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Privacy Policy

 

 FRANKLINWH PRIVACY POLICY 

Last Updated: January 12, 2026 

  

Introduction and Overview 

This Privacy Policy ("Policy") describes how FranklinWH Energy Storage Inc. ("FranklinWH," "Company," "we," "us," or "our") collects, uses, shares, and protects your personal information when you: 

  1. Purchase, install, or use a FranklinWH energy storage system (including aPower batteries, aGate inverters, and related equipment) 

  1. Use the FranklinWH mobile application (the "App") 

  1. Visit our website at www.franklinwh.com (the "Site") 

  1. Interact with our customer support or other services 

  

We refer to all of the above collectively as "Services." 

  

IMPORTANT: PLEASE READ CAREFULLY 

Automatic Data Collection: FranklinWH energy storage systems automatically transmit operational data to our servers. This data collection occurs continuously and does not require you to use the FranklinWH App. By having a FranklinWH system installed at your property, you acknowledge that your system will transmit Energy System Data as described in this Policy. 

  

Energy Data Sensitivity: Your energy consumption patterns can reveal sensitive information about your daily life, including when you are home, your sleep schedule, and your household activities. We treat this data with heightened care. 

  

International Data Access: Your data may be accessed by FranklinWH personnel located outside the United States, including in China. See Section 5 for details. 

We Do Not Sell Your Data: FranklinWH does not sell your personal data to anyone for any purpose. We only share your information as described in this Policy to provide our Services to you. 

 

Please read our Terms of Service and this Policy before using our Services. If you do not agree, please do not use our Services. 

  

Contents 

  1. What Personal Information Do We Collect? 

  1. How Does Data Flow Through Our Systems? 

  1. When Do We Share Your Information? 

  1. How Do We Use Your Information? 

  1. International Data Transfers 

  1. How Do We Protect Your Information? 

  1. Cookies and Tracking Technologies 

  1. Your Privacy Rights 

  1. California Privacy Rights (CCPA/CPRA) 

  1. Additional Jurisdictions 

  1. Data Retention 

  1. Children's Privacy 

  1. Changes to This Policy 

  1. Contact Us 

  

1. What Personal Information Do We Collect? 

We collect personal information from multiple sources: directly from you, automatically from your FranklinWH system, from your Installation Partner, and from third parties such as utility companies. The table below details each category of information we collect. 

  

Category of Personal Information 

Collection Details 

Legal Basis 

Basic Personal Identifiers 

Name, email address, phone number, mailing address, account credentials 

 

Source(s): 

  1. Directly from you when creating a FranklinWH account 

  1. From your Installation Partner during system registration 

  1. From Sunrun or other Third-Party Owner partners (for leased systems) 

  

Purpose(s): Account creation, order fulfillment, warranty registration, customer communications, and support. 

Targeted Advertising: No 

Retention: Duration of account plus 90 days after account closure. 

Contract performance; Consent (for marketing) 

Property & Installation Information 

Installation address, electrical panel configuration, utility provider, rate plan, grid interconnection details, system serial numbers, installation date, installation photos 

 

Source(s): 

  1. From you during account setup 

  1. From your Installation Partner via the FleetView platform during installation 

  1. From your utility provider (with your consent or as part of grid services enrollment) 

  

Purpose(s): System configuration, energy optimization, time-of-use rate management, grid services eligibility, regulatory compliance, and warranty support. 

Targeted Advertising: No 

Retention: 7 years after system decommissioning (for warranty and regulatory compliance). 

Contract performance; Legal obligation (regulatory) 

Energy System Data 

Battery charge/discharge cycles, state of charge, energy consumption patterns, solar production data, grid import/export, power flow data, system alerts, battery health metrics, inverter performance 

 

Source(s): 

  1. Automatically transmitted from your FranklinWH Device (aPower, aGate) to our AWS servers via continuous telemetry 

  1. Important: This data is collected automatically from all installed systems, regardless of whether you use the FranklinWH App. 

  

Purpose(s): Real-time system monitoring, energy optimization, predictive maintenance, safety alerts, warranty diagnostics, product improvement, aggregated research, and grid services participation. 

Targeted Advertising: No 

Retention: 7 years (to support long-term system analytics, warranty claims, and battery degradation tracking). 

  

Privacy Note: 

Your energy consumption patterns may reveal sensitive information about your daily life, including: when you are home or away; your typical sleep and wake times; periods of high activity in your home; the types and usage patterns of major appliances; and general household occupancy patterns. We treat this data with heightened care and do not sell it or use it for advertising purposes. 

