Company Information

Welcome to Cool Energy Eco Services. This page provides detailed information about our business practices, policies, and commitments to our customers.

Business Information:

Company Name: Cool Energy Eco Services Ltd

Company number: 12849035

Registered office address: 163 Cleethorpe Road, Grimsby, North East Lincolnshire, United Kingdom, DN31 3AX

Contact Telephone: 01472 867497

Contact Email:

VAT Number: 362748671


Terms of Service:

This website is operated by Cool Energy Eco Services Ltd. Throughout the site, the terms “we”, “us” and “our” refer to Cool Energy. Cool Energy offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted with IONOS via a WordPress design.


By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.


We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.


We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.


Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.


Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.


We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.


We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.


Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.


If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.


Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.


Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.


In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.


We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Cool Energy Shop, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.


You agree to indemnify, defend and hold harmless Cool Energy Shop and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.


In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.


The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).


The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.


These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.


You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.


Questions about the Terms of Service should be sent to us at

In addition, you agree to our Messaging Terms ( and Messaging Privacy Policy (


Privacy Policy:

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from (the “Site”).

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
– “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit
– “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
– “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
– Communicate with you;
– Screen our orders for potential risk or fraud; and
– When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store–you can read more about how Shopify uses your Personal Information here: We also use Google Analytics to help us understand how our customers use the Site — you can read more about how Google uses your Personal Information here: You can also opt-out of Google Analytics here:

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at

You can opt out of targeted advertising by using the links below:
– Facebook:
– Google:
– Bing:

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at:

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

The Site is not intended for individuals under the age of 16.

In addition, you agree to our Messaging Terms ( and Messaging Privacy Policy (

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at


App Policy:

In this policy, some names are defined as follows:
Personal data: refers to the data information generated, collected, recorded and stored electronically or otherwise, which can be used to identify personal identity and activities
Smart device: refers to the computing equipment produced or manufactured by hardware manufacturers, with the data transmission ability of human-machine interface and wireless connection to the network, including: smart home appliances, smart wearable devices, etc.
Application program: refers to the mobile application program (including mobile phone client or small program) developed by The Yuanxuan Smart Intelligence, which can help users to realize the remote interactive use with smart devices.

1. Rules for personal data collection
1. What personal data do we collect
In order to provide you, we need the necessary personal data you need to provide these services. If you do not agree to provide it, we may not be able to serve you.
1) Register account data: When you register an account with our application, we may collect your account name and contact information, such as an email address or phone number as the login account.
2) Feedback information: If there are feedback and functional suggestions when using the service, we will collect your feedback content, in order to timely deal with the problems of the application or smart devices.
3) Image recognition: When adding a smart device, the application selects an image file from the album and uploads the selected image to the scanning recognition API in a third-party SDK. This is used to obtain the QR code and barcode information in the image as the device ID value, enabling the smart device to be added to the user’s device list. We will not save the original file of the uploaded image.
4) Log information: When you use this App, in order to improve your user experience, the system and abnormal logs may be uploaded, including your IP address, language preference setting, operating system version, access date or time, etc., so that we can easily and accurately identify problems and help you solve them in time.
2. Information related to smart devices
When you use a smart device, we collect some basic and pre-write information about the smart device and the data that you generate while using the smart device.
1) Basic information about smart devices: When you connect a smart device to a service, we may collect basic information about your smart device, such as device name, device ID, online status, activation time, firmware version, and upgrade information.
2) Information collected in connecting smart devices: According to the type of smart device you need to connect, whether the smart device is through Wi-Fi, connection, or 4G wireless connection, we will collect IP, Mac, IMEI data of smart devices.
3) Information of smart device report: Based on the different smart devices you choose to connect to the service, we may collect different information of your smart device report, such as firmware version, setting parameters, alarm data, and running data. To enable us to implement the functionality of the application, and to solve the device running problem when needed.
3. System permissions related to the application functions
When you use the following application functions, our application will request you for the following system permissions related to personal data:
(1) Camera permission: the application opens the mobile phone camera to scan the bar code or QR code of smart devices, and add the hardware device to the user’s device list.
(2) Access to the photo album: When the application adds the smart device, select the two-dimensional code picture shared by the smart device saved in the photo album to scan the code to add the smart device to the user’s device list. We do not collect the picture file information in the album.
(3) Storage permission: In order to ensure the stable operation of the application, we need to read / write the storage permission of your device, read / write the application running log information and other necessary information in the storage space of the device, to realize the function of obtaining the local log information of the application.
(4) Location information: When the application can configure the WiFi module to access the router network, it needs to obtain the location information permission to search the router SSID connected to the mobile phone, and connect the WiFi module to the router through smartConfig.
The above information about personal data, equipment information, and system permissions is not necessary for the operation of application functions, but this information is very important to improve the quality of service, use of specific services and functions, and develop new products or services. We will not force you to provide this information, and your refusal will adversely affect the functionality of the application.
4. Third-party SDK
We will conduct strict testing on accessing third-party SDKs and promptly disclose the latest information on accessing SDKs to you. Please refer to the official privacy policy of third party SDKs for details.

