Privacy Policy
Below is a detailed Privacy Policy for Upgrid Energy. The policy is designed to comply with federal regulations, such as the General Data Protection Regulation (GDPR) for any international customers, the Texas Data Privacy and Security Act (TDPSA), and other relevant state and federal laws.
Effective Date: 7/7/2025
Last Updated: 8/7/2025
Upgrid Energy (“Company,” “we,” “our,” or “us”) is committed to protecting the privacy of our customers, partners, and all individuals who interact with our call center via phone calls, emails, or text messages. This Privacy Policy explains how we collect, use, disclose, and safeguard your information.
If you are a customer or a partner of Upgrid or its authorized dealers, this Privacy Policy outlines the rights and responsibilities related to your data under applicable federal and state laws.
1. Information We Collect
We may collect the following categories of personal information through our call center operations:
a. Contact Information:
Name
Phone number
Email address
Physical address
b. Contractual Information:
Contract ID
Details of agreements signed with Upgrid or its partners
c. Communication Details:
Records of calls, including audio recordings (with notification and consent as required by law)
Emails and text message content
Caller ID, timestamps, and other metadata
d. Billing and Payment Information:
Credit card details, bank account information (only if provided in communication or within our secure automated third party systems)
e. Usage and System Data:
Data related to your interactions with our representatives, including preferences and feedback
2. How We Use Your Information
We use the information collected for the following purposes:
Service Delivery: To fulfill and manage customer contracts, services, and requests.
Customer Support: To address inquiries, provide support, and improve customer experience.
Compliance: To comply with legal and regulatory requirements.
Marketing and Communication: To send service updates, promotional offers, or satisfaction surveys (with opt-in consent where required).
Security and Fraud Prevention: To protect against unauthorized access or disclosure and ensure the security of our systems.
3. Legal Basis for Processing Information
We process your personal information based on:
Contractual Necessity: To perform our obligations under agreements with you or our partners.
Legal Compliance: To meet regulatory requirements.
Legitimate Interests: To improve our services and secure our operations.
4. How We Share Your Information
We may share your personal information in the following circumstances:
With Upgrid Dealers and Partners: For service fulfillment and contractual purposes.
Non-Disclosure to Third Parties for Marketing/Promotional Purposes
The Company will not share any mobile information with third parties or affiliates for marketing or promotional purposes, unless explicitly authorized by the user.Permitted Disclosure to Subcontractors for Support Services
The Company may share mobile information with subcontractors or service providers, solely for the purpose of supporting essential services such as customer service, in accordance with applicable data protection laws. These subcontractors are required to use such information only for the purposes of providing these services and are subject to confidentiality obligations.Exclusion of Text Messaging Originator Data
Text messaging originator opt-in data and consent will not be shared with any third parties under any circumstances, except where required by law. This information will be maintained strictly for its intended use and will not be disclosed to any third-party entities for any other purpose.
With Service Providers: Third parties who assist in call center operations, data storage, or analytics, under strict confidentiality agreements.
Legal Obligations: If required to comply with legal or regulatory mandates, subpoenas, or court orders.
In Case of Business Transfers: If Upgrid is involved in a merger, acquisition, or asset sale, personal information may be transferred as part of that transaction.
5. Your Privacy Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
a. Texas Residents (TDPSA):
Right to Know & Access: Confirm whether we are processing your personal data and access it in a readable format.
Right to Correct: Amend inaccuracies.
Right to Delete: Remove personal data you provided or we obtained.
Right to Port: Obtain a copy in a portable format.
Opt‑Out Rights: Opt out of processing for targeted advertising, sale of personal data, or profiling related to financial services, housing, insurance, healthcare, education, employment, or criminal justice decisions.
Right to Appeal: If a request is denied, you may appeal through a process as accessible as the initial request channel.
b. Federal Privacy Protections (GDPR for EU Customers):
Right to Access: Obtain a copy of your personal data.
Right to Rectification: Correct inaccuracies in your data.
Right to Restriction: Limit the processing of your information.
Right to Object: Opt-out of certain uses, such as marketing.
To exercise your rights, contact us at:
Email: Support@upgrid.energy
Phone: 817-993-5881
6. Data Retention
We retain personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required by law.
7. Data Security
We implement industry-standard measures to protect your personal information, including encryption, secure servers, and access controls. However, no system is completely secure, and we cannot guarantee absolute security.
8. Children’s Privacy
Upgrid’s call center does not knowingly collect personal information from individuals under 18 years of age without parental consent.
9. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices or legal obligations. Updates will be communicated via our website or other appropriate channels.
10. Contact Us
If you have questions about this Privacy Policy or our data practices, contact us:
Email: Support@upgrid.energy
Phone: 817-993-5881
Mailing Address: 2407 East Loop 820 North, Fort Worth, TX 76118
By interacting with our call center, you acknowledge that you have read and understood this Privacy Policy.
