Service Agreement & Easy Pay

1. Definitions of Terms Used in These Terms & Conditions:

We, Us or Our; Automated Environmental Systems Ltd, a company registered in England and Wales (company registered no. 08657294.)

You or Your; The individual or entity receiving our services and responsible for payment for those services.

Equipment; Any items such as the pump(s), control panel, high-level alarm, level control sensors/switches or pump related equipment.

Minimum Term; The agreed period starting from the date specified in your Service Plan.

Service Plan; The contract entered into between us and you, which typically includes a minimum term and that outlines the specific services we will provide to you.

Premises; The location where we will provide our services.

Services; The diagnostic, support and maintenance services for the pump related equipment, as detailed in the Service Plan.

2. These Terms and Conditions

• 2.1 – The following terms and conditions govern the provision of services by us to you.
• 2.2 – Please read these terms carefully before signing your Service Plan. These terms outline who we are, how we will deliver the services to you, how either party may amend or terminate the Service Plan, steps to take in case of any issues, and other key details. If you believe there is an error or you need clarification of these terms, please contact us.

3. Information About Us and How to Contact Us

• 3.1 – Who we are: Automated Environmental Systems Ltd, a company registered in England and Wales. Our company registration number is 08657294, and our registered office address is: Henwood House, Henwood, Ashford, Kent, TN24 8DH.
• 3.2 – How to contact us: You can contact us by telephone: 01284 658770, or by emailing us at [email protected]. Alternatively, you can send written correspondence to: Service Dept, Automated Environmental Systems Ltd, Unit B Anglian Lane, Bury St. Edmunds, Suffolk, IP32 6SR.
• 3.3 – How we may contact you: If we need to get in touch, we will use the phone number or email address you provided during our initial communication. We may also contact you via post if applicable.
• 3.4 – When we refer to “writing”, or “written” in these terms, this includes emails.

4. Initial Visit

• 4.1 – Prior to delivering the services, we may conduct an initial site visit to assess the equipment, identify any particular tools or provisions that may be needed, review access points and understand your specific needs.
• 4.2 – We will arrange a suitable date for the initial site visit that works for both parties.
• 4.3 – You must ensure that we have access to the premises on the agreed date for the initial visit. If we are unable to access the premises, you may incur charges for re-scheduling or other reasonable costs resulting from the cancellation.

5. Our Contract with You

• 5.1 – A contract between you and Automated Environmental Systems Ltd is formed when we confirm your order and the associated terms of the Service Plan. This confirmation may occur via written communication, email or phone, depending on the nature of your request.
• 5.2 – Before signing the Service Plan, we recommend that you carefully read through these terms and conditions. Should you have any questions or require further clarification, please feel free to contact us.
• 5.3 – It is advisable that you retain a copy of these terms and conditions for your personal records.
• 5.4 – If we are unable to accept your order for any reason, we will notify you in writing and no charges will be applied for the services. This may occur due to unforeseen limitations on our resources, an error in the pricing or description of the services, or other circumstances beyond our control.
• 5.5 – Upon accepting your request for a Service Plan, it will be assigned an order number. You will be informed of this number via your Service Plan, and we encourage you to refer to it when contacting us.

6. Our Services

• 6.1 – The primary objective of our services is to identify any issues and provide suitable solutions. However, there are certain circumstances where we may be unable to fully resolve the issue, including, but not limited to:
• 6.1.1 – Issues caused by a third party, such as faulty equipment requiring repair.
• 6.1.2 – Unavailability of required equipment, tools or resources (e.g. lack of access to power supply).
• 6.1.3 – Inability to obtain timely support or necessary information from third parties (e.g. equipment or software manufacturers).
• 6.2 – The following tasks are not included in our services, unless specifically stated in your Service Plan:
• 6.2.1 – Major chamber cleaning, including but not limited to the removal of significant fat build-up, human waste or limescale.
• 6.2.2 – Clearing blockages within pipework/valves caused by improper items (e.g. sanitary products, baby wipes) flushed into the system.
• 6.2.3 – Removal of macerated kitchen waste.
• 6.2.4 – Maintenance or repair of incoming and discharge pipework.
• 6.2.5 – Correction of improper installation of equipment by a third party.
• 6.2.6 – Upgrades to existing equipment.
• 6.2.7 – Removal of manhole covers obstructed by grout, paint of heavy objects or due to poor installation.

7. Your Obligations

• 7.1 – Responsibilities you agree to:
• 7.1.1 – Ensure that all information and contact details provided in the Service Plan are accurate and kept up to date. If your details change, please notify us immediately.
• 7.1.2 – Respond promptly to any communications from us.
• 7.1.3 – Provide us with information necessary for the provision of the services.
• 7.1.4 – Notify us of any cancellations or proposed changes to an arranged visit to the premises as least 48 hours in advance. Failure to provide adequate notice may result in charges for any costs incurred by us due to the cancellation or re-scheduling.

