GRIDSERVE® Privacy Notice

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

1. Important information and who we are

1.1 Purpose of this Privacy Notice

This Privacy Notice aims to give you information on how GRIDSERVE uses and protects the personal data that it collects when you:

• visit the website(s), self-service portal(s), and/or any mobile apps operated by GRIDSERVE;
• complete a survey, give us feedback, or respond to a social media post;
• use an EV Charging Facility operated by GRIDSERVE to recharge your electric vehicle; and/or
• visit one of our Electric Forecourts®.

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 Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN, with company number 10977981, and each of its subsidiary companies registered with the Information Commissioner’s Office as a data controller (which all 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 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.
• Stevenage Electric Forecourt Limited (ICO Reg. No. ZB818562) – The company which operates the Electric Forecourt® in Knebworth Park, Stevenage.
• 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, Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN

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.

2. In a hurry?

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:

• We collect information that is either personal data (information about you) or non-personal data (such as web pages accessed).
• We collect information about our customers, individuals who visit our sites or premises, website visitors, app users, correspondents, and others who interact with us, and our employees.
• We collect information to provide services or goods, to provide information, for administration, research, and analysis, improve the services we offer, ensure our website and app are functioning correctly, and for the prevention/detection of crime.
• We only collect the information that we need in our quest to provide the best possible service.
• We do our very best to keep personal information secure. For example, we use a secure internet connection whenever we collect personal data online.
• Information is stored by us on cloud computers located in the UK. We may also process your data in other countries outside the UK but only where there is an adequate level of protection for personal data, or where the processing is controlled by appropriate contractual arrangements.
• We never sell your data, and we will never share it with another company for their own marketing purposes.
• We only share data where we are required by law or with carefully selected partners who do work for us. We may also share CCTV recorded images with business partners who operate within or adjacent to GRIDSERVE premises. All our partners are required by their contract or terms of service to treat your data as carefully as we would, to use it only as we instruct them to, and to allow us to check that they do this.
• Our website and App use cookies – for more information see our Cookies Policy.
• You have a number of rights relating to the use of your data, these are set out in full in Section 9.

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.

3. Information we collect about you, how we use it and why

3.1 Information we collect

We may collect, use, store, and transfer different kinds of personal data about you, which we have grouped together as follows:

• Identity Data includes any or all of first name(s), last name(s), username or similar identifier, marital status, title, date of birth, and gender.
• Contact Data includes any or all of billing address, delivery address, email address, and telephone number(s).
• Financial Data includes any or all of bank account and payment card details.
• Marketing and Communications Data includes your preferences in receiving marketing from us (and our third parties) and your preferred method(s) of communication.
• Profile Data includes any or all of your username and password, purchases or orders made by you, your interests, preferences, feedback, and survey responses.
• Surveillance Data includes images captured by CCTV (and similar surveillance systems) if the individuals in the images can be identified. This data may also include the date and time you visited the location and details such as the make, model, and registration number of your vehicle.
• Transaction Data includes any or all of details about payments to and from you and details of products and services you have purchased from us.
• Technical Data includes any or all of internet protocol (IP) address, your login data, device type, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access our website and/or apps.
• Usage Data includes any or all of information about how you use our website, app, products, and services.
• Vehicle Data includes data collected automatically from your vehicle when it is plugged in to charge at a GRIDSERVE charger, which may be linked to you and/or one of your payment methods, for example, to enable auto-charge via the app.

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 by 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 by filling in forms or by corresponding with us by post, telephone, email, or otherwise. This includes personal data you provide when you:
  • Apply for, or purchase products or services from GRIDSERVE.
  • Create an account on our website or app.
  • Request marketing to be sent to you.
  • Enter a competition, promotion, or survey.
  • Give us feedback or contact us.
• 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.
• Third parties or publicly available sources: We will receive personal data about you from various third parties and public sources as set out below:
  • Analytics providers (such as Google).
  • Advertising networks and search information providers.
  • Contact, Financial, and Transaction Data from providers of technical, payment, and delivery services.
  • Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register.

4. Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We will only send marketing emails or text messages:

• After we have obtained your specific consent; or
• Where we have obtained your email address in the course of providing, or negotiating the provision of, goods or services and the marketing email/text message relates to similar goods or services provided by us. You will be informed, and given the opportunity to object to, this use of your Contact Data at the time it is collected.

You have the right to withdraw your consent at any time. You can do this by clicking the ‘unsubscribe’ link which will be in every marketing email we send or by contacting us using the details in Section 1.4 above.

5. Disclosure of your personal information

5.1 Sharing your data

We may share your personal data with the parties set out below for the purposes set out in Section 3.6 above:

• Internal Third Parties: Other companies in the GRIDSERVE Group acting as ‘joint controllers’ or ‘data processors’.
• External Third Parties:
  • 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., Information Commissioner’s Office (ICO)) and other authorities acting as data processors or joint controllers based in the UK who require reporting of processing activities in certain circumstances.
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets (alternatively, we may seek to acquire other businesses or merge with them). If a change happens to our business, then the new owners may use your personal data in the same way as set out in this Privacy Notice.

CCTV surveillance images may also be shared with law enforcement agencies and with business partners operating within, or adjacent to, GRIDSERVE premises, provided:

• They have demonstrated to us a valid legal basis for their use of the data; and
• That use is compatible with a purpose specified in our CCTV Procedure as a legitimate purpose for GRIDSERVE’s use of the data.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

6. International transfers

We may transfer your personal data outside the UK. Whenever we do this, to ensure that your data is adequately protected and your personal data rights are maintained, we will ensure that either:

• It is to a country where the laws provide an equivalent level of protection for personal data; or
• We put in place appropriate safeguards, such as binding contracts which incorporate terms approved by the Information Commissioner’s Office.

7. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized 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.

8. Data retention

We will only retain your personal data for as long as necessary to fulfill 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 unauthorized use or disclosure of your personal data, and the applicable legal, regulatory, tax, accounting, or other requirements.

