Privacy Policy

Evergreen Sustainable Energy is responsible for the personal information we use to handle enquiries and provide our services. This policy covers our website, Facebook and Instagram lead forms, email, telephone and WhatsApp enquiries, and customer records.

For privacy questions or requests, email info@evergreensustainableenergy.co.uk, call 0141 489 0616, or write to Evergreen Sustainable Energy, Mount House, Dundonald Road, KA2 0AA, United Kingdom.

You may give us your name, telephone number, email address, property address or postcode, property details, services you are interested in, preferred contact times and information in your messages. If you become a customer, we also keep quotations, agreements, installation details, relevant property photographs, payment records and warranty information.

We receive this information when you complete our website forms or Meta lead forms, contact us, or arrange work with us. Facebook or Instagram may prefill contact details from your profile; please check these before submitting. Our website hosting and communication providers may also process technical information such as IP addresses, device information and delivery or security logs.

Please provide only information relevant to your enquiry and avoid including sensitive personal information.

We use your details to respond to your enquiry, discuss your requested quotation, check our service coverage, arrange surveys and appointments, provide agreed work, take payments, manage warranties and resolve questions or complaints. We may contact you by telephone, SMS, email or WhatsApp about your enquiry or work.

We also use necessary records to run and protect our business, prevent misuse, keep accurate accounts and meet legal obligations. Submitting a quote request does not itself sign you up for unrelated promotional messages. Where consent is needed for marketing, we will ask separately, and you can ask us to stop marketing at any time.

For requested quotations, surveys and installations, we use information as necessary to take steps at your request before entering a contract and to perform our contract with you.

For general enquiries, relevant follow-up, service administration, security and dealing with disputes, we rely on our legitimate interests in responding to people, delivering our services and protecting our business, while considering your rights and expectations.

We rely on legal obligations where records are needed for accounting or other legal requirements. Where we request consent for an optional use, you can withdraw it by contacting us; this does not affect the lawfulness of earlier use.

We use an AI telephone assistant, Alex, to help answer calls, collect enquiry details, arrange callbacks and pass information to our team. Information you share during these calls may be processed by our telephone, AI and automation providers, including Retell, Telnyx and Make, to handle your enquiry and send follow-up details.

Call information can include your telephone number, the details you provide and a transcript or summary of the conversation. You can request information about call recording, ask to speak to a person or contact us by email instead. Quotations and decisions about carrying out work are handled by our team.

We share relevant information with staff, surveyors and installers who need it to handle your enquiry or complete your work. Service providers may process information for website hosting, email delivery and storage, telephone and messaging services, AI call handling, automation, payments and accounting. Our website forms use Resend for email delivery, and we use Zoho Mail for business email.

When you use Facebook or Instagram lead forms, Meta also processes information under its own privacy policy. WhatsApp and other platforms you choose to use have their own privacy terms. We may disclose information to professional advisers, insurers or public authorities where necessary for a claim, a legal obligation or protecting legal rights.

Some technology providers may process information outside the UK. Where a transfer requires safeguards, these must be covered by a UK adequacy decision or appropriate contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses. Contact us for details of the arrangements relevant to your information.

We keep information only for as long as it is needed for the purpose for which it was collected. For enquiries that do not lead to work, we consider whether the enquiry is still active, whether follow-up has been requested and whether records are needed to resolve a question or complaint.

For customers, retention depends on completing the work, applicable accounting and legal requirements, the duration of any warranty and the need to manage claims or disputes. For call records, transcripts and summaries, retention depends on enquiry handling, service quality and resolving an issue. Information is deleted or anonymised when it is no longer needed, subject to necessary backup retention.

Our website and hosting services may process technical information needed to deliver pages, maintain security and diagnose faults. The current website does not load the Meta advertising pixel. If we add non-essential analytics or advertising cookies, we will explain them and provide the required choice before use. You can also manage cookies through your browser settings.

Links to social media, WhatsApp and other external websites take you to services with their own privacy policies. We limit access to personal information to those who need it and use appropriate security measures. Please contact us if you have a concern about the security of information you have sent us.

Depending on the circumstances and lawful basis, you can ask for access to your information, corrections, deletion, restriction of processing or a portable copy. You can withdraw consent where we rely on it. Some information may need to be retained to meet legal obligations or manage legal claims.

You have the right to object to processing based on legitimate interests. You can object to direct marketing at any time, and we will stop using your information for that purpose.

To exercise your rights, email info@evergreensustainableenergy.co.uk. We may need to confirm your identity to protect your information. Providing enquiry details is voluntary, but without essential contact or property information we may be unable to respond, give a quotation or arrange work.