Contract performance; Legitimate interest (product safety and improvement) 

System Diagnostic Data 

Error codes, fault logs, firmware versions, component temperatures, communication logs, inverter diagnostics 

 

Source(s): 

  1. Automatically transmitted from your Device 

  1. Collected during remote diagnostic sessions (with your consent) 

  1. Collected by your Installation Partner during service visits 

  

Purpose(s): Troubleshooting, predictive maintenance, safety monitoring, firmware updates, warranty support, and product quality improvement. 

Targeted Advertising: No 

Retention: 3 years. 

Contract performance; Legitimate interest (product safety) 

Device & Online Identifiers 

IP address, mobile advertising IDs (IDFA, AAID), MAC address, device type, operating system, browser type, app version 

 

Source(s): 

  1. Automatically collected when you use the FranklinWH App or website 

  1. From cookies and similar tracking technologies 

  

Purpose(s): Service delivery, security and fraud prevention, analytics, app functionality, and service improvement. 

Targeted Advertising: Yes (cookie-based advertising on our website; you may opt out) 

Retention: Short-term; routinely disposed when no longer necessary. 

Consent (cookies); Legitimate interest (security, analytics) 

Location Information 

Installation address (precise), utility service territory, IP-derived location, mobile device GPS (if enabled) 

 

Source(s): 

  1. Installation address: from you or your Installation Partner 

  1. Utility territory: from your utility provider or derived from address 

  1. IP-based location: automatically collected 

  1. Mobile GPS: only with your permission via app settings 

  

Purpose(s): System configuration, time-of-use optimization, weather-based forecasting, grid services eligibility, and regulatory compliance. 

Targeted Advertising: No 

Retention: Installation address: 7 years. Other location data: short-term. 

Contract performance; Consent (mobile GPS) 

Communications & Support Data 

Emails, chat transcripts, phone call recordings, support tickets, remote diagnostic session logs, service visit records 

 

Source(s): 

  1. Directly from you when contacting customer support 

  1. Phone recordings (where permitted and with notice) 

  1. Remote diagnostic sessions (with your consent) 

  1. From your Installation Partner regarding service visits 

  

Purpose(s): Customer support, quality assurance, training, dispute resolution, and service improvement. 

Targeted Advertising: No 

Retention: 5 years. 

Contract performance; Legitimate interest (quality, training) 

Payment & Financial Information 

Credit/debit card numbers, billing address, transaction history 

Source(s): Directly from you when making purchases or enrolling in paid services. 

Purpose(s): Payment processing, refunds, fraud prevention, financial reporting. 

Targeted Advertising: No 

Retention: Payment card data is processed by third-party payment processors and not stored by FranklinWH. Transaction records retained as required by law. 

Note: FranklinWH does not store full payment card numbers. 

Contract performance; Legal obligation (financial records) 

Inferences & Derived Data 

Energy usage patterns, occupancy predictions, battery health projections, system optimization recommendations 

 

Source(s): Created by FranklinWH based on your Energy System Data and usage patterns. 

Purpose(s): Personalized energy recommendations, predictive maintenance, product development, and aggregated analytics. 

Targeted Advertising: No 

Retention: Duration of account. May be anonymized and retained indefinitely for research. 

Legitimate interest (service improvement) 

  

Information We Do Not Knowingly Collect: We do not collect protected classifications (race, religion, sexual orientation), biometric identifiers, or education records unless you voluntarily provide them.  

2. How Do We Use Your Information? 

We use your personal information for the following purposes: 

Service Delivery & System Operation 

  1. Monitoring your system's real-time performance and status 

  1. Optimizing energy storage, consumption, and production 

  1. Providing alerts for system issues or safety concerns 

  1. Enabling remote diagnostics and troubleshooting 

  1. Processing firmware updates 

  

Customer Support & Warranty 

  1. Responding to your inquiries and support requests 

  1. Diagnosing and resolving technical issues 

  1. Fulfilling warranty obligations 

  1. Coordinating with your Installation Partner for service 

  

Product Improvement & Research 

  1. Analyzing aggregated system performance data 

  1. Identifying opportunities for product improvements 

  1. Developing new features and services 

  1. Conducting safety and quality research 

  

