Legal information


GRIDSERVE® Website & Customer Self-Service Portal

Terms and Conditions of Use

1 Introduction
Welcome to our website. If you continue to browse and use this website you are accepting, and agreeing to comply with, the following terms and conditions of use (Terms of Use). If you disagree with any part of these Terms of Use, please do not use any section of our website or the customer self-service portal.

These Terms of Use along with our Privacy Notice govern GRIDSERVE’s relationship with you in relation to this website and to your use of the GRIDSERVE customer self-service portal. It is important that you read these Terms of Use and our Privacy Notice so that you are fully aware of the limits of, and restrictions on, the information contained in the website, the data we collect when you use this website, how and why we use any personal data we collect, and the rights you have relating to that personal data.

In these Terms of Use whenever we use the word ‘website’ we are referring to the website whose domain name is and the GRIDSERVE customer self-service portal.

2 Who we are
The term ‘GRIDSERVE’, ‘our’, ‘us’ or ‘we’ refers to the GRIDSERVE group of companies which includes the owner of this website, GRIDSERVE UK OMM Limited, a company incorporated and registered in England and Wales with company number 11057010 whose registered office is at Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ. The term ‘you’, or ‘your’ refers to the user or viewer of our website.
If you have any questions about these Terms of Use you can contact us at the above address, by telephone on +44 333 1234 333, or by email to

3 Our website and the Terms of Use
Our website is intended to provide information about our products and services to UK-based individuals who are drivers of electric vehicles and/or interested in leasing an electric vehicle for their personal or business use, and to provide general information about our mission to #deliver sustainable energy and move the needle on climate change. Our site is directed to people residing in the United Kingdom and we do not represent that content available on or through our site is appropriate for use or available in other locations.

The use of this website is subject to the following Terms of Use:

a. The website is not designed for, and should not be used by, persons under 18 years of age.

b. The content of the pages of this website is for your general information and use only. It is subject to change without notice.

c. The website uses cookies, details of the cookies we use, the purpose(s) for which they are used, how long the data collected is retained, and how to refuse them can be found in our Cookie Policy.

d. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

e. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

f. This website contains material which is owned by, or licensed to, us. This material includes, but is not limited to, the design, layout, look, appearance, images and graphics. Reproduction is prohibited other than in accordance with the following restrictions:

i. You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

ii. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

iii. Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).

iv. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

g. You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site.

This includes using (or permitting, authorising or attempting the use of):
i. Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the site or any data, content, information or services accessed via the same.
ii. Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.
iii. This clause shall not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
h. Unauthorised use, or use which breaches the above restrictions, of this website, or its content, may give rise to a claim for damages and/or be a criminal offence.
i. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
j. Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

4 Terms of Use specific to the Customer Self-Service Portal
As with the rest of our website use of the Customer Self-Service Portal is restricted to persons aged 18 years or older.

The personal data you provide through your use of the self-service portal will be used to answer your query or resolve your issue. It will be retained for a period of up to three years after the date of your last interaction with us, after which time it will be deleted. For full details of how your personal data will be processed, and your rights relating to it please see our Privacy Notice

5 Changes we may make to these Terms of Use
We may amend these terms and conditions of use from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. You may wish to save a copy of these terms for future reference.

6 You must keep your account details safe
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if we reasonably believe that it has been compromised, or, if in our reasonable opinion, you have failed to comply with any of the provisions of these Terms of Use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at

7 Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
If you wish to link to or make any use of content on our site other than that set out above, please contact

8 General
These Terms of Use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.
These terms were last updated July 2022

GRIDSERVE® Privacy Notice

1. Important information​
2. The Basics
3. The data we collect about you​
4. Marketing
5. Disclosure of your personal information
6. International transfers
7. Data security
8. Data retention
9. Your legal rights

1. Important information and who we are​
1.1 Purpose of this Privacy Notice​
This Privacy Notice aims to give you information on how GRIDSERVE processes the personal data that it collects when you –
• use this website, the self-service portal, and/or any mobile apps operated by GRIDSERVE,
• use a GRIDSERVE EV Charging Facility to recharge your electric vehicle,
• visit one of our Electric Forecourts®,
• lease an electric vehicle through GRIDSERVE.
It is important that you read this Privacy Notice so that you are fully aware of how and why we are using your data, and the rights you have relating to that use.
As our products and services are aimed primarily at drivers of electric vehicles this website is intended to be used by persons over 18 years of age; it is not intended for children and we do not knowingly collect data relating to children.

1.2 What is personal data?
Personal data means any information from which an individual can be identified, either directly or indirectly. It does not include data where the identity has been removed (anonymous data).

1.3 Data Controller​

In this Privacy Notice whenever we use the words ‘GRIDSERVE’, ‘we’, ‘us’, or ‘our’ we are referring to a group of companies comprising GRIDSERVE Sustainable Energy Limited a company incorporated and registered in England and Wales at Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ with company number 10977981, and each of its subsidiary companies registered with the Information Commissioner’s Office as a data controller (all of which have their registered office at the same address). Each company performs a different service as set out below, but they may share certain internal functions (such as HR and IT), so when you interact with GRIDSERVE your data may be collected by, and/or shared among, a number of these companies to provide you with the relevant service. Each company acts as a Joint Controller of your personal data and this Privacy Notice covers the data processing activities of all the companies.



The parent company of the below entities.


GRIDSERVE UK OMM Limited (ICO Reg. No. ZA775428)

The company which is engaged in leasing electric vehicles either via the GRIDSERVE website or at one of our Electric Forecourts®.


GRIDSERVE Car Leasing Limited (ICO Reg. No. ZB212211)

A subsidiary of GRIDSERVE UK OMM Limited which is also engaged in leasing electric vehicles either via the GRIDSERVE website or at one of our Electric Forecourts®.


GRIDSERVE EMEA DEPC Limited (ICO Reg. No. ZA775427)

This company employs GRIDSERVE staff and is registered with the ICO for the purpose of processing employee data.


GRIDSERVE Electric Hubs Limited (ICO Reg. No. ZB334588)

The company which operates the GRIDSERVE electric vehicle chargers not situated in one of our Electric Forecourts® or part of the Electric Highway® network.


Braintree Electric Forecourt Limited (ICO Reg. No. ZA775432)

The company which operates the Electric Forecourt® in Braintree, Essex.


Norwich East Electric Forecourt Limited (ICO Reg. No. ZB331062

The company which operates the Electric Forecourt® in Postwick, Norwich.


The Electric Highway Company Limited (ICO Reg. No. ZA021417)

The company which operates a network of GRIDSERVE electric vehicle chargers situated mainly in motorway service areas.

1.4 Contact Details​
We have appointed a Data Protection Compliance Officer who is responsible for overseeing our use of your personal data and the contents of this privacy notice. If you have any questions about this privacy notice, how we use your data, or if you wish to exercise any of your legal rights (as set out in section 7), please contact the Data Protection Compliance Officer using the details set out below. ​
Email address:

Postal address: Data Protection Compliance Officer
GRIDSERVE Sustainable Energy Limited
Thorney Weir House,
Thorney Mill Road,
Iver, SL0 9AQ​
​If you have a complaint about how we use your data, and we are unable to resolve it, you have the right to raise the matter with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection matters (

1.5 Your responsibilities
It is important that the personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us.​

1.6 Third party links​
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for the ways in which they may use your personal data. When you leave our website, we encourage you to read the privacy notice of every website you visit.

2. The Basics
It’s important that you read the full Privacy Notice to understand what information we hold, how we may use it, and what your rights are – but if you don’t have time to read it all now, here’s a quick summary:
• We collect information that is either personal data (information about you) or non-personal data (such as web pages accessed).
• We collect information about our customers, individuals who visit our sites or premises, website visitors, and employees.
• We collect information to provide services or goods, to provide information, for administration, research, analysis and for the prevention/detection of crime.
• We only collect the information that we need in our quest to provide the best possible service.
• We do our very best to keep personal information secure. For example, we use a secure internet connection whenever we collect personal data online.
• Information is stored by us on cloud computers located in the UK. In addition, we may process your data in other countries both within and outside the European Economic Area but only where the processing is controlled by appropriate contractual arrangements.
• We never sell your data, and we will never share it with another company for their own marketing purposes.
• We only share data where we are required by law or with carefully selected partners who do work for us. All our partners are required by their contract or terms of service to treat your data as carefully as we would, to only use it as instructed by us, and to allow us to check that they do this.
• Our website uses cookies – for more information see our Cookies Policy.
These are the basics, but don’t forget to come back later and read the full Privacy Notice (below), so you’ve got all the details you need.


Full Privacy Notice
3. The data we collect about you​
3.1 Information we collect
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
• Identity Data includes first name(s), last name(s), username or similar identifier, marital status, title, date of birth and gender.
• Contact Data includes billing address, delivery address, email address and telephone number(s).
• Financial Data includes bank account and payment card details, and income details.
• Transaction Data includes details about payments to and from you and details of products and services you have purchased from us.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website and/or GRIDSERVE apps.
• Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
• Usage Data includes information about how you use our website, products and services.
• Surveillance Data images captured by CCTV (and similar surveillance systems) at our premises are classed as personal data if the individuals in the images can be identified, therefore if you have visited one of our premises where CCTV is operating we may have recorded an image of you which will also record the date and time you visited the location and other details such as the make, model and registration number of your vehicle.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your preferred method(s) of communication.

3.2 Aggregated Data
We collect, use and share ‘aggregated data’ such as statistical or demographic data for any purpose. Aggregated data could be derived from your personal data but is not considered personal data as it does not directly, or indirectly, reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Notice.

3.3 Sensitive Data
We do not collect any ‘special categories’ of personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions or offences (except where the commission of an offence may be captured by our CCTV system).

3.4 If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have entered into, or are negotiating, with you, then if you fail to provide that data when requested, we may not be able to perform the contract (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us.

3.5 How is your personal data collected?
We use different methods to collect data from and about you including through:
Direct interactions: You may give us your Identity, Contact and/or Financial Data (as defined above) by filling in forms or by corresponding with us by post, telephone, email or otherwise. This includes personal data you provide when you:
a. apply for, or purchase products or services from GRIDSERVE;
b. apply for any third-party products or services through GRIDSERVE;
c. create an account on our website;
d. subscribe to our service or publications;
e. request marketing to be sent to you;
f. enter a competition, promotion or survey; or
g. give us feedback or contact us.

Automated technologies or interactions: As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We may collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our Cookies Policy for further details.
CCTV and similar surveillance systems: If you visit any of the sites where our services are available we may collect images through our use of CCTV (or similar technology) which we may use to protect our assets (or the assets of third parties such as other customers) and to ensure the safety and wellbeing of visitors and staff.
Third parties or publicly available sources: We will receive personal data about you from various third parties and public sources as set out below:
• Analytics providers (such as Google) – some of which are based outside the EU.
• Advertising networks and search information providers.
• Contact, Financial and Transaction Data from providers of technical, payment and delivery services.
• Identity and Contact Data from data brokers or aggregators.
• Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register.

3.6 How we use your personal data
We will only use your personal data where there is a need for us to do so which cannot be fulfilled in any other way and the law allows us to. Most commonly, we will use your personal data for the following purposes:
• Where we need to in order to perform the contract we have entered, or are about to enter, into with you.
• To resolve a query relating to the supply of goods or services by us to you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to in order to comply with a legal obligation.
We do not currently use any automated decision-making technology or conduct profiling of the personal data that we collect.

3.7 Lawful basis
Data protection law requires the processing of personal data to be ‘lawful’ and this means it must be undertaken on one of six grounds set out in the legislation. We only use four of these to process personal data, the four we use are set out below and which one we use will depend on which is the most appropriate taking into account the purpose(s) for which, we are processing your data.
Legitimate Interests: means our interests (or the interests of a third party) in conducting and managing our business to enable us (or the third party) to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact (both positive and negative) on you and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
Performance of a Contract: means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal obligation: means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to, for example we may be required to share CCTV footage with the police to enable them to investigate if a criminal offence has been committed.
Consent: means where you have explicitly agreed to the use of your data for a specific purpose. Generally we do not rely on consent as a legal basis for processing your personal data except to send marketing when we will generally get your consent (although consent is not always necessary, see Section 4 below).

3.8 Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

4. Marketing
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We will only send marketing emails or text messages;
• after we have obtained your explicit consent, or
• where we have obtained your email address in the course of providing, or negotiating the provision of, goods or services and the email/text message relates to similar goods or services provided by us. You will be informed, and given the opportunity to object to, this use of your Contact Data at the time it is collected.
You have the right to withdraw your consent at any time, you can do this by clicking the ‘unsubscribe’ link which will be in every marketing email we send or by contacting us using the details in 1.4 above.

