General Terms and Conditions for Tap water in plain language
We have written a summary of our General Terms and Conditions in plain language. That way, you know where you stand, and so do we.
Do you want to know all the details? Then please read the full General Terms and Conditions. That document contains everything that is legally important. See:
- Tap Water General Terms and Conditions 2025 (pdf, 319 kB). These apply until 31 December 2025.
Are you entering into a contract with us? Then it is always the full terms and conditions that apply. You may not derive any rights from the summary on this page.
Tap Water General Terms and Conditions 2026
The summary relates to the Tap Water General Terms and Conditions 2026.
Article 1: Who we are and where to find us.
We are Waternet. Waternet supplies tap water in the municipality of Amsterdam. It also does so in parts of the provinces of Utrecht and Noord-Holland.
Would you like to visit us?
This is the address of our head office:
Korte Ouderkerkerdijk 7
1096 AC Amsterdam
Do you want to send us something?
Then use our postal address:
Postbus 94370
1090 GJ Amsterdam
You can also chat with us or call us.
Article 2: Applying for or changing a connection to the water mains.
You can apply for a new connection here (You are leaving this website). Or you can change an existing connection.
Only Waternet may establish or work on the connection. This is always the case. Even if the connection is changed.
We cannot always connect you to the water mains. For example, if we cannot supply enough tap water to your address. Or if there are no water mains nearby.
Are you still waiting for a permit? Or have you failed to pay some bills from Waternet? Then we will not be able to connect you. Or we will have to make some arrangements with you first.
Connecting is only possible if your home meets the rules and regulations of the Dutch Civil Code (You are leaving this website). Connecting is not possible if you rent business space in a building with other tenants. We want to be able to measure your own usage with just 1 water meter.
Are you going to apply for a connection to the water mains? Then there are also some technical conditions to be met. It is good to bear these in mind.
Article 3: Who owns the connection? Who does the maintenance and the repairs?
We own the connection. We do all the repairs. And we replace parts as and when needed. You may not do this yourself and you may not have someone else do it. We discuss everything with you beforehand, but this is only possible if the work is not urgent.
Having a connection inspected by Waternet is free of charge. Maintenance is free of charge too. Have you asked us to change your connection? Or is work needed because you have changed something yourself? In that case, the work will not be free of charge.
Article 4: What are we allowed to do in your home or building?
Work on the water mains may also need to be carried out for your neighbours. In some cases, this means that we also need access to your home or building. We are permitted to ask you this.
Our colleague should be able to access your water meter or connection easily. For example, it must not be behind a wall. If that is the case, we will ask you to make sure that we can access it.
Article 5: The water pipes at your home or in your building.
Not just anyone is allowed to lay water pipes or connect appliances to the water pipes. Only people with the necessary knowledge are allowed to do this.
Maintain your water pipes and taps properly. Is something going wrong? We may inspect your water pipes and taps at any time.
Is there more than 1 connection to the water mains in 1 house or building? If so, we would like to know. Never link up the connections.
Is an inspection visit scheduled but you cannot make it on the appointed day? If so, please inform Waternet of this at least 2 days in advance.
We may charge a fee if:
- you cancel the visit less than 2 days in advance,
- you are not at home at the time of the visit,
- you have us come by for a problem that is coming from your own water pipes.
Article 6: When can you start using the tap water? And what does the contract entail?
You will get tap water as soon as the contract is finalised. Are you entering into the contract along with other people? Then we may ask everyone to pay. And everyone is also responsible for the connection.
Cancelling the contract
Do you not want to use tap water any more? Then you may cancel the contract.
You may cancel via our website, by calling our customer service team, by letter or by email. Do this at the latest 9 days before the desired end date of your contract.
Do you have a connection but no water meter? Or do you have 1 water meter along with other people? Then you may only cancel the contract if you sell the house, or if you no longer rent the house.
Send us the last meter reading within 2 weeks of the end of your contract. If you do not, we may estimate your meter reading.
Waternet may also cancel the contract. Waternet only does so if there are compelling reasons for this. We will explain these reasons in a letter. We will send that letter at least 90 days before the cancellation.
