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Privacy Policy – NaXsun Green Energy LLP

At NaXsun Green Energy LLP (“NaXsun Green Energy”, “we”, “us”, or “our”), we value your trust and are committed to protecting your privacy and personal information.

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and the choices and rights you have. By using our website, chat, forms, products and services, you agree to this Privacy Policy.

On this page22 parts

1About NaXsun

NaXsun Green Energy LLP is engaged in supplying solar and power-backup solutions for homes, shops and businesses across India. Our range includes hybrid solar inverters, lithium and tubular batteries, complete solar systems and accessories such as the NaXsun Wi-Fi monitoring module.

What we do:

Our office is at B-85, B Block Rd, Sector 63, Noida, Uttar Pradesh 201309. Our website is www.thenaxsun.com.

2Information We May Collect

We collect only the information we need to serve you. Depending on how you use our website and services, we may collect the information described below.

Personal and Contact Information

We may collect information such as:

  • Full name
  • Mobile number and WhatsApp number
  • Email address
  • Home, shop or business address, including city, state and PIN code
  • Preferred language and the time you prefer for a call-back
  • Business name and GST number, for business customers
  • Any other details you choose to give us in forms, calls, chat or messages

Solar Requirements Information

To suggest the right system for you, we may ask about:

  • The type of property: home, shop, office, factory, farm or institution
  • Whether you have an existing or a new electricity connection
  • Your monthly electricity bill and the units you use
  • Your connected load and the appliances you want to run
  • Your sanctioned load and the type of electricity connection
  • The hours of backup you need
  • Your roof type, shadow-free area and direction
  • The type of system you prefer (on-grid, off-grid or hybrid) and its size in kW
  • Any inverter, battery or solar system you already have
  • Your budget, timeline and how you plan to pay
  • Photos or notes about your site

Electricity Bill Uploads

You may upload a copy of your electricity bill so that we can prepare an accurate recommendation. A bill can contain your name, address, consumer number, sanctioned load, units used, tariff and the details of your electricity company (DISCOM).

We may use this information to

  • Estimate your electricity use and the size of the solar system you need
  • Work out your expected savings and payback time
  • Check whether you may qualify for net metering and government subsidy schemes
  • Prepare your quotation and system design
  • Help you fill in electricity company applications, if you ask us to

We use your bill only for these purposes. Please cover or leave out details that are not needed, such as a bank or card number if one appears on your bill.

Site Survey and Engineer Visit Information

If you book a site survey or an engineer visit, we may collect:

  • Your site address and the name and number of a contact person
  • A location pin or directions that you share
  • The dates and times that suit you
  • Roof, wiring and earthing details, measurements, and photos or videos taken during the visit
  • Notes made by our engineer, including recommendations and safety observations
  • Access instructions, for example a society or building rule

We may use this information to

  • Plan the visit and the installation work
  • Give you an accurate quotation and system design
  • Keep our engineers’ visits safe and on time
  • Keep a record of what was seen and agreed on site

Order, Payment and Transaction Information

When you place an order we may collect:

  • Your name, billing and delivery address and GST number
  • The products, quantity, price, offers and coupons used
  • Order, invoice and product serial number details
  • Payment status, the type of payment method and the transaction reference number
  • Delivery and installation status

We may use this information to

  • Process your order, payment and delivery
  • Send you invoices, receipts and order updates
  • Register your product and warranty
  • Handle refunds, returns and complaints
  • Keep our accounts and meet tax rules

Online payments are processed securely by our payment partner (for example, Razorpay). Your card, UPI and bank details are entered on the payment partner’s secure page. We do not store credit card details nor have access to your credit card information.

Finance and Loan Enquiries

If you ask about finance or loan options, we may collect the details you choose to share, such as your name and contact details, city, project cost, type of employment, approximate income, and the documents that a lender asks for.

We may use this information to

  • Understand which finance options may suit you
  • Pass your enquiry to a bank or finance partner, but only with your consent
  • Follow up on your enquiry and help you with the lender’s process

Loan decisions are taken by the lender, not by us. Each lender uses your information under its own privacy policy.

Government Subsidy and Net Metering Assistance

If you ask us to help with a government subsidy or a net metering application, we may collect the details needed by the scheme or your electricity company, such as:

  • Your electricity consumer number and a copy of your bill
  • Identity and address proof
  • Proof of ownership of the property or roof, or a no-objection letter
  • Bank account details for the subsidy to be credited
  • Photos of the installation, inverter serial numbers and completion documents
  • Application and approval reference numbers

We may use this information to

  • Prepare, submit and track your application
  • Answer questions from the electricity company or the scheme’s officers
  • Keep you informed about its progress

We do not guarantee that a subsidy or a net metering approval will be granted. That decision rests with the authority concerned.