5. Disclosure of your personal information
5.1. Sharing your data
We may share your personal data with the parties set out below for the purposes set out in 3.6 above.
Internal Third Parties – other companies in the GRIDSERVE Group acting as joint controllers or data processors.
External Third Parties – Such as third-party service providers (subject to a contract which controls how they use your data), professional advisers acting as data processors or joint controllers (including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services), HM Revenue & Customs, regulators (e.g. Financial Conduct Authority (FCA)) and other authorities acting as data processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances. Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets, alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

6. International transfers
We may transfer your personal data outside the European Economic Area (EEA) but whenever we do we will ensure that it is either to a country where the laws provide an equivalent level of protection for your personal data or where this is not the case we will put in place appropriate safeguards, such as binding contracts which incorporate terms approved by the ICO, to ensure that your data is adequately protected and your personal data rights are maintained.

7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know; they will only process your personal data on our instructions and are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you if a breach which presents a risk to your rights and freedoms occurs.

8. Data retention
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, and, where relevant, for the purpose of satisfying any legal, regulatory, tax, accounting or reporting requirements (in which case it may be retained for up to six years). We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect of our relationship with you.
To determine the appropriate retention period for personal data, we consider the purposes for which we process your personal data (and whether we can achieve those purposes through other means), the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, and the applicable legal, regulatory, tax, accounting or other requirements.

9. Your legal rights
You have a number of rights under data protection laws in relation to your personal data which are set out below. You will not have to pay a fee to exercise any of these rights, we may however charge a reasonable fee if your request is clearly unfounded, repetitive or excessive; alternatively, we could refuse to comply with your request in these circumstances. We try to respond to all legitimate requests within one month, occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests; if this is the case, we will notify you and keep you updated.
The rights you have in relation to your personal data are:
Right of access (commonly known as a ‘Data Subject Access Request’): You have the right to obtain confirmation as to whether or not we are processing your personal data and if we are to be provided with certain information to enable you to check whether we are lawfully processing it and to receive a copy of the personal data we hold.
Right to rectification: If the data we hold about you is inaccurate or incomplete you have the right to ask us to correct, or add to, the data, though we may need to verify the accuracy of the new data you provide to us.
Right to erasure (commonly known as Right to be Forgotten): This enables you to ask us to delete or remove personal data but only if there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Right to restrict processing of your personal data: This enables you to ask us to suspend the processing of your personal data in the following scenarios:
• If you want us to establish the data’s accuracy.
• Where our use of the data is unlawful, but you do not want us to erase it.
• Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
• You have objected to our use of your data, but we need to verify whether we have overriding legitimate grounds to use it.
Right to request the transfer of your personal data to you or to a third party: We will provide to a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to data processed by automated means which you initially provided consent for us to use, or where we used the information to perform a contract with you.
Right to Object: you have the right to object to processing of your personal data where we are relying on our legitimate interests (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
You also have the right to object where we are processing your personal data for direct marketing purposes, including profiling.
Right not to be subject to automated decision making: In some circumstances you have the right not to be subject to a decision based solely on automated processing (including profiling) if that processing has legal, or similarly significant, effects. As stated in 3.6 above we do not currently undertake any automated decision-making or profiling of personal data.
Where we are relying on consent to process your personal data you also have the right to withdraw consent at any time. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
If you wish to exercise any of the rights set out above, please contact us using the details in Section1.4. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

This notice was last updated on 1st July 2022

Terms and Conditions for use of a GRIDSERVE® EV Charging Facility


  1. Interpretation
  2. Services
  3. Customer responsibility
  4. Payment and price
  5. Service interruption
  6. Available Power
  7. Intellectual property rights
  8. Data protection
  9. Limitation of liability
  10. Miscellaneous


  1. Interpretation


In these Terms and Conditions (these ‘Conditions’)  the following words and expressions have the following meanings:

Applicable Law: the laws of England and Wales.

Charging Bay: the car parking bay/area within the EV Charging Facility allocated for the Customer to make use of the Services.

Charging Fee: the fee displayed at the EV Charging Facility and incurred by the Customer for the electricity used during the Charging Session expressed as p/kWh.

Charging Session: the use of the EV Charging Facility by the Customer to recharge their vehicle with electricity.

Charging Session Cost: the total cost payable for the Charging Session.

Customer:  a customer who purchases Services from GRIDSERVE.

EV Charger:  the equipment identified as part of the Services (owned by GRIDSERVE) which is used by the Customer to recharge their vehicle with electricity.

EV Charging Facility: the EV Chargers and designated Charging Bays.

Force Majeure Event:  an event beyond the control of GRIDSERVE making performance of the Services impracticable, illegal or impossible. This includes without limitation, acts of God, storms, floods, riots, fires, sabotage, civil commotion or civil unrest, interference by civil or military authorities, acts of war or armed hostilities or other national or international calamity or one or more acts of terrorism, or failure of energy sources outside of GRIDSERVE’s control.

GRIDSERVE: means  the GRIDSERVE Group of Companies comprising GRIDSERVE Sustainable Energy Limited a company incorporated and registered in England and Wales with company number10977981 whose registered office is at Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ and its subsidiary companies as applicable and relevant to the Services.

GRIDSERVE Premises: EV Charging Facilities and GRIDSERVE’s Electric Forecourts® where these Conditions apply.

GRIDSERVE Property: EV Chargers, all buildings and equipment, documentation and other materials available at GRIDSERVE Premises.

GRIDSERVE Staff: employees of GRIDSERVE working at GRIDSERVE Premises.

Intellectual Property Rights: patents, rights to inventions, copyright and related rights, trade marks, business names and domain names, rights in get-up, goodwill and the right to sue for passing off, rights in designs, database rights, rights to use, and protect the confidentiality of, confidential information (including know-how), and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

Reserved Payment: means the amount of One Pound (£1) (or Twenty-Five Pounds (£25.00) at GRIDSERVE’s high-power EV Charging Facilities at Moto Rugby).

Services:  the services to be provided to the Customer by GRIDSERVE under these Conditions as set out in condition 2.

VAT:  Value Added Tax at the rate in force at the relevant time.


  1. Services

GRIDSERVE shall provide the following services to the Customer at the  EV Charging Facility (the ‘Services’):

  1. The use of the EV Charging Facility to recharge the Customer’s vehicle with electricity; and
  2. The use of the EV Charger’s payment terminal to pay for use of the EV Charging Facility by the Customer, which payment may be made by credit or debit card, RFID, or other means of accepted contactless payment methods including payment-enabled smart devices.


  1. Customer responsibility

By using the EV Charging Facility the Customer agrees to:

  1. Comply with all instructions displayed at the EV Charging Facility and given by GRIDSERVE in relation to the use of the EV Chargers;
  2. Comply with all parking restrictions in force from time to time at the relevant Charging Facility
  3. Use all GRIDSERVE Property in a safe and responsible manner and, not to dispose of, or use any of GRIDSERVE Property other than in accordance with GRIDSERVE’s instructions or authorisation together with any instructions provided by the Customer’s vehicle manufacturer. In the unlikely event there is a conflict between the GRIDSERVE instructions and the instructions provided by the Customer’s vehicle manufacturer the GRIDSERVE instructions shall have precedence and in these circumstances the use of the GRIDSERVE Property in accordance with the GRIDSERVE instructions is at the Customer’s own risk;
  4. Remove the vehicle once the Charging Session is over and ensure that access to the Charging Bay and the EV Charger is cleared to allow for use of the EV Charging Facility by other customers;
  5. Ensure they have adequate funds for payment for the Services prior to commencement of the Services; and
  6. Reimburse GRIDSERVE in respect of all costs, claims, demands, expenses and/or liabilities which GRIDSERVE may suffer or incur out of, or in connection with, Customer’s failure to comply with the instructions and/or safe operation of the EV Charging Facility.


  1. Payment and price
  • In consideration for GRIDSERVE providing the Services, the Customer shall pay the Charging Session Cost to GRIDSERVE for using the EV Charging Facility.
  • The Charging Fee will be displayed on the EV Charger and payment will need to be initiated, with the Reserved Payment pre-authorised at the EV Charger, prior to the Charging Session commencing.
  • The Customer can pay the Charging Session Cost by using their credit or debit card, RFID, or other means of accepted contactless payment methods, including payment-enabled smart devices, via the EV Charger payment terminal.
  • The Charging Session Cost includes a fixed transaction fee to cover card processing and payment service fees incurred by GRIDSERVE.
  • Unless otherwise stated, the prices quoted by GRIDSERVE are inclusive of VAT.
  • As soon as the Charging Session is started, the Customer’s bank will pre-authorise the Reserved Payment which will be cleared by the Customer’s bank within a few working days, GRIDSERVE will only bill for the actual kWh used. * At Moto Rugby, the Charging Session Cost will be taken from the Reserved Payment held by GRIDSERVE and the balance of the unused Reserved Payment (if any) shall be returned to the Customer’s bank account immediately after use of the Services and in any event within three (3) working days of completion of use of the Services.
  • The Customer acknowledges that pre-authorisation of the Reserved Payment is required prior to use of the Services, and that the final bill will usually exceed the £1 pre-authorised depending on the kWh used at the displayed p/kWh pricing at the relevant location. It is the Customer’s responsibility to ensure funds are available in the account linked to the payment method used .
  • If the Customer’s card and/or device is declined when submitting for payment, the Customer will not be permitted to use the Services using that payment method and an alternative payment method must be presented by the Customer for the Services to commence.




  1. Service interruption
  • The Charging Station may fail or require maintenance without notice. GRIDSERVE will use reasonable efforts to provide the Services to the Customer, however GRIDSERVE cannot guarantee the Services to be free from interruption and/or faults.
  • If, in the unlikely event, there is an interruption to the Services, Customer shall report this to a member of GRIDSERVE Staff as soon as possible to enable GRIDSERVE to take the necessary steps to repair/fix the interruption.
  • GRIDSERVE shall not be liable for any losses or costs incurred by the Customer due to the failure of the Charging Station, including but not limited to any losses or costs incurred as a result of a charging cable becoming stuck in the customer’s vehicle.


  1. Available power
  • The Charging Station will display a maximum power output, for example ‘up to 350kW’. The Customer acknowledges and accepts that any such power output displayed is the maximum power output which the Charging Station is capable of achieving and is not a guaranteed output. The power output and charging speed are not guaranteed and can vary based on various factors including, but not limited to utilisation by two vehicles for dual charging, grid constraints at the site, vehicle specification, the state of charge of the vehicle’s battery, battery temperature and weather conditions.
  • GRIDSERVE will not be liable for any losses, delays or costs incurred by the Customer due to the actual power output of the Charging Station.


  1. Intellectual property rights
  • All Intellectual Property Rights arising out of or in connection with the Services shall be owned by GRIDSERVE.
  • All GRIDSERVE Property belongs exclusively  to GRIDSERVE.


  1. Data protection

Any personal data  that is collected during the customer’s use of the Services will be processed in accordance with the requirements of the Data Protection Act 2018 and as set out in our Privacy Notice available here.


  1. Limitation of liability
  • Nothing in these Conditions shall limit or exclude GRIDSERVE’s liability for:
    1. death or personal injury caused by its negligence or the negligence of its employees, agents or subcontractors;
    2. fraud or fraudulent misrepresentation; or
    3. any other liability which cannot be limited or excluded by the Applicable Law.
  • GRIDSERVE shall not be responsible to the Customer for:
    1. the cost of additional or substitute Services;
    2. any failure to perform or delay in performing its obligations under the conditions caused by a Force Majeure Event;
    3. any loss or damage that is not foreseeable;
    4. any loss or damage (including indirect and consequential) caused by the inability of the Customer to use the EV Charging Facility and/or the Service where such loss or damage is not directly caused by GRIDSERVE;
    5. any defects in the EV Charger and/or the Customer’s vehicle caused by failure to follow GRIDSERVE’s instructions in relation to the use of the Services and the connecting and/or disconnecting of the Customer’s vehicle to the EV Charger. As set out in Clause 3.1(c) if the GRIDSERVE instructions conflict with the instructions of the Customer’s vehicle manufacturer and the Customer decides to use the Charging Facility they must follow the GRIDSERVE instructions but do so at their own risk and GRIDSERVE will not be liable for any damage which may subsequently be caused to the Customer’s vehicle.
  • GRIDSERVE shall not be liable for any costs, expenses, damages or losses sustained or incurred by the Customer arising directly or indirectly from GRIDSERVE’s failure or delay in performing any of its obligations as set out in these Terms and Conditions.


