Last updated: 22 October 2026

1. Who is responsible for your information?

Terra Renew Solutions Limited is the controller of the personal information we collect for our enquiries, quotations and business communications through terrarenewsolutions.co.uk.

• Email: [email protected] — please use “Privacy request” in the subject.
• Phone: 0300 131 1268.
• Registered office: Venture House, Arlington Square, Downshire Way, Bracknell, RG12 1WA.

2. Information you provide directly

Contact and quotation forms

We collect your name, email address, postcode, selected interest or package, and any message or property/heating details you enter. The package quotation form also offers an optional telephone number. The selected heating category and a request reference accompany a quotation submission.

Submitting sends these details securely to our website, which emails the enquiry to [email protected]. Authorised Terra staff and our email and hosting providers process that message so we can respond, discuss your requirements, arrange an assessment and prepare a quotation. You do not need to open an email app.

Website enquiry submissions are sent to our business email only. They are not automatically copied into a CRM or a mailing list.

The custom forms do not keep a separate database copy of the full enquiry text. The enquiry is retained in business email and any follow-up correspondence. Short-lived, protected reference records are used to avoid duplicate submissions and limit spam; hosting, security and backup systems may also keep operational records.

Name, email and postcode are required to submit these forms; without them, we cannot process the online request. You can instead call or email us. Please do not include payment card details, passwords, identity documents or sensitive health information in a general enquiry.

Live chat, telephone and email

If you use Tawk.to live chat, we and the chat provider receive the messages, contact details and any files you choose to share. The chat service can also process your IP address, approximate location, device/browser details, visited pages, timestamps and cookie or visitor identifiers, including when its widget loads before you send a message.

When you call or email us, we receive the contact details and information you provide and use them to deal with your request. The website’s call buttons open your device’s telephone app; pressing one does not submit a website enquiry form.

3. Information collected when you browse

Our hosting and security systems process technical information such as IP address, request time, requested page or file, browser/device information, referring page where supplied, and errors or suspected malicious activity. We use this to deliver the website, diagnose faults, prevent abuse and protect visitors and the business. Wordfence and Loginizer support website security; relevant security information may be processed by their service providers.

Our custom enquiry handler uses a protected hash derived from the requesting IP address for approximately ten-minute rate limiting, and protected request-reference records intended for cleanup after about one hour. These are separate from server/security logs and business email; scheduled cleanup and backup expiry can take longer.

4. Cookies, analytics and advertising measurement

The website uses CookieAdmin for cookie preferences and includes Google Tag Manager and Google tags, managed in part through Site Kit. These tools can measure visits, traffic sources, pages viewed, device/browser information and events such as clicks, video engagement and form interactions. Where advertising measurement is configured, tags can also support campaign attribution. The data received depends on the enabled tags, your choices and provider settings; cookie or device identifiers and IP-derived information can be involved.

Cookies and similar storage can be used for essential operation and security, remembering choices, functional tools, analytics and advertising. Use the cookie icon labelled “Re-consent” to reopen Personalize Your Cookie Preferences. The panel offers Necessary, Functional, Analytical and Advertisement categories, with Reject All, Save Preferences and Accept All controls. Necessary cookies remain active. Your browser also lets you block or delete cookies.

Consent choices and browser blocking can affect which features work. Some third-party connections, including embedded media and chat, can occur when their content loads; preventing cookies does not necessarily prevent all network connections or the receipt of an IP address. You can use our phone or email instead of these tools.

We rely on consent for non-essential cookies and associated processing where required. A cookie preference is not consent to receive marketing emails, and sending the custom enquiry or quotation form does not automatically subscribe you to a mailing list.

