Website Terms and Conditions

1. Important notice

By using any of the services on this interactive website (“Online Services”) and paperless billing service (“eBilling”) “you” (the user) agree to accept and abide by the terms and conditions set out below. These terms and conditions, as updated from time to time, apply only to the use of Online Services and eBilling and do not supersede or affect either any other company standard or other terms and conditions.

Before proceeding please read these terms and conditions carefully. If you find yourself unable to agree to them in full you should not complete the registration process, and if you are already using the service you should stop and contact us to de-register using the procedure set out in Paragraph 16.

2. The eBilling service

By registering via our Online Services for eBilling you accept that you will no longer receive a paper bill and that electronic correspondence and bill notifications will be sent direct to the e-mail address that you specify. All of your bills that are produced after you register will be viewable online, plus your last bill (if applicable). You accept that if your account is due to bill at the same time as you register for eBilling you may still receive the paper bill. However, we will endeavour to make the bill available online within 5 working days.

Once registered for eBilling you accept that future bill payments will be expected to be made via one of the following methods: Direct Debit, e-banking, online payment (Debit/Credit card) or telephone banking.

If you do not pay your bills on time we reserve the right to withdraw access to eBilling and you will no longer receive paperless bills. All debt recovery and legal documents will continue to be sent by post to your designated billing address.

If you make a payment to us in error or an overpayment, a refund will be made. In the event of an overpayment, the difference between the overpayment and amount due will be refunded. Where the payment to be refunded was originally made by means of Debit/Credit card the refund will be made to the card from which the payment was taken.  If you believe that a refund is due then please call DEE VALLEY WATER on 01978 833200 or email Valley quoting your customer number and telephone number.

We reserve the right to modify or discontinue (permanently or temporarily) the service in respect of you or all users at our discretion.

3. Registering

Not all of our customers are eligible for eBilling. We will advise you as part of the registration process whether you are eligible.

Only the person registered with us as the main account holder, or their authorised representative can register. By requesting bills or other communications to be delivered to you using this service, you confirm that you are entitled to receive such information.

4. E-mail address and password

In order to register you must have a valid e-mail account and provide us with the accurate and currently valid address of that account.

You have an obligation to keep your password secure. You must protect your password for accessing Online Services and eBilling. We recommend that you do not share your password information with anyone.

You are responsible for the continued accuracy and validity of the e-mail address that you supply. If that e-mail account becomes invalid or you wish notifications of your bills to be sent to a different e-mail account it will be your responsibility to update your contact details online, using the “Manage my online profile” functionality within the My Account menu section of Online Services.

You will be fully liable for any bills for which a notification has been sent to your e-mail address. If the notification is not received in your inbox because it has been bounced by your firewall or spam filter or your e-mail address has been closed or is otherwise not operational, to prove that we sent a notification to you it shall be sufficient for us to show that it was dispatched by e-mail to the correct e-mail address (as last notified by you to us).

We accept no responsibility or liability in the event that your password is used by anyone else to access your account or correspondence is read by anyone else. If you have reason to believe that anyone else knows your password, you should change it immediately using the “change password” functionality within the profile section of Online Services.

5. Record and transaction terms

Our records, unless shown to be wrong, will be evidence of your dealings with us in connection with the service. You agree not to object to the admission of our records as evidence in any legal proceedings because such records are not originals, are not in writing or are documents produced by a computer.

Any instructions you give via Online Services and eBilling are subject to confirmation by DEE VALLEY WATER: you must not believe or assume they have been accepted until they are confirmed.

6. Your responsibilities

You are responsible for ensuring that you remain contactable via the various means for which you have provided contact details. It is your responsibility to keep your contact details up to date by updating the “your profile information” section within the profile section of Online Services.

After you have registered for eBilling we will endeavour to send e-mail notifications to you when new bills are available for you to view online, however you should not rely on these exclusively. It is your responsibility to check your online account regularly to ensure that payment of bills is made on time.

