Terms and Conditions.
(Stevens Traceability Service)

STEVENS TRACEABILITY SERVICE LTD
TERMS & CONDITIONS FOR SERVICE & MAINTENANCE

Doc Number: PUR-001 -F2
Rev: 10
Date Issued: 05/05/2026

1. The following are the sole terms and conditions upon which Stevens Traceability Service Limited (“the Company”), and its subsidiaries supplies service and maintenance to the customer specified in the Particulars, (“the Customer”) unless otherwise agreed in writing by a director of the Company. These conditions replace and are to the exclusion of all previous and existing sets of terms and conditions.

Confidentiality Stevens Traceability shall treat all information between Stevens Traceability and our customers’ as confidential and safeguard it accordingly and shall not disclose any information without the prior written consent of our customers’.

2. Definitions

2.1 “The Particulars”

Means the details and particulars set out in the accompanying documents.

2.2 “The Agreement”

Means the Service and maintenance agreement between the Company and the Customer consisting only of the Particulars and these Terms and Conditions.

2.3 Words and phrases defined in the Particulars shall bear the same meaning in these conditions.

3 Term

The Agreement shall commence on the Commencement Date and shall last for a minimum term of twelve months, or the term specified in the particulars,

(i) The Agreement will be renewed on the anniversary of the commencement date upon receipt of a valid Purchase Order Number. The Customer may cancel the agreement by giving three months’ written notice prior to the end date of the contract to the Company. If no written notice to cancel has been received prior to the three-month period Steven’s Traceability reserves the right to charge the customer for three months of the contract price for not notifying the Company.

4 Payment

4.1 The Contract Price in the shall be paid within 30 days of the invoice date, on or before the Commencement Date and in the case of renewal upon the day immediately following the expiry of the preceding term, whichever is the later

4.2 The Contract price shall be fixed only for the term of which it is paid, and the Company shall be entitled at its discretion to revise prices to any proposed renewal.

4.3 All additional costs payable under the Agreement by the Customer shall be paid within the period specified on the invoice for such costs or if no time is specified then within thirty days of the date of invoice.

4.4 Divisibility Clause – This contract is divisible. Each delivery or work performed made hereunder:

(i) Shall be deemed to arise from a separate contract, and

(ii) Shall be invoiced separately and any invoice for a delivery or work performed shall be payable in full without deduction or set off in accordance with the terms of payment provided for herein without reference to and notwithstanding any defect of default in delivery of any other instalment.

5 The Company’s Service and Maintenance Obligations

The Company shall:

5.1 Provide suitably qualified service engineers to examine, test and calibrate the equipment annually or on the agreed number of occasions as specified in the particulars.

5.1.1 Platinum Cover

(i) Make emergency visits to effect repairs or remedy faults arising out of fair wear, tear and use. The Company shall use its best efforts to respond as swiftly as possible within the agreed response time but shall not be liable for any delay in making such visit.

(ii) All parts and components will be replaced and fitted free of charge save as to the following excluded parts and components.

(a) Load cell or other transducers.

(b) Thermal print heads.

(c) Ink ribbons, paper rolls or other consumable items; (d) Conveyor belts and bearings.

5.1.2 Gold Cover:

The company shall:

(i) Make emergency visits to effect repairs or remedy faults arising out of fair wear, tear and use. The Company shall use its best efforts to respond as swiftly as possible within the agreed response time but shall not be liable for any delay in making such visit.

(ii) Make charge for all parts and components as required at current rates.

5.1.3 Silver Cover:

The Company Shall:

(i) Make emergency visits to effect repairs or remedy faults arising out of fair wear, tear, and use. The Company shall use its best efforts to respond as swiftly as possible within the agreed response time but shall not be liable for any delay in making such a visit.

(ii) Make charge for all parts and components and fitting as required at current rates.

5.1.4 Bronze Cover:

The Company Shall:

(iii) Make a maximum of two emergency visits within a twelve-month period to effect faults arising out of fair wear, tear and use. The Company shall use its best efforts to respond as swiftly as possible within the agreed response time but shall not be liable for any delay in making such a visit.

(iv) Make charge for all parts and components and fittings as required at current rates.

5.1.5 Test & Calibrate:

The Company shall:

Provide suitably qualified service engineers to examine, test and calibrate the equipment annually or on the agreed number of occasions as specified in the particulars.

5.1.6 Calibration General

Calibration of any equipment will only be carried out against the agreed schedule of equipment in line with the current contract, and additional assets requiring any service/calibration/maintenance work will incur additional charges.

