Privacy Statement

Scope and who we are

This Privacy Statement applies to BestSolar photovoltaic (PV) energy storage products, the related software and mobile apps, our websites and monitoring platform, our customer support services, and other interactions that reference this statement (collectively, the “Products”).

Unless a separate written agreement identifies a different BestSolar entity, the controller responsible for the personal data described here is Best Energy Technology Co., Ltd., a company incorporated in the Hong Kong Special Administrative Region of the People’s Republic of China. Where you purchase through an authorized distributor, installer, or affiliate, that party may act as a separate controller for the data it collects from you — see “Products provided by a dealer, installer, or organization” below.

Personal data we collect

We collect data to operate effectively and to give you the best Product experience. You provide some of it directly — for example when you register a warranty, create an account, contact customer support, or submit an inquiry. We obtain other data by recording how you interact with our Products, including telemetry from installed energy storage systems. The types of data depend on how you interact with us, the choices you make, and the Products you use. They may include:

• Identity and contact data. Name, company name, job title, email address, phone number, shipping and billing addresses, and country or region.
• Account credentials. Username, password, and similar security information used for authentication and account access.
• Transaction data. Products purchased, order numbers, serial numbers, installation dates, dealer or installer information, and warranty registration details.
• Device and system telemetry. Information about your energy storage system, including model, firmware version, state of charge (SOC), state of health (SOH), charge and discharge cycles, voltage, current, temperature, error and event logs, and operating status.
• Installation and site data. The installation address of the system, PV system configuration, grid connection details, and — where you choose to provide it — the geographic coordinates used by the monitoring platform.
• Usage data. How you use our mobile apps, web portals, and connected services, including the features you access, the settings you select, and session duration.
• Interaction records. Your communications with us, including support tickets, service requests, and product feedback.
• IP address and approximate location. When you visit our websites or submit a form, we read the IP address of your connection. We use it to protect against abuse and fraud, and to infer the country or region you are connecting from so that we can apply the correct privacy rules to your visit. Where we store an IP address alongside a consent record, we store it only in truncated form, so that it no longer identifies your individual connection. Full IP addresses appear only in short-lived security logs — see “Data retention” below.
• Inferred country or region. We derive an approximate country from your IP address, a technique commonly called GeoIP. This inference is not exact. Where you tell us your country directly — in a form, in your account settings, or through the country code of a phone number you give us — that takes precedence over the inference. If we cannot determine your location with confidence, we apply the most protective settings available rather than the least.
• AI interaction data. If you use AI-powered features, the messages and other inputs you submit, the responses generated, and related session metadata. See “Artificial intelligence” below.

How we use personal data

We use the data we collect to provide our Products — operating them, improving and personalizing your experience, and communicating with you — and to run our business, including analyzing performance, meeting legal obligations, and conducting research. Specific uses include:

• Providing and operating the Products. Activating and registering energy storage systems, enabling remote monitoring and firmware updates, and providing technical support.
• Product improvement and reliability. Analyzing telemetry from installed systems to detect faults, anticipate maintenance needs, improve battery life and safety, and develop new features.
• Safety and protection. Monitoring system health to identify anomalies such as thermal events, overvoltage, or abnormal cycling, and alerting you, your installer, or our service team.
• Security and abuse prevention. Using connection data, including IP addresses, to detect and block automated abuse, credential attacks, and fraudulent submissions.
• Applying the correct regional rules. Using your inferred or stated country to determine which privacy, analytics, and marketing rules apply to you.
• Providing AI-powered features. Operating our AI features, generating responses to your requests, and maintaining their safety, security, and quality.
• Customer communications. Responding to inquiries; sending service notices, warranty notifications, and recall information; and — where required by law, with your consent — marketing communications.
• Business operations. Order fulfillment, accounting, warranty administration, and management of our dealer and installer networks.
• Legal and compliance obligations. Responding to legal process and meeting obligations under applicable laws governing batteries, waste electrical and electronic equipment, product safety, export controls, and artificial intelligence.

Artificial intelligence

AI-generated content

Some content on our websites — such as articles, product descriptions, illustrations, and translations — is created or assisted by generative artificial intelligence (“AI”). Such content is labeled where required by applicable law. Generating it does not involve processing your personal data. AI-generated content is reviewed before publication but may nonetheless contain inaccuracies; it is provided for general information only and does not constitute professional advice. For the terms governing your use of it, see the “AI-generated content and AI features” section of our Terms of Use.