9. Your legal rights

You have a number of rights under data protection laws in relation to your personal data, which are set out below. You will not have to pay a fee to exercise any of these rights, 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: Obtain confirmation as to whether or not we are processing your personal data and receive a copy of the personal data we hold.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your data in certain circumstances.
• Right to restrict processing: Request a restriction on how your data is used in specific scenarios.
• Right to data portability: Request transfer of your data to you or a third party in a structured, commonly used, machine-readable format.
• Right to object: Object to the processing of your personal data where we are relying on legitimate interests, or for direct marketing purposes, including profiling.
• Right not to be subject to automated decision making: Prevent decisions made solely based on automated processing that affect you.

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 Section 1.4. 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 November 2024.

GRIDSERVE® Cookie Policy

1. What is a cookie
2. How we use cookies
3. The cookies we use
4. Third party cookies
5. How can cookies be refused?

1. What is a Cookie?
Cookies are small files that are downloaded onto your computer, tablet, mobile, or other device you use to access a website. Cookies allow a website to recognise your device. They help your browser navigate through the website by allowing you to sign in automatically and by remembering settings you selected during earlier visits (among other functions). Cookies don’t harm your computer or device.
Most web browsers automatically accept cookies. Cookies will be sent when you access our website unless you’ve adjusted your browser settings to refuse cookies. You can find out how to do this in the ‘How can cookies be refused?’ section below and you can learn more about cookies by visiting allaboutcookies.org.

2. How we use cookies
We use cookies and similar technologies for storing and honouring your preferences and settings, enabling you to sign-in, providing interest-based advertising, combating fraud, analysing how our products perform and fulfilling other legitimate purposes. This helps us to provide you with a better experience when you browse our website or use our free Wi-Fi service, and allows us to improve our website and apps. If a cookie collects any information which is personal data that information will be used in accordance with our Privacy Notice which can be found here.

3. The cookies we use
The cookies we use are divided into four types:

Necessary – These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.

Analytical – These cookies allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

Functional – These cookies are used to recognise you when you return to our website or use the free Wi-Fi offered at our premises. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).

Marketing – These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You can find more information about the individual cookies we use, the purposes for which we use them, and how long they last in the table below:
COOKIES USED ON OUR WEBSITE

4. Third party cookies
Please note that third parties (including, for example, advertising networks, social networks and providers of external services such as web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies. You should check the privacy policy of the relevant third-party sites before providing any information.

5. How can cookies be refused?
You can block cookies by activating the setting on your browser that allows you to refuse the use of all or some cookies. However, if you block all cookies (including essential cookies) you may not be able to access all, or parts of, our website, use our app or self-service portal.

This Policy was last updated July 2022

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

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

1. Interpretation

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

App: means the GRIDSERVE mobile application software and any updates or supplements to it.

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 (minus any Discount) 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 person who purchases Services from GRIDSERVE.

Discount: any discount on the fee displayed at the EV Charging Facility which is contractually agreed with GRIDSERVE (under a separate signed contract) to be applicable to the Customer.

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 number 10977981 whose registered office is at Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN 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 an amount (variable dependant on location and payment method) of up to Thirty Pounds (£30).

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.

2. Services

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

2.1. The use of the EV Charging Facility to recharge the Customer’s vehicle with electricity; and

2.2. The use of either the EV Charger’s payment terminal or the App to pay for use of the EV Charging Facility by the Customer, which payment may be made by credit or debit card, RFID, or other means of accepted contactless payment methods including payment-enabled smart devices.

3. Customer responsibility

By using the EV Charging Facility the Customer agrees to:

3.1. Comply with all instructions displayed at the EV Charging Facility and given by GRIDSERVE in relation to the use of the EV Chargers;

3.2. Comply with all parking restrictions in force from time to time at the relevant Charging Facility

3.3. Use all GRIDSERVE Property in a safe and responsible manner and, not to dispose of, or use any of GRIDSERVE Property other than in accordance with GRIDSERVE’s instructions or authorisation together with any instructions provided by the Customer’s vehicle manufacturer. In the unlikely event there is a conflict between the GRIDSERVE instructions and the instructions provided by the Customer’s vehicle manufacturer the GRIDSERVE instructions shall have precedence and in these circumstances the use of the GRIDSERVE Property in accordance with the GRIDSERVE instructions is at the Customer’s own risk;

3.4. Remove the vehicle once the Charging Session is over and ensure that access to the Charging Bay and the EV Charger is cleared to allow for use of the EV Charging Facility by other customers;

3.5. Ensure they have adequate funds for payment for the Services prior to commencement of the Services; and

3.6. Reimburse GRIDSERVE in respect of all costs, claims, demands, expenses and/or liabilities which GRIDSERVE may suffer or incur out of, or in connection with, Customer’s failure to comply with the instructions and/or safe operation of the EV Charging Facility.

4. Payment and price

4.1. In consideration for GRIDSERVE providing the Services, the Customer shall pay the Charging Session Cost to GRIDSERVE for using the EV Charging Facility.

4.2. The Charging Fee will be displayed on the EV Charger and payment will need to be initiated, with the Reserved Payment pre-authorised at the EV Charger, prior to the Charging Session commencing.

4.3. The Customer can pay the Charging Session Cost by using their credit or debit card, RFID, or other means of accepted contactless payment methods, including payment-enabled smart devices, via the EV Charger payment terminal. Payment can also be made via the App using a pre-registered payment card or a mobile payment service such as Apple Pay or Google Pay.

4.4. The Charging Session Cost includes a fixed transaction fee to cover card processing and payment service fees incurred by GRIDSERVE.

4.5. Unless otherwise stated, the prices quoted by GRIDSERVE are inclusive of VAT.

4.6. As soon as the Charging Session is started, the Customer’s bank will pre-authorise the Reserved Payment which will be cleared by the Customer’s bank within a few working days, GRIDSERVE will only bill for the actual kWh used.

4.7. The Customer acknowledges that pre-authorisation of the Reserved Payment is required prior to use of the Services, and that the final bill may exceed the amount pre-authorised depending on the kWh used at the displayed p/kWh pricing at the relevant location. It is the Customer’s responsibility to ensure funds are available in the account linked to the payment method used. In the event the Reserved Payment exceeds the Charging Session Cost the balance shall be returned to the Customer’s bank account immediately after use of the Services and in any event within three (3) working days of completion of the use of the Services.