Dealer, Distributor, Installer and Partner Information

For our business partners, we may collect:

  • The business name, owner and contact person details
  • GST, PAN and other KYC documents
  • Business address, shop and bank details
  • Sales, order, invoice and stock records
  • Training, certification and installation records
  • Documents and payment proofs uploaded in the partner portal

We use this to check and onboard partners, process orders and payments, give partner support and meet legal and tax rules.

Customer Support Information

When you contact us for help, we may keep:

  • Your questions, complaints and requests
  • Messages, emails, chat and WhatsApp conversations, and notes of our calls
  • Product details such as the model, serial number and date of purchase
  • Photos, videos or fault codes that you send us
  • Your warranty, service and replacement history
  • Your feedback and ratings

We use this to solve your problem, to keep a record of what we did, to train our team and to improve our service.

Website and Technical Information

When you visit our website, we may automatically collect technical information such as your IP address, the type of device and browser, the operating system, screen size, language, the pages you view, the links you press, the time of your visit and the website you came from. This helps us keep the site secure and working well.

Cookies and Similar Technologies

We use cookies and similar technologies, such as small files stored in your browser, to:

  • Keep the website working, for example your sign-in and your shopping cart
  • Remember your choices
  • Understand how the website is used so we can improve it
  • Measure our advertising

You can delete or block cookies in your browser settings. If you block some cookies, parts of the website, such as the cart or sign-in, may not work properly.

3How We Use Your Information

We use your information to:

Communication Through SMS, Email and WhatsApp

We may contact you by phone call, SMS, email and WhatsApp, using the details you gave us, to:

  • Reply to your enquiry or request
  • Send order, delivery, installation and service updates
  • Send OTPs and security alerts
  • Send payment receipts and invoices
  • Send reminders and warranty information

We send promotional messages only if you agree (see Marketing Preferences). Message and data charges from your mobile operator may apply. WhatsApp messages are also covered by WhatsApp’s own terms and privacy policy.

4AI Chat and AI Assistance Policy

Our website may offer an AI chat assistant that answers questions about our products, helps you choose a system and guides you to our team. This section explains how it works and what you should know before you use it.

Information You Share with the AI Chatbot

When you chat with the AI assistant, we may collect:

  • The messages and questions you type or send
  • Details you choose to share, such as your name, mobile number, city or electricity use
  • Your chat history on our site and the time of the chat
  • Technical information such as your device and browser type

Please share only what is needed for your question.

How AI Chat Information May Be Used

We may use AI chat information to

  • Give you answers and recommendations
  • Connect you to our team and pass on your enquiry, for example as a call-back request
  • Improve the quality, accuracy and safety of the assistant and of our service
  • Train and review our team and the assistant, in a way that does not identify you where possible
  • Detect misuse, abuse and fraud
  • Meet our legal duties

AI chats may be processed by trusted technology providers who work for us under confidentiality and security terms. We do not sell your chat information.

AI Responses May Not Always Be Accurate

AI assistants can make mistakes. An answer may be incomplete, out of date or not right for your situation. Prices, offers, stock, specifications, warranty terms and delivery times shown in a chat are for guidance only. Please confirm important details with our team, and on the product page, your quotation or your invoice, before you decide or pay.

AI Chat Is Not Professional Advice

The AI assistant gives general information about solar and power products. It is not professional, engineering, electrical safety, legal, tax or financial advice. A system size or a saving suggested in a chat is only an estimate. Only a site survey by our engineer, followed by a written quotation, can confirm what is right for your property. Always use a qualified electrician for any electrical work.

Sensitive Information Should Not Be Shared with AI Chat

Please do not share sensitive information in the AI chat, such as:

  • Passwords, OTPs, PINs and card or bank login details
  • Full card numbers, CVV or your UPI PIN
  • Aadhaar, PAN or other identity document numbers
  • Health, religious, political or other very personal details
  • Another person’s personal information without their permission

If you need to send documents, for example for subsidy or loan help, our team will tell you the safe way to do it. We may remove sensitive information that appears in a chat.

Human Support and AI Escalation

You can ask for a person at any time. If the assistant cannot help, or your question needs a person, for example a quotation, a complaint, a loan or subsidy question or a safety concern, we pass the chat to our team. They may read the chat to help you faster, and may reply by chat, phone, WhatsApp or email.

Responsible Use of AI Services

Please use the AI assistant responsibly. You must not:

  • Use it to break the law or to harm others
  • Try to trick, overload, copy or reverse-engineer it
  • Send abusive, hateful or misleading content
  • Use it to make false enquiries, orders or complaints
  • Rely on it for urgent or safety-critical decisions

We may limit or stop access for anyone who misuses it. We aim to use AI fairly and carefully, and a person, not the assistant, is responsible for our final decisions about your order, warranty and service.