Grid Services & Utility Programs 

  1. Enabling participation in demand response programs 

  1. Supporting virtual power plant operations 

  1. Facilitating grid stabilization and renewable energy integration 

  1. Reporting program participation to utilities 

  

Communications & Marketing 

  1. Sending service notifications and alerts 

  1. Providing product updates and announcements 

  1. Sending marketing communications (with your consent or as permitted by law) 

  

Legal & Compliance 

  1. Complying with applicable laws and regulations 

  1. Responding to legal requests and court orders 

  1. Protecting our rights and the safety of others 

  1. Fulfilling regulatory reporting obligations 

 

2.1 Automatic Telemetry Collection 

Your FranklinWH system (aPower, aGate, and connected equipment) automatically transmits operational data to FranklinWH servers via your home internet connection. This transmission: 

  1. Occurs continuously (typically every few seconds to minutes) 

  1. Does not require the FranklinWH App to be installed or used 

  1. Cannot be disabled without disconnecting your system from the internet (which may void your warranty and disable remote support features) 

  1. Includes energy consumption, production, storage, and diagnostic data 

  

2.2 Installation Partner Data Entry 

When your system is installed, your Installation Partner enters information about you and your system into the FleetView platform, including your contact information, property details, and system configuration. Your Installation Partner retains ongoing access to monitor and service your system. 

3. When Do We Share Your Information? 

We share your personal information with the following categories of recipients: 

Recipient Category 

Details 

Installation Partners 

(Franklin Approved Distributors, Authorized Resellers, Certified Installers) 

Relationship: FranklinWH products are sold through a network of authorized Installation Partners who install, maintain, and service your system. Your Installation Partner is an independent business, not a FranklinWH employee. 

  

Data Shared via FleetView Platform: 

  1. Your name, email, phone number, and mailing address 

  1. System installation address 

  1. System configuration, equipment model, and serial numbers 

  1. Real-time system status, performance data, and alerts 

  1. Energy production and consumption summaries 

  1. Diagnostic data, error codes, and fault logs 

  1. Service history and warranty status 

  

Purpose: Installation, system monitoring, maintenance, warranty service, troubleshooting, and customer support. 

  

Duration of Access: Your Installation Partner retains access to your data for as long as they are the designated service provider for your system. You may request to change your Installation Partner by contacting us. 

  

Note: Installation Partners are required to sign agreements that include data protection obligations, but FranklinWH does not control their business practices. Your Installation Partner may have their own privacy policy. 

Third-Party System Owners 

(e.g., Sunrun, solar financing companies) 

Applies When: Your FranklinWH system is owned, leased, or financed through a third party rather than purchased outright. 

  

Data Shared: 

  1. Basic identifiers and contact information 

  1. System location and configuration 

  1. Energy production, consumption, and storage data 

  1. System status and performance metrics 

  

Purpose: To enable the Third-Party Owner to monitor their equipment, fulfill their obligations to you, and manage their fleet of systems. 

  

Note: If you have a lease or power purchase agreement, the Third-Party Owner may receive your data before your system is installed as part of the sales and installation process. 

Corporate Affiliates 

(Including affiliates in China and Singapore) 

Important Disclosure Regarding International Access 

  

FranklinWH is a global company with affiliated operations in multiple countries. Your personal information, including Energy System Data, may be accessed by personnel located in: 

  

  1. United States: Primary operations, customer support, engineering 

  1. Singapore: Regional operations and support 

  1. People's Republic of China: Product development, advanced technical support, quality assurance, R&D, and manufacturing coordination 

  

Purposes for International Access: 

  1. Product development and improvement 

  1. Advanced technical support and diagnostics requiring specialized expertise 

  1. Quality assurance and safety monitoring 

  1. Research and development of energy management technologies 

  1. Manufacturing quality control and supply chain coordination 

  

Safeguards: We implement technical and organizational measures including encryption, access controls, contractual protections, and security audits. See Section 5 for details. 

Service Providers 

We engage third-party service providers to perform functions on our behalf: 

  

Cloud Infrastructure (AWS): Data hosting, storage, and processing 

Payment Processors: Secure payment transaction handling 

Customer Support Tools: Help desk, ticketing, and communication platforms 

Analytics Providers: Usage analysis and service improvement 

Communication Services: Email, SMS, and push notification delivery 

Security Services: Fraud detection and cybersecurity monitoring 

  

All service providers are bound by contracts requiring them to protect your data, use it only for specified purposes, and comply with applicable privacy laws. 

