory duty.
• Warranty and system-support records: for the relevant warranty/support period and normally up to six years afterwards where required to establish or defend claims.
• AI chatbot conversations: normally up to 12 months, unless a conversation becomes part of a customer enquiry, contract, complaint, safety matter or legal record requiring longer retention.
• Website analytics and cookies: according to the relevant service setting and our Cookies Policy.

We may securely delete or anonymise information sooner where it is no longer needed.

9. Cookies and analytics

Our website uses essential technologies needed for security and operation. With consent where required, it may also use analytics, advertising or embedded-content technologies. You can manage non-essential choices through the website cookie controls. Please see our Cookies Policy for more information.

10. Security

We use appropriate organisational and technical measures intended to protect personal information, including access controls, HTTPS encryption, security monitoring, backups and restrictions on administrative access. No online service is completely risk-free, so please use appropriate care when sending information online.

11. Your data-protection rights

Depending on the circumstances, UK data-protection law may give you the right to:

• Request access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Ask us to erase information.
• Ask us to restrict processing.
• Object to processing based on legitimate interests or to direct marketing.
• Request data portability where applicable.
• Withdraw consent at any time where processing relies on consent.
• Complain to the Information Commissioner’s Office.

These rights are not absolute and exemptions may apply. To exercise a right, contact admin@mrsolarpv.co.uk. We may need to verify your identity before responding.

12. Complaints

Please contact us first so we can try to resolve a data-protection concern. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/ or by telephone on 0303 123 1113.

13. Children

Our services and website chatbot are intended for adults making enquiries about properties, businesses or installations. We do not knowingly seek to collect personal information from children.

14. Other websites

Our website may link to or embed services operated by other organisations. Their handling of information is governed by their own privacy information. We encourage you to review it before providing personal information.

15. Changes to this policy

We may update this policy when our services, suppliers or legal obligations change. The latest version will be published on this page with an updated date.