  1. Miscellaneous
  • The Customer has the right to cancel the Services provided by GRIDSERVE at any time, however, the Charging Fee for the Services already used is non-refundable and payable at all times.
  • GRIDSERVE reserves the right to amend these Conditions at any time. Any amendments made to these Conditions will be effective once posted on the GRIDSERVE website.
  • These Conditions are deemed accepted when the Customer commences the Services.
  • These Conditions are governed by the laws of England and Wales and the English courts shall have exclusive jurisdiction.


Last Updated September 2022



GRIDSERVE® EV Leasing Terms and Conditions


1. Definitions

    1. In these Terms and Conditions the following words and phrases have the meanings set out below:

Applicable Law the laws of England and Wales.

Arrangement Fee the fee we charge for our Services which is payable at the time of the Order.

Business Customer A customer who is not a Consumer.

Cancellation Period Has the meaning set out in clause 9.2

CAP means the third-party company (CAP Automotive Limited) used by us to provide current information on the vehicles on the Website, with its registered office at Capital House, Bond Court, Leeds, LS1 5EZ

Consumer an individual acting for purposes which are wholly or mainly outside that individual’s trade, business, craft, or profession.

Credit Check means the use of your personal data to assess the suitability and affordability of the finance agreement, which may include your details being passed to a credit reference agency to perform a credit search.

Deposit means the sum that may be paid by you at the time of the Order for the Vehicle and returned to you following the delivery of the Vehicle.

Initial Payment means the initial rental payable to your Funder, which will be collected by us and set out in the Order and/or Finance Agreement.

Finance Agreement means a finance agreement with a Funder to lease the Vehicle identified in your Order.

Funder The provider of finance under a Finance Agreement

GRIDSERVE Has the meaning set out in Clause 2.1

Manufacturer means the manufacturer of your chosen Vehicle.

Order means an order form which has been signed by you together with an application for finance which has been accepted and approved by a Funder.

Services means sourcing, locating or otherwise identifying vehicles, obtaining relevant Credit Checks, the arrangement or procurement of a Finance Agreement and the arrangement of delivery of a Vehicle to you.

Terms means these terms and conditions on which GRIDSERVE supply the Services to you.

VAT means value added tax as applicable.

Vehicle means a vehicle displayed from time to time on our Website and ordered by you.

Website means the images, applets, scripts, text, and graphics forming the website operated by GRIDSERVE and registered under the domain name

  1. In these Terms: (i) words importing the singular include the plural and vice versa, words importing a gender include every gender and references to persons include bodies corporate or unincorporated; (ii) the headings to the paragraphs are for convenience only; and (iii) the expression “group of companies” means in relation to any company that company and any holding company or subsidiary for the time being of such company and any other subsidiary of any such holding company and the expressions “holding company” and “subsidiary” shall have the meanings ascribed thereto by Sections 736 and 736A of the Companies Act 1985 (as replaced by Section 1159 of the Companies Act 2006).

2. Who we are

  1. GRIDSERVE Car Leasing Limited, a company registered and incorporated in England and Wales with company number 13601174, whose registered office is at Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ, trading as GRIDSERVE (‘GRIDSERVE’, ‘we’, ‘us’, ‘our’), is regulated by the Financial Conduct Authority (FCA). Our Regulated Firm reference number is 986673 and the activities we are authorised to engage in include acting as a credit broker (but not a lender).
  2. GRIDSERVE is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486).

3. What we do

  1. We act as a Credit Broker specialising in long-term leasing arrangements known as Personal Contract Hire (PCH), or for Business Customers Business Contract Hire (BCH). We charge a £249.00 inc. VAT Arrangement Fee for our Consumer Credit services.
  2. When acting on your behalf as a broker, GRIDSERVE will introduce you to a panel of Funders who may be able to offer you a hire arrangement. When we introduce you to a Funder for the Vehicle you are interested in then, if you decide to enter into an agreement with them, we may receive a payment(s) or other benefits from the Funder. Typically this will be either a fixed fee or a fixed percentage of the Vehicle price. The payment we receive may vary between Funders and product types, but it does not impact the finance rate offered.
  3. Once you have a quote that meets your requirements, we will submit your application to the Funder. To process your application the Funder will need to carry out background and affordability checks. They may use public and personal data from a variety of sources including credit reference agencies and other organisations. This will include conducting a credit search, for which they may require additional financial information from you; we will let you know if this is the case. Please be aware that credit searches can impact your credit rating, as any credit reference search will appear on your credit report whether or not your application proceeds.
  4. All finance applications are subject to status, terms and conditions apply, UK residents aged 18 years or over only.
  5. Guarantees may be required.
  6. Vehicle leasing can be costly and failure to make payments is likely to impact your credit rating. Please take your time and carefully consider the current and future affordability of any offer before you accept the terms. For the avoidance of doubt, GRIDSERVE do not and cannot offer financial, legal or tax advice. If you are in any way unsure, please seek independent advice.

4. Your personal data

  1. When you enquire about, and work with us to obtain, an electric vehicle, you will provide us with ‘personal data’, which we will process in line with the requirements of the General Data Protection Regulation and the Data Protection Act 2018 (‘’Data Protection Legislation’’).
  2. The personal data we will collect includes information relating to your name, address, date of birth, contact details and certain financial information. We will process your personal data to allow us to provide our Services to you, to manage future communications between ourselves and, where it is in our mutual interest, to provide you with information about our wider products and services (the ‘’Purposes’’). Details of how we use your personal data are set out in our Privacy Notice which you can find here.
  3. You can opt out of receiving information about our wider products and services by e-mailing We will only use your data for the Purposes set out above and will only grant access to or share your data within our Group of Companies, with Funders (who may also share it with credit reference agencies), and with authorised third parties and service providers where we are entitled, by law, to do so.
  4. Data Protection legislation provides you with certain rights which are set out in our Privacy Notice. If you require further information on how we process your data, or you wish to exercise your rights, please see our Privacy Notice, or contact our Data Protection team by email or by post at: Thorney Weir House, Thorney Mill Road, Iver, SL0 9AQ.

5. Vehicles

  1. Vehicle descriptions and technical information on the Website are provided by CAP; GRIDSERVE shall not be held liable for any errors or discrepancies in the information provided on the Website.
  2. From delivery of a Vehicle to you, it shall be your responsibility for keeping the Vehicle properly maintained and serviced in accordance with the Manufacturer’s guidelines and the terms of any Finance Agreement where applicable.
  3. Vehicle pricings and quotations provided by GRIDSERVE or generated from the GRIDSERVE Website are not an offer of finance and are only for guidance purposes until you have a valid Order for a Vehicle. The prices stated on the Website for vehicles may be shown inclusive or exclusive of VAT, depending on whether you have selected to view as a Consumer or Business Customer. Please note that you will be liable to pay VAT.
  4. GRIDSERVE reserve the right to make changes to pricing as a result of factors outside of our control such as Manufacturer price changes, changes in tax treatment, VAT, or residual value calculations.

6. Ordering a Vehicle

  1. GRIDSERVE’s Website or Leasing Consultants will guide you through the steps you need to take to place an Order with GRIDSERVE. The process allows you to check and amend any errors before submitting your application to GRIDSERVE.
  2. After you submit your application, you will receive an e-mail from GRIDSERVE acknowledging that your application has been received for consideration by GRIDSERVE and the Funders we use. For the avoidance of doubt, this does not mean that your application has been accepted or that a Contract has been formed between you and GRIDSERVE or you and the Funder.
  3. Prior to any Contract being formed pursuant to clause 6.8, should you realise that you have made an error after placing your application, or simply wish to cancel, please let GRIDSERVE know as soon as possible and no later than eight hours after submitting your application.
  4. Once your Finance Agreement has been accepted with a signed Order form, the Vehicle will be sourced by GRIDSERVE from the relevant Manufacturer or dealership.
  5. If there are any subsequent changes beyond GRIDSERVE’s control such as the Vehicle ordered is not available, or the Funder changes the price, GRIDSERVE will contact you to confirm whether you want to proceed with the Order, find an alternative vehicle or cancel.
  6. A Contract will be formed between you and GRIDSERVE (the “Contract”) once you have provided all necessary information to process your application, requested the Services to be performed, paid the Arrangement Fee, paid the Deposit and/or Initial Payment (as applicable) and you have received our acceptance of your application by e-mail (“Order Confirmation”).
  7. Once the Vehicle has been sourced, the details of your application will be communicated to the Funder, and you will need to enter into a separate Finance Agreement with them.
  8. You may be requested to pay the Arrangement Fee, Deposit, and Initial Payment at the time of your application or at such time as required by GRIDSERVE. GRIDSERVE reserves the right to charge you the Arrangement Fee and/or Deposit (or a reasonable proportion of such fees) if GRIDSERVE has already commenced performance of the Services and you fail to enter into a Finance Agreement or having entered a Finance Agreement you fail to proceed with the Order.
  9. In the event GRIDSERVE are unable to locate any Vehicle stated on the Order Confirmation at the price stated, or after GRIDSERVE has commenced performance of the Services, GRIDSERVE will notify you of this by e-mail and GRIDSERVE will not proceed any further. In the event GRIDSERVE cannot perform the Services in accordance with this clause 6.12, GRIDSERVE shall refund the amount paid by you to GRIDSERVE as soon as reasonably practicable and in any event within 30 working days from the date of the notification.
  10. You shall indemnify us and hold us harmless against all liabilities, reasonable and properly incurred costs, expenses, damages and losses (including but not limited to any direct, indirect or consequential losses and all interest, penalties and legal costs and all other professional costs and expenses) suffered or incurred by us once the Vehicle has been sourced and/or any claim or demand made against us by a third party (including but not limited to a Funder) arising out of or in connection with the provision of the Services to the extent that such claim arises out of the cancellation of the Contract and/or any Finance Agreement entered into by you. The recoverable costs under this indemnity may include (but are not limited to): a) preparation costs; b) transport costs; c) storage costs; d) vehicle registration costs; e) delivery costs; and f) any other costs ancillary to the provision of the Services.
  11. GRIDSERVE do not supply Vehicles outside of the United Kingdom.

Clauses 6.12 and 6.13 apply only if you are a Consumer

  1. You may only place an Order for a Vehicle if you are at least 18 years old, resident in the United Kingdom, and hold a full driver’s licence.
  2. You are entitled to cancel your Order in accordance with clause 9. In the event you choose to cancel the Contract for the Services within the 14-day Cancellation Period, you may still be liable to pay the Arrangement Fee and/or Deposit (or a reasonable proportion thereof). Please see clause 9.6(a) and 9.6(b) for further details.

Clauses 6.14 and 6.15 apply only if you are a Business Customer

  1. you confirm that you have authority to bind any business on whose behalf you use our site to place an Order for a Vehicle. The prices stated in respect of the Vehicle will be exclusive of VAT.
  2. these Terms, any Order, Order Confirmation, and any agreed amendments to the Order, constitutes the entire agreement between GRIDSERVE and the business on whose behalf you are leasing the Vehicle and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations, and understandings between us, whether written or oral, relating to its subject matter.

