Privacy Policy for LOOM SOLAR Pvt Ltd

At Loom Solar Pvt. Ltd. (“Loom Solar”, “we”, “us” or “our”), we value your trust and are committed to protecting your privacy and personal information.

This Privacy Policy explains how Loom Solar may collect, use, process, store, disclose and protect information when you interact with us through our website, mobile or digital platforms, customer support channels, WhatsApp, telephone, email, forms, dealer or partner portals, social media, events, physical locations, AI-powered chat services or other Loom Solar services.

This Policy applies to customers, website visitors, prospective customers, dealers, distributors, installers, vendors, business partners and other individuals who interact with Loom Solar.

This Policy should be read in accordance with applicable laws and regulations in India, including applicable provisions of the Digital Personal Data Protection Act, 2023, the Digital Personal Data Protection Rules, 2025, the Information Technology Act, 2000 and other applicable rules and regulations.

By accessing or using our website or voluntarily providing information to Loom Solar, you acknowledge the practices described in this Privacy Policy.

About Loom Solar

Loom Solar Pvt. Ltd. is engaged in solar energy products and solutions, including solar panels, solar inverters, lithium batteries, energy storage solutions and related solar installation, engineering, support and other services.

Our digital platforms may allow users to:

  • Explore solar products and solutions

  • Purchase products online

  • Request quotations

  • Schedule an engineer visit

  • Request a site survey

  • Upload electricity bills

  • Calculate or assess solar requirements

  • Submit subsidy-related enquiries

  • Request financing assistance

  • Register service or warranty requests

  • Apply for dealership or partnership

  • Interact with customer support

  • Interact with AI-powered chat assistants

  • Submit forms and documents

  • Verify products or serial numbers

  • Participate in promotions, campaigns or events

Information We May Collect

The information we collect depends on how you interact with Loom Solar and which services you use.

2.1 Personal and Contact Information

We may collect information such as:

  • Full name

  • Mobile number

  • Email address

  • Postal address

  • City

  • State

  • PIN code

  • Country

  • Preferred language

  • Communication preferences

2.2 Solar Requirement Information

When you enquire about a solar system, we may collect information such as:

  • Monthly electricity bill

  • Electricity consumption

  • Electricity connection type

  • Residential or commercial property type

  • Proposed installation address

  • Available rooftop or ground area

  • Roof type

  • Shading information

  • Required system capacity

  • Existing power backup system

  • Grid availability

  • Product preferences

  • Solar installation requirement

  • Electricity tariff information

  • Photographs or videos of the installation site

This information may be used to recommend appropriate solar products, system capacity and services.

Electricity Bill Uploads

Where Loom Solar provides an electricity-bill upload facility, customers may upload electricity bills in formats such as PDF, JPG, JPEG or other supported formats.

The information available on an uploaded electricity bill may include:

  • Consumer name

  • Consumer/account number

  • Electricity provider

  • Address

  • Sanctioned load

  • Electricity consumption

  • Billing period

  • Bill amount

  • Meter or tariff information

  • Other information printed on the electricity bill

We may use this information to:

  • Analyse your electricity consumption

  • Estimate appropriate solar capacity

  • Calculate potential savings

  • Assist with solar system recommendations

  • Prepare quotations

  • Support subsidy or net-metering related processes

  • Facilitate requested solar services

Please avoid uploading documents that are unrelated to the service you are requesting.

Site Survey and Engineer Visit Information

When you request an engineer visit or site survey, we may collect:

  • Customer name

  • Contact details

  • Installation address

  • Location or site details

  • Roof measurements

  • Roof photographs

  • Shading information

  • Electrical infrastructure information

  • Electricity meter information

  • Site accessibility information

  • Recommended solar system details

  • Engineer observations

Photos, videos or technical information collected during a site visit may be retained for installation planning, quality assurance, service, warranty and project records.

Order, Payment and Transaction Information

When you purchase a Loom Solar product or service, we may process information including:

  • Product purchased

  • Order number

  • Invoice information

  • Billing address

  • Shipping address

  • Delivery details

  • Installation details

  • Payment status

  • Refund information

  • Cancellation information

  • Transaction reference information

Payments may be processed through banks, payment gateways or other authorised payment service providers.

