Last updated: March 2026
Agreement to Our Legal Terms
We are Havenwise Limited (“Company,” “we,” “us,” or “our”), a company registered in the United Kingdom at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
We operate the website https://www.havenwise.co.uk (the “Site”), the mobile application Havenwise App (the “App”), the Havenwise Installer Portal (the “Installer Portal”), as well as any other related products and services that refer or link to these legal terms (the “Legal Terms”) (collectively, the “Services”).
You can contact us by email at legal@havenwise.co.uk or by mail to 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
These Legal Terms constitute a legally binding agreement between you and Havenwise Limited concerning your access to and use of the Services. By accessing the Services, you confirm that you have read, understood, and agreed to these Legal Terms.
IMPORTANT: If you do not agree with these terms, you are expressly prohibited from using the Services and must discontinue use immediately.
Services for Users Over 18
The Services are intended for users who are at least 18 years old. Persons under 18 are not permitted to use or register for the Services.
1. OUR SERVICES
Havenwise provides a heat pump monitoring, optimisation, and control service. Through our platform, we connect to your heat pump system via the manufacturer’s application programming interface (API) or other integration methods to provide performance monitoring, efficiency optimisation, and remote control capabilities.
Nature of the Service
Commands: Our Service operates by sending operational commands (such as temperature setpoints, schedules, and mode instructions) to your heat pump via the manufacturer’s cloud platform or API.
Monitoring: Our Service connects to your heat pump system via the manufacturer’s API and collects operational data from your heat pump, including temperatures, energy consumption data, and more. The purpose of the data collection is to ensure the efficient operation of your heat pump, remote diagnostics, and effective support if needed.
No physical access: We do not physically access or modify the hardware of your heat pump. The manner in which your heat pump responds to commands depends on the manufacturer’s systems, firmware, and the heat pump’s own operational logic. In some cases, we may recommend that you or your installer manually adjust certain settings on the heat pump unit itself, depending on the manufacturer and model.
No Guarantee of Compatibility
We do not guarantee compatibility between our Service and any particular heat pump make, model, or firmware version. Even if a specific model has previously been connected to our platform, we cannot guarantee that it will remain compatible, or that all features of our Service will function with your system. Compatibility may be affected by manufacturer firmware updates, API changes, regional variations in hardware, or other factors outside our control. You acknowledge that the availability of integration with any specific heat pump is provided on a best-efforts basis and may be withdrawn or altered at any time.
No Responsibility for Energy Bills
While our Service aims to optimise the efficiency and running cost of your heat pump, we accept no liability for your energy bills or energy costs. Our optimisation algorithms provide recommendations and adjustments intended to improve efficiency, but actual energy consumption and costs depend on numerous factors outside our control, including but not limited to: energy tariff rates and changes, property insulation and thermal characteristics, weather conditions, occupancy patterns, heat pump condition and age, and your personal comfort preferences. You are solely responsible for monitoring your energy usage and costs.
No Responsibility for Heat Pump Performance
We are not responsible for the performance, condition, or operation of your heat pump. Our Service provides commands and recommendations only. The physical operation of your heat pump, its efficiency, reliability, and any faults or malfunctions are the responsibility of the heat pump manufacturer and/or your installer. We shall not be liable for any damage to your heat pump, heating system, or property arising from the use of our Service, except to the extent caused by our gross negligence or wilful misconduct.
Physical Setup Recommendations
We may provide recommendations regarding the physical configuration of your heating system, including but not limited to thermostat setpoints, thermostatic radiator valve (TRV) positions, and other ancillary equipment settings. These recommendations are provided as general guidance to support the effective operation of our Service and are not tailored engineering advice. You follow any such recommendations at your own discretion and risk. We accept no liability for any issues arising from changes you make to your physical heating setup based on our recommendations, including but not limited to discomfort, increased energy consumption, or damage to your heating system or property.
2. INSTALLER PORTAL
We provide an Installer Portal that enables professional heat pump installers and maintenance providers to set up end users with the Havenwise Service, monitor system performance, and access diagnostic information for the systems they have installed or maintain. The Installer terms can be accessed separately.
Installer Access and Obligations
Installers must register for a separate Installer Portal account and accept these Installer Portal Terms of Use before gaining access.
Through the Installer Portal, installers may: view heat pump operational and performance data for their linked customers; access diagnostic information, fault logs, and system alerts; set up new end-user accounts on behalf of homeowners; and send remote commands to heat pumps they are linked to, such as adjusting setpoints or schedules.
Installers may view customer heat pump data but may not modify, export, or share customer personal data beyond what is necessary to provide installation, maintenance, or support services.