Utility Companies & Grid Operators 

Applies When: You enroll in a grid services program, demand response program, virtual power plant, or similar utility program. 

  

Data Shared: 

  1. System capacity and availability 

  1. Real-time energy production, consumption, and storage data 

  1. Grid import/export data 

  1. Dispatch response and program participation data 

  1. Location (to determine grid territory and eligibility) 

  

Purpose: Grid stabilization, demand response, renewable energy integration, and program administration. 

  

Sharing occurs only with your consent when you enroll in such programs, or as required by interconnection agreements. 

Legal & Regulatory Authorities 

We may disclose your information when required to: 

  1. Comply with applicable laws, regulations, or legal processes 

  1. Respond to lawful requests from government authorities 

  1. Protect the rights, property, or safety of FranklinWH, our users, or others 

  1. Enforce our Terms of Service or other agreements 

  1. Investigate potential violations or fraud 

Business Transaction Parties 

In connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of company assets, your personal information may be transferred to the successor entity or prospective buyer. 

  

In such events, we will require the recipient to honor this Privacy Policy or provide you with notice and an opportunity to opt out. 

  

3.1 Opting Out of Data Collection 

Connectivity is a core part of FranklinWH products. If you no longer wish for us to collect data from your system, please contact us to discuss deactivating connectivity. Please note: 

  1. Certain features such as over-the-air updates, remote diagnostics, mobile app functionality, and real-time monitoring rely on connectivity 

  1. Disabling connectivity may result in reduced functionality, inability to receive safety alerts, and may affect your warranty coverage 

  1. We will not be able to notify you of issues applicable to your system in real time 

  1. Your Installation Partner may not be able to provide remote support 

 

4. How Do We Use Your Information? 

We use your personal information for the following categories of purposes: 

To Communicate With You 

  1. Respond to your inquiries and fulfill your requests 

  1. Send service notifications, system alerts, and safety information 

  1. Provide product updates and announcements 

  1. Send marketing communications (with your consent or as permitted by law) 

  1. Conduct surveys and obtain your feedback 

  

To Fulfill Our Products and Services 

  1. Monitor your system's real-time performance and status 

  1. Optimize energy storage, consumption, and production 

  1. Provide alerts for system issues or safety concerns 

  1. Enable remote diagnostics and troubleshooting 

  1. Process firmware updates 

  1. Fulfill warranty obligations 

  1. Coordinate with your Installation Partner for service 

  

To Improve and Enhance Our Products and Services 

  1. Analyze aggregated system performance data 

  1. Identify opportunities for product improvements 

  1. Develop new features and services 

  1. Conduct safety and quality research 

  1. Perform data analytics and business planning 

  

Grid Services & Utility Programs 

  1. Enable participation in demand response programs 

  1. Support virtual power plant operations 

  1. Facilitate grid stabilization and renewable energy integration 

  1. Report program participation to utilities 

  

Legal & Compliance 

  1. Comply with applicable laws and regulations 

  1. Respond to legal requests and court orders 

  1. Protect our rights and the safety of others 

  1. Fulfill regulatory reporting obligations 

  

Collection and Use of Non-Personal Data 

We may also collect, use, and share information that does not, on its own, personally identify you ("Non-Personal Data"). Such information may be used for any purpose, including operational or research purposes, industry analysis, to improve our products and services, and where legally required. If we combine Non-Personal Data with personal information, we treat the combined data as personal information. 

5. International Data Transfers 

IMPORTANT NOTICE REGARDING DATA ACCESS FROM CHINA 

FranklinWH is a global company with operations and affiliated entities in multiple countries. When you use our Services, your personal information may be transferred to, accessed from, and processed in countries other than your country of residence. 

5.1 Countries Where Your Data May Be Accessed 

United States: Primary data storage (AWS servers), customer support, engineering, and corporate operations. 

Singapore: Regional operations, customer support, and business administration. 

People's Republic of China: Product development, advanced technical support, quality assurance, research and development, and manufacturing coordination. 

5.2 Types of Data Accessed Internationally 

Personnel in China and Singapore may access: 

  1. Energy System Data (consumption patterns, production data, battery performance) 

  1. System Diagnostic Data (error logs, fault codes, component status) 

  1. Property Information (installation address, system configuration) 

  1. Basic Identifiers (name, contact information) when necessary for support 

5.3 Safeguards for International Transfers 

We implement the following safeguards to protect your information during international transfers: 

  1. Standard contractual clauses approved by relevant data protection authorities 

  1. Encryption of data in transit and at rest 

  1. Role-based access controls limiting data access to authorized personnel 

  1. Regular security audits and assessments 

  1. Employee training on data protection obligations 

  1. Contractual requirements for affiliates and service providers to protect your data 

  

Note: other countries may have data protection laws that differ from those in your jurisdiction. By using our Services, you acknowledge that your data may be transferred to and accessed from these countries. 

