Questions
Section One - What is SmartWater?
Section Two - Membership Queries
Section Three - Payment Queries
Section Four - Discounts
Section Five - Delivery and Lead Time
Section Six - Application Queries
Section Seven - Additional Solution
Section Eight - Additional Deterrent Stickers
Section Nine – Registration Details / Renewal
Section Ten - Any Other Questions
Answers
Section One - What is SmartWater?
How does SmartWater work?
SmartWater is a forensic liquid that assigns your valuables with their own unique forensic code, allowing them to be traced back to you. Because the Police regularly check for SmartWater and actively raise awareness of it, SmartWater is known throughout the criminal fraternity. Because of SmartWater’s infrastructure within Police Authorities criminals will statistically avoid anything that bares our logo and will not risk challenging our 100% conviction rate. By displaying SmartWater deterrent stickers on your windows and doors you are sending out a powerful warning to any would-be thieves.
How can property be traced back to me?
Your SmartWater forensic solution carries a chemical code which is unique to you – we never make the same SmartWater code twice. The SmartWater chemical code within your solution, together with your name and address details, are stored on our off-line secure database, which is maintained to the highest international standards of ISO27001. Should any of your valuables be stolen and subsequently recovered by the Police, our forensic scientists can analyse traces of SmartWater on the item to identify the chemical code. This is then checked against our database thus establishing its true owner.
What sort of items can you mark with SmartWater?
SmartWater is a generic system and can be used to code virtually any household item – from a wedding ring to an LCD TV to a lawnmower.
Can SmartWater be used outdoors?
Yes. SmartWater is extremely robust and is able to withstand long term direct exposure to sunlight. SmartWater’s Home and Possessions system comes with a 5 year warranty when used on any outdoor items. Please make sure you carefully read the Application Guidelines supplied with your SmartWater system.
Why can’t I just use a UV pen to mark my property?
Unlike SmartWater, UV pens do not offer a secure solution for marking property and have two major flaws. Firstly UV pens can only be used if there is a suitable surface area on which to write your details, which is problematic for jewellery and other small items. Secondly, there is nothing to stop a thief from striking through a postcode or any other identifying markings with another UV pen, thus erasing any link back to the true owner.
Section Two - Membership Queries
Why do I have to pay an annual Membership, why can’t I simply buy a pot of SmartWater like other similar systems?
By signing up to SmartWater you are not purchasing a product, you are becoming a member of SmartWater’s crime prevention network - the fastest growing criminal deterrent programme in the UK. The value of SmartWater lies within its power as a deterrent. Traceability is something that criminals hate as they know that Police are checking property for SmartWater, therefore they’ll give anything protected a wide berth. Academic research carried out on over 100 criminals revealed that 74% said they would not break into a building if a SmartWater deterrent label was on display.
Ensuring that SmartWater remains as an effective deterrent in the minds of criminals across the UK is a continual process. Your Membership fee helps to fund ongoing Police training, support services, and criminal awareness programmes in your area that reinforce the SmartWater deterrent. SmartWater have teams of former Police Officers working in partnership with the Police on covert operations, stop and searches, as well as Police-led raids and operations to further support this. All these activities will continue, 365 days a year, every year – so whenever criminals see the SmartWater sticker in your window, they will think twice.
Why do I need a separate Membership for my vehicle?
The SmartWater solution used in our Vehicle systems is different to that used in our Home and Possessions systems. It is even more hardwearing and suitable for long term outdoor use. More importantly, as the SmartWater will be unique for that vehicle we are able to record specific vehicle information such as make, model, chassis number etc. Furthermore, if the vehicle is sold then the new owner has the option of taking on our service and as a Member you have the option of receiving a complimentary SmartWater kit for your replacement vehicle.
What is the benefit of using SmartWater’s Vehicle system when my car or motorcycle is already registered with the DVLA?
It’s important to remember the main benefit of using SmartWater is to deter in the first place. Even so, many vehicles are stolen for cloning purposes and resold as an entirely different vehicle. Chassis numbers and registration plates can be changed, but SmartWater is virtually impossible to remove - thus helping the Police trace the vehicle’s history.
Section Three - Payment Queries
How do I pay for my SmartWater Membership?
The easiest way to order and pay for your SmartWater Membership is by Direct Debit, which can be done on SmartWater’s web shop. Payment can also be made by the following debit or credit cards: MasterCard, Visa, Delta, Visa Electron, Solo or Maestro.
Alternatively, if you prefer to speak to one of our Membership Advisors we can take payment over the telephone. Please call Customer Services on 0800 521 669.
Why do I have to pay the first year up front and not on a monthly Direct Debit?
Monthly Direct Debits incur further processing, which in turn means further costs which we would unfortunately have to pass on to our customers. An annual payment allows us to keep the price of SmartWater as low as possible.
I am unable to pay the full amount of my annual licence. Can I pay half now and the rest on Direct Debit?
Unfortunately due to the processes involved payment can only be accepted in full.
Section Four - Discounts
If I order more than one product do I receive a discount?
