This Contact & Communications Policy (“Policy”) is issued by and constitutes a legally binding agreement governing all communications between Lock & Road Pro Services LLC (“Company,” “we,” “us,” or “our”) and any individual or entity (“Client,” “Customer,” “User,” or “you”). By contacting, communicating with, receiving communications from, or interacting with the Company in any manner, you acknowledge and agree to be bound by this Policy to the fullest extent permitted by applicable law.

This Policy applies universally and without exception.

I. Scope of Communications Covered

This Policy governs all forms of communication, including but not limited to:

• Phone calls, whether live or recorded
• Text messages, SMS, MMS, and messaging platforms
• Emails and electronic correspondence
• Website forms, portals, and intake systems
• Dispatch communications
• Communications with technicians, employees, contractors, or representative
• Voicemails
• Social media messages, comments, or direct messages
• Third-party or representative communications
• In-person verbal interactions

This Policy applies regardless of whether communication occurs before, during, or after services, and regardless of whether communication is initiated by the client, a representative, or a third party acting on the client’s behalf.

II. Professional Conduct Requirement

All communications with the Company must remain professional, lawful, respectful, and non-abusive.

The Company maintains a zero-tolerance standard for conduct that is threatening, harassing, intimidating, abusive, discriminatory, or demeaning toward any Company employee, technician, dispatcher, contractor, representative, or agent.

This standard applies equally across all roles, all departments, and all communication channels, without exception.

III. Prohibited Conduct

The following conduct is strictly prohibited and will not be taken lightly, including but not limited to:

• Threats of harm, violence, retaliation, or coercion
• Aggressive, hostile, or intimidating behavior
• Derogatory, belittling, or demeaning remarks directed at Company personnel
• Profanity, obscene language, or abusive statements, including expressions such as “f*** you” or similar hostile remarks
• Harassment, stalking, or repeated unwanted contact
• Discriminatory language or personal attacks
• Abusive language in private messages, dispatch lines, recorded calls, or written communications
• Hostile or threatening behavior during on-site service visits
• Attempts to bypass Company systems in order to contact, pressure, or target employees or technicians directly

Prohibited conduct applies to all communications, including but not limited to personal messages to employees, dispatch communications, phone conversations, text messages, emails, and any communication relayed through Company staff.

IV. Recording, Documentation, and Evidence

To the fullest extent permitted by law, the Company reserves the right to:

• Record phone calls
• Retain text messages, emails, and written communications
• Document incidents involving abusive, threatening, or inappropriate conduct
• Preserve communications and records for operational, safety, legal, or enforcement purposes

All records may be used to enforce Company policies, terminate services, deny future service, support civil claims, or assist legal or law enforcement actions.

V. Law Enforcement and Legal Escalation

The Company reserves the right, at its sole discretion and to the fullest extent permitted by law, to involve law enforcement, legal counsel, or other appropriate authorities when communications or conduct are deemed threatening, harassing, abusive, intimidating, or otherwise unlawful.

This includes, but is not limited to:

• Threats of violence, harm, or retaliation
• Aggressive or hostile behavior toward employees, technicians, dispatchers, or representatives
• Derogatory, demeaning, or belittling remarks directed at Company personnel
• Profane, obscene, or abusive language
• Repeated unwanted contact, harassment, or intimidation
• Any conduct reasonably perceived as unsafe, threatening, or coercive

This applies to all communication channels, including phone calls, text messages, emails, dispatch lines, personal or direct messages to staff, in-person interactions, and any communication relayed through Company personnel.

The Company may preserve, document, and disclose communications, recordings, messages, or related evidence to law enforcement or legal counsel as necessary to protect Company personnel, operations, property, or legal interests.

Nothing in this Policy limits the Company’s right to pursue civil remedies, criminal complaints, protective orders, or other legal actions where conduct warrants such escalation.

VI. Enforcement Actions

Violations of this Policy may result in immediate action, including but not limited to:

• Suspension or termination of services
• Cancellation of memberships or plans without refund, where permitted by governing policies
• Refusal of future service
• Restriction or termination of communication channels
• Escalation to Company management and legal counsel
• Documentation for legal or regulatory purposes

The Company is under no obligation to continue communication or service with individuals who violate this Policy.

VII. Relationship to Other Governing Policies

This Policy operates in conjunction with and is incorporated into the Company’s:

• Policies & Terms – Master Notice
• Privacy Policy
• Acceptable Use Policy
• Customer Accounts & Portal Use Policy
• Memberships – Master Policy
• Pricing & Payment Policy
• Emergency Services Notice
• Work Order & Service Authorization Agreement

In the event of conflict, the most restrictive provision in favor of the Company shall control, unless prohibited by law.

VIII. Limitation of Liability

To the fullest extent permitted by law, the Company shall not be liable for service delays, refusals, cancellations, or damages arising from enforcement of this Policy or from actions taken to protect personnel or operations.

IX. Modification and Severability

The Company may modify this Policy as permitted by law. Continued communication or engagement constitutes acceptance of any revised version.

If any provision is found unenforceable, the remaining provisions shall remain in full force and effect.

X. Governing Law and Venue

This Policy is governed by the laws of the state in which the Company is organized, without regard to conflict-of-law principles.

Venue shall be exclusive to courts of competent jurisdiction therein.

XI. Final Authority Statement

This Policy establishes mandatory standards for communications and conduct and exists to protect Company personnel, systems, and operations. Violations are treated as serious matters and may result in immediate enforcement or legal escalation.