4.8. If the Customer’s card and/or device is declined when submitting for payment, the Customer will not be permitted to use the Services using that payment method and an alternative payment method must be presented by the Customer for the Services to commence.

5. Service interruption

5.1. The Charging Station may fail or require maintenance without notice. GRIDSERVE will use reasonable efforts to provide the Services to the Customer, however GRIDSERVE cannot guarantee the Services to be free from interruption and/or faults.

5.2. If, in the unlikely event, there is an interruption to the Services, Customer shall report this to a member of GRIDSERVE Staff as soon as possible to enable GRIDSERVE to take the necessary steps to repair/fix the interruption.

5.3. GRIDSERVE shall not be liable for any losses or costs incurred by the Customer due to the failure of the Charging Station.

6. Available power

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

6.2. GRIDSERVE will not be liable for any losses, delays or costs incurred by the Customer due to the actual power output of the Charging Station.

7. Intellectual property rights

7.1. All Intellectual Property Rights arising out of or in connection with the Services shall be owned by GRIDSERVE.

7.2. All GRIDSERVE Property belongs exclusively  to GRIDSERVE.

8. Data protection

Any personal data which relates to you that is collected during your 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.

9. Limitation of liability

9.1. Nothing in these Conditions shall limit or exclude GRIDSERVE’s liability for:

9.1.1. death or personal injury caused by its negligence or the negligence of its employees, agents or subcontractors;

9.1.2. fraud or fraudulent misrepresentation; or

9.1.3. any other liability which cannot be limited or excluded by the Applicable Law.

9.2. GRIDSERVE shall not be responsible to the Customer for:

9.2.1. the cost of additional or substitute Services;

9.2.2. any failure to perform or delay in performing its obligations under the conditions caused by a Force Majeure Event;

9.2.3. any loss or damage that is not foreseeable;

9.2.4. any loss or damage (including indirect and consequential) caused by the inability of the Customer to use the EV Charging Facility and/or the Service where such loss or damage is not directly caused by GRIDSERVE;

9.2.5. any defects in the EV Charger and/or the Customer’s vehicle caused by failure to follow GRIDSERVE’s instructions in relation to the use of the Services and the connecting and/or disconnecting of the Customer’s vehicle to the EV Charger. As set out in Clause 3.1. if the GRIDSERVE instructions conflict with the instructions of the Customer’s vehicle manufacturer and the Customer decides to use the Charging Facility they must follow the GRIDSERVE instructions but do so at their own risk and GRIDSERVE will not be liable for any damage which may subsequently be caused to the Customer’s vehicle.

9.3. GRIDSERVE shall not be liable for any costs, expenses, damages or losses sustained or incurred by the Customer arising directly or indirectly from GRIDSERVE’s failure or delay in performing any of its obligations as set out in these Terms and Conditions.

10. Miscellaneous

10.1. The Customer has the right to cancel the Services provided by GRIDSERVE at any time, however, the Charging Fee for the Services already used is non-refundable and payable at all times.

10.2. GRIDSERVE reserves the right to amend these Conditions at any time. Any amendments made to these Conditions will be effective once posted on the GRIDSERVE website.

10.3. These Conditions are deemed accepted when the Customer commences the Services.

10.4. These Conditions are governed by the laws of England and Wales and the English courts shall have exclusive jurisdiction.

Last Updated February 2025

GRIDSERVE® Electric Forecourts®Terms and Conditions of Entry

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

5.6. GRIDSERVE can be contacted at Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN as well as by emailing support@gridserve.com or by telephoning +44 (0)800 240 4242.

Last Updated July 2022

GRIDSERVE® Free Wi-Fi
Terms of Use

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

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

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

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

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

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

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

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

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

Last Updated July 2022

GRIDSERVE® Office Pods Rental Terms & Conditions

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

2. Booking an Office Pod
2.1 Office Pods can be booked using:
a. the GRIDSERVE website at 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

GRIDSERVE® Complaints Policy

1. What You Should Expect from GRIDSERVE

At GRIDSERVE, we aim to delight – ‘great’ is our minimum bar. We put our customers first and strive to deliver the best possible experience when using our EV charging network or visiting one of our Electric Forecourts®.

2. How to Get in Touch with GRIDSERVE

You can contact us through our website, by email at complaints@gridserve.com, or by writing to us at:

The Complaints Team
GRIDSERVE Hillmead Enterprise Park, 9-10 Western Gate, Langley Rd, Swindon, SN5 5WN

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 are committed to resolving all complaints fairly and efficiently. However, if you feel that our response has not addressed your concerns, please let us know so we can review the matter further. Your feedback helps us improve our services and ensure a better experience for all customers.

If your complaint remains unresolved, you may wish to seek advice from Citizens Advice for further guidance on your consumer rights and possible next steps. Citizens Advice provides free, independent, and confidential advice on consumer issues. You can contact them at:

Citizens Advice Consumer Service
Website: https://www.citizensadvice.org.uk
Phone: 0808 223 1133

5. Leasing customers

CarWow Group acquired GRIDSERVE Car Leasing from GRIDSERVE in October 2024, and it is now trading as CarWow Leasey Limited.

If your complaint relates to a lease agreement or any of the services previously provided by GRIDSERVE Car Leasing, you should contact CarWow through their website, by email at hello@carwow.co.uk, or by writing to them at:

CarWow Leasey

2nd Floor, Verde Building, 10 Bressenden Place, London, SW1E 5DH

We appreciate your feedback and thank you for helping us continue to enhance our EV charging network.

GRIDSERVE Modern Slavery and Human Trafficking Statement

1. Introduction

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

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

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 as well as 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, and electric vehicle charging infrastructure with its registered office at Units 9 & 10, Westerngate, Hillmead Enterprise Park, Swindon, England, SN5 5WN.

