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 gridserve.com 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 +44 800 240 4242, or by email to legal@gridserve.com
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 privacy@gridserve.com
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 legal@gridserve.com.
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
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 –
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 the GRIDSERVE website and GRIDSERVE app are intended to be used by persons over 18 years of age; they are 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.
GRIDSERVE SUSTAINABLE ENERGY Limited (ICO Reg. No. ZA775429)
The parent company of the below entities.
GRIDSERVE UK OMM Limited (ICO Reg. No. ZA775428)
The company which operates, maintains, and manages GRIDSERVE premises and assets, including the vehicle chargers which are operated by other GRIDSERVE subsidiary companies’
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.
GRIDSERVE Retail Limited (ICO Reg. No. ZB612235)
The intermediate parent company of each of the GRIDSERVE Electric Forecourt® companies.
GRIDSERVE Technologies Limited (ICO Reg. No. ZB261807)
The company which operates, maintains, and manages GRIDSERVE SCADA (supervisory control and data acquisition) systems, and vehicle telematics devices operated by other GRIDSERVE subsidiary companies.
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.
Gatwick Electric Forecourt Limited (ICO Reg. No. ZB666585)
The company which operates the Electric Forecourt® in London Gatwick Airport, West Sussex.
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 9), please contact the Data Protection Compliance Officer using the details set out below.
By email: privacy@gridserve.com
By post: 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’s independent body set up to uphold information rights (www.ico.org.uk).
1.5 Your responsibilities
It is important that the personal data we hold about you is accurate and up to date. So please keep us informed if your personal data changes during your relationship with us.
1.6 Third party links
Our website and/or apps 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 (or app), we encourage you to read the privacy notice of every website/app you visit.
It’s important that you read this Privacy Notice in full to properly understand what information we collect, 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 brief summary:
These are the basic details, 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
3.1 Information we collect
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
3.2 Aggregated Data
We collect, use and share ‘aggregated data’ such as data relating to vehicle makes and models, 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 or app 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 the terms of 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, Profile 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:
Automated technologies or interactions: As you interact with our website or app, 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. When you use one of our chargers we may automatically collect data relating to your vehicle (such as the Vehicle Identification Number) which in some circumstances may be personal data.
CCTV and similar surveillance systems: If you visit any of the sites where we have installed CCTV (or similar technology) we may record images of you which we may use to protect our assets (or the assets of third parties such as other customers or business partners who operate within/adjacent to GRIDSERVE premises) 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:
3.6 How we use your personal data
We will only use your personal data where the law allows us to and there is a need for us to do so which cannot be fulfilled in any other way . Most commonly, we will use your personal data for the following purposes:
We do not currently use any automated decision-making technology or conduct profiling of the personal data that we collect.
3.6.1 Booking a Test Drive
When you book a test drive at one of our Electric Forecourts® (or anywhere else we offer test drives) we will create a “Test Drive Account” for you which will enable you to easily book additional test drives in the future. We will store the information we need to ensure that your use of the vehicle on the UK road network is legal, this will include;
This information will be stored for a period of up to 12 months after your last test drive (or longer if there is a need to, for example if there is an ongoing dispute or legal claim relating to your test drive).
3.7 Lawful basis
Data protection law requires the processing of personal data to be ‘lawful’ which means that it must be undertaken on one of six grounds set out in the legislation. We typically 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, and to optimise the efficiency and effectiveness of the business. 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 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 seek your consent (although consent is not always necessary, see Section 4 below).
In very unusual circumstances we may also use personal data where it is necessary to protect your vital interests, or the vital interests of anther person.
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.
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;
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.
5.1. 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, and 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.
CCTV surveillance images may also be shared with law enforcement agencies and with business partners operating within, or adjacent to, GRIDSERVE premises provided:
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.
We may transfer your personal data outside the UK but whenever we do, to ensure that your data is adequately protected and your personal data rights are maintained, we will ensure that either
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 occurs which presents a risk to your rights and freedoms.
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.
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, although we may charge a reasonable fee, or refuse to comply, if your request is clearly unfounded, repetitive or excessive;. 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 erasure request 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:
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 March 2024
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.
GRIDSERVE shall provide the following services to the Customer at the EV Charging Facility (the ‘Services’):
By using the EV Charging Facility the Customer agrees to:
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.
Last Updated September 2022
1. Definitions
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 gridserve.com.