5.1.7 ISO/IEC 17025 Calibration Certificates

(i) If specified in the Particulars, Calibration Certificates complying with the requirements of ISO/IEC 17025 shall be issued for the ‘as found’ and ‘following adjustment’ condition, unless different arrangements have been agreed previously.

(ii) Calibrations cannot proceed if, in the opinion of the Authorized Person, adverse environmental conditions prevail which may affect the validity of certification. These may include, but not being limited by, significant air movement or heat source, vibration or inadequate weighing machine support, electrical or electromagnetic interference or other magnetic effects.

(iii) It is the customer’s responsibility to ensure that the equipment is clean and free of loose material before calibration commences, additional charges will be applied if this is not the case.

(iv) It is the customer’s responsibility to provide a secure storage area for calibration weights to acclimatize to the same temperature as the equipment. This may be overnight.

(v) Equipment should be recalibrated following significant change in environmental conditions, change in position of the equipment or any service or repairs that may invalidate the calibration. A charge will be made for this and for the re-issuing of a calibration certificate.

(vi) The issue of a Calibration Certificate does not imply that the weighing equipment complies with any formal standard. A statement of conformity on the certificate will only be supplied if requested by the customer and will use the ‘shared risk’ decision rule on the linearity error.

(vii) Calibration performed using method CUS-008 based on EURAMET CG-18 and the uncertainty of measurements relates to the maximum load applied centrally on the pan which includes repeatability of the instrument. It does not include any error found on the indication, nor for eccentric loading, and these need to be considered.

5.2 Software development or software enhancements

Any Software development work or software enhancement carried undertaken by Stevens Traceability as part of an order, trial, experimental or other means undertaken either as part of a Purchase Order or goodwill remain the sole Intellectual Property of Stevens Traceability.

5.3 Software Support Contract

(i) We have various software support options available e.g. 8:30am – 17:00pm Monday to Friday, 24/7 etc. which include Bank Holidays, but exclude Christmas Day, Boxing Day, and New Year’s Day.

(ii) Software Support is limited to Stevens Traceability application software and does not include software development, server moves, migration/laptop moves, licenses, archives/backups, server or database service or maintenance activities or software integration work, this will be quoted for on a case-by-case basis.

The following benefits apply to a Software Support Contract:
(iii) Software Support Engineers at the end of the phone.
(iv) Remote dial in via Stevens Software Support & appropriate remote software tool.
(v) Software fault diagnostics undertaken at time of software support call.
(vi) Option to upgrade the Stevens Traceability application software as part of regular releases to keep your system operating
to the latest patches and bug fixes.

Note 1: Stevens Traceability provides free upgrades to contract customers. However, we reserve the right to charge customers who are on very old software platforms where upgrading is more complex, time-consuming and which may cause compatibility issues resulting in the need for additional software support and/or service engineers’ support time. Please also be aware that as the software is enhanced there may be an impact on the hardware performance that the software is installed on too. This is due to hardware resources becoming inadequate for the demands of the updated software. There may be requirements to upgrade the hardware so that the software upgrade can take place. Where there is hardware or additional support costs, these will be advised at the time prior to carrying out the software upgrade.

Note 2: Software Support is dependent upon a customer providing remote network access to the equipment. Should this not be made available, any additional on-site support time which is required to facilitate a network connection will be chargeable at applicable rates.

Note 3 Obsolescence. Hardware and software can from time to time become obsolete or be discontinued as component availability and the knowledge to support these products diminishes. Stevens Traceability reserves the right to discontinue supporting such legacy items where support is no longer possible or viable.

5.4 Limitation of Liability and Indemnification:

The Stevens Traceability shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from the installation or upgrade of any software carried out by Stevens.

The customer agrees to indemnify, defend, and hold harmless Stevens Traceability, its officers, directors, employees, and agents, from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with the customer’s access to or use of the software or services.

5.5 Visits

All visits by the Company’s service engineers will unless otherwise agreed by the Company be during the Company’s normal working hours. The Company may at its discretion agree to provide services at other times subject to the right to make an extra charge.

Service Level Agreements

(i) The Company shall use its best efforts to meet agreed service Level Agreements, but time shall not be of the essence and the Company shall not be liable for any loss arising out of any delay in service provision.

5.6 Access:

The Customer shall ensure that the Company’s service engineers have unrestricted access to the Equipment when visiting and if required adequate light and power. If the engineers are unable to carry out their work because of any failure of the Customer under this clause the Company reserves the right to make an extra charge.

