Last updated: March 2026
This Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You. We use Your Personal data to provide and improve the Service. By using the Service, You agree to the collection and use of information in accordance with this Privacy Policy.Interpretation and Definitions
INTERPRETATION
The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
DEFINITIONS
For the purposes of this Privacy Policy:
Account means a unique account created for You to access our Service or parts of our Service.
Affiliate means an entity that controls, is controlled by or is under common control with a party, where "control" means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.
Application refers to Havenwise App, the software program provided by the Company.
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Havenwise Limited, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
Country refers to: United Kingdom
Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
Personal Data is any information that relates to an identified or identifiable individual.
Service refers to the Application or the Website or both.
Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analysing how the Service is used.
Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
Website refers to Havenwise, accessible from https://www.havenwise.co.uk
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
TYPES OF DATA COLLECTED
Personal Data
While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:
Email address
First name and last name
Phone number
Address
Heat Pump Performance Data
As a heat pump monitoring and control service, we collect and process specific data from your heat pump system to provide optimisation and monitoring capabilities. This includes:
Temperature Data: Indoor temperature, outdoor temperature, flow temperature, and return temperature readings
Performance Metrics: Coefficient of Performance (COP), energy consumption patterns, heating/cooling output, and system efficiency measurements
Operational Data: Operating modes, heat pump status, runtime hours, cycle frequency, and modulation levels
Diagnostic Information: Error codes, fault logs, system warnings, and maintenance alerts
Control Settings: Weather compensation curves, flow temperature setpoints, schedules, and user preferences
Energy Usage: Electricity consumption, peak demand periods, and time-of-use patternsLegal Basis for Processing: We process this heat pump data on the following legal bases under UK GDPR:
Performance of Contract: Processing is necessary to provide the heat pump monitoring and optimisation service you have subscribed to
Legitimate Interest: We have a legitimate interest in analysing performance data to improve our service and provide you with efficiency recommendations
Consent: Where required, we obtain your explicit consent for specific data processing activities
Energy Supplier Integration Data
If you connect your energy supplier account to our Service, we may collect:
Energy tariff information and pricing data
Time-of-use rate schedules
Account identifiers for integration purposes
Historical energy consumption dataLocation and Weather Data
We collect location information to provide weather compensation and optimise your heat pump's performance based on local weather conditions:
Your property's approximate location (postcode area, provided by you)
Local weather forecasts and historical weather data
Outdoor temperature readings from weather services
Usage Data
Usage Data is collected automatically when using the Service. Usage Data may include information such as Your Device's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that You visit, the time and date of Your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When You access the Service by or through a mobile device, We may collect certain information automatically, including, but not limited to, the type of mobile device You use, Your mobile device unique ID, the IP address of Your mobile device, Your mobile operating system, the type of mobile Internet browser You use, unique device identifiers and other diagnostic data.
Tracking Technologies and Cookies
We use Cookies and similar tracking technologies to track the activity on Our Service and store certain information. Tracking technologies used are beacons, tags, and scripts to collect and track information and to improve and analyse Our Service.
The technologies We use may include:
Cookies or Browser Cookies: A cookie is a small file placed on Your Device. You can instruct Your browser to refuse all Cookies or to indicate when a Cookie is being sent. However, if You do not accept Cookies, You may not be able to use some parts of our Service.
Web Beacons: Certain sections of our Service and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an email and for other related website statistics.
We use both Session and Persistent Cookies for the purposes set out below:
Necessary / Essential Cookies: Session Cookies administered by Us. Essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts.
Cookies Policy / Notice Acceptance Cookies: Persistent Cookies administered by Us. These Cookies identify if users have accepted the use of cookies on the Website.
Functionality Cookies: Persistent Cookies administered by Us. These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference.
USE OF YOUR PERSONAL DATA
The Company may use Personal Data for the following purposes:
To provide and maintain our Service: Including monitoring heat pump performance, optimising efficiency, and providing real-time control capabilities.
To manage Your Account: To manage Your registration as a user of the Service.
