Terms & Conditions

‘Leaky Loo’ Free repair service

TERMS AND CONDITIONS — ‘LEAKY LOO’ FREE REPAIR SERVICE

  1. Introduction and Service Overview
    • These terms and conditions (“Terms”) apply to the “Leaky Loo” free repair service (“Service”) offered by South West Water Limited of Peninsula House, Rydon Lane, Exeter EX2 7HR (a company registered in England and Wales with company number 02366665) (also trading as ‘Bournemouth Water’ in the relevant supply area) (“we”, “us”, “our”).
    • The Service enables eligible customers to:
      1. book a home audit to assess whether a toilet is leaking; and
      2. where a qualifying leak is identified and repairable, receive a repair free of charge.
    • The Service is intended to promote water efficiency and reduce wastage caused by leaking toilets.
  2. Eligibility
    • The Service is available to:
      1. residential customers of our water supply services located within our supply area;
      2. individuals aged 18 or over; and
      3. the owner or occupier of the property where the audit is requested.
    • We may require proof of eligibility and authority to arrange the audit and repair.
    • There is a limit of one Service request per household within any 12-month period, unless otherwise agreed.
  3. Customer Journey and Booking Process
    • Customers may access the Service via:
      1. a link in a text message sent to customers of South West Water or Bournemouth Water;
      2. a social media post on either South West Water or Bournemouth Water’s respective pages; or
      3. South West Water or Bournemouth Water’s website.
    • The website will:
      1. provide information concerning water wastage from leaking toilets;
      2. allow customers to book an audit where they reasonably believe a leak exists; and
      3. provide guidance on how to identify and self-repair leaks.
    • If the customer opts to book a repair, they will be directed to our appointed contractor’s booking system.
    • The Service is administered and delivered by our third-party contractor (the “Contractor”), who will:
      1. conduct the audit; and
      2. carry out any qualifying repair.
  1. Audit Requirement
    • The Service is strictly conditional upon an initial audit being carried out by the Contractor.
    • The audit will determine:
      1. whether a leak exists; and
      2. whether the leak can be repaired under the Service.
    • If either condition is not satisfied, no repair will be undertaken.
  2. Scope of Free Repair
    • Where the audit confirms both:
      1. the presence of a leak; and
      2. that the leak is capable of repair;

the Contractor will carry out a repair free of charge.

  • The Service is limited to:
    1. standard domestic toilets; or
    2. accessible and unconcealed cistern systems.
  1. Exclusions
    • No repair will be provided where:
      1. The toilet is:
        • concealed, integrated, or inaccessible without removal of fixtures or structural works;
        • part of a complex plumbing system requiring specialist or extensive works.
      2. The issue:
        • is not a leak;
        • relates to general wear and tear requiring replacement rather than repair; and/ or,
        • requires replacement parts that are obsolete or unavailable.
      3. The repair would require:
        • significant plumbing, structural, or electrical works; and/ or
        • entry into unsafe or hazardous conditions.
      4. The property is:
        • is not a domestic premises; or
        • is subject to access restrictions preventing safe completion of the works.
      5. Contractor and Liability Structure
        • The audit and repair are delivered by the Contractor on our behalf.
        • We will exercise reasonable care in selecting and appointing the Contractor.
        • You acknowledge and agree that the performance of the audit and repair is the responsibility of the Contractor and, as far as is legally permissible at law, we accept no liability to you in respect of the audit and or repair. We do not guarantee that the repair will permanently resolve all issues.
        • Nothing in these Terms excludes or limits liability where it is unlawful to do so.
      6. Customer Responsibilities
        • The customer must:
          1. provide accurate information when booking an audit and or repair;
          2. ensure safe and reasonable access to the property; and
          3. ensure the toilet and surrounding area are accessible and safe.
        • The customer must comply with any reasonable instructions given by the Contractor.
      7. Self-Help Content and Website Interaction
        • The website may include:
          1. guidance videos on identifying leaks; and
          2. instructions for self-repair.
        • This content is provided for general information only and does not constitute professional advice.
        • Use of any self-repair guidance is at the customer’s own risk.
        • Any tracking feature used to identify when customers have self-repaired are for internal monitoring purposes only and does not constitute a Service request or confirmation of repair.
      8. Availability and Changes
        • The Service:
          1. is subject to availability; and
          2. may be withdrawn, amended, or suspended at any time.
        • We reserve the right to refuse or cancel bookings where:
          1. eligibility criteria are not met;
          2. there is suspected misuse; or
          3. operational constraints apply.
  1. Data Protection
    • Personal data provided in connection with the Service will be processed in accordance with our Privacy Policy.
    • Where data is shared with the Contractor, it will be solely for the purpose of delivering the audit and repair.
  2. General
    • In the event of unforeseen circumstances or circumstances outside its reasonable control, we reserve the right to modify or discontinue, temporarily or permanently, the Service without prior notice.
    • If there is any reason to believe that there has been a breach of these Terms, we may, at our sole discretion, reserve the right to:
      1. amend these Terms; and/ or,
      2. suspend or withdraw the Service where reasonably necessary.
    • Notwithstanding any other provision of these Terms nothing in these Terms exclude or limit our liability for death or personal injury caused by our negligence or for fraud, or any other liability that we may not exclude or limit by law. Subject to that, us and our associated companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits) expense or damage which is suffered or sustained in connection with this Service, including any loss incurred as a result of any delay and/or failure to perform any obligation to customers which is caused by:
      1. technical problems of any kind which may limit or prevent any customer’s use of the Service;
      2. any loss or damage arising from or in connection with the Service;
      3. any act or omission of any third party, particularly any third party involved in the provision of the Service; or
      4. any other events beyond our control that may cause the promotion to be disrupted or corrupted or may lead to loss of, or damage to, the customer.
    • If any of these Terms are found by a competent court or other competent authority to be void or unenforceable, that term or condition shall be deemed to be omitted and the remaining terms and conditions shall continue in full force and effect.
    • These Terms shall be governed by and construed exclusively in accordance with the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.
    • By booking the Service, you agree to be bound by these Terms.