Capture Energy - Privacy Policy
Last updated: 18 August 2026
Introduction
This privacy policy explains how Capture Energy Ltd (“Capture”, “we”, “us”) collects, uses, shares and protects personal data across our products: Capture AI, our smart energy optimisation app, and CapturePower, our electricity supply and flexibility service. It also applies when you visit our website or otherwise interact with our services. We are committed to handling your data lawfully, fairly and transparently.
Contact details and data controller
Capture Energy Ltd (company number 15636428), Floor 2, 5A Sandy’s Row, London E1 7HW, United Kingdom, is the controller of your personal data unless this policy says otherwise. Contact us about anything in this policy at support@capture.energy.
Scope of this privacy notice
This notice applies to users of Capture AI, customers of CapturePower, visitors to our website, people who contact our support team, and individuals whose details are provided to us in connection with our services.
What personal information we collect, use, and why
Capture AI - the app
What we collect
- Account and contact details - your name, email address and phone number.
- Property and system details - your address, your MPAN where needed for market participation, and details of your energy system: solar panel and battery specifications, inverter make, model and serial number, and connection certificates (G98/G99).
- Energy and telemetry data - electricity consumption and generation, battery charge levels and the control signals we send to your system, your tariff details, and smart-meter data where you have given access.
- Support communications - messages, emails and notes from your contact with the support team.
- App and device data - app usage analytics, device type, push notification tokens and IP address.
How we use it
| Purpose | Data used | Legal basis |
|---|---|---|
| Setting up your account and connecting your device | Account and contact details; Property and system details | Performance of a contract; your consent for battery control and smart-meter data access |
| Optimising and controlling your battery and solar system | Energy and telemetry data; Property and system details | Your consent. You can withdraw your consent to us controlling your system at any time by turning optimisation off in the app settings - your system returns to its standard behaviour. To withdraw your consent to us accessing your data, delete your account in the app or contact support. |
| Enrolling and operating your system in the Capture VPP | Energy and telemetry data; Property and system details | Your consent; legal obligation (market and settlement rules) |
| Enrolling your site in the Capacity Market, including setting up the required dataflows with your electricity supplier and the Capacity Market bodies | Property and system details; Energy and telemetry data | Your consent; legal obligation for scheme rules |
| Transactional messages | Account and contact details; App and device data | Performance of a contract |
| Customer support | Account and contact details; Support communications; Energy and telemetry data | Your consent; our legitimate interests |
| Improving the product | App and device data | Your consent |
Use of AI. We use trusted third-party AI services to help us operate efficiently - for example drafting customer support responses and processing operational workflows. These services may process your contact details, tariff, system and telemetry-derived data. Customer-facing communications remain subject to human review, and our AI providers are engaged under data processing terms that prohibit them from using your data to train their models. We will update this policy if our use of AI changes materially.
Who we share it with
Data processors and service providers. We use carefully selected providers who process data only on our instructions and under data processing agreements, in the following categories: cloud hosting, database and infrastructure providers; data pipeline and integration platforms; customer support and ticketing platforms; email and messaging delivery services; AI service providers (see above); product analytics providers; monitoring and error-tracking services; internal reporting and workflow tools; an address verification service; an app build and delivery platform; and an electronic signature service.
Your device manufacturer. The manufacturer of your solar, battery or other energy equipment operates its own cloud platform, which your system reports to and which we connect to in order to monitor and control your system. The manufacturer is a separate controller and its own privacy policy applies.
Energy industry organisations. Where we enrol your system in the Capture VPP, flexibility or wholesale markets or the Capacity Market, we share your MPAN, meter and settlement data with the parties needed to deliver that participation - your distribution network operator, Elexon, the Data Communications Company, NESO, your electricity supplier, the Capacity Market bodies, and flexibility market operators and bidding platforms.
