VCHRGD

VCHRGD Website Privacy Policy

Last updated: 6 November 2026

1. Who we are and what this policy covers

VCHRGD TECHNOLOGIES LTD is the controller of personal information used for the purposes described in this policy. We are registered in England and Wales under company number 13264142. Our registered office is 1a Eghams Court, Boston Drive, Bourne End, England, SL8 5YS. We are registered with the Information Commissioner's Office (ICO) under number ZC052794.

This policy covers our website, enquiries, quotations, orders placed through our online checkout (payments.vchrgd.app), installations, business relationships, customer communications, CRM and support functions, including AI-assisted and out-of-hours chat. It also explains relevant sharing when you ask about or register for VCHRGD Cashback through these channels.

Use of the VCHRGD Home app, connected EV charger services and the detailed operation of VCHRGD Cashback is covered by our Home privacy policy at https://www.vchrgd.com/vchrgd-home-privacy-policy. Where you interact with both channels, both policies may be relevant. The Home policy explains the app and Cashback processing in greater detail.

For privacy enquiries or requests, email privacy@vchrgd.com. You can also contact info@vchrgd.com or write to our registered office. This privacy policy explains our processing; it is not a request for blanket consent.

2. Information and sources

We collect information you provide through website forms, chat, email, telephone and other communications, including your name, contact details, organisation, enquiry, correspondence, installation address, quotation or order information, your answers to our installation pre-check and survey (such as property type, parking position and cable route), photographs of the installation location and relevant charger or technical information. If you phone us, we record the call and may keep a written transcript and summary of it. We and our installers may photograph your installation before, during and after the work, to check it, manage warranty and keep installation records.

For support, we may receive account references, charger identifiers, fault descriptions, diagnostic logs and attachments needed to investigate your issue. We may receive information from installers, service partners and colleagues dealing with your enquiry or service request.

Our website and supporting systems may collect IP addresses, browser and device information, connection and security logs, and information about site use through cookies or similar technologies. Identifiers and technical information may be personal information even if you have not entered your name.

For Cashback enquiries or registration, we may receive the information needed to identify your account, electricity supply address, MPAN, charger, eligibility, installation and consent records. Smart meter readings are accessed for Cashback only with the customer's consent, given on the Cashback consent screen in the VCHRGD Home app, as explained in the Home privacy policy.

3. Purposes and lawful bases

Contract: We use information necessary to take steps you request before a contract, prepare quotations, arrange installations, fulfil orders and service commitments, manage warranty claims, and provide contractual support. We also process information necessary to administer Cashback where you join that service.

Legitimate interests: Where appropriate, we process information to respond to general or business enquiries, manage customer and partner relationships, operate CRM and support services, use AI assistance for those purposes, diagnose faults, protect our systems, prevent misuse, improve service reliability and establish or defend legal claims. We consider your rights and the necessity and proportionality of this processing.

Consent: We request consent for Cashback smart meter processing, marketing and cookies or similar technologies where required. You can withdraw consent at any time. Smart meter consent is given on the Cashback consent screen in the VCHRGD Home app, together with accepting the Cashback Terms. It does not authorise AI model training or unrelated marketing.

Legal obligations: We use information where necessary for applicable accounting, tax and other legal duties and lawful disclosures to authorities.

If you do not provide information necessary to deal with your request, we may be unable to provide the requested quotation, installation, support or Cashback service. We explain relevant required information when collecting it.

4. AI-assisted CRM, customer support and chat

We use Anthropic's Claude to assist with CRM administration, customer support and out-of-hours chat, including on WhatsApp. Relevant customer records, contact information, messages, correspondence, call recordings and transcripts, charger identifiers, fault descriptions and diagnostic information may be processed to organise records, summarise issues, assist investigation and prepare or provide responses. If you send us a voice note on WhatsApp, it is transcribed automatically by our transcription provider, AssemblyAI, so that we can read and answer it.

Out-of-hours chat may give AI-generated answers. AI can make mistakes. You can contact info@vchrgd.com to request help from our team if an answer appears wrong, is unclear or does not resolve your issue. A chat response is not authority to undertake unsafe electrical work.

We do not use customer data to train AI models. Using trained AI tools to process an enquiry or customer record is different from using that information to train a model.

We limit information provided to AI systems to what is relevant to the task and apply appropriate access controls and contractual safeguards. Please do not include passwords, payment card details or unnecessary sensitive information in chat or support messages.

We rely on contract where processing is necessary for contractual support and, where appropriate, legitimate interests in effective support and customer administration. These AI uses do not give us permission to use smart meter data for unrelated purposes. We will explain any materially different AI use and establish the necessary lawful basis before introducing it.

5. Sharing information

We share relevant information with providers where necessary for the purposes described above, including hosting and IT providers, CRM and support providers, messaging providers (including WhatsApp, run by Meta), Anthropic for the AI functions described above, our online survey platform (Jumptech), installers and maintenance partners, delivery companies (such as APC and InXpress), payment providers, finance providers (for example Frasers Plus, if you choose to spread the cost), your electricity network operator (DNO) when we notify it of your installation or apply on your behalf, review platforms (such as Trustpilot), professional advisers and authorities where required by law. We may disclose relevant information in connection with a business transfer, with appropriate safeguards. You can ask us at privacy@vchrgd.com for a list of the providers we use and what they do.

