Terms & Conditions

1. Introduction

Welcome to SM INDIA SOLUTIONS ("SMIS", "Company", "we", "us", or "our").

These Terms & Conditions ("Terms", "Terms and Conditions") govern your access to and use of the SM INDIA SOLUTIONS website, mobile applications, platform, and related security guard booking services ("Platform").

By registering, accessing, browsing, booking, providing services through, or otherwise using the Platform, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree with these Terms, you should not use the Platform.

2. About the Platform

SM INDIA SOLUTIONS operates a digital platform designed to facilitate the discovery, booking, management, and payment of security guard and related security personnel services.

The Platform may support:

• Hourly security guard bookings
• 1-hour, 2-hour and 3-hour bookings
• Daily bookings
• 1-day, 2-day and 3-day bookings
• Monthly security guard requirements
• Long-term/permanent guard requirements
• Event and corporate security requirements
• Residential and commercial security requirements
• Guard availability management
• Online payments
• Booking and invoice management
• Attendance and duty-hour tracking
• Ratings and reviews
• Complaints and dispute management

The Platform may connect customers with registered security personnel/service providers and provide administrative tools for managing such services.

3. Definitions

For the purpose of these Terms:

• "Customer" means an individual, business, organization, society, company, or other entity using the Platform to request or book security services.
• "Guard" or "Security Professional" means an individual or service provider registered on the Platform to provide security-related services.
• "Booking" means a request made through the Platform for security services.
• "Platform" means the SMIS website, mobile applications, software, APIs, dashboards and related digital services.
• "Service Provider" means a security guard or other approved service provider available through the Platform.
• "Admin" means an authorized representative of SM INDIA SOLUTIONS managing the Platform.
• "Booking Amount" means the amount payable for a selected security service.
• "Commission" means the platform/service commission applicable to a booking.

4. Eligibility

You must provide accurate information while creating an account.

Customers must:

• Provide correct name and contact information.
• Provide accurate booking information.
• Provide a valid service location.
• Provide accurate service requirements.
• Complete required verification where applicable.
• Make payments through approved payment methods.

Guards must:

• Provide accurate personal and professional information.
• Submit required KYC documents.
• Provide truthful experience and qualification information.
• Maintain accurate availability.
• Follow applicable laws and professional requirements.

The Platform may restrict, suspend, reject, or terminate an account where information is false, misleading, fraudulent, incomplete, or otherwise inappropriate.

5. Account Registration

Users may be required to register using:

• Mobile number OTP verification
• Email address
• Password
• Other authentication methods supported by the Platform

The Platform may also support optional social login where technically available.

Users are responsible for maintaining the confidentiality of their login credentials.

You must immediately notify SMIS if you believe that your account has been accessed without authorization.

6. Customer Responsibilities

Customers agree to:

1. Provide accurate booking details.
2. Provide the correct service address.
3. Specify the required date and time.
4. Clearly communicate special requirements.
5. Provide a safe working environment for the assigned guard.
6. Make all applicable payments on time.
7. Treat guards/service providers respectfully.
8. Not request illegal or unauthorized activities.
9. Not misuse the Platform.
10. Not provide false information or documents.

The customer must not use the security service for any unlawful purpose.

7. Guard / Service Provider Responsibilities

Registered guards and service providers agree to:

1. Provide accurate registration and KYC information.
2. Maintain truthful professional profiles.
3. Maintain accurate availability.
4. Accept only assignments they are capable and legally permitted to perform.
5. Report for accepted assignments on time.
6. Follow applicable safety and professional standards.
7. Perform duties professionally.
8. Record attendance/check-in/check-out where required.
9. Notify the Platform of service-related problems.
10. Maintain confidentiality regarding customer information.
11. Not misuse customer information.
12. Not engage in unlawful activities while providing services.

Guard registration may require personal details, experience, skills, service locations, availability and payment information, while KYC may include government ID, address proof, police verification where required, training/experience certificates and other applicable documents.

