Linebacker® Terms & Conditions

Effective Date October 17, 2024

A. The Plans 

Includes all parts, material and labor required to repair or replace the following categories of repairs:

WATER SERVICE (WS): Leaking underground water service line and associated parts. Includes the repair or replacement of leaking underground water service lines, curb valves, and the first customer shutoff (cellar) valves; non-functioning or damaged curb boxes, curb box covers; for customers who have outside meter pits, coverage includes the repair or replacement of leaking or non-functioning meter pit valves and non-functioning or damaged meter pits and meter pit covers. Connecticut Water or its agent will determine whether to repair or replace any covered parts. Repair or replacement includes excavation, as required, in the area of repair or replacement. Also includes the cost of water service line shut off/turn on by The Connecticut Water Company or one of the subsidiary water companies owned by Connecticut Water Service. Inc., and, as required, the one-time restoration of paving by application of temporary patch, and one-time lawn restoration by application of soil and seed in areas disturbed by excavation. Restoration of shrubs, trees or other non-grass vegetative covers as well as restoration of permanent paving or other hard surfaces, such as paving stones, bricks, etc., are the responsibility of the property owner. If additional applications of soil and/or seed are necessary after the first application, that would be the responsibility of the property owner.

IN HOME PLUMBING (IH): Leaking in home water supply system. Includes the repair or replacement of leaking internal permanent water pipes, connecting fittings and valves you own that distribute the incoming water supply throughout your home to fixtures and appliances. The Plan covers from immediately downstream of the first shutoff (cellar) valve up to and including the shut off valve exterior to each fixture and appliance, exclusive of any fixture or appliance. Also includes the cost of water service line shut off/turn on by The Connecticut Water Company or one of the subsidiary water companies owned by Connecticut Water Service, Inc.

WASTEWATER (WW): Broken, clogged or blocked wastewater drainage lines inside your residence and from the exterior foundation of the residence to either the property line at the street if served by a public sewer system or to the septic tank inlet if served by an individual septic system. Connecticut Water or its agent will determine whether to repair or replace any covered parts. Repair or replacement includes excavation, as required, in the area of repair or replacement. The Plan also includes, as required, the one-time restoration of paving by application of temporary patch, and one-time lawn restoration by application of soil and seed in areas disturbed by excavation. Restoration of shrubs, trees or other non-grass vegetative covers as well as restoration of permanent paving or other hard surfaces, such as paving stones, bricks, etc. are the responsibility of the property owner. If additional applications of soil and/or seed are necessary after the first application, that would be the responsibility of the property owner.

B. Coverage Limits and Service Fees:

The customer is required to pay a $75 Service Fee plus tax for each call out for IN HOME PLUMBING or WASTEWATER repairs. There is no Service Fee for any repairs needed to the items covered in the Water Service line. The customer will be billed and agrees to pay the Company within 30 days of the invoice date listed on any invoice sent to the customer for the additional cost incurred by Connecticut Water or its agents that exceeds:

$2,000 for IN HOME PLUMBING for any single repair;
$6,000 for WASTEWATER for any single repair; or
$12,000 for WATER SERVICE LINES for total repairs in any calendar year
Clearing wastewater lines due to clogs caused by tree roots is limited to once per contract year.

C. Exclusions

ALL PLANS: The plans do not cover the closing or repair of internal or external walls, floors, ceilings, or repairing/replacing tiles, wall coverings, cabinets, paneling, wood, stucco, mortar, etc., that were opened in order to make repairs inside the residence. Does not cover opening of walls or ceilings to access pipes obstructed by cabinets, built-ins, etc. Also, does not cover pre-existing damages, new water or wastewater line installations under guarantee or warranty, relocation or alteration of existing water or wastewater lines, repairs and/or replacement of parts damaged directly or indirectly as a result of you or any other party working inside the residence or excavating on your property or in the vicinity of the water or wastewater service line or its associated parts. Connecticut Water will not be liable for any damages incurred due to unmarked private lines or unmarked utilities. Does not cover the thawing of frozen water or wastewater lines, or damages caused by freezing of water or wastewater lines, earthquake, hurricane, volcanic eruption, flooding, main break, landslide, natural disaster, civil disobedience, riot or war. Does not cover improperly installed water or wastewater lines and appurtenances, including buried, non-metallic pipe installed without a tracer wire for location purposes.

