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Help for Service Providers

Resources and guidance for service providers using Security Lance.

Account Setup & Settings

How do I create a Security Lance account?
Creating a Service Provider account on Security Lance is simple and only takes a few minutes.

Step 1: Start from the Homepage

From the Security Lance homepage, begin registration by either:

  • Clicking the “List Your Business” link, or

  • Clicking the “Business Signup” button

Both options will take you to the service provider onboarding page.

Step 2: Select Your Primary Service Type

Before accessing the registration form, you will be asked:

What type of services do you primarily offer?

Select one of the following options:

  1. Security Guard Services
    (On-site guards, patrol services, event security, property and personal protection)

  2. Other Security Services (Non-Guard)
    (Security systems, investigations, consulting, training, monitoring)

Choose the option that best represents your primary service offering.

Your selection determines the registration form fields, documentation requirements, and listing structure you will complete next.

Step 3: Complete the Registration Form

After selecting your service type, you will be directed to the appropriate registration form.

You will be required to provide:

  • Business name (or individual name, if applicable)

  • Email address

  • Contact information

  • Password

  • Service-related details

  • Required licenses, certifications, or supporting documentation (where applicable)

Please ensure that all information submitted is accurate and up to date. Incomplete or incorrect information may delay approval.

Step 4: Verify Your Email Address

After submitting the registration form, a confirmation code will be sent to your registered email address.

To verify your account:

  1. Check your email for the confirmation code.

  2. Enter the code on the Confirmation page.

  3. Submit the code to complete verification.

If you do not receive the email, please check your spam or junk folder.

Step 5: Access Your Dashboard

Once your email is successfully verified, you will be able to access your Service Provider dashboard, where you can:

  • Manage your profile

  • Create or edit service listings

  • Configure availability and pricing

  • Respond to service requests

Important Notes

  • You must register as a Service Provider to list services on Security Lance.

  • Your selected service type affects required documentation and listing requirements.

  • All accounts and listings are subject to review for compliance and accuracy.

Profile Settings: Completing Your Business Profile

Your Profile Settings contain the information that buyers see when they search for service providers or view your services on Security Lance. A well-completed profile helps build trust, improves your visibility in search results, and increases the likelihood that potential clients will contact or book your services.

Because many parts of your profile are searchable, completing these fields carefully can make it easier for buyers to find you when they are looking for specific security services.

Accessing Your Profile Settings

You can manage your profile information from the Seller Menu.

  • Click Settings to update your main profile information.

  • Click Service Types We Offer to select the types of services your business provides.

  • Click Gallery to upload images that showcase your services.

Keeping these sections updated ensures that buyers see accurate and professional information when viewing your profile.

Key Profile Fields

Below is an overview of the key profile fields and why they matter.

Profile Image

Your profile image is often the first visual impression a buyer has of your business.

You may upload:

  • A company logo

  • A professional headshot

  • Another professional image that represents your service

A clear and professional image helps establish credibility and makes your profile appear more trustworthy to potential clients.

Time Zone

Setting your time zone ensures that appointment times, service requests, and schedule information are displayed correctly.

This helps prevent confusion about service times, especially if you work with clients in different regions.

About Us

The About Us section allows you to describe your company, experience, and capabilities.

Use this space to highlight:

  • Your professional background

  • Types of services you specialize in

  • Years of experience

  • What makes your service reliable or unique

Because this section is searchable, it is important to include relevant service-related keywords (for example: event security, patrol services, security consulting, alarm installation, etc.). This helps buyers find your profile when searching for specific types of services.

Service Types We Offer

The Service Types We Offer field allows you to select the categories of services your business provides.

These selections are important because they:

  • Help the platform match your services with buyer searches

  • Appear on your public profile so buyers can quickly understand what you offer

  • Improve your visibility when buyers filter providers by service type

Make sure you select all service types that accurately represent your offerings.

How We Operate

This section allows you to explain how your service operates and what clients should expect when working with you.

Examples of information you may include:

  • Service procedures

  • Booking requirements

  • Equipment you provide

  • Operational policies

  • Areas you serve

Providing this information helps set clear expectations for buyers before they submit a service request.

Cancellation Policy

Your Cancellation Policy explains what happens if a service request is cancelled.

You may include details such as:

  • Notice required for cancellation

  • Whether cancellation fees apply

  • Refund conditions

Clearly stating your policy helps prevent misunderstandings and ensures buyers know what to expect if plans change.

Payment Methods Accepted

If you choose to bill clients directly outside the platform, you may list the payment methods you accept.

Examples may include:

  • Bank transfer

  • Credit card

  • Cash

  • Business invoicing

Providing this information helps buyers understand how payments will be handled when you choose off-platform billing.

Service Hours

Your Service Hours indicate when your services are generally available.

Setting accurate service hours helps buyers know when they can request your services and prevents requests for times when you may not be available.

Holiday Settings

The Holiday Settings feature allows you to indicate dates when you are unavailable due to holidays or scheduled time off.

This helps avoid scheduling conflicts and keeps your availability accurate.

Gallery Images

The Gallery allows you to upload images that showcase your services.