6. How Do We Protect Your Information? 

We implement reasonable physical, electronic, and procedural safeguards designed to protect your personal information: 

  

Technical Measures: 

  1. Encryption of data in transit (TLS) and at rest 

  1. Secure authentication and access controls 

  1. Intrusion detection and prevention systems 

  1. Regular security testing and vulnerability assessments 

  1. Secure software development practices 

  

Administrative Measures: 

  1. Information security policies and procedures 

  1. Employee background checks and training 

  1. Incident response plans 

  1. Vendor security assessments 

  

Physical Measures: 

  1. Secure data center facilities (AWS) 

  1. Physical access controls 

  1. Environmental protections 

 

Security Features Available to You: 

  1. Multi-factor authentication for your FranklinWH Account 

  1. Session timeout after periods of inactivity 

  1. Email notifications for account changes 

  1. Ability to revoke Installation Partner access 

  

Before Selling or Transferring Your System: 

If you sell or transfer your system to another person, contact FranklinWH at service@franklinwh.com to transfer ownership and remove your personal data from the system. See Section 13 for details 

  

While we strive to protect your information, no security measures are perfect. We encourage you to use a strong, unique password and keep your account credentials confidential. 

7. Cookies and Tracking Technologies 

Our website and App use cookies, web beacons, and similar technologies to: 

  1. Provide essential functionality (session management, security) 

  1. Remember your preferences 

  1. Analyze usage patterns and improve our Services 

  1. Deliver relevant advertising 

  

Your Choices: 

  1. Adjust cookie settings in your browser 

  1. Click "Do Not Sell or Share My Personal Information" in our website footer 

  1. Visit www.aboutads.info/choices to opt out of interest-based advertising 

  

8. Your Privacy Rights and How to Excerise Them  

Depending on where you live, you may have the following rights regarding your personal information: 

  

  1. Right to Know/Access: Request information about what personal information we collect, use, and disclose. 

  1. Right to Correction: Request correction of inaccurate personal information. 

  1. Right to Deletion: Request deletion of your personal information, subject to certain exceptions. 

  1. Right to Portability: Receive your personal information in a structured, machine-readable format. 

  1. Right to Opt Out: Opt out of the sale/sharing of personal information, targeted advertising, or profiling. 

  1. Right to Limit Sensitive Data Use: Limit the use of sensitive personal information to specified purposes. 

  1. Right to Non-Discrimination: We will not discriminate against you for exercising your privacy rights. 

 

8.1 How to Exercise Your Rights: 

  1. Email: dataprivacy@franklinwh.com 

  

What to Include in Your Request: 

  1. Your full name 

  1. Email address associated with your FranklinWH account 

  1. Type of request (access, deletion, correction, opt-out, etc.) 

  1. Specific details about your request 

  1. Preferred method of response (email or mail) 

To protect your privacy, we must verify your identity before processing your request. Verification information we may request includes: your name, email address, phone number, account username, system serial number, installation address, or information related to your transaction or relationship with FranklinWH. The specific information requested may differ depending on the circumstances of your request. 

If we cannot verify your identity, we will notify you and explain what additional information is needed. We cannot process requests we cannot verify. 

 

8.2 Reasons We May Deny Your Request 

We may deny or limit your request in certain circumstances, including when: 

  

  1. We cannot verify your identity 

  1. The request is manifestly unfounded or excessive (e.g., repetitive requests) 

  1. Fulfilling the request would violate applicable law or a legal obligation 

  1. The information is necessary to complete a transaction you requested 

  1. Disclosure would create a substantial, articulable, and unreasonable risk to security 

  1. The information is subject to legal privilege 

  1. We are required to retain the information for legal, regulatory, or warranty purposes 

  

If we deny your request, we will explain the reason for the denial and inform you of your right to appeal. If we deny your privacy request in whole or in part, you have the right to appeal our decision. 

9. California Privacy Rights (CCPA/CPRA) 

If you are a California resident, you have specific rights under the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA). 

