Privacy Policy

Update Date: 31 Oct, 2025

Effective Date: 31 Oct, 2025

Deye has developed this Privacy Policy to explain how we may collect, retain, process, share and transfer your personal information when you use our Deye After-sales Service, which include the Deye Service Cloud (Web and Mobile Application), email support, hotline service, instant messaging support, on-site service, and any other services we may provide from time to time (“Services”).

Deye acts as the “Data Controller” of your personal information under General Data Protection Regulation (the “GDPR”) and other applicable law for the activities described in this Policy. If you are an end-user, agency, installer, or other related party of Deye Inverter Products, the Data Controller is Ningbo Deye Inverter Technology Co., Ltd., a company incorporated in the People's Republic of China. If you are an end-user, agency, installer, or other related party of Deye Energy Storage Products, the Data Controller is Ningbo Deye Energy Storage Technology Co., Ltd., also a company incorporated in the People's Republic of China.

In this Policy, "Users" or "you" refers to end-users, agencies, installers, and other related parties, and "Deye," "we," "us," or "our" refers to the relevant Deye entity acting as Data Controller.

1. Information We Collect

We collect, process and use personal information from and about you, including when you create an account and interact with us to make use of our Deye After-sales Service. We collect the following certain necessary information from Users:

1.1 Information you provide us

To use Deye After-sales Service, you may have a Deye Service Cloud account, and when you create an account, register your products, or submit after-sales request, you need to provide us the necessary information.

– Create Account. If you create an account, you should provide us the necessary information so that we could provide the services to you. This includes your name, your email address or your mobile phone number; your password; your display language; and third-party single sign-in information (if you choose this sign-in method) (“Account Information”). If you do not provide the necessary account information to us, you should not be able to use our Deye Service Cloud. In addition to the necessary account information, you can also provide the avatar, nickname and address associated with your account, that is optional and can be customized based on your preferences and needs.

– Register Product. If you register your Deye products on Deye Service Cloud, you must provide essential product information, including Product Serial Number (SN), Your Country, Product Install Date, Email Address and Purchase Invoice or Contract (“Product Information”). Product registration helps to identify your product model and verify warranty status to provide better after-sales support.

– Warranty Status. To check the warranty period and coverage of your Deye products, you must provide the Product Serial Number (SN). Then, we could verify and provide detailed information about your warranty period and coverage details.

– Software Upgrading. If you request software updating on your product, you must provide the Product Serial Number and Data Logger Serial Number. We may contact you via your phone number or your email to discuss the upgrading with you. If needed, we may arrange on-site technical support using your provided address.

– Service Request. If you request after-sales service for your product, you must provide Product Serial Number, Data Logger Serial Number, Product Install Date, Purchase Channel, Fault Description, Related Photos/Videos and Contact Information (name, telephone number, email, and address). We may contact you to discuss your service request and troubleshoot the issue. Your address may be used for product and/or parts delivery or on-site technical support if necessary.

For diagnostic purposes, you authorize us to access your product's real-time and historical operational data through Deye Cloud Platform, SOLARMAN platform and other cooperative platforms using your Data Logger Serial Number.

– Service Progress. If you inquire the progress of service request, you must provide the Request Number or the Product Serial Number.

– Service Feedback. When you submit service requests or complaints on Deye Service Cloud, we maintain records of our communications with you, including: Account Information, Contact Information, Product Information, Service Request, Personal Information Provided as Evidence，Authorized Third-party Information. These records help us ensure account security, maintain service quality, and resolve your complaints effectively.

– Product Sales Region Validate. In order to protect your purchase, you can provide the Serial Number of your product to confirm its authorized country or region of sale. This ensures your product are genuine and eligible for local warranty and support.

1.2 Information we collect when you use our Services

When you use our Services, we collect the information about how you use our Services and what data your products generated.

– Communication Information. When you contacting our after-sales service via Deye Service Cloud, Email, Hotline, or Instant messaging, you may provide your Contact Information (telephone number and email), Product Serial Number, Data Logger Serial Number, Fault Description with Photos/Videos, Address (if equipment parts delivery or on-site support is needed), and other relevant personal information as discussed. We maintain records of all communications, calls, and emails. These records are used to provide after-sales service and technical support, to evaluate and improve our service quality, and to enhance our product design and development.

– Log Information. When you use Deye After-sales Service, we collect the operation logs, service logs, service failure data and other activity logs, even if you have not created an account or are signed out, that includes: IP address and related information; device IDs and operation system information; browser information; pages visited; and identifiers associated with cookies. We also collect the Mobile/Web application performance data and crash data, in order to ensure the information security and improve the system performance.

– Cookies and similar technologies. We use cookies and similar technology to operate our Services, discover how users use our Services and improve the service performance. Cookies and similar technology could help you to keep login to Deye Service Cloud and protect your account security, and help us to improve and understand how users use our Services in order to improve the user experience. You can manage or delete the cookies according to your preferences by browser settings or mobile phone system settings. For additional information, you can find in our Cookies Policy.

1.3 Information we receive from third parties

We may receive information about you from third-parties whom are authorized by you to provide your Product Information, Contact Information and other personal information. We may also receive information about you from our Users, Partners and Affiliates who could help us to evaluate the security and quality of Deye After-sales Service.

2. How We Use the Information

2.1 Operate and improve our Services

We use the information we collect to provide you the Deye After-sales Service. In order to use our Deye Service Cloud platform, you should create an account and provide the Account Information. In order to use the Register Product, Service Request, Firmware Update and Request Inquiries services of the Deye After-sales Service, you should provide the Product Information and Contact Information. We may use your device information and cookies information to provide you the better user experience when you use mobile or web application to access our Deye Service Cloud platform.

2.2 Ensure security

We use information we collect to ensure the security of our users, services, and your account. This includes verifying your identity, ensuring secure login, preventing unauthorized use, and detecting illegal activities. In the event of a security incident, we may utilize your information to assess the situation and conduct thorough investigations.

2.3 Analyze and improve products

We use information we collect to measure and analyze data generated by your product, in order to diagnose the problem, so that we could provide you the corresponding solution. We also use your after-sales service request information to help us and our partners to improve the design and development of our products. When we conduct the research and development to improve the inverter product and energy storage product, we use the anonymized after-sales service data.

2.4 Communicate with you about our Services

We use information we collect to communicate with you about Deye After-sales Service, including our service updates, term of service updates, privacy policy updates, and other modular and firmware updates. We may also send you the marketing message about our Services update.

2.5 Research

We use the information you provide to us including but not limited to the survey, service testing and troubleshooting information that could help us to improve the Deye After-sales Service.

3. What is Purpose and Legal Basis

The purposes and legal basis upon which we process your personal information include:

We may process your personal information based on our legitimate interests, but we will always carefully consider your rights and interests. We will not proceed with such processing if we believe that your interests or fundamental rights and freedoms related to your personal information would be prejudiced.

You have the right to object to the processing of your personal information when it is carried out for our legitimate interests. If you object, we will assess the situation and cease processing your personal information unless there are compelling legitimate grounds that override your rights.

4. How We Share Information

4.1 Share upon your decision

You can share your Account Information, Product Information, Service Request Information and other After-sales Service Information upon your decision.

4.2 Share with third parties

We may share your information with our service providers that perform functions and provide services on our behalf. Before engaging third parties to assist us in performing functions and providing services, we have established pre-assessment procedures to verify the quality and suitability of these third parties. We carefully evaluate their data protection practices and compliance with applicable privacy laws.

4.3 Integrations with third-party

We integrate third-party Software Development Kit (SDK) in our mobile application to enhance the functionality, provide the better experiences and collect analytics data. These third-party SDK service providers act as the data controller or data processor under their own privacy policies.

4.4 When required by law

We may preserve, use, disclose, or share your information if we believe it is reasonably necessary to: comply with applicable law, protect the safety and integrity of our Services, protect your and our rights or property.

4.5 With our Affiliates

We may share information amongst our affiliates to provide our Services.

5. How and How Long We Store Information

5.1 International transfers of information we collect

We may collect, transfer, process and store your information across multiple countries, including locations outside your country of residence, where we or our third-party service providers maintain operations to deliver our Services. We implement appropriate safeguards to protect your information during any international transfer.