Installers are responsible for ensuring that their use of the Installer Portal complies with all applicable data protection laws, including UK GDPR.
Customer Rights Regarding Installer Access
Visibility: If your heat pump system is linked to an installer through our platform, that installer will have access to your heat pump’s operational and performance data, including temperature readings, COP data, error codes, and runtime information.
Revocation: You may revoke your installer’s access to your data at any time by contacting us at legal@havenwise.co.uk. Upon revocation, the installer will no longer be able to view your system data or send commands to your heat pump through the Installer Portal.
Scope: Installer access is limited to heat pump performance and diagnostic data. Installers do not have access to your personal account information, billing details, or energy supplier data.
Partner arrangements: Where your access to the Services is provided through a Partner, that Partner may independently collect, retain, and use data about you and your heat pump system outside of our platform, in accordance with the Partner's own terms and conditions. This is separate from the installer access described above, which is governed by these Legal Terms. You should review the Partner's terms for full details on how they handle your data.
3. INTELLECTUAL PROPERTY RIGHTS
Our Intellectual Property
We are the owner or the licensee of all intellectual property rights in our Services, including all source code, databases, functionality, software, website designs, audio, video, text, photographs, graphics, algorithms, and machine learning models (collectively, the “Content”), as well as the trademarks, service marks, and logos contained therein (the “Marks”).
Our Content and Marks are protected by copyright and trademark laws. The Content and Marks are provided “AS IS” for your personal, non-commercial use only.
Your Use of Our Services
Subject to your compliance with these Legal Terms, we grant you a non-exclusive, non-transferable, revocable licence to access the Services and to download or print a copy of any portion of the Content to which you have properly gained access, solely for your personal, non-commercial use.
No part of the Services, Content, or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose without our express prior written permission.
Your Submissions
By sending us any questions, comments, suggestions, ideas, feedback, or other information about the Services (“Submissions”), you agree to assign to us all intellectual property rights in such Submissions. You agree that we shall own this Submission and be entitled to its unrestricted use for any lawful purpose, without acknowledgment or compensation to you.
4. USER REPRESENTATIONS
By using the Services, you represent and warrant that:
All registration information you submit will be true, accurate, current, and complete.
You will maintain the accuracy of such information and promptly update it as necessary.
You have the legal capacity and agree to comply with these Legal Terms.
You are not a minor in the jurisdiction in which you reside.
You will not access the Services through automated or non-human means, such as bots or scripts, without our prior written consent.
You will not use the Services for any illegal or unauthorised purpose.
Your use of the Services will not violate any applicable law or regulation.
If any information you provide is untrue, inaccurate, not current, or incomplete, we reserve the right to suspend or terminate your account and refuse any and all current or future use of the Services.
5. USER REGISTRATION
You may be required to register to use the Services. You agree to keep your password confidential and are responsible for all use of your account and password. We reserve the right to remove, reclaim, or change a username you select if we determine that it is inappropriate, obscene, or otherwise objectionable.
6. PURCHASES AND PAYMENT
We provide paid products and/or services within the Services. By submitting payment information, you grant us the right to provide this information to third-party payment processors to facilitate your purchase. You agree to provide current, complete, and accurate purchase and account information. We reserve the right to refuse any order. All payments shall be made in the currency specified at the time of purchase. You are responsible for any applicable taxes and fees.
7. SUBSCRIPTIONS
Some of the Services may be available on a subscription basis.
Automatic Renewal. Unless you cancel your subscription before the renewal date, your subscription will automatically renew under the same conditions and for the same subscription period. You authorise us to charge your payment method for the renewal.
Cancellations. You may cancel your subscription at any time. However, any payments already made are non-refundable, and cancellation will take effect at the end of the current billing cycle.
8. PARTNER PROGRAMMES
We may from time to time partner with third-party organisations (“Partners”), such as energy suppliers, heat pump manufacturers, or installers, who may provide you with access to our Services as part of their own products, promotions, or service offerings. This section applies to you if your access to the Services was provided through or in connection with a Partner.
Partner-Originated Subscriptions
Where your access to the Services is provided through a Partner, the duration, scope, and terms of your subscription may be determined by the arrangement between us and the Partner. In such cases:
Your subscription period will be as communicated to you by the Partner or by us at the point of activation, and may differ from our standard subscription terms.
You will not be charged directly by us for the subscription period provided through the Partner, unless otherwise stated.
At the end of the Partner-provided subscription period, you may choose to subscribe to the Services independently on our standard terms, or allow your access to expire.