Unfortunately SmartWater does not offer multi-buy discounts at the present time.
Do I get a discount if I introduce a friend or relative to SmartWater?
Unfortunately SmartWater does not currently offer a discount for introducing new members.
Which Insurers can offer 10% discount?
It is always worth mentioning to your Insurer that you are covered by SmartWater as a discount may be offered. We have negotiated a guaranteed 10% discount with a specialist broker. More information can be found on the SmartWater website. This offer is subject to terms and conditions.
Section Five - Delivery and Lead Time
How will I receive my SmartWater system and how long will it take to be dispatched?
SmartWater’s 1-4 Bedroom systems will be dispatched by Royal Mail 1st class service and will fit through a typical letter box. A 1-4 Bedroom system with UV accessories or a 5+ Bedroom system will be dispatched via Business Post, and will require a signature upon delivery. Credit Card orders will be dispatched within 7-14 working days. Direct Debit orders will be dispatched within 28 days.
Once I receive my SmartWater system, can I return it and get a full refund?
If you have made a purchase and changed your mind, providing the package remains unopened and is in resalable condition, it can be returned within 14 days of receipt for a full refund. The cost of the return will not be refunded.
Section Six - Application Queries
How much SmartWater should I apply to my valuables?
We recommend a single brush stroke of SmartWater in an inconspicuous area of your property, for example in the nooks and crannies, or over any vents or grills. Try to avoid any smooth surfaces. For larger valuables, such as lawnmowers, we recommend marking several sections of the item. Please make sure you carefully read the Application Guidelines supplied with your SmartWater system.
Can SmartWater withstand routine cleaning?
Yes. SmartWater has been designed to withstand routine cleaning, so you will not need to reapply any solution after cleaning. Please make sure you carefully read the Application Guidelines supplied with your SmartWater system.
Does SmartWater contain DNA?
No, SmartWater is made from metal-based inert chemical compounds, making it significantly more robust that DNA. By its very nature, DNA is extremely fragile and can be easily removed using basic household cleaning products and is destroyed under short term exposure to UV light. This makes DNA unsuitable for long term property coding.
What happens if I get SmartWater on my skin during application, will it come off? Is SmartWater toxic?
The SmartWater used for our Home and Possessions Memberships is a water-based liquid and is completely non-hazardous. The SmartWater solution used in our vehicle Memberships is a solvent based solution and is classed as an irritant, however because of the small quantities involved it is quite safe to use provided a few careful steps are followed. Full health and safety guidelines are provided with each system ordered.
Will SmartWater transfer on to my hands when I am handling my coded property?
No, once SmartWater has been applied to an item and it has dried, it will not transfer. The SmartWater supplied in your Home and Possessions / Vehicle Coding Systems is permanent and therefore not designed to be removed. Please be sure to follow the health and safety instructions contained within your Application Guidelines.
Can I mark my exotic animals, pets or livestock?
No. Although classified as non-hazardous, due to health and safety reasons SmartWater cannot be used for this purpose. Please be sure to read the health and safety instructions contained within your Application Guidelines.
What is the shelf life of SmartWater Forensic Solution?
Once applied, SmartWater is permanent and comes with a 5 year warranty. However, when in liquid form (i.e. still in the bottle) the shelf life is as follows; Home and Possessions Solution has a shelf life of 2 years from the date on manufacture, whilst Vehicle Coding has a 12 month shelf life from the date of manufacture. A use by date will be printed on the bottle.
Can the solution wear off on, for example, Jewellery?
Once an item has been coded with SmartWater and the solution has dried it will harden, making it extremely difficult to remove. Minimal wear may occur on some items such as jewellery, in which case you may wish to reapply SmartWater periodically (approximately every 5 years). If you are concerned that wear may have occurred, then simply check for traces of SmartWater on the item using a UV light source. If SmartWater is still present it will fluoresce green / yellow.
Do I need to let SmartWater Technology Ltd know which items I have marked?
No, SmartWater Technology Ltd does not need to know which assets you have marked, although we do recommend that you keep a list for your own records.
Section Seven - Additional Solution
How do I get more SmartWater solution to mark newly bought items?
(Available to Membership holders only) We recognise that each year you will have new items in your house. SmartWater Membership holders are entitled to one free bottle of SmartWater solution each year from year 2 of your Membership. We provide this to you on request only. Please call Customer Services on 0800 521 669.
I need additional solution now and cannot wait for my annual renewal. How much will additional solution cost?
(Available to Membership holders only) Additional SmartWater can be purchased directly from SmartWater by existing Members only. A bottle of supplementary solution is charged at £30 per bottle, including P&P and VAT. Additional deterrent signage is not included.
Is there any limit on the number of additional solutions I can buy?
(Available to Membership holders only) No, but the Company reserves the right not to supply if, in the Company’s opinion, doing so would be in breach of the Membership granted with regards to SmartWater’s Terms and Conditions.
Can I buy additional solution and use it at a second home or a holiday cottage?