8. Your Rights to Make Changes

• 8.1 – If you wish to request any changes to the services you have ordered/requested, please contact us. We will assess whether the change is feasible and inform you of any adjustments to the pricing, timing or other aspects of the services.
• 8.2 – We will seek your confirmation before proceeding with any changes.

9. Our Rights to Make Changes

• 9.1 – We may make minor adjustments to the services, including but not limited to:
• 9.1.1 – Changes to comply with new laws and regulatory requirements.
• 9.2.2 – Technical improvements or security updates that do not impact your use of the services.
• 9.2 – We may also make more substantial changes to the services or the terms of your Service Plan, as outlined in our communications with you (whether by phone, email, brochure or website). If these changes are substantial, we will notify you, and you will have the option to terminate the Service Plan before the changes take effect.

10. Providing the Services

• 10.1 – The costs for our services will be detailed in your Service Plan.
• 10.2 – If you have opted for extra services, e.g. tanker emptying or the supply and installation of a GSM dialler, this will be shown on your Service Plan.
• 10.3 – We may increase the cost of our services if required by law or if a regulatory authority mandates a change to any aspect of our pricing, including changes in VAT.
• 10.4 – If your Service Plan does not include parts or labour outside regular service attendances, any additional visits will be charged at our standard rate.

Parts, whether part of a regular visit will be discounted according to the level of your Service Plan, as follows:

• Bronze 0%
• Silver 5%
• Gold 10%
• Platinum 15% (parts not covered by Service Plan)

Bronze, Silver, Gold and Bespoke Service Plans Only

During our service visit, if it is determined that additional parts are required to ensure the system is operating correctly, and these parts are available on the visit, these will be installed up to the value of £100.00 + VAT without prior authorisation.

If you wish to withdraw your authorisation from this, please contact our service team.

For all other works, where the parts are not available during the visit, these will be quoted separately and your approval will be required before proceeding.

Platinum Service Plans Only

During our service visit, if it is determined that additional parts are required to ensure the system is operating correctly and these are not covered under your Service Plan, and the parts are available on the visit, these will be installed up to the value of £100.00 + VAT without prior authorisation.

If you wish to withdraw your authorisation from this, please contact our service team. For all other works not covered under your Service Plan, these will be quoted separately and your approval will be required before proceeding.

• 10.5 – If your Service Plan includes additional services such as tanker emptying, this will be detailed on your Service Plan. Please note tanker emptying will be undertaken by a sub-contractor.
• 10.6 – In the event of misuse, (e.g. pump blockages or input of prohibited matter) of the equipment, you may be charged the full cost of both labour and parts required to resolve the issue.
• 10.7 – If any equipment defect results from wilful damage, negligence, malicious action or abnormal conditions, these are not covered regardless of which Service Plan you have. We reserve the right to charge for these replacements are per clause 10.4.
• 10.8 – We will continue providing services until either you terminate the contract as outlined in clause 15.1, or we terminate the contract via written notice as per clause 17.
• 10.9 – If our provision of services is delayed by an event outside our control, we will notify you as soon as possible and take reasonable steps to minimise the delay. We will not be held liable for delays caused by such events.
• 10.10 – If you do not allow us access to the premises to perform the services as scheduled (without a valid reason), we may charge you for an aborted visit fee equal to 50% of the service visit charge. If we are unable to contact you or arrange access, we may terminate the contract, and clause 17 will apply.
• 10.11 – If you do not respond to our communication within 7 days to arrange a service or address an equipment issue, we will have no liability for failure to provide services and we may terminate the contract as outlined in clause 17.
• 10.12 – If we need certain information from you to provide the services, (e.g. contact details), and you fail to provide it within a reasonable timeframe, we may either terminate the contract or charge you an additional fee for the extra work required. We will not be liable for delays in providing services if the information is not provided in time.

11. Parking at the Premises

• 11.1 – Suitable parking must be made available for our engineer’s vehicles and/or tanker vehicles.
• 11.2 – If a parking permit is required, this must be made available to our engineers/tanker operative upon arrival. We can provide the vehicle registration for the engineers/tanker operative attending in advance if required.
• 11.3 – We reserve the right to re-charge any parking penalties/fines received at cost.

12. How Long Your Contract Lasts

• 12.1 – If your Service Plan has a minimum term, you cannot cancel it during that period, except as outlined in these terms. If you cancel, you may incur an early termination fee. After the minimum term, the contract will immediately renew on the same term unless you give us notice as per clause 16.2.

13. Automatic Renewal

• 13.1 – If you do not wish to renew your Service Plan, you must give us 30 days’ notice before the end of the current minimum term. This notice must be in writing. If you do not cancel, you will be sent a new direct debit mandate to complete for the next term of your Service Plan. You then have the option to continue with the direct debit, or to pay for the Service Plan upfront.
• 13.2 – Before your renewal, we may adjust our prices to reflect increases in our costs or changes in regulatory requirements (including VAT).
• 13.3 – We will notify you of any price changes at least 60 days before the renewal date.