Where a third-party payment gateway processes your payment, Loom Solar may not directly receive or store your complete credit card, debit card, UPI PIN, CVV or internet-banking credentials.

You should never share your OTP, UPI PIN, ATM PIN or banking password with Loom Solar representatives or through our AI chatbot.

Finance and Loan Enquiries

Loom Solar may assist customers with enquiries relating to financing solar installations.

For this purpose, we may collect information necessary to understand or facilitate your finance request, such as:

  • Name

  • Contact information

  • Location

  • Solar project value

  • Requested financing amount

  • Income or business information, where required

  • Basic eligibility information

  • Documents requested by a financing partner

Your actual loan application may be processed by a bank, NBFC, fintech company or other lending partner.

Such financial institutions may independently collect additional information and process your personal data according to their own privacy policies and applicable regulatory requirements.

Loom Solar does not guarantee loan eligibility, loan approval, interest rates or disbursement.

Government Subsidy and Net-Metering Assistance

Where customers request assistance relating to government solar schemes, subsidy applications or net metering, we may collect information required to facilitate the requested service.

This may include:

  • Customer details

  • Installation address

  • Electricity connection details

  • Consumer number

  • Solar system information

  • Installation documents

  • Electricity bills

  • Documents required by DISCOMs or government portals

Eligibility for government subsidies is determined by the relevant government authority, DISCOM or scheme administrator.

Loom Solar does not guarantee that a customer will receive a government subsidy merely because an enquiry or application has been submitted.

Dealer, Distributor, Installer and Partner Information

If you register or enquire about becoming a Loom Solar dealer, distributor, installer, vendor, Loom Studio partner or other business partner, we may collect:

  • Name

  • Company or business name

  • Mobile number

  • Email address

  • Business address

  • GST information

  • PAN or tax information, where required

  • Business registration information

  • Bank information for authorised business transactions

  • Sales information

  • Order history

  • Outstanding amounts

  • Incentives and reward information

  • Territory information

  • Training records

  • Dealer portal activity

  • Lead-management activity

This information may be used to administer and support our partner network and related commercial relationships.

Customer Support Information

When you contact us through:

  • Telephone

  • WhatsApp

  • Email

  • Website chat

  • AI chatbot

  • Contact forms

  • Social media

  • Dealer portal

  • Service portal

  • Physical customer-support channels

we may collect and retain information about your communication.

This can include:

  • Your name

  • Mobile number

  • Email

  • Conversation history

  • Chat messages

  • Complaint information

  • Product information

  • Warranty information

  • Service request details

  • Photographs or videos submitted by you

  • Supporting documents

  • Feedback

Telephone calls may be recorded or monitored where permitted by applicable law for customer service, quality, training, fraud prevention and dispute-resolution purposes.

Website and Technical Information

When you access Loom Solar's website or other digital platforms, certain technical information may be collected automatically.

This may include:

  • IP address

  • Browser type

  • Operating system

  • Device type

  • Device identifiers

  • Approximate geographic information

  • Referring URL

  • Pages viewed

  • Time spent on pages

  • Date and time of visit

  • Click activity

  • Website navigation

  • Form interactions

  • Cookie identifiers

  • Advertising identifiers, where applicable

We may use this data to maintain website security, understand website performance and improve the customer experience.

Cookies and Similar Technologies

Our website may use cookies, pixels, tags, scripts and similar technologies.

Cookies may be used for purposes including:

  • Remembering user preferences

  • Keeping website functions operational

  • Understanding website traffic

  • Measuring advertising performance

  • Analysing customer journeys

  • Preventing fraudulent activity

  • Improving website functionality

  • Personalising content

  • Supporting marketing campaigns

Some cookies may be provided by third-party analytics, advertising, payment, communication or technology service providers.

Where required, you may be provided with options to accept, reject or manage non-essential cookies.

You may also manage cookies through your browser settings. Disabling certain cookies may affect some website functions.