Examples may include:

  • Security personnel at events

  • Patrol vehicles

  • Monitoring centers

  • Equipment or installations

  • Professional team photos

Quality images can help demonstrate professionalism and give buyers confidence in your services.

Website and Social Media

You may optionally include links to your:

  • Business website

  • LinkedIn

  • Facebook

  • Other professional social media profiles

Providing these links allows buyers to learn more about your company and can strengthen your credibility.

Best Practice

Take time to complete your profile carefully and keep it updated. A complete and professional profile improves your chances of appearing in search results and helps buyers feel confident choosing your services.

Accessing My Account

This section explains how to sign in, recover access, and resolve account status issues.

Signing In

To access your Service Provider account:

  1. Click Sign In from the homepage.

  2. Enter your username and password.

  3. Complete any required verification steps.

If you experience issues signing in, review the sections below.

Resetting Your Password

If you’ve forgotten your password:

  1. Click Forgot Password on the sign-in page.

  2. Enter your registered email address.

  3. Follow the instructions sent to your email.

  4. Create and confirm your new password.

If you do not receive the reset email, check your spam or junk folder.

Email & Security Tips

To ensure uninterrupted access to your account:

  • Keep your registered email address active and up to date.

  • Make sure your inbox can receive verification emails and confirmation codes.

  • Do not share your password or verification codes with anyone.

  • Log out from shared or public devices.

  • Use a strong, unique password.

Security Lance will never ask for your password via email.

Closed Accounts

If you previously closed your account and would like to return:

  • Contact Support to request reactivation.

  • You may be asked to provide information to verify your identity and prior account ownership.

  • Reactivation requests are reviewed on a case-by-case basis.

  • Security Lance reserves the right to approve or decline reactivation.

Disabled or Restricted Accounts

Accounts may be temporarily or permanently disabled due to:

  • Policy violations

  • Incomplete or inaccurate documentation

  • Security concerns

  • Compliance issues

If your account has been disabled:

  • Contact Support for further information.

  • You may be required to submit additional documentation or clarification.

  • Account reinstatement is not guaranteed and is subject to review.

Still Need Help?

If you are unable to access your account after following the steps above, please contact Security Lance Support for assistance.

Adding & Managing Staff

Service providers can manage their personnel directly from the Staff section in the Seller Menu on Security Lance.

Adding staff members allows you to organize your team, assign personnel to services when required, and optionally display team members to potential clients viewing your business profile.

Staff entries may include both management staff and field personnel, depending on how your organization operates.

Examples include:

  • Security guards

  • Patrol personnel

  • Event security staff

  • Security system installers

  • Technical specialists

  • Supervisors or operations managers

Keeping your staff list organized helps ensure you can efficiently assign personnel when service requests are received.

Accessing the Staff Section

To manage your personnel:

  1. Go to the Seller Menu

  2. Click Staff

From this page you can:

  • Add new staff members

  • Edit existing staff profiles

  • Manage availability and assignments

  • Choose whether certain staff members appear publicly on your profile

Displaying Staff to Potential Clients

When adding staff, you have the option to display them publicly on your profile.

This is optional, but many service providers choose to showcase key personnel because it can help:

  • Build trust with potential clients

  • Demonstrate team experience

  • Show professionalism and organizational capacity

You may choose to display:

  • Senior personnel

  • Supervisors

  • Highly experienced staff members

Some providers may prefer to keep operational staff private while only displaying leadership or representative team members.

Indicating Background Checks

If a staff member interacts directly with clients or the public, you may choose to indicate whether a background check has been completed.

Providing this information can help reassure potential clients that your personnel meet professional standards, especially for services involving:

  • Event security

  • Property protection

  • Patrol services

  • Personal protection services

Editing and Managing Staff Profiles

After adding staff members, you can update their profiles at any time.

This allows you to:

  • Update staff information

  • Adjust availability

  • Remove staff who are no longer active

  • Add new team members as your business grows

Keeping your staff roster current ensures that your service capacity accurately reflects your available personnel.

Staff Capacity & Personnel Assignment (Important for Guard Services)

For services that use Per Person / Hour pricing (commonly used for security guard services), staff members must be added to your account before they can be assigned to service requests.

This is because the system uses your available staff roster to determine how many personnel can be scheduled for a service.

When a buyer submits a request that requires personnel:

  • The buyer can indicate the number of personnel required for the service.

  • The buyer is able to select the number of personnel needed based on the personnel capacity currently available in your account, which is displayed during the booking process.

  • This available capacity is determined by the number of staff members currently in your roster and the staff limits included in your seller plan.

  • You will assign available staff members from your roster when fulfilling the request.

Because of this, it is important to:

  • Maintain an accurate and up-to-date staff roster.

  • Ensure you have enough available personnel to fulfill potential service requests.

  • Select a seller plan that provides sufficient staff capacity for your business operations.

Keeping your staff information updated helps ensure that buyers can request the correct number of personnel and that you can efficiently manage your service assignments.

Capacity Management

When scheduling staff for service requests, it is important to ensure that personnel are not assigned to overlapping jobs.

