Overview
This Refund & Cancellation Policy supplements our Terms and Conditions. By engaging Sonic Security Solutions Ltd's Services, you agree to the cancellation and refund terms outlined below.
Service Cancellations by Clients
Notice Periods:
- Ongoing Contracts: 30 days written notice (or as specified in contract)
- Event Security:
- More than 30 days before event: Full refund of deposit
- 14-30 days before event: 50% refund
- Less than 14 days: No refund
- One-off Services:
- More than 7 days notice: Full refund
- 3-7 days notice: 50% refund
- Less than 3 days: No refund
How to Cancel:
- Email: info@sonicsecuritysolutions.com
- Phone: +44 7549 429472
- Written confirmation required
- Cancellation effective upon written confirmation
Emergency Cancellations:
We understand emergencies happen. We may waive cancellation fees in cases of:
- Force majeure events
- Government restrictions or lockdowns
- Site closure beyond your control
- Case-by-case assessment
Service Cancellations by Us
We May Cancel Services If:
- Non-payment of invoices (after 14 days overdue)
- Breach of Terms and Conditions
- Unsafe site conditions
- Illegal activities on site
- Failure to provide necessary information or access
- Insolvency or liquidation of client
Notice:
- Standard cancellation: 30 days notice
- Immediate cancellation for:
- Non-payment
- Safety risks
- Illegal activities
- Material breach
Your Options:
- Full refund of prepaid fees for services not rendered
- Assistance with transition to alternative provider
- Final incident reports and documentation
Deposit and Payment Terms
Deposits:
- Deposits required for:
- New clients
- Event security
- Short-notice services
- High-risk sites
- Deposit amounts: Typically 20-50% of contract value
- Deposits non-refundable if cancelled within notice period
Prepaid Services:
- Prepaid hours or days: Valid for 12 months
- Unused prepaid services: Non-refundable after expiry
- Transferable to other services with notice
Incident-Based Billing
Alarm Response:
- Call-out fees apply per response
- Minimum charge:
- Actual time charged if exceeds minimum
- No refund for false alarms (client responsibility)
Emergency Services:
- Premium rates for short-notice services
- Non-refundable once personnel deployed
- Cancellation after deployment: Full charge applies
Personnel Changes
Guard Replacement:
- We reserve the right to replace security personnel
- Replacement guards of equal or higher qualification
- No refund for personnel changes
- Notice provided where possible
Client-Requested Changes:
- Requests for specific guards: Subject to availability
- No guarantee of specific personnel
- Additional costs for special requests
Service Failures
Guard No-Show:
If security personnel fail to attend:
- Immediate replacement provided
- Refund of fees for period not covered
- Credit for future services
- Investigation and corrective action
Service Quality Issues:
- Report issues immediately
- Investigation within 48 hours
- Corrective action implemented
- Refund or credit for substantiated failures
- Case-by-case assessment
Equipment and Keys
Equipment Damage:
- Client responsible for damage to our equipment
- Repair or replacement costs charged to client
- Normal wear and tear excluded
Key Holding:
- Key replacement costs if lost due to our negligence
- Client responsible for providing accurate key inventories
- Key cutting costs for replacements
Insurance Claims
Loss or Damage:
- Client must maintain own insurance
- We are not liable for loss/damage unless caused by our negligence
- Claims must be reported within 24 hours
- Investigation and assessment
- Settlement per Terms and Conditions
Third-Party Claims:
- Client responsible for third-party claims
- We not liable for criminal acts we could not reasonably prevent
- Cooperation required for investigations
Disputed Charges
Dispute Process:
If you dispute a charge: 1. Contact us within 7 days of invoice
Provide details and evidence
We will investigate within 14 days
Response with decision
If unresolved, escalation to senior management
Payment During Dispute:
- Undisputed portion must be paid on time
- Disputed portion held in escrow pending resolution
- Interest accrues on undisputed amounts only
Refund Processing
Refund Method:
- Refunds issued to original payment method
- Bank transfer for card payments over 30 days old
- Processing time: 5-10 business days
Refund Requests:
To request a refund:
- Email: info@sonicsecuritysolutions.com
- Include: Invoice number, reason, supporting evidence
- Response within 14 business days
No Refund Scenarios
Non-Refundable Situations:
- Services already rendered
- Cancellations within notice period
- No-shows or late cancellations
- False alarm responses
- Deposits (outside cancellation window)
- Emergency call-outs once personnel deployed
- Prepaid services after expiry
Exceptional Circumstances
Force Majeure:
In cases of force majeure (events beyond our control):
- No refund for services already rendered
- Credit for prepaid services
- Case-by-case assessment
- Examples: Natural disasters, war, government restrictions, pandemics
Complaints and Appeals
Appealing Cancellation Fees:
If you believe fees were applied unfairly:
- Email us with details
- Provide supporting evidence
- Response within 14 business days
- Management decision is final
Changes to This Policy
We reserve the right to update this Refund & Cancellation Policy. Changes will be:
- Posted on our website
- Effective for new contracts
- Existing contracts honoured under policy at time of signing
Contact
For refund or cancellation inquiries:
Email: info@sonicsecuritysolutions.com
Phone: +44 7549 429472
Address: Sonic Security Solutions Ltd, Office 6238 - 182-184 High Street North, London,
England, E6 2JA
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM