ThermAI Privacy Policy

Who we are

ThermAI Group Ltd is registered in England and Wales, company number 16456603, at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. We are responsible for personal information used to manage our website, enquiries and customer relationships. For privacy questions or requests, contact Chris Smart at info@thermai.uk or write to this address.

Information we collect

Depending on how you interact with us, we collect:

• Contact and business details, trial requirements, and information provided in enquiries or support messages.
• Account, billing and service usage information needed to manage your access and provide our services.
• Technical information generated through use of our website or services, such as IP addresses and security or diagnostic logs.
• Property and heating details provided when enquiring about a home pilot, and your newsletter preferences.

Information comes from you, your use of our services and, where relevant, your organisation or a housing partner referring a pilot enquiry. If information is necessary to handle your request or provide a service, we will make this clear. Without it, we may be unable to proceed.

How we use information

We use information to respond to enquiries, assess trial or pilot applications, manage accounts, provide support, administer billing and keep our services secure.

For enquiries, pilot assessments and business contacts, we rely on legitimate interests in managing those relationships and running a reliable service, balanced against your rights. Where you personally enter a contract with us, we use information necessary to fulfil it or take steps you request beforehand. We rely on legal obligations for required tax and accounting records, and your consent for newsletters.

Newsletters

We send newsletters and promotional emails only if you opt in. We do not send cold outreach emails. You can unsubscribe at any time through the email or by contacting us. This does not affect earlier lawful use. Necessary replies and service messages are separate from marketing.

Customer workloads

When we process personal information within your workloads on your instructions, we act as a processor or subprocessor. The relevant customer or controller is responsible for the lawful use of that information. Our service and data processing terms govern its handling, including access, retention and deletion.

We do not use customer workload content to train our own AI models or allow our service providers to use it to train their own models. This does not prevent customers using our compute services to train their own models.

For rights requests concerning information within a customer workload, contact the organisation responsible for that workload. We assist in accordance with our obligations and the customer’s instructions.

Sharing and security

We use HubSpot for forms and customer relationship management, and Google Analytics to understand how our website is used. We may also share relevant information with authorised contacts at your organisation, professional advisers or authorities where necessary for the service or legal requirements. We do not sell personal information.

HubSpot and Google Analytics may process information outside the UK, including in the United States. Their data processing terms provide for UK-recognised adequacy arrangements or approved contractual safeguards, as applicable. Contact us for details or a copy of the relevant safeguards.

We use appropriate technical and organisational measures to protect information and limit access to people who need it for their work.

How long we keep information

We keep enquiries while handling the request and related discussions. We retain customer records during the relationship and afterwards only where needed for legal record keeping or to resolve outstanding matters. Technical logs are retained for troubleshooting and security needs, with relevant incident records kept while an investigation or dispute remains open.

Newsletter details are kept while you remain subscribed, with a limited opt-out record retained to respect your preferences. Workload and backup retention follows the customer’s instructions and agreed service terms. We delete information or make it anonymous when it is no longer needed.

Cookies

Our website may use cookies and similar technologies for essential functions and, where enabled, analytics and marketing. We explain their purposes and provide consent or objection controls as required by law. Technologies requiring consent are used only after permission is given. You can change your choices through the website’s cookie controls.

The cookies currently used on this website are listed below. Analytics and marketing cookies are set only if you accept them.

Cookie settings

Your rights and complaints

Depending on the circumstances, you can request access, correction, deletion, restriction or transfer of your personal information, and withdraw consent. These rights are subject to legal conditions and exceptions.

You can object to direct marketing at any time. You can also object, for reasons relating to your situation, where we rely on legitimate interests.

Contact info@thermai.uk to exercise your rights. We normally respond within one month and without undue delay. If a lawful extension or identity check is needed, we will explain. Requests are normally free.

Chris Smart handles privacy complaints. We acknowledge complaints within 30 days, investigate without undue delay, keep you informed and explain the outcome. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/.

Home pilots and policy updates

We are not currently collecting monitoring data from homes. We will provide a specific resident privacy notice before that begins. We update this policy when our activities change and notify affected people of significant changes where appropriate.