Additional exclusions based on the applicable plan:

WATER SERVICE LINE: For water service lines and associated parts, does not include reimbursement for water losses due to leaks. Does not include costs for leak detection by third party. Does not include repairs or any work specifically and solely for the purpose of increasing water pressure or flow to the premises. Does not include any parts not specifically identified as covered. Items such as pressure reducing valves, booster pumps, stop & waste valves,
lawn and/or fire sprinkler systems, etc. are not included in the Plan. Does not include repair of any leaks on main to curb water service lines installed off of private water mains.

IN HOME PLUMBING: Does not include reimbursement for water losses due to leaks. Does not include repairs or any work specifically and solely for the purpose of increasing water pressure or flow to the premises. Does not include any parts not specifically identified as covered. Excludes repairs for 1) mechanical devices such as pressure reducing valves, water treatment equipment or booster pumps, 2) fixtures and appliances, including appliance fill line kits for refrigerator/freezers, coffeemakers, etc., 3) Faucets, shower heads, diverters or hot water tanks/dispensers, 4)running toilet tanks, bowls or inside flush or fill mechanisms, and 5) Outside hose bib faucets inclusive of frost-free hose bib faucets 5) Baseboard or radiant heat Does not include repairs or any work specifically and solely for the purpose of updating non -broken in home water lines to meet code, law or ordinance requirements, unless otherwise covered under the Plan.

WASTEWATER: Does not include repairs for bellies, removal of house traps, or work related to correct pitch issues, blocked vents not accessible thru attics, or any work specifically and solely for the purpose of updating non-blocked or non-broken wastewater lines to meet code, law or ordinance requirements or changes thereto, or for complying with local, city, state or federal agency inspection of your wastewater line, including but not limited to studies completed to discover or estimate the inflow and infiltration into your wastewater line, unless otherwise covered under the Plan. Does not include any parts not specifically identified as covered, such as external wastewater line clean outs, additional waste lines to drywells, wastewater grinders and/or lift pumps. Does not include repairs needed to wastewater lateral connection lines outside of your property boundary.

D. Limitations

Connecticut Water and its agents will not be held liable for any incidental or consequential damages, including damage caused by water service line, in home water system or wastewater line leaks or wastewater backups or for any damages caused to you or your property unless such damage is the direct result of negligence of Connecticut Water or its agents.

Connecticut Water or its agents will not enter an area inside the residence that is found to be potentially unsafe or unsanitary due to water leaks or wastewater backup into basements or other work areas.

All work in relation to this repair plan must be performed by Connecticut Water or its authorized contractor. This plan will not pay for any labor, parts or any other costs for repair or replacement of any covered items performed by any unauthorized parties or any water damage caused by leaks. Any work performed by unauthorized parties will be considered a breach of the terms and conditions of this agreement.

Response time may vary based on several factors, including but not limited to weather conditions, workload, permitting and staffing levels. In most cases, the Company or its agent will dispatch repair crews within 48 hours.

All repair work completed under this plan is guaranteed for a period of six months for failures or defects in material or workmanship.

E. Plan Eligibility

You must own or have a written legal responsibility and authority to provide repairs for the water service line, in home water system or wastewater line (and associated parts) to a residential dwelling served by The Connecticut Water Company or any subsidiary water companies owned by Connecticut Water Service, Inc. You must own the property traversed by the water service line or the wastewater line, or you must show proof of a valid Right of Access that permits access for the repair and/or replacement of the water or wastewater line if it crosses any intervening property. Residential water service lines can be no greater than 1 1/2 “ in diameter and must be less than 250’ from curb to foundation, and commercial or public authority water service lines can be no greater than 2 inches in diameter. All water service lines must conform to the design, operation and maintenance standards of Connecticut Water Service, Inc. subsidiary companies’ Rules and Regulations. Wastewater line can be no greater than 6" in diameter, and must be a standard wastewater line that conforms to applicable plumbing code standards. Water service lines or wastewater lines cannot be installed in the same trench with other underground utilities or under concrete slabs, decks, patios, pools or other structures that would prevent reasonable access for repair purposes. Connecticut Water Service or any of its subsidiary companies reserves the right to deny plan coverage for any reason.

Separate Plan coverage is required for each additional water service line or wastewater line at a premise. Plans are not transferable. Only single family residential homes (condominiums excluded) are eligible for water, wastewater and in home plumbing coverage. Commercial and public authority are only eligible for external water coverage and Multi-family residences are only eligible for external water and external wastewater coverage.

