Terms of Service & Privacy Policy

Part 1

20fourr Platform User Agreement / Terms of Service

PSARA Compliance

All security service providers registering on the platform must provide a valid license number under the Private Security Agencies Regulation Act (PSARA) at the time of registration and profile creation.

Acceptance of Terms

All users, including clients and security service providers, must review and accept these Terms before accessing or using the platform.

Platform Role (Marketplace Only)

The platform operates solely as a technology marketplace connecting clients with independent security service providers. The platform does not directly employ, manage, or control security personnel.

Independent Service Providers

All providers listed on the platform operate as independent individuals or agencies and are solely responsible for the services they provide.

Legal Compliance Responsibility

Security providers are responsible for complying with all applicable laws, regulations, and licensing requirements, including those related to private security operations.

Verification of Providers

The platform may conduct basic verification of documents submitted by providers. Such verification does not constitute endorsement, certification, or guarantee of service quality.

User Responsibility (Client Due Diligence)

Clients must independently evaluate the suitability of any provider before confirming a booking.

Insurance Responsibility

Security providers are responsible for maintaining any required insurance, liability coverage, or professional certifications applicable to their services.

Payment Facilitation

The platform may facilitate payments between clients and providers but acts solely as a payment intermediary.

Cancellation and No-Show Policy

In case of cancellation, absence, or unavailability of a provider, the platform may assist in arranging an alternative provider where possible but does not guarantee replacement.

Limitation of Liability

The platform shall not be liable for any injury, loss, damage, or misconduct arising from services arranged through the platform.

Indemnification

Users agree to indemnify and hold the platform and its affiliates harmless from any claims or liabilities arising from their use of the platform.

Emergency Disclaimer

The platform is not an emergency response service and should not be relied upon for immediate law enforcement or emergency protection.

Dispute Assistance

Users may raise support requests through the platform. The platform may assist in communication but is not responsible for resolving disputes.

Agreement Confirmation

By accepting these Terms, users acknowledge the platform's role as a facilitator and agree to use the services at their own risk.

User Identity Verification

The platform may require identity verification for both clients and providers, including government identification, contact verification, or other authentication processes.

Jurisdiction and Governing Law

These Terms shall be governed by the laws of India. Any disputes arising from the use of the platform shall fall under the exclusive jurisdiction of the courts in the designated operational city of the platform.

Account Responsibility

Users are responsible for maintaining the confidentiality of their account credentials and for all activities conducted through their account.

Prohibited Activities

Users agree not to misuse the platform, engage in unlawful activities, misrepresent information, or attempt to bypass platform processes.

Platform Suspension Rights

The platform reserves the right to suspend or terminate user accounts in case of violation of these Terms or suspected misuse of the platform.

Ratings and Reviews

Users may provide ratings or feedback regarding services. The platform reserves the right to moderate or remove inappropriate content.

Service Availability

The platform does not guarantee uninterrupted or continuous availability of the service.

Data and Privacy

User data may be collected and processed in accordance with the platform's Privacy Policy and applicable data protection laws.

Modification of Terms

The platform reserves the right to update or modify these Terms at any time. Continued use of the platform constitutes acceptance of the revised Terms.

Force Majeure

The platform shall not be liable for failure to perform obligations due to events beyond its reasonable control, including natural disasters, government actions, or technical failures.

Entire Agreement

These Terms constitute the entire agreement between the platform and the user regarding use of the services.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Arbitration Agreement

In the event of any dispute, controversy, or claim arising out of or relating to the use of the platform or services arranged through the platform, the parties agree to first attempt to resolve the dispute amicably. If the dispute cannot be resolved through mutual discussion, it shall be referred to binding arbitration in accordance with the Arbitration and Conciliation Act, 1996. The arbitration proceedings shall take place in the jurisdiction specified by the platform.

Class Action Waiver

Users agree that any dispute resolution proceedings shall be conducted only on an individual basis and not as part of any class action, collective action, or representative proceeding.

Chargeback and Payment Dispute Protection

Users agree not to initiate unjustified chargebacks or payment reversals through banks or payment providers for services legitimately booked through the platform. In the event of such disputes, the platform reserves the right to suspend or restrict the user account until the matter is resolved.

Background Check Disclaimer

While the platform may perform limited document verification or background checks on providers, such checks are conducted on a best-effort basis and should not be interpreted as a guarantee of safety, reliability, or suitability of the provider.

Safety Incident Reporting

Users agree to promptly report any safety-related incidents, misconduct, or suspicious behavior through the platform's reporting system. The platform may review and take appropriate action including suspension of accounts but shall not be responsible for incidents occurring outside its operational control.

Prohibition of Illegal or Improper Use of Security Services

Clients agree not to use the platform or engage security providers for any unlawful, harmful, or unethical activities. This includes but is not limited to intimidation, harassment, coercion, unlawful detention, violence, illegal weapon use, or any activity that violates applicable laws. The platform reserves the right to suspend or terminate accounts and report suspicious or illegal activity to relevant authorities if such misuse is suspected.