2. Who we are
3. What we do
4. Your personal data
5. Vehicles
6. Ordering a Vehicle
Clauses 6.12 and 6.13 apply only if you are a Consumer
Clauses 6.14 and 6.15 apply only if you are a Business Customer
7. Vehicle prices
8. Vehicle delivery
9. Your right to cancel
THIS CLAUSE 9 IS APPLICABLE ONLY TO CONSUMERS AND DOES NOT APPLY TO BUSINESS CUSTOMERS.
10. GRIDSERVE liability
THIS CLAUSE APPLIES ONLY TO BUSINESS CUSTOMERS AND DOES NOT APPLY TO CONSUMERS
11. GRIDSERVE’s right to cancel
12. Manufacturer’s warranty
N.B. FOR THE AVOIDANCE OF DOUBT, GRIDSERVE DOES NOT PROVIDE ANY WARRANTY ON THE VEHICLE WHATSOEVER.
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
15. Free charging allowance
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
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 complaints@gridserve.com, or write to:
The Complaints Team
GRIDSERVE,
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.
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 support@gridserve.com or by telephoning +44 (0)800 240 4242.
Last Updated July 2022
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
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 booking.gridserve.com/book/; 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 +44 800 240 4242; 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 +44 800 240 4242 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
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 info@purecard.com.
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
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 – https://www.gridserve.com/support/, by email to complaints@gridserve.com, or you can write to us at:
The Complaints Team,
GRIDSERVE,
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:
Email: complaints@itccompliance.co.uk
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:
Website: www.financial-ombudsman.org.uk
E-mail: complaint.info@financial-ombudsman.org.uk
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 info@bvrla.co.uk
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.
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
4. Due Diligence Processes for Slavery and Human Trafficking
We have processes in place to:
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:
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 2023
Signed by Jeremy Cross (Director)
28th June 2024
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:
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
Signed:
Date: 01.07.2023
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 https://www.cahraslist.net/cahras
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
INTRODUCTION.
GRIDSERVE® is committed to protecting the privacy and security of your personal information. This privacy notice in accordance with the Data Protection Act 2018 and describes how we collect and use your personal information as part of our recruitment process.
GRIDSERVE® is a “data controller”. This means that we determine how and why we hold and use personal information about you. We are required under data protection legislation to notify you of the information contained in this privacy notice.
This notice applies to candidates for employment with GRIDSERVE, whether they apply directly to us or through an agency. This notice does not form part of any contract of employment or other contract to provide services.
It is important that you read and retain this notice (along with any other privacy notice we may provide on specific occasions when we are collecting or processing personal information about you) so that you are aware of how and why we are using such information and what your rights are under the data protection legislation.
Note that if you are successful and are employed by GRIDSERVE, different provisions to the processing of your personal data will apply; these will be notified to you in our Employee Privacy Notice which will be provided to you as part of your new starter pack.
In this notice wherever the term GRIDSERVE is used we are referring to all companies within the GRIDSERVE Group, comprising GRIDSERVE Holdings Limited and all its subsidiary companies. The companies may share your personal data between them as they each perform specific functions and share certain central services such as IT support, HR and recruitment, and legal services.
DATA PROTECTION PRINCIPLES
Data protection law says that the personal information we hold about you must be:
i. Used lawfully, fairly and in a transparent way.
ii. Collected only for valid purposes that we have clearly explained to you, and not used in any way that is incompatible with those purposes.
iii. Relevant and limited to the purposes we have told you about.
iv. Accurate and kept up to date.
v. Kept only as long as necessary for the purposes we have told you about.
vi. Kept secure with appropriate technical and organisational measures.
THE KIND OF INFORMATION WE HOLD ABOUT YOU
Personal data means any information about an individual from which that person can be identified (either directly or indirectly). It does not include data where the identity has been removed (anonymous data). There are certain types of more sensitive personal data which require a higher level of protection, such as information about a person’s health or sexual orientation; information about criminal convictions also warrants this higher level of protection.
We may collect, store, and use the following types of personal information about you:
In order to monitor the effectiveness of our recruitment processes in attracting a diverse and inclusive workforce and to ensure compliance with the Equality Act we may also collect, store and use special category data as part of the recruitment process, including, but not limited to:
HOW IS YOUR PERSONAL INFORMATION COLLECTED?
We collect personal information about candidates through the application and recruitment process, either directly from the individuals or from an employment or recruitment agency. We may also collect additional information from third parties including former employers, credit reference agencies or other background check agencies, and social media platforms.
HOW WE WILL USE INFORMATION ABOUT YOU
We will only use your personal information when the law allows us to. Data provided to, or collected by, us as part of the recruitment process is used solely to inform the selection of the most suitable candidate for the role. Subsequently, in respect of a successful candidate, the information provided or collected as part of the recruitment process will form part of the information held in the employee file.