You should open all e-mails from us and view your online bills in a timely manner in order to be aware of any changes to your payment amount.

You agree that you are responsible for ensuring that your computer is secure and that you have installed an up to date version of antivirus software or malware.

You agree to use Online Services and eBilling responsibly. You will not:

  • use the service for any fraudulent or other illegal purpose or to interrupt or damage our services or to make them less efficient;
  • do anything that affects the operability or security of the service or causes unreasonable inconvenience, or offence or disruption to us, DEE VALLEY WATER or any of its staff;
  • illegally transmit, distribute or store any material or violate any applicable regulation. This includes, without limitation material which is protected by copyright, trademark, trade secret or intellectual property right which you use without permission or material or content that is in any way defamatory, offensive, or hateful;
  • knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

7. Disclaimer of warranty and liability

We give no express or implied warranty or representation whatsoever as to the operation, availability or functionality of Online Services or eBilling or that they will be free of error, disruption or otherwise.

We will make every effort to process your requests to activate new online accounts and deliver each e-bill notification promptly. However, delays can sometimes occur due to technical problems or matters outside of our control. If this occurs we will work to restore the service as soon as possible.

We will endeavour to maintain an active service however Online Services and eBilling will unavoidably be taken down occasionally for essential maintenance and/or updates and we cannot guarantee uninterrupted access. We will provide notice to you regarding any significant suspension or permanent discontinuance of the service where the circumstances reasonably allow.

To the extent permitted by law, we hereby expressly exclude: all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; and

any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; loss of goodwill; loss of income or revenue; wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above; and any liability of the Partner Companies shall be limited in respect of any one incident or a series of two or more connected incidents to an amount not exceeding your annual bill for the relevant service.

This clause 8 does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.

Any claim for loss or damage caused by us which you wish to make must be notified to us in writing as soon as practicable after the loss or damage is discovered.

In the event of any claim against us by a third party resulting from use of Online Services or eBilling by you, you will be responsible for all of our losses, damages and reasonable costs and expenses. In the event of a third party claim against us, you agree that you will:

  •  give us full authority to conduct the matter, including defending or settling the matter; and
  •  give us all reasonable assistance which we require from you in relation to the matter.

Except as expressly stated, nothing in these terms will reduce your statutory rights relating to the manner in which we perform this agreement.

8. Solicited contact via e-mail and other means

We will generally use e-mail as the primary means of contact with you, but may also contact you via other means if it is appropriate to do so. You acknowledge that all such communications related to the service shall not be considered unsolicited.

You consent to us communicating with you by e-mail, text messages (SMS), telephone or by post in order to deal with or notify you about issues relating to water or sewerage services (e.g. water supply interruptions; works on our networks or operational incidents), your use of Online and eBilling services and also to keep you up to date with news about our other online services.

9. E-mail Security

You acknowledge that communication by e-mail is unavoidably insecure in limited circumstances. By using Online Services and eBilling, you accept the risk of e-mail between us and you and you being intercepted by unauthorised third parties. If so intercepted and, in the case of e-mail sent by us, provided we have addressed it to your e-mail address as notified to us, we will not be considered to be in breach of confidence or in breach of any other duty or other legal requirement.

We shall not be liable to you for any loss, expense or damage incurred or suffered by you in connection with such interception unless due to our deliberate fault or negligence.

10. Privacy

We are committed to safeguarding your privacy and your personal and financial information will be dealt with accordingly. We maintain strict security standards and procedures with a view to preventing unauthorised access to your data by anyone, including our staff.

We use leading technologies such as (but not limited to) data encryption, firewalls and server authentication to protect the security of your data. Whenever we hire third parties to provide support services, we will require them to observe our privacy standards and allow us to audit them for compliance.

We may also pass your contact details to a company appointed by Ofwat to carry out customer satisfaction surveys.

For more information about our use of your personal information please see our privacy policy.