Our product is developed based on the Reactive Native open-source framework of Meta Corporation in the United States. The purpose of use is to implement the basic module for APP operation, provide users with various functional foundations and all framework plugins used will not collect user mobile device information during application operation.

The privacy policy address corresponding to this framework:

5. How do we use your personal data
For personal data, we will use it to provide the main functions of this application program, including:
(1) Create an application account: create a login account in the application to realize the legitimacy and security check of users when they access the smart device.
(2) Equipment access: intelligent devices are operated through the App. We need to verify the legality and authenticity of the equipment by checking the factory MAC information. In addition, if the device needs to be connected to the network, it needs to set the device network through the APP. This process requires you to input the corresponding Wi-Fi name and password, and the information is only used for the device distribution network. The SSID and password data you fill in will be stored in the device locally and will not be uploaded to the server. You can delete this information by restoring the factory device.
(3) Device control and status: You can remotely control the intelligent device through the application program, or you can remotely view the device setting parameters, running status and alarm information
(4) Collect user feedback: The feedback you provide is very valuable to improving our application, application services. To track the feedback you choose to provide, we will contact you using the personal information you provide.
6. How to share your personal data
We will only share your personal data after obtaining your consent, and we will not disclose your personal data to third party companies, organizations or individuals, except where:
1) Third-party service providers that perform certain business-related functions, such as web hosting, data analysis, infrastructure provision, IT services, customer support services, email delivery services, and other similar services, to enable them to provide services to us.
2) Disclosure to customers and other business partners who directly or indirectly provide you with smart devices and communication modules to use our applications and system services.
3) Disclose to the Affiliate or other third party when we need to conduct any reorganization, merger, sale, joint venture, transfer or other disposition (including but not limited to in connection with any bankruptcy or similar proceedings). In this case, you will be notified of any changes in ownership by email or prominently on our website, and the options you may have on your personal data.
4) We sincerely believe that access, use, preservation, or disclosure of information adheres to reasonable and appropriate principles:
Comply with applicable laws, regulations, legal procedures, or legal government requirements
Implement our user agreements and other agreements, policies, and standards, including the investigation of any potential violations;
Protecting our operations and business systems;
Protect the rights, property or safety of us, our users, third parties or the public by law or permission. Perform risk management, screening, and inspection of illegal, fraudulent, deceptive, or malicious activities.
In addition to the circumstances described in this section, you can rest assured that a third party will only obtain your personal data under your authorization.

2. safety precautions
We use commercially reasonable physical, management, and technical protections to protect the integrity and security of your personal data. We adopt a variety of security policies to effectively ensure the data security of users and devices.
Data encryption: We use secure encryption technology to encrypt the transmitted and stored data to ensure that your personal information is not stolen or tampered with.
Access restrictions: Only staff with specific privileges can have access to your personal data and strictly regulate this information.
Security protection: Use a professional security team, and use technology and measures that meet industry standards to prevent malicious attacks, theft and other risks.
If you have reason to believe that you are no longer secure with our products and services (for example, if you think the security of any accounts you may have with us is compromised), you can notify us immediately by email
3. Your rights
We respect your rights and control of your personal data.
If you decide to send us an email, please specify in your request what information you wish to change, whether you wish to remove your personal data from our database, or otherwise let us know what restrictions you wish to impose on our use of your personal data. Please note that for security concerns, we may ask you to verify your identity before taking further action on your request. Under the applicable data protection laws in the relevant jurisdictions, your privacy request will be satisfied within the time frame.
You may exercise any of the following rights:
1. Access rights: Please access your personal data in the application by accessing the [my] function page.
2. Right of correction: I ask us to correct the inaccurate or incomplete personal data about you.
3 Delete right: You can operate in the following ways to delete your personal data through “[my] – [account] and security] – [account cancellation]” in the application. The deleted personal information includes: user account information, associated device information, feedback information, etc.When you delete the information from our service, we may not immediately delete the corresponding information in the backup system, but will delete the information on the backup updates.

