Refund Policy

Services this policy covers

This policy applies to security services booked directly with 222 Security Services Ltd — manned guarding, retail, static, property, building and event security, and keyholding and alarm response. It sits alongside the terms of your written quotation or contract, which take precedence where the two differ.

Cancelling a booking

Security is staffed in advance. Once officers have been rostered to your assignment they are committed to it and are, in practice, unavailable for other work, which is why cancellation terms exist at all rather than being an administrative preference.

The notice period for cancelling without charge is set out in your written quotation or contract, because it varies with the size of the booking: a single shift and a twelve-month guarding contract cannot reasonably carry the same notice. Cancel within the agreed notice period and no charge is made. Cancel inside it and we may charge for the shifts already rostered.

If we do not deliver

If we fail to provide cover we agreed to provide, you are not charged for it. If an officer does not arrive, or arrives materially late, tell us and that shift is credited. We would rather find out from you than discover it on an invoice query three weeks later.

If the service was not up to standard

Raise it with your named contact, in writing, as soon as you reasonably can. We will look into what happened, tell you what we find, and put right what can be put right. Depending on the circumstances that may mean a replacement officer, a credit, or a refund of the affected shifts.

Raising it early matters for a practical reason rather than a contractual one: shift records, incident reports and any CCTV that might show what happened are all easier to obtain in the first week than in the second month.

How long a refund takes

Where a refund is due, we confirm the amount and the timescale to you in writing when we agree it, and it is paid by the same method you used to pay.

Deposits

Where a deposit has been taken to secure officers for a dated booking — most often an event — it is refundable within the notice period stated in your quotation and is otherwise applied against the cost of the shifts rostered.

Your legal rights

Nothing in this policy affects your statutory rights. If you are a consumer rather than a business, you have rights under the Consumer Rights Act 2015 that this policy cannot reduce.

Contacting us about a refund

Write to us at info@222securityservices.com with your booking reference and what went wrong.