7. Vehicle prices

  1. The prices of the Vehicle will be as quoted on our Website at the time you submit your application. GRIDSERVE will try to ensure that the prices of the Vehicles on the Website are correct. However, please see clause 7.4 for what happens if we discover an error in the price of any Vehicle ordered.
  2. Prices for the Vehicle may change from time to time, and any changes that affect the price of an Order that you have already placed will be communicated to you. In these circumstances, you will be able to cancel your Order if such changes are not acceptable to you.
  3. Where the price quoted is inclusive of VAT, this is calculated at the rate applicable in the UK at the relevant time. If the rate of VAT changes between the date of receiving the Order Confirmation and the date of delivery of the Vehicle, we will adjust the VAT you pay.
  4. Save as otherwise communicated to you the prices advertised for the Vehicle include:
    1. the cost of delivery by the relevant dealer to a UK mainland destination (delivery to non-mainland UK destinations will incur an extra charge which will be calculated at the time of Order).
    2. the cost of number plates.
    3. the cost of any road fund licence for the term of the Finance Agreement (if applicable. If the cost of the road fund licence or of any applicable additional or alternative duty licence or levy imposed in relation to the Vehicle or its use increases, you will be charged the amount of the increase by your Funder for the applicable year. Further charges may apply in subsequent years, for more information please refer to the terms and conditions of your Finance Agreement); and
    4. the cost of any vehicle registration charge.
  5. The Website features many vehicles, which change frequently, and it is possible that, despite our reasonable best efforts, some of the vehicles listed on our site may be incorrectly priced. If GRIDSERVE discover an error in the price of any vehicle, GRIDSERVE will contact you to inform you of this error and we will give you the option of continuing with the Order at the correct price or you may cancel your Order. GRIDSERVE will not process your Order until your instructions have been received. If GRIDSERVE are unable to contact you using the contact details you provided, we will treat the Order as cancelled and notify you in writing.
  6. Whilst GRIDSERVE endeavour to always display the correct monthly rental rate on the Website, rental rates fluctuate and may go down as well as up due to Manufacturer’s pricing, adjustments in Funders’ residual values and/or dealer or Manufacturer discounts. This does not mean that the price for your Order is incorrect, should be changed, or that you have a right to cancel pursuant to clause 7.5 but that the price for the same or similar vehicle as contained in your Order has been amended on the Website after you placed your Order.
  7. Whilst every effort is made to state Manufacturers’ standard and optional equipment details accurately, no responsibility can be accepted for fluctuations in interest rates, Manufacturer’s prices and specification changes or otherwise. Quotations are subject to account and credit approval and Vehicle availability.
  8. The Arrangement Fee and Deposit (where applicable) can only be paid with a debit card or credit card; GRIDSERVE accept the following cards: Visa, Visa Debit, Visa Electron, Maestro or Mastercard.
  9. Any prices given by us on the Website are for information purposes only and do not constitute an offer. Vehicle quotations provided by us or generated from the Website are not an offer of finance and are for guidance purposes only until a written Order has been accepted and agreed by you in writing.

8. Vehicle delivery

  1. Upon receipt of a signed Finance Agreement, the Vehicle will be registered and delivered to the address provided by you in your application or made available for collection at one of the GRIDSERVE sites, or any other location as agreed with GRIDSERVE. Any mileage showing on the odometer of the Vehicle at the time of delivery/collection will not count towards your contracted mileage allowance.
  2. GRIDSERVE will provide you with an estimated delivery date for the Vehicle once this has been received from the supplying dealer or Manufacturer of the Vehicle.
  3. Any quoted delivery date is an estimate and circumstances can arise where a Vehicle is delayed during manufacture or delivery. In these cases, GRIDSERVE will keep you informed. GRIDSERVE have no control over Manufacturer delivery times and will not accept any responsibility for any losses caused by any delay to the delivery time.
  4. Prior to delivery you will need to provide proof of insurance for the Vehicle. You are responsible for ensuring that your Vehicle is covered by an appropriate insurance policy.

9. Your right to cancel


  1. If you are a Consumer within the definition of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as set out in Clause 1) you have, for a limited time (the ‘Cancellation Period’, as set out in clause 9.2), a legal right to cancel a Contract. This means that during the Cancellation Period, if you change your mind or decide for any other reason that you do not want to receive the Services, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens Advice Bureau or Trading Standards Office.
  2. Your legal right to cancel is 14 days from the date the Contract with GRIDSERVE starts (the “Cancellation Period”). For example: if you place your Order on 1 January and we send you an Order Confirmation on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
  3. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to email or contact your Leasing Consultant.
  4. If you cancel your Contract, we will refund the Arrangement Fee, Deposit and Initial Payment, or any other monies received from you at the date of cancellation; refunds will be paid to the card used by you to make the payment. GRIDSERVE are permitted by law to charge a reasonable fee for the Services in circumstances where you have requested the Services to be performed in accordance with clause 9.6(a) or 9.6(b) during the Cancellation Period and deduct such reasonable fee from the monies held which could be up to the full amount of the Arrangement Fee, or any other monies received from you. Such fee shall be:
    1. in proportion to what Services have been supplied, in comparison with the full coverage of our Contract.
    2. calculated on the basis of the total price agreed in the Contract for our Services or, if the total price is excessive, on the basis of the market value of the Service that has been supplied, calculated by comparing prices for equivalent services provided by other suppliers.
  5. As you are a Consumer, we are under a legal duty to supply the Services in conformity with these Terms. As a Consumer, you have legal rights in relation to services that are provided not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
  6. Please note, the right of cancellation set out in this clause 9 does not apply where you have:
    1. requested the Services to be performed during the Cancellation Period and you have acknowledged that you will be responsible to pay the Arrangement Fee and/or Deposit (or a reasonable proportion thereof) for the Services during the Cancellation Period; or
    2. placed an Order for a Vehicle which is made to your individual specifications and/or clearly personalised in circumstances where this has been communicated to you in advance of GRIDSERVE performing the Services.

10. GRIDSERVE liability


  1. Nothing in these Terms limits or excludes our liability in performing the Services for:
    1. death or personal injury caused by our negligence; or
    2. fraud or fraudulent misrepresentation.
  2. Subject to clause 10.1, GRIDSERVE shall not be liable to you whatsoever, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Services for: a) any loss of profits, sales, business, or revenue; b) loss or corruption of data, information or software; c) loss of business opportunity; d) loss of anticipated savings; e) loss of goodwill; f) or any indirect or consequential loss.
  3. GRIDSERVE shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  4. Nothing in these Terms limits or excludes our liability in performing the Services for: a) death or personal injury caused by our negligence; or b) fraud or fraudulent misrepresentation.

11. GRIDSERVE’s right to cancel

  1. GRIDSERVE reserve the right to cancel the Contract in the event of any issues outside of GRIDSERVE’s control or the unavailability of key personnel and/or any Vehicle. If GRIDSERVE cancels the Contract in accordance with this clause 11, GRIDSERVE shall refund any amounts paid by you prior to the date of cancellation.
  2. GRIDSERVE reserve the right to cancel the Contract after the commencement of the Services for any reason by providing you with written notice in writing. Any amounts paid by you up to the date of cancellation shall be refunded to you by GRIDSERVE.
  3. GRIDSERVE reserves the right to cancel the Contract at any time with immediate effect in the event that;
    1. you fail to pay the Arrangement Fee, Deposit and/or the Initial Payment following a request from GRIDSERVE to you, as communicated from time to time; or
    2. if you commit a material breach of the Contract and do not rectify such breach within 7 days of notification of the breach.

12. Manufacturer’s warranty


  1. For details of the applicable Manufacturer’s warranty terms and conditions, please refer to the Manufacturer’s warranty provided with the Vehicle.
  2. If you are a Consumer, a Manufacturer’s warranty is in addition to, and does not affect, your legal rights in relation to any Vehicle that is faulty or not as reasonably described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

13. Force Majeure event

GRIDSERVE shall not be in breach of this agreement nor liable for delay in performing, or failure to perform, any of its obligations under the Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control. In such circumstances GRIDSERVE shall be entitled to a reasonable extension of the time for performing such obligations. If the period of delay or non-performance continues for 90 days you may terminate this agreement by giving 30 days written notice to GRIDSERVE.

14. End of lease

  1. Your Finance Agreement will have an annual mileage limit which will apply across the full term. If the Vehicle is returned with mileage above the total limit for your Finance Agreement this will result in additional charges as set out in your Finance Agreement.
  2. At the end of your lease under the Finance Agreement, the Vehicle condition will be assessed in accordance with the British Vehicle Renting and Leasing Association (BVRLA) Fair Wear and Tear Guide. For further information visit the BVRLA website.
  3. In cases where the Vehicle does not satisfy the criteria of the BVRLA Fair Wear and Tear Guide, you may be charged additional fees as set out in the Finance Agreement.

15. Free charging allowance

  1. Subject to the conditions set out in this clause 15, you are entitled to receive three (3) months’ free charging for your Vehicle at any charger on the GRIDSERVE Electric Highway network (the list of eligible chargers can be provided upon request) (“Free Allowance”).
  2. GRIDSERVE will send you  an RFID card by first class post to the address stated on the Order within ten (10) days of the delivery of your Vehicle.
  3. The three (3) month period (“Free Allowance Period”) will start from the day after the RFID card is posted to you. The RFID card will automatically stop working on expiry of the Free Allowance Period.
  4. The Free Allowance:
    1. is not negotiable or transferable and resale is strictly prohibited;
    2. may not be claimed by a third party on your behalf;
    3. may only be used by you; and
    4. may only be used to charge the Vehicle ordered from GRIDSERVE.

If GRIDSERVE discovers that you are in breach of any of the conditions in clauses 15.4 (a) – (d) above, GRIDSERVE will immediately deactivate the RFID card and GRIDSERVE may, at its discretion, charge you for all charging sessions made using the RFID card.

16. General

  1. Assignment and other dealings. GRIDSERVE may at any time assign, transfer or otherwise deal with our rights and obligations under a Contract to another organisation, this will not affect your rights or GRIDSERVE’s obligations under these Terms. You may only transfer your rights or your obligations under these Terms to another person with our prior written consent.
  2. Third Party Rights. This contract is between you and us. No other person shall have any rights to enforce any of these Terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
  3. Severance. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
  4. Waiver. Failure at any time to demand strict performance of any of the undertakings, terms and conditions set forth in these Terms shall not be constituted as a continuing waiver or relinquishment thereof. Should any term of this Agreement be considered void or voidable under any Applicable Law then such term shall be severed or amended in such a manner as to render the remainder of this Agreement valid or enforceable, unless the whole commercial object is thereby frustrated.
  5. Jurisdiction. These Terms and the contract with us and any dispute arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. Each party both agrees that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising in connection with these Terms

17. Complaints

GRIDSERVE is committed to providing a high quality, transparent, and straightforward service to everyone we interact with. We aim to be awesome in our customer service, so if you are not happy with a product or service, please get in touch and let us know.

You can contact us by email to, or write to:

The Complaints Team


Thorney Weir House,

Thorney Mill Rd,

Iver, SL0 9AQ.

We listen to complaints, treat them seriously, and learn from them to continuously improve your experience with us.

You may also have the right to complain to the Funder who has provided finance under your Finance Agreement, the BVRLA, and/or to ITC Compliance Limited. For full details of when it is appropriate to complain to these parties, and how to do so, please see our Complaints Policy, a copy of which is available on request from the Complaints Team.

GRIDSERVE® Electric Forecourts®
Terms and Conditions of Entry


1. Introduction
GRIDSERVE wants all its customers and guests to enjoy their visit to its Electric Forecourts®. To help ensure this, admission to any GRIDSERVE Premises is subject to the following terms and conditions. By entering GRIDSERVE Premises, you agree to be bound by these terms and conditions (‘’Conditions’’).

2. Definitions
‘’Applicable Law’’: the laws of England and Wales.
‘’Customer’’: a customer who enters GRIDSERVE Premises and uses the Paid Services.
‘’GRIDSERVE’’: GRIDSERVE Sustainable Energy Limited, registered in England and Wales with Company No. 10977981 having its registered address at Thorney Weir House, Thorney Mill Lane, Iver, Buckinghamshire, SL0 9AQ, United Kingdom, and any group company, details of which can be provided on request.
‘’GRIDSERVE Buildings’’: buildings at GRIDSERVE’s Electric Forecourts® sites.
‘’GRIDSERVE Premises’’: GRIDSERVE’s Electric Forecourts® sites, including GRIDSERVE Buildings, where these Conditions apply.
‘’GRIDSERVE Staff’’: staff members working at GRIDSERVE Premises.
‘’Guest’’: anyone who enters GRIDSERVE Premises and/or uses the Unpaid Services.
‘’Paid Services’’: various paid services and facilities available at GRIDSERVE Premises which includes, but is not limited to, the use of EV Charging Facility, shopping at the retail partnership found at GRIDSERVE Premises and the use of GRIDSERVE Office Pods (where applicable).
‘’Unpaid Services’’: assorted services and facilities available at GRIDSERVE Premises free of charge and includes, but is not limited to, the use of bathroom facilities and Wi-Fi.

3. General
Customers and Guests agree to be bound by below provisions when visiting GRIDSERVE Premises.
3.1 Behaviour Customers and Guests are requested to behave in a respectful and responsible manner. GRIDSERVE reserves the right to require Customers and Guests who are disruptive, antisocial or violent towards GRIDSERVE Staff or members of the public to leave GRIDSERVE Premises immediately without any entitlement to a refund. What constitutes disruptive, antisocial or violent behaviour shall be determined at the sole discretion of the GRIDSERVE Duty Manager and includes both physical and verbal abuse.

