Business Users (United Kingdom)
Effective Date: 5 April 2026
Version: Draft v1.2
These terms govern use of the PSOS app, website and associated platform services.
1 Definitions and Acronyms
1.1 Defined Terms
In this pack, unless the context requires otherwise:
- Admin Portal means PSOS internal administrative interface used by authorised PSOS personnel.
- Callout means an emergency service request raised in the platform by a Site Manager.
- Callout Request means the dispatch request sent to a selected Responder before acceptance.
- Consumer means a person who purchases goods and services for personal use.
- Customer means an organisation that owns, operates, leases or manages one or more Sites containing HV assets.
- Dynamic Rate Charging means calculation of charges by the applicable rate band in force at each charging interval, including where a callout crosses rate periods.
- Equipment means a unique equipment record used in the platform data model and associated with one or more substations.
- Independent Responder means a self-employed Responder not acting as an employee or contractor of a Partner for the relevant callout.
- Management Portal means the web or app interface used by authorised account managers of Customers and Partners.
- Membership means paid access to platform functionality, separate from variable callout and materials charges.
- Partner means a company that employs or engages Responders and is onboarded to PSOS.
- Platform means the PSOS mobile app, management portal, APIs and related systems.
- Pre-authorisation Hold means a temporary payment hold placed at callout creation based on estimated callout value.
- Responder means a suitably qualified high-voltage engineer (including SAP, AP, AE, CE or equivalent) available for dispatch through the platform.
- Site means a physical location belonging to a Customer containing one or more substations and other relevant assets.
- Site Manager means a Customer-authorised individual able to create and manage callouts.
- Supplier means a party supplying goods, parts, consumables or related support services connected with callout delivery.
- Substation means a physical structure housing high-voltage equipment, including transformers, switches and associated components.
- Third-Party Provider means an external provider used to support functions such as payment, maps, notifications, analytics, real-time and identity validation.
1.2 Acronyms
- AE: Authorising Engineer Role/competence category.
- AP: Authorised Person Role/competence category.
- CE: Commissioning Engineer Role/competence category.
- CIS: Construction Industry Scheme Tax and withholding regime where applicable.
- DIN: Dangerous Incident Notice Operational incident notification category.
- GDPR: UK General Data Protection Regulation Read with Data Protection Act 2018.
- HV: High Voltage Industrial power infrastructure context.
- H&S: Health & Safety Health & Safety Act 1974.
- KYC: Know Your Customer Identity and verification processes.
- SAP: Senior Authorised Person Role/competence category.
- SLA: Service Level Agreement Performance and quality commitments.
- SOP: Suspension of Operational Process Operational process/safety notification category.
1.3 Interpretation
References to legislation include amendments and replacement legislation in force from time to time; Words in the singular include the plural and vice versa. Headings are for convenience and do not affect interpretation. References to “including” or “includes” mean “including without limitation”.
2 Platform Terms of Use
2.1 Parties and Acceptance
2.1.2 These Platform Terms apply to all users of the Platform.
2.1.2 By creating an account, logging in, or otherwise using the Platform, the relevant user and their organisation accept these Platform Terms.
2.2 Business Use Only
2.2.1 The Platform is provided for business and professional use in the high-voltage infrastructure context.
2.2.2 These terms and conditions do not apply to Consumers.
2.3 Facilitator Status
2.3.1 PSOS provides software, data and coordination tools.
2.3.2 PSOS acts as a marketplace facilitator and is not a contracting party to field engineering services delivered in response to a callout.
2.4 Priority and Role-Specific Terms
Where role-specific terms apply (for example Customer Terms, Partner Terms, Responder Terms, or Supplier Terms), those terms apply in addition to these Platform Terms and prevail to the full extent of any conflict.
2.5 User Roles
2.5.1 The Platform supports multiple roles, including Customer account users, Site Managers, Partner account users, Responders, Suppliers and PSOS administrators.
2.5.2 Access permissions are role-based and may be changed for security or operational reasons.
2.6 Account Integrity and Identity Information
2.6.1 Each user must:
2.6.1.1 provide accurate registration and profile information
2.6.1.2 keep and maintain all data current, including identity data, qualifications and company information;
2.6.1.3 maintain login credential confidentiality; and
2.6.1.4 notify PSOS promptly of suspected unauthorised access.
2.6.2 Responders must keep and maintain a recent and identifiable profile photograph for site security and identity verification.