Most commonly, we will use your personal information in the following circumstances:
i. Where it is necessary for legitimate interests pursued by us or a third party and your interests and fundamental rights do not override those interests – this is the primary basis on which your data is processed during the recruitment process.
ii. Where we need to perform the contract we have entered into, or are about to enter into, with you.
iii. Where we need to comply with a legal obligation (for example to comply with HMRC requirements or Health and Safety related information).
We may also use your personal information in the following situations, which are likely to be rare:
i. Where we need to protect your interests (or someone else’s interests).
ii. Where it is needed in the public interest or for official purposes.
If you fail to provide personal information
If you fail to provide certain information when requested, or provide false or inaccurate information, we may not be able to properly assess your application, or we may be prevented from complying with our legal obligations (such as ensuring our recruitment processes comply with the Equality Act). In such circumstances we will not be able to progress your application and may need to reject it.
Change of purpose
We will only use your personal information for the purposes for which we collected it or for another purpose if 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 information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
In particular, if you are unsuccessful in your application, we may continue to store your information for up to 12 months if we believe there is a reasonable prospect of a vacancy for which you may be suitable arising in that period. If you do not wish your information to be stored for this purpose please notify us by email to privacy@gridserve.com.
Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
How we use particularly sensitive personal information
We will only use ”Special Category” personal data, or information about criminal convictions, where it is necessary as part of the recruitment process, or where we are required by law to do so. Given the sensitive nature of this type of information it is subject to additional access controls and only made available to those who need it to perform their duties.
Situations in which we will use your sensitive personal information.
In general, we will not process your Special Category personal data unless it is necessary for performing or exercising obligations or rights in connection with employment, for example to ensure compliance with the Equality Act. On rare occasions, there may be other reasons for processing, such as it is in the public interest to do so.
Less commonly, we may process this type of personal data where it is needed in relation to legal claims or where it is needed to protect your interests (or someone else’s interests) and you are not capable of giving your consent, or where you have already made the information public.
Do we need your consent?
We do not need your consent if we use personal data in accordance with our written policy, to carry out our legal obligations, or exercise specific rights in the field of employment law. In limited circumstances, we may approach you for your written consent to allow us to process personal data for a purpose not set out in this notice. If we do so, we will provide you with full details of the information that we would like, the reason we need it, and for how long, so that you can carefully consider whether you wish to consent. You should be aware that it will not affect the assessment of your application if you do not agree to any request for consent from us.
Information about criminal convictions
We envisage that we may hold information about criminal convictions. Where appropriate, we will collect information about criminal convictions as part of the recruitment process.
AUTOMATED DECISION-MAKING
We do not currently make, and do not envisage in the near future making, any recruitment decisions using wholly automated means.
DATA SHARING
Why might we share your personal information with third parties?
We will share your personal information with third parties where required by law, where it is necessary to administer the application process, or where we have another legitimate interest in doing so, and your interests and fundamental rights do not override our legitimate interest.
Which third-party service providers process my personal information?
”Third parties” includes third-party service providers, including contractors and designated agents. The following activities are currently undertaken by third-party service providers as part of our recruitment process:
How secure is my information with third-party service providers?
All our third-party service providers are required to take appropriate security measures to protect your personal information in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions.
What about other third parties?
We may share your personal information with other third parties, for example in the context of the possible sale or restructuring of the business. In this situation we will, so far as possible, share anonymised data with the other parties before the transaction completes. Once the transaction is completed, we will share your personal data with the other parties if and to the extent required under the terms of the transaction. We may also need to share your personal information with a law enforcement agency, regulator, or to otherwise comply with the law.
DATA SECURITY
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered, or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal information on our instructions and are all subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are required by law to do so, or we believe it is otherwise necessary or desirable.
DATA RETENTION
How long will you use my information for?
We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
In addition, as stated above, if your application is unsuccessful then, if we reasonably believe that in the following 12 months a vacancy may arise for which you may be suited, and which you may be interested in, we may retain your data for up to 12 months after the recruitment decision is made. If you do not wish us to store your data for this reason please let us know by email to privacy@gridserve.com. Once this 12- month period has expired, or you have objected to us continuing to store your data, we will securely destroy your personal information in accordance with applicable laws and regulations (unless you have requested that we hold it for longer).
In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.
YOUR PERSONAL DATA RIGHTS
Your rights in connection with your personal information Under certain circumstances, you have the right to:
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please email privacy@gridserve.com.
