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Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains the rules applicable to cancellation of security guard bookings and refunds processed through the SM INDIA SOLUTIONS ("SMIS") website, mobile application and related Platform.

By making a booking through the Platform, the customer agrees to this Refund & Cancellation Policy along with the applicable Terms & Conditions and Privacy Policy.

2. Types of Bookings

This policy may apply to:

  • Hourly bookings
    • 1-hour bookings
    • 2-hour bookings
    • 3-hour bookings
  • Daily bookings
    • 1-day bookings
    • 2-day bookings
    • 3-day bookings
  • Monthly bookings
  • Long-term/permanent security arrangements
  • Corporate/bulk bookings
  • Event security bookings

The Platform is designed to support hourly, daily and monthly security service bookings.

3. Customer Cancellation Before Guard Acceptance

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

  • Recommended Refund: 100% of the eligible booking amount, after deduction of any non-refundable payment gateway or transaction charges, where applicable.

The final refund amount will be determined according to the payment and cancellation rules displayed at the time of booking.

4. Cancellation After Guard Acceptance

If the customer cancels after the guard has accepted the booking but before the guard has started travelling to the service location:

  • Recommended Refund: 90% of the eligible booking amount.
  • A cancellation/service processing charge of up to 10% may apply.

5. Cancellation After Guard Has Started Travelling

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

  • Recommended Refund: Up to 50% of the eligible unused booking amount.
  • Travel/service-related charges may be deducted where applicable.

6. Cancellation After Service Has Started

Once the security service has started, the amount corresponding to the service already provided may generally be non-refundable.

For unused service time, SMIS may evaluate the refund request based on:

  • Actual service duration
  • Booking type
  • Cancellation reason
  • Attendance records
  • Guard travel status
  • Applicable charges
  • Special booking terms

7. No-Show by Customer

If the customer is unavailable at the agreed service location or otherwise prevents the guard from starting an accepted booking, the booking may be treated as a customer no-show.

In such cases, refund eligibility may be limited or unavailable.

SMIS may review exceptional circumstances on a case-by-case basis.

8. Guard Cancellation / Guard Unavailability

If a confirmed guard becomes unavailable before the service begins, SMIS may attempt to:

  • Provide a replacement guard
  • Reschedule the service
  • Offer another available service provider
  • Provide an eligible refund where replacement is not possible

Where SMIS is unable to provide the confirmed service and no acceptable replacement or rescheduling is agreed, the customer may be eligible for a refund of the affected booking amount.

9. Service Not Provided

If the customer has made payment but the booked service is not provided due to reasons attributable to SMIS or the assigned service provider, SMIS may provide:

  • Replacement service
  • Rescheduling
  • Partial refund
  • Full refund

The appropriate resolution will depend on the circumstances of the booking.

10. Partial Service

If only part of a booked service is completed, the refund may be calculated based on:

Amount Paid − Value of Service Already Provided − Applicable Charges = Eligible Refund

Attendance/check-in and check-out records may be used when determining the actual service duration.

11. Monthly Security Services

Monthly bookings and long-term/permanent security arrangements may have separate cancellation and refund terms.

Where a separate written contract or service agreement exists, the cancellation and payment provisions of that agreement may apply.

Monthly services may involve:

  • Monthly salary/service charges
  • Deployment commitments
  • Replacement arrangements
  • Attendance records
  • Overtime
  • Contract periods
  • Renewal terms

12. Corporate and Bulk Bookings

Corporate, event and bulk bookings may have separate cancellation terms because they can involve multiple guards, locations, shifts and long-term commitments.

For corporate bookings, the applicable:

  • Work Order
  • Purchase Order
  • Service Agreement
  • Contract
  • Booking confirmation
  • Commercial terms

may specify different cancellation and refund conditions.

13. Payment Gateway Charges

Payments may be processed through third-party payment gateways.

Any payment gateway, transaction, processing or other third-party charges may be non-refundable where permitted by the applicable provider's terms.

The Platform proposal specifically provides for online payment, refund management and invoice generation, while payment gateway charges may be charged separately by the payment provider.

14. Refund Eligibility

A refund request may be considered where:

  • Booking was cancelled within the applicable cancellation period.
  • Service could not be provided.
  • Duplicate payment was made.
  • An authorized payment reversal is required.
  • SMIS approves a refund following a complaint/dispute.
  • A technical/payment error resulted in an incorrect charge.

Refunds are subject to verification of the transaction and booking records.