A staff member cannot be assigned to two different services that occur at the same date and time. If service times overlap, the system will prevent the same staff member from being assigned to both.

To avoid scheduling conflicts:

  • Maintain enough available personnel in your staff roster.

  • Carefully review service dates and time periods when assigning staff.

  • Ensure your available personnel capacity can support multiple bookings when necessary.

Proper capacity management helps ensure that you can accept more service requests, fulfill them successfully, and avoid scheduling conflicts.

How Your Staff Capacity Impacts Your Service Offer Capacity

The number of staff members included in your seller plan affects how many personnel you can assign to service requests and how many personnel buyers can request when booking services.

For example:

  • If your plan allows 3 staff members, buyers requesting personnel-based services will only be able to request up to 3 personnel at a time, depending on availability.

  • If your business regularly handles larger jobs requiring more personnel, selecting a plan with higher staff capacity will allow you to accommodate larger service requests.

As your business grows and you begin handling larger or more frequent assignments, upgrading to a plan with greater staff capacity can help ensure you are able to accept those opportunities without staffing limitations.

Choosing a plan that matches your operational capacity helps ensure that buyers can request the appropriate number of personnel for their needs.

Selling on Security Lance

Creating and Managing Your Profile

Your profile is a key part of your presence on Security Lance. It is often the first thing potential clients review before sending a service request.

A complete and professional profile improves search visibility, builds trust, and increases your chances of securing bookings. Take time to complete each section carefully.

Profile Image (Very Important)

Your profile image is one of the first things buyers notice.

Use a clear, professional image such as:

  • Your company logo

  • A professional headshot

  • A branded image representing your service

  • A high-quality photo related to your operations

Avoid blurry, low-resolution, or unprofessional images.

Profiles with strong visuals build credibility and receive more engagement than profiles without images.

Time Zone

Ensure your correct time zone is selected in your account settings.

This affects scheduling, service requests, and communication timing. Incorrect settings may lead to missed opportunities.

About Us

Use this section to clearly describe:

  • Your experience and expertise

  • Your capabilities

  • The types of clients you serve

  • What differentiates your service

Be specific and professional.

Include relevant service-related keywords in your description. This section is part of the Security Lance search system and helps buyers find your profile.

Service Types We Offer (Very Important)

Select all applicable service types accurately.

This directly affects:

  • How buyers find you in search

  • Where your listing appears

  • What buyers see on your public profile

Incomplete or incorrect selections may limit your visibility.

How We Operate

Set clear expectations by outlining:

  • Booking process

  • Lead times

  • Equipment or staffing details

  • Site visit requirements

  • Operational policies

Clear information reduces misunderstandings and improves buyer confidence.

Cancellation Policy

State your cancellation terms clearly, including:

  • Required notice period

  • Rescheduling conditions

  • Any applicable fees

Transparency helps prevent disputes.

Payment Methods (If Billing Directly)

If you invoice clients directly, specify:

  • Accepted payment methods

  • Payment terms

  • Deposit requirements (if applicable)

Clear payment terms reduce delays and confusion.

Service Hours

Accurately set your working days and hours.

This informs buyers of your availability and helps prevent requests outside your operating schedule.

Holiday Settings

Use the holiday feature to indicate when you are unavailable.

Keeping this updated helps maintain responsiveness and performance standards.

Gallery Photos (Very Important)

Upload authentic, high-quality images that represent your services, such as:

  • Personnel on duty (where appropriate)

  • Installed systems

  • Equipment or vehicles

  • Event or site setups

Authentic visuals build trust and improve engagement. Avoid generic stock photos whenever possible.

Additional Information

You may also include:

  • Your official website

  • Professional social media profiles

  • Certifications, affiliations, or recognitions

These elements further strengthen credibility.

Keep Your Profile Updated

Review and update your profile regularly.

Accurate and complete profiles:

  • Perform better in search

  • Attract more qualified inquiries

  • Reduce unnecessary back-and-forth

  • Increase booking potential

Your profile is not just a formality — it is a core business asset on Security Lance.

Creating a Service

Creating a service listing allows buyers to discover, evaluate, and request your offerings on Security Lance.

A clear, well-structured service improves visibility in search results, sets proper expectations, and reduces unnecessary back-and-forth with potential clients.

How Many Services Can I Create?

The number of services you can create depends on your subscription plan.

Some plans allow a limited number of services, while others allow multiple listings.

If your plan allows multiple services, how you structure them is entirely up to you.

For example, a Security Guard company may choose to:

  • List one general service such as “Professional Security Guard Services”, or

  • Create more targeted listings such as:

    • “Unarmed Event Security”

    • “Retail Security Officers”

    • “Mobile Patrol Services”

    • “Warehouse Security Coverage”

More specific listings may improve search visibility and attract more qualified inquiries, but sellers retain full control over how they structure their services.

How to Create a Service

To create a new service:

  1. Log in to your Service Provider dashboard.

  2. Click “Services” in the menu.

  3. Click the “Create New” button.

You will then be directed to the service creation form.

Required Fields

When creating a service, you must complete:

  • Service Name*
    Use a clear, descriptive title that reflects exactly what you offer.

