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Terms and Conditions

Welcome to H2Online

By using this Online community, you are agreeing to comply with the terms and conditions of use set out below and the community guidelines which apply, together with our privacy policy, in relation to your use of Cambridge Water's online community. Information in relation to cookies is below.

If you are not happy with any part of these terms and conditions, please do not use the online community. You may wish to print a copy of these terms and conditions for future reference.

Cambridge Water has commissioned Explain Market Research (“Explain”) to host and manage this online community our behalf. (


“We”, “us” and “our” refers to Cambridge Water.

“Content” means everything contained in, or accessible from, the online community which has been produced by or on behalf of Cambridge Water. “Content” does not include Postings made by members.

“Postings” means all information, data, artwork, text, photographs, videos, messages and any other material which you or any other any member posts on or uploads to the online community.

“Community” means the website which hosts the community. These terms and conditions only apply to the website which hosts the community.

“You”, “your” and “yours” refers to you, the person using the community.

Changes to Terms

From time to time we may make changes to these terms and, where changes are made, the next time you login you will be presented with the revision and asked to agree to the revised terms before proceeding to use the online community.

Community Site

The community is made available free of charge and we may make changes to it from time to time. We do not guarantee that the community, or any content on it, will always be available or be uninterrupted and we may restrict the availability of it for business and operational reasons.


This community contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics and it is protected by copyright laws.

All rights in relation to the community including all trademarks of Cambridge Water are reserved and reproduction is prohibited other than in accordance with these terms and conditions.

If you would like to create a text link to the homepage of the community from your own website, you do not need any permission for this. However, we reserve the right to require you to remove any such link if we do not feel that it is appropriate.

You may print off one copy, and may download extracts, of any unamended pages from our site for your personal use. You must not use any part of the content on our site for commercial purposes.

We do not guarantee that our site and any data on or transmitted from it will be secure or free from bugs or viruses. You are advised to use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful.

Cambridge Water employees will participate in conversations and provide information and answers to questions as needed. Any information given by Cambridge Water on the online community will be of a general nature.

Specific enquiries made by community members with regard to their own account or service will be removed from the community and passed onto the Cambridge Water Team to respond to.


The experiences, ideas and opinions posted on the community are those of individual members.

You are responsible for all material that you post and upload (“Postings”) and all Postings must comply with these terms and conditions and the Guidelines. If you did not create your Postings yourself, you are responsible for obtaining the owner’s consent for any use of the information within them.

You agree that:

  • you are entitled to post the Postings and in doing so will not infringe any third party rights;
  • the material you post will not be defamatory, abusive, unlawful or obscene.

You acknowledge that any materials, such as personal photos, that you post are visible to other forum users and that we cannot prevent other users from copying or saving such materials.

By using the community you agree to grant us a worldwide, royalty-free license to use your Postings. We have the right to use, copy, adapt and publish your Postings for any purpose, including for content analysis and customer research purposes. Findings from the discussions, surveys and polls that take place on the community may be used in other communications activity, however the identity of members will not be disclosed.

This license will not be exclusive to us, and you can allow other people to use the material too. The license is transferable in that the material can be used by, for example, other site users, or sub-contractors of Cambridge Water.

If anyone notifies us that anything in your Postings has infringed their intellectual property rights, we may withdraw any, or all, of Your Postings immediately, in order to investigate such claims.

If anything in your Postings is found to have infringed another party’s intellectual property rights, and we suffer any losses or damages as a result, you agree to indemnify us against all claims and proceedings arising from such infringement.

If you wish to complain about material uploaded by other users, please contact us.

Personal information

You agree to keep your username and password details confidential and not to share them with anyone. 

We process your personal information in accordance with data protection legislation, and our privacy policy explains how we use personal information relating to our users.

In order to keep your personal data safe, you should avoid using any personal information, whether about yourself or someone else, in your Postings. We take reasonable security precautions however information transmitted to the community over the internet may not be secure. You agree to indemnify Cambridge Water and any relevant third party against any loss or damage suffered arising from your use of third party personal information in Your Postings.

In order to operate the community we will contact you using the email address you provide at registration. The receipt of these emails is important to help you keep up to date on the community and its content, and these emails will contain information relevant to the community, such as reminders and updates on new community Content and Postings, member interactions and prize draw announcements.

Community moderators may also email you in relation to any user account queries or issues, such as inappropriate or unacceptable activity.

If you do not wish to receive emails alerts from the Community please do not use the Community. You can unsubscribe from the Community and request deletion of your account here.

Moderation and member conduct

You are responsible for how you behave towards other users of the community. Explain will act as site moderator, and whilst they will monitor any communications between individual users, they and we cannot be responsible for resolving disputes between users.

Unauthorised and inappropriate use of this community may give rise to a claim for damages and/or be a criminal offence.

In addition to these terms and conditions there are also H2Online guidelines which all members of the online community should adhere to.


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

You agree not to use the community for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Neither we nor any third parties make any representations or provide any warranty or guarantee as to the accuracy, timeliness, or completeness of the Content, nor its suitability for any particular purpose.

