Frequently asked questions

Yes. Protecting your account and device credentials is a core part of how Surpl is designed.

Where possible, we avoid storing portal passwords at all and use secure brand-approved connection methods such as API keys, access tokens, or delegated authentication. When a credential or token must be stored to keep a connection working, it is encrypted at rest and protected in transit using modern security controls.

We also limit access internally, monitor for misuse, and design connections so Surpl only gets the permissions needed for the feature you have chosen to enable.

Not at launch. Surpl has been designed with support for the full Guarantees of Origin lifecycle, but GO-related member features will remain disabled until the right licensed partner arrangements and regulatory pathway are in place.

That means we will not promise GO allocation, GO trading, or member-facing GO claims before the legal and operational foundations are ready. When GO features become available, we will explain clearly how they work, who the licensed counterparties are, and what members can expect.

Yes. You stay in control of your consent and connected services. You can disconnect devices, revoke permissions, or request account closure.

Where the law requires us to retain certain records — for example, audit, billing, fraud-prevention, or regulatory compliance records — we keep only what is necessary for the required period and maintain a clear audit trail. We aim to make data controls understandable, not hidden behind legal language.

No. Any savings, forecasts, export values, flexibility rewards, or projected outcomes shown in Surpl are estimates, not guarantees.

Real results can vary depending on your home, tariff, device behaviour, weather, grid conditions, export levels, and how often you choose to participate. We label projections clearly and, where appropriate, show ranges or assumptions so you can understand what is estimated and what is based on actual recorded performance.

Surpl Flex is our opt-in flexibility service. It is designed to help households and communities respond to grid conditions by shifting or reducing certain types of electricity use when it makes sense to do so.

In future, this can include actions like smarter EV charging windows, appliance scheduling, or temporary reductions during peak stress events — always subject to your settings, your consent, and the protections you have chosen, such as minimum charge levels or comfort preferences.

Surpl Connect is the connection layer that helps members link supported energy devices and services to Surpl in one place.

This can include devices such as inverters, EV-related systems, or other home energy equipment, depending on what is supported. The goal is to make setup simpler while giving you visibility and control over what data is shared and which features are enabled.

Not without your permission. Surpl is built around consent-based participation.

Where a feature involves automation or flexible control, it should be opt-in, transparent, and bounded by the preferences you set. For example, if a future flexibility feature affects EV charging or heat pump behaviour, members should be able to set limits such as minimum charge thresholds or minimum comfort levels before any automated action is allowed.

We believe energy platforms should be understandable. That means explaining what data is being used, what it enables, and when that data is shared with trusted processors or service providers.

We aim to give members clear notices, meaningful consent choices, and easy-to-find explanations of how key features work. Where features depend on external partners, regulated pathways, or policy developments, we explain that too.

Yes. Surpl will continue to add new capabilities over time, but not every feature needs to be active on day one for the platform to be useful.

Some services may launch earlier, while others depend on device integrations, licensed partners, or regulatory readiness. We would rather be clear about what is available now than over-promise future functionality.