Privacy and terms, written for humans.

1. Who we are

HomeTherma is a homeowner-focused heat pump and home-energy platform operated by Renewable Heating Hub. In this notice, “HomeTherma”, “we”, “us” and “our” refer to the operator of the HomeTherma service.

For privacy questions, requests or concerns, contact hello@hometherma.co.uk.

2. Information we collect

Depending on how you use HomeTherma, we may collect:

• Account information, such as your name, email address, authentication information and account preferences.
• Household and property information, such as property type, approximate location or postcode area, floor area, construction, insulation and rooms.
• Heating and home-energy information, including heat pumps, boilers, controls, emitters, hydraulics, hot water, solar PV, batteries, EVs, chargers and tariffs.
• Performance and history information, including reporting periods, electricity use, heat delivered, temperatures, efficiency, maintenance, Timeline events and Annual Reviews.
• Documents and files that you choose to upload.
• Billing information. Payments are processed by Stripe. We may receive subscription status, customer identifiers, payment status and invoice information, but we do not store full payment-card details.
• Technical and security information, such as login sessions, browser information, IP address, timestamps, error logs and audit records.
• Support communications, including messages, feedback and internal support notes.

3. Why we use information

We use information to:

• create and administer your account;
• provide the HomeTherma record, calculations, reminders, Insights, comparisons and Annual Reviews;
• preserve historical system eras and link records to the correct property and system;
• process subscriptions and manage Premium access;
• send service, security, billing and reminder messages;
• respond to support requests;
• protect the service, detect misuse and investigate technical problems;
• improve HomeTherma and understand how features are used;
• produce anonymised and aggregated benchmarks, research, reports, publications and industry analysis.

4. Our lawful bases

Under UK data-protection law, our lawful bases may include:

• Contract: where processing is necessary to provide the account or service you requested.
• Legitimate interests: for service security, administration, support, product improvement, fraud prevention and creation of anonymised analytical information, provided those interests are not overridden by your rights.
• Consent: where we ask you to opt in, including optional marketing or contribution to particular benchmarking features.
• Legal obligation: where records must be retained or disclosed to comply with law.

5. Anonymised data, benchmarking and reports

HomeTherma may transform information into anonymous and aggregated information so it can be used to understand heat pump and home-energy performance, common installation characteristics, homeowner experiences and wider industry patterns.

Anonymous and aggregated information may be used in:

• HomeTherma benchmarks and comparison ranges;
• Renewable Heating Hub or HomeTherma research and reports;
• articles, presentations, consultations and public-interest analysis;
• commercial industry reports or licensed datasets;
• product development and service-quality analysis.

We will not include your name, email address, full address, uploaded documents or another direct identifier in an anonymised report. We will use aggregation, suppression, generalisation or other controls intended to make identification sufficiently remote.

Pseudonymised data is not the same as anonymous data. If information can still be connected back to you using separately held information, we continue to treat it as personal data and protect it accordingly.

Where HomeTherma provides an explicit benchmarking opt-in, we will use that control when deciding whether your contributed data is included in those community datasets. You may change that preference in the service where the setting is available.

6. Who we share information with

We may share personal information with trusted service providers where necessary to operate HomeTherma, including hosting, email delivery, payment processing, security, technical support and analytics providers. They may only use information for the services they provide to us and under appropriate contractual safeguards.

We may also disclose information where required by law, to establish or defend legal rights, to protect users or the service, or as part of a business transfer. We do not provide advertisers with access to your HomeTherma account record.

7. Partner-funded accounts and integrations

A manufacturer, installer, monitoring provider or other partner may fund Premium access for a user. Partner funding does not give that partner automatic access to the user’s HomeTherma record.

If you connect an external device or service, we will explain what data will be exchanged and ask for the relevant permission. You can disconnect integrations where that functionality is available.

8. International transfers

Some service providers may process information outside the United Kingdom. Where personal information is transferred internationally, we use appropriate legal safeguards, such as adequacy regulations or approved contractual protections.

9. How long we keep information

We retain account and property records while your account is active and for a reasonable period afterwards where needed for support, security, legal, billing or audit purposes. Uploaded documents and detailed records may be removed or anonymised following account deletion, subject to technical, legal and shared-household constraints.

Anonymous information that can no longer identify a person may be retained indefinitely because it is no longer personal data.

10. Security

We use technical and organisational measures intended to protect information, including authenticated access, session controls, access restrictions, audit records, secure transport and separated private configuration. No online service can guarantee absolute security.

11. Your rights

Depending on the circumstances, you may have rights to:

• be informed about how your information is used;
• access your personal information;
• correct inaccurate information;
• ask for deletion;
• restrict or object to processing;
• receive certain information in a portable format;
• withdraw consent where processing relies on consent;
• complain to the Information Commissioner’s Office.

To exercise a right, email hello@hometherma.co.uk. We may need to verify your identity.

12. Cookies and sessions

HomeTherma uses cookies or similar browser storage where necessary for login sessions, security and essential operation. Non-essential analytics or marketing technologies should only be used in accordance with applicable consent requirements.

13. Changes to this notice

We may update this notice as HomeTherma develops. Material changes will be highlighted through the website, account or email where appropriate.

14. Complaints

Please contact us first so we can investigate. You also have the right to complain to the UK Information Commissioner’s Office.

1. About these terms

These Terms of Use apply when you access or use HomeTherma. By creating an account or using the service, you agree to these terms. If you do not agree, do not use HomeTherma.

You must be at least 18 years old and legally capable of entering into a contract.