AI-powered features

Where we offer interactive AI-powered features, such as an intelligent customer support assistant (“AI Features”), the following applies:

• Notice. We tell you clearly when you are interacting with an AI system rather than a human, and, where available, you can request escalation to a human agent.
• Data we process. Your inputs — questions, messages, and files you submit — the AI-generated responses, and related metadata such as timestamps and session identifiers, are processed to provide the feature, ensure service safety and quality, prevent abuse, and comply with legal obligations.
• Third-party AI providers. Your inputs are transmitted to third-party AI providers, which process them on our behalf as processors under data protection agreements.
• No model training. We do not use your inputs or the generated outputs to train, retrain, or fine-tune AI models — whether our own or a third party’s — unless we have obtained your prior, explicit opt-in consent. Our agreement with our AI provider prohibits the use of data submitted through its API for model training.
• Sensitive data. Please do not submit sensitive personal data — such as government identifiers, financial account details, health information, or precise location data — to AI Features. Where processing such data is necessary, we will obtain your separate consent as required by applicable law.
• Automated decision-making. AI Features are not used to make decisions that produce legal or similarly significant effects on you without meaningful human involvement. Where applicable law provides rights in relation to automated decision-making, you may request human intervention, express your point of view, and contest the outcome.
• Retention. Records of AI interactions are retained no longer than necessary for the purposes described above, in accordance with “Data retention” below, after which they are deleted or anonymized.
• International transfers. Our AI provider processes data in the United States. Transfers are made under the safeguards described in “Where data is stored and processed” below.

The rights described under “Accessing and controlling your personal data” apply equally to personal data processed in connection with AI Features.

When we share personal data

We share personal data with your consent, or as needed to complete a transaction or provide a Product you have requested or authorized. We also share data with our affiliates, with vendors working on our behalf, and where required by law or in response to legal process. This may include:

• Authorized dealers, distributors, and installers — to fulfill orders, complete installation and commissioning, and provide after-sales service.
• Service providers — the processors listed below, which process data on our behalf under written data protection agreements.
• Regulatory authorities — where required by law, including market surveillance authorities, customs, and environmental regulators.
• Successors — in a merger, acquisition, financing, or sale of assets, personal data may be transferred as part of the transaction.

We do not sell your personal data to third parties.

Our processors

The following processors may handle personal data on our behalf. We publish a new version of this statement whenever a processor is added or removed.

Cookies, analytics, and similar technologies

Our websites and online services use cookies and similar technologies — such as web beacons and local storage — to enable site functionality, remember your preferences, analyze usage, and support marketing. You can manage cookies through your browser settings and through the privacy choice controls in our page footer.

We use Google Analytics 4 to understand how our websites are used. Analytics and advertising storage are governed by Google Consent Mode v2. If you are connecting from the European Economic Area, the United Kingdom, or Switzerland, analytics and advertising storage are denied by default and are enabled only after you give consent. If we cannot determine where you are connecting from, we apply the same default-denied treatment. Strictly necessary cookies, which are required for the site to function, are always active.

Where an AI Feature relies on cookies or similar technologies — for example to maintain a support chat session — we obtain your consent before placing such cookies where required by law.

Products provided by a dealer, installer, or organization

If the Products you use are provided, installed, or configured by a dealer, installer, system integrator, or your organization — for example the operator of a commercial or industrial site — that party may set policies, manage your account, access system data, and control the Product configuration. In that case your use is governed by that party’s policies, and you should direct privacy questions to them first.

Security of personal data

We use a range of security technologies and procedures to help prevent unauthorized access, use, or disclosure of personal data. These include encryption of data in transit between energy storage systems and our cloud platform, role-based access controls for personnel, and physical security measures at our facilities. We also keep personal data in a single system of record, so that access to it can be controlled and audited in one place, and so that a deletion or export request can be carried out completely.

Where data is stored and processed

Personal data we collect is stored and processed in the United States, and may also be processed in other countries where we or our processors maintain facilities. All of the processors listed above operate in the United States.

If you are in the European Economic Area, the United Kingdom, or Switzerland, your personal data is transferred outside your region. We rely on the EU-U.S. Data Privacy Framework and its UK and Swiss extensions where the recipient is certified under it, and otherwise on the European Commission’s Standard Contractual Clauses, together with the UK International Data Transfer Addendum where applicable. We carry out transfer impact assessments and apply supplementary technical measures where needed. You may request further information about the safeguards we use by contacting us.