Where your access is provided through a partner, we will share your heat pump performance data and account information with that Partner for the purposes of service delivery, reporting and contract management. This sharing is necessary for us to deliver the Service under the Partner arrangement and is carried out on the basis of our legitimate interest in fulfilling that arrangement.
Applicable Terms
If you access the Services through a Partner, you may be subject to both these Legal Terms and the Partner’s own terms and conditions. It is your responsibility to review and comply with any terms imposed by the Partner. In the event of a conflict between these Legal Terms and the Partner’s terms regarding the use of our Services, these Legal Terms shall prevail.
Offboarding and Settings Restoration
When your Partner-provided subscription ends (whether through expiry, cancellation, or termination of the Partner arrangement), and you do not continue with an independent subscription:
If agreed by Us and the Partner, you will be offered the option to restore your heat pump to the system settings that were in place prior to your use of the Services.
We will take reasonable steps to capture and retain your pre-Service settings at the point of activation for this purpose.
The option to restore settings will remain available for a period of no less than 60 days after your subscription expires or any continuing independent subscription ends, whichever is later.
After this period, we may no longer be able to restore your previous settings and your heat pump will continue to operate with its current configuration.
9. DATA PROTECTION AND PRIVACY
Compliance
All customer data is collected, processed, and stored in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details on how we handle your personal data, please refer to our Privacy Policy, which is incorporated into these Legal Terms.
Data Hosting and Processing
Customer data is hosted within the United Kingdom or European Union wherever possible.
Where data is processed by service providers located outside the EU, we ensure that those providers are tier-one providers who process data in accordance with EU and UK data protection regulations, including through the use of appropriate safeguards such as Standard Contractual Clauses or adequacy decisions.
We regularly review our data processing arrangements to ensure ongoing compliance.
Use of Data to Improve the Service
Your heat pump operational and performance data (including but not limited to temperature readings, COP measurements, energy consumption, and system behaviour) will be used to train and improve our optimisation algorithms. This processing is carried out with the express purpose of improving the Service for you and all users. Where possible, data used for algorithm training is aggregated and anonymised. This processing is carried out on the legal basis of legitimate interest, as it is directly related to and necessary for the improvement of the service you have subscribed to.
Data Shared with Installers
Where your heat pump system is linked to an installer through our Installer Portal, we make your heat pump’s operational data (such as performance metrics, diagnostic information, and error logs) available to that installer. This is done to enable remote diagnostics, maintenance support, and system optimisation. You may revoke this access at any time as described in the Installer Portal section above.
10. SOFTWARE
If you download or use software provided by us as part of the Services, you are granted a revocable, non-exclusive, non-transferable licence to use the software solely in connection with the Services. You may not modify, adapt, decompile, reverse-engineer, disassemble, or attempt to derive the source code of the software, or use the software to create a competing product or service.
11. PROHIBITED ACTIVITIES
You may not access or use the Services for any purpose other than that for which we make the Services available. You agree not to:
Engage in unauthorised framing or linking to the Services.
Circumvent, disable, or interfere with security features of the Services.
Engage in activities that disrupt the functionality of the Services.
Use the Services to harass, abuse, or harm others.
Use the Services to transmit spam or other unsolicited messages.
Attempt to gain unauthorised access to heat pump systems or data belonging to other users.
Use the Services, or data obtained through the Services, for any purpose not expressly authorised by these Legal Terms.
12. USER-GENERATED CONTRIBUTIONS
The Services may allow you to upload, post, or share content (“Contributions”). By providing Contributions, you confirm that your Contributions do not violate the rights of any third party, you have the necessary rights to provide them, and they are not unlawful, abusive, defamatory, or otherwise objectionable.
We are not responsible for screening or monitoring Contributions, but reserve the right to remove them at our discretion. By posting Contributions, you grant us a perpetual, irrevocable, worldwide, royalty-free, and sublicensable licence to use, reproduce, modify, display, distribute, and perform the Contributions in connection with the Services.
13. MOBILE APPLICATION LICENCE
If you use our mobile application, we grant you a limited, revocable, non-exclusive, and non-transferable licence to install and use the application on your device for personal, non-commercial purposes. You agree not to modify, decompile, reverse-engineer, or tamper with the mobile application, or use it in any manner that violates applicable laws or these Legal Terms.
14. REFERRALS
Refer a new user to Havenwise and you both receive account credit when they become a paying subscriber. The standard referral reward is £10 credit for each party.
March 2026 promotional bonus: Until 31 March 2026, the referral reward is temporarily increased to £20 credit for each party. The referred user must become a paying subscriber before the end of 31 March 2026 to qualify for the promotional amount. After this date, the reward reverts to £10.