We operate across the UK, and our employees are situated in the United Kingdom, operating from the below addresses:

• GRIDSERVE Innovation and Operations Centre, Units 9 & 10, Westerngate, Hillmead Enterprise Park, Swindon, England, SN5 5WN
• Braintree Electric Forecourt Ltd, Edison Way, Great Notley, Braintree, CM77 7AP
• Norwich East Electric Forecourt Ltd, Maple Way, Postwick, Norwich, NR13 5HB
• Gatwick Electric Forecourt Ltd, Ring Road South, London Gatwick Airport, Horley, Gatwick, RH6 0JB
• Stevenage Electric Forecourt, A1(M), Stevenage, SG1 2AX

3. Our Supply Chains

Our supply chains include goods and services related to:

• Construction (e.g. hire equipment, security, building materials).
• Electrical infrastructure (e.g. electric vehicle chargers, feeder pillars, Battery Energy Storage Systems (BESS)).
• Corporate services (e.g. facilities management, laptops, utilities).

4. Due Diligence Processes for Slavery and Human Trafficking

We have processes in place to:

• Identify those suppliers who are not taking steps to prevent discrimination, utilise children as labour, and/or use forced labour;
• Ensure we do not trade with any suppliers where we have identified discrimination, child labour, and/or use of forced labour, and;
• Protect whistle-blowers.

5. Supplier Adherence to our Values and Ethics

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

6. Training

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

7. Our Effectiveness in combating Slavery and Human Trafficking
We use the following measures to ensure that slavery and human trafficking is not taking place in any part of our business or supply chains:

• The supplier onboarding process includes a declaration to comply with the supplier sustainability manual which includes a statement that ensure policies and process are in place to prevent slavery and human trafficking;
• Our contract templates include standard clauses addressing slavery and human trafficking including the consequences of breaches of such provision.
• Collaboration with investors and other global companies on guidance and legislation addressing slavery and human trafficking within Procurement and Supply.

This Statement is made pursuant to section 54(1) of the Modern Slavery Act 2015 and constitutes GRIDSERVE’s slavery and human trafficking statement for the financial year ending 31st December 2024.

Signed by Daniel Kunkel, CEO

25th June 2025

Gender Pay Gap Statement

Established in 2017, GRIDSERVE is on a mission to make EV easy for all, supporting the transition to electric vehicles. From less than 20 people then, our workforce grown substantially in recent years and has become a market leader in on-the-go EV charging. This is GRIDSERVE’s first Gender Pay Gap report as we briefly passed the 250- employee mark in 2024. Gender Pay Gap is an important snapshot to help measure, assess and action any average pay difference between men and women across roles within the organisation.

It is different from equal pay, which considers pay differences between men and women who carry out the same jobs. GRIDSERVE is committed to equal opportunities and equal treatment for all employees, regardless of sex, race, religion or belief, age, marriage or civil partnership, pregnancy/maternity, sexual orientation, gender reassignment or disability. We have a clear policy of paying employees equally for the same or equivalent work, regardless of their sex (or anything else listed above).

The data in this report is based on a snapshot of base pay on 5th April 2024 and any bonus awards received in the twelve months prior to this date. Our female workforce represents 31.5% of our total workforce. Our median base pay is lower for female employees at 35.48% compared to male employees. A higher proportion of our female employees are represented in the lower quartile levels of base pay than in the higher quartile levels. Our median bonus gender pay gap is 30.74%.

The proportion of male employees receiving a bonus is 55% and the proportion of female employees receiving a bonus is 91%. However, due to the changes in the business at the time, this snapshot data misrepresents the bonus pay gap reality. A bonus was awarded to all employees, however not all employees included in April 2024 payroll had long enough tenure to be eligible for this bonus.

We recognise that there is much room for improvement, and we are not happy with our gender pay gap. We are committed to doing everything we can to reduce the gap, whilst recognising that this is a difficult task. The Electric Vehicle (EV) industry is heavily male dominated, and it can be difficult to attract female applicants to apply for some roles specifically in engineering-based and construction roles. We have a role in encouraging more females to apply for these traditionally male-dominated roles. We recognise that improvements in this area will take time and effort.

We also know that having senior female role models can help inspire and support growth opportunities for women into senior position. These senior roles also attract larger salaries and therefore, drive an imbalance in the gender pay gap figures. In the Executive Committee team, on the snapshot date of April 5, 2024, we had no female employees filling these positions. The female population at this level is now increasing, however, we recognise this needs continued focus.

We have taken some steps to promote gender diversity. To celebrate International Women’s Day 2024, GRIDSERVE’s internal communications team posted an intranet article championing diversity and inclusion, not only on International Women’s Day, but on a daily basis throughout the business, sharing multiple resources for employees to engage with to enhance skills, foster leadership qualities, provide opportunities for career growth and highlight some of the barriers and challenges that women face in today’s broader workplace. It was also discussed how supporting a diverse and inclusive workplace can help GRIDSERVE.

By themselves, none of these initiatives will remove the gender pay gap – and it may be several years before some have any impact at all. In the meantime, we will continue to monitor the progress that we’re making. Right now, we have plans to carry out the following changes over the coming year:

• Implement a HR System which will enable the organisation in the longer term to fully evaluate the compensation and benefits structure across all employees and ensure where appropriate gender pay gaps in compensation are addressed.
• Realign recruitment to address the gender balance across all levels of the company. This includes, but is not limited to, updating our job adverts and considering platforms used to advertise our roles.
• Launch an employee forum to provide employees with a platform to share their perspectives and ideas. A diverse forum population would allow for balanced opinions to be presented, helping to create a more balanced culture.

I, Helene Murphy, Chief Human Resources Officer, confirm that the information in this statement is accurate.

03.04.2025

GRIDSERVE: Health & Safety Policy Statement

GRIDSERVE Sustainable Energy will, so far as is reasonably practicable will:

Ensure a safe workplace for those under our direct control and others who may be affected by our work activities: In compliance with the Health and Safety at Work Act 1974 and other applicable regulatory requirements, GRIDSERVE Sustainable Energy (GRIDSERVE) will provide resources and arrangements for safe working practices to ensure safe conditions and a healthy environment for those persons under our control.