F. Enrollment

Program protection initiates 30 days after your enrollment is received and processed by us. If a Plan lapses, you may re-enroll in the Plan at any time but will be subject to another 30 day waiting period. Connecticut Water reserves the right to make an on-site inspection of your water and/or wastewater lines and associated parts to ensure they are in proper operating condition before accepting any responsibility under the Plan. Your Plan coverage will begin within 30 days as follows based on the form of payment:

Check /money order: After check/money order and enrollment form have been received by Connecticut Water and your check has been cleared by the bank.

Credit Card: After enrollment form has been received by Connecticut Water, your credit card has been validated and payment has been authorized by the bank issuing your card. 

You elect to have the charges added to your periodic (monthly or quarterly) water bill: After receipt of your authorization to enroll in the plan; Note: Any partial payments towards your water bill will be applied first to Linebacker®.

There will be a 4% annual increase in plan cost each January 1st of the subsequent year of enrollment.

G. Cancellation/Termination

You may cancel this repair plan at any time by notifying Connecticut Water in writing at 93 West Main Street, Clinton, CT or by calling 1.888.205.1073. Customers may request a refund of any remaining pro-rated fee based on the number of full months’ coverage remaining (must have at least one full month remaining coverage). Refunds must be requested within 30 days after termination.

Connecticut Water may also terminate this repair plan for non-payment of the fee and reserves the right to terminate this repair plan if Connecticut Water determines that: 

1.) The water service line, in home water system or wastewater line or its associated parts do not conform to applicable Plumbing Code Regulations.

2.) There are unsafe working conditions at the site that the property owner or person responsible for the water service line, in home water system or wastewater line refuses to correct prior to the start of repairs. 

3.) The property owner or person responsible for the water service line, in home water system or wastewater line does not allow or permit the servicing, repair or replacement of any parts necessary to maintain the parts covered. 

4.) There has been a breach of this Agreement by customer. 

5.) We may notify you at the time of the repair that your covered property has a recurrent issue that you need to address. Examples include: improperly disposed items in drains or toilets, recurring sewer back-ups at house traps, etc. If you do not address the issue to our satisfaction, we may cancel your coverage at our discretion and deny future claims connected to the issue identified.

H. Renewals

For those customers who have paid one year in advance, the repair plan is eligible for renewal upon its anniversary date. We will contact you by mail and/or telephone to obtain your authorization to renew the plan. You may elect to renew by paying for the next year by check, money order or credit card, or by having the charges added to your periodic water bills. If you elect to add the charges to your water bill, one-fourth (¼th) of the annual fee for Linebacker® will be added to your quarterly water bill (or one-twelfth (1/12th) of the annual fee to your monthly water bill), and all subsequent water bills. To cancel your plan, please call us at 1-888-205-1073. Information and prices contained on our website are accurate as of 4/1/23 but may be subject to change.

Connecticut Water reserves the right to change the items covered or the price of the repair plan without prior notice.

Effective Date October 17, 2024

A. The Plans 

Includes all parts, material and labor required to repair or replace the following categories of repairs, subject to applicable limitations described in this Agreement:

WATER SERVICE (WS): Leaking underground water service line and associated parts. Includes the repair or replacement of leaking underground water service lines, curb valves, and the first customer shutoff (cellar) valves; non functioning or damaged curb boxes, curb box covers; for customers who have outside meter pits, coverage includes the repair or replacement of leaking or non functioning meter pit valves and non functioning or damaged meter pits and meter pit covers. Connecticut Water or its agent will determine whether to repair or replace any covered parts. Repair or replacement includes excavation, as required, in the area of repair or replacement. Also a one-time restoration of paving by application of temporary patch, and one-time lawn restoration by application of soil and seed in areas disturbed by excavation. Restoration of shrubs, trees or other non-grass vegetative covers as well as restoration of permanent paving or other hard surfaces, such as paving stones, bricks, etc., are the responsibility of the property owner. If additional applications of soil and/or seed are necessary after the first application, that would be the responsibility of the property owner.

IN HOME PLUMBING (IH): Leaking in home water supply system. Includes the repair or replacement of leaking internal permanent water pipes, connecting fittings and valves you own that distribute the incoming water supply throughout your home to fixtures and appliances. The Plan covers from immediately downstream of the first shutoff (cellar) valve up to and including the shut off valve exterior to each fixture and appliance, exclusive of any fixture or appliance.