No, each unique forensic code can only be registered to one property purely for evidential purposes. For each additional property a new SmartWater Membership will be required and with this you will be supplied with a new unique forensic code.
Section Eight - Additional Deterrent Stickers
I will soon be moving house. Can I get new Window Warning Labels for my new house?
(Available to Membership holders only) Yes, Membership holders are entitled to new Window Warning Labels, which will be posted out to you free of charge. You need to write to us with details of your old and new addresses and your SmartWater ID / Membership Number (if known). We also require proof of address for your new house (i.e. a utility bill). We would also ask that you remove the Window Warning Labels from your existing property.
Can I buy Window Warning Labels or Property Stickers?
(Available to Membership holders only) Under normal circumstances, Members may only obtain additional labels if you purchase additional solution. Provision of additional labels is carefully controlled and monitored. However, if you have a special requirement for additional stickers, please contact our Customer Services Department on 0800 521 669.
Why can’t I buy Window Labels?
(Available to Membership holders only) Our SmartWater Home and Possessions Systems come with the appropriate number Warning Labels for the system you have ordered. You need to use these at prominent positions around your property e.g. the front and rear entrances of the property. Any additional Warning Labels may be used, for example, on French doors or additional windows. Provision of additional labels is carefully controlled and monitored. We would not normally provide any additional stickers. However, any Membership holders that have special requirement for additional stickers are requested to contact Customer Services on 0800 521 669.
I have replaced my windows. Can I have more Warning Labels?
(Available to Membership holders only) Yes, if you have replaced your windows and hold full SmartWater Membership, we can provide additional SmartWater Warning Labels free of charge. Labels will be sent upon receipt of the appropriate invoice to show that you have replaced your window(s).
Section Nine – Registration Details / Renewal
I have replaced my vehicle and wondered how I go about getting a new vehicle kit?
(Available to Membership holders only) Please send us a copy of the V5/Logbook for your new vehicle along with a covering letter detailing the change (please include your name, address and telephone number).
Providing your SmartWater Membership is up to date, we will supply you with a free replacement Vehicle System. Administrative costs are also free of charge to SmartWater Members. If the new vehicle is already SmartWater protected then it will be transferred to you and a new certificate issued.
How many free replacement vehicle kits can I have?
(Available to Membership holders only) Members are allowed a maximum of 1 free replacement Vehicle Kit each year for their new vehicle.
I have purchased a vehicle already protected by SmartWater, how do I transfer the registration to me and become a member?
Simply contact us by email or phone and request a vehicle transfer form. This can be emailed or posted out to you. Once returned along with a copy of your V5/Logbook and the necessary checks have been completed we will send you a Certificate of Registration for you to keep for your records.
What happens if I move house?
(Available to Membership holders only) Administrative costs to update your records are free of charge to SmartWater Members. You will need to write to us with details of your old and new addresses and your SmartWater ID / Membership Number (if known). Alternatively please log on to the Members area of the SmartWater website and access your account information to update your address details. We would also ask that you remove the Window Warning Labels from your old property and we will send you new labels free of charge for your new home.
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 have 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 register the SmartWater protected item, your code will help Police track down the owner should the goods be stolen and later recovered. A purchase receipt document can be downloaded free of charge from the SmartWater Members area of the SmartWater website.
What happens at the end of the year?
Your Membership continues until you notify us in writing; where possible payment will be collected by Direct Debit. If you have 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 Membership. To make a payment please call us on 0800 521 669. You are entitled to one free bottle of SmartWater each year from year 2 of your Membership. You will need to request this at the point of renewal.
Section Ten - Any Other Questions
What happens if I wish to discontinue my Membership?
We trust that you find the deterrent power and peace of mind that SmartWater offers good reason to maintain your Membership. 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 Membership you must pay your Membership fee for the year in full. If however, you really must discontinue, we will ask you, in accordance with the terms of the membership, to remove ALL SmartWater Warning Labels and signs from your property and your details will be removed from the National Security Register from your next membership anniversary date. The company has a policy of randomly checking the display of Warning Labels for existing and former Membership Holders.
I have heard that my neighbour / friend / relative have received free or discounted SmartWater. Why is this and how do I get some?
These SmartWater systems are purchased by Local Authorities or Police Organisations as part of Crime Prevention Initiatives to reduce burglaries and crime in an area of their designation. The distribution of these SmartWater kits is strictly controlled by the parties involved and not by SmartWater.
What is the procedure if I was unfortunate enough to get burgled?
You must report it to the Police in the usual way and be sure to tell them that your valuables are marked with SmartWater. Then inform SmartWater’s Customer Services Department.
How do I know if the Police in my area are using SmartWater and if there have been any convictions?
Remember that SmartWater is first and foremost a deterrent. Any convictions that have been achieved will most likely be a part of targeted Police-led covert operations, designed to capture repeat offenders. The Police will only allow certain information to be made available to the public. Where permission has been granted to do this, you will find the information in the ‘News In Your Area’ section on the Members Area of the SmartWater website.