1. General Refund Rules

• Most digital security services (consulting, audits, software licenses) are non-refundable once delivered or activated.
• Manpower-related services including security guards (with or without arms), supervisors, control room operators, etc. are strictly non-refundable.
• Refunds, if applicable in rare cases, are processed within 14 business days to the original payment method.
• Chargebacks or forced reversals without prior resolution attempt may lead to service termination.

2. Notice for Cancellation

• Clients must provide a minimum of 60 calendar days' prior written notice for cancellation or suspension of manpower-based services.
• Failure to notify within the 60-day period will result in automatic renewal of service agreements for the next term. Once renewed, the client must wait for a minimum of 6 months before initiating discontinuation of services.
• All termination notices must be submitted in writing to the Grievance Officer or Contract Administrator at dpo@pineguards.com.

3. Eligible Refund Situations

• Duplicate payments made by the client due to technical or human error, provided documentary proof is submitted.
• Incorrect billing such as overcharging, wrong invoice amount, or erroneous service duration charges, after internal verification.
• Service not rendered or partially delivered due to operational fault or service failure directly attributable to Pine Security.
• Fraudulent transactions flagged by payment gateways, financial institutions, or legal authorities and confirmed upon investigation.
• Cancellation of prepaid services before commencement, where Pine Security has not yet incurred any resource allocation or logistics costs.
• Unavailability of service personnel despite confirmed contract and full payment, leading to non-delivery at the client site.
• Product or digital tool incompatibility (e.g., software modules/tools sold separately), provided usage has not started and licenses haven’t been activated.

4. Non-Refundable Items

• Manpower-based services (e.g., security guards, supervisors, armed personnel) once deployment or scheduling has occurred.
• Security assessments, audits, and site surveys once initiated, irrespective of completion status.
• Third-party licensed software/tools integrated or activated as part of the service package.
• Custom-built solutions (e.g., surveillance plans, manpower rosters, threat models) developed specifically for the client.
• Logistics and operational expenses such as transport, uniforms, on-site equipment, and accommodation, once mobilized.
• Training sessions, orientation, or drills conducted for client-specific deployments.
• Government fees, regulatory filings, or clearance costs incurred during compliance procedures for client onboarding.
• Administrative costs related to contract drafting, security planning, or other documentation.

5. Contact for Refund/Cancellation Requests