Terms of Service

1. Purpose, Scope and Acceptance

These Terms of Service ("Terms") govern the relationship between Simba Security Service ("3S", "we", "us", or "our") and any client, prospective client, website visitor, or other party engaging with our services. By instructing us, signing a service agreement, or using this website, you accept these Terms.

These Terms apply to all security operations we conduct, at every site and in every country in which we operate. Where a signed service agreement, statement of work, or client-specific standard operating procedure addresses a matter covered here, that document prevails to the extent of any inconsistency — except that nothing in any agreement may reduce the human rights, use-of-force, and legal compliance commitments set out in sections 5, 10, 11, 14, and 15, which apply without exception and cannot be varied by contract.

2. About Simba Security Service

Simba Security Service is a private security company incorporated in the Federal Democratic Republic of Ethiopia and a subsidiary of East African Holding. We provide manned guarding, mobile patrol, risk advisory, security technology, and related services to commercial, industrial, diplomatic, and private clients.

We hold the licences and registrations required to provide private security services in the jurisdictions where we operate, and we maintain those authorisations in good standing as a condition of continued operation.

3. Our Security Operations Management System

We operate a Security Operations Management System ("SOMS") established in conformity with ISO 18788:2015 — Management system for private security operations. Certification of the SOMS is being pursued through Intertek as our independent certification body.

The SOMS governs how we plan, deliver, monitor, and improve security operations. It defines:

• The context in which we operate and the interested parties whose needs we must address, including clients, our personnel, host communities, and the authorities
• Our security operations policy, objectives, and the risk assessment process that drives them
• The roles, responsibilities, and authorities assigned to management and operational personnel
• Operational controls covering the conduct of security personnel, the use of force, weapons management, incident response, and human rights due diligence
• Monitoring, internal audit, management review, corrective action, and continual improvement

Documented information supporting the SOMS is controlled, retained, and made available to auditors, and to clients to the extent provided in their service agreement.

4. Legal, Regulatory and Normative Framework

We conduct our operations in compliance with applicable national law and in accordance with recognised international instruments governing private security. Our framework includes:

• The Constitution and laws of the Federal Democratic Republic of Ethiopia, including private security licensing, labour, firearms, and criminal law requirements
• The laws of any other jurisdiction in which we conduct operations
• ISO 18788:2015 — Management system for private security operations
• The International Code of Conduct for Private Security Service Providers (ICoC) and the principles maintained by the ICoC Association
• The Montreux Document on pertinent international legal obligations and good practices for States related to operations of private military and security companies
• The UN Guiding Principles on Business and Human Rights (Ruggie Principles)
• The Voluntary Principles on Security and Human Rights
• The UN Basic Principles on the Use of Force and Firearms by Law Enforcement Officials and the UN Code of Conduct for Law Enforcement Officials
• The Universal Declaration of Human Rights and the core conventions of the International Labour Organization

Where national law and international human rights standards conflict, we seek ways to honour the principles of internationally recognised human rights to the fullest extent that does not place us in breach of national law, and we document the conflict and our response.

5. Human Rights Commitment

Respect for human rights is a condition of every engagement we accept. We conduct human rights due diligence before entering an engagement and throughout its life, assessing the risk that our operations could cause, contribute to, or be directly linked to an adverse human rights impact.

We commit that our personnel will not engage in, support, or tolerate:

• Torture or cruel, inhuman, or degrading treatment or punishment
• Sexual exploitation, abuse, or gender-based violence
• Human trafficking, slavery, forced or compulsory labour, or child labour
• Discrimination on the basis of ethnicity, religion, gender, disability, political opinion, national or social origin, or any other protected characteristic
• Arbitrary deprivation of liberty, or any deprivation of liberty other than as expressly permitted in section 11
• Interference with the lawful exercise of freedom of expression, assembly, or association, including lawful trade union activity

We take particular care where operations may affect women, children, indigenous peoples, displaced persons, migrants, or other groups at heightened risk. Where we identify that we have caused or contributed to an adverse human rights impact, we cooperate in its remediation through legitimate processes.

We decline or withdraw from engagements where we cannot deliver the service without a foreseeable and unmitigable risk of serious human rights harm.

6. Services Provided

Simba Security Service provides the following categories of service, each within a defined scope agreed in writing:

• Physical Security Services
• Mobile Patrol and Escorting
• Intelligence, Compliance Audits and Risk Assessment
• Training and Advisory with Competency Certificates
• Violence and Emergency Response
• Visitor Management
• Multi-Site Central Control and Geo-Fencing Monitoring
• Supply Chain Protection
• Private Security Management System Implementation Consultancy
• Fire and Emergency Response Services
• Security Technologies Supply, Installation and Maintenance
• VIP Free Zone Protection

We do not provide direct participation in hostilities, offensive military services, or any service that would constitute a combat function.