How long we keep it
| Data | How long | Why |
|---|---|---|
| Account, support and billing records | Up to 6 years after our relationship ends | Defending and resolving legal claims and tax record-keeping |
| Market and settlement data, including your MPAN and half-hourly meter data | 40 months | Required under Elexon, Retail Energy Code and Smart Energy Code arrangements - this data cannot be deleted earlier |
| Consent records | While your consent is active, then with your customer record | Demonstrating compliance |
| App usage analytics | Up to 1 year | Product improvement |
| Application logs | 30 days | Service operation and security |
| Database backups | 14-day rolling cycle | Disaster recovery |
CapturePower - electricity supply
This part applies where Capture supplies electricity to your premises, settles it in the wholesale market, or operates your assets in flexibility and capacity schemes under a supply agreement.
What we collect
- Account and contact details - your name, email address and phone number.
- Supply and metering data - your MPAN, meter readings and half-hourly meter data, and the data needed to settle your supply in the wholesale market.
- Property, system and telemetry data - your site address, details of any solar, battery or other flexible assets we operate, and device telemetry: consumption, generation, battery charge levels and the control signals we send.
- Billing and payment data - bank account details and Direct Debit mandates, invoices and payment history.
- Credit and identity data - information from credit reference agencies and identity and fraud checks carried out before and during a supply contract.
- Support communications - messages, emails and notes from your contact with the support team.
- Contacts at business customers - where a business gives us details of named contacts, we ask it to confirm it has authority to do so and has told those individuals how their data will be used, including that credit checks may be carried out.
- New occupiers - name, address and consumption data where a property we supply changes occupier and the new occupier takes supply before signing a contract.
How we use it
| Purpose | Data used | Legal basis |
|---|---|---|
| Credit assessment and fraud prevention before and during your contract | Credit and identity data | Legitimate interests; legal obligation |
| Supplying electricity, billing and settlement | Supply and metering data; Billing and payment data | Performance of a contract and legal obligation |
| Optimising and controlling flexible assets we operate for you | Property, system and telemetry data | Performance of a contract |
| Enrolling and operating your system in the Capture VPP | Supply and metering data; Property, system and telemetry data | Performance of a contract |
| Enrolling your site in the Capacity Market, including setting up the required dataflows with your electricity supplier and the Capacity Market bodies | Supply and metering data; Property, system and telemetry data | Performance of a contract; legal obligation for scheme rules |
| Customer support | Account and contact details; Support communications | Legitimate interests |
| Supplying new occupiers without a signed contract | New occupiers | A deemed contract arising under Schedule 6 of the Electricity Act 1989 |
| Recovering debts and handling disputes | Billing and payment data; Account and contact details | Legitimate interests; establishment, exercise or defence of legal claims |
Use of AI. The AI services described in the app section above support our customer service and operations for supply customers on the same terms.
Who we share it with
Energy industry organisations. To supply, settle and trade electricity we share your MPAN, meter and settlement data with: Elexon; the Data Communications Company and our smart metering agents; your distribution network operator; NESO; industry data services; the Capacity Market bodies, where your site participates in the Capacity Market; flexibility market operators and bidding platforms; and metering agents and meter asset providers.
Data processors and service providers. The provider categories listed in the app section above also process supply-customer data on our instructions.
Your device manufacturer. Where we operate solar, battery or other flexible assets at your site, their data also sits in the manufacturer's cloud platform, which is a separate controller under its own privacy policy.
Payments and credit. Our Direct Debit payment provider; credit reference agencies for credit assessment; and energy brokers or introducers, where you were introduced to us by one.
How long we keep it
| Data | How long | Why |
|---|---|---|
| Settlement and metering data | 40 months from each settlement day | Required by the Balancing and Settlement Code |
| Device telemetry used for settlement or trading | 40 months from each settlement day | Part of the settlement record |
| Contract, billing and support records | Up to 6 years after our relationship ends | Defending and resolving legal claims and tax record-keeping |
| Application logs | 30 days | Service operation and security |
| Database backups | 14-day rolling cycle | Disaster recovery |
Your supply agreement. Your electricity supply agreement sets out the contractual terms of your supply, including the data sharing needed to deliver it. This policy explains the data protection side; if there is any conflict on supply matters, your supply agreement prevails.