15. Non-Refundable Situations

A refund may not be available where:

  • The service has already been fully completed.
  • The customer has used the full booked duration.
  • The customer intentionally provided incorrect booking information.
  • The customer failed to provide access to the service location.
  • The customer requested an unlawful or prohibited service.
  • The cancellation occurs after the applicable cancellation period.
  • The payment was already refunded or reversed.
  • A separate corporate/contractual agreement excludes the refund.
  • Fraudulent activity or payment misuse is identified.

16. Duplicate Payment

If a customer is charged more than once for the same booking due to a verified technical/payment issue, the duplicate eligible amount may be refunded after transaction verification.

The customer may be required to provide the relevant transaction/reference details.

17. Failed Payment

If a payment is marked as failed but the customer's bank/payment provider has nevertheless debited the amount, the transaction may be subject to reconciliation between the payment gateway, bank and Platform.

The refund timeline may depend on the payment gateway and banking system.

18. Refund Request Process

Customers may request a refund through:

  • App
  • Website
  • Customer support
  • Booking/complaint section
  • Registered email

The customer should provide:

  • Booking ID
  • Registered mobile number/email
  • Payment transaction/reference number, where available
  • Reason for refund
  • Supporting information, if required

SMIS may investigate the booking before approving or rejecting a refund request.

19. Refund Processing Time

Once a refund is approved, SMIS will initiate the refund through the applicable payment method or payment provider.

Recommended processing timeline: Refund initiation within 5–7 business days after approval.

The actual time for the amount to appear in the customer's account may depend on the bank, card issuer, UPI provider, wallet provider or payment gateway.

20. Refund Method

Where technically possible, refunds will be processed to the original payment source.

For example:

  • Card payment → Original card/payment source
  • UPI → Original eligible UPI/payment source
  • Net banking → Original payment source
  • Wallet → Applicable wallet/payment source

Alternative refund methods may be used where necessary and legally permissible.

21. Disputed Transactions

If a customer disputes a transaction, SMIS may investigate:

  • Booking records
  • Payment records
  • Attendance records
  • Guard acceptance
  • Service status
  • Cancellation time
  • Communication records
  • Other relevant information

The Platform supports complaint and dispute management for service and payment issues.

22. Fraudulent Refund Claims

SMIS may reject or investigate refund requests where there is reasonable evidence of:

  • Fraud
  • False claims
  • Payment manipulation
  • Fake documents
  • Multiple refund attempts
  • Account misuse
  • Unauthorized use of another person's payment method

Repeated fraudulent claims may result in account suspension or termination.

23. Promotional Discounts and Coupons

If a booking was made using:

  • Promotional discounts
  • Coupons
  • Cashback
  • Referral benefits
  • Special offers

the refund may be calculated based on the actual amount paid and the applicable promotional terms.

Promotional benefits may not be refundable as cash unless specifically stated.

24. Taxes and Charges

Where applicable, refunds may be subject to adjustment of:

  • Taxes
  • Platform/service fees
  • Payment processing charges
  • Cancellation charges
  • Other applicable charges

The final refund amount will be calculated according to the applicable transaction and service terms.

25. Emergency or Exceptional Circumstances

SMIS may review exceptional cancellation/refund requests involving circumstances such as:

  • Natural disasters
  • Government restrictions
  • Major service disruption
  • Serious safety concerns
  • Other circumstances beyond reasonable control

Such cases will be evaluated individually.

26. Force Majeure

SMIS shall not be responsible for service delays or failures caused by circumstances beyond reasonable control, including natural disasters, strikes, government actions, major technical failures or other force majeure events.

The underlying project agreement also recognizes such circumstances as force majeure events.

27. Changes to This Policy

SMIS may update this Refund & Cancellation Policy from time to time.

The updated policy will be published on the website/application with the latest revision date.

The cancellation and refund terms applicable to a booking will generally be those displayed or agreed at the time of booking, subject to applicable law and contractual terms.

28. Contact for Refund Requests

For refund-related questions or requests:

SM INDIA SOLUTIONS
Website: www.smindiasolutions.com
Email: smindiasolutionsm01@gmail.com
Mobile: 9461470865

Office Address:
138, First Floor, Sheopur Road,
Pratap Nagar, Gaushala, Sanganer,
Jaipur, Rajasthan - 302033, India.

29. Customer Acceptance

By making a booking or payment through the SMIS Platform, the customer confirms that they have read and understood this Refund & Cancellation Policy and agree to the applicable cancellation and refund terms.