7. Risk Assessment and Service Agreements

We do not deploy personnel to a site before a documented risk assessment has been completed and accepted. The assessment addresses the threat environment, the human rights context, the safety of our personnel, the interests of the surrounding community, and the controls required to keep residual risk within acceptable limits.

Every engagement is governed by a written service agreement specifying the scope of services, post orders, duration, staffing, escalation and reporting lines, fees, and any client-specific procedures. Post orders issued to personnel must be consistent with these Terms; where a client requests post orders that are not, we will advise the client in writing and decline the instruction.

Risk assessments are reviewed on a defined cycle and re-performed when the threat environment, scope of work, or site conditions change materially, or following a significant incident.

8. Screening, Vetting and Licensing of Personnel

No individual is assigned to a security duty before screening is complete and documented. Screening is proportionate to the role and includes, as applicable:

• Verification of identity, nationality, and right to work
• Verification of employment history, qualifications, and references
• Criminal record checks to the extent permitted by law
• Screening for any past involvement in human rights violations, war crimes, corruption, sexual exploitation or abuse, or unlawful use of force — any substantiated finding is disqualifying
• Medical fitness assessment, and psychological suitability assessment for armed or high-risk roles
• Verification of current professional licensing, and of firearms authorisation where the role is armed

Screening records are retained for the period stated in our Privacy Policy. Vetting is repeated periodically and whenever an individual is promoted into an armed, supervisory, or high-risk role. Personnel whose licence, authorisation, or fitness lapses are stood down from the affected duties until it is restored.

9. Competence, Training and Awareness

Personnel are trained and assessed as competent before assignment, and refreshed on a defined cycle. Training covers, at minimum:

• The rules for the use of force and the legal limits on that authority
• Human rights, including the prohibitions in section 5, and the rights of persons they encounter
• Applicable national law, post orders, and site-specific procedures
• Conflict de-escalation, communication, and cultural awareness relevant to the operating environment
• Incident recognition, reporting, and preservation of evidence
• The grievance and whistleblowing channels available to them and to the public
• First aid and emergency response appropriate to the role
• Weapons handling, safety, and marksmanship qualification for armed roles

Training and competence records are maintained for each individual and are available for audit.

10. Rules for the Use of Force

Our personnel are trained and required to resolve situations without force wherever possible. Where force cannot be avoided, the following rules apply without exception and cannot be varied by any client instruction:

• Last resort. Force may be used only when non-violent means are ineffective or offer no prospect of achieving the lawful objective.
• Necessity and proportionality. Any force used must be strictly necessary and proportionate to the threat, and must be the minimum required. It must cease the moment the threat ends.
• Lawful purpose. Force may be used only in self-defence, in defence of others against an imminent threat of death or serious injury, or where otherwise expressly permitted by applicable law. Force is not a permissible means of protecting property alone except to the extent applicable law allows, and never where it risks death or serious injury.
• Firearms. A firearm may be discharged only where strictly necessary to protect life against an imminent threat of death or serious injury, and only by personnel authorised, licensed, and currently qualified. Warning shots and shots at moving vehicles are prohibited except where unavoidable to protect life.
• Graduated response. Personnel apply the lowest level of the force continuum capable of resolving the situation, escalating only as strictly required and de-escalating as soon as possible.
• Vulnerable persons. Particular restraint is exercised in relation to children, pregnant women, elderly persons, and persons with disabilities.
• Duty of care after force. Medical assistance is rendered to any injured person at the earliest safe opportunity, and the next of kin or relevant authorities notified as required by law.
• Reporting. Every use of force, every discharge of a firearm, and every drawing of a weapon is reported internally without delay, recorded, investigated, and notified to the client and to the competent authorities where required by law.

Force is never used as punishment, retaliation, or intimidation, and never to suppress lawful protest, lawful assembly, or lawful trade union activity.

11. Apprehension, Search and Handover to Authorities

We do not operate detention facilities and we do not detain persons. Where applicable law permits apprehension of a person — typically where a person is caught committing an offence — the following apply:

• Apprehension is limited to what the law expressly permits, and only for the minimum time required
• The apprehended person is handed over to the competent law enforcement authority without delay
• The person is treated humanely at all times, informed of the reason for apprehension, and not subjected to interrogation
• Any injury, medical need, or vulnerability is addressed immediately
• Every apprehension is recorded, reported, and reviewed

Searches of persons are conducted only where there is lawful authority or valid consent, in a manner that respects dignity and privacy, and by an officer of the same gender as the person searched wherever practicable. Where a same-gender officer is unavailable, the search is limited to what is strictly necessary and conducted in the presence of a witness.

12. Weapons, Ammunition and Equipment

Weapons are carried only where the engagement is expressly authorised as an armed deployment, the applicable licences are in force, and the assigned personnel are authorised, trained, and currently qualified.