No fee usually required.
You will not have to pay a fee to access your personal information (or to exercise any of your other rights). We may, however, charge a reasonable fee if your request for access is clearly unfounded or excessive; alternatively, we may refuse to comply with the request in such circumstances.
Your duty to inform us of changes.
It is important that the personal information we hold about you is accurate and up to date. Please keep us informed if your personal information changes during the application process (and for 12 months after if unsuccessful and you have not objected to your data being stored).
RIGHT TO WITHDRAW CONSENT
In the limited circumstances where you may have provided your consent to the collection, processing or transfer of your personal information, you have the right to withdraw your consent at any time. To withdraw your consent, please email privacy@gridserve.com. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose(s) you originally agreed to, unless we have another legitimate basis for doing so in law.
CHANGES TO THIS PRIVACY NOTICE
We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice if we make any substantial updates during the period we are processing your personal data. We may also notify you in other ways from time to time about the processing of your personal information.
QUESTIONS OR QUERIES
If you have any queries about how, or why, we use your personal data, or any of the other information contained in this notice please contact the Privacy Team by email to privacy@gridserve.com
Last updated January 2024
PLEASE READ THESE MOBILE APP TERMS CAREFULLY
BY ACCESSING THE APP YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS DO NOT USE THE APP.
The term ‘GRIDSERVE’, ‘our’, ‘us’ or ‘we’ refers to the GRIDSERVE group of companies which includes the owner of this app, 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 of our app.
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 legalteam@gridserve.com.
We license you to use:
GRIDSERVE app mobile application software (the App) and any updates or supplements to it.
as permitted in these terms.
Please note that by using the App to charge your vehicle you agree to use the chargers in accordance with the GRIDSERVE Charging T&Cs.
These Terms along with our Privacy Notice govern GRIDSERVE’s relationship with you in relation to the App. It is important that you read these Terms and our Privacy Notice so that you are fully aware of the limits of, and restrictions on, the information contained in the App, the data we collect when you use the App, how and why we use any personal data we collect, and the rights you have relating to that personal data.
The ways in which you can use the App and Documentation may also be controlled by the iOS App Store’s and Android Market Place’s rules and policies.
Operating system requirements
This app requires an Android or Apple device with iOS 16 or Android 9 operating system as a minimum.
Support. If you want to learn more about the App or have any problems using any of the features please take a look at our support resources at https://www.gridserve.com/support/.
Contacting us (including with complaints). If you think the App is faulty or misdescribed or wish to contact us for any other reason please email our customer service team at support@gridserve.com or call us on +44 333 1234 333.
How we will communicate with you. If we have to contact you we will do so by email using the contact details you have provided to us.
In return for your agreeing to comply with these terms you may:
provided you comply with the IOS and Android terms at clause 3, make up one copy of the App for back-up purposes; and
We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce.
We will give notice of any change by notifying you of a change when you next start the App.
If you do not accept the notified changes you will not be permitted to continue to use the App.
From time to time we may automatically update the App to improve performance, enhance functionality, reflect changes to the operating system or address security issues (Updates). Alternatively we may ask you to update the App for these reasons.
Updates may modify or delete certain features and/or functionalities of the App. You agree that GRIDSERVE has no obligation to (i) provide any Updates, or (ii) continue to provide or enable any particular features and/or functionalities of the App to you. You further agree that all Updates will be (i) deemed to constitute an integral part of the App, and (ii) subject to these terms and conditions.
If you choose 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 account 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.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at privacy@gridserve.com.
You may not transfer the App to someone else, whether for money, for anything else or for free. If you sell any device on which the App is installed, you must remove the App from it.
If you download or stream the App onto any phone or other device not owned by you, you must have the owner’s permission to do so. You will be responsible for complying with these terms, whether or not you own the phone or other device.
We are not responsible for other websites you link to
The App may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).
You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.
You agree that you will:
You agree to pay a fee (Charging Fee) when you charge your electric vehicle (EV) at a GRIDSERVE charging point (Charging Point). The terms of the card payment service shall apply to payments converted from another currency as determined by the payment card provider. If you stay connected to a Charging Point after your EV has been recharged to 100% capacity (as indicated on the Charging Point) a fee (as stated on the App) may be charged to your account for every minute of time after the 100% capacity is reached, rounded up to the nearest minute (Overstay Fee). Any such Overstay Fee will be made clear to users of that Charging Point.
If you are paying for the Charging Fee using the App, you will be able to benefit from a five percent (or the next round penny, whichever is more) discount applied to the Charging Fee (Discount).
