Privacy Policy

1. About Nexura Solutions

Nexura Solutions provides precision home retrofit and energy-improvement services for UK homeowners and landlords. Our services include insulation removal, insulation, roofing, solar PV, battery storage, cavity wall insulation, and air source heat pump installations. To deliver these services effectively, we collect and process certain personal information in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

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

Personal Identification Information

Full name, residential address, email address, telephone number, and any other contact details you provide when making an enquiry or booking an assessment.

Property Information

Property address, property type, EPC-related information, and details about your home's current condition, systems, insulation, roofing, solar suitability, heating setup, and retrofit requirements.

Assessment and Service Information

Information gathered during a Precision Assessment, including notes, photographs, projected EPC outcomes, indicative cost plans, and records relating to proposed or completed retrofit works.

Payment Information

Billing address, payment method details, and transaction history. Payment details are processed securely through approved third-party payment providers. We do not store full card details.

Website Usage Data

Technical information collected through cookies and analytics tools, such as IP address, browser type, device data, and website usage behaviour.

3. How We Use Your Information

We use your personal information for the following purposes:

• To respond to enquiries and provide customer support.
• To arrange and carry out Precision Assessments.
• To prepare quotations, projected EPC assessments, indicative cost plans, and service recommendations.
• To deliver and manage retrofit, solar, roofing, insulation, battery, and heat pump services.
• To coordinate site visits, surveys, installations, inspections, repairs, and aftercare.
• To process payments and maintain billing records.
• To document work carried out, including before, during, and after photographic records where relevant.
• To improve our operational efficiency, service quality, and website performance.
• To communicate essential updates regarding your booking, service, installation, or account.
• To comply with legal, regulatory, insurance, and warranty-related obligations.

4. Legal Basis for Processing Personal Data

Under the UK GDPR, we rely on the following lawful bases for processing your personal data:

Contractual Necessity

Processing is necessary to take steps at your request before entering into a contract, and to perform our obligations under any agreement with you.

Legal Obligation

Processing is necessary to comply with legal and regulatory requirements, including tax, consumer, health and safety, and data protection obligations.

Legitimate Interests

Processing is necessary for the effective operation, administration, security, improvement, and documentation of our business and services, where those interests are not overridden by your rights.

Consent

Where required, we rely on your freely given, specific, and informed consent for certain marketing communications or non-essential cookies. You may withdraw consent at any time.

5. Sharing Your Information

We may share your personal data with trusted third parties where necessary to deliver our services, including:

• Approved Engineers, Installers, Assessors, and Contractors — to carry out surveys, inspections, retrofit works, repairs, or installations.
• Payment Service Providers — to securely process payments and manage transactions.
• Technology and Hosting Providers — to support our website, CRM systems, scheduling systems, communications platforms, and data storage.
• Professional Advisers and Compliance Bodies — where required for legal, insurance, warranty, certification, inspection, or regulatory purposes.

We do not sell, rent, or trade your personal data to third parties for marketing purposes.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal data. These measures may include:

• Secure digital storage with restricted staff access.
• Password protection and access controls on systems holding personal data.
• Encrypted payment processing through approved third-party providers.
• Data protection procedures designed to prevent unauthorised access, loss, misuse, or disclosure.

Whilst we take reasonable steps to protect your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security, but we are committed to protecting your data to the best of our ability.

7. Data Retention

We retain personal data only for as long as is necessary to:

• Provide our services and maintain business and installation records.
• Comply with legal, tax, insurance, and regulatory obligations.
• Enforce our terms and resolve complaints or disputes.

When your information is no longer required for these purposes, we will securely delete or anonymise it in accordance with our internal data retention procedures.

8. Your Data Protection Rights

Under the UK GDPR and the Data Protection Act 2018, you may have the right to:

• Access — request a copy of the personal data we hold about you.
• Rectification — request correction of inaccurate or incomplete information.
• Erasure — request deletion of your personal data, subject to legal or contractual retention requirements.
• Restriction — request that we restrict how we process your data in certain circumstances.
• Objection — object to certain processing activities, including direct marketing.
• Portability — request transfer of your data to another provider where technically feasible.
• Withdrawal of Consent — withdraw consent at any time where processing is based on consent.

To exercise any of these rights, please contact us using the details in Section 14 below. We will respond to your request within one calendar month. We may need to verify your identity before processing your request.

9. Cookies and Website Data

Our website may use cookies and similar technologies to improve functionality, remember preferences, and analyse website performance. Cookies are small text files stored on your device by your browser.

You can manage or disable cookies through your browser settings, although doing so may affect certain parts of the website. Non-essential cookies are only used where required and, where applicable, with your prior consent.

10. Marketing Communications

We may send you service-related updates and, where lawful, information about relevant services or offers. You can opt out of marketing communications at any time by:

• Using the unsubscribe link in any marketing email we send.
• Contacting us directly at support@nexurasolutions.co.uk.

Opting out of marketing communications will not affect service-related messages necessary to manage your account or active bookings.

11. Third-Party Websites

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices, content, or terms of those external sites. We recommend that you review the privacy policy of any third-party website you visit.

12. Complaints

If you have concerns about how we handle your personal data, please contact us first so we can attempt to resolve the matter. If you remain dissatisfied, you have the right to lodge a complaint with the UK data protection regulator:

Information Commissioner's Office (ICO)
Website: www.ico.org.uk
Helpline: 0303 123 1113

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, technology, or our business operations. Where changes are significant, we will take reasonable steps to notify you. The latest version will always be available on our website. Your continued use of our services following any update constitutes acceptance of the revised policy.

14. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact us: