Effective Date: 17 September 2026
At The Solar Hub, we respect your privacy and are committed to protecting the personal information that you share with us when you use our website, mobile applications, support channels, booking tools, marketplace features, solar assessment tools, and related services (together, the Services).
This Privacy Policy explains what we collect, how we use it, when we share it, the third-party services we rely on, and the choices available to you. By using the Services, you agree to the practices described in this Privacy Policy.
We collect information that you provide directly, information generated when you use the Services, and limited information from third parties needed to operate the platform.
When you register, sign in, contact us, or update your profile, we may collect:
When you save addresses, request delivery, start an assessment, or book a survey, we may collect:
When you use our solar assessment and marketplace features, we may collect:
When you upload report attachments, property photos, supplier documents, or other files, we may collect and store those uploads together with related metadata such as file name, file type, upload time, and linked account or project identifiers.
When you make a payment, verify a bank account, place an order, or book a visit or consultation, we may collect:
We do not intentionally store full raw card details on our own systems.
When you contact support, use chat, submit a contact form, or receive transactional messages, we may collect:
When you use the app or website, we may collect:
We may receive information from service providers and partners such as payment processors, booking tools, support tools, identity providers, map/geocoding providers, email providers, analytics providers, and verified suppliers or installers where required to provide the Services.
We use the information we collect to operate, secure, improve, and support the Services. In particular, we may use your information to:
When you enter a property address, we use it to estimate solar potential for that location. We may send the address to a geocoding provider, such as Google Maps Platform, to convert it into latitude and longitude coordinates. We may then send the coordinates to an irradiation data provider, such as NASA, to retrieve solar irradiation information. We use this information only to provide the solar assessment, serviceability checks, supplier matching, delivery planning, and related app functionality.
We may also store related place details such as city, state, country, postal code, address-lookup reference, formatted address, latitude, and longitude so that we can:
Please enter only address information that you are authorized to provide.
We use third-party services to provide parts of the Services. Depending on the feature you use, those providers may process relevant personal information on our behalf or as independent providers supporting the requested transaction or workflow.
Current providers may include:
We may update this list from time to time as our service providers change. Your use of a feature that depends on a provider means the relevant data needed for that feature may be processed by that provider.
We use technical, administrative, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. These measures include access controls, authentication controls, transport security, infrastructure safeguards, and operational monitoring.
No system is completely secure, and no transmission or storage method can be guaranteed to be fully secure. You should also protect your credentials, devices, and communication channels when using the Services.
We retain personal information for as long as necessary to provide the Services, maintain your account, support legitimate business operations, and satisfy legal, tax, audit, payment, accounting, security, fraud-prevention, dispute-resolution, and regulatory obligations.
Retention periods may vary depending on the type of data, the feature used, whether the data is linked to an active account or transaction, and whether we must preserve it for legal or operational reasons.
When retention is no longer necessary, we delete, de-identify, anonymize, or otherwise securely dispose of the information in accordance with applicable requirements.
You can request deletion of your account with The Solar Hub from within the app or web app by going to your account security or settings area and selecting the account deletion option.
You can delete some data from The Solar Hub without deleting your account.
In the app or web app, you can delete saved addresses, assessment drafts, submitted assessments, proposals or reports, and uploaded report attachments where those controls are available. You can also remove local biometric login data by disabling biometric login on your device.
If you cannot access these controls, contact The Solar Hub support at Contact or email Email support. Include the email address or phone number linked to your account and describe the data you want deleted.
Some records may be retained where required for legal, tax, audit, payment, security, fraud-prevention, dispute-resolution, or regulatory compliance purposes.
If you cannot access your account, you can request deletion outside the app by contacting us at Email support or by using our support form at Contact. Please include the email address or phone number associated with your account so we can verify and process the request.
When you request account deletion, we disable future sign-in and place the account into a pending deletion window. The current pending deletion window is 30 days. During this period, eligible accounts may be restored before final deletion or anonymization is completed.
Depending on the laws applicable to you, you may have rights regarding your personal data, such as rights to access, correct, delete, restrict, object to, or request portability of certain information.
To make a request, contact us at Email support or through Contact. We may need to verify your identity before acting on a request.
We may update this Privacy Policy prospectively. If a material change applies to an authenticated user, TSH will provide notice through the Services, by email, or by another reasonable means and require that user to review and explicitly acknowledge the current version at the next sign-in or protected platform visit before continuing. Continued use alone is not treated as acknowledgment where an explicit acknowledgment is required.
The Services may contain links to third-party websites, stores, payment pages, booking pages, supplier sites, or services that are not operated by The Solar Hub. We are not responsible for the content, security, or privacy practices of those third parties. Please review their policies before submitting information to them.
The Services are not directed to children under 18, and we do not knowingly collect personal information from children. If you believe that a child has provided personal information to us, please contact us so that we can review and delete the information where appropriate.
If you have questions, requests, or concerns about this Privacy Policy or our data practices, contact us at:
To operate settlement, TSH processes order and policy-acceptance records, fulfilment evidence and metadata, issue and remediation records, communication delivery evidence, supplier bank-account verification relationships and masked destination identity, payout authorizations, provider references and transfer/refund status. Processing is limited to contract performance, user requests, security and fraud prevention, dispute handling, legal obligations and legitimate operational accountability, subject to access, retention and security controls described in this policy.
If you use Installer features, TSH may collect your Professional profile, service areas and availability; training, competency, licence, insurance, OEM or experience evidence; issuer and regulator verification results; qualification applications, reviewer decisions and reasons; invitation, assignment, job, completion and safety records; and related communications, disputes and audit information. We use this information to verify eligibility, prevent fraud, match and administer authorized work, protect customers and workers, investigate incidents, resolve disputes and meet legal obligations. Depending on the workflow, relevant information may be shared with authorized TSH reviewers and service providers, the organization responsible for a particular job, evidence issuers or regulators, insurers, professional advisers, emergency services or public authorities where necessary and lawful. Access is purpose-limited. The detailed installer obligations are in the Installer Work and Safety Policy. Do not upload unrelated personal information, and do not include another person's identity, image, private area or information unless the workflow specifically requires it and you have a lawful reason to provide it.
TSH uses version 3 of the following retention schedule. Active account and profile information is kept while the account is active. An account-deletion request has a 30-day cancellation period; primary personal information is deleted or de-identified immediately when that cancellation period ends, except for records that must lawfully be preserved, and backup copies expire within a rolling maximum of 35 further days after primary disposal. Abandoned onboarding and unsubmitted uploads are kept for 90 days after inactivity. Assessments and quotations that do not become an order are kept for 2 years after last activity. Orders, contracts, invoices, payment and tax records are kept for 6 years after the relevant relationship, transaction or financial year. Legal-policy acceptance receipts are kept for the relationship and 6 years afterward. Routine support conversations are kept for 2 years after closure; complaints, disputes and chargebacks are kept for 6 years after closure. Rejected or withdrawn installer applications are kept for 2 years after the final decision. Approved installer qualifications and certificates are kept while active and for 6 years after expiry or revocation. Ordinary installer job and completion evidence is kept for 6 years after completion. Serious safety-incident records are kept for 10 years after closure. Routine security and access logs are kept for 12 months; privileged administrative, qualification and high-risk audit records are kept for 6 years. Identifiable marketing and analytics events are kept for 13 months; a minimal opt-out suppression record is kept while TSH marketing continues so the opt-out is not forgotten, without retaining profile or campaign history. Device notification identifiers are deleted on revocation or after 90 days of inactivity. Temporary or quarantined file content is kept for no more than 7 days after it becomes disposable, while minimal security metadata may be kept for 12 months. Completed communication-delivery queue records are kept for 30 days. A minimal record of a privacy, access or deletion request and TSH's response is kept for 6 years. Irreversibly anonymized aggregate information may be kept without a fixed period. A legal, regulatory, insurance, fraud, security, dispute or litigation hold overrides ordinary deletion only for the affected records and only for as long as necessary. When a hold ends, the normal deadline or prompt disposal applies. Where a law requires a different period, TSH applies that requirement and records the reason.
After the pending deletion window expires, we delete or anonymize eligible personal information associated with the account. We may retain limited records where necessary for legal, tax, audit, payment, security, fraud-prevention, dispute-resolution, or regulatory compliance purposes.