How We Use Your Information

Loom Solar may process information for purposes such as:

  • Responding to enquiries

  • Providing product information

  • Recommending appropriate solar solutions

  • Preparing quotations

  • Processing orders

  • Processing payments

  • Delivering products

  • Scheduling engineer visits

  • Conducting site surveys

  • Coordinating installation

  • Commissioning solar systems

  • Providing warranty services

  • Handling complaints

  • Providing after-sales support

  • Facilitating finance enquiries

  • Supporting subsidy-related requests

  • Supporting net-metering processes

  • Managing uploaded electricity bills

  • Calculating potential solar savings

  • Verifying product serial numbers

  • Operating customer and dealer portals

  • Managing dealers and distributors

  • Providing customer-support services

  • Sending transactional notifications

  • Improving our website

  • Improving products and services

  • Conducting analytics

  • Preventing fraud and misuse

  • Maintaining platform security

  • Complying with legal obligations

  • Maintaining business records

  • Resolving disputes

  • Providing AI-assisted customer support

  • Training and improving support workflows using appropriately managed data

  • Conducting customer satisfaction surveys

  • Sending promotional communication where permitted

Communication Through SMS, Email, Phone and WhatsApp

If you provide your contact details to Loom Solar, we may contact you in connection with your enquiry, order, installation, service request or other relationship with Loom Solar.

Communication may be made through:

  • Telephone

  • SMS

  • Email

  • WhatsApp

  • Push notifications

  • Other communication channels selected by you or reasonably necessary to provide the requested service

Transactional messages may include:

  • Order confirmations

  • Delivery updates

  • Installation updates

  • Appointment reminders

  • Engineer visit information

  • Payment information

  • Warranty information

  • Service-ticket updates

Subject to applicable law and your preferences, we may also send promotional information about products, offers, events and services.

Where an opt-out or unsubscribe mechanism is provided, you may use it to stop receiving applicable promotional communications.

AI Chat / AI Assistant Policy

Loom Solar may use Artificial Intelligence (“AI”) powered chatbots, virtual assistants or AI-assisted systems on its website or other digital communication channels.

AI services are designed to help users quickly obtain information about Loom Solar's products and services.

Information You Share With the AI Chatbot

When you use our AI chat service, we may process information you voluntarily provide, such as:

  • Name

  • Mobile number

  • Email address

  • PIN code

  • City or state

  • Solar requirement

  • Electricity bill amount

  • Required solar capacity

  • Product enquiries

  • Installation questions

  • Service-related questions

  • Messages submitted in the chat

  • Uploaded documents, where the feature is available

Your interaction with the chatbot may be recorded and stored.

How AI Chat Information May Be Used

Information collected through AI chat may be used to:

  • Respond to your questions

  • Understand your solar requirements

  • Recommend relevant Loom Solar products

  • Provide general product information

  • Estimate suitable solar capacity

  • Provide general information about installation

  • Create or route sales enquiries

  • Create customer-support requests

  • Arrange an engineer visit

  • Route conversations to Loom Solar employees

  • Improve chatbot performance

  • Improve customer experience

  • Detect misuse, fraud or security threats

AI Responses May Not Always Be Accurate

AI systems can occasionally generate:

  • Incorrect information

  • Incomplete information

  • Outdated information

  • Misinterpreted information

  • Answers that do not fully reflect a customer's particular situation

Therefore, information generated by the AI chatbot should generally be treated as informational assistance and should not automatically be treated as a final contractual commitment from Loom Solar.

For important decisions regarding:

  • Product specifications

  • Pricing

  • Availability

  • Warranty

  • Subsidy

  • Financing

  • Installation

  • Electricity savings

  • Government schemes

  • Technical design

  • Legal matters

customers should confirm the relevant information with an authorised Loom Solar representative or through official Loom Solar documentation.

AI Chat Is Not Professional Advice

Information provided through Loom Solar's AI chatbot is intended for general customer assistance.

It should not be considered:

  • Legal advice

  • Financial advice

  • Tax advice

  • Investment advice

  • Electrical engineering certification

  • Government approval

  • Loan approval

  • Subsidy approval

Where specialised advice is required, customers should consult the appropriate qualified professional, lender, government authority, DISCOM or Loom Solar technical representative.

Sensitive Information Should Not Be Shared With AI Chat

Users should not submit unnecessary sensitive or confidential information through the AI chatbot.