The Discount only applies to charging services on the GRIDSERVE Electric Highway and not to other purchases made on GRIDSERVE premises.
All fees will be inclusive of VAT charged at the rate applicable at the date the service was paid for.
GRIDSERVE reserves the right to report any potentially fraudulent payment activity to the police, Action for Fraud or other law enforcement organisation as appropriate.
By providing payment card details you undertake that the card is yours or you have the owner’s consent to use it.
We use payment services provided by Stripe, to ensure the cyber security applied to your payment information complies with best practices. The minimum card transaction is 30p (Minimum Transaction Amount) and this minimum shall apply even if the value of your charging activity is less than the Minimum Transaction Amount.
Your Account allows you to pay the Charging Fee and Overstay Fee through a credit account. No refund will be given in relation to the Charging Fee except where a malfunction or other error results in you being charged incorrectly and such error is validated by GRIDSERVE.
The publicly advertised Charging Point power rating in kilowatt is an indication of the maximum power that the Charging Point can deliver to the customer’s vehicle. GRIDSERVE does not guarantee the level of power delivered at a Charging Point as this is influenced by external factors and therefore has no bearing on the cost of the charging transaction delivered to the Customer.
You must:
All intellectual property rights in the App throughout the world belong to us and/or our licensors, and the rights in the App are licensed (not sold) to you. You have no intellectual property rights in, or to, the App other than the right to use them in accordance with these terms.
We make use of location data sent from your devices to enable you to locate the nearest Charging Point and to enable us to identify you when you use a Charging Point. If you use these services, you consent to us and our affiliates’ and licensees’ transmission, collection, retention, maintenance, processing and use of your location data and queries to provide and improve location-based and road traffic-based products and services. We do not retain location data for longer than is necessary to perform these services.
You can turn off this functionality at any time by turning off the location services settings for the App on the device. If you do, the functionality of the App will be restricted.
Our liability is excluded to the maximum extent allowed under the laws of England and Wales.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
We are not liable for business losses. The App is for domestic and private use. If you use the Platform for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. We are not liable for any indirect loss. In no event shall GRIDSERVE or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of data or other information, for personal injury, for loss of privacy arising out of or in any way related to the use of or inability to use the App, third-party software and/or third-party hardware used with the App, or otherwise in connection with any provision of this contract), even if GRIDSERVE or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.
We are not responsible for events outside our control. If our provision of support for the App is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end your contract with us and receive a refund for any Services you have paid for but not received.
We are not responsible for loss of data. It is your responsibility to back up your data on a regular basis.
Notwithstanding any damages that you might incur, the entire liability of GRIDSERVE under any provision of this contract and your exclusive remedy for all of the foregoing shall be limited to the total recharge fees over the 12 months preceding the event that gave rise to the liability.
You agree to indemnify and hold GRIDSERVE and its affiliates, officers, employees, agents, partners and licensors (if any) harmless from any claim or demand, including reasonable attorneys’ fees, due to or arising out of your: (a) use of the App; (b) violation of these terms and conditions or any law or regulation; or (c) violation of any right of a third party.
The App is provided for general information and entertainment purposes only. It does not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the App. GRIDSERVE gives no guarantees, whether express or implied, that such information is accurate, complete or up to date.
We make no representation or warranty of any kind, express or implied: (i) as to the operation or availability of the App, or the information, content, and materials or products included thereon; (ii) that the App will be uninterrupted or error-free; (iii) as to the accuracy, reliability, or currency of any information or content provided through the App; or (iv) that the App, its servers, the content, or e-mails sent from or on behalf of GRIDSERVE are free of viruses, scripts, trojan horses, worms, malware, timebombs or other harmful components.
The App has not been developed to meet your individual requirements. Please check that the facilities and functions of the App meet your requirements.
Please back-up content and data used with the App.
We recommend that you back up any content and data used in connection with the App, to protect yourself in case of problems with the App.
We are not responsible for events outside our control.
If our performance under these Terms is delayed by an event outside our control we will inform you as soon as reasonably practicable and will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
We may end your rights to use the App at any time by contacting you if you have broken these terms in a serious way. If what you have done can be put right, we will give you a reasonable opportunity to do so.
If we end your rights to use the App:
You must delete or remove the App from all devices in your possession and immediately destroy all copies of the App which you have and confirm to us that you have done this.
These Terms, their subject matter and their formation, and any disputes arising out of or in connection with the App, are governed by English law. You and us both agree that the courts of England and Wales will have exclusive jurisdiction.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date.