5.2 How we store your information

Your personal information is stored within China, European Economic Area (EEA) and Singapore in principle. However, some of our affiliates and contracted service providers operate in countries with different data protection standards than your country of residence. For data transfers involving EEA residents' personal information, we implement European Commission-approved Standard Contractual Clauses. For Brazilian residents' personal information, we utilize Brazil's Standard Contractual Clauses when transferring data to processors. For all other regions, we execute appropriate data transfer agreements.

5.3 How long we keep your Information

We will only retain your personal information for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, accounting or reporting requirements.

– We retain your account information and other information for the duration of your account until you choose to deregister or until your account is terminated for any other reasons.

– We may retain certain information for longer periods than stated in our policies to comply with legal requirements and ensure safety and security.

– Once the specified retention periods expire, we will delete or anonymize your personal information, unless otherwise mandated by laws and regulations.

6. Security Measures and Device Permissions

We recognize the importance of protecting and managing your personal information and take all necessary steps to safeguard your personal information. We use a variety of security, organizational and technical measures designed to help protect your personal information from unauthorized access, use, disclosure, alteration or destruction consistent with applicable data protection and privacy laws and regulations.

However, you are also responsible for maintaining the security of your account for the Deye Service Cloud in your possession or control. We recommend that you do not divulge your password to anyone. Our staff will never ask you for your password in an unsolicited phone call or in an unsolicited email. If you share a computer with others, you should not choose to save your account information on that shared computer.

When you use our mobile application of Deye Service Cloud, we may need to activate some device permissions, including Storage/Photo, Camera and Location permissions.

You have the option to disable these permissions within the mobile application's System Settings or the device's Settings, thereby preventing from collecting the corresponding personal information. Please note that the process for displaying and disabling permissions may vary depending on your specific device. We recommend referring to your device's system description or instructions for guidance on managing permissions.

7. Your Rights and Options

You have the following data subject rights and options regarding your personal data:

– Right to Access: You have the right to request a copy of your personal information. We will need to verify your identity before taking any action.

– Right to Rectification: If the personal information we hold is incorrect, you have the right to request its amendment.

– Right to Erasure: You have the right to request the deletion of your personal information that we hold. However, there may be legal and regulatory reasons that prevent us from deleting your data.

– Right to Withdraw Consent: You can withdraw your consent to the processing of your personal information at any time (if we process your personal information based on your consent). Please note that withdrawing consent may impact our ability to provide certain services to you, but it does not affect the lawfulness of our processing prior to the withdrawal.

– Right to Data Portability: You have the right to receive certain personal information you have provided to us in a machine-readable format, or to have it transmitted to a third party with your explicit authorization.

– Right to Restrict Processing: Under certain conditions listed in our policies, you can restrict the processing of your personal information.

– Right to Object: You have the right to object, on grounds relating to your particular situation, at any time to processing of Personal Data concerning you which is based on a task carried out in the public interest or on a legitimate interest.

– Right to Lodge a Complaint: If your privacy rights are violated or you have suffered as a result of unlawful processing of your personal information, you have the right to lodge a complaint with the relevant supervisory authority.

When you exercise your rights, we may need to verify your identity and authority through specific information requests. This protects your personal information from unauthorized access. We may also need additional details about your request. Please submit requests through the contact information in the "Contact Us" section below. We aim to respond within 15 days and will notify you if we need more time, keeping you updated throughout the process.

8. Children Policy

Our Deye After-sales Service is not directed towards individuals under 18 years old. Deye does not knowingly collect personal information from minors under 18. If we become aware that a minor has provided personal information through our Services, we will take immediate steps to remove such information from our systems. Parents or legal guardians are responsible for ensuring that minors under their supervision do not use our Services or submit any personal information.

9. Policy Update

We reserve the right to change, amend, or revise this Privacy Policy periodically. We will make efforts to notify you of any significant or material changes. You can access the latest version of this Privacy Policy on our website and mobile application at any time. We encourage you to regularly review the Privacy Policy to stay informed about any updates before using the Deye After-sales Service mentioned in this Policy.

If you do not agree with any of the changes and no longer wish to use our Services, you have the option to close your Account. By continuing to use our Services after receiving notice of changes or when changes are published on our Services, you indicate your acceptance of the changes and consent to the modified version of this Privacy Policy.