11. Intellectual property

Unless otherwise stated, any intellectual property rights arising in respect of the Online Services’, eBilling’s or this site’s design, text, graphics, their selection and arrangement, software and all other material (the content) on or in the site or the services belong to us and/or our licensors. Any use of such intellectual property rights or software or any reproduction of the content is strictly prohibited except where expressly allowed under these terms.

Permission is hereby granted to electronically copy and store (but not on any server or other storage device connected to a network) and print individual pages of the content on paper (but not photocopy them) from this site solely for the purpose of making use of our services. You may also permit your computer to make an electronically stored transient copy of the content for the purpose of viewing it while connected to the internet only. However you may only make one copy of the content. Any other use of the content, including reproduction for purposes other than that hereby authorised (including the removal of copyright or trade mark notices), creation of an electronic or manual database by systematically downloading and storing the content, distribution (whether electronically or not) or republication is prohibited.

Any requests for permission to use the content in a manner otherwise than permitted by these terms should be addressed to Dee Valley Water Plc, Packsaddle, Wrexham Road, Rhostyllen, Wrexham, LL14 4EH

For the avoidance of doubt, this permission does not transfer ownership to you or confer any other right on you in the whole or any part of the content or the services.

The name and logo of Dee Valley Water Plc are UK registered trademarks. You are not permitted to use or reproduce or allow anyone else to use or reproduce these trademarks for any reason.

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with any content standards set out in these terms.

If you wish to make any use of material on our site other than that set out above, please address your request to Digital media manager, Dee Valley Water Plc, Packsaddle, Wrexham Road, Rhostyllen, Wrexham, LL14 4EH.

12. Changes to our terms and conditions

We expressly reserve the right to alter these terms and conditions from time to time by posting new terms and conditions within Online Services or eBilling. We will make the latest version of our terms and conditions available for you to read at all times. Your continued use of Online Services and eBilling will be deemed an acceptance of the terms and conditions existing at the time.

We may prevent you from using the Online Services and/or eBilling immediately without notice if you breach any of these terms and conditions.

13. Law and jurisdiction

These terms and conditions shall be governed by the law of England and any disputes will be subject to the exclusive jurisdiction of the English courts.

14. General

Online Services and eBilling are operated by DEE VALLEY WATER from its registered office in the UK. We make no representation that material in the site or the services themselves are appropriate or available for use in other locations. If you choose to access this site or the services from other locations you do so on your own initiative and are responsible for compliance with local laws, if and to the extent that local laws are applicable.

If any provision of these terms and conditions shall be unlawful, void or unenforceable for any reason then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

You may not assign, sub-licence or otherwise transfer any of your rights under these terms and conditions.

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only.  We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

15. De-registration

If you wish to cancel your use of Online Services and/or eBilling you should do so immediately using the ‘unsubscribe’ procedure within the subscriptions page.

Your online account will be cancelled within five working days of your request; after that date no further notification of any bills will be sent to you by e-mail and you will revert to paper bills. However, you will remain fully responsible for payment in full of any bills for which notification has been sent to you on or before the date on which your eBilling service has been cancelled.

16. Make a payment

You do not have to register with Online Services or subscribe to eBilling to use this facility. If you make a payment using the one off payment facility, you will need a payment reference number and payment amount. You will be asked to agree to terms and conditions before submitting a one off bill payment. This information will be held securely and shared only with our third party payment provider, Encoded.

17. Third party websites

Certain hypertext links in this website will take you to websites that are not under the control of Dee Valley Water Plc. When you activate any of these or click on any links, you will leave our website. Dee Valley Water Plc has no control over and will accept no responsibility for any statements, information, material, products or services that are published on or are accessible through any other websites owned or operated by third parties.

We will not accept any responsibility or liability for websites we frame and we recommend that you review the website terms and conditions that are applicable to the third party website.

The fact that we include links to other websites does not mean that we approve of or endorse any other third party website or the content of that website.