14. Out-of-Hours Call-Outs

• 14.1 – For services/call-outs outside normal working hours (Monday to Friday – 08:00 – 17:00, excluding bank holidays), there may be an additional charge beyond our standard rates. We will provide an estimate for these charges before proceeding with any visit.

15. Your Rights to End the Contract

• 15.1 – You can end the contract at any time. The rights to cancel will depend on the nature of the services and when you wish to end the contract:
• 15.1.1 – If we are at fault, refer to clause 16.1.
• 15.1.2 – If you simply change your mind, refer to clauses 16.2 and 16.4 (subject to a cooling off period)
• 15.1.3 – If neither of the above applies, refer to clause 16.1.
• 15.2 – Ending the contract due to our actions. If you cancel because of our actions or a material change in the services (e.g. a price error), the contract ends immediately and we will refund any services not yet provided.
• 15.3 – Exercising your right to change your mind. If you purchase services remotely (via phone, email or online), you have 14 days to cancel. However, if you requested urgent maintenance, the right to cancel may not apply.
• 15.4 – You do not have the right to change your mind for services that have already been completed.
• 15.5 – Cancellation after starting the services: If you cancel after services have commenced, you will be charged for the services up until the cancellation date.
• 15.6 – Termination without fault: If you end the contract before it’s completed and we are not at fault, you may need to pay an early termination fee. This will not exceed the remaining value of the minimum term.

16. How to End the Contract with Us

• 16.1 – To end the contract, contact us by email at: [email protected] or by post: Service Dept, Automated Environmental Systems Ltd, Unit B Anglian Lane, Bury St. Edmunds, Suffolk, IP32 6SR.
• 16.2 – If you end the contract after the 14-day cooling off period, we require one calendar months’ notice. If the contract ends early, you may incur an early termination charge.
• 16.3 – We will process your refund using the same method you used to pay. Any early termination charges will be deducted from the refund.
• 16.4 – Deductions from refunds: If you exercise your right to change your mind, we may deduct the value of the services already provided.
• 16.5 – Refunds will be processed within 14 days if you cancel under the cooling off period.

17. Our Rights to End the Contract

• 17.1 – We may terminate the contract immediately if you:

Fail to pay after 7 days’ notice.

Deny us access to the premises.

Cause a material change in the equipment or access conditions.

• 17.2 – If we end the contract, we will refund any advance payments for services not provided, but an early termination fee may apply.
• 17.3 – We will give one calendar months’ notice if we choose to end the contract.

18. If There is a Problem with the Services

• 18.1 – To report any issues with the services, contact our service team on: 01284 658770, or email: [email protected]

19. Price and Payment

• 19.1 – The price for our services is stated in your Service Plan.
• 19.2 – Any VAT changes will be reflected in the price.
• 19.3 – If we make a pricing error, we will contact you for approval before processing your order.
• 19.4 – Payment can be made by cheque, BACS, debit/credit card, or direct debit (EasyPay).
• 19.5 – Late payments may incur interest at a rate of 2% per year above the base rate.
• 19.6 – Monthly statements will be issued to all direct debit customers.
• 19.7 – Our direct debit scheme is provided by GoCardless Ltd. GoCardless Ltd (company registration number 07495895) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190, for the provision of payment services.

20. Our Responsibility for Loss or Damage

• 20.1 – Our total liability is limited to the value of the contract.
• 20.2 – We will not be responsible 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 the actions of our appointed sub-contractors or agents, is consequential or was not reasonably foreseeable to both you and us when the contract between us was formed.
• 20.3 – We are not liable for losses, electrical issues or other failures with your GSM connection (if a GSM dialler is in use).

21. Personal Use of Information

• 21.1 – We will only use your personal information as stated in our Privacy Policy. A copy of this can be found on our website.

22. Other Important Terms

• 22.1 – We may transfer our rights under this contract to another organisation. You can cancel within one calendar month if you are unhappy with the transfer.
• 22.2 – You may not transfer your rights with our written consent.
• 22.3 – Only you and us have rights under this contract.
• 22.4 – If any of the terms and conditions forming the contract between us are deemed invalid, void or unenforceable for any reason, they will be deemed severable and will not affect the validity or enforceability of the remaining terms and conditions.
• 22.5 – We reserve the right at any time to make changes to these terms and conditions and such other policies as we may notify you of from time to time. You will be subject to the policies and terms and conditions in force at the time your Service Plan is confirmed.
• 22.6 – We will not be responsible to you for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure arises from any cause beyond our reasonable control.
• 22.7 – These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Both Automated Environmental Systems Ltd and you agree to submit to the non-exclusive jurisdiction of English courts.

Last updated October 2025

Download a copy of our Service Agreement & Easy Pay Terms & Conditions