Data retention

We retain personal data for as long as necessary to provide the Products, complete the transactions you request, meet our legal obligations — including product safety, warranty, and accounting obligations — resolve disputes, and enforce our agreements. The periods below are enforced automatically rather than by manual review, except where noted.

Operating data from energy storage systems may be retained for the operating life of the Product to support safety monitoring, warranty service, and continuous improvement.

Accessing and controlling your personal data

You can control your data and exercise your data protection rights by contacting us at privacy@bestenergy-group.com. In some cases your ability to access or control your data may be limited by applicable law. Depending on your jurisdiction, you may have the right to:

• access the personal data we hold about you;
• correct inaccurate or incomplete data;
• request deletion of your personal data;
• receive a copy of your data in a portable, machine-readable format, or have it transmitted to another controller;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent;
• request human review of decisions made solely by automated means, where applicable law so provides; and
• lodge a complaint with a competent data protection authority.

To protect your data against disclosure to the wrong person, we verify that a request comes from an email address already associated with your record before we act on it. We respond within 30 days; if a request is complex and we need longer, we tell you within that period and explain why. Withdrawing consent does not erase the record of the consent you previously gave — that record is kept as evidence that the processing was lawful at the time — but it does stop the processing that relied on it.

Your regional privacy rights

Some regions grant rights in addition to those above. Where they do, the following applies to you in addition to — not instead of — the rest of this statement.

European Economic Area, United Kingdom, and Switzerland

We process your personal data on the following legal bases: performance of a contract with you; our legitimate interests in operating, securing, and improving our Products, where those interests are not overridden by your rights; compliance with a legal obligation; and your consent, where we ask for it. You may object to processing based on legitimate interests, and you may lodge a complaint with your national supervisory authority. Analytics and advertising storage are denied by default for your region until you consent. Marketing email is sent only where you have actively opted in — never on the basis of a pre-checked box.

California and other U.S. states

You have the right to know what personal information we collect and how we use and disclose it, to request its deletion or correction, to receive a copy of it, and to opt out of the sale or sharing of personal information and of targeted advertising. We do not sell personal information and we do not share it for cross-context behavioral advertising. We do not use or disclose sensitive personal information for purposes that require an opt-out right. We will not discriminate against you for exercising any of these rights. You may use an authorized agent to submit a request on your behalf; we will ask for proof of the agent’s authority. See “Do not sell or share my personal information” below.

Mainland China

We do not currently offer Products or operate a monitoring platform for users in mainland China. If we begin to do so, we will update this statement before that processing starts, including the disclosures and separate consents required for cross-border transfers of personal information.

Do not sell or share my personal information

We do not sell your personal information, and we do not share it for cross-context behavioral advertising, as those terms are defined under California law and comparable U.S. state privacy laws. You therefore do not need to take any action to opt out of a sale or a share.

You can still ask us to treat your data as opted out. Doing so records a durable preference on your record: we exclude you from analytics and marketing processing, and that exclusion stays in place even if our practices change later. We also apply this treatment automatically, without waiting for a request, whenever we cannot determine with confidence which region you are connecting from.

To record this preference, email privacy@bestenergy-group.com with the subject line “Do Not Sell or Share”. Once recorded, an opt-out is not reversed automatically — if you later want analytics or marketing processing restored, you will need to ask us explicitly.

Children

Our Products are designed for businesses and adult consumers and are not directed at children. We do not knowingly collect personal data from children below the applicable age in their country or region without verifiable consent from a parent or guardian. If you believe we have done so, contact us and we will delete it.

Changes to this statement

We update this statement to reflect customer feedback and changes to our Products or to applicable law. Every published version carries a version number and an effective date, shown at the top of this page. When you give consent, we record the version number in force at that moment, so that it is always possible to establish which text you agreed to. Adding or removing a processor, or changing any retention period listed above, results in a new version number. Where changes are material, we provide more prominent notice than a revised date alone.

How to contact us

If you have a privacy concern, complaint, or question, contact Best Energy Technology Co., Ltd. at privacy@bestenergy-group.com. We respond within 30 days. The rights and requests described in this statement also apply in relation to our Terms of Use.