8. KYC and Verification

SMIS may require customers, guards, or corporate users to submit verification documents.

For guards, verification may include:

• Government-issued identification
• Address proof
• Police verification where applicable
• Security training certificate
• Experience certificate
• Applicable licence/certification
• Photograph
• Other documents required by SMIS

Verification status may include:

• Pending
• Under Review
• Approved
• Rejected
• Re-upload Required

9. Booking Services

Customers may select services based on available options displayed on the Platform.

The booking process may include:

1. Select service type.
2. Select duration.
3. Enter service location.
4. Select date and time.
5. View available guards.
6. Select a suitable guard/service provider.
7. Review booking details.
8. Complete payment where required.
9. Receive booking confirmation.

Booking information may include customer, guard, service type, duration, date, time, location, total amount, commission, payment status and booking status.

10. Booking Status

A booking may move through different statuses, including:

• Pending
• Guard Request Sent
• Accepted
• Rejected
• Confirmed
• Guard On The Way
• Service Started
• Service In Progress
• Completed
• Cancelled
• Disputed

Actual status availability may depend on the service type and Platform configuration.

11. Guard Acceptance and Assignment

Submitting a booking request does not necessarily guarantee that a particular guard will accept or complete the assignment.

A guard may accept or reject a job request based on availability and other applicable factors.

SMIS may, where necessary, assign or change a guard in accordance with operational requirements.

The admin system is designed to support viewing bookings, assigning guards, changing guards, cancelling bookings, updating booking status and handling disputes.

12. Service Location

Customers are responsible for providing an accurate service location.

The customer must ensure that the location is reasonably safe and accessible for the assigned guard.

The Platform may use location/GPS functionality for service-related purposes, including check-in, check-out, attendance and service tracking where enabled.

13. Duty Hours and Attendance

Where attendance tracking is enabled, the Platform may record:

• Check-in time
• Check-out time
• Duty duration
• GPS/location information
• Service start time
• Service completion time

Actual service duration may be calculated based on recorded attendance and Platform rules.

Users must not attempt to manipulate attendance, GPS information, check-in, check-out, or duty records.

14. Pricing

Pricing may vary according to:

• Service type
• Hourly/daily/monthly requirement
• Guard category
• Location
• Duration
• Demand
• Peak periods
• Special requirements
• Corporate requirements
• Other applicable service charges

The Platform may support configurable hourly, daily and monthly pricing, including guard-specific, service-category and location-based pricing.

The final price displayed during booking should be reviewed by the customer before payment.

15. Platform Commission and Service Charges

SMIS may charge a platform commission or service fee.

The applicable commission/service fee may be calculated as a percentage or fixed amount according to the applicable pricing configuration.

For example:

Customer Payment − Platform Commission = Guard/Service Provider Earnings

The exact applicable amount will be displayed or communicated through the Platform where applicable.

16. Payments

The Platform may support payment methods including:

• UPI
• Debit Card
• Credit Card
• Net Banking
• Wallets
• Other supported payment methods

The Platform may support advance payment, full payment, payment status tracking, refunds and invoice generation. Payment gateway charges may be separately applicable.

Users must not use fraudulent payment methods or attempt to circumvent Platform payment systems.

17. Payment Gateway

Payments may be processed through third-party payment gateways.

SMIS does not control the internal processing systems of third-party payment providers.

Payment processing may therefore be subject to the payment provider's terms, policies, security procedures and technical availability.

18. Invoices and Payment Records

Where applicable, the Platform may generate digital invoices and payment records.

Corporate customers may receive booking-level or monthly invoices depending on the applicable service arrangement.

Users should retain invoices and payment records for their own records.

19. Cancellation

A booking may be cancelled subject to the cancellation rules applicable to that booking.

Cancellation charges, refund eligibility, refund amount and applicable timelines may depend on:

• Time of cancellation
• Service type
• Booking duration
• Booking status
• Whether the guard has started travelling
• Whether the service has started
• Special/corporate contract terms

The applicable cancellation and refund policy should be displayed to the customer before or during confirmation wherever technically possible.

