Terms and conditions

The Customer may cancel the Service at any time before signing this Agreement or at any time within the first 14 days of signing the Agreement (“the Cancellation Period”), either by:

• writing to Customer Care, PO Box 407, Darlington, DL1 9WD
• or emailing us at customercare@severntrent.co.uk
• or telephoning STW on 03457 500 500.

The Customer may also use the Customer Cancellation form previously sent to the Customer. Please note that, unless requested to do so by the Customer, STW will not start providing the Customer with the Service within the Cancellation Period. 

If the Customer does request STW to commence provision of the Service within the Cancellation Period, the Customer will be liable to pay the Charges in providing the Service up until the point of cancellation.

(i) Unless otherwise agreed in writing by STW, the Customer shall pay the Charges to STW within 30 days of the date shown on the invoice. Full details of payment methods will be included on the invoice;

(ii) Unless otherwise provided, the Charges shown are inclusive of any value added tax or other similar taxes or levies all of which amounts the Customer shall pay in addition, where appropriate, when due to pay for the Service.

STW shall agree with the Customer the date(s) on which the Service will be provided.

However, if for any reason it is not possible for STW to provide the Service on the agreed date(s), unless the Customer wishes for the Service to be carried out within 48 hours, STW shall contact the Customer no less than 48 hours in advance of the time when STW was due to commence the Service in order to re-arrange a date for provision of the Service.

If an alternative date cannot be agreed upon, the Customer shall be entitled to cancel this Agreement and shall not be liable to STW for any costs incurred by STW up to the date of cancellation.

Where STW undertakes the Service at the Customer’s premises, the Customer shall procure safe access to the premises and the provision of adequate power, lighting, heating and other such facilities or supplies for STW’s employees or agents as STW shall reasonably require;

None of the parties to this Agreement shall be liable in any way for any delays or failure to perform its obligations hereunder resulting from any cause whatsoever beyond its reasonable control.

(i)  STW shall be liable for any death or personal injury arising from its negligence, or if STW has deliberately lied to the Customer about anything before the Customer entered into this contract, which then caused the Customer to enter into the contract;

(ii)  In respect of any perceived defect in or problem with the Service, STW shall not be liable to the Customer unless the Customer (a) notifies STW of any defect or problem with the Service within 15 working days of the time when the Customer discovers or reasonably ought to discover the defect or problem; and (b) gives STW a reasonable opportunity to inspect the perceived defect or problem with the Service and, if so requested by STW, send STW other information reasonably requested by STW within 15 working days of STW’s request;

(iii)  If, on inspection, any defect has been caused by a fault with the meter, STW will replace or repair the meter free of charge.

(iv)  STW shall not be liable for

(a) any failure to provide the Service as a result of any act or omission of the Customer; 

(b) any failure to provide, or defect with, the Service as a result of STW’s compliance with any instruction or direction given by the Customer if STW has informed the Customer before it complies with the instruction that, in its opinion, that instruction or direction will inhibit performance of the Service;

(v)  For all STW’s responsibilities not covered by F(i) above, the Customer accepts that STW’s maximum financial responsibility will be £1 million (one million pounds), even if the actual loss suffered by the Customer is more than that amount;

(vi)  The Charges have been calculated on the basis that STW will exclude or limit its liability as set out in this Agreement.

(i)  This Agreement shall come into force on the date that the Customer signs the Agreement and shall continue in force until either (a) payment of the Charges has been received by STW or (b) this Agreement is terminated in accordance with this Schedule G, whichever is the sooner;

(ii)  The Customer may cancel this Agreement as set out at Schedule A above;

(i)  STW is committed to providing the Customer with an excellent service. Despite STW’s best endeavours, sometimes things do go wrong and, if they do, STW will deal with any complaint as quickly as possible;

(ii)  In the event of a complaint, the Customer should contact STW, either by telephone on 03457 500500
or by post, addressing any letter to: Customer Care, PO Box 407, Darlington, DL19WD or by e-mail to customer.relations@severntrent.co.uk. 

No change to this contract shall be effective unless it is in writing and signed by STW and the Customer. This Agreement contains the entire agreement between the parties.

N.B

STW and such other organisations (including STW’s contractors) which assist STW in providing the Service to you will use your information to provide the Service to you.

If you need to provide STW with sensitive personal data (for example, health information), you consent to our processing of this data, where this is necessary, for the purposes described above.

STW may conduct a credit check against you and, in doing so, may need to search the files of credit reference agencies who will record the search.

We may share your information with other credit providers and with credit reference agencies.

You have the right to ask for a copy of the information we hold about you (for which we shall charge a small fee) and to correct any inaccuracies.