For the performance of a contract: The development, compliance and undertaking of the subscription contract for the heat pump monitoring and optimisation service.
To contact You: To contact You by email, telephone calls, SMS, or other equivalent forms of electronic communication regarding updates, system alerts, maintenance notifications, or informative communications related to the functionalities.
To provide performance insights: To analyse your heat pump's efficiency, identify optimisation opportunities, and provide recommendations to reduce running costs.
To provide You with news and updates: To provide information about service improvements, new features, and tips for optimising your heat pump's performance, unless You have opted not to receive such information.
To manage Your requests: To attend and manage Your requests to Us, including support inquiries and technical assistance.
For business transfers: We may use Your information to evaluate or conduct a merger, divestiture, restructuring, reorganisation, dissolution, or other sale or transfer of some or all of Our assets.
For service improvement: We may use Your heat pump performance data in aggregated and anonymised form to improve our algorithms, develop new features, and enhance the overall service quality.
SHARING YOUR PERSONAL DATA
We may share Your personal information in the following situations:
With Service Providers
We share Your personal information with third-party Service Providers to facilitate our Service, provide the Service on our behalf, perform Service-related services, or assist us in analysing how our Service is used.
Our Service Providers include:
Cloud Hosting and Infrastructure: GCP, Supabase, Vercel
Analytics and Monitoring: PostHog, Mixpanel
Marketing and Attribution: AppsFlyer (for app install attribution), Google Ads, Meta Ads
Customer Support: Intercom
Email Communications: Intercom, Resend
Payment Processing: Stripe
These Service Providers have access to Your Personal Data only to perform specific tasks on our behalf and are obligated not to disclose or use it for any other purpose.
With Heat Pump Manufacturers
We may integrate with heat pump manufacturer APIs to access your heat pump's data and provide control capabilities. We only access data necessary for providing our Service and do not share your personal information with manufacturers beyond what is required for API authentication and system integration.
With Energy Suppliers
If you choose to connect your energy supplier account, we will access your tariff information and energy usage data to optimise your heat pump's operation based on time-of-use pricing. This integration is optional and requires your explicit consent.
With Installers
If your heat pump was installed by a professional installer who uses our Service, they may have access to your heat pump's performance data and system diagnostics through our installer portal. This allows them to provide remote support and monitor the systems they have installed. You can request to revoke installer access at any time by contacting us.
With Partners (Partner-Originated Subscriptions)
Where your access to the Services is provided through a Partner, we will share your heat pump performance data and account information with that Partner for the purposes of service delivery, reporting, and contract management. This sharing is necessary for us to deliver the Service under the Partner arrangement and is carried out on the basis of our legitimate interest in fulfilling that arrangement.
Other Sharing Situations
For business transfers: We may share or transfer Your personal information in connection with any merger, sale of Company assets, financing, or acquisition of all or a portion of Our business.
With Affiliates: We may share Your information with Our affiliates, in which case we will require those affiliates to honor this Privacy Policy.
With Your consent: We may disclose Your personal information for any other purpose with Your consent.
RETENTION OF YOUR PERSONAL DATA
We retain your personal data for as long as is necessary to fulfil the purposes for which it was collected, including for legal, accounting, or reporting requirements.
As an exception, billing records are retained for 7 years as required by UK tax law.
We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations, resolve disputes, and enforce our legal agreements and policies.
Data Upon Service Cancellation
When you cancel your subscription, your account will be deactivated and you will lose access to the Service. Your personal data will be retained in accordance with our general retention policy above, except where we are required to retain it for legal or regulatory purposes. You may request deletion of your data by contacting us at hello@havenwise.co.uk (subject to legal retention requirements).
TRANSFER OF YOUR PERSONAL DATA
Your personal data is primarily processed and hosted within the United Kingdom and European Union. Our core infrastructure providers (GCP, Supabase, and Vercel) are configured to operate within UK/EU regions.