5. Videos, 3D models, audio and calculators

• YouTube and Vimeo: when an embedded player loads or you play a video, the provider can receive your IP address, page/referrer information, device/browser details, identifiers and playback activity. Some players load with the page; others load after you select them. A provider may link activity with its own account or cookies under its privacy settings.
• 3D and audio: models and narration are requested from our website. The viewer also loads software from Google’s hosted library service, which receives normal connection information such as IP address and browser details. Loading models, audio and pamphlets creates ordinary web requests that can appear in access logs.
• Augmented reality: choosing “View in your space” may open your device’s AR service and ask for camera permission. Terra’s viewer contains no feature to record or upload camera imagery to Terra. Camera and environment processing by the browser, Google/Android or Apple/iOS AR service is governed by that service’s permissions and terms. You can explore the ordinary 3D view without using AR.
• Energy calculators: the custom calculators process bill/consumption inputs and estimates in your browser; their calculation code does not submit those figures to Terra or save them in a customer database. If you include figures in a message or quotation request, they become part of that enquiry. Separate site analytics may record interactions with the page.

6. Why we use information and our lawful bases

• Steps towards a contract or performing a contract: responding to your request for an assessment or quotation and managing an installation or agreed service.
• Legitimate interests: handling general enquiries, maintaining appropriate business correspondence, operating and improving a reliable website, and preventing fraud, spam and security incidents. Our interests are running the business and protecting our systems while respecting your rights.
• Consent: optional cookies and related tracking where required, and marketing communications where consent is the applicable requirement. You can withdraw consent without affecting earlier lawful processing.
• Legal obligation: keeping records or responding to requests where the law requires us to do so.

Any direct marketing is subject to the applicable marketing rules. You can object to direct marketing at any time. Our calculators do not make a grant, finance or eligibility decision about you, and we do not use these website forms to make solely automated decisions with legal or similarly significant effects.

7. Who may receive information?

Information is available to authorised staff and service providers who need it for the purposes above, including website hosting, email, IT support, security, backups, analytics, consent management and live chat. If you progress to a survey or installation, relevant details may also be needed by the surveyor, installer or contractor helping fulfil your request. We may disclose information to professional advisers, regulators or authorities where required or permitted by law.

Key third-party notices are available here: Google, including YouTube; Vimeo; Tawk.to; and Wordfence/Defiant. These providers may process some information for their own purposes as described in their notices. Following Trustpilot or social-media links also takes you to providers with their own privacy practices.

8. Processing outside the UK

Some providers operate internationally and may process information outside the UK, including in the United States. Their linked notices describe processing locations and transfer arrangements. For example, Tawk.to states that it processes data in the United States and describes its UK Extension to the Data Privacy Framework and other transfer mechanisms.

Where UK rules on restricted international transfers apply, a relevant adequacy arrangement or appropriate safeguards, such as approved contractual safeguards, are required. Contact us to ask which arrangements apply to your information and how to obtain details or copies of relevant safeguards.

9. How long information is kept

We assess retention by the purpose of the record: how long we need to handle your enquiry and agreed follow-up; whether it leads to a survey, installation or continuing service; any warranty, complaint or dispute; and applicable accounting or other legal obligations. An enquiry that does not progress should not be kept for the same reasons as an active customer contract.

Security logs, cookie/visitor identifiers and analytics records have separate lifecycles set by the relevant system or provider. Business email and backups are separate from the short-lived form-protection records described above. Information is deleted or anonymised when no longer needed for its purpose, subject to applicable record-keeping requirements and backup cycles. Contact us for the retention criteria applicable to a particular record or to request deletion.

10. Your rights and choices

Depending on the circumstances and lawful basis, you may request access to your information, correction, deletion, restriction, or a portable copy. You may object to processing based on legitimate interests, and you have an unconditional right to object to direct marketing. You can withdraw consent where processing relies on it. Some rights have legal exceptions, such as information we must retain by law.

Email [email protected] with “Privacy request” and explain what you need. We may ask for proportionate information to verify your identity. You can also complain to the Information Commissioner’s Office (ICO). We would appreciate the chance to address your concern first, but you do not have to contact us before contacting the ICO.

11. Security, children and changes

We use HTTPS and security/access controls to help protect website information. No online service can guarantee absolute security. This website’s home-energy enquiry services are intended for adults; please do not submit a child’s personal information unnecessarily.

We will update this page when the website’s data use or services change. The date above identifies the current version. For further guidance on privacy rights, visit the ICO’s information for the public.