20. Refunds

Where a refund is approved, the refund may be processed through the original payment method or another method permitted by the payment provider.

Third-party payment gateway processing times may affect the time required for a refund to appear in the customer's account.

No refund will be guaranteed where the applicable booking terms do not provide refund eligibility.

21. Customer and Guard Ratings

Customers may be permitted to rate and review guards after completion of a service.

Ratings may consider factors such as:

• Professionalism
• Punctuality
• Behaviour
• Service quality

Users must provide honest and reasonable feedback.

Reviews must not contain:

• Threats
• Abusive language
• False allegations
• Hate speech
• Personal information
• Illegal content
• Misleading information

SMIS may remove content that violates Platform policies.

22. Complaints and Disputes

Users and guards may submit complaints relating to:

• Service issues
• Payment issues
• Guard issues
• Customer issues
• Booking issues
• Emergency situations
• Other Platform-related matters

The Platform's admin system may allow complaints to be reviewed, assigned, investigated, updated and resolved.

SMIS may request supporting information from the parties involved before reaching an operational decision.

23. Emergency Situations

The Platform is not intended to replace police, ambulance, fire, medical, or other emergency services.

In an immediate emergency or threat to life or property, users should contact the appropriate emergency authorities first.

Users should not instruct guards to perform activities that are illegal, unsafe, or outside their lawful authority.

24. Prohibited Activities

Users must not:

• Use the Platform for illegal activities.
• Submit false documents.
• Create fraudulent accounts.
• Impersonate another person.
• Misuse another user's information.
• Manipulate bookings or payments.
• Manipulate attendance/GPS records.
• Harass guards, customers, or staff.
• Attempt unauthorized access to Platform systems.
• Introduce malicious software.
• Scrape or copy Platform data without authorization.
• Use the Platform to arrange unlawful security activities.
• Circumvent Platform fees or payment systems.

Violation may result in suspension or termination of the account.

25. Corporate and Bulk Bookings

Corporate customers may request multiple guards, different guard categories, multiple locations, shifts, long-term contracts and other specialized requirements.

Corporate registration may require:

• Company/business details
• Authorized person details
• Contact information
• GST/tax information where applicable
• Company documents
• KYC documents
• Work orders/purchase orders
• Signed agreements

Corporate customers may be subject to separate commercial agreements.

26. Long-Term and Permanent Services

Long-term or permanent security requirements may be governed by a separate agreement between the customer and SMIS/service provider.

Such agreements may specify:

• Number of guards
• Deployment locations
• Contract period
• Shifts
• Monthly charges
• Overtime
• Replacement arrangements
• Attendance requirements
• Service records
• Renewal terms

Where a separate written agreement exists, its specific commercial terms may apply to the relevant service.

27. Availability

Guard availability displayed on the Platform may change at any time.

A guard shown as available is not necessarily guaranteed until the booking has been accepted and confirmed.

The Platform may display guard availability based on information provided by guards and operational system records.

28. Platform Availability

SMIS will make reasonable efforts to keep the Platform available and functional.

However, temporary interruption may occur because of:

• Maintenance
• Software updates
• Server issues
• Internet/network failures
• Payment gateway failures
• Third-party service failures
• Cybersecurity incidents
• Government actions
• Natural disasters
• Other circumstances beyond reasonable control

29. Third-Party Services

The Platform may integrate third-party services such as:

• Payment gateways
• Maps/location services
• SMS providers
• WhatsApp services
• Cloud hosting
• Email services
• Identity/verification services
• Apple App Store
• Google Play Store

Third-party services may have their own terms and privacy policies.

Third-party charges may apply separately where applicable.

30. Intellectual Property

All Platform software, branding, logos, designs, text, graphics, interfaces, databases and other proprietary materials belonging to SMIS remain the property of SMIS or its respective licensors unless otherwise stated.

Users may not copy, reproduce, modify, distribute, reverse engineer, sell, license, or commercially exploit Platform materials without prior written authorization.