GRIDSERVE will ensure that any work undertaken by persons under our control does not adversely affect the health and safety of anyone else, such as customers, clients, contractors, sub-contractors, visitors, or members of the public.

GRIDSERVE will comply with regulations and guidance specific to our operation, including, but not exclusively, the Management of Health and Safety at Work Regulations 1999, Construction (Design and Management) Regulations 2015, Electricity at Work Regulations 1989, and HSR25 (third edition), October 2015. Risk assessments will be communicated and followed by all employees working on GRIDSERVE infrastructure or assets. GRIDSERVE is committed to managing health and safety with the same degree of expertise as our other core business activities.

Provide safety consultation, information and training: GRIDSERVE will facilitate consultation, information, and training of persons under our control on matters affecting health, safety, and welfare, advise them of their responsibilities, and use the ABP safety system and other appropriate media. GRIDSERVE will review recommendations during scheduled ongoing reviews of safety arrangements. GRIDSERVE commits to managing the competency of its contractors appointed to undertake the work for which they are appointed.

Obtain specialist expert advice: GRIDSERVE will seek internal or external expert advice on health, safety, and welfare issues related to our activities to identify risks likely to affect our work and ensure that reasonable precautions are taken to mitigate such risks to persons who may be affected by our operations.

Effectively communicate health and safety arrangements: GRIDSERVE will communicate our business health and safety arrangements, associated procedures, and guidance to all persons under our control, ensuring their understanding of the regulations and guidance related to the work being undertaken.

Promote personal safety within our Zero-Harm safety culture: GRIDSERVE will advise all persons under our control of their legal duty to take reasonable steps to ensure the health, safety and welfare of themselves and of any other persons (including members of the public) who may be affected by their acts or omissions at work and to cooperate with GRIDSERVE to ensure compliance with statutory provisions, regulations, and guidance.

Accountable person(s): GRIDSERVE will ensure that a competent manager or supervisor is appointed at all workplaces. This person will be responsible for achieving the health and safety standards required by statutory provisions, regulations, and guidance.

Continual improvement: GRIDSERVE commits to preventing injury and ill health, improving welfare, and continuously improving health and safety management and performance. To effectively deliver safety arrangements, GRIDSERVE will ensure the competency of its safety team to ensure they provide expert advice on matters affecting the health, safety, and welfare of all persons under our control.

Roy Williamson
GRIDSERVE Chairman

Signed:

Date: January 2025

Supplier Sustainability Manual

1. 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  

HOW WE USE AND LOOK AFTER YOUR PERSONAL DATA

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:

• Personalcontactdetails e.g.name, address, telephonenumber(s), and personalemailaddress(es).
• Dateofbirth.
• Gender.
• Employment history, qualifications, and performancerelated information
• Financialinformation includingdetails of current salary, bonuses, and share scheme participation.
• Records of correspondence which may include any of the other types of information we collect.
• Information collected automatically by your use of, or interaction with, our IT, communication
  (including telephony) and CCTV systems; this may include copies of emails sent and received and recordings of telephone calls made or received

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:

• Psychometric(or similar)testing
• Referencechecking
• “RighttoWork”checking.

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:

• Request access to your personal information (commonly known as a“data subject access request”). This enables you to receive information about what personal data we are processing and why, who we have shared it with, and how long we intend to keep it. You can also request a copy of the personal information we hold about you to check that we are lawfully processing it.
• Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
• Request erasure of your personal information. This right only applies if one of the following specific conditions applies:
  • The information is no longer required for the purpose(s) it was collected.
  • We are processing the information based on your consent which you have subsequently
    withdrawn.
  • You object to us processing the information, and your objection is valid(seebelow)
  • We are processing the information illegally ,or
  • We are required by law to erase the information.
• Object to processing of your personal information where we are relying on a legitimate interest(or the legitimate interest of a third party) and there is something about your situation which makes you want to object to processing on this ground. The right to object is not absolute and if we are able to demonstrate compelling legitimate grounds, which override your interests, rights and freedoms, or the information is required for the establishment, exercise or defence of legal claims, then we may continue to process it. You have the right to object where we are processing your personal information for direct marketing purposes, this right is absolute.
• Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the legality of our reason for processing it.
• Request the transfer of your personal information to another party.

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

GRIDSERVE Mobile App Terms and Conditions

PLEASE READ THESE MOBILE APP TERMS CAREFULLY

BY ACCESSING THE MOBILE APP YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS DO NOT USE THE MOBILE APP.

1. Who we are and what this agreement does

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 Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN. 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 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. Please also note that the meaning of certain words and phrases used in these Terms of Use is defined in the GRIDSERVE Charging T&Cs.

2. Your privacy

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.

3. iOS and Android terms also apply

The ways in which you can use the App may also be controlled by the iOS App Store and Google Play Store rules and policies.

Operating system requirements

This app requires, as a minimum, either an Android device with Android 9 (or higher) operating system or an Apple device with iOS 16 (or higher).

4. Support for the App and how to tell us about problems

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.

5. How you may use the App

In return for your agreeing to comply with these terms you may:

• download or stream a copy of the App onto any compatible Apple or Android device and view, use and display the App on such devices for your personal purposes only.

provided you comply with the iOS and Android terms at clause 3, make up to one copy of the App for back-up purposes; and

• receive and use any free supplementary software code or update of the App incorporating “patches” and corrections of errors as we may provide to you.

6. Changes to these terms

We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce, any amendments made to these Conditions will be effective once posted on the GRIDSERVE website. We will endeavour to give you notice of any significant change but each time, before using the App,  you should read these Terms and Conditions, if you continue to use the App you will be deemed to have accepted them. If you do not accept them do not continue to use the App.

7. Updates to 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.

8. Your use of the App

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 or approved their content or 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.

9. Licence restrictions

You agree that you will:

• not rent, lease, sub-license, loan, provide, or otherwise make available, the App in any form, in whole or in part to any person without prior written consent from us;
• not copy the App, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;
• not translate, merge, adapt, vary, alter or modify, the whole or any part of the App nor permit the App or any part of it to be combined with, or become incorporated in, any other programs, except as necessary to use the App on devices as permitted in these terms;
• not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App, nor attempt to do any such things,
• comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App.