2.7 Data and Content Uploaded to Platform
Where a user uploads logos, photographs, videos, documents or other materials, the user grants PSOS a non-exclusive, worldwide, royalty-free licence to host, process, copy, adapt, publish within the Platform ecosystem, and to otherwise use that material for operation, security, compliance, support, service development and legitimate promotion of the Platform.
2.8 User Warranties for Uploaded Content
2.8.1 Each user represents and warrants that:
2.8.1.1 it has all rights, permissions and lawful basis required to upload and share any content and personal data it provides through the Platform;
2.8.1.2 the content does not infringe intellectual property rights, confidentiality obligations, or privacy/data protection rights of any third party; and
2.8.1.3 content provided is not misleading and is provided in good faith for lawful operational use.
2.8.2 To the fullest extent permitted by law, the uploading party indemnifies PSOS against claims, losses, liabilities and costs arising out of breach of the above warranties.
2.9 Acceptable Use
2.9.1 Users must at all times comply with the terms of use set out in the PSOS App and Website Terms of Acceptable Use.
2.9.2 Users must not at any time:
2.9.2.1 misuse, disrupt, reverse engineer or attempt to compromise the Platform;
2.9.2.2 upload malicious code or unlawful material;
2.9.2.3 use platform information for unauthorised solicitation or competing services;
2.9.2.4 copy, download, screenshot or redistribute Customer site and asset information outside callout performance requirements;
2.9.2.5 impersonate any person or entity;
2.9.2.6 use Platform data in breach of confidentiality, data protection law, sanctions or export controls.
2.10 Operational Communications and Chat
2.10.1 The chat function between Site Managers and Responders is enabled only during an active callout.
2.10.2 After a callout becomes inactive, chat is read-only.
2.10.3 Chat records may be downloadable and erasable where supported by in-app functionality.
2.11 Location and Real-time Data
To support dispatch, safety and cost transparency:
2.11.1 Responder location may be processed while the Responder is online or on active dispatch;
2.11.2 real-time updates (for example, journey status and accumulating charges) may be shared with Customer users connected to the callout;
2.11.3 location processing is subject to these terms, the Privacy Notice and relevant operating system permissions.
2.12 Ratings, Review and Dispatch Priority
2.12.1 PSOS may collect and use ratings and review data to support ranking, quality and trust controls.
2.12.1.1 Customer-facing Responder ratings are on a 0 to 5 star basis.
2.12.1.2 Customer reviews of Responders may influence priority and recommendation order.
2.12.2 At the sole discretion of PSOS, repeated low ratings and reliability concerns (including repeated acceptance followed by cancellation) may lead to strike allocation and reduced dispatch priority.
2.12.3 Customer ratings by Responders are for internal trust and safety use unless otherwise stated.
2.12.4 Supplier performance may be rated by Responders.
2.13 Third-Party Services
2.13.1 PSOS uses Third-Party Providers for infrastructure and service delivery (including payment processing, maps/navigation, push notifications, analytics, chat, real-time services and identity or qualification verification). Such integrations may change over time.
2.13.2 Use of such services may also be subject to the relevant third-party terms.
2.14 No Guarantee of Availability or Restoration
2.14.1 To the fullest extent permitted by law, the Platform is provided on an “as available” basis.
2.14.2 PSOS does not warrant uninterrupted or error-free availability.
2.14.3 Platform use and callout facilitation do not guarantee that electrical supply will be restored or that temporary repairs will provide long-term performance.
2.15 Decision Support and No Reliance
2.15.1 The Platform may present estimates, alerts, recommendations, ranking results, routing/ETA information, cost projections or other decision-support outputs. These are provided for operational convenience only and may be incomplete, inaccurate, delayed or incorrect.
2.15.2 Users must not rely solely on any Platform output for safety-critical decisions and must apply their own professional judgement, site rules and safety governance at all times.
2.16 Safety and Emergency Authorities
2.16.1 Customers remain responsible for contacting and coordinating statutory emergency services (police, fire, ambulance or equivalent) where required.
2.16.2 Platform use does not replace statutory reporting or emergency procedures.
2.17 Intellectual Property
2.17.1 All intellectual property rights in the Platform and related innovations, software, workflows, algorithms and know-how remain vested in PSOS or its licensors.
2.17.2 Except for the limited rights expressly granted, no rights are transferred.
2.18 Confidentiality
2.18.1 Each user agrees to keep confidential all non-public business, technical, operational and safety information accessed through the Platform.
2.18.2 Disclosure is permitted only where required for lawful callout performance, legal obligation, or with prior written consent.
