MyCPAU User Agreement

MyCPAU is a third-party online customer service portal available to City of Palo Alto Utilities customers (“customer” or “you”) at no charge, subject to the terms below and the privacy policy available at https://MyCPAU.CityofPaloAlto.org//Portal/PrivacyPolicy.aspx. Your use of these web services is voluntary, and does not affect the provision of utilities services from the City of Palo Alto (“City”) or your responsibility to promptly pay your utilities bill. If you have questions regarding your utilities bill, or these Terms and Conditions, you may call Utilities Customer Service at 650-329-2161, email utilitiescustomerservice@cityofpaloalto.org, or visit the Utilities Customer Services counter located at City Hall, 250 Hamilton Avenue, Palo Alto, CA 94301.

Please Read Carefully Before Continuing.

THE CITY OF PALO ALTO REQUIRES THAT YOU READ, UNDERSTAND, AND AGREE TO THE FOLLOWING TERMS AND CONDITIONS FOR THE USE OF THIS WEB SERVICE BEFORE YOU MAY USE IT. YOUR USE OF THIS SITE CONSTITUTES ACCEPTANCE OF THESE TERMS.

1. By using MyCPAU (“the Service” or “Site”) linked to customer’s City utilities account, customers may access the following online features:

• The “My Account" module allows utility customers to manage their profile, communication preferences, and contact information in the web portal. Customers can see all their accounts in a single sign-on view and set preferences for each account.
• The Usage module provides utility customers with visibility into their energy and water usage and charges, using chart displays for different periods. Customers can view and download up to three years of history, if available, for charges, invoices, payments, and usage.
• The Billing module allows utility customers to manage billing and payments functions online. See Section 2 below for more information about online billing functions.
• The Notifications module provides a central view of all notifications exchanged between a customer and the City related to customer’s utilities account, and will allow customers to respond to a notification.
• The Outages module directs customers to the City’s Utilities Outages webpage where customers can report an outage by phone and use the online “Power Outage Map” to view the status of current power outages by zip code.
• The Contact Us module provides a single-click option for a customer to submit a message to Utilities Customer Service.
• The Service module enables customers to enter, log, and schedule the date for customer service move out requests.
• The Efficiency module displays the utility energy efficiency and water conservation programs, rebates and savings tips with ability for the customer to easily view and enroll these programs using any device (desktop, tablet, smartphone).

The contents of this Site are intended for the personal, noncommercial use of customers and visitors to the site. The City of Palo Alto grants customers the limited right to display proprietary materials obtained through this Site only on customer’s personal devices and to copy and download, print, and store the proprietary materials for customer’s personal, noncommercial use. Customer agrees not to use the proprietary materials for any other purpose, including publication, or to edit, alter, or enhance them, without prior written consent of the City of Palo Alto.

2. Online Payment of Utilities Bills

• By using the billing module on this Site, you agree to pay the amount due toward your City of Palo Alto utilities bill. This Site handles payments only for the City of Palo Alto Utilities department, and applies only to the utilities account number linked by a customer to MyCPAU.
• It is the customer’s responsibility to ensure the payment processing date for customer’s selected payment method falls on or before the bill due date to avoid a late charge.
• The online payment Site is committed to protecting your privacy. Security measures for this site have been taken to protect against loss, misuse or alteration of the information you provide; and industry standard encryption methods are used to assure security. Nevertheless, it is crucial that, as a user, you protect against unauthorized access to your password and to your computer and that you always sign off when you are finished with using a shared computer. Because no system is impenetrable, it is your responsibility to diligently monitor your credit card statements, bank statements and similar personal information to promptly discover and address any misuse of your personal information. You must immediately notify the City of Palo Alto Utilities Customer Service of any unauthorized use of your password or account or any other breach of security.
• Disclaimers: Online payments will be accepted 24 hours a day, except during system downtime, which includes both scheduled maintenance and unplanned system unavailability. Use of this Service to submit payment constitutes acknowledgement that the City of Palo Alto and the processor of electronic payments assume no responsibility for data entered by customers. All credit card transactions are subject to approval. If a charge transaction is declined, the customer bill remains unpaid and may accrue penalties as set forth in Utilities Rule and Regulation 11 (Billing, Adjustments, and Payment of Bills). You understand and agree that the use of this Site to initiate a utility bill payment does not alter or extend any payment deadlines. Applicable penalties or fees may accrue from failure to pay on time, regardless of the reason for that failure. The process for customers to dispute a bill is set forth in Utilities Rule and Regulation 11.

