Privacy & Cookies Policy

Last updated: 12 June 2026

This policy explains how Eco Home Upgrades, a trading name of Nebelli Limited (“we”, “us”, “our”), collects, uses, shares and protects your personal data when you use our website and request a quote, and how we use cookies. It is written to reflect the UK GDPR and the Privacy and Electronic Communications Regulations (PECR).

1. Who we are

Eco Home Upgrades is a trading name of Nebelli Limited, a company registered in England and Wales.

• Data controller: Nebelli Limited
• Company number: 11908378
• Registered address: Georgian House, 34 Thoroughfare, Halesworth, Suffolk, IP19 8AP, United Kingdom
• ICO registration number: ZA934093
• Contact for data matters: tom@nebelli.com

2. The data we collect

Information you give us

When you complete our quote survey, we collect the details you provide, which may include:

• Your name, email address and phone number;
• Your postcode;
• Information about your property and heating (property type, current heating system and fuel, number of radiators, outdoor space, insulation, home ownership status).

Information collected automatically

• Technical data such as your IP address, browser and device type, and pages viewed;
• How you reached us and interacted with our site, including referral information and the campaign, ad group or keyword you arrived from (for example a Google click identifier, “gclid”, a Facebook click identifier, “fbclid”, and UTM parameters in the link you clicked);
• Cookie and similar-technology data, as described in the Cookies section below.

We do not intentionally collect special category data (such as health data) and ask that you do not provide it through the form.

Information we receive from your installer

After we match you, the installer may tell us the outcome of your enquiry — for example whether a survey was booked, a quote was given, or the work went ahead. We use this to keep our records accurate, to administer our service (including any fee due from the installer), and to understand and improve how well our matching works.

3. How and why we use your data (lawful bases)

• To match you with one vetted installer and arrange your quote. We use the information you submit to confirm eligibility and to pass your enquiry to a single suitable installer. Lawful basis: consent (the agreement you give on the form) and our legitimate interests in operating the matching service you asked us to provide.
• To contact you about your enquiry. We (and the matched installer) contact you to arrange your free survey and quote. Lawful basis: legitimate interests in responding to the request you made, and consent where given.
• Ongoing marketing about related home-energy products and services (for example solar, battery storage, EV charging or insulation). Lawful basis: consent, which you give via the form and can withdraw at any time.
• Analytics and advertising (measuring site use and ad performance via cookies and similar technologies). Lawful basis: consent (see Cookies section).
• Fraud prevention, security and keeping records. Lawful basis: legitimate interests and, where applicable, legal obligation.
• Verifying enquiries are genuine. We use technical checks (for example your IP address/origin and simple bot-detection) to stop spam and fraudulent submissions and to confirm a request genuinely came from our site. Lawful basis: legitimate interests.
• Administering and improving our service. We use outcome information from installers (see section 2) to keep records accurate, administer any fee due, and improve our matching. Lawful basis: legitimate interests.

Automated processing and AI tools

We use features within our lead-management platform (GoHighLevel) that apply automated tools, including AI, to help us handle enquiries efficiently. Specifically, these may:

• Draft or send automated replies — for example confirmation messages or follow-up texts and emails relating to your enquiry;
• Prioritise and score enquiries — to help us and your matched installer respond to the most relevant enquiries promptly.

These tools support our team. They help us organise, prioritise and respond to enquiries, but they do not replace human judgement: a member of our team reviews enquiries before any material decision is taken, so decisions about your enquiry and your match are not made by automated means alone. You can always reach a person using the contact details in section 1, and you have the right to object to this processing.

Phone calls, SMS and messaging

When you give us your phone number through the form, we (and the installer we match you with) may use it to:

• Confirm your details or arrange your free survey and quote;
• Send you confirmations and reminders about your enquiry (for example by SMS);
• Where you have agreed, contact you about similar home-energy products.

You can opt out of marketing contact at any time: reply STOP to any marketing text, click unsubscribe in any marketing email, or email tom@nebelli.com. Opting out of marketing does not stop service messages needed to arrange a quote you have requested.

