1. Application & Identification

These General Terms of Use ("Terms") govern all sales, hardware deliveries, electrical installations, Charge Point Operator (CPO) management services, e-Mobility Service Provider (eMSP) mobility services, and cloud platform/mobile application usage provided by The Charge Grid, commercially operated by the private limited company C&H EUROPE BV, registered in the Belgian Crossroads Bank for Enterprises (KBO/BCE) under company number 0729.731.988, with its registered office located at Spoorwegstraat 51, 2600 Antwerp, Belgium (VAT: BE 0729.731.988).

These Terms apply exclusively to all contracts, quotations, orders, and digital platform access. Any general or special terms and conditions of the Customer are expressly excluded, unless specifically agreed to in writing in advance by an authorized representative of C&H Europe BV.

If an individual enters into an agreement on behalf of a legal entity (such as a commercial enterprise, municipal authority, or governmental agency), the term "Customer" or "End-User" refers to that legal entity, and the signatory confirms having full legal authorization to bind said entity.

2. Home Visit, Site Survey & Technical Quotation

Following your initial request or online configuration, The Charge Grid will contact you to evaluate site feasibility. Where required, we will arrange an on-site or digital technical inspection to assess your existing electrical installation, available grid capacity, grounding resistance, and physical cable routing.

Based on this survey, we prepare a detailed quotation specifying:

• Technical specifications of the EV charging station(s), mounting accessories, and dynamic load balancing equipment;
• Scope of civil, electrical, and cabling installation works;
• Subscription services selected (CPO charge management, eMSP charge card, split-billing modules);
• Total price, itemized with applicable statutory VAT;
• Estimated timeline and prerequisite conditions for installation.

Quotations remain valid for thirty (30) calendar days from issuance. Technical specifications and delivery schedules are subject to minor adjustments where necessitated by practical site conditions or safety improvements.

3. Entering into an Agreement & Price Guarantee

The agreement between you and The Charge Grid is finalized when you confirm acceptance of the quotation in writing (including digital electronic signature) and acknowledge these Terms. Once accepted, prices remain fixed, unless installation cannot proceed within four (4) months due to circumstances attributable to the Customer (such as site unreadiness, missing permits, or delayed responses), in which case price revisions reflecting material, labor, or regulatory tariff changes may apply.

4. Delivery, Installation & Electrical Compliance

4.1 Delivery & Access

Upon quotation acceptance, an installation appointment will be scheduled. The Customer or an authorized adult representative must be present throughout the installation to designate exact mounting locations, approve cable pathways, and provide electrical board access. The Customer must inspect all hardware upon delivery and notify the technician or carrier of any visible defect immediately.

4.2 AREI Electrical Code Compliance & Earthing Requirements

In the event of an installation, the Customer is solely and at all times responsible for ensuring that the underlying electrical installation, and in particular the building's earthing/grounding system, is fully compliant with the statutory standards of the Belgian General Regulations on Electrical Installations (AREI / RGIE) and the Royal Decree of 8 September 2019. Specifically, the earthing dispersion resistance must not exceed 30 Ohms (≤ 30 Ω) and must be properly connected to the main earthing terminal. If upon arrival or during installation it appears that earthing does not meet AREI standards, is missing, or shows defects, The Charge Grid reserves the right to suspend installation or commissioning for safety reasons. Remedial works, repairs, or installing earth electrodes on the existing installation are not included in the standard price unless expressly itemized in the quotation. All costs for rectifying non-compliant earthing, reinspection fees, or delays resulting from defective earthing are exclusively borne by the Customer.

4.3 Responsibility for Wi-Fi and Cellular Mobile Signal Strength (Chargers, Inverters & Installed Devices)

Where the proper operation, data communication, smart charging, over-the-air firmware updates, or cloud monitoring of installed chargers, inverters, battery storage systems, or other installed equipment depends on wireless connectivity via Wi-Fi or cellular mobile networks (such as 4G, 5G, or LTE-M), the signal strength, stability, and ongoing availability of such signal at the exact installation location is strictly the responsibility of the Customer. The Customer must verify and ensure adequate, interference-free, and stable signal coverage at the designated mounting location. The Charge Grid is in no event liable for network disconnections, offline status, communication latency, or impaired functionality of chargers, inverters, or installed equipment caused by inadequate, intermittent, or absent Wi-Fi or mobile signal strength, nor for local network security policies, firewalls, or internet service provider outages. Any required Wi-Fi repeaters, boosters, or wired network points must be arranged and paid for by the Customer.

4.4 Permits & Permissions

The Customer is solely responsible for obtaining any necessary landlord permissions, co-ownership association (VME / ACP) approvals, or municipal urban planning permits required for charger installation and exterior cabling.