3. In consideration of your use of this Site, you agree to provide true, accurate, and current information. You will not use, nor permit others to use, this Site or any City of Palo Alto Utilities Department services provided through this Site in a manner or for a purpose contrary to these Terms of Use. If using a customer account or login, you are responsible for all activities that occur under your password or account, and you agree to keep your password(s) confidential. The customer is responsible for updating MyCPAU to reflect account changes such as new payment methods, user contact information, and authorized guest users. If you provide any information that is untrue, inaccurate, or not current, or if the City of Palo Alto has reasonable grounds to believe or suspect that such information is untrue, inaccurate, or not current, the City of Palo Alto has the right to terminate your use of any services on this Site.

4. You understand and agree that the City of Palo Alto reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, any services provided on this Site and any terms or conditions of use with or without notice. Additionally, you understand and agree that the City of Palo Alto may, under certain circumstances and without prior notice, immediately terminate your access to this Site for cause. Cause for immediate termination will include, but not be limited to, (a) breaches or violations of this User Agreement or other incorporated agreements or guidelines, (b) requests by law enforcement or other government agencies, (c) discontinuance of services or content modifications to this Site, (d) technical problems or errors.

5. Customers may deactivate their MyCPAU customer portal account at any time by contacting Utilities Customer Service. Deactivating MyCPAU will not affect the provision of utilities services to your linked utilities account, and the customer remains responsible for all charges incurred, regardless of whether utilities usage data or bills are accessed through MyCPAU.

6. THE CITY OF PALO ALTO MAKES NO GUARANTEES, PROMISES, OR WARRANTIES REGARDING THE ACCURACY OF INFORMATION AND DATA PROVIDED BY ANY PART OF THIS SITE. YOU AGREE AND UNDERSTAND THAT THE INFORMATION AND DATA ON THIS SITE ARE BEING PROVIDED “AS-IS” WITHOUT WARRANTY OF ANY KIND AND THAT THE INFORMATION AND DATA MAY BE SUBJECT TO ERRORS AND OMISSIONS. TO THE EXTENT PERMITTED BY LAW, THE CITY OF PALO ALTO DISCLAIMS ALL WARRANTIES, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, ACCURACY AND FITNESS FOR A PARTICULAR PURPOSE AND NON–INFRINGEMENT. THE USER ACKNOWLEDGES AND AGREES THAT NEITHER THE CITY OF PALO ALTO NOR ANY OTHER GOVERNMENTAL AGENCY, ENTITY OR BODY NOR ANY VENDOR OR SERVICE RELATING IN ANY WAY TO OUR ONLINE EFFORTS IS OR WILL BE LIABLE IN ANY WAY WHATSOEVER FOR THE ACCURACY OR VALIDITY OF THE INFORMATION PROVIDED.

7. In no event will the City of Palo Alto, or any other governmental agency, entity or body or any vendor or service provider associated with any of our online efforts be liable for damages of any nature based on any theory of liability, including, but not limited to, contract, negligence or other torts (including intentional torts), which may include, but is not limited to, damages for loss of property, loss of profits, lost, compromised or impaired claims, lost savings, lost fees, or any other damages whatsoever, arising out of or relating to in any way to the use of this Site. Accordingly, you acknowledge and understand that you use this Site at your own risk and that your agreement to this Section is a material inducement to the City of Palo Alto’s decision to make this Site available for your use.

8. The City shall not be deemed to have waived any of its rights or remedies outlined herein unless such waiver is in writing and signed by an authorized representative of the City. No delay or omission on the part of the City in exercising any rights or remedies shall operate as a waiver of these or any other rights or remedies. A waiver on any one occasion shall not be construed as a bar or waiver of any future rights or remedies.

9. In agreeing to these Terms and Conditions, customers acknowledge and understand that this is the entire agreement between you and the City of Palo Alto related to the Service. Customers further acknowledge and understand that their utilities services are provided by the City of Palo Alto through its Utilities Department in accordance with applicable state and federal laws, the City of Palo Alto Municipal Code, the Utilities Department Rules and Regulations, and all other applicable City regulations, standards, and policies. This Agreement will be governed by the laws of the State of California. In the event that an action is brought, the parties agree that trial of such action will be vested exclusively in the state courts of California in the County of Santa Clara, State of California.

YOU SHOULD PRINT AND RETAIN THIS DOCUMENT FOR SAFEKEEPING AND REFERENCE AT ANY TIME DURING USAGE OF THE SERVICE.

Date last modified: November 27, 2019