What if you did not cancel the contract in accordance with the rules? Or what if you did not let us disconnect the connection in good time? Then the contract will continue.
Article 7: If we cannot supply due to a service interruption or problems.
We supply tap water. Is there a problem? Or a service interruption? And are we unable to supply? Then we will solve the problem as soon as possible.
Sometimes the water from the tap may not be clean enough for a short space of time. For example, due to a service interruption or works. You will then be advised to boil the water before drinking or using it. Read more information about a boil-water advisory (You are leaving this website).
Article 8: Less or no tap water due to work or a service interruption.
Tap water is for everyone. That is why we pay close attention to what you use it for. Please use the tap water for the right purpose.
Do we need to carry out unexpected work on the water mains? If so, we may temporarily cut off the supply. We do not always have time to warn you of this. Has work been planned? And will there be no water while the work is ongoing? If so, you will hear about it no less than 2 days in advance.
Article 9: You are not keeping to the terms of the contract. What happens in that case?
Are your water pipes not working correctly? Or have you not paid all our bills? Then we may cut off the supply of tap water.
Article 10: How do we know how much tap water you consume? And how much you have to pay?
Do you have a water meter? If so, it will keep track of how much water you consume. This is always the case. You may send the meter reading to us yourself. You do this once a year.
Are we not getting meter readings from you? Then we may estimate your consumption. We will then use old meter readings from your address. If we do not get a meter reading from you for 3 years in a row, we may fine you. You can see how high this fine will be in the tap water rates regulations (You are leaving this website).
We may also come and take meter readings at your premises ourselves. We may charge you for this. Was the meter reading you sent earlier incorrect? And did you actually consume more tap water? Then you will pay more.
Article 11: The water meter.
Waternet owns the water meter. We pay for any maintenance on the water meter ourselves.
Have you made any changes to your water meter yourself? And do we need to change your connection to the water mains as a result? Or the water meter itself? If so, this will not be free of charge.
You ensure that the water meter is easily accessible and complies with the technical conditions. We ask that you properly protect the meter from damage. When it freezes, for example.
There is a seal on the water meter. This is how we see who did the last maintenance. You must not remove or damage the seal.
Are you abiding by these rules? If not, you may be fined. You can see how high this fine will be in the tap water rates regulations (You are leaving this website).
Article 12: If the water meter is not working properly.
Do you think that the water meter is not working properly? If so, we can inspect it for you.
Does the measurement differ less than 4% from the actual water consumption? Then the meter works well enough. You will then have to pay for the inspection.
Does the measurement differ by more than 4%? Then your water meter is not working well enough. You will not have to pay for the inspection of your water meter.
You will receive the results of the inspection by letter. Did we remove a water meter after the inspection? We will keep it for 6 weeks after the letter. This allows us to inspect the meter later.
Article 13: Is your water meter broken? And is it not working properly?
Have we inspected your water meter? And did it turn out that you paid too much? Then we will calculate what you are owed. We do this from the moment the meter broke. But we will not repay amounts paid more than 24 months ago.
Have you paid too little? Then you will receive a bill for this. You will never owe more than 18 months of payments.
Are we no longer able to calculate your consumption? Then we will estimate it. We will look at what you consumed before. And how much water a comparable house or building consumes.
Article 14: What does tap water cost?
Connecting to the water mains costs money. Maintenance and the supply of tap water also cost money. We have an overview of these costs: the tap water rates regulations (You are leaving this website). You also pay tax on your tap water. You will find all the charges on your bill.
We will look at your situation. This is how we determine what you pay. That is why we may ask you questions. About your home, for example. And about the number of people you live with.
Tap water rates change every year on 1 January.
Article 15: Paying the bill for tap water.
You must pay a bill for tap water within 14 days. If you do not pay on time, you will receive a letter from us. Then you will pay more.
Are you struggling to pay? Then you can make a special agreement for paying. This is called a payment plan. We will find a solution with you.
