Terms of Service
Written to be readable. The rules for using TenTwo, in plain English.
Sections in [BRACKETS] are placeholders for counsel to complete before public launch. This page reflects current product behavior in plain language; it is not yet a signed legal agreement.
1. About these terms
These are the rules for using TenTwo. Using the app means you agree to them.
These Terms of Service ("Terms") govern access to and use of the TenTwo mobile and web application (the "Service") operated by [LEGAL ENTITY NAME] ("we", "us"). By creating an account, tapping "I agree" during signup, or otherwise using the Service, you agree to these Terms.
2. Eligibility
You must be 18 or older. Some services aren't available in every state.
You must be at least 18 years old and legally able to enter a binding contract in your jurisdiction. Certain services (armed response, encounter-mode dispatch) may be restricted or unavailable depending on state and local law; the Service may refuse or limit those services accordingly.
3. What TenTwo is — and is not
TenTwo connects you with licensed private-security professionals. We are not the police. In a life-threatening emergency, call 911 first.
TenTwo is a marketplace that connects clients with licensed private-security professionals employed and insured by third-party agency partners. TenTwo is not a law-enforcement agency, is not a substitute for 911, and does not guarantee any specific response time or outcome. In a life-threatening emergency, always call 911 first.
4. Accounts and identity
Keep your password to yourself. You're responsible for anyone using your account, including family-plan members.
You are responsible for the accuracy of the information you provide, for maintaining the confidentiality of your credentials, and for all activity that occurs under your account. Sharing account credentials is prohibited. Family-plan members granted access under the Plus and Business tiers are your responsibility.
5. Bookings, payments, and cancellations
You see the price before you book. Free to cancel in the first 5 minutes; call-out fee after that; one-hour minimum once your agent has arrived.
Estimated fees are shown before you request an agent. On acceptance we authorize a hold against your saved payment method for the call-out fee plus the estimated on-scene duration, and we capture the actual amount on completion in 15-minute increments. Cancellation policy: free within five minutes of acceptance; call-out fee thereafter; one-hour minimum once an agent has arrived. Detailed pricing appears in the app before you confirm each booking.
6. Location, recording, and evidence
During a booking, we use your location and can record audio and body-camera video. In states that require it, the agent reads a notice on camera before recording starts.
The Service uses your live location to dispatch nearby agents and to keep your emergency contacts informed while a booking is active. Encounter Mode records audio, agent body-camera video, TenTwo trail, and credential snapshots and stores them as a tamper-evident evidence record. You consent to that capture when you activate Encounter Mode. State-by-state consent details, and the exact on-camera notice, are published at /legal/consent-basis.
7. Agent conduct and agency partners
Every agent works for a licensed, insured agency. Complaints go through the in-app incident channel and to their agency.
All agents on the platform are sponsored, employed, and insured by a partner agency. Agents operate under their agency's policies and applicable state licensing rules. Complaints about agent conduct are handled through the in-app incident channel and are shared with the sponsoring agency.
8. Prohibited use
Don't use TenTwo to break the law, harass anyone, or get around lawful process. We will suspend accounts that do.
You may not use the Service to commit or facilitate a crime, to harass another person, to circumvent lawful process, or to obtain protective services in a jurisdiction where the Service is not authorized. Attempted misuse may result in immediate suspension and referral to law enforcement.
9. Fees, taxes, and refunds
Subscriptions renew until you cancel. Cancel any time from Profile → Billing; you keep access until the end of that period.
Subscription tiers (Basic, Plus, Business) renew automatically until cancelled. You may cancel at any time from Profile → Billing; cancellation takes effect at the end of the current billing period. Refunds for per-booking charges are handled through the incident review process. [TAX HANDLING BY STATE — TO BE COMPLETED.]
10. Disclaimer of warranties; limitation of liability
Where the law lets us, our liability is capped. Where the law says it can't be capped, that limit doesn't apply to you.
[STANDARD DISCLAIMER AND LIABILITY CAP — TO BE COMPLETED BY COUNSEL, tailored to insurance coverage carried by TenTwo and partner agencies. Where local law prohibits the exclusion or limitation of certain warranties or damages, those exclusions do not apply to you.]
11. Indemnification
If your misuse of the app harms someone else, you cover the costs — not us.
[INDEMNIFICATION LANGUAGE — TO BE COMPLETED.]
12. Dispute resolution and arbitration
Most disputes are resolved by arbitration, not court. You have a window to opt out — details will be published here.
[ARBITRATION AGREEMENT AND CLASS-ACTION WAIVER — TO BE DRAFTED AND REVIEWED. INCLUDE OPT-OUT INSTRUCTIONS AS REQUIRED.]
13. Changes to these terms
If we change these terms, we'll tell you in the app. Using the app after that counts as your agreement.
We may update these Terms from time to time. When we do, we will notify you inside the app and update the "last updated" date. Continued use after the effective date constitutes acceptance.
14. Contact
Questions? Email us at the address below.
Questions about these Terms should be sent to legal@[COMPANY-DOMAIN]. Postal address: [MAILING ADDRESS TO BE COMPLETED].