  • Select Category*
    Choose the most accurate category to ensure proper placement in search results.

  • Service Image*
    Upload a high-quality image that represents the service.

  • Service Description (Describe Service)*
    Clearly explain what the service includes, how it works, and what clients can expect.

    This field is extremely important. It helps buyers understand your offering and is also part of the Security Lance search system.

    Use relevant service-related keywords naturally throughout your description to improve discoverability.

  • Select Pricing Method*
    Choose the pricing structure that best fits your service.

Writing an Effective Service Description

Your Service Description should:

  • Explain what is included in the base price

  • Clarify service scope and limitations

  • Outline staffing or equipment details (if applicable)

  • Identify industries or event types served

  • Mention coverage areas

Use clear, professional language. Avoid vague descriptions.

Because this section is searchable, include terms buyers are likely to use when searching (e.g., event security, executive protection, alarm monitoring, access control installation, mobile patrol).

Well-written descriptions improve both search ranking and buyer confidence.

Pricing Methods

Available pricing methods depend partly on your provider type.

Pricing Methods: Security Guard Services

Security Guard providers have access to all standard pricing methods, plus:

  • Per Person / Hour (exclusive to Security Guard Services)

This method is designed for deployments where pricing is based on the number of personnel and hours required.

Security Guard providers also have access to:

  • Fixed project pricing

  • Starting-at pricing

  • Custom quote / request pricing

  • Service package pricing

Optional settings may include:

  • Minimum hour requirements (if you choose to set one)

  • Minimum number of personnel requirements (if you choose to set one)

These controls allow you to structure services according to operational needs.

Pricing Methods: Other Security Services (Non-Guard)

Non-Guard providers have access to:

  • Fixed project pricing

  • Starting-at pricing

  • Custom quote / request pricing

  • Service package pricing

The Per Person / Hour pricing method is not available for this provider type.

These models are typically suited for installations, consulting, monitoring, investigations, and other project-based services.

Important: Pricing Method Affects Form Options

The service creation form may display different fields depending on the pricing method selected.

Certain pricing structures may unlock additional configuration options, such as:

  • Quantity settings

  • Service duration inputs

  • Coverage parameters

  • Optional minimum thresholds

Choose your pricing method carefully, as it determines how buyers interact with your listing.

Clearly Communicate Service Conditions

Creating a service allows you to inform buyers upfront about important aspects of your offering, including:

  • What is included in the base price

  • Overtime rates

  • Travel or distance fees

  • Equipment charges

  • Emergency or short-notice premiums

  • Conditions that attract additional charges

Transparency reduces misunderstandings, prevents disputes, and improves buyer confidence.

After Publishing

Once published, your service will appear within its selected category and search results.

You may edit, update, pause, or refine your services at any time from your dashboard.

Managing Your Service

After creating a service, you can manage, update, or adjust it at any time from your dashboard.

Keeping your services accurate and up to date improves visibility, builds buyer trust, and helps prevent misunderstandings.

How to Manage Your Services

To manage an existing service:

  1. Log in to your Service Provider dashboard.

  2. Click “Services” in the menu.

  3. Locate the service you want to manage.

From there, you can edit, update, pause, or remove the listing.

Editing a Service

You may update your service at any time, including:

  • Service Name

  • Description

  • Category

  • Pricing Method

  • Rates and minimum requirements

  • Service image

  • Included or additional charges

After making changes, be sure to save your updates.

Keeping information accurate ensures buyers receive correct details before submitting requests.

Updating Pricing

If your pricing changes due to operational costs, staffing adjustments, or market conditions, update your service promptly.

Important: If you change your pricing method, certain fields in the service form may also change.

Review your listing carefully after making pricing adjustments to ensure accuracy.

Pausing a Service

If you are temporarily unavailable or no longer offering a specific service, you may pause the listing.

Pausing a service:

  • Removes it from public visibility

  • Prevents new requests

  • Allows you to reactivate it later

This is useful during staffing shortages, seasonal pauses, or operational changes.

Deleting a Service

If you permanently discontinue a service, you may delete the listing.

Before deleting, ensure there are no active or pending service requests associated with it.

Deleted services must be recreated if you wish to offer them again in the future.

Best Practices

  • Review your services regularly.

  • Keep pricing and descriptions aligned with your current operations.

  • Remove outdated information.

  • Ensure your service images remain relevant and professional.

Well-maintained listings perform better in search and attract more qualified buyers.

Service Best Practices

Strong service listings do more than describe what you offer — they build trust, improve visibility in search results, and increase your chances of receiving qualified service requests.

Following best practices helps you present your business professionally, reduce disputes, and perform more effectively on the platform.

1. Follow Security Lance Policies and Guidelines

All services must comply with Security Lance policies and applicable laws.

Ensure that:

  • Your services are lawful and properly licensed where required.

  • Your descriptions are accurate and not misleading.

  • You do not make false claims about certifications, experience, or affiliations.

  • You operate within the scope of your selected service category.

Non-compliant listings may be removed, and accounts may be subject to review.