5.7 Exclusions:

Unless stated in ‘The Particulars’ of this Agreement, the cost of the following are expressly excluded from the Agreement.
(i) Cost of Weights and Measures Approvals; (ii) Re-Verification fees.
(ii) Hire and transportation of weights, craneage and transport of equipment.
(iii) Equipment that is determined by the Company to be beyond reasonable economic repair.
(iv) Equipment under our service care that has a fault arising from 3rd party involvement will incur additional charges for any repair work we carry
out.

5.8 Additional Charge:

The Company reserves the right to make any additional charge for the cost of repairs, emergency visits and parts or components where any fault arises out of the neglect, misuse or abuse of the Equipment by any person or arising out of any event or circumstance including without limitations theft, fire, flood and subsidence.

6 Exclusion of Liability

6.1 The liability of the Company for any breach of this Agreement or of any other act or omission by the servant’s agents and any other person for whom it may be vicariously liable shall not exceed the price for the Goods under the Agreement and no liability whatsoever shall accrue for any indirect or consequential loss including (but not limited to) loss of profit howsoever arising suffered by the Customer.

6.2 Liability for death or personal injury is not hereby purported to be excluded.

7 Acceptance

The Customer shall within seven days from delivery of the Services give notice in writing to the Company of any matter or thing by reason whereof it is alleged that the Services are not in accordance with the Agreement. If the Customer shall fail to give such notice the Services shall be deemed to be in all respects in accordance with the Agreement and the Customer shall be bound to accept and pay for the Services under the terms of this Agreement.

8 Force Majeure

The Company will not be liable for any failure to perform any or all of its obligations under the Agreement arising from any inability to secure or procure at reasonable cost labour, materials or other supplies of any kind or any act of God, war, strike, lockout, or other labour dispute, fire, flood, drought, equipment failure, legislation, order or public authority or any other cause whatsoever beyond its control.

9 Default

9.1 If the Customer fails to pay any sum when due under this or any other agreement between the Customer and the Company or if any event mentioned under sub-clause 9.2 occurs then the Company can at its discretion:
(i) Treat this and any other agreement between the parties as having been repudiated and recover the damages accordingly.
(ii) Suspend further performance until all sums owing to the Company by the Customer under any agreement have been paid.
(iii) Withhold further performance under this or any other agreement until it has received payment in advance of all monies to become payable thereunder.
(iv) Suspend any or all credit granted to the Customer on any account.

9.2 Without prejudice to any other rights under this Agreement or otherwise, the Company may terminate forthwith this or any other agreement with
the Customer if:
(i) The Customer is in breach of any term of this agreement or any other subsisting
agreement with the Company.
(ii) Any distress, execution or other legal process is levied upon the Customer’s property
or assets or if the Customer makes or commits any acts of bankruptcy or if any petition or receiving order is presented or made against him or if any resolution or petition to wind up a corporate customer whether voluntary or compulsory other than for amalgamation or reconstruction in a state of insolvency is presented or if a receiver of the Customers undertaking property and assets or any part thereof is appointed or the Company has reasonable grounds for believing that the customer will fail to discharge its obligations to the Company when due.

9.3 If the Company terminates the agreement under 9.2 all sums become payable to the Company and all loss whatsoever arising out of the termination of the Agreement shall become immediately due and payable.

10 Severability

If and to the extent that any provision of the Agreement (including these terms and conditions) if wholly or partly illegal, void or unenforceable then such provision of offending part thereof shall be severable from the remaining provisions which shall remain in force and effect.

11 Cancellation

Cancellation of the Agreement is subject to the notice period in clause 3. An agreement can only be cancelled during its term through application in writing by the Customer to the Company. Service contracts cancelled by the Customer do not carry entitlement to refunds in full or in part of the original contract value.

12 Contract renewal

The contract will be for an agreed period of months and will be offered for renewal so that purchase orders and payment can be made in advance of the commencement of the renewal. In the event the contract is not paid no visits will be made. At the time of the renewal the Company will supply the list of equipment it currently holds within Autotask (the Suppliers Service Management tool). In the event the customer renews based on the asset list, but subsequently the asset list is proven to be incorrect the company reserves the right to make any adjustment to the issued invoice. It is the customers responsibility to ensure the asset list is therefore kept up to date and any additions or deletions to the list are notified to the Supplier as soon as is possible.

Stevens Traceability Systems Limited, registered in England No:- 10506149 – Vat Registration No:- 256 6427 83
Stevens Traceability Service Limited, registered in England No:- 10557206 – Vat Registration No:- 259 9785 24.
Greenbank Technology Park, Challenge Way, Blackburn, Lancashire BB1 5QB, Tel: 01254 685200 Fax: 01254 685202
Website: www.stevenstraceability.com / Email: [email protected]