10. Payment Services and Reserved Payment

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.

At some of our Charging Locations we may pre-authorise a Reserved Payment (as defined in the EV Charging T&Cs) of up to Thirty Pounds (£30) for payment of the Charging Fee via the App. In the event the Reserved Payment exceeds the Charging Session Cost the balance shall be returned to the Customer’s bank account immediately after use of the Services and in any event within three (3) working days of completion of the use of the Services. Whilst we will initiate the return of the balance in accordance with this clause, please note that the time taken for funds to be credited to your bank account will depend on your bank’s policies and processing times. For the avoidance of doubt, GRIDSERVE will not be responsible for any delays or issues related to the time it takes for your bank to return the balance to your bank account.

All fees will be inclusive of VAT charged at the rate applicable at the date of the Charging Session.

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.

11. Acceptable use restrictions

You must:

• not use the App in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App or any operating system;
• not infringe our intellectual property rights or those of any third party in relation to your use of the App, including by the submission of any material (to the extent that such use is not licensed by these terms);
• not transmit any material that is defamatory, offensive, or otherwise objectionable in relation to your use of the App;
• not use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
• not use the App in a way that could damage or negatively affect our reputation; and
• not collect or harvest any information or data from or our systems or attempt to decipher any transmissions to or from the servers.

12. Intellectual property rights

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.

13. Location Data

We make use of location data sent from your device(s) 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 the transmission, collection, retention, maintenance, processing and use of your location data and queries by us, our affiliates and/or licensees, 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.

14. Our liability

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.

We are not responsible for any loss or damage that was not foreseeable or any loss or damage not caused by our breach or negligence.

15. Indemnification

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 legal and other professional 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.

16. Limitations to the App

The App 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:

1. as to the operation or availability of the App, or the information, content, and materials or products included thereon;
2. that the App will be uninterrupted or error-free;
3. as to the accuracy, reliability, or currency of any information or content provided through the App; or
4. 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.

17. We may end your rights to use the App if you break these terms

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 stop all activities authorised by these terms, including your use of 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.

18. General

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.

Last updated February 2025

GRIDSERVE Open Data API Terms and Conditions

PLEASE READ THE GRIDSERVE OPEN API FAIR USE POLICY CAREFULLY BEFORE USING THE API. BY USING THE API, YOU AGREE TO BE BOUND BY THIS POLICY.

In this API Fair Use Policy, We, Our, Ourselves, Us, or API Licensor means GRIDSERVE EMEA DEPC LTD (a company incorporated in England and Wales under number 07471644 whose registered office is at Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN), and You, Your, or API Licensee means you, the user of the API ( and if you are using the API on behalf of a firm or company, includes such firm or company)

We may update this Policy, and any of the policies or other documents referred to in them from time to time. Such updates shall take effect 5 days after you are notified of the update. If you do not agree to any such update, you should stop using the API and API Data before the update takes effect.

Our API

Our application programming interface (API) can be accessed as per the onboarding pack and includes any documents (electronic or otherwise) that come with the API. This API complies with UK government requirements for providing open access to electric vehicle (EV) charge point data.

As part of the use of the API, you may access certain content, images, and data made available via the API (“API Data“).

API Fair Use Policy

We care that our API Data and the Open API are protected. This policy sets out our and your respective rights and obligations relating to the use of the API to access and use the API Data.

Access to and Use of the API

Access to and use of the API is provided to ensure compliance with UK government requirements for Open Data sharing. You agree to access the API only using the API key provided by us (if applicable) and to keep your API key secure. You are responsible for any use of the API under your API key.

You must:

Ensure that your use of the API complies with:

• This API Fair Use Policy;
• All documentation relating to the API provided or made available by us to you (“Documentation“) (as updated from time to time);
• All relevant legislation, regulations, codes of practice, guidance, and other requirements of any relevant jurisdiction, government, or regulatory agency or other regulatory body.

Rate Limits and Quotas

To ensure consistent performance:

API calls are subject to rate limits, which may include restrictions on the number of requests per minute, hour, or day.

Default rate limits are set to 1 call every 30 seconds.

What the API Must Not Be Used For

You must not use the API to send spam or to interfere with or degrade our services in any way.

You must also not use the API for any unlawful purpose or activity whatsoever, including fraud or terrorism, or to promote any unlawful act, or in any way which:

• Causes or is intended to cause annoyance, inconvenience, or needless anxiety;
• Is abusive, harmful, threatening, or defamatory, or may otherwise cause offence (including uploading any material that contains a virus or other malicious code);
• Does or could potentially breach a legal duty to anyone else (including a duty of confidentiality) or infringe a person’s right to privacy;
• Promotes discrimination or is likely to incite hatred; or
• May infringe the intellectual property rights (e.g., copyright, trademarks, service marks, patents, database rights, know-how, design rights, domain names, know-how, and rights in software (registered or not)) or any other rights of anyone (including ours).

You must also not:

• Distribute, license, sell, rent, lease, or otherwise deal in or encumber (like a guarantee, mortgage, or security interest, for example) the API.
• Modify, add to, or otherwise enhance the API;
• Copy or decompile the API and shall not observe, study, or test the functioning of the API (or any part of it), but only so far as the same cannot be restricted by law;
• Use the API in any manner that could damage, disable, overburden, or impair our servers or network; or
• Infringe or copy our code or content or the design of the API and any of our other intellectual property rights.

Intellectual Property Rights

All intellectual property rights in and to the API and API Data are ours and remain ours (or our licensors’).

If you acquire any intellectual property rights (e.g., copyright, trademarks, service marks, patents, database rights, know-how, design rights, domain names, know-how, and rights in software (registered or not)) in the API or any API Data, you agree that any such existing and future intellectual property rights shall automatically transfer to us with full title guarantee. To the extent any such transfer does not happen automatically, you agree to hold such intellectual property rights on trust for us until such time as they transfer, and you shall sign all documentation and do such things as we think necessary to transfer those rights.