2. Present Your Business Professionally

First impressions matter. Your profile and services should reflect the standards of a professional security provider.

Consider the following:

  • Use a clear and professional profile image (logo or branded image).

  • Provide an accurate and well-written description of your professional experience.

  • Highlight certifications, training, and relevant industry expertise.

  • Keep your profile and services updated.

  • Use high-quality, authentic images that represent your operations.

Professional presentation increases buyer confidence and engagement.

3. Maintain Professional Communication

Clear and respectful communication is essential to building trust and securing repeat business.

When interacting with buyers:

  • Be professional in tone and language.

  • Respond in a timely manner.

  • Be courteous and solution-focused.

  • Communicate clearly about scope, timelines, and pricing.

  • Do not discriminate based on gender, religion, ethnicity, nationality, or other protected characteristics.

Professional conduct strengthens your reputation and helps create a trustworthy marketplace.

4. Use Optimized Service Content

Well-written service listings are easier to find and easier to understand.

Best practices include:

  • Use a clear, concise, and descriptive service title.

  • Clearly describe what is being offered and what is included.

  • Provide useful details without overwhelming the buyer.

  • Mention important conditions or limitations.

  • Use clear, relevant service images that reflect the actual service.

Optimized content improves search visibility and increases the likelihood of receiving qualified inquiries.

5. Price Your Service Strategically

Service pricing is entirely determined by the seller.

You are responsible for setting rates that reflect:

  • Your experience and qualifications

  • Staffing requirements

  • Equipment and operational costs

  • Market conditions

Be transparent about what is included in the base price and clearly state what may attract additional costs, such as:

  • Overtime

  • Travel or distance fees

  • Equipment usage

  • Emergency or short-notice services

  • Additional personnel requirements

Clear pricing reduces misunderstandings and helps prevent disputes.

Following these best practices helps you maintain a strong presence on Security Lance and increases your likelihood of long-term success on the platform.

Verification-Required Categories

Certain service categories on Security Lance require additional verification before providers can list services within them.

This additional review helps maintain platform quality, protect buyers, and ensure that services offered in specialized or higher-risk categories meet professional and regulatory standards.

Qualification

Only qualified service providers may offer services in verification-required categories.

Providers become eligible after successfully completing an evaluation conducted by the Security Lance team.

Approval is required before services can be listed in these categories.

How It Works

If you have not yet been approved for a verification-required category:

  • You will not be able to select that category when creating a new service.

  • The restricted category will not appear as an option on the Create Service page.

To become approved, you must undergo a vetting process performed by the Security Lance team.

The evaluation may include one or a combination of the following:

  • Document verification

  • Review of licenses or certifications

  • Assessment of industry experience

  • Review of business registration details

  • Other relevant qualifications

If you attempt to select or access a category requiring additional verification, you will be notified by email with further instructions.

You will also receive an email informing you of the final decision — whether approved or denied.

Once approved, you will be able to create and publish services in that category.

Helpful Tips for Approval

To improve your chances of approval:

  • Provide accurate and complete information about your experience and skills.

  • Submit relevant documentation that clearly demonstrates your qualifications.

Examples of supporting documentation may include:

  • Professional certifications

  • Industry licenses

  • Business registrations

  • Training credentials

  • Regulatory compliance documents

Incomplete or unclear submissions may delay the evaluation process.

How Long Does the Evaluation Take?

We aim to complete evaluations as quickly as possible, typically within one to two weeks.

However, processing times may vary depending on:

  • The volume of verification requests

  • The clarity and completeness of submitted documents

  • The ease of verifying credentials

  • Regulatory or licensing checks (if applicable)

Providers will be notified by email once a final decision has been made.

Verification-required categories are designed to protect both buyers and legitimate providers by maintaining high standards across specialized services.

Extra Cost (Additional Service Costs)

The Extra Cost feature allows service providers to add additional charges to a service request when a buyer’s requirements fall outside the standard scope of the base price.

Extra costs are determined by the service provider and must be clearly justified. This feature helps ensure pricing remains fair, transparent, and aligned with the actual scope of work.

When to Use Extra Cost

You may apply an extra cost when a buyer’s request includes special conditions or requirements that were not included in the original service pricing.

Examples may include:

  • Out-of-town travel or extended travel distance

  • Additional personnel beyond the original request

  • Specialized equipment or gear

  • After-hours or overnight coverage

  • Emergency or short-notice deployment

  • Extended service duration beyond the agreed time

  • Holiday service requests

Extra costs should reflect legitimate operational adjustments.

How It Works

When responding to a service request, you may:

  1. Enter the additional amount in the “Extra Cost” field.

  2. Provide a clear explanation in the “Extra Cost Reason” field.

The buyer will see:

  • The original base price

  • The added extra cost

  • The reason for the additional charge

  • The updated total amount

The buyer can then review and either accept or decline the updated pricing.

Example

Base service cost: $500

The buyer requests:

  • Service outside your normal coverage area

  • Additional equipment

  • After-hours deployment

You determine that these adjustments require an additional $250.