3.2 Food and Drinks Policy Customers and Guests are prohibited from bringing and/or consuming any drinks (including alcohol) or food inside GRIDSERVE Buildings, save for food and/or non-alcoholic drinks purchased from the retail partnership found at the relevant GRIDSERVE Premises. Only alcoholic beverages provided as part of a GRIDSERVE authorised event may be consumed at GRIDSERVE Premises. Alcoholic beverages may be purchased from the retail partnership found at GRIDSERVE Premises but must not be consumed on site.

3.3 Search Policy In the interest of safety and security, GRIDSERVE Staff reserve the right to search a Customer’s or Guest’s possessions whilst on GRIDSERVE Premises for any item which GRIDSERVE Staff believe may contradict these Conditions. GRIDSERVE reserves the right to refuse entry or require a Customer or a Guest, who doesn’t agree to being searched, to leave GRIDSERVE Premises without entitlement to a refund.

3.4 Parking Customers and Guests are responsible for complying with all parking restrictions and paying all fees that may be imposed by any third parties. GRIDSERVE is not responsible for the parking regulations imposed by third parties and for the safety of Customers’ and Guests’ vehicles which includes any personal belongings left inside the vehicles. Customers’ and Guests’ vehicles cannot be left at GRIDSERVE Premises overnight.

3.5 Roadways Customers and Guests must obey any traffic flow and/or one-way systems that are clearly marked at GRIDSERVE Premises, unless specifically instructed otherwise by GRIDSERVE Staff. No vehicles should ever intentionally block the roadways. Vehicles must only be left in the designated parking or charging bays or waiting laybys where applicable. Failure to comply with this clause will be deemed to constitute unsafe and careless driving, resulting in a Customer or a Guest being asked to leave GRIDSERVE Premises immediately.

3.6 Charging Bays Customers and Guests must always park in the bays designated for their vehicle type. Internal Combustion Engines vehicles must not park in designated charging bays. Failure to comply with provisions under this clause will be deemed to constitute anti-social and disruptive behaviour, resulting in a Customer or a Guest being asked to leave GRIDSERVE Premises immediately.

3.7 Children Customers or Guests under the age of 16 shall be accompanied by adults whilst at GRIDSERVE Premises. Customers and Guests are responsible for all children under their care at all times.

3.8 CCTV CCTV is in use at GRIDSERVE Premises at all times, for further details regarding the use of CCTV please see our Privacy Notice.

3.9 Pets Pets are welcome at designated areas within GRIDSERVE Premises, however only assistance dogs are allowed inside GRIDSERVE Buildings.

4. Safety and security
4.1. GRIDSERVE reserves the right to refuse entry to Customers and Guests who appear, or are believed, to be intoxicated, or under the influence of illegal substances and may require such Customers and Guests to leave GRIDSERVE Premises immediately without any entitlement to a refund.

4.2. Customers and Guests are forbidden from bringing any illegal substances or weapons onto GRIDSERVE Premises. Customers and Guests found in possession of such items will be refused entry or required to leave GRIDSERVE Premises immediately without any entitlement to a refund. GRIDSERVE takes such matters seriously and may report the incident to the relevant authorities.

4.3. In order to comply with health and safety requirements under the Applicable Law, Customers and Guests must at all times remain within the public areas of GRIDSERVE Premises and must not obstruct the roadways or marked fire exit routes with personal belongings.

4.4. Customers and Guests must always keep their personal belongings with them. GRIDSERVE accepts no responsibility for the loss, theft, or damage to any personal items brought onto GRIDSERVE Premises.

4.5. Customers and Guests are not permitted to smoke on GRIDSERVE Premises, this includes electronic cigarettes and other artificial smoking devices. GRIDSERVE reserves the right to require any Customer or Guest found to be in breach of this clause to leave GRIDSERVE Premises immediately without any entitlement to a refund.

5. Miscellaneous
5.1. Nothing in these Conditions affects Customers’ statutory rights or excludes or limits GRIDSERVE’s liability for fraud, death or personal injury resulting from GRIDSERVE’s negligence, or for any other liability which cannot be excluded or limited under the Applicable Law but otherwise GRIDSERVE’s liability shall be limited to the fee the Customer paid for the Paid Services at GRIDSERVE Premises.

5.2. In the event that a Customer or a Guest breaches any provisions of these Conditions, GRIDSERVE, in addition to other rights it may have under the Applicable Law, reserves the right to take such action as is necessary to prevent the reoccurrence of such breach including, but not limited to, recovering any costs incurred, and/or taking legal action, and/or prohibiting the relevant Customer or Guest from entering GRIDSERVE Premises.

5.3. GRIDSERVE Duty Manager may at his/her sole discretion refuse entry to any Customer or Guest onto GRIDSERVE Premises at any time.

5.4. GRIDSERVE accepts no responsibility for any information displayed or broadcast on GRIDSERVE Premises by any third party.

5.5. GRIDSERVE reserves the right to amend these Conditions from time to time.

5.6. GRIDSERVE can be contacted at Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ as well as by emailing or by telephoning +44 (0)333 1234 333.

Last Updated July 2022

Terms of Use

GRIDSERVE Guest Wi-Fi network
​Welcome to GRIDSERVE UK OMM Ltd (company registration number 11057010) (“GRIDSERVE”) Guest Wi-Fi network (“Guest-Wi-Fi”). Before connecting to the GRIDSERVE Guest Wi-Fi, please read these terms and conditions carefully (the “Terms”). These Terms along with our Privacy Notice make up the terms and conditions for use of the GRIDSERVE Guest Wi-Fi. We may amend these Terms and the Privacy Notice from time to time, so we recommend that you review these regularly. The terms “we”, “our” and “us” when used in these Terms means GRIDSERVE. The terms “you”, “your”, “yours”, when used in these Terms means you as a user of the GRIDSERVE Guest Wi-Fi as the context requires.
By clicking the “Connect to the Internet” button you confirm that you accept these Terms, you acknowledge that you have read and understood and agree to all the terms.

1. Using the GRIDSERVE Guest Wi-Fi
The GRIDSERVE Guest Wi-Fi is a free service. You can continue to use the GRIDSERVE Guest Wi-Fi free of charge as long as you continue to accept our Terms.
We do not guarantee that the GRIDSERVE Guest Wi-Fi is compatible with all hardware types and devices or guarantee device connectivity.
The GRIDSERVE Guest Wi-Fi is intended for browsing the internet and using apps. Any browsing should be solely undertaken in accordance with paragraph 6 of these terms.
We are not responsible for the content of websites you visit while using the GRIDSERVE Guest Wi-Fi. We may at our sole discretion restrict access to certain features and websites.

2. Children and Young Adult Users
Children and young adults under the age of 18 are not permitted to use the GRIDSERVE Guest Wi-Fi.

3. Reliability
We do not guarantee uninterrupted access to the GRIDSERVE Guest Wi-Fi and we may suspend the service at any time, for any reason, in our sole discretion.
The GRIDSERVE Guest Wi-Fi is not a secure network and we are not responsible for the security of the information and data which you transmit using the GRIDSERVE Guest Wi-Fi. We are not responsible for the accuracy of any information or data obtained from the internet using the GRIDSERVE Guest Wi-Fi.

4. How we use your information
By using the GRIDSERVE Guest Wi-Fi you understand and accept that your device details will be stored. Any activity you undertake on the GRIDSERVE Guest Wi-Fi network will be logged against your device details. We use that data to monitor compliance with these Terms, to prevent and detect crime and to monitor usage of the GRIDSERVE Guest Wi-Fi. Your device data will be stored for up to 12 months after your last logon, and your email address for 12 months after the later of your last logon, or, if you have subscribed to receive marketing emails 12 months after the date you unsubscribe.
We reserve the right to report on any activity undertaken on the GRIDSERVE Guest Wi-Fi and where necessary restrict or block access to a person, account, website or device.

5. Our liability to you
Nothing in these Terms shall restrict or exclude our liability for death or personal injury arising from our negligence nor any other liability which cannot be excluded or limited under applicable law.
We shall not be liable to you in contract, tort (including negligence), breach of statutory duty or otherwise arising from your use of the GRIDSERVE Guest Wi-Fi for:
• loss of income or revenue;
• loss of business;
• loss of profits or contracts;
• loss of anticipated savings;
• loss of opportunity or goodwill;
• loss of, damage to, or corruption, of data; or
• indirect or consequential loss of any kind.

6. What you must not do on the GRIDSERVE Guest Wi-Fi
You agree not to:
• use the GRIDSERVE Guest Wi-Fi for any unlawful or illegal purpose;
• use the GRIDSERVE Guest Wi-Fi for any commercial purposes;
• make any use of the GRIDSERVE Guest Wi-Fi which causes the whole or part of the GRIDSERVE Guest Wi-Fi to be interrupted, damaged, made less efficient, or impair the effectiveness or functionality of the GRIDSERVE Guest Wi-Fi in anyway;
• use the GRIDSERVE Guest Wi-Fi for sending or posting any computer viruses or any other harmful code, or any material which is defamatory, offensive or obscene; or
• use the GRIDSERVE Guest Wi-Fi in a way which infringes the rights of any person (whether in breach of confidentiality or intellectual property rights or otherwise).

We reserve the right to terminate or restrict your access to the GRIDSERVE Guest Wi-Fi, without advance notice, if we reasonably believe that you are misusing the GRIDSERVE Guest Wi-Fi or are otherwise in breach of these Terms.

7. Indemnity
You agree to indemnify and hold us harmless from and against all liabilities, claims, losses or damages (including legal fees) costs and other expenses, however caused, that may arise as a result of or in connection with inappropriate or unauthorised access to the GRIDSERVE Guest Wi-Fi by you and/or breach by you of any of these Terms.

Last Updated July 2022

GRIDSERVE® Office Pods
Rental Terms & Conditions

1. Introduction
These Terms and Conditions apply to individuals booking meeting rooms at one of the GRIDSERVE Electric Forecourt® premises operated by GRIDSERVE UK OMM LTD which is part of the GRIDSERVE Group of companies (“GRIDSERVE”).
In these Terms and Conditions, “we”, “our” or “us” refers to GRIDSERVE and “you” refers to individuals booking an Office Pod.
Please note Terms of Entry for the Electric Forecourts® will also apply to your use of the Office Pods.

2. Booking an Office Pod
2.1 Office Pods can be booked using:
a. the GRIDSERVE website at; or
b. a tablet located onsite at one of our Electric Forecourts ®.
2.2 All bookings at our premises are subject to availability and payment in advance of the booking fee quoted to you at the time of booking.
2.3 Payment of the booking fee constitutes an offer to us to secure a meeting room at our premises, we will send you a confirmation of your booking to the email address provided by you when making your booking. At this point, a contract will be formed between us.
2.4 Confirmation is only provided once payment is received in full. Access will be denied to our Office Pod if you have not paid prior to arrival. We accept all major credit and debit cards as well as PayPal to make payment for your booking. For the avoidance of doubt, we do not accept cash or any other type of payment method other than the methods set out above. Your transaction will be declined if you try to book with any other method and you will not be able to use the Office Pod.
2.5 In the event your meeting at our premises is due to overrun, you can amend your time slot online, subject to availability.
6. Bookings can only be taken for meeting rooms between the hours of 08:00am and 20:00pm Monday to Sunday and are subject to availability.
2.6 If you benefit from a special discount, promotion of offer, we may discontinue that discount, promotion or offer without notice if you materially breach these Terms and Conditions.

3. Supply of Equipment
3.1 The hiring of the Office Pod shall include:

a. tables and chairs;
b. digital screen;
c. cabling as part of the Office Pod; and
d. free Wi-Fi (subject to the Free Wi-Fi Terms and Conditions, available here).

3.2 Laptops, computers and similar devices are not provided by GRIDSERVE. If you intend to use such a device (or devices) you must ensure it/they is/are PAT tested to conform with legal requirements. We do not provide chargers or adapters as part of the booking.

3.3 If you wish to use any additional equipment with the items set out in 3.1 above, you must seek our prior written approval prior to arrival and all extra equipment must be PAT tested and confirmation provided that it has passed such testing.

3.4 You are liable for any damage or loss to our furniture, the meeting room or equipment (whether it belongs to you or us). In the event of any damage or loss to our furniture, the meeting room or our equipment we will send you an invoice for the cost of such repair and/or replacement which must be paid within 14 days of the date of the invoice.

3.5 You must not:
a. Disconnect, change, or tamper with any cabling or connections in the Office Pod. In the event of any technical issues, please contact an onsite GRIDSERVE member of staff or contact our customer support desk on +44 333 1234 333; and
b. Move furniture from the Office Pod to any other part of our premises without our consent.