In particular, please do not enter:

  • OTPs

  • UPI PINs

  • ATM PINs

  • Debit/credit card CVVs

  • Banking passwords

  • Internet banking passwords

  • Account login passwords

  • Private authentication codes

  • Other confidential credentials

Loom Solar representatives will not legitimately require your banking password, UPI PIN or OTP through an AI chatbot.

Human Support and AI Escalation

Where appropriate, an AI chatbot conversation may be transferred or escalated to a human Loom Solar representative.

A representative may review relevant portions of your conversation to:

  • Understand your enquiry

  • Resolve technical issues

  • Provide quotations

  • Arrange an engineer visit

  • Resolve complaints

  • Provide service or warranty support

You may request human assistance when such an option is available.

Responsible Use of AI Services

Users must not intentionally misuse Loom Solar AI systems.

Prohibited use may include attempts to:

  • Circumvent security controls

  • Extract confidential system information

  • Introduce malware

  • Conduct fraudulent activity

  • Impersonate another person

  • Abuse or disrupt Loom Solar systems

  • Attempt unauthorised access to customer or company information

Loom Solar may restrict access to AI services where misuse or security risks are detected.

Sharing of Personal Information

Loom Solar may share personal information with trusted third parties where reasonably necessary to provide requested products or services.

These may include:

  • Installation partners

  • Service technicians

  • Logistics providers

  • Courier companies

  • Warehousing partners

  • Payment processors

  • Banks and NBFCs

  • Financing partners

  • Insurance providers, where applicable

  • Technology service providers

  • Cloud service providers

  • CRM providers

  • Customer-support platforms

  • Communication service providers

  • WhatsApp or messaging service providers

  • Analytics providers

  • Advertising providers

  • Government authorities

  • DISCOMs

  • Auditors, professional advisers or consultants

We expect service providers processing personal information on our behalf to use appropriate safeguards and process information for authorised purposes.

Government and Legal Disclosure

Loom Solar may disclose information where reasonably necessary to:

  • Comply with applicable law

  • Respond to a valid government request

  • Respond to a court order

  • Cooperate with law-enforcement agencies

  • Investigate suspected fraud

  • Protect Loom Solar's legal rights

  • Protect customers or the public

  • Enforce contractual terms

  • Address cybersecurity incidents

Data Security

Loom Solar seeks to use reasonable technical and organisational measures to protect personal information against:

  • Unauthorised access

  • Unauthorised disclosure

  • Accidental loss

  • Misuse

  • Alteration

  • Destruction

  • Cybersecurity threats

Measures may include, where appropriate:

  • Access controls

  • Authentication controls

  • Restricted system permissions

  • Data backup

  • Monitoring

  • Encryption or secure transmission mechanisms

  • Vendor controls

  • Employee access restrictions

  • Cybersecurity practices

However, no website, internet transmission, electronic storage system or digital platform can be guaranteed to be completely secure.

Users should also protect their passwords, devices and account credentials.

Personal Data Breach

If Loom Solar becomes aware of a personal-data breach requiring action or notification under applicable law, we will take reasonable steps to:

  • Investigate the incident

  • Limit its impact

  • Secure affected systems

  • Take appropriate corrective action

  • Make legally required notifications to relevant authorities and/or affected individuals

Data Retention

Loom Solar may retain personal information for as long as reasonably necessary for:

  • Providing requested services

  • Maintaining customer relationships

  • Completing installation projects

  • Warranty management

  • Legal and regulatory compliance

  • Accounting and taxation

  • Fraud prevention

  • Dispute resolution

  • Enforcement of agreements

  • Security

  • Business record-keeping

Different categories of information may have different retention periods.

When information is no longer required and no legal or legitimate reason requires its continued retention, Loom Solar may delete, anonymise or securely dispose of it according to applicable processes.

Your Privacy Rights

Subject to applicable law and the circumstances of your request, you may have rights relating to your personal data, including rights to:

  • Obtain information about how your personal data is being processed

  • Request correction of inaccurate or misleading personal information

  • Request completion of incomplete personal information

  • Request updating of personal information

  • Request erasure where applicable

  • Withdraw consent where processing is based on consent

  • Raise a grievance

  • Exercise other rights provided under applicable data-protection laws

Certain requests may be subject to legal, regulatory, contractual or record-retention requirements.