  

9.1 Categories of Personal Information 

The following table identifies the categories of personal information we have collected, used, and disclosed in the preceding 12 months: 

  

Category 

Examples Collected 

Collected? 

Sold/Shared? 

A. Identifiers 

Name, email, phone, address, account name, IP address, device IDs 

Yes 

No 

B. CA Customer Records 

Name, address, phone, financial information 

Yes 

No 

C. Protected Class 

Age, race, gender, veteran status 

No 

N/A 

D. Commercial Info 

Products purchased, energy consumption records, purchasing history, system configuration 

Yes 

No 

E. Biometric 

Fingerprints, voiceprints, facial recognition 

No 

N/A 

F. Internet Activity 

Browsing history, app usage, search history, interaction with our services 

Yes 

Shared (cookies) 

G. Geolocation 

Installation address (precise), IP-based location, mobile GPS (if enabled) 

Yes 

No 

H. Sensory Data 

Audio recordings of customer support calls (with notice) 

Yes 

No 

I. Professional Info 

Job title, employer (if voluntarily provided) 

Limited 

No 

J. Education 

Education records 

No 

N/A 

K. Inferences 

Energy usage patterns, occupancy inferences, preferences derived from system data 

Yes 

No 

L. Sensitive PI 

Account login credentials, precise geolocation (installation address) 

Yes 

No 

  

9.2 Sale and Sharing 

FranklinWH does not sell personal information for monetary consideration. We may share certain online identifiers with advertising partners through cookies, which may constitute "sharing" under California law. You may opt out by clicking "Do Not Sell or Share My Personal Information" on our website. 

  

9.3 Sensitive Personal Information 

We collect the following categories of sensitive personal information: account login credentials and precise geolocation (installation address). We use this information only for purposes permitted under CCPA/CPRA: 

  1. Providing the services you requested 

  1. Ensuring security and integrity 

  1. Short-term transient use 

  1. Performing services on our behalf 

  1. Verifying and maintaining quality and safety 

  

We do not use sensitive personal information for profiling or advertising. If you wish to limit our use of sensitive personal information, click "Limit the Use of My Sensitive Personal Information" on our website or contact us. 

9.4 Shine the Light 

California Civil Code Section 1798.83 permits California residents to request information about disclosure of personal information to third parties for direct marketing. We do not disclose personal information to third parties for their direct marketing purposes. 

9.5 Other U.S. State Privacy Laws 

Residents of Virginia, Colorado, Connecticut, Utah, Oregon, Montana, Texas, and other states with comprehensive privacy laws may have similar rights to those described for California residents in Section 10, including rights to access, correct, delete, and opt out of certain processing. To exercise your rights, please use the contact methods described in Section 9.2. 

Minnesota and Oregon Residents: You have a right to request a list of third parties to whom data is disclosed in the fulfillment of your product or service. Contact us at dataprivacy@franklinwh.com to make this request. 

10. Additional Jurisdictions 

Section 10.1 Canada 

If you are located in Canada, the following additional information applies to you under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. 

Consent 

We collect, use, and disclose your personal information with your knowledge and consent, except where permitted or required by law. By using our Services, you consent to our collection, use, and disclosure of your personal information as described in this Policy. 

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. However, if you withdraw consent to certain processing, we may not be able to provide you with some or all of our products and services, process your warranty claims, or provide customer support. We will explain the consequences of withdrawing consent when you make such a request. 

Purposes for Collection 

We collect personal information only for the purposes identified in this Policy, including: 

  • Providing, operating, and maintaining your FranklinWH energy system 

  • Processing warranty claims and providing customer support 

  • Communicating with you about your system, including safety alerts and service notifications 

  • Improving our products and services 

  • Complying with legal and regulatory requirements 

We limit collection to information that is necessary for these identified purposes and collect information by fair and lawful means. 

Cross-Border Transfer 

Your personal information may be transferred to, stored, and processed in countries outside of Canada, including: 

  • United States (primary data storage, customer support, engineering) 

  • Singapore (regional operations) 

  • People's Republic of China (product development, technical support, R&D, manufacturing coordination) 

When your personal information is transferred outside of Canada, it may be subject to the laws of those foreign jurisdictions and may be accessible to law enforcement and national security authorities of those jurisdictions. We use contractual and other measures to provide a comparable level of protection while the information is processed outside of Canada. 

By using our Services, you acknowledge and consent to the transfer of your personal information to recipients located outside of Canada, including in the countries listed above. 