2. What HomeTherma provides

HomeTherma provides tools for homeowners to record information about a property, heating system and wider home-energy assets; track manually entered performance; preserve history; store documents; manage reminders; and receive contextual explanations, Insights, comparisons and reviews.

Features may change as the service develops. Beta or experimental functionality may be incomplete, altered or removed.

3. Not professional advice or diagnosis

HomeTherma does not diagnose faults, certify system safety, guarantee performance, calculate regulatory compliance or replace a qualified heating engineer, electrician, surveyor, energy assessor, lawyer, accountant or other professional.

Calculations and Insights depend on the information provided and may be incomplete, approximate or unsuitable for a particular decision. Do not use HomeTherma as the sole basis for safety-critical work, equipment selection, system alteration, financial commitments or legal decisions.

Where there is an immediate safety concern, stop using the equipment where appropriate and contact a suitably qualified professional or emergency service.

4. Your account

You must provide accurate account information, keep login credentials secure and notify us if you suspect unauthorised access. You are responsible for activity through your account unless caused by our failure to use reasonable care.

You may not share an account in a way that bypasses plan limits, attempt to access another user’s data, probe the service for vulnerabilities or interfere with operation.

5. Your records and content

You retain ownership of information, photographs, documents and other content you upload or enter.

You may download a portable copy of your HomeTherma record from Settings. Cancelling Premium does not delete the underlying account record or transfer ownership of it to us.

You grant us a non-exclusive licence to host, copy, process, organise, display and analyse that content only as needed to:

• provide and support HomeTherma;
• generate calculations, Insights, comparisons and reviews for your account;
• secure, maintain and improve the service;
• create anonymised and aggregated benchmarks, research, reports, publications and industry analysis as described in the Privacy Notice.

You must have the right to upload the content and must not upload unlawful, malicious or infringing material.

6. Anonymised reports and analysis

You agree that HomeTherma may use information derived from use of the service in anonymous and aggregated form for benchmarking, research, reports, publications, consultations, product development and industry analysis, including commercial reports.

Anonymous outputs will not be intended to identify you, your household or your property. If information remains identifiable or merely pseudonymised, it remains subject to the Privacy Notice and applicable data-protection law.

7. Free and Premium access

Free features may be used without a paid subscription. Premium features require an active paid subscription, manual grant, promotional access or partner-funded entitlement.

Premium currently costs the amount shown at checkout and is normally billed annually. Taxes, discounts and promotional pricing may affect the amount charged.

Partner-funded or promotional access may end on the date or conditions stated. The end of one access source does not necessarily end another valid access source.

8. Payments, renewals and cancellation

Payments are processed by Stripe. A paid subscription may renew automatically until cancelled. The renewal date and current status should be shown in the billing portal or account.

You may cancel through the available billing portal. Cancellation may take effect at the end of the current paid period unless an immediate cancellation or refund is agreed.

Your statutory consumer rights are not affected. Where a legal cancellation right applies, we will honour it. Refunds outside statutory rights may be considered according to the circumstances and any policy displayed at purchase.

9. Availability and changes

We aim to provide a reliable service but do not guarantee uninterrupted or error-free availability. We may perform maintenance, fix defects, change features or suspend access where reasonably necessary.

We will try to give reasonable notice of material changes that significantly reduce a paid service, except where urgent security, legal or technical action is required.

10. Acceptable use

You must not:

• use HomeTherma unlawfully or fraudulently;
• upload malware or harmful code;
• attempt unauthorised access;
• scrape, reverse engineer or overload the service except where law expressly permits;
• use another person’s data without authority;
• misrepresent HomeTherma output as a professional diagnosis, certification or guarantee.

11. Intellectual property

HomeTherma’s software, branding, interface, calculations, written material and original platform content belong to us or our licensors. These terms do not transfer ownership to you.

You may use HomeTherma output for your own household and legitimate personal purposes. Commercial republication, resale or systematic extraction requires written permission unless law permits otherwise.

12. Liability

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

Subject to that, HomeTherma is not responsible for losses caused by inaccurate or incomplete user-entered information, reliance on general guidance instead of professional advice, unauthorised account use outside our reasonable control, or external services and integrations.

Where you use HomeTherma as a consumer, we are responsible for foreseeable loss caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for business losses arising from consumer use.

13. Suspension and termination

We may suspend or close an account where there is serious misuse, security risk, non-payment, legal requirement or material breach of these terms. Where reasonable, we will explain the reason and provide an opportunity to resolve the issue.

You may stop using HomeTherma and request account deletion. Some information may be retained where necessary for legal, security, billing, audit or shared-property reasons, or transformed into anonymous information.

14. Third-party services

HomeTherma may link to or integrate with third-party services such as Stripe, manufacturer portals, monitoring platforms or energy providers. Their own terms and privacy policies apply. We are not responsible for services we do not control.

Third-party integrations are intended as optional ways to bring information into HomeTherma. A supplier or integration becoming unavailable does not remove information already stored in your HomeTherma record, and integrations are not intended to control whether your heating hardware remains usable.

If HomeTherma were to discontinue the service, we would, where reasonably practicable, provide notice and an opportunity for active users to export their records before access ends.

15. Changes to these terms

We may update these terms to reflect product, legal or operational changes. Material changes will be communicated reasonably. Continued use after the effective date means the updated terms apply, unless law requires a different form of agreement.

16. Governing law

These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory rights and may be entitled to bring proceedings in your home jurisdiction.

17. Contact

Questions about these terms can be sent to hello@hometherma.co.uk.