Are you still owed money from us? Then you will still have to make your next advance payment. An advance payment is the amount you pay in advance for your tap water if you have a water meter. You will receive an annual tap water statement once a year. You will get money back if you paid too much. You pay extra if you consumed more water than you paid for.
You will always get a bill for your tap water. Except if you make the advance payment by direct debit. If that is the case, you will only receive an annual tap water statement.
Article 16: Waternet may ask for guarantees.
We may ask for a letter from your bank stating that you are able to pay. Or we may ask for a letter from a person willing to pay for you, if necessary.
We may also ask you to pay in advance. Or we may ask you to pay us an amount that you will get back later. This is called a deposit.
Article 17: What is not allowed?
Your water pipes should not cause problems, for your neighbours or for our pipes and systems. And we need to be able to access the water meter easily. Do not connect your water pipes to other pipes.
There is a seal on the water meter. This is how we know who did the last maintenance. The seal must not be removed or damaged.
The water meter must work properly. You must not interfere with the consumption measurements.
Is there a copper cable in your house or building that channels lightning away? If so, it should not be attached to the water pipes.
Are you abiding by these rules? If not, you may be fined. You can see how high this fine will be in the tap water rates regulations (You are leaving this website).
Article 18: We sometimes need your help.
You should not be inconvenienced by our work. We take care of that where possible.
Is something broken? If so, let us know. Let our technician in if our technician needs to work in your home. He or she can always prove that he or she works for Waternet.
Are you moving house? Let us know about this in good time. Do you rent? Ask the owner of your building or house if we can carry out the work.
Did you not let the technician in? Or did you not inform us that something is broken? Then you may be fined. You can see how high this fine will be in the tap water rates regulations (You are leaving this website).
Article 19: When is Waternet responsible for damage?
Waternet may be responsible for damage if we are not able to supply tap water. This is only the case if we ourselves are at fault. Are we not able to supply tap water? And is the cause not our fault? Then we are not responsible.
We only compensate damage to items that belong to you and that you yourself also use. Have any items belonging to your company been damaged? Or did your company lose revenue? If so, you will not be compensated.
We may also pay compensation if someone is injured or even dies.
Have you suffered damage? Always report your damage within 4 weeks.
Read all about damage and compensation in Article 19 of the full terms and conditions.
Article 20: Fines.
Sometimes we issue a fine. When do we do this? You can read about this in Articles 10,11, 17 and 18.
For submitting payments, the same rules apply as for the tap water bill. You can find them in Article 15.
Sometimes a different fine amount applies. This is then set out in the tap water rates regulations (You are leaving this website).
Article 21: If we disagree about something.
Do you have a complaint? If so, you can write a letter to the disputes committee (You are leaving this website). This is an organisation that considers whether you are right. We have to accept what the disputes committee says. But there are rules. You must first send the complaint to Waternet. Have you done this? Your complaint must then go to the disputes committee within 90 days. Are you complaining because you wanted a special agreement made for spreading payments and we refused this? Then you have 10 days to forward your complaint.
Waternet may also refer a problem to the committee. You must agree to the committee's decision. Do you disagree? Or does it take you more than 5 weeks to respond? Then we will take the case to court.
Article 22: Exceptions.
Is there something particular going on? In that case, we might be able to agree different arrangements with you.
Article 23: If we amend these terms and conditions.
The tap water terms and conditions of Waternet may be subject to change. Changes will be announced on our website at least 30 days in advance. New terms and conditions apply even if you already have a contract.
Do you disagree with the new terms and conditions? Then you may cancel the contract. Read more about cancelling your contract in Article 6.
Article 24: Transfer of the contract and satisfaction survey.
If another organisation is going to supply your tap water in the future, we may transfer your contract to them.
We may ask for some information from you. For example, if we want to know whether you are satisfied with us. This information is compared with other tap water companies. This allows us to improve our services.
Article 25: Where do these terms and conditions come from?
All companies in the Netherlands that supply tap water are members of an organisation. This is Vewin (You are leaving this website). Waternet uses the model terms and conditions drawn up by Vewin.
Berry, the digital assistent