You would enter:

  • Extra Cost: $250

  • Extra Cost Reason: Out-of-town travel and after-hours coverage

The updated total becomes:

$500 (base price)

  • $250 (extra cost)
    = $750 total

This breakdown is sent to the buyer, who can review the explanation and choose whether to proceed.

Best Practices

  • Clearly explain the reason for any additional charge.

  • Ensure the extra cost is reasonable and directly related to the buyer’s request.

  • Avoid adding unexplained or excessive fees.

  • Communicate professionally before applying significant adjustments.

Transparency builds trust and reduces the risk of disputes.

The Extra Cost feature allows flexibility while maintaining pricing clarity for both service providers and buyers.

Managing Service Requests

Managing Orders / Service Requests

When a buyer submits a request for one of your services, it appears in your Service Requests section in the Seller Menu. From there, you can review the request, approve or reject it, communicate with the buyer if needed, and manage the service through completion.

Each request includes a Status field that indicates its current stage. The available status options are:

  • Pending – A newly submitted request awaiting your review

  • Approved – The request has been accepted and the service can proceed

  • Rejected – The request has been declined

  • Completed – The service has been successfully delivered

Managing requests promptly helps maintain a professional experience for buyers and ensures your schedule stays organized.

Accepting a Request

When a buyer submits a request, it will appear in your Service Requests page and will initially be set to Pending.

To review and approve a request:

  1. Go to Seller Menu → Service Requests.

  2. Locate the request in the list.

  3. Under Actions, click Review / Respond.

  4. A dialog box will appear. Click Review / Respond again to open the full request details.

  5. Carefully review the information provided by the buyer, including:

    • Requested service date(s) and time(s)

    • Number of personnel requested (if applicable)

    • Service location

    • Buyer’s description and additional notes

  6. Choose how you want to receive payment for the request.

    Choose Payment Method

    • Get paid via this site (site transaction charges will apply)

    • Get paid outside this site (no transaction charges)

    If you choose Get paid via this site, the buyer will complete payment through the platform and a 15% transaction fee will apply.

    If you choose Get paid outside this site, you will invoice and collect payment directly from the buyer, and no platform transaction fee will be charged.

    The “Get paid via this site” option is selected by default, but you may change it before approving the request.

  7. If the request is acceptable, change the Status from Pending to Approved.

Once approved, the buyer is notified that their request has been accepted and the service can proceed as scheduled.

Important Note Regarding Payment

How the Payment Status updates depends on the payment method you selected:

If you choose “Get paid via this site”:

  • A payment link will be automatically displayed to the buyer.

  • The buyer will use this link to complete payment through the platform.

  • Once payment is completed, the Payment column in your Service Requests page will automatically update from Pending to Paid.

If you choose “Get paid outside this site”:

  • You will handle invoicing and payment directly with the buyer.

  • After you receive payment, you should click the “Mark as Paid” button for that request.

  • This will update the Payment status from Pending to Paid in your Service Requests list.

Keeping payment statuses updated helps maintain accurate records of your completed services.

Declining a Request

If you are unable to fulfill the request, you may reject it.

Common reasons for rejecting a request may include:

  • Scheduling conflicts

  • Location outside your service area

  • Insufficient personnel availability

  • The request does not match the service being offered

To reject a request:

  1. Go to Seller Menu → Service Requests.

  2. Under Actions, click Review / Respond.

  3. Open the request details.

  4. Change the Status from Pending to Rejected.

The buyer will be notified that the request was declined and can search for another provider.

Request Modifications

Sometimes a buyer’s request may need adjustments before you can proceed. For example:

  • The requested time may need to be adjusted

  • The number of personnel may need to change

  • Additional service details may need clarification

  • Additional costs may apply

In such cases, communicate with the buyer to clarify the request before approving it.

If the updated requirements involve additional travel, equipment, extended hours, or other changes that increase the scope of the service, you may apply an Extra Cost before approving the request. The Extra Cost allows you to include the additional amount along with a reason explaining the adjustment.

Clear communication ensures both parties understand the scope of the service before it proceeds.

Cancellation Handling

Occasionally, a service may need to be cancelled after it has been approved.

Cancellations may occur due to:

  • Changes in the buyer’s plans

  • Scheduling conflicts

  • Weather or event cancellations

  • Other unforeseen circumstances

Service providers should refer to and follow their Cancellation Policy when handling cancellations. Clearly stating your cancellation policy in your profile or service listing helps buyers understand the conditions under which cancellations may occur.

What Happens if a Buyer Does Not Respond

If you contact the buyer for clarification and do not receive a response, it is recommended to allow reasonable time for a reply.

If the request cannot move forward due to lack of response, you may reject the request so that your schedule remains available for other buyers.

Keeping your request list organized helps ensure you can respond quickly to new service opportunities.

Marking a Service as Completed

After the service has been successfully delivered, you should update the request status to Completed.

To mark a request as completed:

  1. Go to Seller Menu → Service Requests.

  2. Locate the relevant request.

  3. Click Review / Respond under Actions.

  4. Open the request details.

  5. Change the Status to Completed.

This confirms that the service has been fulfilled and helps maintain accurate records of your completed work.