WASTEWATER (WW): Broken, clogged or blocked wastewater drainage lines inside your residence and from the exterior foundation of the residence to either the property line at the street if served by a public sewer system or to the septic tank inlet if served by an individual septic system. Connecticut Water or its agent will determine whether to repair or replace any covered parts. Repair or replacement includes excavation, as required, in the area of repair or replacement. The Plan also includes, as required, the one-time restoration of paving by application of temporary patch, and one-time lawn restoration by application of soil and seed in areas disturbed by excavation. Restoration of shrubs, trees or other non-grass vegetative covers as well as restoration of permanent paving or other hard surfaces, such as paving stones, bricks, etc. are the responsibility of the property owner. If additional applications of soil and/or seed are necessary after the first application, that would be the responsibility of the property owner.

B. Coverage Limits and Service Fees:

The customer is required to pay a $75 Service Fee plus tax for each call out for IN HOME PLUMBING or WASTEWATER repairs. There is no Service Fee for any repairs needed to the items covered in the Water Service line. The customer will be billed and agrees to pay the Company within 30 days of the invoice date listed on any invoice sent to the customer for the additional cost incurred by Connecticut Water or its agents that exceeds:

$2,000 for IN HOME PLUMBING for any single repair;
$6,000 for WASTEWATER for any single repair; or
$12,000 for WATER SERVICE LINES for total repairs in any calendar year
Clearing wastewater lines due to clogs caused by tree roots is limited to once per contract year.

C. Exclusions

ALL PLANS: The plans do not cover the closing or repair of internal or external walls, floors, ceilings, or repairing/replacing tiles, wallcoverings, cabinets, paneling, wood, stucco, mortar, etc., that were opened in order to make repairs inside the residence. Also, does not cover pre-existing damages, new water or wastewater line installations under guarantee or warranty, relocation or alteration of existing water or wastewater lines, repairs and/or replacement of parts damaged directly or indirectly as a result of you or any other party working inside the residence or excavating on your property or in the vicinity of the wastewater service line or its associated parts. Does not cover repairs under concrete slabs or other structures that prevent reasonable access, the thawing of frozen water or wastewater lines, or damages caused by freezing of water or wastewater lines, earthquake, hurricane, volcanic eruption, flooding, main break, landslide, natural disaster, civil disobedience, riot or war. Does not cover improperly installed water or wastewater lines and appurtenances, including buried, non-metallic pipe installed without a tracer wire for location purposes. . Any associated turn-on or turn-off charges from your local water or sewer utility are also the property owner’s responsibility.

Additional exclusions based on the applicable plan:

WATER SERVICE LINE: For water service lines and associated parts, does not include reimbursement for water losses due to leaks. Does not include repairs or any work specifically and solely for the purpose of increasing water pressure or flow to the premises. Does not include any parts not specifically identified as covered. Items such as pressure reducing valves, booster pumps, stop & waste valves, lawn and/or fire sprinkler systems, etc. are not included in the Plan. Does not include repair of any leaks on main to curb water service lines installed off of private water mains.

IN HOME PLUMBING: Does not include reimbursement for water losses due to leaks. Does not include repairs or any work specifically and solely for the purpose of increasing water pressure or flow to the premises. Does not include any parts not specifically identified as covered. Excludes repairs for 1) mechanical devices such as pressure reducing valves, water treatment equipment or booster pumps, 2) fixtures and appliances, including appliance fill line kits for refrigerator/freezers, coffeemakers, etc., 3) Faucets, showerheads, diverters or hot water tanks/dispensers, 4) running toilet tanks, bowls or inside flush or fill mechanisms, and 5) Outside hose bib faucets inclusive of frost-free hose bib faucets Does not include repairs or any work specifically and solely for the purpose of updating non-broken in home water lines to meet code, law or ordinance requirements, unless otherwise covered under the Plan.

WASTEWATER: Does not include repairs or bellies, removal of house traps, or work related to correct pitch issues, blocked vents not accessible thru attics, or any work specifically and solely for the purpose of updating non-blocked or non-broken wastewater lines to meet code, law or ordinance requirements or changes thereto, or for complying with local, city, state or federal agency inspection of your wastewater line, including but not limited to studies completed to discover or estimate the inflow and infiltration into your wastewater line, unless otherwise covered under the Plan. Does not include any parts not specifically identified as covered, such as external wastewater line clean outs, additional waste lines to drywells, wastewater grinders and/or lift pumps. Does not include repairs needed to wastewater lateral connection lines outside of your property boundary.