Website and marketing
When you visit our website or hear from us, we process contact form submissions to respond to your enquiry (legitimate interests); analytics and cookie data with your consent (see Cookies and analytics below); and marketing contact details and preferences with your consent, or on a soft opt-in basis for similar services - you can opt out at any time.
In all cases
We never sell your personal data. Across all products, we share data with regulators and authorities where legally required; with our professional advisers, auditors and insurers under confidentiality; and with a buyer or investor in the event of a sale, merger or reorganisation, with safeguards.
Lawful bases and your data protection rights
We rely on the lawful bases stated for each purpose above: your consent, performance of a contract, legal obligation, and our legitimate interests. Under data protection law, you have rights including:
- Your right of access - ask us for copies of your personal information.
- Your right to rectification - ask us to correct or complete information you think is inaccurate or incomplete.
- Your right to erasure - ask us to delete your personal information.
- Your right to restriction of processing - ask us to limit how we use your information.
- Your right to object to processing - object to processing based on legitimate interests, and to any direct marketing.
- Your right to data portability - ask that we transfer information you gave us to you or to another organisation in a usable format.
- Your right to withdraw consent - where we rely on consent, withdraw it at any time without affecting your service.
To exercise any of these rights, contact us at support@capture.energy. We respond within one month; for complex or multiple requests we may extend this by up to two further months, and will tell you within the first month if so. If we refuse a request in whole or in part, we will explain why.
If you share a health condition, disability or other vulnerability with us - for example so we can support you better - we record it only where needed to provide you safe and appropriate service, restrict who can access it, and never use it for marketing. You can ask us to remove it at any time.
Where we get personal information from
Most of the information we hold comes directly from you - when you create an account, connect your energy system, contact support or fill in a form. We also receive data from your energy system and its manufacturer's cloud platform once you connect it, from smart-metering infrastructure where you have given access, and from the partner that introduced you to our services, so that your account can be set up.
Sharing information outside the UK
We store your data in the UK and EEA wherever possible. Some of our providers process data outside the UK - including AI and cloud service providers in the United States and some device manufacturers' cloud platforms in Asia. Where data leaves the UK we rely on UK adequacy regulations or the UK International Data Transfer Agreement / UK Addendum to the EU Standard Contractual Clauses, with additional safeguards where needed.
Secure deletion and disposal
You can request deletion of your account at any time in the app or by emailing us. You then have 7 days to change your mind - you can cancel the request in the app. After the grace period we permanently delete your login and profile, your app data and analytics, your marketing data, and we revoke our connection to your device manufacturer account. Where your system participates in flexibility or capacity markets, we may need up to a further 14 days to unwind trading positions before control ends.
Some data we are required to keep and cannot delete on request - the retention table above lists what is kept and the legal reason. Retained data is held in a restricted state, is not used for any other purpose, and is deleted automatically when its retention period expires. When we complete a deletion we confirm in writing what was deleted, what was retained and why, and when the retained data will be deleted.
Cookies and analytics
Our website uses essential cookies, and - with your consent via the cookie banner, managed through our consent tool - analytics tools. In the app we use product analytics with your consent. You can change your website choices at any time through the cookie banner, and your app analytics choice in the app settings.
Data security
We operate an information security management system certified to ISO/IEC 27001:2022. Data is encrypted in transit and at rest, access is restricted on a need-to-know basis, and we maintain tested incident response and breach management procedures. Where a breach is likely to result in a risk to you, we will notify the Information Commissioner's Office and, where required, you.
Changes to this privacy notice
We review this notice regularly and post changes here, updating the date at the top. If a change materially affects you, we will tell you in the app or by email before it takes effect.
How to complain
If you have concerns about how we use your personal data, contact us first at support@capture.energy and we will do our best to resolve it. You also have the right to complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, or 0303 123 1113. You may also seek a judicial remedy.