You accept and understand that the API and API Data contain confidential and proprietary information, and you shall not conceal, modify, remove, destroy, or alter in any way any of our proprietary markings on or in the API, API Data, or any related materials and documentation.

Data Protection

We will process any personal data collected in connection with your access to the API in accordance with our privacy notice, a copy of which can be found at https://gridserve.com/legal-area/#gridserve-privacy-notice.

API Licensor’s Rights

We have the right at any time to access and monitor your use of the API to ensure you are complying with this API Fair User Policy. We reserve the right to set and enforce limits on the number of API calls that you can make. If you exceed these limits, we may restrict your access, require you to pay for increased usage, or terminate your access to the API. The default API call limit is 1 request per 30 seconds per API key. We may change these limits or introduce new limits from time to time at our sole discretion.

Our Marks

All trademarks, logos, and service marks (“Marks“) which appear on the API are our registered and unregistered Marks or are licensed for use by us by the owners of those Marks. Other Marks are proprietary marks and are registered to their respective owners.

Nothing contained on the API should be construed as granting any licence or right to use any Marks displayed on the API without our written permission. Misuse of any Mark displayed on the API, except as provided herein, is strictly prohibited.

Confidentiality

You shall give us notice of any unauthorized misuse, disclosure, theft, or loss of our Confidential Information immediately upon becoming aware of this.

Promises and Disclaimers

To the maximum extent permitted by applicable law, you accept that the API is provided on an ‘AS IS’ basis and that:

• The API may not be free of bugs or errors, and the existence of bugs or errors shall not constitute a breach of this API Fair Use Policy;
• You remain responsible for your own hardware, content, and any other data uploaded through the API;
• We accept no responsibility for any liability that arises in connection with anyone else unlawfully obtaining access to your API account in order to abuse the nature and intent of the API; and
• We accept no responsibility for any liability that arises in connection with the theft of your username or password by unauthorized third parties.

We do not promise that the API shall be uninterrupted or error-free or compatible with third-party software or equipment.

We shall not be liable, nor be required to fix, any problem arising from:

• Any modification made to any part of the API by anyone other than us without our express prior written consent; or
• Any defect or error wholly caused by any equipment or third-party software used in connection with the API.

Subject to what it specifically says in this API Fair Use Policy and to the maximum extent permitted by applicable law, we:

• Make no other promises and do not agree to any other terms and conditions (express, implied, or statutory) in relation to the API or the API Data or about results to be obtained from using the API or the API Data; and
• Shall not be liable for any loss or damage arising out of any virus or other malicious code.

Liability

Given that we are allowing you free access to the API, we exclude and/or limit our liability to the maximum possible extent that we are permitted to under applicable law.

We shall not be liable to you for any loss of revenue, loss of profits, business, contracts, anticipated savings, goodwill, any wasted expenditure, or any loss or corruption of data (regardless of whether any of these are direct, indirect, or consequential), or any indirect or consequential loss or damage whatsoever, arising under or in connection with this API Fair Use Policy, even if we were aware of the possibility that such loss or damage might be incurred by you.

Except that we do not exclude or limit any liability to the extent the same cannot be excluded or limited by law (such as fraud, fraudulent misrepresentation, or personal injury resulting from our or our employees’ negligence).

Other than as expressly stated, the limitations and exclusions of liability above apply to all losses, damages, liabilities, and claims howsoever arising, including in negligence or otherwise.

Updates to the API

We may make changes to the API at any time and for any reason. If any change we make is not acceptable to you, stop using the API. Your continued use of the API means that you accept the change to the API.

Termination

If you breach this API Fair Use Policy, we reserve the right to immediately terminate or restrict your access to the API and the API Data.

Otherwise, the licences granted by us under this API Fair Use Policy will continue until we terminate your use, or you notify us that you no longer want access to the API.

Your obligations relating to the API, API Data, data protection, security, and confidentiality, and the indemnities and licences granted by you, and the limitations and exclusions of liability set out in this API Fair Use Policy will continue even after any licences (and/or this API Fair Use Policy) have otherwise ended for any reason.

Other

Nothing in this API Fair Use Policy shall (except as expressly provided) be deemed to constitute a partnership or create a relationship of principal and agent between you and us for any purpose.

Governing Law and Jurisdiction

This API Fair Use Policy and any dispute or claim arising out of, or in connection with, this API Fair Use Policy, the subject matter, or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with, the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

GRIDSERVE customer survey prize draw 2025

1. The Promoter

The promoter is GRIDSERVE UK OMM Limited of Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN (“GRIDSERVE”).

2. The Prize Draw

2.1. The title of the Prize Draw is “GRIDSERVE customer survey prize draw 2025” (“Prize Draw”).

2.2. All Prize Draw participants will be entered into a prize draw.

2.3. The prize will be one of four £100 Amazon vouchers (“Prize“).

3. How to Enter

3.1. To enter the Prize Draw and be considered a valid entry, you must complete and submit your response to the customer survey which you were invited to complete by GRIDSERVE following either (i) registration to receive marketing emails on the GRIDSERVE website or (ii) registration on the GRIDSERVE mobile app.

3.2. The Prize Draw opens for entries on 27 May 2025. Your entry (e.g. completion and submission of survey) must be submitted 26 August 2025 (“Closing Date”).

3.3. Your Prize Draw entry must be submitted by no later than 23:59 GMT on the Closing Date.

3.4. By submitting a Prize Draw entry, you are agreeing to be bound by these terms and conditions. For the avoidance of doubt, when a Prize Draw entry is submitted via the GRIDSERVE mobile app these promotional terms shall apply in addition to the GRIDSERVE App terms and conditions (https://www.gridserve.com/legal-area/#mobile-app-terms-and-conditions).

4. Eligibility

4.1. The Prize Draw is open to all UK residents aged 18 years and over, except:

4.1.1. employees of GRIDSERVE or its holding or subsidiary companies;

4.1.2. employees of agents or suppliers of GRIDSERVE or its holding or subsidiary companies, who are professionally connected with the giveaway or its administration; or

4.1.3. members of the immediate families or households 4.1.1 and 4.1.2.