Your Rights Under Canadian Law 

Right to Access: You have the right to request access to your personal information held by us. Upon request, we will inform you of the existence, use, and disclosure of your personal information and provide you with access to that information, subject to limited exceptions under PIPEDA (for example, if the information contains references to other individuals, is subject to solicitor-client privilege, or was collected for a legal investigation). 

Right to Correction: You have the right to challenge the accuracy and completeness of your personal information and have it amended as appropriate. If we do not agree with your request for correction, we will note your request in our files. 

Right to Withdraw Consent: You may withdraw consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. 

Right to Challenge Compliance: You have the right to challenge our compliance with PIPEDA by contacting our Privacy Officer. 

Response Timeline: We will respond to access and correction requests within 30 days of receipt. If we require an extension (for example, due to the complexity of the request), we will notify you in writing. 

Fees: We will not charge a fee for responding to access requests, except in limited circumstances permitted by law (for example, if the request is repetitive or excessive). If a fee applies, we will inform you in advance. 

How to Make a Request 

To exercise your rights or make a privacy-related inquiry, contact our Privacy Officer at: 

  • Mail: FranklinWH Privacy Officer 

Please provide sufficient detail to allow us to identify the information you are requesting and verify your identity. 

Safeguards 

We protect your personal information using physical, organizational, and technological security measures appropriate to the sensitivity of the information, including: 

  • Encryption of data in transit and at rest 

  • Access controls and authentication measures 

  • Employee training on privacy and data protection 

  • Contractual protections with service providers 

Retention 

We retain your personal information only as long as necessary to fulfill the purposes for which it was collected, or as required by law. When personal information is no longer required, we will securely destroy, erase, or anonymize it. 

Direct Marketing 

We may use your personal information to send you direct marketing communications about our products and services with your consent. You may withdraw your consent to direct marketing at any time by: 

  • Clicking the "unsubscribe" link in any marketing email 

  • Replying "STOP" to any SMS message 

  • Adjusting your preferences in the FranklinWH App 

We will process your opt-out request within 10 business days. Even if you opt out of marketing communications, we may still send you service-related communications (such as safety alerts, warranty information, and system notifications). 

Automated Decision-Making 

We use automated processing to optimize your energy system and provide recommendations. We do not use automated decision-making that produces legal effects or similarly significant effects concerning you without human involvement. You have the right to request human review of any decision that significantly affects you. 

Quebec Residents – Additional Information 

If you are a resident of Quebec, you have additional rights under the Act Respecting the Protection of Personal Information in the Private Sector (Quebec Privacy Act) as amended by Law 25: 

Right to Data Portability: You may request that we provide your personal information in a commonly used technological format, or that we transfer your information to another organization, where technically feasible. 

Right to De-indexing: You may request that we cease disseminating your personal information or that hyperlinks attached to your name be de-indexed, where the dissemination contravenes the law or a court order. 

Right to Be Informed of Automated Decisions: If we use automated decision-making to make a decision that significantly affects you, you have the right to be informed that automated processing was used, and to request that we review the decision. 

Consent for Minors: We do not knowingly collect personal information from individuals under the age of 14 without parental consent. 

To exercise these rights, contact us at dataprivacy@franklinwh.com. 

Privacy Officer 

FranklinWH has designated a Privacy Officer responsible for our compliance with PIPEDA and applicable provincial privacy legislation. You may contact our Privacy Officer with any questions, concerns, or complaints regarding our privacy practices: 

FranklinWH Privacy Officer Email: dataprivacy@franklinwh.com   

Address: FranklinWH Data Protection Office 

1731 Technology Dr Ste 530 

San Jose, California 95110 

10.2 Australia 

If you are located in Australia, the following additional information applies to you under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). 

Collection and Use of Personal Information 

We collect personal information that is reasonably necessary for our functions and activities, including providing you with FranklinWH products and services. We will only collect sensitive information with your consent or where otherwise permitted by law. 

If you do not provide us with the personal information we request, we may not be able to provide you with our products or services, process your warranty claims, or respond to your inquiries. 

Cross-Border Disclosure 

By using our Services, you acknowledge that your personal information may be disclosed to overseas recipients located in: 

  • United States (primary data storage, customer support, engineering) 

  • Singapore (regional operations) 

  • People's Republic of China (product development, technical support, R&D, manufacturing coordination) 

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to that information, including through contractual arrangements and security measures. However, you acknowledge that by consenting to the cross-border disclosure of your personal information, we will not be accountable under the Privacy Act, and you will not be able to seek redress under the Privacy Act, if the overseas recipient handles your information in breach of the APPs. 