You must hold an active paid Havenwise subscription at the time the referred user subscribes. The referred user must be new to Havenwise. Self-referrals are not permitted. Credit is only issued once the referred user becomes a paying subscriber.
Credit is applied to future subscription payments only. It has no cash value, cannot be withdrawn or transferred, and is forfeited if your account is cancelled.
Havenwise may change the reward amount, run further promotions, or discontinue the programme at any time. We reserve the right to withhold or reclaim credit if we reasonably believe the programme is being abused, including through fake accounts, quick cancellations, or bulk distribution of referral links.
15. THIRD PARTY WEBSITES AND CONTENT
The Services may contain links to third-party websites or content. We do not endorse or assume any responsibility for third-party content or practices. You access these websites at your own risk and should review their terms and privacy policies.
16. SERVICES MANAGEMENT
We reserve the right to monitor the Services for violations of these Legal Terms, take appropriate legal action, refuse or restrict access to the Services for any reason, and modify or discontinue the Services without prior notice. We are not liable for any loss or damage resulting from your inability to access the Services.
17. TERM AND TERMINATION
These Legal Terms remain in effect while you use the Services. We may suspend or terminate your rights to use the Services at any time for any reason, including for any breach of these Legal Terms.
Upon termination, your access to the Services will be revoked. Any provisions of these Legal Terms that, by their nature, should survive termination shall remain in full effect, including but not limited to intellectual property, limitations of liability, indemnification, and data retention obligations.
18. MODIFICATIONS AND INTERRUPTIONS
We reserve the right to change, modify, or remove the contents of the Services at any time at our discretion without notice. We cannot guarantee the Services will be available at all times. You agree that we are not liable for any interruptions, delays, or downtime of the Services, including any impact on your heat pump’s operation during service interruptions.
19. GOVERNING LAW
These Legal Terms are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales for resolving any disputes.
20. DISPUTE RESOLUTION
Informal Resolution. If a dispute arises, you agree to first contact us at legal@havenwise.co.uk to attempt to resolve the issue informally.
Formal Proceedings. If we cannot resolve the dispute informally within 30 days, either party may commence formal legal proceedings in the courts of England and Wales.
21. CORRECTIONS
There may be information in the Services that contains typographical errors, inaccuracies, or omissions. We reserve the right to correct any errors and to change or update information at any time without prior notice.
22. DISCLAIMER
THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
Without limiting the foregoing, we make no warranties or representations about:
The accuracy or completeness of the Services’ content or any performance data displayed.
The availability of the Services without interruption.
The compatibility of our Service with any specific heat pump make, model, or firmware version.
The accuracy of any energy saving estimates, COP calculations, or efficiency recommendations.
The effect of our Service on your energy bills or heat pump performance.
Nothing in these Legal Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
23. LIMITATIONS OF LIABILITY
To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, arising from or related to:
Your use of, or inability to use, the Services.
Any changes to your energy bills or energy costs.
Any damage to, or malfunction of, your heat pump or heating system.
Any incompatibility between our Service and your heat pump.
Any service interruptions, downtime, or data loss.
Any unauthorised access to or use of your account.
Our total aggregate liability to you for all claims arising from or related to these Legal Terms or the Services shall not exceed the total amount you have paid to us in the twelve (12) months immediately preceding the event giving rise to the claim.
24. INDEMNIFICATION
You agree to defend, indemnify, and hold us harmless from and against any claims, liabilities, damages, losses, or expenses arising out of or related to your use or misuse of the Services, your violation of these Legal Terms, or your violation of the rights of any third party.
25. USER DATA
We will maintain certain data that you transmit to the Services for the purpose of managing the performance of the Services. You are solely responsible for all data that you transmit or that relates to any activity you have undertaken using the Services. You agree that we shall have no liability to you for any loss or corruption of such data, and you hereby waive any right of action against us arising from any such loss or corruption of data.
26. ELECTRONIC COMMUNICATIONS, TRANSACTIONS AND SIGNATURES
By using the Services, you consent to receive electronic communications from us, including system alerts, maintenance notifications, and performance reports. You agree that all agreements, notices, disclosures, and other communications we provide to you electronically satisfy any legal requirement that such communication be in writing.
27. MISCELLANEOUS
These Legal Terms constitute the entire agreement between you and us regarding your use of the Services. Our failure to enforce any provision shall not be considered a waiver of such provision. If any provision is found to be unlawful, void, or unenforceable, the remaining provisions shall remain in effect. You may not assign these Legal Terms without our prior written consent. We may assign these Legal Terms without restriction.
27. CONTACT US
If you have any questions or concerns about these Legal Terms, you may contact us at:
Email: legal@havenwise.co.uk
Mail: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