4.2. In entering the Prize Draw, you confirm that you are eligible to do so and eligible to claim the Prize. GRIDSERVE may require you to provide proof that you are eligible to enter the Prize Draw.

4.3. There is a limit of one Prize Draw entry per person.

5. The Prize

5.1. As stated in clause 2.3, the Prize for the Prize Draw will comprise prize of one of four £100 Amazon vouchers.

5.2. There are no cash alternatives available and GRIDSERVE reserves the right to replace the Prize with an alternative Prize of equal or higher value if circumstances beyond GRIDSERVE’s control makes it necessary to do so.

5.3. Any costs incurred by the winner which are incidental to the fulfilment of the Prize are the responsibility of the winner.

6. The Winner

6.1. The four winners will be chosen by a random draw performed by a computer process the day after the Closing Date.

6.2. The winners will be contacted directly using the email address provided to GRIDSERVE (“Notification”).

6.3. GRIDSERVE may request that the winners participate in marketing and promotional materials for the Prize Draw. Should a winner object to any of their personal data being used in such a way they should contact GRIDSERVE at 0800 240 4242.

7. Claiming the Prize

7.1. The winners will have 24 hours from the date of the Notification described in clause 6.2 to acknowledge that they have won a Prize (“Acknowledgment”). The Acknowledgment can be made by way of responding to the Notification email confirming receipt of a Prize or by confirming over a telephone call.

7.2. Upon verification that a winner has fulfilled the eligibility criteria at clause 4, GRIDSERVE will send a winner their Prize via email.

7.3. GRIDSERVE will make all reasonable efforts to contact the winners. Should a winner not claim their Prize within the 24 hour time period from when GRIDSERVE attempts to contact such winner for the first time, GRIDSERVE reserves the right to forfeit the Prize and select a new winner in accordance with the process described in clause 6.1.

7.4. GRIDSERVE does not accept any responsibility if a winner is not able to take up the Prize.

8. Liability

8.1. Insofar as is permitted by law, GRIDSERVE will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of accepting the Prize except where it is caused by the negligence of GRIDSERVE, its agents, its distributors or that of their employees. Any statutory rights that you may have will not be affected.

9. Data Protection and Publicity

9.1. GRIDSERVE will only process your personal information as set out in the privacy notice at gridserve.com/legal-area/#gridserve-privacy-notice.

10. General

10.1. If there is any reason to believe that there has been a breach of these terms and conditions, GRIDSERVE may, at its sole discretion, reserve the right to exclude a person from participating in the Prize Draw.

10.2. GRIDSERVE reserves the right to hold void, suspend, cancel or amend the Prize Draw where it becomes necessary to do so.

10.3. GRIDSERVE does not accept any responsibility or liability if a winner is not able to use the Prize for any reason.

10.4. These terms and conditions are governed by English law. If any participants to this promotion wish to take court proceedings, then they must do this within the courts of England and Wales.

11. Contact Details

11.1 Winners can contact customer services on 0800 240 4242 between 07:00-21:00 (Operational Hours).

GRIDSERVE Electric Forecourt® Half Price Costa Coffee Vouchers

1. The Promoter

The promoter is: GRIDSERVE EMEA DEPC Ltd, Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN (GRIDSERVE).

2. The Promotion

2.1. The title of the promotion is “50% off barista-made drinks at Costa Coffee” (the Promotion).

2.2. The Promotion is available at GRIDSERVE’s Braintree Electric Forecourt®, Norwich Electric Forecourt®, London Gatwick Electric Forecourt® and Stevenage Electric Forecourt® (the Forecourts).

2.3. The Promotion consists of a 50% discount (or, if applicable, rounded up to the next round penny) (the Discount) available to customers who purchase a barista made drink at Costa Coffee franchise at the Forecourt using a valid discount voucher (the Voucher) (the Purchase).

2.4. Please note the Promotion only applies to barista made drinks ordered at Costa Coffee franchise at the Forecourt (the Barista-Made Drinks), and excludes all food and non-food items including, but not limited to, sweet and savoury baked goods, bottled water, soft drinks and chewing gum (the Excluded Items).

2.5 The Promotion is not open employees of GRIDSERVE, their families, agents, or any third party directly associated with administration of the Promotion.

2.6 Each Voucher may be used only once and must be presented at the time of purchase. GRIDSERVE staff will either mark or take the used Voucher at the time the Purchase is made.

3. General Terms

3.1. The Promotion will run from 00:00 GMT on the “Valid from” date printed on a valid Voucher (the Opening Date) to 23:59 GMT on the “Valid to” date printed on the same Voucher (the Closing Date). The Discount will only be applied to Purchases of Barista-Made Drinks made during this period (the Promotion Period).

3.2. The Purchase must be placed within the Promotion Period using a valid Voucher. All purchases placed before the Opening Date, or after the Closing Date will not be eligible for the Promotion.

3.3. No cash alternative is available. The Discount is non-transferable, non-exchangeable, and non-refundable.

3.4. Barista-Made Drinks are subject to availability.

3.5 GRIDSERVE accepts no responsibility for lost, stolen, or damaged Vouchers, and reserves the right to refuse the Discount if the Voucher has been tampered with or is invalid.

4. Data protection and publicity

4.1. GRIDSERVE will only process your personal information as set out in the Privacy Notice.

5. General

5.1. By making a Purchase during the Promotion Period, you are agreeing to be bound by these terms and conditions. GRIDSERVE reserves the right to refuse to apply the Discount if there has been a breach of these terms and conditions.

5.2. GRIDSERVE reserves the right to withhold, void, suspend, cancel, or amend the Promotion where it becomes necessary to do so, including for legal, regulatory, or security reasons.

5.3. To the extent permitted by law, GRIDSERVE accepts no responsibility for any damage, loss, liabilities, injury, or disappointment incurred or suffered as a result of entering the Promotion.

5.4 These terms and conditions shall be governed by English law, and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.