4.5 Transfer of Risk

Risk of damage, loss, or theft of hardware transfers to the Customer immediately upon physical delivery to the installation address.

4.6 Solar Inverters, Battery Energy Storage Systems (BESS) & Grid Operator (DSO) Homologation

Where the order includes hybrid or AC-coupled retrofit solar inverters (e.g., Solis, Deye), LiFePO4 battery energy storage systems (BESS, 19" rack cabinets, or modular battery packs), or bi-directional smart energy meters, all grid-connected equipment supplied by The Charge Grid complies with the applicable Belgian Synergrid C10/11 and C10/26 technical homologation standards. Unless expressly included in our installation scope, the Customer remains responsible for timely statutory notification and registration of solar and battery installations with the regional Distribution System Operator (DSO – Fluvius in Flanders, ORES / RESA in Wallonia, or Sibelga in Brussels). The Charge Grid is not liable for grid injection curtailment, single-phase power limits (such as the 5 kVA single-phase injection limit), local grid overvoltage trips, or transformer capacity restrictions imposed by the DSO. Battery storage systems and inverters must be installed in a dry, frost-free, adequately ventilated indoor environment maintaining mandatory manufacturer thermal and fire-safety clearances; The Charge Grid is not liable for thermal derating, condensation damage, or natural electrochemical cell aging (State of Health / cycle degradation over time).

4.7 E-Commerce Storefront (“Supply-Only” Hardware), B2B Orders & Pallet Freight Delivery

Hardware, accessories, inverters, batteries, and components purchased directly via our online Storefront (/shop) or B2B Partner Portal without an installation package (“Supply-Only”) must be installed, wired, and commissioned exclusively by a qualified, certified electrical professional in strict compliance with the AREI / RGIE electrical code and the manufacturer’s installation manual. Any installation, modification, or energization performed by an unqualified person immediately voids all product warranties and releases C&H Europe BV from any liability for fire, electrocution, equipment failure, or grid non-compliance. Shipments dispatched via parcel or pallet freight (Standard Parcel, Heavy Parcel, Mini/Half Euro-Pallet, or Full Euro-Pallet) are delivered curbside at ground level unless tail-lift unloading or specialized crane placement is explicitly contracted. The Customer must inspect all parcels and pallets upon arrival, record any visible packaging or transit damage directly on the carrier’s CMR / delivery receipt, and notify The Charge Grid in writing within forty-eight (48) hours of delivery.

5. Charge Point Operator (CPO) Platform & Services

5.1 Cloud Charge Point Management System (CPMS)

For connected charging stations, The Charge Grid provides CPO management services via our cloud platform, supporting OCPP 1.6-JSON and OCPP 2.0.1 protocols. This includes remote station monitoring, automated firmware over-the-air (FOTA) updates, remote reset/unlock commands, and smart energy optimization.

5.2 Dynamic Load Balancing (DLB) & Solar Charging

Stations equipped with smart energy modules support active Dynamic Load Balancing to protect the main electrical breaker and prioritize self-consumption of on-site photovoltaic (PV) solar generation.

5.3 Service Level Target (SLA)

The Charge Grid targets a 99.5% annual availability for its central cloud CPMS, excluding scheduled maintenance announced at least 48 hours in advance or force majeure telecommunication failures.

5.4 Roaming & Public Charging Publication (OCPI)

Where the CPO designates a charge point for public or semi-public use, The Charge Grid publishes location, real-time connector availability, and tariff data across international roaming networks via Open Charge Point Interface (OCPI 2.2) protocols, interfacing with major hubs (e.g., Hubject, Gireve, e-clearing.net). The CPO sets the base charging tariff and receives net charging session revenue settlements in accordance with the agreed settlement schedule.

6. e-Mobility Service Provider (eMSP) Mobility Services

6.1 RFID Charge Cards & Mobile App Authorization

The Charge Grid issues RFID charging tokens, cards, and mobile app digital authentication keys enabling EV drivers to initiate and terminate charging sessions across The Charge Grid network and partner roaming stations across Europe.

6.2 Pricing Transparency & Tariff Structure

Charging rates vary depending on station operator (CPO), location, and speed. Before initiating a session via The Charge Grid mobile application, drivers are presented with the applicable tariff components, which may include:

• Energy consumption rate (price per kWh);
• Session activation / starting fee;
• Time-based parking or idle fee applying after charging completion;
• Applicable roaming operator surcharges.