Intercom, which we use for customer support and communications, processes data in the United States. This transfer is covered by the UK-US Data Bridge (adequacy) and, as a fallback, Standard Contractual Clauses (SCCs) incorporating the UK Addendum.
We take all steps reasonably necessary to ensure that Your data is treated securely and in accordance with this Privacy Policy, and no transfer of Your Personal Data will take place to an organisation or country unless there are adequate controls in place including the security of Your data and other personal information.
YOUR DATA PROTECTION RIGHTS (UK GDPR)
Under UK data protection law, you have the following rights:
Right of Access: You have the right to request copies of your personal data, including all heat pump performance data we hold about you.
Right to Rectification: You have the right to request that we correct any information you believe is inaccurate or complete information you believe is incomplete.
Right to Erasure: You have the right to request that we erase your personal data, under certain conditions.
Right to Restrict Processing: You have the right to request that we restrict the processing of your personal data, under certain conditions.
Right to Object to Processing: You have the right to object to our processing of your personal data, under certain conditions.
Right to Data Portability: You have the right to request that we transfer your heat pump performance data to another service provider, or directly to you, in a structured, commonly used, and machine-readable format.
How to Exercise Your Rights
To exercise any of these rights, please contact us at:
Email: hello@havenwise.co.uk
We will respond to your request within one month. If your request is particularly complex or you have made multiple requests, we may extend this period by two further months, but we will let you know within one month if this is the case.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe we have not handled your personal data properly. You can contact the ICO at: https://ico.org.uk/make-a-complaint/
DELETE YOUR PERSONAL DATA
You have the right to delete or request that We assist in deleting the Personal Data that We have collected about You. You may request deletion at any time by:
Signing in to Your Account and visiting the account settings section
Contacting Us directly at hello@havenwise.co.uk
Please note that We may need to retain certain information when we have a legal obligation or lawful basis to do so (such as billing records required for tax purposes).
SECURITY OF YOUR PERSONAL DATA
The security of Your Personal Data is important to Us. We implement appropriate technical and organisational measures to protect your personal data against unauthorized or unlawful processing, accidental loss, destruction, or damage.
Our security measures include:
Regular security assessments and updates
Access controls and authentication requirements
Secure hosting with reputable cloud infrastructure providers
Regular backups and disaster recovery procedures
However, no method of transmission over the Internet or method of electronic storage is 100% secure. While We strive to use commercially acceptable means to protect Your Personal Data, We cannot guarantee its absolute security.
DISCLOSURE OF YOUR PERSONAL DATA
Business Transactions
If the Company is involved in a merger, acquisition or asset sale, Your Personal Data may be transferred. We will provide notice before Your Personal Data is transferred and becomes subject to a different Privacy Policy.
Law Enforcement
Under certain circumstances, the Company may be required to disclose Your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
Other Legal Requirements
The Company may disclose Your Personal Data in the good faith belief that such action is necessary to:
Comply with a legal obligation
Protect and defend the rights or property of the Company
Prevent or investigate possible wrongdoing in connection with the Service
Protect the personal safety of Users of the Service or the public
Protect against legal liability
CHILDREN'S PRIVACY
Our Service does not address anyone under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data, please contact Us. If We become aware that We have collected Personal Data from anyone under the age of 13 without verification of parental consent, We take steps to remove that information from Our servers.
LINKS TO OTHER WEBSITES
Our Service may contain links to other websites that are not operated by Us. If You click on a third party link, You will be directed to that third party's site. We strongly advise You to review the Privacy Policy of every site You visit. We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
CHANGES TO THIS PRIVACY POLICY
We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the updated Privacy Policy on this page and updating the 'Last updated' date at the top. For material changes to how we process your personal data, we will make reasonable efforts to bring these to your attention. You are advised to review this Privacy Policy periodically. Changes are effective when posted on this page.
CONTACT US
If you have any questions about this Privacy Policy, you can contact us:
By email: legal@havenwise.co.uk
By post: Havenwise Limited, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQFor data protection enquiries or to exercise your rights under UK GDPR, please contact:
legal@havenwise.co.uk