Customer-owned content and information remain the property of the customer, subject to the rights necessary for providing Platform services.

31. Confidentiality

Users must maintain the confidentiality of information obtained through the Platform.

Customers and guards must not disclose confidential information relating to:

• Customers
• Guards
• Business operations
• Security arrangements
• Service locations
• Access procedures
• Corporate information
• Personal information

The underlying proposal also requires confidential business information, strategies and trade secrets to be kept confidential.

32. Privacy and Personal Data

Use of personal information through the Platform is governed by the SMIS Privacy Policy.

The Platform may process information necessary for registration, KYC, bookings, payments, service delivery, attendance, communications, security and dispute management.

SMIS will implement appropriate privacy and security measures in accordance with applicable law.

Users should review the Privacy Policy before using the Platform.

33. Limitation of Liability

To the maximum extent permitted by applicable law, SMIS shall not be liable for indirect, incidental, special, consequential or loss-of-profit damages arising from use of the Platform.

SMIS is a technology-enabled service platform and cannot guarantee that every guard will meet every customer's expectations.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

The final liability clause should be reviewed and approved by legal counsel before production launch.

34. Indemnification

To the extent permitted by applicable law, users agree to indemnify and hold harmless SMIS, its directors, employees, representatives and service partners from claims, losses, liabilities, damages, costs or expenses arising from:

• Violation of these Terms
• False information
• Misuse of the Platform
• Illegal activities
• Breach of applicable law
• Misuse of another person's information
• Unauthorized use of the Platform

35. Account Suspension and Termination

SMIS may suspend, restrict or terminate an account where it reasonably believes that:

• The user violated these Terms.
• False information was provided.
• Fraudulent activity occurred.
• Payment abuse occurred.
• KYC requirements were violated.
• The Platform was misused.
• The user created a security or safety risk.
• Applicable law or regulatory requirements were violated.

Users may also request account closure subject to outstanding bookings, payments, disputes, legal obligations and applicable data-retention requirements.

36. Force Majeure

SMIS shall not be responsible for delays or failures caused by circumstances beyond reasonable control, including:

• Natural disasters
• Floods
• Fire
• Epidemics/pandemics
• Strikes
• Government actions
• Civil disturbances
• War
• Internet/network failures
• Major technical failures
• Third-party service failures

The underlying project agreement similarly recognizes force majeure events such as natural disasters, strikes and government actions.

37. Changes to Services

SMIS may modify, update, suspend or discontinue Platform features or services from time to time.

Changes may include:

• New features
• Removal of features
• Pricing changes
• Service categories
• Booking options
• Payment methods
• Verification procedures
• Technical requirements

Material changes to these Terms may be communicated through the Platform or other appropriate channels.

38. Changes to These Terms

SMIS may update these Terms from time to time.

The updated version will be published on the website/application with an updated "Last Updated" date.

Continued use of the Platform after the updated Terms become effective constitutes acceptance of the revised Terms, subject to applicable law.

39. Governing Law

These Terms shall be governed by the applicable laws of India.

Subject to applicable law and the final legal structure of SMIS, disputes shall be subject to the jurisdiction of the competent courts at Jaipur, Rajasthan.

40. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to remain effective to the extent permitted by law.

41. Waiver

Failure by SMIS to enforce any provision of these Terms shall not constitute a waiver of its right to enforce that provision in the future.

42. Entire Agreement

These Terms, together with the Privacy Policy and any applicable service-specific agreement, constitute the applicable agreement governing use of the Platform, subject to any separately executed written agreement.

43. Contact Us

For questions, complaints, support or clarification regarding these Terms:

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.

44. User Acceptance

By clicking "I Agree", "Accept Terms & Conditions", registering an account, placing a booking, accepting a service assignment, or otherwise using the Platform, you acknowledge that you have read, understood and agreed to these Terms & Conditions and the applicable Privacy Policy.

SM INDIA SOLUTIONS
OUR AIM IS YOUR SAFETY