6.3 Split-Billing Module (Employer & Employee Reimbursement)

For corporate fleet arrangements, The Charge Grid provides an automated split-billing service. Charging consumption conducted at the employee's residential charging station is metered and invoiced directly to the employer or leasing company. The employee receives an automatic domestic electricity reimbursement calculated according to approved benchmark rates (e.g., CREG tariff guidelines) or verified energy contract tariffs.

7. The Charge Grid Application & Digital Services

7.1 SaaS License

We grant the Customer a non-exclusive, non-transferable, revocable license to access and use The Charge Grid web portal and mobile applications (iOS and Android) for managing charging stations, viewing telemetry, and processing charging sessions.

7.2 Account Security

Users are responsible for maintaining the confidentiality of their credentials and two-factor authentication tokens. You must notify us immediately of any unauthorized account access.

7.3 Telemetry & Accuracy

While we endeavor to provide real-time charger status, battery State of Charge (SoC), and navigation details, network latency or vehicle-side limitations may occasionally cause minor telemetry delays. The Charge Grid is not liable for vehicle travel decisions made solely on estimated range telemetry.

7.4 Grid Energy Management System (The Charge Grid | GEMS / GRID-EMS & GRID-EMS-SERVER) & Dynamic Tariff Disclaimers

Where the Customer utilizes The Charge Grid | GEMS (comprising the local DIN-rail GRID-EMS edge controller and the GRID-EMS-SERVER cloud platform) for automated 15-minute rolling capacity peak shaving (Capaciteitstarief), day-ahead wholesale electricity price arbitrage (e.g., EPEX Spot dynamic tariffs), negative price solar curtailment, or battery self-consumption optimization, the Customer acknowledges that all optimization algorithms operate on a best-efforts basis within the physical power and capacity limits of the installed inverter, battery storage, and EV chargers. C&H Europe BV does not provide any financial return, energy-trading profit, or bill-reduction guarantee. The Charge Grid shall in no event be liable for wholesale electricity market price volatility, negative injection charges, inaccuracies or outages in third-party day-ahead market feeds or digital meter P1/Modbus interfaces, or monthly capacity tariff peaks resulting from simultaneous building power loads exceeding available battery discharge capacity.

7.5 Online Configurators, EV Cable Size Calculator & ROI Simulations

Calculations, bill-of-materials recommendations, cable cross-section outputs, and payback/ROI projections generated by our online tools — including the Interactive Quote Configurator, Solar & Battery Configurator, EV Cable Size Calculator, and B2B Price Simulator — are provided solely as indicative engineering and economic estimates based on user-supplied parameters. They do not constitute a certified electrical engineering study or a binding site audit. Final cable cross-sections (mm²), voltage drop (ΔV) verification, circuit breaker coordination (I_B ≤ I_n ≤ I_Z), and differential protection (Type B or 6mA DC RCD) must always be verified on site by a qualified electrical installer and approved by an accredited AREI / RGIE inspection body prior to energization.

8. Remote Commissioning & Certified Electrical Inspection

Following physical installation, smart charging stations are commissioned and linked to the cloud portal. Prior to permanent energization, Belgian legislation requires an official compliance inspection by an accredited inspection body (e.g., Vinçotte, BTV, OCB, Electro-Test). The certificate of conformity is provided to the Customer. If an inspection fails due to pre-existing deficiencies in the Customer's electrical installation, re-inspection costs are at the Customer's expense.

9. Rescheduling, Cancellation & Abortive Visits

Installation appointments may be rescheduled without charge if written notice is received at least five (5) business days prior to the scheduled date. If an appointment is cancelled with shorter notice, or if our technicians encounter an abortive visit (e.g., site inaccessible, no adult representative present, preparatory works not completed), a fixed administrative and mobilization fee of €225 (excl. VAT) will be invoiced.

10. Invoicing, Payment Terms & Default

Hardware and installation invoices are issued upon completion of installation works. Invoices are payable within fifteen (15) calendar days from receipt. Subscription fees (CPO/eMSP) are billed monthly in advance or via direct debit (SEPA Core / B2B).

In the event of overdue payment:

• Commercial customers shall automatically incur statutory interest pursuant to the Belgian Act of 2 August 2002 on combating late payment in commercial transactions, plus a fixed recovery compensation of 10% (minimum €50);
• Consumers shall receive a formal notice of default with a fourteen (14) day grace period pursuant to Book XIX of the Belgian Code of Economic Law, after which statutory interest and capped administrative recovery fees apply;
• If non-payment exceeds thirty (30) calendar days, The Charge Grid reserves the right to suspend online CPO/eMSP services, block RFID tokens, or remotely disable charging station operation until full settlement.