2.19 Suspension and Termination
2.19.1 Where necessary PSOS may at its sole discretion suspend or terminate accounts immediately and, without giving prior notice for security, legal compliance, fraud prevention, qualification expiry, material breach, repeated reliability failures or safety risks.
2.19.2 Suspension may be partial (feature-limited) or full.
2.20 Adverse Weather and Force Majeure
Response capacity or certain work activities may be limited, delayed or suspended without prior notice where weather or other events create safety or operational impracticability.
2.21 Changes to Terms and Platform Ownership
2.21.1 PSOS may amend these terms from time to time and will, where practicable, provide reasonable notice via in-app notification, email or portal notice.
2.21.2 If ownership or control of PSOS changes, relevant data and contracts may be transferred as part of that transaction, with notice to affected parties.
2.22 Notices
2.22.1 Legal notices to PSOS should be sent to the legal notices email address set out in Section 3.6. PSOS may send notices to users via email, in-app notification, portal notice, or other electronic means linked to the account.
2.22.2 Unless mandatory law provides otherwise, an email notice is deemed received at 09:00 on the next business day after sending.
2.23 Assignment
2.23.1 PSOS may assign, novate or otherwise transfer its rights and obligations under these terms to an affiliate or successor (including on a change of ownership).
2.23.2 Users may not assign, novate or otherwise transfer their rights or obligations without first obtaining PSOS’s prior written consent.
2.24 Third Party Rights
Except as expressly stated, a person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.
2.25 Entire Agreement and No Reliance
2.25.1 These terms (together with applicable role-specific terms and any signed bespoke agreement) constitute the entire agreement between the parties relating to use of the Platform and supersede and negate any and all prior discussions and representations.
2.25.2 Each party agrees it has not relied on any statement, representation or warranty not expressly set out in these terms, except for liability that cannot lawfully be excluded.
2.26 Severability
2.26.1 If any provision (or part of a provision) is found invalid, illegal or unenforceable, it shall immediately be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.
2.26.2 If modification is not possible, the relevant provision (or part) is deemed deleted.
2.26.3 The remainder remains in force.
2.27 Waiver
2.27.1 Any failure or delay by PSOS to exercise a right or remedy does not waive PSOS from later relying on that right or remedy.
2.27.2 Any waiver must be in writing and will be limited to the circumstances for which it is given.
2.28 No Partnership or Agency
Nothing in these terms creates a partnership, joint venture, agency or fiduciary relationship between PSOS and any user, Partner, Responder, Supplier or Customer.
2.29 Time Limits for Claims
2.29.1 To the fullest extent permitted by law, a party must notify PSOS in writing of any claim relating to the Platform within 30 days of becoming aware of the circumstances giving rise to the claim.
2.29.2 Any legal proceedings against PSOS relating to the Platform must be commenced within 12 months of the date the cause of action arose.
2.29.3 This subsection does not apply to liability which cannot lawfully be limited or excluded.
2.30 Liability Baseline
2.30.1 Nothing in these terms excludes or limits liability where unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
2.30.2 Subject to the above and any more onerous term(s) in signed bespoke agreement:
2.30.2.1 PSOS excludes liability for any indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of contracts, loss of goodwill, loss of opportunity and/or loss of anticipated savings;
2.30.2.2 PSOS is not liable for any loss arising from acts or omissions of Customers, Partners, Responders, Suppliers, network operators, utilities, emergency services, payment rails, telecoms providers, cloud providers, or other Third-Party Providers;
2.30.2.3 PSOS is not liable for interruption caused by cyberattack, force majeure events, internet outages, device failures, mapping or location inaccuracies, or third-party service degradation;
2.30.2.4 PSOS's total aggregate liability in any 12-month period is limited to the lesser of (a) GBP 5,000 and (b) total fees actually paid by the relevant organisation to PSOS in that period; and
2.30.2.5 parties acknowledge that services are operationally time-critical and risk-managed, but not risk-eliminating.
2.31 Governing Law and Jurisdiction
These Platform Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, except that PSOS may seek interim or injunctive relief in any competent jurisdiction.
3 Charges, Cancellation and Operational Policies
3.1 Role Data Sets (Non-Exhaustive)
PSOS and callout participants typically process the following categories of business and personal data (non-exhaustive and subject to role permissions):
3.1.1 Customer organisation: company name, VAT number, company registration number, CIS information (where applicable), billing and bank details, site addresses, contacts, asset and maintenance records, relevant SOP/DIN information.
