Privacy Policy

This Privacy Policy explains how nusource Limited collects, uses, stores, and protects personal data when you use our website, products, and services.

We are committed to protecting your privacy and handling your personal data in a transparent and secure manner in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

This policy explains what data we collect, how we use it, who we share it with, how long we retain it, and your rights.

Who we are

nusource Limited operates a digital platform providing fixed-price home-energy services, including boilers, heat pumps, EV chargers, and related services.

For the purposes of data protection law, nusource Limited is the data controller responsible for your personal data.

If you have any questions about this policy or how we use your data, you can contact us using the details provided on our website.

Personal data we collect

We may collect and process the following categories of personal data:

Identity and contact data (such as name, email address, phone number, and postal address).
Property and service information (such as property type, heating system details, energy usage information, and installation requirements).
Account and communication data (such as enquiries, chat messages, support requests, and feedback).
Transaction data (such as quotations, orders, payments, and invoices where applicable).
Technical data (such as IP address, device type, browser information, and usage data).
Marketing preferences and consent records.

We only collect personal data that is necessary for providing our services, operating our platform, complying with legal obligations, and improving our offering.

How we use your personal data

We use your personal data for the following purposes:

Providing quotations, arranging surveys, installations, and ongoing service delivery.
Operating and maintaining our website and digital services.
Communicating with you regarding enquiries, orders, support requests, and service updates.
Processing payments and managing contractual relationships.
Improving our products, services, and customer experience.
Preventing fraud, maintaining security, and complying with legal obligations.
Marketing communications where you have provided consent or where permitted by law.

Lawful basis for processing

We process personal data only where we have a lawful basis to do so, including:

Performance of a contract – where processing is necessary to provide our services to you.
Legitimate interests – where processing is necessary for operating and improving our business, provided your rights are not overridden.
Legal obligation – where we must comply with applicable laws and regulations.
Consent – where you have explicitly agreed to certain processing activities, such as marketing or analytics cookies.

AI chatbot and automated processing

nusource provides an AI-powered chat feature to assist users with enquiries, navigation, and general information.

This chat functionality may be powered by third-party artificial intelligence services such as OpenAI’s ChatGPT. Messages submitted through the chat may be processed by these providers in order to generate responses.

We recommend that you do not share sensitive personal data (such as financial details, identity documents, or health information) through the chat feature.

Chat interactions may be logged for quality, security, troubleshooting, and service improvement purposes. Where third-party AI providers process data, they act as independent data processors or controllers in accordance with their own privacy policies and contractual safeguards.

We do not use chat data to make solely automated decisions that produce legal or similarly significant effects about you.

Sharing your personal data

We may share your personal data with trusted third parties where necessary, including:

Installation partners, engineers, and service providers.
Payment processors and financial service providers.
IT, hosting, analytics, and security providers.
Customer support and communication platforms.
Regulators, insurers, or professional advisers where required.

All third parties are required to protect your data and only use it for specified purposes in accordance with contractual and legal obligations.

International data transfers

Some of our service providers may process data outside the UK or European Economic Area. Where this occurs, we ensure appropriate safeguards are in place, such as standard contractual clauses or equivalent legal mechanisms.

Data retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and regulatory requirements.

Retention periods vary depending on the nature of the data and the purpose of processing.

Your rights

Under data protection law, you have rights including:

Right of access to your personal data.
Right to rectification of inaccurate or incomplete data.
Right to erasure in certain circumstances.
Right to restrict processing.
Right to data portability.
Right to object to processing.
Right to withdraw consent at any time where consent is relied upon.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, or alteration.

Cookies

We use cookies and similar technologies to operate and improve our website. Please refer to our Cookie Policy for full details and how to manage your preferences.

The table below summarises the main cookies and similar technologies used on the nusource website.

Google Analytics

We use Google Analytics to understand how visitors interact with our website so we can improve usability, performance, and content.

Purpose: Distinguishes users, tracks page views and user journeys, and generates aggregated usage statistics.
Category: Analytics / Performance.

Google Ads (AdWords / Remarketing)

We use Google Ads cookies to measure advertising effectiveness and, where permitted, display relevant nusource adverts to users who have previously visited our website.

Purpose: Conversion tracking, campaign measurement, remarketing, and ad optimisation.
Data collected: Interaction with adverts, visits to the website, conversion events, and anonymised identifiers.
Category: Marketing / Advertising.

Tawk.to Live Chat

We use the Tawk.to live chat service to provide real-time customer support and assistance on our website.

Purpose: Maintain chat sessions, recognise returning visitors, enable real-time messaging, and store widget preferences.
Data collected: Chat session identifiers, technical connection data, and any information you voluntarily provide during chat.
Category: Strictly necessary / Functional.

Cookie providers may update cookie names, behaviour, and retention periods from time to time. The most up-to-date information is available via our Cookie Settings.

Artificial intelligence and ChatGPT

nusource uses artificial intelligence (“AI”) technologies to support certain features of the website, including our automated chat and enquiry assistance tools.

Our AI chat functionality may be powered by third-party providers such as OpenAI’s ChatGPT. When you interact with the AI chat feature, the information you submit may be processed by these providers in order to generate a response.

Please do not share sensitive personal data through the AI chat feature, including financial information, identity documents, health data, or any other confidential information.

Chat interactions may be logged and reviewed for quality assurance, security monitoring, troubleshooting, and service improvement purposes. We may retain chat transcripts in accordance with our data retention policies.

Where third-party AI providers process data on our behalf, they operate under contractual safeguards and their own privacy obligations. Depending on the nature of the processing, such providers may act as data processors or independent controllers in accordance with applicable law.

We do not use AI systems to make solely automated decisions that produce legal or similarly significant effects about you.

Use of the AI chat feature is subject to availability and may be updated or withdrawn at any time.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, technology, or our business operations. The latest version will always be available on this page.