Platform Neutrality and Non-Control Clause

The platform functions solely as a neutral technology intermediary that facilitates connections between clients and independent security service providers. The platform does not direct, supervise, manage, or control the conduct, actions, schedules, or methods of service delivery by any provider listed on the platform. All services are provided independently by the respective security providers, who retain full responsibility for their personnel, operations, and performance of services. Accordingly, the platform shall not be considered an employer, contractor, agent, or representative of any listed security provider.

No Employer or Agency Relationship Clause

Nothing in these Terms shall be deemed to create any employer-employee, partnership, joint venture, or agency relationship between the platform and any security service provider listed on the platform. All providers operate as independent contractors or independent agencies and are solely responsible for hiring, managing, compensating, and supervising their personnel. The platform does not employ, appoint, or control any security personnel and shall not be liable for any employment-related claims, wages, benefits, or disputes between providers and their staff.

Off-Platform Engagement and Circumvention Prohibition

Users agree not to circumvent, avoid, bypass, or undermine the platform by directly engaging, hiring, or contracting with any security service provider discovered through the platform outside of the platform's booking and payment system. Any attempt to conduct transactions or continue service engagements outside the platform that originated through the platform may result in account suspension, termination, or additional service fees as determined by the platform. The platform reserves the right to take appropriate action if it determines that users have attempted to bypass platform processes for the purpose of avoiding platform fees or policies.

Liability Disclaimer for Gate Security and Property Guard Services

In the event of theft, burglary, loss of material, loss of assets, damage to property, or loss of life occurring at premises where a gate security guard or property guard service has been arranged through the platform, the platform shall bear no liability whatsoever. The platform acts solely as a technology connector and aggregator between clients and independent security service providers. The security provider and their deployed personnel are solely responsible for the discharge of their duties. The client acknowledges that the platform does not supervise, direct, or control the on-ground activities of any security personnel and cannot guarantee the prevention of theft, loss, damage, or any other incident. All disputes arising from such incidents shall be addressed directly between the client and the security provider.

Grievance Redressal Mechanism (IT Act 2000 / Intermediary Guidelines Rule 4)

In compliance with the Information Technology Act 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, the platform has appointed a Grievance Officer to address complaints and grievances of users.

Grievance Officer20fourr Grievance Redressal Officer

Email[email protected]

AvailabilityMonday to Friday, 10:00 AM – 6:00 PM IST

The Grievance Officer shall acknowledge receipt of any complaint within 24 hours and resolve or dispose of the complaint within 15 calendar days of receipt. Users may file a formal grievance by selecting the "Formal Grievance" category when creating a support ticket in the app, or by emailing [email protected] directly. If the grievance is not resolved within the specified period, users may escalate to the adjudicating officer appointed under the IT Act or to relevant regulatory authorities.

Data Protection Officer[email protected]

The Data Protection Officer may be contacted for matters relating to personal data processing, consent withdrawal, data export requests, or erasure requests under the Digital Personal Data Protection Act 2023.

Part 2

20fourr Privacy Policy

Information We Collect

The Platform collects the following information:

Identity Information: Name, date of birth, government-issued ID numbers, passport information
Contact Information: Email address, phone number, residential address, business address
Payment Information: Credit card data (processed by third-party payment processor), transaction history
Location Information: GPS location data during active bookings, pickup and delivery addresses
Document Information: Copies of government IDs, licenses, certifications, medical records, background check results
Behavioral Information: Browsing history, search queries, booking patterns, ratings and reviews
Communication Information: Messages between users, support tickets, call logs
Threat Assessment Information: Descriptions of threats, security concerns, and personal security needs
Biometric Information: Selfies submitted for identity verification purposes
Device Information: Device type, operating system, IP address, mobile identifiers

How We Use Information

To facilitate connections between Clients and Providers
To verify user identity and qualification
To process payments and track earnings
To comply with legal and regulatory requirements
To detect and prevent fraud and illegal activity
To communicate with users regarding bookings and services
To provide customer support and resolve disputes
To improve Platform functionality and user experience
To send marketing communications (with user consent)
To conduct analytics and research
To monitor compliance with these Terms

Information Sharing

Information is shared with:

Service providers who assist in Platform operation (payment processors, verification services, cloud providers)
Providers with Clients who have completed payment
Law enforcement when legally required or suspected of illegal activity
Insurance companies when relevant to claim disputes
Other users of the Platform as necessary to facilitate Services
The Platform's corporate affiliates and subsidiaries

Data Retention

Data is retained as follows, in compliance with applicable Indian law:

KYC and identity documents (Aadhaar reference, police verification, employment records): minimum 5 years from date of upload (KYC §58).
Financial records (invoices, payments, transaction history): minimum 6 years from date of transaction per Income Tax Act requirements.
General account data: retained for the duration of the account and up to 2 years after closure, unless a longer retention period applies.

Users may request deletion of their data via the Privacy & Data Rights section of the app. Deletion is subject to applicable legal retention obligations.

Data Security

The Platform uses industry-standard security measures including encryption, secure servers, and access controls. However, no security system is completely secure. Users are responsible for maintaining password confidentiality.

By continuing to use the Platform, you consent to the collection, use, and sharing of information as described in this Privacy Policy.