For VCHRGD Cashback, relevant recipients include Axle Energy Limited, authorised smart meter access providers, grid programme operators such as the National Energy System Operator (NESO), Elexon (which settles the electricity market) and distribution network operators (DNOs), technical providers and payment providers.

Cashback sharing supports eligibility checks, premises and device verification, MPAN and charger registration, charging Events, baseline and performance measurement, rewards, settlement and programme audits. Depending on the role, information may include contact and account details, supply address, MPAN, charger and installation information, telemetry, registration and consent records, event data, reward and settlement records and consented half-hourly electricity consumption and export readings. Smart meter data describes the whole premises' electricity supply, not just the EV charger.

We share what is relevant to each recipient's task. A programme audit may require participant-level data, so sharing is not limited to anonymised or aggregate information. Further details are in the Home privacy policy.

Providers acting as processors must follow our documented instructions and appropriate contractual safeguards. Some recipients act as controllers for their own purposes, such as programme operation, settlement or legal duties, and must provide their own privacy information. Contact us for details relevant to your service.

We do not sell personal information, and we do not use charging or smart meter data for advertising. Joining Cashback does not authorise partners to use your information for unrelated marketing.

6. Cashback consent and opt-out

You can withdraw your smart meter consent at any time by opting out of VCHRGD Cashback in the VCHRGD Home app. You do not need to email us or close your Home account. If you need help, or cannot use the app, you can also opt out by emailing cashback@vchrgd.com.

Opting out ends Cashback participation. Switching Cashback off in the app ends your smart meter consent and removes you from Axle's service straight away; if you opt out by email, we act on it within five working days. Future access to smart meter readings for Cashback and sharing for future Events will stop, and relevant providers will be notified of the withdrawal. This does not affect processing carried out lawfully beforehand. Necessary settlement, audit, legal and withdrawal records may be retained on an appropriate lawful basis. Withdrawal does not allow continued collection of new smart meter readings under the withdrawn consent.

7. Retention and international processing

We retain information only as long as needed for the relevant purpose, taking account of ongoing enquiries and services, installation and warranty needs, unresolved complaints, applicable limitation periods and legal requirements. We delete or irreversibly anonymise information when it is no longer needed.

As a guide, we keep enquiry, quotation, order, installation, warranty and support records, including call recordings, for six years after your order is completed or our last contact with you, whichever is later. Charger and installation records linked to a charger may be kept for up to ten years after it was supplied, as explained in our Home privacy policy.

Cashback settlement calculations and supporting participation records may be retained for up to seven years where required by the relevant programme or justified for audit, accounting or legal purposes. This is not a blanket seven-year retention period for every raw meter reading or charger record.

CRM and support records, including chat transcripts and relevant AI inputs and outputs, are retained under controls appropriate to support, diagnostics, complaints and legal needs. AI providers may process or retain information under the arrangements applying to the service we use; we do not promise that every interaction has zero retention.

Our providers, including AI, cloud and support providers, may process information outside the UK, including in the United States. Where UK transfer rules apply, we use applicable adequacy arrangements or appropriate safeguards such as approved contractual terms, and assess additional protections where needed. Contact privacy@vchrgd.com for relevant destinations, safeguards and how to obtain a copy.

8. Security

We use appropriate technical and organisational measures to protect information, including access controls and security measures proportionate to the risks. No online service can guarantee absolute security. We assess breaches and notify individuals and regulators where required by law.

9. Cookies and similar technologies

Cookies and similar technologies may process device identifiers, IP addresses and information about site activity. They do not require you to enter your name in order to process personal information.

We provide information about the technologies used and controls appropriate to their purposes. We obtain consent before using advertising or other non-exempt technologies. Where analytics meets a lawful exception from consent, we provide the required information and objection mechanism. Where an exception does not apply, we request consent. You can change your choices through the website's cookie controls where provided.

10. Marketing and service messages

We send electronic marketing only where permitted by law and provide an unsubscribe method. You can also object by contacting us. We continue to send communications necessary to deal with your enquiry, account, installation, security or Cashback participation where appropriate. Opting out of marketing does not withdraw Cashback smart meter consent; use the Cashback opt-out in the Home app.

11. Automated processing and your rights

Where Cashback uses automated scheduling or calculations, the Home privacy policy explains this processing. You can request an explanation or review of eligibility, performance or reward results. Where a solely automated decision has a legal or similarly significant effect, we provide the safeguards required by law, including information about the decision and ways to make representations, request human intervention and contest the result.

Depending on the circumstances, you may request access, correction, erasure, restriction or portability of your information. You can withdraw consent and object to processing based on legitimate interests. You have an absolute right to object to direct marketing. Rights are subject to applicable conditions and exceptions.

To exercise a right or complain, email privacy@vchrgd.com. Where necessary, we may request proportionate information to verify identity. We respond within applicable legal time limits. We acknowledge data protection complaints within 30 days and investigate and respond without undue delay. You can also complain to the UK Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or by phone on 0303 123 1113.

12. Changes

We update this policy when needed and communicate material changes through an appropriate channel. Where new consent is required, we request it separately. Continued website use alone is not consent to new consent-based processing.