Cancellation Policy

1. Introduction

SM INDIA SOLUTIONS ("SMIS", "Company", "we", "us", or "our") provides a digital platform through which customers can request and book security guards and related security services for hourly, daily, monthly, permanent, corporate, and other approved service requirements.

This Cancellation Policy explains when a customer may cancel a booking, how cancellation charges may apply, and how eligible refunds are processed.

By placing a booking through the SMIS platform, the customer agrees to this Cancellation Policy along with the applicable Terms & Conditions and Privacy Policy.

2. Booking Cancellation by Customer

Customers may request cancellation through the SMIS website or mobile application, subject to the status of the booking.

Cancellation eligibility may depend on:

Booking status
Time remaining before service commencement
Whether a guard has accepted the booking
Whether the guard has started travelling to the service location
Whether the service has already started
Actual service hours already completed
Applicable payment gateway charges
Special or corporate booking terms

3. Recommended Cancellation Structure

The following cancellation structure may be implemented by SMIS:

Cancellation Stage	Recommended Refund
Before guard acceptance	100% of eligible amount*
After guard acceptance but before travel	Up to 90%
After guard has started travelling	Up to 50% of eligible unused amount
After guard reaches location but service has not started	Subject to review
After service has started	Generally no refund for completed service
Customer no-show	Refund may be unavailable or limited
Guard/service provider cancels	Replacement, rescheduling, or eligible refund

*Payment gateway, transaction, or other non-refundable third-party charges may be deducted where applicable.

Important: The final percentages, deductions, and refund timelines should be configured by SMIS management before production launch.

4. Cancellation Before Guard Acceptance

If the customer cancels a booking before any guard/service provider has accepted it:

The customer may be eligible for a full refund.
Applicable non-refundable payment gateway or transaction charges may be deducted.
The booking will be marked as Cancelled by Customer.
The refund request will be initiated through the payment system.

5. Cancellation After Guard Acceptance

If a guard has accepted the booking but the customer cancels before the guard begins travelling:

A cancellation charge may apply.
The customer may receive up to 90% of the eligible refundable amount.
The exact amount may depend on the booking type and applicable cancellation rules.

6. Cancellation After Guard Has Started Travelling

If the guard has already started travelling toward the customer's service location:

The customer may receive only a partial refund.
Up to 50% of the eligible unused booking amount may be refundable.
Travel-related costs or applicable cancellation charges may be deducted.
SMIS may review exceptional circumstances individually.

7. Cancellation After Service Commencement

Once the security guard has reached the designated location and the service has started:

Charges for services already provided are generally non-refundable.
For partially completed bookings, only the unused portion may be considered for a refund.
Any refund will be calculated according to the applicable booking and cancellation rules.

8. Customer No-Show

If the customer or authorized representative is unavailable at the agreed service location or does not provide access/instructions required for the service:

The booking may be treated as a Customer No-Show.
The customer may not be entitled to a full refund.
Travel expenses, minimum service charges, or cancellation charges may apply.

9. Cancellation by Guard or Service Provider

If the assigned guard becomes unavailable or cancels the booking, SMIS may attempt to:

Assign another suitable guard;
Offer an alternative service time;
Reschedule the booking; or
Provide an eligible refund if a replacement cannot be arranged.

No customer cancellation penalty should normally be applied when the cancellation is caused by SMIS or the assigned guard, subject to the circumstances of the case.

10. SMIS-Initiated Cancellation

SMIS may cancel a booking because of:

Guard unavailability
Verification/KYC issues
Safety concerns
Incorrect booking information
Service-location restrictions
Payment failure
Suspected fraud or misuse
Legal or regulatory requirements
Operational limitations
Force majeure or emergency situations

Where appropriate, the customer will be notified and an eligible refund or alternative arrangement may be provided.

11. Partial-Service Cancellation

For bookings where the service has already started and is subsequently cancelled, the refund calculation may consider:

Total booking amount
Service hours/days already completed
Remaining unused service period
Applicable cancellation charges
Travel charges, where applicable
Taxes and payment processing charges

The final refund amount will be determined according to the applicable booking rules.

12. Hourly Bookings

For 1-hour, 2-hour, or 3-hour bookings:

Cancellation before guard acceptance may qualify for a full eligible refund.
Cancellation after acceptance may attract a cancellation charge.
Cancellation after service commencement may generally be non-refundable for completed hours.
Unused service time may be reviewed where applicable.

13. Daily Bookings

For 1-day, 2-day, or 3-day bookings:

Cancellation before assignment may qualify for an eligible refund.
Cancellation after assignment may attract applicable charges.
Completed service days are generally non-refundable.
Any unused days may be considered for refund according to the applicable policy.