Whilst we host the community we are not responsible for the content of Postings, which are provided by members. You acknowledge that the Content and Postings of other members may contain inaccuracies or errors and that neither we nor Explain accept responsibility in any circumstances for errors or omissions in, or for any action or decisions based on or made in reliance on, the Content or any such Postings. We and Explain expressly exclude liability for any such inaccuracies or errors so far as we are able to in accordance with the law.

We reserve the right to suspend or withdraw the community and/or the online community at any time without notice. Equally we reserve the right to suspend or terminate your individual registration at any time. We will try to provide our reasons for doing so, however this may not always be possible or appropriate.


A cookie is a small data file that’s stored on your computer. It contains the address of the Website and codes that your browser sends back to the Website each time you visit a page there. Cookies may contain limited personal information, for example to remember your username when you re-visit.

The Website uses four cookies. Information on each of these is provided in the table below.


Cookie Name



This is essential for the activation of the page and is deleted when your browser is closed.

Google Analytics

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google analytics is optional for Explain’s website, if you would like information on Google Analytics cookies and how to update your preferences, please visit:

Cookie banner

This is contained within the ‘cookie banner’ which appears when you visit the Explain website. This cookie is used to remember when you have clicked on the cookie banner to accept the use of cookies on the Website, so that you are not shown the cookie banner the next time you access the Explain website through the same device. This cookie remains active on your device for 12 months.


This becomes active when you select the “keep me logged in” checkbox on any device. The cookie stores a hashed token for 60 days which will keep you logged in on that device for that period.

Prizes and prize winners

Monthly prizes:

Each month, there is up to a £95 total value of Love2Shop voucher(s) available for member leaderboard prizes, broken down by the below incentives. The number of prizes available and the value of these (up to a maximum total value of £50) will be decided monthly at community management discretion.  

The 10 members who are on the points leaderboard during any given month will be eligible for consideration for one £25 Love2Shop voucher prize as a thank you for their contribution(s).  

All members who leave a comment during any given month will be eligible for consideration for two £10 vouchers for helpful comments throughout the month.  

Members who earn over 10 points during any given month will be eligible for consideration for one £50 Love2Shop voucher prize as a thank you for their participation. Please note, the winner of the monthly £50 prize draw will not be eligible for any other monthly prize in that month.    

The prize(s) will be awarded to the member(s) who is/are judged to have made the most valuable contribution(s) to the community during the month and the judges’ decision is final. The judges are made up of the Explain H2Online Community moderators and Cambridge Water colleagues. 

To qualify for the prize(s), the member(s) must still be registered on the Community at the time the winner(s) is/are chosen. 

The winner(s) will be chosen during the first week of the following month. 

The winning user(s) will receive a notification email from the Explain moderators to their H2Online registered email address on or before the 14th of the month. The winning user(s) will be asked to confirm the email address for receipt of the Love2Shop voucher. The winner(s) will have until the 29th of the same month to respond to the Explain notification email. If a user does not respond to the notification email within this time frame the prize will be re-administered to other eligible members where possible. Winners may opt not to receive a voucher and instead for a donation of the equivalent value to be made to a charity of their choice. 

Ad hoc prizes:

Further Love2Shop voucher prize(s) may be awarded to members in the month, at the community managers’ discretion, for contributions posted on the community. Contributions could be to any task which appears on the community. These may be awarded to a winner drawn at random from all who participated, or the member judged to have made the most valuable contribution(s).

Where prizes are related to specific content, the content in question and the terms and conditions including value of the voucher on offer will be highlighted alongside the task on the community. Prize winners will be contacted and prizes distributed within one calendar month of the deadline for completion of the task.

“Spot prize(s)” of Love2Shop voucher(s) may also be awarded at community managers’ discretion, where contribution(s) made by member(s) are considered to be particularly valuable or insightful. The financial value and number of these prizes awarded may change each month and this will be determined at community managers’ discretion. Prize winners will be contacted and prizes distributed within one calendar month of the award.

To qualify for any prize the member(s) must still be registered on the Community at the time the winner is chosen. Winners may opt not to receive a voucher and instead for a donation of the equivalent value to be made to a charity of their choice.

In addition to individual member prizes, Cambridge Water and community management may, at their discretion, run incentives based on the points collected by community membership, whereby if all members collectively reach a specified number of points within a specified time period a donation will be made by Cambridge Water to a charitable cause. The donation value and beneficiary will be specified and communicated at the start of the incentive period, along with any other relevant terms and conditions.

Publication of prize winners:

Once prize winners have been chosen, their usernames will be shared on the H2Online community to congratulate them on their win. This information would be shared solely with H2Online community members and would not include any personal information.

Administration of prizes:

Prizes will be distributed by community managers, Explain Research, on behalf of Cambridge Water. All prizes are distributed at the discretion of community management.

Third party links

On occasion we include links to third parties on this community, and these links are provided for your information only. We have no control over the contents of those sites or resources and we do not endorse or approve that site’s policy towards visitor privacy. You should review their privacy policy before using those sites.


Your use of this community and any dispute arising out of such use of the community is subject to the laws of England and the jurisdiction of the English Courts.


If you are unclear about anything in these terms, or have any queries about anything relating to the online community, please contact Explain by emailing