We may need to verify your identity before processing a privacy request.

Withdrawal of Consent

Where processing is based on your consent, you may withdraw that consent using the method made available by Loom Solar or by contacting us.

Withdrawal of consent will not automatically affect processing that was lawfully carried out before the withdrawal.

Certain products or services may require specific information to operate. If you withdraw consent necessary for providing such a service, Loom Solar may be unable to continue that particular service.

Accuracy of Information

You are responsible for providing information that is accurate and up to date.

If your contact details or other personal information changes, you may contact Loom Solar to request an update.

Children's Privacy

Loom Solar's products and commercial services are primarily intended for adults and businesses.

We do not knowingly intend to collect children's personal data except where legally permitted and appropriate.

Where applicable law requires parental or guardian consent before processing a child's personal information, we will endeavour to follow the applicable requirements.

Parents or guardians who believe a child has provided personal data to Loom Solar inappropriately may contact us.

Third-Party Websites and Services

The Loom Solar website may contain links to third-party websites, applications, payment platforms, social media services or government portals.

Examples may include:

  • Payment gateways

  • Financing partners

  • Government subsidy portals

  • DISCOM websites

  • Social media platforms

  • WhatsApp

  • External forms or applications

Loom Solar does not control the privacy practices of independent third-party websites.

When you access a third-party service, its own terms and privacy policy may apply.

We recommend reviewing the privacy policy of the relevant third party.

Social Media

If you interact with Loom Solar through platforms such as Facebook, Instagram, YouTube, LinkedIn or other social media services, information may also be processed by the relevant social media provider.

The platform's own privacy terms will apply to its independent processing activities.

Advertising and Analytics

Loom Solar may use analytics and advertising technologies to understand:

  • Website traffic

  • Marketing campaign performance

  • User interactions

  • Conversion activity

  • Product interest

Subject to applicable law and user choices, information collected through these technologies may be used to show more relevant Loom Solar advertisements.

Third-party advertising and analytics platforms may process information according to their own privacy policies.

International Data Processing

Some technology, cloud, analytics, communication or other service providers used by Loom Solar may process information using infrastructure located outside the state or country from which you access our services.

Where cross-border processing occurs, Loom Solar will seek to handle personal information in accordance with applicable legal requirements relating to data transfers.

Business Transfers

If Loom Solar undergoes a merger, acquisition, restructuring, financing, sale of assets or similar corporate transaction, relevant information may be transferred as part of that transaction, subject to applicable law and appropriate safeguards.

Marketing Preferences

Subject to applicable law, Loom Solar may communicate with customers and prospective customers regarding:

  • Solar products

  • New launches

  • Offers

  • Discounts

  • Dealer programmes

  • Events

  • Exhibitions

  • Services

  • Solar awareness campaigns

Where applicable, users may opt out of promotional messages through available unsubscribe or opt-out mechanisms.

Transactional or service-related messages may still be sent where necessary to complete or support an existing transaction or service.

Fraud Prevention

Loom Solar may process information for detecting, investigating and preventing activities such as:

  • Fake orders

  • Payment fraud

  • Identity misuse

  • Dealer or partner fraud

  • Website abuse

  • Unauthorised account access

  • Malicious chatbot activity

  • Cyberattacks

Where necessary, access to Loom Solar services may be limited or suspended to protect customers, Loom Solar or other parties.

Changes to This Privacy Policy

Loom Solar may update this Privacy Policy periodically due to:

  • Changes in law

  • Changes to our products

  • Changes in technology

  • Changes in website features

  • Introduction of new services

  • Changes to our AI systems

  • Changes in business operations

When this Policy is updated, the latest version may be published on the Loom Solar website with an updated “Last Updated” date.

We encourage users to review this Policy periodically.

Contact Us & Grievance Redressal

If you have questions, concerns or requests relating to this Privacy Policy, your personal information or Loom Solar's data practices, you may contact Loom Solar through the email "hello@loomsolar.com" or phone "8750778800".