4. data transmission
We provide products and services around the world, and personal data may be transmitted, stored and processed outside the country or region where the data was originally collected. Furthermore, the applicable laws in the country and region where we operate may differ from the same applicable laws in your country of residence. According to the Personal Data Protection Framework, to facilitate our operational services, we may transmit, store, and process your personal data in jurisdictions outside of your place of residence.
No matter where personal data is processed, we will protect it under this policy and take appropriate contracts or other measures to protect personal data in accordance with the applicable law.
In particular, we use China data centers to store and process personal data collected and generated in mainland China, except for cross-border data transmission permitted by applicable law.
If you want to further understand the protection measures we take in data transmission, you may contact us directly in the manner described in this policy.

5. How we handle children’s personal information
Protecting young children’s privacy is particularly important to us. The Service does not target individuals under the age of 14 (or other ages required by applicable law in your country / region) and we require them not to provide us with any personal data. We will not intentionally collect personal data on any child unless we first obtain permission from the parent or legal guardian of that child. If we find that we have collected personal data on that child without the permission of any child’s parent or legal guardian, we will take steps to remove that information.

6. Information retention
We use your personal data within the minimum period required to implement the purposes specified in this policy, unless a specific law requires us to keep the data for a longer retention period. We determine the appropriate retention period based on the quantity, nature and sensitivity of your personal data, and after the end of the retention period, we will destroy your personal data.
1) During our products and services, according to the user agreement
2) When requested, delete your personal data, the personal data will no longer be retained and we will complete the task accordingly.
When we are unable to do this for technical reasons, we will ensure that appropriate measures are taken to prevent further use of your personal data.

7. Policy Update
We will irregularly revise, and update, this privacy policy to reflect actual changes in our services. We will notify you by providing reasonable means, including posting a revised privacy policy or sending email notification on our website. We encourage you to check this page regularly for the latest information about our privacy practices.

8. How to contact us
If you have any questions about our practices or this policy, please contact us.


Tel: 01472 867497


Our Accreditations:


Gas Safe Register:


MCS Certified:

Elmhurst Energy Approved:

Renewable Energy Consumer Code:

Humber Marine and Renewables:

Heat Pump Association:




Customer Complaints Procedure:

At Cool Energy Eco Services, we are committed to providing high-quality products and services to our customers. However, if you have a complaint, we want to know about it so we can resolve the issue promptly and to your satisfaction.

How to Make a Complaint

Contact Us:

  • Phone: Call our customer service team at 01472 867497.
  • Email: Send us an email at
  • Mail: Write to us at 163 Cleethorpe Road, Grimsby, DN31 3AX.

Provide Details: When making a complaint, please provide the following information:

  • Your name and contact details.
  • A clear description of your complaint.
  • Any relevant documents or evidence (e.g., order numbers, invoices, receipts).
  • What you would like us to do to resolve the issue.

Our Complaints Handling Process

  • Acknowledgement: We will acknowledge receipt of your complaint within 7 business days.
  • Investigation: Our team will thoroughly investigate your complaint. This may involve contacting you for further information or clarification.
  • Resolution: We aim to resolve all complaints within 14 business days. If we are unable to do so within this timeframe, we will keep you informed of our progress and provide an estimated resolution date.
  • Outcome: Once our investigation is complete, we will inform you of the outcome and any actions we have taken or plan to take to resolve the issue.


Alternative Dispute Resolution (ADR)

If you are not satisfied with the resolution of your complaint through our internal process, you have the option to use our Alternative Dispute Resolution (ADR) services. For more information about ADR, please visit RECC online.

Email address:
Phone: 0207 981 0850