3.1.2 Partner organisation: registered address, legal entity details, VAT and company registration details, operational contacts, bank details, branding assets, director details, insurance information, memberships and H&S contact details.
3.1.3 Responder: residential address, contact details, date of birth, role type, qualifications, training records, memberships, identity document metadata, nationality, security clearance status, emergency contact and bank details for Independent Responders.
3.1.4 Supplier: legal and trading identity data, contact and fulfilment data, billing records, compliance documentation and credit-risk information.
3.2 Charging Time Bands and Rounding
3.2.1 Standard rate period: Monday to Friday, 08:00 to 16:30.
3.2.2 Overtime 1 period: Monday to Friday, 16:31 to 08:00, and all day Saturday.
3.2.3 Overtime 2 period: Sunday and applicable bank holidays; additional callout fees may be applied at the sole discretion of PSOS.
3.2.4 Travel and on-site time are rounded up to 15-minute units.
3.2.5 Dynamic Rate Charging applies where a callout spans multiple time bands.
3.2.6 Travel cost may be constrained by an estimated upper boundary with margin control to reduce misuse risk.
3.3 Cancellation and Abortive Charges
3.3.1 Customer cancellation within 30 minutes: no cancellation charge.
3.3.2 Customer cancellation after 30 minutes: Customer pays (a) total amount accrued up to cancellation time, plus (b) an additional two hours at the applicable current Dynamic Rate Charging band at the cancellation timestamp.
3.3.3 Responder cancellation within 15 minutes of acceptance: no responder payment for that cancelled callout; no customer callout or travel charge by default unless abuse or fraud is detected.
3.3.4 Repeated responder 'accept-then-cancel': strikes and reduced priority; repeated behaviour may lead to suspension or deactivation.
3.3.5 Abortive callout due to access failure: full or partial callout charge may apply to Customer where attendance evidence exists.
3.3.6 PSOS administrative cancellation: PSOS may, at its sole discretion, cancel services at any time for safety, legal, fraud, sanctions, technical integrity or operational reasons.
3.3.6 No liability is accepted by PSOS for any direct or indirect loss, delay loss, replacement-provider cost or missed restoration targets.
3.3.6 Where chargeable work has accrued before cancellation, those accrued sums may, at the sole discretion of PSOS, remain payable.
3.4 Third-Party Providers
3.4.1 PSOS may for the following reasons use, replace, add or remove Third-Party Providers without amending the core terms at its sole discretion, provided materially equivalent safeguards are maintained where legally required.
3.4.1.1 Payment processing and payout rails: membership charges, pre-authorisation holds, captures, payouts, reconciliations and refunds.
3.4.1.2 Maps, routing and location intelligence: routing, ETA estimation, travel-cost estimation support and location-aware dispatch.
3.4.1.3 Push-notification infrastructure: operational alerts and dispatch notifications.
3.4.1.4 Real-time messaging and data transport: in-callout messaging and real-time operational updates.
3.4.1.5 Identity, authentication and access control: login/authentication workflows, account protection and session controls.
3.4.1.6 Analytics and telemetry tooling: service usage analysis, reliability analysis and product improvement metrics.
3.4.1.7 Industry/qualification verification channels: competency and trust/safety verification workflows.
3.5 Liability and Insurance Allocation
3.5.1 Partner-affiliated work and fitted parts: liability primarily with the Partner.
3.5.2 Independent Responder work: liability primarily with that Independent Responder, subject to applicable insurance.
3.5.3 PSOS platform operations: liability subject to Platform Terms and role-specific caps/exclusions.
3.5.4 PSOS aggregate liability cap (where applicable under each role document): lesser of GBP 5,000 and fees paid to PSOS by the claiming party in the preceding 12 months.
3.5.5 Nothing excludes non-excludable liability under law.
3.6 Contact Details and Notices
- PSOS legal entity name and registered number: POWER SOS LTD (Company Number 15724918)
- legal status: Private limited company
- registered office address: Unit 2a Oldfields Court Galveston Grove, Fenton, Stoke-On-Trent, Staffordshire, England, ST4 3PE
- legal notices email: info@powersos.co.uk
- privacy requests email: info@powersos.co.uk
- general support and escalation email: info@powersos.co.uk
3.7 Open Commercial Variables
The following values may be completed in a signed commercial schedule before go-live:
- membership fee tiers and annual uplift formula;
- evidence standards for dispute investigation;
- any bespoke service-level credits (if agreed).
