Help and Contact
By signing up for our Self Serve service you agree to accept and abide by the terms and conditions set out below.
THESE TERMS AND CONDITIONS APPLY IN FULL AND IF YOU DO NOT WISH TO BE BOUND BY THEM YOU SHOULD NOT SUBSCRIBE TO THE SELF SERVE SERVICE. MAKE SURE YOU READ THEM CAREFULLY AND IN FULL BEFORE SIGNING UP.
The Hafren Dyfrdwy Self Serve service is operated by Hafren Dyfrdwy, Registered in England and Wales Company No. 03527628. Registered office: Packsaddle Wrexham Road, Rhostyllen, Wrexham, Clwyd, LL14 4EH
Accessing your account
You must complete the registration process, providing a valid email address, account number, username and password to use our Self Service website and to access your account details. As part of registration you accept that you will automatically be enrolled for paperless billing. By completing the registration process you are authorising us to carry out all the instructions you have given us on this site.
Any instructions that you give to Hafren Dyfrdwy via the Self Serve website are subject to acceptance by us and you should not believe or assume they have been accepted unless and until confirmed by email.
You will only be allowed to use the full Self Service website if you log on with your valid username and password. Do not share your username and password with anyone else, including our customer service advisors. We will never ask you for them by phone, email or mail. Keep your details safe and do not write them down. If you believe that your online password has been compromised you can change your password once you've logged in, with immediate effect. By registering to use the Self Service website, you accept full responsibility for all activities conducted under your account and password.
You must provide us with the correct and currently valid address of the email account to which you would like notification of your bill, payment schedule, statement or second half year prompt availability to be sent. The accuracy of that email address is entirely your responsibility and in particular, but without limitation, should that email account ever become invalid or should you wish notification of your bill, payment schedule, statement or second half year prompt availability to be sent to a different email account it shall be your responsibility to notify us through the ‘My Account’ section. You shall remain fully liable for any bills of which notification has been sent to your previous email address. Your bill notification emails will come from email@example.com or firstname.lastname@example.org. It is your responsiblity to add these email addresses to your safe contacts.
Disabling online accounts
We retain the right to disable access to any element of our Self Service website without prior notification and without provision of reasons why. We retain the right to delete or remove online accounts where we deem them to have been misused, dormant or invalid for a period of time. If we close or delete your online account, you can ask us for a new online account at any time.
Our website is designed to work with all major internet browsers. We have designed the website for and tested it with:
- Microsoft Internet Explorer 8
- Microsoft Internet Explorer 9
- Microsoft Internet Explorer 10
- Google Chrome 24.0
- Google Chrome 26.0
- Mozilla Firefox 18.0
- Mozilla Firefox 19.0
- Mozilla Firefox 20.0
If you do not use one of the above browsers, you may experience problems when viewing the site and certain aspects of the Self Service website may not work correctly.
If you use the paperless billing service, you accept that you will no longer receive paper bills, payment schedules, statements or second half year prompts. As part of the paperless billing service, an email will be sent to you, and all registered users for this account when your bill, payment schedule, statement or second half year prompt is ready. Hafren Dyfrdwy reserves the right to refuse use of the paperless billing service to anyone for any reason whatsoever in its absolute discretion. Further, we reserve the right to modify or discontinue (permanently or temporarily) the paperless billing service to you or all recipients at our discretion. All bills, payment schedules, statements or second half year prompts of which notification is sent to you by email are payable to Hafren Dyfrdwy and are due and payable on the "payable by date" specified.
You shall remain fully responsible and liable to pay any bills of which notification has been sent to the email address you have specified regardless of whether or not you access that email account and read the relevant email, are disconnected from your email account for any reason or fail to read the relevant notification. If you do not pay your bills on time Hafren Dyfrdwy may issue reminders and legal proceedings may be pursued, and reminders, solicitors/legal letters will be sent via the postal system. Bills may be paid to Hafren Dyfrdwy by any of the following methods: - debit cards, direct debit, monthly payment schedules by watercard, internet banking via standing order, credit card payments by telephone and direct payments. If you wish to cancel paperless billing, you should notify us immediately by calling 0330 678 1480 (our opening times are 8am until 9pm Monday to Friday and 8:30am until 5:30pm Saturday).
We will cancel paperless billing within five working days of such notification and after that date no further notification of any bills, payment schedules, statements or second half year prompts will be sent to you by email. However, you shall remain fully responsible for payment in full, to Hafren Dyfrdwy, of any outstanding amount due, of which notification has been sent to you on or before the date on which your paperless billing service has been cancelled.Hafren Dyfrdwy cannot guarantee uninterrupted and/or reliable access to the paperless billing service and makes no guarantees whatsoever as to its operation, availability, functionality, that it will be free of error or disruption or otherwise. We will provide notice to you regarding permanent discontinuance of service where the circumstances reasonably allow. We may prevent you from using the service immediately without notice if you breach any of these terms and conditions. The Hafren Dyfrdwy paperless billing service is provided free of charge.
Use of the site
You agree to use the Web Self Serve service responsibly. You agree to use this site only for lawful purposes, and in a manner which does not infringe the rights, or restrict, or inhibit the use and enjoyment of the site by Hafren Dyfrdwy or any third party.
All materials (including, without limitation, all designs, text, graphics and their selection and arrangement) relating to the Hafren Dyfrdwy Self Serve service are the copyright of Hafren Dyfrdwy Cyfyngedig. No such material may be copied or reproduced in any form whatsoever, whether physical, electronic or otherwise, without our express, prior, written consent.
Hafren Dyfrdwy expressly reserves the right to alter these terms and conditions from time to time by posting new terms and conditions on the Web Self Serve service. We will make the latest version of our terms available for you to read at all times. Your use of the service and your access to it will be deemed an acceptance of these terms.
We will use the information we hold about you to manage your account. We may also use the information we have to contact you about other water related goods and services, if you do not wish to be contacted email us to let us know.
Additionally, we may share with and obtain information about you from other utilities, local authorities, government departments, credit reference agencies and other companies for use in any credit decisions, fraud prevention and to pursue debtors. You can find further detail in our Privacy Notice.
If you provide us with personal data, you have consented to us handling it for the purposes mentioned in our Privacy Notice. We may transfer your personal data to other organisations in any country only for any of the purposes mentioned.
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.
These terms and conditions shall be governed by and construed in accordance with the laws of England and shall be subject to the exclusive jurisdiction of the Courts of England.
None of the provisions in these terms and conditions affect your statutory rights as a consumer.