4. Data Protection
4.1 We undertake that, in performing our obligations, we shall comply with the provisions of the Data Protection Act 2018 (DPA) and all other applicable laws relating to the processing of Personal Data (as defined in the DPA) and shall only process personal data in accordance with, and as anticipated in, these Terms and Conditions and the GRIDSERVE Privacy Notice.

4.2 GRIDSERVE collects and processes customers’ data to tailor our range of services to meet the needs of individual customers and to undertake administrative activities in relation to the booking of Office Pods (including undertaking customer surveys). We will share relevant personal data with the third-party internet provider to facilitate your use of the Office Pod. We will only use your personal information for marketing if you have provided us with specific consent for this.

5. Use of the Office Pod and Termination
5.1 You must:
a. Observe all health and safety rules and regulations and any other security requirements that apply at any of GRIDSERVE’s premises.
b. Declare when booking the Office Pod, the purpose of the Office Pod hire, and the Office Pod and equipment must be used for that purpose only.
c. Not do anything that may interfere with the use of the premises by GRIDSERVE or by others.
d. Not cause any annoyance or nuisance.
e. Not do or cause anything to be done to increase the insurance premiums GRIDSERVE has to pay.
f. Not cause loss or damage to GRIDSERVE (including damage to reputation).
g. Leave the Office Pod clean, tidy and in the way you found it. Failure to comply with this will result in us issuing an invoice to you for cleaning charges.
5.2 We reserve the right to cancel any bookings for the Office Pod that we deem inappropriate.
5.3 If you fail to use the booking you will remain liable for the total booking fee unless you have provided notice to us of your cancellation at least 48 hours prior to your arrival.
5.4 In the event you cancel 48 hours or more prior to your arrival, you will receive a full refund of the booking fee.
5.5  Smoking is not permitted in any of our premises.
5.6 Food and drink must not be brought onto the premises for consumption or resale on the premises. Only food and drink purchased from on-site retail partners may be consumed in the Office Pod.

6. Entry to the Office Pod
6.1 Once your booking has been confirmed by us, we will provide you with a one-time only room lock code specific to your booking. This code is only available to you and the GRIDSERVE management team.
6.2 This lock code will become active at the time of the start of the room booking and will cease to function when the booking has expired.

7. Our Liability
7.1 When attending our premises to use the Office Pod and/or equipment, you must keep your personal belongings with you at all times. We accept no liability for damage to, or loss (including without limitation theft) of, personal property, save for any damage caused by our negligence in which circumstances our liability shall be limited to the amount of our insurance for such losses.
7.2 We will not be liable to you, or any third-party, for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from our actions or omissions or the actions or omissions of our employees, contractors or agents, is consequential, or is not reasonably foreseeable to both you and us when these Terms and Conditions between us was formed.
7.3 Nothing in these Terms and Conditions excludes our liability to you for personal injury or death caused by our negligence.

8. General
8.1 Risk Assessment You will be required to carry out a risk assessment for your booking in accordance with the Management of Health and Safety at Work Regulations 1999. You must also make yourself aware of our fire safety and evacuation procedures.
8.2 Force majeure Neither party shall be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations under these Terms and Conditions if such delay or failure result from events, circumstances or causes beyond its reasonable control.
8.3 Subletting You may not sublet any of the Office Pods or equipment.
8.4 Complaints If you are unhappy at any time with the service you received, please contact our Customer Care team on +44 333 1234 333 or contact a member of onsite GRIDSERVE staff to raise your concern. Within 24 hours of the completion of your booking we may ask you to complete a customer satisfaction survey.
8.5 Changes to these Terms We reserve the right to vary these Terms and Conditions from time to time. Where possible we will provide you with reasonable notice and dates these changes take effect.
8.6 Entire agreement These Terms and Conditions constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them (written or oral) relating to its subject matter.
8.7 Variation No variation of these Terms and Conditions shall be effective unless it is in writing and signed by the parties, or their authorised representatives.
8.8 Waiver No failure or delay by a party to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
8.9  Severance If any provision or part-provision of these Terms and Conditions is, or becomes, invalid, illegal, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause shall not affect the validity and enforceability of the rest of these Terms and Conditions.
8.10 Third party rights No one other than a party to these Terms and Conditions and their permitted assignees shall have any right to enforce any of its terms.
8.11 Governing law These Terms and Conditions, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation, shall be governed by, and construed in accordance with the law of England and Wales.
8.12 Jurisdiction Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms and Conditions or its subject matter or formation.

Last Updated July 2022

GRIDSERVE® Referrals Program Terms & Conditions

1. Overview
GRIDSERVE wants to help catalyse the adoption of electric vehicles.  To do this we need your help.  We want to get the word out to as many folks as possible about the electric vehicle solutions that we are offering and for helping us do that we want to reward you.​​
Simply share their details and we’ll do the rest. We’ll give them a call and upon the delivery of their shiny new electric vehicle you both receive rewards: you (the referrer) get £100, and they (the referee) get £50. The monies are issued onto a GRIDSERVE Virtual Reward Card which is a Mastercard prepaid digital card.

2. Definition of Terms
Referrer Means the person introducing us to their friend/family.
Referee Means the person being referred by the Referrer.
Rewards Means the money offered to both the Referrer (£100) and the Referee (£50), upon the delivery of an electric vehicle leased through GRIDSERVE.
Qualification/Qualified The stage at which the vehicle has been delivered and the Referral is successful for both the Referrer and Referee. Once the referral has qualified the Virtual Reward Card can be registered, and the monies will be made available.

3. Terms & Conditions
The promoter of the reward is GRIDSERVE UK OMM Limited, whose registered office is Thorney Weir House, Thorney Mill Lane, Iver, SL0 9AQ (referred to as “GRIDSERVE”, “we”, “us”, “our”).
These terms and conditions apply to any and all participants in the referral scheme, whether as a Referrer or a Referee.
Participants who are UK residents are eligible to receive a reward for each successful referral made. A referral is considered as successful upon the delivery of a vehicle leased through GRIDSERVE to the Referee, following the introduction made by the Referrer. GRIDSERVE reserves the right to determine, at its sole discretion, whether a successful referral has been made.
The GRIDSERVE Virtual Reward Card is available to customers who have qualified via the GRIDSERVE Referral Program. The GRIDSERVE Virtual Reward Card is only available with orders made via the Leasing Team.
Where a participant receives any reward from us, that participant agrees to comply with these conditions. The reward must not be sold, transferred, auctioned, or used for commercial gain.
GRIDSERVE is not responsible for any rewards lost or delayed in being sent. To the fullest extent permissible by law, GRIDSERVE will not be liable for any loss or damage whatsoever which is suffered or sustained as a result of participation in the referral scheme or use of the reward.
Offer is subject to availability and may be withdrawn at any time. Any awards issued in error must be returned in full by the benefiting recipient.
You must provide a valid email address, mobile number, and postal address in your application to receive this offer.
The GRIDSERVE Virtual Reward Card must be claimed within 90 days from issue date. Once you have completed the online claim form and your details have been received, your order will be checked to ensure you still qualify. If you do, you will be sent an email where you can register for the digital reward card.
The reward is provided in the form of a digital Reward Card issued by GVS Prepaid Limited, it can be spent online or over the phone where Mastercard® is accepted. Please see the Card Terms for full details on where you can use your card. Your balance will be valid for 24 months from the date of card issue and expires by the date displayed on the front of your card. Once expired, you will no longer be entitled to the funds on the card.
GVS Prepaid Limited is authorised and regulated by the Financial Conduct Authority (“FCA”) as an Electronic Money Institution (Registration Number 900230) under the E-Money Regulations 2011. Mastercard® is a registered trademark of Mastercard International Incorporated. GVS Prepaid Limited’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD.
Fulfilment of the reward will be managed by Hawk Incentives Limited on behalf of GRIDSERVE. If the reward is not received within 31 days of your registering for the virtual reward card, then you should contact the dedicated Customer Service team on 0344 800 6435 or email
This offer is entirely separate from any other rewards card offer and will not affect your ability to claim any other reward card you may be entitled to.
You will have 90 days from the date of issue to activate your Reward Card online. If you fail to activate within those 90 days, you will no longer be eligible for the offer.
The GRIDSERVE Virtual Card is only available to UK residents only, over the age of 18.
The card can be used with most retailers that accept Mastercard online or over the phone until the funds on the card are spent or until the card expiry date. Unspent funds which remain on the card after the expiry date cannot be redeemed. The card cannot be used for obtaining foreign currency, paying off credit card bills, credit agreements, loan agreements or any other such debt instruments, subscriptions, or automated payments, gambling, and adult entertainment, purchasing illegal goods or services, illegal and terrorist activity.

4. Acting in Good Faith
GRIDSERVE has introduced the referral programme for benefit of GRIDSERVE, its customers, and the planet. This is done in good faith, and we expect the same good faith in return. Referral rewards may be withheld or denied if we believe a GRIDSERVE customer is acting in bad faith, including but not limited to having any outstanding payments or being in breach of their lease agreement. Commercialising, advertising, selling, or paying for the use of referrals is not appropriate, and we may not honour such rewards. ​ ​
We cannot cover every possible scenario, but we promise to be fair and act in good faith.

Last updated July 2022

GRIDSERVE® Complaints Policy

1. What you should expect from GRIDSERVE
At GRIDSERVE we aim to delight – ‘great’ is our minimum bar. We put our customers first and we aim to deliver the best possible customer experience whether you are using our EV charging network, visiting one of our Electric Forecourts® or leasing an Electric Vehicle through us.
To achieve this we believe we need to be accountable and clear about what we are promising we will deliver our customers.
We know that however hard we try sometimes things just don’t go quite the way they should, and if this happens we would love to have the chance to put it right. GRIDSERVE customer care aims to be awesome, so if you are not happy with a product or service, please get in touch. We listen to complaints, treat them seriously, and learn from them to continuously improve your experience with us.

2. How to get in touch with GRIDSERVE
You can contact us via our website –, by email to, or you can write to us at:
The Complaints Team,
Thorney Weir House,
Thorney Mill Lane,
Iver, SL0 9AQ.

3. What you should expect from GRIDSERVE
We will acknowledge your complaint within 3 working days
We will do our best to resolve issues straight away, or if we can’t do it straight away within 3 working days.
If we manage to resolve your complaint at this point, we will send you a summary of what we did.
If we can’t resolve your complaint immediately, we will provide you with a timescale and keep you regularly updated with our progress.
To the best of our ability, we will try to remedy your complaint within 30 working days. However, whether we have resolved it or not, you will receive communication from us detailing our investigations.
Within 60 working days, we will provide a final response will full details of our investigations. If we cannot do this for any reason, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
If it is not possible to resolve your complaint within this timeframe, GRIDSERVE will set out the reasons for delay and an indication of when your complaint is expected to be resolved.

4. Further Action
We will do everything we can to successfully resolve your complaint, but in the rare cases you feel our response does not satisfy your concerns, please let us know. We want to make sure we have done everything we can.
If your complaint relates to a vehicle you have leased through us then you may be able to refer your complaint to another organisation depending on the subject matter of the complaint.
4.1.Complaints about financial promotions
GRIDSERVE’s financial promotions are approved by ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority. If ITC Compliance Limited are unable to resolve a complaint relating to a financial promotion, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. But you must do so within six months of ITC Compliance’s final response letter’s date.
ITC can be contacted using the following details:

By post: ITC Compliance Limited
3-4 The Brooms,
Monarch Court,
Emersons Green,
Bristol, BS16 7FH.
Telephone: 0117 440 3700

The Financial Ombudsman contact details are:
Address: The Financial Ombudsman Service
Exchange Tower,
London, E14 9SR.
Telephone: 0800 023 4567 or 0300 123 9123

4.2.Complaints about end of contract vehicle assessments
If your complaint relates to the end of contract damage, rejected vehicles, or any breach of the BVRLA code, you may be entitled to refer your complaint to the BVRLA. We will provide details of this in our final response.
The British Vehicle Rental Leasing Association can be contacted by email to
Please note that if your complaint meets the Financial Ombudsman Service criteria, it must be sent to them in the first instance. The BVRLA is not a replacement service for the Financial Ombudsman Service.
4.3.Complaints about your Finance Agreement
If your complaint relates to the Terms and Conditions, the administration, or any other aspect of, your lease agreement you should contact the finance provider whose details you will find in the documentation they have provided. Their complaints policy will have details about how they will handle your complaint and the options available to you if you are dissatisfied with their response.

