Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

customer.services@wessexwater.co.uk
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

operational.enquiries@wessexwater.co.uk
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  • Terms and conditions for online services and eBilling

      1       About us  

    1.1 The eBilling services (the Services) are operated by Bristol Wessex Billing Services Limited, a company registered in England and Wales with company registration number 4143955 and registered office address 1 Clevedon Walk, Nailsea, Bristol BS48 1WA (BWBSL).   

    1.2 BWBSL operates the Services on behalf of Wessex Water Services Limited (registration number 2366648) (Wessex Water) where both water and sewerage services are provided by Wessex Water, and on behalf of both Wessex Water and Bristol Water plc (registration number 2662226) (Bristol Water) where water services are provided by Bristol Water and sewerage services are provided by Wessex Water.   

    1.3 In these terms and conditions, weus and our means Wessex Water, Bristol Water and/or BWBSL as appropriate. You means the user of the Services.  

      2       About these terms   

    2.1 These terms and conditions (the Terms) govern your use of the Services. They apply in addition to, and do not affect, any other contracts you have entered into with Wessex Water and/or Bristol Water.   

    2.2 By using the Services, you agree to these Terms. We may amend the Terms from time to time and if you continue to use the Services, you will be taken to have agreed to any changes.  

      3       About the Services  

    3.1 The Services allow you to receive bills and associated correspondence electronically and to pay your bills by electronic means.  

    3.2 The Services are made available free of charge, but you are liable for any telephone charges and any charges made by your internet services provider as a result of using the Services. 

    3.3 We do not guarantee that the Services will always be available, uninterrupted or error-free. We may suspend, withdraw or restrict the availability of all or part of the Services at our discretion.  

    3.4 After you register for the Services (see clause 4 below), we will stop sending paper bills to you and will send bill notifications to the email address you provide. All your future bills can then be viewed online. Please note that your first bill after registering may be received as a paper bill, in which case we will use reasonable endeavours to make that bill available online.  

    3.5 Please note that communication by email is never fully secure. We shall not be liable to you for any loss incurred as a result of interception of any email correspondence between you and us.  

     4       Registration  

    4.1 In order to use the Services, you must first register for an online account with us and subscribe to the Services. To subscribe to the Services, you must be the person registered as the main account holder or that person's authorised representative. You must also be eligible to participate in eBilling. When you register with us we will advise you if you are eligible. Our decision on your eligibility is final.  

    4.2 You are responsible for making sure that all information you provide to us during the registration process is valid, accurate and up-to-date. If any of your information changes at any time, please update your account immediately. We will send bill notifications to the most up-to-date email address that you have provided to us and you will still be responsible for paying those bills if that email address is out of date.  

    4.3 You will also be required to choose a password and you must keep this secure. If you think someone else knows your password, please change it immediately. We will not be responsible if your password is used by anyone else to access your account.  

    4.4 We will use the information you provide to us in accordance with our  Privacy Policy  .  

     5       Payment of bills  

    5.1 Once a bill becomes available online, you will be responsible for paying that bill on time by direct debit, online banking, telephone banking or online card payment.  

    5.2 We may send email notifications to you when a new bill is available to view online. However, we are under no obligation to send such notifications and you must check your account regularly to ensure that you are aware of new bills and that all bills are paid on time. You will be responsible for paying bills regardless of whether we send email notifications or whether an email notification has been received by you.  

    5.3 If you fail to comply with these payment obligations, we may withdraw your access to the Services.   

    5.4 If you overpay us or pay us in error, you may be due a refund of the amount paid in error or the amount overpaid. Please call us on 0345 600 3600 or email us at   customer.services@bwbsl.co.uk if you think you are due a refund. Please quote your customer number and telephone number in any correspondence.  

     6       Your responsibilities  

    6.1 You must only use the Services lawfully and responsibly. You must not:  

    6.1.1 use the Services for any fraudulent or illegal purposes; or 

    6.1.2 do anything that might affect the operation or security of the Services. 

    6.2 You are responsible for making sure that your computer and internet connection are secure.  

     7       Intellectual Property  

    7.1 All intellectual property rights in the Services, and in their content, belong to us and/or our licensors. You can print, or store electronically, individual pages of the content for the purposes of using the Services, but you must not make any additional copies or use the content for any other purposes.  

    7.2 You must not use any of the content of the Services for any purposes not allowed by these Terms without our express prior written consent. The names and logos of Wessex Water, Bristol Water and BWBSL are registered trade marks. You may not use or reproduce these for any reason.  

     8       Our liability  

    8.1 We do not exclude or limit our liability to you where it would be unlawful to do so.  

    8.2 We will only be liable to you for any loss or damage, whether in contract, tort, breach of statutory duty or otherwise, where such loss or damage arises directly from our breach of these Terms or our negligence and where such loss or damage was obvious to you and us at the time of entering into these Terms. If you use the Services for business purposes, we will not be liable to you for any loss of profits, loss of business, loss of sales, loss of revenue, loss of anticipated savings, loss of business opportunity or goodwill, any business interruption or any indirect or consequential loss or damage.  

    8.3 We will not be liable for any failure to perform, or delay in performing, these Terms due to circumstances outside our control.  

    8.4 Our total, aggregate liability to you under or in connection with these Terms shall be limited to an amount equal to £1,000. 

    8.5 Please note that the limitations and exclusions of liability in this clause are specific to the use of the Services. Different limitations and exclusions will apply to your contract with any of us for the supply of water and/or sewerage services.  

     9       Termination  

    9.1 You can unsubscribe from the Services at any time through the "Profile" area when you sign in to the Services. Your account will be cancelled within five working days of your request. Even if you cancel your account, you will still be responsible for paying any bills that we have notified to you electronically before the date of cancellation.  

    9.2 If you breach these Terms, we may withdraw or suspend the Services without notice.  

     10       Governing law and disputes  

    10.1 These Terms are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction in relation to any disputes or claims (including non-contractual disputes of claims) arising in connection with the Terms. If you are a consumer resident in Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a consumer resident in Scotland, you may also bring proceedings in Scotland. 

     11       General  

    11.1 You may not transfer your rights and obligations under these Terms to anyone else.  

    11.2 If any provision of these Terms is found to be unlawful, void or unenforceable, this shall not affect the validity and enforceability of the remaining provisions, which shall remain in full force.  

    11.3 A failure by either party to exercise any right or remedy under these Terms does not constitute a waiver of that right or remedy. 

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