11. Retention of Title

All delivered hardware remains the exclusive property of C&H Europe BV until the purchase price, including all fees, taxes, and interest, has been received in full. Until full ownership transfers, the Customer shall maintain adequate insurance against fire, theft, and water damage.

12. Warranty & Defects

12.1 Hardware Warranty

Charging hardware is covered by the manufacturer's warranty (typically 24 to 36 months as stated in the quotation). Warranty claims cover repair or replacement of defective parts, excluding defects caused by improper use, third-party electrical surges, lightning, vandalism, unauthorized modification, or failure to follow manufacturer operating manuals.

12.2 Installation Workmanship

Installation workmanship is warranted for twelve (12) months from installation date. Visible defects must be reported in writing within twenty-four (24) hours of installation. Latent installation defects must be notified within three (3) calendar days of discovery.

13. Limitation of Liability

To the maximum extent permitted by applicable law, the aggregate liability of The Charge Grid and C&H Europe BV for any claim arising under these Terms shall be limited to the amount paid by the Customer under the specific order or twelve (12) months of subscription fees. In no event shall The Charge Grid be liable for indirect, incidental, punitive, or consequential damages, including loss of business profit, EV downtime, or third-party vehicle damage not directly attributable to gross negligence or willful misconduct.

14. Force Majeure

Neither party shall be liable for non-performance or delay caused by events beyond reasonable control, including grid electrical failures, telecommunication cellular network outages (4G/5G/LTE-M), strikes, extreme weather disasters, or regulatory trade embargoes. If a force majeure event exceeds sixty (60) days, either party may terminate the affected contract upon written notice.

15. Intellectual Property Rights

All software, mobile applications, firmware, database architectures, trademarks, designs, and documentation pertaining to The Charge Grid remain the exclusive intellectual property of C&H Europe BV and its licensors. Reverse engineering, decompiling, or unauthorized copying is strictly prohibited.

16. Termination & Suspension

Either party may terminate the agreement immediately without judicial intervention in the event of bankruptcy, insolvency, liquidation, or material breach that remains unremedied twenty (20) days following formal written notice of default. The Charge Grid may immediately suspend accounts in cases of suspected cyberattack, fraud, or network security risk.

17. Right of Withdrawal (Consumers Only)

Consumers who enter into a distance or off-premises agreement have the statutory right to withdraw from the contract within fourteen (14) calendar days without giving any reason, in accordance with Book VI of the Belgian Code of Economic Law. The withdrawal period expires 14 days from physical delivery of goods or contract signing for services. To exercise this right, notify us in writing (email: legal@thechargegrid.com) using the statutory model withdrawal form before the deadline.

In accordance with Article VI.53 of the Belgian Code of Economic Law (WER / CDE), the statutory right of withdrawal does not apply to: (a) Business-to-Business (B2B) contracts concluded for professional or commercial purposes; (b) goods manufactured, configured, or personalized to the Customer’s specifications (such as custom-encoded or custom-printed RFID cards, custom-foiled or custom-painted charging stations, or cut-to-length electrical cables); or (c) installation and commissioning services that have been fully performed with the consumer’s prior express consent and acknowledgment that the right of withdrawal is lost once the contract is fully performed. Returned hardware must be unused, unmounted, never electrically energized, and in its original packaging; pursuant to Article VI.51 §2 WER, the consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the hardware.

18. Subcontracting & Assignment

The Charge Grid may engage qualified electrical contractors and technical partners for installation, maintenance, or inspection. The Customer may not assign its rights or obligations under these Terms without our prior written approval.

19. Data Protection & Privacy

We process personal data in strict compliance with the General Data Protection Regulation (GDPR - Regulation (EU) 2016/679) and the Belgian Data Protection Act of 30 July 2018. For comprehensive details regarding how charging telemetry, session records, and account data are processed, please review our Privacy Policy.

20. Amendments & Severability

The Charge Grid may update these Terms from time to time. Updated versions will be published on our platform. Continued use of services after twenty (20) calendar days constitutes acceptance. If any provision of these Terms is found invalid or unenforceable, all remaining provisions remain in full force and effect.

21. Applicable Law & Competent Jurisdiction

All legal relations between you and The Charge Grid are governed exclusively by Belgian law. Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the competent courts of Antwerp, Belgium (Enterprise Court of Antwerp - division Antwerp).

22. Customer Support & Complaints

For questions, technical support, or complaints, please reach out via:

• Email: support@thechargegrid.com / info@thechargegrid.com
• Phone: +32 468 19 67 88 (Business days, 08:00 – 18:00 CET)
• Emergency charging session stop: Available 24/7 directly within The Charge Grid mobile application.