10. Contact Us

If you have questions or requests about the privacy issues relating to the processing of your personal information, you can contact privacy protection office of your Data Controller.

For Deye Inverter Product users, you can contact Ningbo Deye Inverter Technology Co., Ltd.:

<Data Controller>

Ningbo Deye Inverter Technology Co., Ltd

Attn: Data Protection Officer (DPO)

Email: service@deye.com.cn

Address: No.26, Southern YongJiangRoad, Beilun District, NingBo City, China

For Deye Energy Storage Product users, you can contact Ningbo Deye Energy Storage Technology Co., Ltd.:

<Data Controller>

Ningbo Deye Energy Storage Technology Co., Ltd

Attn: Data Protection Officer (DPO)

Email: service@deye.com.cn

Address: No.26, Southern YongJiangRoad, Beilun District, NingBo City, China

If you are in EEA, you may contact our Data Protection Officer or our EU Representative below or you may lodge a complaint with a supervisory authority in the EEA.

<EU Representative>

Deye Neue Energie GmbH

Attn: DEYE EU Representative

Email: PrivacyProtection@deye.com.cn

Address: Franz-Rücker-Allee 19-21, 60487 Frankfurt am Main

[END]

Cookies Policy

We may use a range of technologies, including browser cookies, scripts, web beacons, tracking URLs, pixel tags, and similar technologies (referred to as "cookies"), which are essential to provide, protect, and enhance our Deye Service Cloud and your access experience. This Cookies Policy (referred to as the "Policy") explains how our cookies operate, their purpose, the data collected, and how you can manage your cookies settings.

1. What are Cookies

Cookies are small files containing certain information that are stored on your device when you visit our website or application. They contain data that is sent back to the website during subsequent visits, allowing the website to recognize and remember certain information about you.

Our Services may use first-party and third-party cookies. First-party cookies are set by Deye Service Cloud provider, which used to keep your login, enhance your browsing experience, and remember your preferences within our Services. Additionally, third-party cookies may be employed by external other providers integrated into our mobile application and website. These third-party cookies may serve various purposes such as analytics and marketing.

2. Purpose of Cookies

The processing of your cookies serves multiple purpose, including:

– Strictly Necessary Cookies. These strictly necessary cookies are necessary for core functionality of Deye Service Cloud. They enable you to access, login, use our Services. Strictly necessary cookies do not require consent from you under applicable law. You may configure your web browser to block strictly necessary cookies, but you might then not be able to use our services as intended.

– Functionality Cookies. These functionality cookies allow the mobile application and website to remember the choice you make or information you enter, such as your region and language.

– Analytics Cookies. These analytics cookies are used to monitor website traffic and optimize your user experience, and measure how you use webpages of our Services, in order to understand your behavior and improve the user experience

– Marketing Cookies. These marketing cookies serve the purpose of delivering advertisements on third-party websites that are more relevant to your interests. These cookies are utilized to understand your preferences and browsing behavior, allowing advertisers to display targeted ads that align with your interests and preferences. Legal basis for the processing of personal data in connection with marketing cookies (if any) is the user’s consent.

3. Cookies Settings

You can decide for yourself whether we or third parties are allowed to save cookies on your device or not, as the following instructions.

Cookies Preference

You can manage your cookies preferences and choose to block or allow strictly necessary, functional, analytics and marketing cookies, from our cookies preferences setting page.

Browser Setting

You have the option to change your browser settings to control the acceptance and storage of cookies. You can choose to disable or block cookies entirely, receive a warning message before accepting cookies, or configure your browser to only accept cookies from specific websites. Additionally, you can delete any cookies that have already been saved on your device. Below, you will find general instructions on how to manage cookies in some of the most popular web browsers:

Google Chrome

Microsoft Edge

Mozilla Firefox

Apple Safari

Opera Web

4. Cookies Information

Deye Service Cloud website and application currently do not use cookies. If cookies are needed in the future, we will update this Cookies policy and obtain your consent.

5. Cookies Policy Update

We update our Cookies Policy from time to time. Please do check it regularly in order to be aware of the newest version.

6. Contact Us

For more information on cookies, please contact our Data Protection Officer by email at service@deye.com.cn or more detailed understanding of how we use personal information general, please refer to our Privacy Policy.