D. Limitations

Connecticut Water and its agents will not be held liable for any incidental or consequential damages, including damage caused by water service line, in home water system or wastewater line leaks or wastewater backups or for any damages caused to you or your property unless such damage is the direct result of negligence of Connecticut Water or its agents.

Connecticut Water or its agents will not enter an area inside the residence that is found to be potentially unsafe or unsanitary due to water leaks or wastewater backup into basements or other work areas.

All work in relation to this repair plan must be performed by Connecticut Water or its authorized contractor. This plan will not pay for any labor, parts or any other costs for repair or replacement of any covered items performed by any unauthorized parties or any water damage caused by leaks. Any work performed by unauthorized parties will be considered a breach of the terms and conditions of this agreement.

All repair work completed under this plan is guaranteed for a period of six months for failures or defects in material or workmanship.

E. Plan Eligibility

You must own or have a written legal responsibility and authority to provide repairs for the water service line, in home water system or wastewater line (and associated parts) to a residential dwelling covered by your plan. You must own the property traversed by the water service line or the wastewater line, or you must show proof of a valid Right of Access that permits access for the repair and/or replacement of the water or wastewater line if it crosses any intervening property. Residential water service lines can be no greater than 1 1/2 “ in diameter, and must be less than 250’ from curb to foundations, commercial or public authority water service lines can be no greater than 2 inches in diameter. All water service lines must conform to the design, operation and maintenance standards of your local water utility. Wastewater line can be no greater than 6" in diameter, and must be a standard wastewater line that conforms to applicable plumbing code standards. Water service lines or wastewater lines cannot be installed in the same trench with other underground utilities or under concrete slabs, decks, patios, pools or other structures that would prevent reasonable access for repair purposes. Connecticut Water Service or any of its subsidiary companies reserves the right to deny plan coverage for any reason.

Separate Plan coverage is required for each additional water service line or wastewater line at a premise. Plans are not transferable.
Only single family residential homes (condominium units excluded) are eligible for water, wastewater and in home plumbing coverage. Multi-family dwellings are only eligible for external water service line coverage.

F. Enrollment

Program protection initiates 30 days after your enrollment and payment is received and processed by us. If a Plan lapses, you may re-enroll in the Plan at any time but will be subject to another 30 day waiting period. Connecticut Water reserves the right to make an on-site inspection of your water and/or wastewater lines and associated parts to ensure they are in proper operating condition before accepting any responsibility under the Plan. Your Plan coverage will begin 30 days after we receive your payment. There will be a 4% annual increase in plan cost each January 1st of the subsequent year of enrollment.

G. Cancellation/Termination

You may cancel this repair plan at any time by notifying Connecticut Water in writing at 93 West Main Street, Clinton, CT or by calling 1.888.205.1073. Customers may request a refund of any remaining pro-rated fee based on the number of full months’ coverage remaining (must have at least one full month remaining coverage). Refunds must be requested within 30 days after termination.

Connecticut Water may also terminate this repair plan for non-payment of the fee and reserves the right to terminate this repair plan if Connecticut Water determines that:

1.) The water service line, in home water system or wastewater line or its associated parts do not conform to applicable Plumbing Code Regulations.

2.) There are unsafe working conditions at the site that the property owner or person responsible for the water service line, in home water system or wastewater line refuses to correct prior to the start of repairs.

3.) The property owner or person responsible for the water service line, in home water system or wastewater line does not allow or permit the servicing, repair or replacement of any parts necessary to maintain the parts covered.

4.) There has been a breach of this agreement by the customer.

H. Renewals

You will receive an invoice for the renewal payment before your term expires. If you have elected an electronic billing option, your plan will be automatically renewed at the renewal payment rate unless you notify us that you wish to cancel the plan. To cancel your plan, please call us at 1-888-488-1419. Information and prices contained in this document are accurate as of 8/01/15, but may be subject to change. If you have not elected an electronic billing option, you may continue your plan by paying the renewal amount before your term expires. If we fail to receive your payment for any reason before your term expires, your plan automatically terminates as of the end of your term. Connecticut Water reserves the right to change the items covered or the price of the repair plan upon 30 days prior notice or for any renewal term.