4. Who we share your data with

We share your data only as needed to deliver the service and run our business:

• One matched installer (a separate, independent controller). The core of our service is matching you with a single vetted, MCS-certified installer who contacts you to arrange your quote. When we pass your details to that installer, they become a separate data controller and handle your data under their own privacy policy and their own responsibility — for example to contact you, survey your home and prepare a quote. We do not sell your details to multiple companies or to a list. We share with the installer on the basis of the consent you give on the form.
• Service providers (processors) acting on our instructions, including: our CRM and lead-management platform GoHighLevel (storing enquiries and running our messaging, follow-up and AI-assisted features), under a signed data-processing agreement; our hosting and infrastructure provider Cloudflare; our record storage (Google); and analytics and advertising providers (Google and Meta) where you have consented. Where you have given marketing consent, we may share a limited set of identifiers with Meta (for example a hashed version of your email address or phone number, and advertising identifiers) so we can measure and improve our advertising; the personal identifiers we send are hashed (turned into an irreversible code) before they leave our systems. Each processes your data only on our instructions under a data-processing agreement.
• Professional advisers, authorities or successors where required by law, to protect our rights, or in connection with a business sale or reorganisation.

5. International transfers

We operate in the UK. However, some of the service providers we use (including GoHighLevel, Cloudflare, Google and Meta) process data on servers outside the UK, including in the United States. This means your data may be transferred internationally as part of providing our service. Where data is transferred outside the UK, we rely on appropriate safeguards, such as a UK adequacy decision or the UK International Data Transfer Agreement / Addendum to the EU Standard Contractual Clauses.

6. How long we keep your data

We keep your personal data only as long as necessary for the purposes set out above, after which it is deleted or anonymised.

• Enquiry and quote-matching data: up to 5 years from your submission, to handle any queries or disputes and to administer our service.
• Marketing contact data (where you have consented): up to 5 years, or until you opt out, whichever is sooner.
• Analytics data: retained in line with our analytics tool’s settings (currently 14 months, the maximum the tool allows).

7. Your rights

Under UK data protection law you have the right to: access your data; have inaccurate data corrected; have your data erased; restrict or object to processing; data portability; and withdraw consent at any time. To exercise any right, contact us using the details in section 1.

You also have the right to complain to the UK regulator, the Information Commissioner’s Office (ICO), at ico.org.uk or by calling their helpline. We would, however, appreciate the chance to address your concerns first.

8. Cookies and similar technologies

Cookies are small files stored on your device. We group them as follows:

• Essential — needed for the site, its security and your quote form to work. These are always on and do not require consent.
• Analytics — help us understand how the site is used so we can improve it. Used only with your consent.
• Marketing — help us measure and improve our advertising. Used only with your consent.

We use Google Consent Mode: until you give consent, analytics and advertising storage are switched off, and any measurement runs in a limited, cookieless form. When you accept, the relevant cookies are enabled.

Cookies we use

Managing your choices

You can change your cookie choices at any time:

You can also block or delete cookies through your browser settings, though some essential features may then not work.

9. How we protect your data

We take the security of your data seriously and use a range of technical and organisational measures, including: serving the site over encrypted connections (HTTPS); storing enquiries in secured, access-controlled systems; restricting who can access your data; keeping credentials and integrations protected; and applying checks to limit spam and unauthorised submissions. No method of transmission or storage is completely secure, but we work to protect your data and keep these measures under review.

10. Children

Our service is intended for homeowners and is not directed at children. We do not knowingly collect data from anyone under 18.

11. Changes to this policy

We may update this policy from time to time. The “last updated” date at the top shows when it last changed. Significant changes will be made clear on this page.

12. Contact us

For any question about this policy or your data, contact tom@nebelli.com, or write to Nebelli Limited at Georgian House, 34 Thoroughfare, Halesworth, Suffolk, IP19 8AP.