Privacy Policy

1. Overview

Plush Urban (“we,” “us,” or “our”) is a Public Utility Commission of Texas (PUCT)-licensed Retail Electric Provider operating at plushurban.com from our Dallas, Texas headquarters. This Privacy Policy explains how we collect, use, and protect your personal and energy data in compliance with Texas law and PUCT regulations.

Contact: Plush Urban, 350 N St, Dallas, Texas 75201. Email: info@plushurban.com

2. Data We Collect

• Account information (name, service address, billing address, email, phone)
• Energy consumption data (interval meter reads, AMI data via Oncor)
• Payment and billing information (processed through PCI-DSS compliant systems)
• Service request history and outage reports
• PowerTrack app usage data and device identifiers
• Website usage analytics (IP address, browser, pages visited)

3. How We Use Your Data

• Providing, billing, and administering your energy service account
• ERCOT market settlement and meter data reconciliation
• Outage detection, reporting, and field crew coordination
• PowerTrack usage dashboards and demand response notifications
• Regulatory reporting to PUCT, ERCOT, and Texas agencies
• Customer service, account support, and rate change notifications

4. Data Sharing

ERCOT and TDSPs: We share meter and account data with ERCOT and Oncor as required for market settlement, switching, and outage management under PUCT rules.

Service Providers: PCI-DSS compliant payment processors, billing system vendors, and IT service providers under strict data protection agreements.

We never sell your personal or energy data to third parties for marketing purposes.

5. Energy Consumption Data

Your interval meter data is your property. Under Texas law and PUCT rules, you have the right to access your own energy data, authorize third parties to access it, and request its deletion subject to regulatory retention requirements. We do not share your consumption data without your consent except as required by PUCT or ERCOT regulations.

6. Cookies

We use essential session cookies, analytics cookies (Google Analytics), and PowerTrack app authentication tokens. No cross-site advertising or behavioral tracking cookies are used. You can opt out of analytics cookies via our cookie banner without affecting account access.

7. Security

Energy account data is stored in SOC 2-compliant systems with encryption at rest and in transit. Payment data is processed through PCI-DSS Level 1 certified processors. We maintain a cybersecurity program aligned with NERC CIP standards applicable to retail energy providers.

8. Your Texas Rights

Texas residents have rights under the Texas Business and Commerce Code and PUCT Customer Protection Rules including the right to access, correct, and delete personal data, and to access your meter interval data. Submit requests to info@plushurban.com and we will respond within 30 days.

9. Retention

Active account records are retained for the duration of your service. After termination, billing and consumption records are retained for 7 years per PUCT requirements. Payment records follow PCI-DSS retention standards.

10. Policy Changes

Material changes will be communicated by email to active customers and posted to this page at least 30 days prior to taking effect, consistent with PUCT customer notification requirements.

11. Contact Us