5Sharing of Personal Information

We do not sell your personal information. We share it only as needed, as described below:

Anyone who receives your information from us for these purposes must keep it confidential and use it only for the purpose we gave it. See also Government and Legal Disclosure and Business Transfer.

7Data Security

We use reasonable security practices and procedures to protect your information, such as:

Online payments are handled by our payment partner on its own secure page. No method of sending or storing information is completely secure, so we cannot promise absolute security. Please keep your passwords and OTPs private, and tell us at once if you think your account has been misused.

8Personal Data Breach

If a personal data breach happens that affects you, we will act quickly to contain it, find out what happened and fix the cause. Where the law requires, we will inform the authorities and the people affected, and tell them what happened, what information was involved and what they can do to protect themselves. If you notice anything suspicious, please email support@thenaxsun.com.

9Data Retention

We keep your information only for as long as we need it for the purposes in this policy, for example:

When information is no longer needed, we delete it or make it anonymous. Electricity bills, identity documents and chat records are kept no longer than necessary for the purpose they were shared for.

10Your Privacy Rights

Subject to applicable law, including the Digital Personal Data Protection Act, 2023, you may ask us to:

To use a right, write to support@thenaxsun.com. We may need to confirm who you are first, and we may keep information that the law requires us to keep. If you are not satisfied with our reply, you may approach the Data Protection Board of India or any other authority, as the law allows.

12Accuracy of Information

Please give us correct and complete information and keep it up to date, especially your name, contact number, address and electricity connection details. Wrong details can delay your quotation, delivery, installation, warranty or subsidy. Please tell us if anything changes.

13Children’s Privacy

Our website and services are meant for adults. We do not knowingly collect personal information from children under 18 without the consent of a parent or guardian. If you are a parent or guardian and think a child has shared information with us, please contact us and we will delete it.

14Third-Party Websites and Services

Our website may link to websites and services run by others, such as payment pages, banks, government and electricity company portals, WhatsApp, YouTube and maps. We do not control them and are not responsible for their content or their privacy practices. Please read their privacy policies before you share information with them.

15Social Media

We have pages on social media such as Facebook, Instagram, YouTube and LinkedIn. If you contact us, comment or send us a message there, the platform’s own rules and privacy policy apply, and what you post may be public. Please do not share sensitive information in public comments. We may use your messages and comments to reply to you.

16Advertising and Analytics

We use analytics tools to understand how visitors use our website, and advertising tools, for example on Facebook, Instagram and Google, to show our offers and measure the results. These tools may use cookies and similar technologies and may receive technical information about your visit. When you fill in a lead form on a social media platform, the platform shares the details you gave with us. You can control ads and cookies in your browser settings and in the settings of those platforms.

17International Data Processing

Some of our technology providers, such as those for cloud hosting, email, messaging and AI services, may store or process information on servers outside India. When this happens, we take steps to make sure your information is handled with care and protected as applicable law requires, and we share only what is needed. By using our services you understand that your information may be processed outside India in this way.

18Business Transfer

If NaXsun Green Energy LLP is involved in a merger, a restructuring, a sale of its business or assets, or a change of partners, your information may be passed to the new owner or entity as part of that arrangement. We will make sure it stays protected on terms no less protective than this policy and, where the law requires, we will tell you.

19Marketing Preferences

With your permission, we may send you offers, news about new products and tips by SMS, email, WhatsApp and calls. You can stop at any time: reply STOP, use the unsubscribe link in an email, email support@thenaxsun.com, or tell our team. If you opt out of marketing, we will still send you the messages needed for your order, warranty, service and security. If your number is on a Do Not Disturb (DND) list, we will respect it for promotional messages.

20Fraud Prevention

We use the information we hold to detect and prevent fraud, fake enquiries, misuse of coupons and offers, payment fraud and security attacks. We may check details with our payment partners and banks, and we may refuse, hold or cancel an order that looks fraudulent.

Please remember: NaXsun will never ask you for your OTP, UPI PIN, card PIN, CVV or banking password on a call, WhatsApp, chat or SMS. If someone asks you for these in our name, do not share them, and tell us at support@thenaxsun.com.

21Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology or the law. The latest version is always available on this page. If we make an important change, we will tell you in a suitable way, for example on our website or by message. Please check this page now and then. If you continue to use our website and services after a change, you accept the updated policy.

22Contact Us and Grievance Redressal

If you have a question, a request about your information or a complaint, please contact us by chat, WhatsApp, email or phone.

Grievance Officer: The Grievance Officer, NaXsun Green Energy LLP, B-85, B Block Rd, Sector 63, Noida, Uttar Pradesh 201309. Email: support@thenaxsun.com. Please write “Privacy grievance” in the subject. We will acknowledge your complaint and reply as quickly as we can, and within the time the law allows.