14. Monthly and Permanent Guard Services

Monthly, permanent, long-term, and contractual security services may be governed by separate:

Service agreements
Work orders
Corporate contracts
Employment/service terms
Notice periods
Payment schedules

Cancellation and termination conditions for such services may differ from short-duration bookings.

Where a separate written agreement exists, that agreement will govern the applicable cancellation and termination terms.

15. Corporate and Bulk Bookings

Corporate clients, organizations, events, construction projects, residential societies, and other bulk customers may have customized cancellation conditions.

These conditions may include:

Minimum notice period
Minimum booking commitment
Cancellation charges
Guard replacement charges
Administrative charges
Contract termination provisions
Non-refundable advance payments

The applicable corporate agreement or work order will prevail where separate terms have been agreed.

16. Payment Gateway and Transaction Charges

Where a refund is approved, SMIS may deduct applicable non-refundable charges imposed by:

Payment gateway providers
Banks
Wallet providers
Other third-party payment processors

Any applicable deductions should be displayed to the customer wherever technically possible.

17. Refund Processing

Once a refund is approved:

The refund will normally be initiated to the original payment method.
Processing time may depend on the payment gateway and customer's bank.
SMIS may display the refund status inside the customer's account.
Customers may receive a confirmation notification/email when the refund is initiated.

Recommended platform configuration: Allow approximately 5-7 business days for the refund to reflect after SMIS initiates it, subject to payment provider and banking timelines.

18. Failed or Duplicate Payments

If a customer is charged due to:

Duplicate payment
Payment failure with successful bank debit
Technical error
System error

SMIS will review the transaction and, where a refund is applicable, initiate the refund through the appropriate payment channel.

19. Cancellation Request Process

Customers should cancel bookings through:

App → My Bookings → Select Booking → Cancel Booking → Select Reason → Confirm Cancellation

The system should display:

Booking ID
Booking date and time
Service type
Cancellation reason
Applicable cancellation charge
Estimated refund
Refund method
Confirmation message

20. Cancellation Reasons

The application may provide predefined cancellation reasons such as:

Change of plans
Service no longer required
Wrong booking details
Guard not suitable
Guard delayed
Guard did not arrive
Emergency situation
Duplicate booking
Pricing issue
Other

An "Other" option should allow the customer to provide additional details.

21. Emergency Cancellation

SMIS may consider exceptional cancellation requests involving genuine emergencies or circumstances beyond the customer's reasonable control.

Such requests may be reviewed on a case-by-case basis and may require supporting information.

Approval of an exceptional refund is at the discretion of SMIS, subject to applicable law and contractual terms.

22. Cancellation Due to Force Majeure

SMIS will not be responsible for cancellation or inability to provide services caused by circumstances beyond reasonable control, including:

Natural disasters
Severe weather
Government restrictions
Civil disturbance
War or similar events
Major transportation disruption
Public emergencies
Other unforeseen circumstances

Where practical, SMIS may offer rescheduling, replacement service, credit, or refund according to the circumstances.

23. Fraudulent or Abusive Cancellation Activity

SMIS may investigate repeated or suspicious cancellation activity.

The Company may restrict, suspend, or terminate accounts involved in:

Fraudulent bookings
Payment abuse
Repeated false complaints
Manipulation of refund processes
Misuse of promotional offers
Unauthorized use of payment methods

Any action will be subject to applicable law and the SMIS Terms & Conditions.

24. Promotional Offers and Coupons

Bookings made using promotional codes, discounts, credits, or special offers may be subject to additional cancellation and refund conditions.

The original promotional benefit may not be refundable or reinstated after cancellation unless specifically stated in the applicable offer.

25. Taxes and Refunds

Where applicable, taxes may be treated according to the nature of the transaction and applicable tax rules.

26. Disputes Regarding Cancellation

If a customer disagrees with a cancellation charge or refund decision, the customer may contact SMIS customer support.

The customer should provide:

Booking ID
Registered mobile number/email
Cancellation date and time
Payment reference, if available
Reason for dispute
Supporting information, if applicable

SMIS will review the matter and communicate its decision.

27. Policy Changes

SMIS may update this Cancellation Policy from time to time.

Changes may be published on the website or application. The updated policy will become effective from the date specified in the revised policy.

Customers should review the applicable cancellation terms before confirming a booking.

28. Contact Us

For cancellation, refund, or booking-related assistance:

SM INDIA SOLUTIONS (SMIS)
138, First Floor, Sheopur Road,
Pratap Nagar, Gaushala, Sanganer,
Jaipur, Rajasthan - 302033

Phone:9461470865
Email: smindiasolutionsm01@gmail.com
Website: www.smindiasolutions.com

29. Customer Acceptance

By confirming a booking through the SMIS website or mobile application, the customer acknowledges that they have read and agreed to the applicable Cancellation Policy.

OUR AIM IS YOUR SAFETY