- Interpretation
- Services
- Customer responsibility
- Payment and price
- Service interruption
- Available Power
- Intellectual property rights
- Data protection
- Limitation of liability
- 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