Your Rights Under Australian Law 

Right to Access: You may request access to the personal information we hold about you. We will provide access unless an exception under APP 12 applies (for example, if providing access would pose a serious threat to safety, or would have an unreasonable impact on the privacy of others). 

Right to Correction: If you believe that the personal information we hold about you is inaccurate, incomplete, out-of-date, irrelevant, or misleading, you may request that we correct it. We will take reasonable steps to correct the information unless an exception applies. 

Response Timeline: We will respond to access and correction requests within a reasonable period (generally within 30 days). 

Fees: We may charge a reasonable fee for providing access to your personal information, but we will not charge for making a request or for correcting information. 

How to Make a Request 

To request access to or correction of your personal information, contact us at: 

  • Mail: FranklinWH Data Protection Office 

1731 Technology Dr Ste 530 

San Jose, California 95110 

Please provide sufficient detail to allow us to identify the information you are requesting. 

Direct Marketing 

We may use your personal information to send you direct marketing communications about our products and services. You may opt out of receiving direct marketing at any time by: 

  • Clicking the "unsubscribe" link in any marketing email 

  • Adjusting your preferences in the FranklinWH App 

If you opt out, we will stop sending you direct marketing communications, but we may still send you service-related communications (such as safety alerts, warranty information, and system notifications). 

Anonymity and Pseudonymity 

Where practicable, you may deal with us on an anonymous basis or using a pseudonym. However, in most cases, we will need to identify you in order to provide you with our products and services (for example, to register your system, process warranty claims, or provide customer support). 

Notifiable Data Breaches 

In the event of a data breach that is likely to result in serious harm to you, we will notify you and the OAIC as required under the Notifiable Data Breaches (NDB) scheme. 

11. Data Retention 

We retain your personal information for as long as necessary to fulfill the purposes described in this Policy, unless a longer retention period is required by law. The following table summarizes our retention periods: 

  

Data Category 

Retention Period 

Rationale 

Account Information 

Duration of account + 90 days 

Account administration, re-activation window 

Energy System Data 

7 years 

Long-term analytics, warranty support (10-year warranty), battery degradation tracking 

System Diagnostic Data 

3 years 

Troubleshooting, product improvement 

Customer Support Records 

5 years 

Quality assurance, dispute resolution, legal compliance 

Property & Installation Info 

7 years after decommissioning 

Warranty, regulatory compliance, system transfer 

Marketing Preferences 

Until you opt out 

Honoring your communication preferences 

Financial/Transaction Records 

As required by law (typically 7 years) 

Tax reporting, financial audits, legal compliance 

Device/Online Identifiers 

Short-term (typically < 13 months) 

Security, analytics, session management 

 

Retention Criteria: 

The criteria for determining data retention may include: the nature and sensitivity of the data; our relationship with you; whether there is an existing contract for services; whether you have provided consent; legal requirements; and the purposes for which the data was collected. We carefully examine whether it is necessary to retain personal data and work to ensure data is retained for the shortest period possible. 

 

Post-Termination Retention: As stated in our Terms of Service, FranklinWH may retain and use Your Data even after termination of your account for purposes including warranty support, legal compliance, product improvement, and research (in anonymized or aggregated form). 

12. Children's Privacy 

Our Services are not directed to individuals under the age of 16 (or the applicable age of consent in your jurisdiction), and we request that such individuals not provide any information to FranklinWH. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately at dataprivacy@franklinwh.com, and we will delete the information. 

13. Changes to This Policy 

We may update this Policy from time to time. If we make material changes, we will notify you by: 

  1. Posting the updated Policy on our website with a new "Last Updated" date 

  1. Sending you an email notification (if you have an account) 

  1. Displaying a notice in the FranklinWH App 

  

We encourage you to review this Policy periodically. We will review this Policy at least annually to ensure accuracy. 

Policy Modification Notice: If you do not agree with any changes to this Policy, please stop using the Services. Your continued use of the Services after changes are posted constitutes your acceptance of the updated Policy. 

14. Contact Us 

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have concerns about our data practices, please contact us: 

FranklinWH Data Protection Office 

Email: dataprivacy@franklinwh.com 

For general customer support inquiries, please contact service@franklinwh.com.