Safety & Support Policy

1. Scope and Purpose

This Safety & Support Policy describes the safety measures Trust Guard 360 LLC d/b/a TrustGuard360 ("TrustGuard360," "Company," "we," "us," or "our") takes in connection with on-site Bookings performed by Techs, the customer support we make available, and the service commitment we refer to as the TrustGuard360 Guarantee. It is incorporated by reference into, and should be read together with, our Terms of Service, our Privacy Policy, and our Cancellation Policy. Nothing in this Policy expands or overrides the warranties, remedies, or limitations of liability set out in our Terms of Service; where this Policy and the Terms of Service describe the same remedy, the Terms of Service control.

2. Not an Emergency or Life-Safety Service

TRUSTGUARD360 IS A TECHNOLOGY INSTALLATION AND SUPPORT COMPANY. WE ARE NOT AN EMERGENCY RESPONSE, LIFE-SAFETY, OR SECURITY MONITORING SERVICE.

If you are experiencing a medical emergency, fire, crime in progress, or any other emergency, call 911 or your local emergency services immediately. Do not wait for or rely on a Tech, our customer support team, or any device we install or configure — including alarm systems, security cameras, or GPS/fleet-tracking devices — as your primary means of summoning emergency help. As explained in our Terms of Service, alarm monitoring, where applicable, is provided by a separate third-party central monitoring station under its own agreement with you, and camera or GPS data is typically hosted by the device manufacturer's own app or platform, not by TrustGuard360.

3. Tech Screening and Background Checks

We recognize that customers are trusting us with access to their homes and businesses, and we take that trust seriously. Individuals who wish to perform Bookings as a Tech must first complete our Become a Partner application and screening process, which includes a background check reviewing national, state, and county criminal-history records over the preceding seven (7) years. Applicants with a disqualifying criminal history, as determined under our internal screening criteria and applicable law, are not approved to join the Tech network. Where we obtain a consumer report for this purpose, we do so consistent with the Fair Credit Reporting Act (FCRA) and applicable state law, through a standalone disclosure and authorization process separate from this Policy, as described in our Privacy Policy.

Historically, fewer than one in five applicants to our Tech network have been approved to perform Bookings. This reflects the selectivity of our current screening process as of the date of this Policy; it is a description of our practice, not a guaranteed ratio, and may change as our screening criteria, applicant pool, or business needs evolve.

4. Skills Verification and Onboarding

In addition to background screening, Tech applicants must demonstrate technical competency through skills assessments relevant to the service categories they will support (for example, computer, network, camera, alarm, or mobile device work) before being approved to accept Bookings. We invest in ongoing training resources and knowledge-development materials to help our Tech network stay current as technology changes. As explained in our Terms of Service, Techs are independent contractors and not employees of the Company; this screening and training process is intended to promote quality and safety, and does not make a Tech an employee or agent of TrustGuard360.

5. Your Safety During a Booking

To help every Booking go safely and smoothly, we ask Customers to:

• Provide safe, reasonably unobstructed access to the areas and equipment the Tech needs to reach.
• Have an adult (18 or older) present at the location for the full duration of the appointment.
• Disclose any pets that may be present so the Tech can plan accordingly, and secure pets as needed.
• Disclose any known hazardous conditions at the premises before the appointment (for example, structural damage, exposed wiring, mold, or pest issues).
• Treat Techs and TrustGuard360 support staff with courtesy and respect; abusive, threatening, or unsafe conduct is not permitted and may result in the Tech ending the appointment and/or suspension of your Account, as described in our Terms of Services.

A Tech may decline to begin, or may discontinue, a Booking if they reasonably believe that the premises, conditions, or a person present pose a safety risk. If this happens, we will work with you in good faith on next steps, and no cancellation fee will apply to you for a Tech-initiated safety discontinuation, consistent with Section 7 of our Cancellation Policy.

6. Device and Data Safety During Service

Techs are instructed to access only the devices, accounts, and information reasonably necessary to perform the requested Service, and not to view, copy, retain, or disclose unrelated personal files, photographs, or communications. Because some Services (such as computer repair, operating system installation, or virus removal) carry an inherent risk of data loss, we strongly recommend backing up your data before every appointment, as described in our Terms of Service. Additional detail on how we and our Techs handle personal information encountered during a Booking is available in our Privacy Policy.

7. Reporting a Safety or Conduct Concern

If a Tech's conduct, professionalism, or workmanship falls short of what you should expect, or if you have any safety concern about a Booking, please contact us right away at support@trustguard360.com or +1 (888) 900-6064. We take these reports seriously and will investigate promptly. Depending on the outcome of our investigation, we may take corrective action up to and including removing a Tech from our network. Because Techs are independent contractors rather than employees, our review and any resulting action are governed by our internal Tech standards and the separate Field Partner agreement referenced in our Terms of Service, and do not create an employment relationship between TrustGuard360 and the Tech.

8. Customer Support Availability

Our support team is available 24×7 to help you book a Service, check the status of an existing Booking, answer general questions, and help coordinate with a Tech. For clarity, and consistent with our Terms of Service, this support is customer-service and scheduling assistance; it does not include remote (non-in-person) technical diagnosis, repair, or troubleshooting of your devices or systems, which we perform only on-site through a Tech physically present at your location.

9. The TrustGuard360 Guarantee

"We're committed to your complete satisfaction. If something isn't right, tell us and we'll work with you to make it right."

Our satisfaction commitment applies to every Service we provide. If any issue arises during or after a Booking, please let us know right away at support@trustguard360.com so we can address it. Consistent with, and subject to, the limited workmanship warranty described in Section 12 of our Terms of Service, our standard remedy is to arrange for a Tech to promptly re-perform the affected Service at no additional labor charge. This Guarantee is a service commitment describing how we handle customer feedback and warranty claims; it does not create warranties, remedies, or liability broader than those set out in our Terms of Service, including the limitation of liability in Section 14 of those Terms.

10. Relationship to Our Other Policies

This Policy works together with, and does not replace, our Terms of Service, Privacy Policy, and Cancellation Policy. If there is any conflict between this Policy and the Terms of Service regarding a warranty, remedy, or limitation of liability, the Terms of Service control. Questions about a specific Booking, charge, or piece of personal information are addressed in the Cancellation Policy and Privacy Policy, respectively.

11. Changes to This Policy

We may update this Safety & Support Policy from time to time to reflect changes in our screening process, support offerings, or business practices. We will post the updated Policy on the Site with a revised "Last Updated" date.

12. Contact Us

If you have a safety concern or a question about this Policy, please contact us at:

Trust Guard 360 LLC d/b/a TrustGuard360
5400 S Williamson Blvd, Port Orange, Florida 32128, USA
Email: support@trustguard360.com
Phone: +1 (888) 900-6064
Website: www.trustguard360.com