Questions and Answers
Questions
How do I pay for my SmartWater Security System?
When can I expect delivery?
What are the terms of the Money Back Guarantee?
I need some more SmartWater Solution. How much will additional solution cost me?
I have replaced my vehicle and wondered how I go about getting a new vehicle kit?
How many free replacement vehicle kits can I have?
I will soon be moving house. Can I get new Window Warning labels for my new house?
What happens if I sell an item which I have marked with SmartWater?
Can I buy window Warning Labels or Property Stickers?
Why can’t I buy Window Labels?
I have replaced my windows. Can I have more Warning Labels?
Can I buy additional solution for my holiday cottage?
Is there any limit on the number of additional solutions I can buy?
What happens at the end of the year?
What happens if I wish to discontinue my licence?
Answers
How do I pay for my SmartWater Security System?
Payment can be made by Credit cards: MasterCard, Visa, via our online shop alternatively, we accept PayPal and can also accept payment over the telephone or cheque. Please call Customer Services on 1300 543211.
When can I expect delivery?
Within 7-14 days of confirmation of cleared funds.
What are the terms of the Money Back Guarantee?
The SmartWater Money Back Guarantee
We know that SmartWater works as a deterrent to all would-be burglars, so we back our claim with a Money Back Guarantee. As long as you display the SmartWater warning labels in a prominent position and your licence fee is up to date at the time of the burglary, we will refund an amount equivalent to your paid annual licence fee.†
†Terms & Conditions apply
The terms and conditions which apply to the Money Back Guarantee are contained within your licence agreement and are as follows:
If having purchased the Product and acquired the Licence, the Buyer’s "home" at the address stated in the Order is subsequently burgled, or any vehicle which the Buyer has marked with the Product is stolen and not recovered, the Buyer shall be entitled to claim the applicable amount detailed below by writing to the Seller, subject to the following conditions:
The Licence acquired from the Seller is current, the Buyer is in full compliance with these Conditions and the Licence Fee has been paid up to date at the time of the burglary or theft; the Promotional Materials were prominently displayed at the time of the burglary or theft according to the Seller’s applicable instructions, guidance notes and conditions of use stated from time to time; and the Buyer provides a Police Crime incident number which correctly relates to the Buyer and the applicable burglary or theft.
The amount which the Buyer shall be entitled to claim under the Money Back Guarantee described above, shall be either the then current annual Licence Fee or the total payments which the Buyer has made to the Seller during the 12 months preceding the burglary or theft, whichever is the lesser amount. If the Buyer has acquired a lifetime Licence, the lifetime Licence Fee paid by the Buyer (if the burglary or theft occurs within the "first" 12 months of acquiring the lifetime Licence) or (if the burglary or theft occurs more than 12 months after acquiring the lifetime Licence) either the then current annual Licence Fee or the total payments which the Buyer has made to the Seller during the 12 months preceding the burglary or theft, whichever is the lesser amount.
If the Buyer’s claim under the Money Back Guarantee described above is successful, the applicable amount shall be paid to the Buyer by cheque which shall be sent to the Buyer within 30 days of such claim succeeding.
For the avoidance of doubt, the Licence and the Buyer’s obligations under the Licence and the Contract (including payment obligations) will continue in force notwithstanding any claim the Buyer makes under the Money Back Guarantee.
The money back guarantee refers to domestic dwellings only and does not apply to discounted schemes or commercial contracts.
I need some more SmartWater Solution. How much will additional solution cost me?
We recognise that each year you will have new items in your house. You are entitled to one free 10ml bottle of SmartWater from year 3 of your licence. We provide this to you on request only. For costs of any additional solution you wish to order please visit the shop.
I have replaced my vehicle and wondered how I go about getting a new vehicle kit?
Please send us a copy of the Registration papers for your new vehicle along with a covering letter detailing the change. Providing your current Smart Forensics Licence is up to date we will supply you with a free replacement commercial vehicle kit. If the new vehicle is already SmartWater protected then it will be transferred and a new certificate issued.
I have replaced my vehicle and wondered how I go about getting a new vehicle kit?
Please send us a copy of the Registration papers for your new vehicle along with a covering letter detailing the change. Providing your current SmartWater Licence is up to date we will supply you with a free replacement commercial vehicle kit. If the new vehicle is already SmartWater protected then it will be transferred and a new certificate issued.
How many free replacement vehicle kits can I have?
Licence holders are allowed a maximum of 1 free replacement Vehicle Kit.
I will soon be moving house. Can I get new Window Warning labels for my new house?
Provided that you send us your old warning labels and your licence subscriptions are up to date, we will send you new labels free of charge. All you need do is enclose your old warning labels and provide details of both the old & new addresses together with your SmartWater ID/Membership Number (if known). We also require proof of address for your new house (i.e. a utility bill).
What happens if I sell an item which I have marked with SmartWater?
This is not a problem. Simply make a note of the item you have sold and the person you sold it to. You should also provide a receipt for the buyer, so they have proof that they have bought the item. Even if the new owner does not choose to SmartWater the item, your code will help Police track down the owner should the goods be stolen and later recovered.
Can I buy window Warning Labels or Property Stickers?
Under normal circumstances, you may only obtain additional labels if you purchase additional kits. Provision of additional labels is carefully controlled and monitored. We would not normally provide any additional stickers. However, if you have special requirement for additional stickers, please contact Customer Services on 1300 543211.
Why can’t I buy Window Labels?
The SmartWater Home & Possessions Security System comes with four Warning Labels. You need to use these at the front and rear entrances of the property. The additional two Warning Labels may be used on e.g. French Doors, additional windows. Provision of additional labels is carefully controlled and monitored. We would not normally provide any additional stickers. However, if you have special requirement for additional stickers, please contact Customer Services on 1300 543211.
I have replaced my windows. Can I have more Warning Labels?
Yes, if you have replaced your windows, we can provide additional SmartWater warning labels free of charge provided you send a copy of the appropriate invoice to show that you have replaced your window(s).
Can I buy additional solution for my holiday cottage?
No, you cannot buy additional solution, as each address must have its own unique forensic code / licence. However, you can buy a new system which will have its own unique licence and code. The owner will be cross referenced on the database.
Is there any limit on the number of additional solutions I can buy?
No, but the Company reserves the right not to supply if, doing so would, in the Companies opinion, be in breach of the licence granted.
What happens at the end of the year?
Your licence continues and we will automatically bill you for following years until you notify us in writing.
Where possible payment will be collected by direct debit. If you purchased online then payment will be collected using your previously supplied details, providing they are still up to date. Alternatively we will contact you in writing inviting you to renew your licence. To make a payment please call us on 1300 543211. You are entitled to one free 10ml bottle of SmartWater - from year 3 of your licence. You will need to request this at renewal if you have any new items to be protected.
What happens if I wish to discontinue my licence?
We trust that you find the deterrent power and peace of mind that SmartWater offers good reason to maintain your licence. We invite you to have another look around our website to remind you of the real deterrent benefits of SmartWater. Please note that having purchased a SmartWater Licence, you must pay your full licence fee or continue to make payments until the end of the year. If however, you really must discontinue, we will ask you, in accordance with the terms of the licence, to remove the Warning Labels from your windows/doors and your details will be removed from the National Security Register from your next licence anniversary date. The company has a policy of randomly checking the display of warning labels for existing and former licensees.