If you encounter any issues managing a request, you may contact Security Lance Support for assistance.

Communicating With Clients About Service Requests

Clear and timely communication helps ensure that service requests are completed smoothly and that both you and the buyer have a shared understanding of the service being provided.

Security Lance includes a built-in messaging system that allows service providers and buyers to communicate directly through the platform. This messaging tool can be used to discuss service details, clarify requests, confirm schedules, or address any questions related to a service.

While many providers may also communicate with clients through phone calls, email, or other methods, the platform messaging system provides a convenient way to keep service-related communication organized in one place.

When to Use the Messaging System

The messaging system can be helpful in many situations, including:

  • Clarifying details about a buyer’s request

  • Confirming service dates, times, or locations

  • Discussing personnel requirements or equipment needs

  • Answering questions about the scope of the service

  • Communicating schedule updates or adjustments

  • Providing additional information before approving a request

Keeping important service discussions documented within the platform can help both parties maintain a clear record of the agreement.

Accessing Messages

You can access your messages through the Messages section in the Seller Menu.

From there, you can:

  • View conversations with buyers

  • Respond to new messages

  • Continue discussions related to existing service requests

  • Keep track of communication with potential or current clients

Checking your messages regularly helps ensure that you respond promptly to buyer inquiries and service requests.

Communication Best Practices

Maintaining professional communication helps build trust and improves the overall experience for buyers.

When communicating with clients:

  • Be clear and professional in your responses

  • Respond promptly whenever possible

  • Provide accurate information about your services and availability

  • Ask questions if any part of a request is unclear

  • Confirm important service details before approving a request

Professional communication can help prevent misunderstandings and lead to successful service outcomes.

Important Note

The messaging system is intended to support communication related to service requests and bookings. Service providers and buyers should always ensure that their communications remain professional and respectful.

If you encounter inappropriate behavior or suspicious activity during a conversation, you may contact Security Lance Support for assistance.

Payments, Billing & Fees

Payments & Payouts 

Security Lance allows sellers to receive payment in two different ways depending on how they prefer to bill their clients.

Payment Methods Available

When reviewing a service request, sellers must choose one of the following payment methods:

1. Get paid via this site
Payment is processed through the Security Lance platform. A 15% transaction fee will be applied.

2. Get paid outside this site
You invoice and collect payment directly from the buyer using your own billing method. No transaction fees are charged by Security Lance.

The payment method must be selected when accepting a service request.

How Platform Payments Work

If you choose “Get paid via this site”, the following will occur:

  1. A payment link will be sent to the buyer through the platform.

  2. The buyer completes payment using the link.

  3. Once payment is successful, the Payment status in the Service Requests page will update from Pending to Paid.

This confirms that payment has been received through the platform.

How Off-Platform Payments Work

If you choose “Get paid outside this site”, you will invoice and collect payment directly from the buyer.

Once you have received payment, you should:

  1. Go to Seller Menu → Service Requests

  2. Locate the request

  3. Click Mark as Paid

This helps keep your service records accurate within the platform.

When Sellers Get Paid

For services paid through the Security Lance platform:

  • Funds become available for withdrawal 5 days after the service is completed.

  • Sellers can withdraw available funds according to the platform’s payout options.

Processing times may vary depending on the payment processor and banking system.

Refund Handling

Services Paid Outside the Platform

If a seller chooses off-platform billing, the seller is responsible for handling refunds directly with the buyer.

Sellers are encouraged to clearly state their refund and cancellation policies in their profile so buyers understand the terms before requesting a service.

Services Paid Through Security Lance

For services paid through the platform, sellers are encouraged to first attempt to resolve issues directly with the buyer.

If both parties cannot reach an agreement, Security Lance may review the situation and determine whether a refund should be issued.

The review may consider factors such as:

  • Details of the service request

  • Communication between buyer and seller

  • Evidence that the service was completed

If a refund is approved, the payment processor will reverse the funds back to the buyer.

Security Lance’s determination regarding refunds applies only to transactions processed through the platform and will be final for the purposes of the platform.

Both the buyer and seller retain the right to pursue legal resolution outside the platform if they choose. Security Lance will not be a party to such proceedings.

Service Completion Documentation (Recommended)

To help prevent misunderstandings or disputes, sellers are encouraged to keep confirmation that a service was completed as agreed.

Examples may include:

  • Service logs or guard duty reports

  • Check-in or check-out confirmations

  • Photos or documentation related to the service

  • Written confirmation from the buyer

  • Records of communication regarding the service

Maintaining clear documentation can help resolve questions quickly and support the review process if a dispute arises.

Viewing Your Earnings (for Payments Collected via the Platform)

When you choose “Get paid via this site” for a service request, payments from buyers are processed through the Security Lance platform. Your earnings from these transactions can be viewed in your Payouts dashboard.

To view your earnings:

  1. Go to Seller Menu → Payouts.

  2. Click Payouts from the dropdown menu.

This will open the Payouts page, where you can view a dashboard showing:

  • Total Earnings – The total amount earned from completed services paid through the platform.

  • Total Withdrawals – The total amount you have already withdrawn.

