Privacy Policy & Terms of Service
Last updated: January 2025
Privacy Policy
Interstice Science operates electric utility services and customer portals throughout Massachusetts. This Privacy Policy explains what information we collect, how we use it, and your choices regarding your personal information. This policy applies to our websites, customer portals, mobile applications, and all communications with our customers.
Information We Collect
Customer Account Information
- Personal details (name, address, phone number, email address)
- Service address and property information
- Account numbers and service history
- Energy usage data and billing information
- Payment method information (securely tokenized)
Automatic Information Collection
- Website usage data (pages visited, time spent, referring sites)
- Device information (IP address, browser type, operating system)
- Smart meter data (where applicable) for billing and grid management
- System logs for security and operational purposes
Third-Party Information
- Credit information for service establishment
- Address verification from postal services
- Payment processing data from financial institutions
How We Use Your Information
- Provide reliable electric service and maintain the power grid
- Process billing, payments, and account management
- Communicate about outages, maintenance, and service updates
- Offer energy efficiency programs and rebates
- Comply with regulatory requirements and utility commission rules
- Detect and prevent fraud or unauthorized account access
- Improve our services and develop new customer programs
Your Rights & Choices
- Access & Update: View and update your account information through our customer portal or by calling (800) 123-4567
- Communication Preferences: Manage email and text message preferences in your account settings
- Data Retention: We retain customer records as required by Massachusetts utility regulations, typically 7 years for billing records
- Smart Meter Opt-Out: Where available, you may request alternative metering options (additional fees may apply)
Information Security
We implement industry-standard security measures to protect your personal information, including encryption for sensitive data transmission, secure data centers, and regular security audits. However, no system is completely secure. Please protect your account credentials and report any suspected unauthorized access immediately.
Information Sharing
We may share your information with:
- Regulatory agencies as required by Massachusetts utility laws
- Service providers who assist with billing, customer service, or system maintenance
- Emergency responders during power outages or safety situations
- Credit agencies for service establishment or collections
- Law enforcement when required by valid legal process
Changes to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices or applicable regulations. Material changes will be posted on our website and, where required, communicated to customers directly.
Terms of Service
These Terms of Service govern your use of Interstice Science websites, customer portals, and digital services. By accessing or using our services, you agree to these terms and conditions.
Acceptable Use Policy
- Do not attempt to disrupt or interfere with our systems or networks
- Do not access accounts or information you are not authorized to view
- Do not upload malicious software or engage in harmful activities
- Automated access must comply with our published APIs and rate limits
- Respect the intellectual property rights of Interstice Science and others
Account Security
- You are responsible for maintaining the confidentiality of your login credentials
- Use strong, unique passwords for your utility account
- Report suspected unauthorized account access immediately
- Log out completely when using shared or public computers
Billing & Payment Terms
- Electric service is billed monthly based on meter readings
- Payments are due by the date specified on your bill
- Late payment fees may apply as outlined in our tariff schedules
- Payment authorization is required for automatic payment plans
- Disputed charges must be reported within 60 days of the bill date
Service Availability
While we strive to provide reliable electric service, power outages may occur due to equipment failure, severe weather, or system maintenance. We do not guarantee uninterrupted service and are not liable for damages caused by service interruptions beyond our reasonable control.
Limitation of Liability
Digital services are provided "as is" without warranties. To the maximum extent permitted by Massachusetts law, Interstice Science limits liability for indirect, incidental, or consequential damages arising from the use of our digital services.
Regulatory Compliance
Electric utility services are regulated by the Massachusetts Department of Public Utilities. Customer rights and utility obligations are governed by state regulations and our approved tariff schedules, which take precedence over these general terms for utility service matters.
Contact Information
For questions about this Privacy Policy, contact us at:
- Email: [email protected]
- Phone: (800) 123-4567
- Mail: Privacy Office, Interstice Science, 100 Federal Street, Boston, MA 02110