GRIDSERVE® Modern slavery and human trafficking statement

1. Introduction

1.1. Modern Slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain (‘’slavery and human trafficking’’).

1.2. GRIDSERVE® Sustainable Energy Ltd and all of its subsidiaries (“GRIDSERVE®”) does not tolerate slavery and human trafficking in any form in any of our operations anywhere in the world.

1.3. Our Prevention of Modern Slavery and Human Trafficking Policy reflects our commitment to acting ethically and with integrity in all our business relationships and to implementing and enforcing effective systems and controls to ensure slavery and human trafficking is not taking place anywhere in our supply chains.

2. Organisation Structure

2.1. GRIDSERVE® is a provider of renewable energy solutions, electric vehicle charging infrastructure, electric vehicle leasing brokerage services, and renewable energy telecom solutions with its registered office at Thorney Weir House, Thorney Mill Road, Iver, SL0 9AQ. We operate in various different jurisdictions across the globe and our employees may be based in any of the locations we operate in but are mainly situated in the United Kingdom.

2.2. Our business structure is as follows (as amended from time to time):

3. Our Supply Chains

  • Our supply chains include:
  • PV Module Manufacturers;
  • Inverter Manufacturers;
  • Battery Storage Manufacturers;
  • Tracker Device Manufacturers;
  • Construction sub-contractors;
  • Switchgear Manufacturers;
  • Electric Vehicle Charger Manufacturers;
  • Electricity Cable Manufacturers;
  • Transformer Manufacturers.

4. Due Diligence Processes for Slavery and Human Trafficking

We have systems in place to:

  • Identify and assess potential risk areas in our supply chains;
  • Mitigate the risk of slavery and human trafficking occurring in our supply chains;
  • Monitor potential risk areas in our supply chains; and
  • Protect whistle-blowers.

5. Supplier Adherence to our Values and Ethics

We have checks in place to ensure that all those in our supply chain, including contractors and sub-contractors, adhere to our values and ethics. These checks include thorough reviews of contractual terms and conditions and supplier/contractor slavery and human trafficking policies.

6. Training

To ensure an understanding of the risks of modern slavery and human trafficking in our supply chain and our business, we mandate annual training for all our staff.

7. Our Effectiveness in combating Slavery and Human Trafficking

We use the following measures to ensure that slavery and human trafficking is not taking place in any part of our business or supply chains:

  • Onboarding due diligence questionnaire on slavery and human trafficking;
  • Clauses on slavery and human trafficking, and the consequences of breaches of such provisions, in every contract signed within GRIDSERVE®;
  • Collaboration with global organisations (e.g. Solar Power Europe) on guidance and legislation addressing slavery and human trafficking within Procurement and Supply.

This Statement is made pursuant to section 54(1) of the Modern Slavery Act 2015 and constitutes GRIDSERVE®’s slavery and human trafficking statement for the financial year ending 31st December 2022.

Signed by Jeremy Cross (Director)
28th June 2023

Integrated Management System Policy Statement

The purpose of the Integrated Management System Policy Statement of GRIDSERVE is to ensure the health, safety, quality, and welfare of those affected by the company’s activities. The Directors of the business have ultimate responsibility for formulating and implementing this policy. The policy statement is as follows:

  1. GRIDSERVE is committed to meet our customers’ expectations and be recognised for our commitment to Health, Safety, Quality, and the Environment. We are committed to managing, monitoring, and improving our company systems in accordance with the relevant standards and legislation as they apply to the business.
  2. It is the policy of GRIDSERVE to manage its activities in such a way that reduces their impact to a practical minimum.
  3. The Company is committed to the continual improvement of its Occupational Health, Safety, Quality and Environmental performance, including elimination of hazards and reducing OH&S risks, prevention of incidents, accidents, and pollution at source wherever and whenever possible and by setting clear objectives and regularly monitoring compliance and performance against them.
  4. The company is committed to the consultation and participation of workers and, where they exist, workers’ representatives.
  5. To regulate the performance of GRIDSERVE®, the Company will operate an Integrated Management System (IMS) which meets legal requirements, adopt best practice, and follows international standards for Health & Safety, Quality, and the Environment.

Our business objectives and targets are established according to the nature of our activities, business and other    legal requirements. Annual Quality, Environmental and Health and Safety objectives are set and reviewed on a regular basis by the Senior Management Team. 

GRIDSERVE accepts that it has moral and legal duties and responsibilities for the health, safety, and welfare of its employees and where applicable, contractors, customers, members of the public and others who may be affected by its business operations. It is, therefore, the policy of the Company that all work activities shall be carried out in such a manner as to ensure that ‘as far as is reasonably practicable, the health, safety, environmental compliance, and welfare of ‘those at risk’ and the environment, will not be adversely affected. The company recognises that to comply with its duties and responsibilities as set out within the relevant laws of the jurisdictions where GRIDSERVE operates, consideration for health, safety, environmental and welfare must be considered as an equal with all other commercial considerations.

Senior management will provide sufficient resources to ensure that the management system is fully implemented, fit for purpose, and communicated to interested parties to ensure compliance and continual improvement of the management system. GRIDSERVE will consult and engage staff and others to promote and maintain safe and healthy conditions across all aspects of the business and will give full backing both to this policy and to those with responsibilities to administer it.

All employees and where applicable contractors who authorise or control work activities are responsible for always ensuring that welfare facilities are available and that the work is carried out in compliance with all relevant standards and legislation. Specific attention is to be made to ensure that (i) where there may be a significant risk from work activities a risk assessment is carried out and (ii) where materials and products are supplied by others that they comply with all the relevant legislative requirements. They must ensure that their responsibilities are delegated during their absence.

Employees and Contractors are actively encouraged to plan and carry out their work activities in a safe and considerate manner with due care to their own health, safety, and welfare and that of others as required legally and morally. Appropriate and commensurate action will be taken against any employee or contractor who flagrantly disregards safety instructions and/or approved safe working practices. Where hazards cannot be totally removed (due to e.g., the location and/or the environment and/or the nature of the plant/equipment in use) or where control measures are not available or practicable, then the appropriate personal protective equipment (PPE) will be assigned. Employees and sub-contractors are to be actively encouraged to use such protective equipment, always. irrespective of the degree of perceived risk when this has been assigned.

The company will ‘as far as reasonably practicable’ prevent injury and ill-health and provide a safe and healthy workplace and ensure that contractors and suppliers employed to carry out work on their behalf are competent; and that they conduct their work activities in accordance with the company IMS policy. The full details of GRIDSERVE ’s commitment to health, safety, environment and quality and its individual area policies are set out in the GRIDSERVE Policy of which this Statement is a derived. The implementation and review of this IMS will be undertaken by the Senior Management Team, led by the CEO supported by the Head of HSQE. The IMS will be audited and monitored to ensure continual improvement and will be reviewed as a whole, when required, or following the outcomes of the objective monitoring and audit process; this Occupational Health, Safety, Environment and Quality and Policy Statement will be reviewed annually. IMS policy will be communicated and made available to all employees, consultants, contractors and other relevant stakeholders.

Toddington Harper

Chief Executive Officer


Date: 01.07.2023

Supplier Sustainability Manual

1.0 Purpose
The GRIDSERVE® Supplier Sustainability Manual sets out the standards we expect our suppliers to follow in the conduct of their business to ensure that they are aligned with GRIDSERVE’s values, relating in particular to the topics of business ethics, working conditions, and environmental protection.

2.0 Scope

This Manual, and the requirements contained in it, apply to all potential, incumbent and active suppliers to GRIDSERVE®, wherever in the world they are based.

3.0 Policy statement

GRIDSERVE® sets high standards for business ethics, working conditions and environmental protection in all its locations. Since a large proportion of the value creation is through the supply base, we naturally have the same expectations of our suppliers as we have for ourselves. We need our business partners to share our commitment to corporate responsibility, not just in the development and manufacturing of products, but also in conducting their business.

Sustainability, social responsibility and compliance is inclusive of our Supplier Declaration. We incorporate corporate responsibility and sustainability topics in our supplier monitoring activities and quality audits carried out with potential, incumbent and active suppliers. We award, and continue to provide business to those suppliers who commit to act fairly and with integrity towards their stakeholders, observe the applicable rules of law, support and respect internationally proclaimed human rights, and demonstrate commitment to protecting the environment. We largely determine the success of our Supplier Sustainability Program through our suppliers’ ability to conduct business in a way that recognises workers’ rights, as well as the rights of others, secures a healthy and safe working environment for their workers, and protects the environment. Accordingly, GRIDSERVE® will promote self-assessment and capability-building initiatives, and expects suppliers to take an active part therein.

We promote an approach of shared commitment. We will work with our suppliers in cases where they need to improve their performance; together, we will strive for continued improvement.
GRIDSERVE® may modify this Supplier Sustainability Manual from time to time on giving the supplier at least 14 days’ notice in writing (which includes email).

3.1 Sustainability Guidelines for Suppliers
3.1.1 Business partners

The supplier must display the highest standards of integrity and ethics in its business dealings with GRIDSERVE®.

Accordingly, the supplier must have a Code of Conduct in place, for itself as well as its suppliers and subcontractors, which reflects the principles of our Supplier Declaration. Its highest management must endorse the supplier’s Code of Conduct. Further, the supplier must make the Code of Conduct available to all stakeholders and have in place a related mechanism for reporting issues.

The supplier must train all its employees on the principles of its Code of Conduct. GRIDSERVE® has the right to require the supplier to present evidence of such training and the extent to which the entire work force has received the training. GRIDSERVE® may ask individual employees of the supplier whether they have participated in Code of Conduct training.

3.1.2 Compliance with Laws and Regulations

The supplier shall, in addition to complying with the standards set out in this Supplier Sustainability Manual, ensure compliance with all applicable UK laws and regulations and, if applicable, the laws and regulations of other countries where it does business. Without making any exceptions to the obligations outlined in the preceding sentence, this means that the supplier must have in place adequate compliance programs and policies. Further internal verification procedures shall be in place to assure that the supplier will never:

• Take part in, induce to enter into, or facilitate cartels or other illegal anti competitive cooperation.
• Report inaccurate financial data to GRIDSERVE® or to the public (including without limitation to the authorities).
• Report inaccurate information to GRIDSERVE® concerning production materials, finished goods, capital equipment, moulds and tooling, samples and prototypes, repaired or returned products, and technical information related to any parts purchased by GRIDSERVE®.
• Disclose trade secrets and confidential information of GRIDSERVE® to unauthorised parties, or use such information for any purpose other than that for which it was disclosed.
• Apply for registration for any intellectual property rights based on information received from GRIDSERVE®.
• Incorporate any third party intellectual property rights in the parts manufactured, sold and supplied to GRIDSERVE® without first having obtained approval therefor.

The above list is not exhaustive. Accordingly, the supplier must adopt a process to identify, monitor and understand applicable laws and regulations.

If there is any conflict between applicable law or regulations, the provisions of an agreement with GRIDSERVE®, and the provisions of this Manual, the Supplier shall bring the conflict to the attention of GRIDSERVE® who will advise the supplier which standard shall apply.

3.1.3 Improper payments, hospitality and gifts, and conflict of interests

GRIDSERVE® strictly prohibits its employees from making direct or indirect offers or promises of bribes, facilitation payments or other undue advantages for the purpose of obtaining advantages in business.

In addition, the supplier shall not take part in, influence, or attempt to influence any decision, which can give rise to any actual or perceived conflict of interests with GRIDSERVE®. The supplier shall implement internal policies and guidelines to prevent bribery and/or conflicts of interests, such policies and guidelines to be no less strict than the requirements of GRIDSERVE®. In addition the supplier shall ensure that it does not:

• directly or indirectly offer, promise, or accept bribes, facilitation payments or undue advantages on behalf of GRIDSERVE®;
• directly or indirectly offer, promise, or accept bribes, facilitation payments or undue advantages to GRIDSERVE® employees.