  • Balance – Your current available balance that can be withdrawn.

This page provides a quick overview of your earnings and helps you track income from services paid through the platform.

Filtering Your Earnings by Time Period

The Payouts page includes a time filter that allows you to view your earnings based on specific date ranges.

Available filter options include:

  • All

  • Today so far

  • Last 7 days

  • Last 15 days

  • Last 30 days

  • Last 90 days

  • Last 180 days

  • Last 365 days

  • Custom Date

Selecting a filter will update the dashboard to display Total Earnings, Total Withdrawals, and Balance for the selected time period.

This feature allows you to easily review your performance over different timeframes and monitor the financial activity of your services on the platform.

Withdrawing Earnings & Managing Payout Methods

To receive payments collected through the Security Lance platform, you must connect a payout account. Security Lance uses Stripe to securely process payouts to service providers.

Connecting your Stripe account allows you to receive withdrawals directly to your bank account.

Setting Up Your Payout Account

To connect your payout account:

  1. Go to Seller Menu → Payouts.

  2. Click Set Payout Account from the dropdown menu.

  3. This will open the Setup Payout Accounts page.

  4. Click the Stripe button.

  5. You will be redirected to the Stripe setup page.

  6. Follow the simple instructions provided by Stripe to connect or create your account.

Stripe accounts can be created for free at stripe.com if you do not already have one.

After completing the setup, you will be redirected back to Security Lance. The Setup Payout Accounts page will display the message:

“Your Stripe account is fully connected.”

Once connected, you will be able to receive withdrawals from your platform earnings.

Requesting a Withdrawal

When you have available funds in your balance, you can request a payout.

To request a withdrawal:

  1. Go to Seller Menu → Payouts.

  2. Click Payouts from the dropdown menu.

  3. On the Payouts page, click the Send Payout Request button.

This submits your withdrawal request for processing.

Your payout will then be transferred to the bank account associated with your connected Stripe account.

Important Notes About Payouts

  • Payouts are only available for payments processed through the Security Lance platform.

  • Payments you collect directly from buyers outside the platform will not appear in your Payouts dashboard.

  • Your available Balance reflects the amount currently eligible for withdrawal.

Trust, Safety & Compliance

Trust, Safety & Compliance

Security Lance is committed to maintaining a safe, professional, and trustworthy marketplace for both service providers and buyers. The following guidelines help ensure that services are conducted responsibly and in accordance with professional standards.

Handling Suspicious Requests

Occasionally, a seller may receive a service request that appears unusual or inconsistent with the types of services normally offered on the platform.

Examples may include:

  • Requests involving illegal activities

  • Requests that violate local regulations

  • Requests asking the seller to operate outside the platform in suspicious ways

  • Requests that involve unsafe or unethical practices

If you encounter a request that appears suspicious, you should decline the request and report the situation to the Security Lance support team.

Maintaining a safe marketplace depends on sellers helping identify inappropriate or unlawful activity.

Reporting Misconduct

Security Lance expects both buyers and service providers to behave professionally and respectfully.

Misconduct may include:

  • Harassment or abusive communication

  • Discriminatory behavior based on gender, race, religion, ethnicity, or other protected characteristics

  • Attempts to misuse the platform for illegal activities

  • Fraudulent payment behavior

If you experience or observe misconduct, please report it to the Security Lance support team so that it can be reviewed.

Security Lance may investigate reports and take appropriate action, which could include warnings, restrictions, or account suspension.

Disputes Between Buyers and Sellers

While most transactions proceed smoothly, disagreements may occasionally arise regarding services provided.

If a dispute occurs, service providers are encouraged to first communicate directly with the buyer to try to resolve the issue in a professional and cooperative manner.

For services paid through the Security Lance platform, if the buyer and seller are unable to reach an agreement, Security Lance may review the situation and evaluate available information related to the service request.

Security Lance may then determine whether a refund should be issued or denied.

Security Lance’s determination regarding refunds applies only to transactions processed through the platform and will be final for the purposes of the platform.

Both buyers and sellers retain the right to pursue any legal remedies available to them outside of the platform if they choose to do so.

Documentation Best Practices

Service providers are encouraged to maintain reasonable documentation related to services performed. Keeping clear records can help resolve misunderstandings quickly if questions arise.

Examples of useful documentation include:

  • Communication confirming the service schedule and scope

  • Guard duty logs or attendance records

  • Check-in or check-out confirmation

  • Photos or documentation related to the completed service

  • Written confirmation from the buyer that the service was performed

Maintaining organized documentation can be helpful if Security Lance needs to review a dispute involving a service performed through the platform.

Independent Service Providers

Service providers listed on Security Lance operate as independent businesses or professionals. They are not employees, agents, or representatives of Security Lance.

Service providers are solely responsible for:

  • The services they offer

  • Their qualifications, licensing, and certifications

  • Compliance with all applicable laws and regulations

  • The performance and conduct of their personnel

Security Lance provides a platform that connects buyers with service providers but does not supervise, direct, or control how services are performed.

Service providers are responsible for ensuring that their services comply with all applicable licensing requirements and local regulations in the areas where they operate.