Privacy Policy (GDPR Compliant)
1. Introduction
This Privacy Policy explains how Pretium EV Charging Infra & Solutions Ltd (“we”, “us”, “our”) collects, uses, shares and protects your personal data when you use our website https://pretiumsynergy.co.uk, our 
AI assistant on the website, and/or the Pretium CPO Mobile App. You can also review our Website Terms of Use.
We are the data controller for the purposes of the UK GDPR and the Data Protection Act 2018.
2. Personal data we collect
We may collect and process the following categories of personal data:
- 2.1 Data you provide directly
- Name
- Email address
- Postal address
- Phone number
- Account login information
- Payment information (processed securely by third-party payment providers — we do not store full card details)
- Messages sent via contact forms or customer support
- Messages you send in the AI chat widget on our website
- Details submitted via the specialist follow-up form (name, phone number, email address, UK address or postcode, preferred contact method, and enquiry type)
- A summary of your chat conversation when you request specialist follow-up
- 2.2 Data we collect automatically
- IP address
- Browser type and version
- Device identifiers
- Usage data (pages viewed, time spent, clicks)
- Cookie data (see below for our Cookie Policy)
- chat session metadata (for example timestamps, technical logs, and enquiry labels)
- Browser session storage indicating that you accepted this Privacy Policy before using (see Section 10)
- 2.3 Data from third parties
- Payment processors (e.g., confirmation of payment)
- Analytics providers
- Advertising networks (if applicable)
- AI infrastructure providers that help us operate (see Section 10)
3. How we use your personal data
We use your information for the following purposes:
- Performance of a contract
- Creating and managing your account
- Fulfilling orders or providing services
- Sending order confirmations and service notifications
- Responding to contact, support, and specialist follow-up requests (including handoffs)
- Operating and securing the AI assistant
- Legitimate interests
- Improving the Website and user experience
- Monitoring and improving the AI assistant
- Preventing fraud or misuse
- Analytics and reporting
- Marketing similar products/services (you can opt out at any time)
- Consent
- Email marketing (if required)
- Non-essential cookies
- Using the AI chat after you accept this Privacy Policy
- Any activity where consent is legally required
- Legal obligation
- Complying with tax, accounting, or regulatory obligations
4. Sharing your data
- Service providers (hosting, analytics, email delivery, payment processors, AI infrastructure for )
(Pretium Consulting Ltd) — our licensed AI agent platform provider for - Professional advisers (lawyers, auditors)
- Regulators (where legally required)
We do not sell or rent your personal data.
If data is transferred outside the UK, we ensure it is protected using adequate safeguards such as UK IDTA, SCCs, or adequacy regulations.
5. Cookies
We use cookies and similar technologies. See our Cookie Policy for full details.
6. Data retention
We keep your data only as long as necessary for the purposes outlined in this Policy, including:
- Customer account information: until you close your account
- Order information: 6 years (tax & accounting requirements)
- Marketing data: until you opt out or withdraw consent
- chat audit logs: up to 12 months (security, quality, and dispute handling)
- specialist follow-up / lead enquiries: up to 24 months after last contact, or longer where required for contracts, tax, or legal claims
- Cookies: retention varies (see Cookie Policy)
7. Your rights
Under the UK GDPR, you have the right to:
- Access your data
- Rectify inaccurate data
- Erase your data (“right to be forgotten”)
- Restrict processing
- Object to processing
- Data portability
- Withdraw consent at any time
- Complain to the ICO (www.ico.org.uk)
To exercise your rights, contact us at: customer.service@pretiumsynergy.co.uk
8. Keeping your data secure
We use appropriate technical and organisational measures to protect your data, including:
- Encryption
- Secure servers
- Access controls
- Regular security assessments
However, no method is 100% secure and we cannot guarantee absolute security.
9. Children’s data
Our website is not intended for children under 13, and we do not knowingly collect their data.
10. AI assistant ()
is Pretium Synergy's AI energy agent on this website. It is not a human adviser and not a scripted chatbot. is powered by , our licensed white-label AI agent platform (provided by Pretium Consulting Ltd under a platform licence agreement), and large language models, using Pretium's approved knowledge to help UK residential visitors with home energy transition questions (for example solar, EV charging, heat pumps, and battery storage).
Before you can send messages in , you must tick a box to confirm you have read and accept this Privacy Policy. We store that acceptance in your browser session storage for the current browsing session so we do not ask you again unnecessarily.
What we process when you use
- The messages you type in the chat
- Technical and security logs (for example timestamps, session metadata, and short previews for audit purposes)
- Personal data you choose to submit in the specialist follow-up form
- A transcript or summary of the chat when you request follow-up
We apply automated checks to reduce obviously sensitive data in chat where configured (for example email addresses, phone numbers, or UK postcodes in free text). You should still avoid sharing more personal information in chat than necessary — use the follow-up form when asked.
Lawful bases
- Consent — to use after you accept this Policy
- Contract — to operate for you under our services and under our licensed platform agreement with (Pretium Consulting Ltd)
- Legitimate interests — to operate, secure, and improve the assistant and route enquiries appropriately
- Contract / pre-contract steps — when you request a quote or specialist follow-up
Processors and international transfers
runs on infrastructure we control (website hosting and our backend under licence). To generate answers and search Pretium's approved knowledge, message content may be processed by:
- Infomaniak (Switzerland) — large language model inference and text embeddings for knowledge retrieval under our sovereign configuration for this instance
- / Pretium Consulting Ltd (United Kingdom) — licensed AI agent platform, orchestration, audit, and handoff routing
- Email delivery providers — when a specialist follow-up is sent to Pretium staff
For this Pretium instance we use Swiss-hosted AI processing (including embeddings) via Infomaniak where configured. We do not use your chats to train public models. Where personal data is transferred outside the UK, we use appropriate safeguards such as UK International Data Transfer Agreements (IDTAs), Standard Contractual Clauses (SCCs), or adequacy regulations, as applicable.
Training and automated decisions
We do not use your chats to train public large language models. Processing is to answer your questions and arrange human follow-up where needed. does not make decisions that produce legal or similarly significant effects about you without human involvement.
Limitations
may be inaccurate or incomplete, especially on quotes, grants, eligibility, and timelines. A Pretium specialist should confirm anything important before you rely on it. For commercial or workplace projects, will direct you to the follow-up form rather than handle the enquiry in chat.
To exercise your rights in relation to , contact customer.service@pretiumsynergy.co.uk.
11. Changes to this Policy
We may update this Policy from time to time. The latest version will always appear on this page with the “Last updated” date.
