To give our clients complete peace of mind, FFSS (legally known as ‘First Force Security Services Ltd‘) offers a money-back guarantee only on our manned guarding services, subject to the following conditions:

Scope

• • Applies only to first-time bookings of manned guarding services within London.

• • Valid for contracts of 1–3 days duration (not ongoing or long-term contracts).

Valid Reasons for Refund
Refunds are only considered if one or more of the following occur:

• • Guard Punctuality: Guard arrives more than 30 minutes late without prior notice.
    
    • • if due to the lateness of the guard, part of the shift is missed then this can be refunded if FFSS are alerted within 24 hours of the start of the shift (for e.g. a 12 hour shift is shortened to 11.5 hours due to late arrival, this 0.5 hour(s) can be refunded.)

• • Guard Abandonment: Guard leaves site before shift end without prior authorisation.

• • Failure to Check-In: Guard does not complete required site check-ins via our control system.

• • Unprofessional Conduct:
    
    • • Sleeping on duty.
    • • Leaving their designated post without reason.
    • • Being under the influence of drugs or alcohol.
    • • Engaging in inappropriate behaviour (e.g., rudeness, harassment, arguments).

Evidence Requirements

• • If there is a conflict between the client’s statement and the guard’s report, the client must provide supporting evidence (e.g. photo, video, time-stamped record, or witness statement).

• • Without such evidence, the guard’s report and our control room records will take precedence.

Exclusions (No Refunds)

• • Personal preferences (e.g. accent, age, personality).

• • Situations outside our control (e.g. site access denied, client not present to handover).

• • Guard following site instructions that were unclear or changed mid-shift.

• • Force majeure (power cuts, emergencies, natural events).

Process

• • Refund requests must be submitted to our control team via email (info@firstforcesecurityservices.co.uk, title of email should reference the invoice number and site location) within 24 hours of the incident, to be eligible for a refund.

• • All requests are reviewed by our operations team using site logs and control data.

Refund Method

• • Approved refunds will be processed within 7 working days via the original payment method.

By initiating contact with FFSS for the purpose of hiring manned security guarding solutions, you are hereby agreeing to these terms and conditions.

In the rise of any dispute, we will refer to these terms and conditions.