3.1.4 Human Rights and Labour Practice

The supplier shall never employ children or forced labour. In addition, the supplier must uphold the human rights of workers, and treat them with dignity and respect as understood by the international community. This applies to all employees including temporary, migrant, student, contract, direct employees, and any other type of workers. Consequently, the supplier shall award the following rights to all employees as a bare minimum:

• The employee shall freely choose all employment. This means that forced, bonded (including debt bonded), and indentured labour, involuntary prison labour, or slavery shall not be used.
• The supplier shall not use trafficking of persons. This includes transporting, harbouring, recruiting, transferring or receiving persons by means of threat, force, coercion, deception, abduction or fraud for labour or services. In addition, all work must be voluntary and workers shall be free to leave the work at any time or terminate their employment.
• Employers and agents may not hold or otherwise destroy, conceal, confiscate or deny access by employees to employees’ identity or immigration documents, such as government-issued identification, passports or work permits, unless law requires the holding of work permits. The use of personal document retention shall never bind workers to employment or restrict their freedom of movement. • The supplier shall not require an employee to pay for obtaining or otherwise maintaining its employment. Thus, employees shall not be charged any fees or costs for recruitment, directly or indirectly, in whole or in part, including costs associated with travel, processing official documents and work visas in both home and host countries.
• The employee shall have the right to have the employment contract recorded in writing and provided in a language they understand. The employment contract shall clearly indicate their rights and responsibilities with regard to wages, working hours, and other working and employment conditions. Supplier shall provide employment contracts to migrant workers prior to the commencement of their employment, ideally before the employee commits to actions or expenditure required to take up the role (e.g. relocating). The use of supplemental agreements and the practice of contract substitution (the replacement of an original contract or any of its provisions with those that are less favourable) are strictly prohibited.
• Supplier shall guarantee employees a salary pursuant to law and/or collective bargaining agreement. Accordingly, salary to employees shall comply with all applicable wage laws, including those relating to minimum wages, overtime hours and legally mandated benefits. Suppliers shall not permit deductions from wages as a disciplinary measure, unless permitted by law and/or collective bargaining agreement. Moreover, the employees shall be provided with a timely and understandable wage statement that includes sufficient information to verify accurate compensation for work performed during the period to which the salary relates.
• Freedom of association. The supplier shall respect the right of all employees to form and join trade unions of their own choosing, to bargain collectively and to engage in peaceful assembly, and respect the right of workers to refrain from such activities. Additionally employees shall be able to openly communicate and share ideas and concerns with management regarding working conditions and/or management practices, without fear of discrimination, reprisal, intimidation, or harassment.

The supplier shall further secure:

• That is does not employ children. Child labour is not to be used in any stage of manufacturing or otherwise in the supplier’s business. The term “child” refers to any person under the age for completing compulsory education, or under the minimum age for employment in the country, whichever is greatest. For the avoidance of doubt, the use of legitimate workplace learning programs, which comply with all laws and regulations in that country, is permissible.
• That, in particular, it does not risk the health and safety of young employees (persons not deemed a child but younger than 18) or offer less favourable terms of employment. Young employees shall not perform work that is likely to jeopardise their health or safety, including night shifts and/or overtime. The supplier shall ensure proper management of young employees through accurate records, rigorous due diligence of educational partners, and protection of students’ rights in accordance with applicable law and regulations. The supplier shall provide appropriate support and training to all young employees. In the absence of local law, the wage rate for young workers, students, interns and apprentices shall be at least the same wage rate as other entry-level workers performing equal or similar tasks.
• That it does not force its employees to work excessive hours. Employee strain leads to reduced productivity, increased employee turnover and increased injury and illness. Workweeks are not to exceed the maximum set by local law. Further, supplier shall allow employees at least one day off every seven days and a workweek should not be more than 60 hours per week, including overtime, except in emergency, an unusual situation or as part of a legally recognised collective bargaining agreement. Supplier shall not make employees work overtime under the threat of penalty, dismissal, or denunciation to authorities. No worker shall be made to work overtime as a disciplinary measure.
• That it does not discriminate. The supplier shall at all times have anti discrimination policies that provide equal employment opportunities regardless of worker or applicant’s race, colour, age gender, sexual orientation, ethnicity or national origin, disability, pregnancy, religion, political affiliation, union association, covered veteran status, marital status or any other distinct characteristic. Medical testing or physical examination of any employee for the purposes of discrimination shall not be permitted. Further, supplier should make reasonable accommodations for religious practice by workers. Policies shall be up to date with applicable legislation, and supplier shall continuously verify compliance with said policies. Records of such verifications shall be made available to GRIDSERVE® upon request.
• That the supplier’s overall treatment of its employees is, at all times, characterised by respect for the individual. Therefore, the supplier must ascertain that there is no harsh and/or inhumane treatment including any sexual harassment, sexual abuse, corporal punishment, mental or physical coercion, or verbal abuse of its employees; nor is there to be the threat of any such treatment. Disciplinary policies and procedures in support of these requirements shall be clearly defined and communicated to the employees.
• The supplier shall implement effective procedures to enable employees to raise a grievance and/or report activity which is illegal, immoral, illicit, unsafe or fraudulent (whistleblowing), and shall ensure that any employee who submits a grievance, or makes a whistleblowing report, does not suffer any prejudice or retaliation of any kind.

3.1.5 Health & Safety Standards

We base our health and safety requirements on national laws and ISO 45001/OHSAS18001. A safe and healthy work environment enhances productivity, employee morale, worker retention, and the quality of products and services. Accordingly, we expect the supplier to provide and maintain a safe workplace and take proactive measures to prevent occupational injuries and hazards. The supplier must agree to provide GRIDSERVE® with records relating to health and safety programs, training and violations when requested. In addition, the supplier shall:

• Implement and maintain emergency response procedures. Potential emergencies and events need to be identified and assessed, and their impact minimised by implementing emergency plans and response procedures which include emergency reporting, employee notification, evacuation procedures, worker training, drills, appropriate fire detection and suppression equipment, adequate exit facilities, and recovery plans. Such plans and procedures shall focus on minimising harm to life, the environment and property.
• Train its employees. The supplier shall provide the employees with appropriate workplace health and safety training in their primary language. • Post health and safety related information, such as emergency procedures and potential safety hazards within the facility, in the primary language of the worker.
• Issue personal protective equipment. Exposure of employees to chemical, biological and physical agents shall be identified, evaluated, and controlled. Engineering or administrative controls must be used to control overexposures. When hazards cannot be adequately controlled by such means, worker health is to be protected by appropriate personal protective equipment (PPE). Further, employees shall be trained in proper use and limitations of use. PPE shall be replaced as often as is necessary at no cost to the worker.
• Identify risks and report concerns. The supplier shall identify the health and safety, and labour practice risks associated with its operations. Risk assessment processes shall determine the relative significance for each risk, and appropriate procedural and physical controls to be implemented to ensure regulatory compliance, and to control the identified risks. All areas should be included in a risk assessment for health and safety including plant and facilities, warehouse and storage facilities, support equipment, laboratories and test areas, sanitation facilities and bathrooms, kitchen/cafeteria, and worker housing and dormitories. Production and other machinery shall be evaluated for safety hazards. Physical guards, interlocks and barriers are to be provided and properly maintained where machinery presents an injury hazard to employees. Exposure of employees to the hazards of physically demanding tasks, including manual material handling and heavy or repetitive lifting, prolonged standing, and highly repetitive or forceful assembly tasks is to be identified, evaluated and controlled.
• Install procedures and systems to prevent, manage, track and report occupational injury and illness including provisions to:
– encourage employee reporting;
– classify and record injury and illness cases;
– provide necessary medical treatment;
– investigate cases and implement corrective actions to eliminate their causes; and
– facilitate the return of workers to work.

3.1.6 Environmental Standards

We base our environmental requirements on national laws and ISO 14001 Environmental Management System. We expect our suppliers to establish an environmental management system that effectively manages risks, conserves natural resources, and protects the environment. Related efforts should support reductions in energy use, water use, waste production, greenhouse gas emissions, and air pollution. The supplier must agree to provide GRIDSERVE® with records relating to environmental performance, training, and violations when requested. In addition, the supplier shall;

• Secure environmental permits and reporting. All required environmental permits, approvals, and registrations are to be obtained, maintained and kept current and the applicable operational and reporting requirements are to be followed.
• Employ a plan for pollution prevention and energy resource reduction. The use of resources and generation of waste, of all types including energy, are to be reduced or eliminated at the source, or by practices such as modifying production, maintenance and facility processes, materials substitution, conservation, recycling, and the reuse of materials.
• Preserve water resource through assessment of water stress in operations and throughout the life cycle and by considering water management and sustainable use in operational planning.
• Identify hazardous substances. Chemicals and other materials posing a hazard if released to the environment are to be identified and managed to ensure their safe handling, movement, storage, use, recycling or reuse, and disposal.
• Reduce emissions and solid waste. The supplier shall implement a systematic approach to identify, manage, reduce, and responsibly dispose of or recycle solid waste (non-hazardous). Wastewater generated from operations, industrial processes and sanitation facilities are to be characterised, monitored, controlled and treated as required prior to discharge or disposal. In addition, measures should be implemented to reduce generation of wastewater. The supplier shall conduct routine monitoring of the performance of its wastewater treatment systems. Air emissions of volatile organic chemicals, aerosols, corrosives, particulates, ozone depleting chemicals, and combustion by-products generated from operations are to be characterised, routinely monitored, controlled, and treated as required prior to discharge. The supplier shall conduct routine monitoring of the performance of its air emission control systems.

3.1.7 Responsible Chemical Management

The supplier must adhere to all applicable laws, regulations and GRIDSERVE® requirements regarding prohibition or restriction of specific substances in products and manufacturing, including disclosure and labelling for the appropriate and safe use, proper handling, recycling and disposal of such substances. In addition, the supplier shall:

• Establish programs to collect data from material manufacturers for all components, identifying all substances that are in the final product. • Collect data regarding all process chemicals and intermediates known as toxic or potentially toxic. Measure data completeness against Bill of Materials (BOMs) and identify data shortages; assure data is traceable to the material manufacturers.
• Verify data is current and complete against product safety and regulatory requirements.
• Initiate appropriate changes to achieve compliance and reduce risks.

3.1.8 Conflict Minerals

Suppliers shall have a policy to reasonably assure that decisions and practices related to the purchase of Conflict Minerals (tin, tantalum and tungsten, their ores, and gold) used in the products they manufacture ensure respect for human rights and avoid contributing to conflict.

Suppliers shall exercise due diligence on the source and chain of custody of these minerals in accordance with the OECD Due Diligence Guidance for Responsible Supply Chains of Minerals from Conflict-Affected and High-Risk Areas, and make their due diligence measures available to GRIDSERVE® upon request.

All suppliers understand and conform to GRIDSERVE’s expectations regarding Conflict Minerals as outlined above. Suppliers acting contrary to our position regarding Conflict Minerals must commit to implement a corrective action plan with a reasonable timeline.

3.1.9 Polysilicon supply chain issues

GRIDSERVE® is acutely aware of the issues affecting the polysilicon supply chain and, given the prevalence of the use of polysilicon in the manufacture of solar photovoltaic panels, considers this to be an area of heightened risk to the standards it sets for business ethics, working conditions and environmental protection. Suppliers who are involved in the supply of products containing polysilicon must take particular care to ensure that the provisions of this Manual, in particular those relating to Human Rights and Labour Practice (3.1.4), and Health & Safety Standards (3.1.5), are adhered to throughout the chain of supply for goods it manufactures for, or supplies to, GRIDSERVE®.

3.2 Corrective Action relating to reported violations

Where breaches of the Supplier Declaration are brought to the attention of GRIDSERVE® , the supplier shall prepare an action plan outlining the remedial actions it will take to rectify the breach. Where appropriate, GRIDSERVE® may conduct unannounced audits, in particular to substantiate specific supplier-related allegations concerning practices that may violate the Supplier Declaration. If it is proven that the supplier has violated the Supplier Declaration, the supplier shall compensate GRIDSERVE® for all costs, losses and liabilities incurred as a result thereof (including without limitation audits conducted by third parties).

4.0 Roles, responsibilities, and delegations

The table below sets out the roles and responsibilities of GRIDSERVE bodies and individuals in relation to this Manual.

5.0 Definitions

For the purposes of this manual and related policy documents, the following definitions apply:

Conflict-affected and high-risk areas means areas in a state of armed conflict or fragile post-conflict as well as areas witnessing weak or non-existent governance and security, such as failed states, and widespread and systematic violations of international law, including human rights abuses. A non-exhaustive list of these areas maintained by the EU under Regulation (EU) 2017/821 can be accessed at

Policy Approval Group A Group nominated by the Chief Executive Officer to approve certain policies on his behalf in accordance with the company’s Delegations Policy. The Group comprises the Chief Commercial Officer, the Chief Financial Officer, the Risk & Compliance Officer and such other persons as may be nominated by the Chief Executive Officer from time to time.

GRIDSERVE means GRIDSERVE Sustainable Energy Limited and any subsidiary company.


Supplier Sustainability Manual | November 2022 9  Document number: IMS-M-019 | Version 1.0
Audience: PUBLIC