• All weapons and ammunition are registered, uniquely identified, and recorded in a controlled register
• Weapons and ammunition are held in secure storage and issued and returned against signed records at the start and end of each shift
• Ammunition is accounted for by count; any discrepancy is investigated as an incident
• We do not acquire, hold, or use weapons prohibited under applicable national law or international convention
• Non-lethal equipment is subject to the same authorisation, training, and reporting requirements as lethal weapons
• Personnel found carrying an unauthorised weapon on duty are removed from duty and subject to disciplinary process

13. Uniforms, Identification and Vehicle Marking

Our personnel are identifiable while on duty. They wear the issued uniform, display identification, and carry their licence where required by law. Uniforms, insignia, and vehicle markings are distinguishable from those of the military, police, and other state security forces, and our personnel do not represent themselves as public officials.

14. Prohibited Conduct

The following are prohibited for all personnel, without exception, on and off duty where relevant to their role:

• Any act listed in section 5 (Human Rights Commitment)
• Reporting for duty, or performing any duty, under the influence of alcohol or unprescribed drugs
• Soliciting, accepting, or offering any bribe, kickback, or improper payment
• Any form of harassment, bullying, or abuse of authority
• Disclosure of client, personal, or operational information other than as authorised
• Falsification, alteration, or destruction of any record, report, or log
• Any criminal offence connected with the performance of duties

Breach is addressed through our disciplinary process and, where the conduct may constitute a criminal offence, referred to the competent authorities.

15. Duty to Refuse Unlawful Instructions

Every member of our personnel has both the right and the affirmative duty to refuse any instruction that is unlawful or that would breach these Terms — including an instruction from a client, a client representative, a supervisor, or a public official.

No person will be dismissed, disciplined, demoted, penalised, or otherwise disadvantaged for refusing an unlawful instruction, or for reporting one. Personnel are trained to recognise unlawful instructions and to report them immediately through the channels in section 20. Following a superior's order is not a defence to unlawful conduct.

16. Client Responsibilities

As a client, you agree to:

• Provide accurate and complete information about the site, the threat environment, and any known risk to our personnel or to third parties
• Comply with all applicable laws and regulations, and not to direct our personnel to act unlawfully or contrary to these Terms
• Accept that our personnel will refuse unlawful instructions, and not to penalise us or them for that refusal
• Provide a safe working environment, including access to sanitation, drinking water, shelter, and rest facilities appropriate to the post
• Cooperate with our incident reporting and investigation processes, including preserving evidence and providing access to records and CCTV where relevant
• Notify us promptly of any change materially affecting the risk assessment or the scope of services
• Bring any concern about the conduct of our personnel to us through the channels in section 20
• Make timely payment as specified in the service agreement

17. Subcontractors and Supply Chain

We remain accountable for services delivered on our behalf. Any subcontractor is engaged only after documented due diligence, and is contractually required to meet standards equivalent to those in these Terms — including vetting, training, rules for the use of force, weapons control, incident reporting, and grievance access.

We monitor subcontractor performance, reserve the right to audit, and terminate where standards are not met. Subcontracting does not transfer our responsibility to the client or to affected third parties.

18. Occupational Health, Safety and Welfare

The safety and welfare of our personnel is a management system obligation, not a discretionary benefit. We:

• Assess and control occupational health and safety risks at every post
• Provide personal protective equipment appropriate to the assessed risk, at no cost to the individual
• Set working hours, shift patterns, and rest periods that comply with applicable labour law and manage fatigue
• Pay wages that meet or exceed applicable legal minimums, on time and in full, without unlawful deduction
• Do not retain identity documents, charge recruitment fees, or impose any condition amounting to forced labour
• Respect freedom of association and the right to collective bargaining
• Provide access to medical care for work-related injury and to psychological support following a critical incident
• Maintain a workplace free from harassment and discrimination, with a confidential route to report either

19. Incident Reporting, Investigation and Records

All incidents are reported through the SOMS. Reportable incidents include any use of force, discharge or drawing of a weapon, apprehension, injury or death, allegation of misconduct or human rights abuse, loss of a weapon or ammunition, security breach, and any near miss.

Personnel report without delay and in any event within the timeframe defined in the applicable procedure. Reports are logged, assessed for severity, and investigated proportionately by persons independent of those involved. Investigation outcomes drive corrective action under section 31.

Clients are notified of incidents affecting their site or personnel in accordance with their service agreement. Where an incident may involve a criminal offence or a serious human rights impact, it is reported to the competent authorities as required by law, and we cooperate with any lawful investigation. Evidence is preserved and records are retained as set out in our Privacy Policy.

20. Grievance Mechanism and Whistleblowing

We operate a grievance mechanism open to anyone — our personnel, clients, members of the public, and affected communities — without cost and without any requirement to identify yourself.

Concerns may be raised through our confidential whistleblowing channel, which accepts anonymous reports, or by contacting us using the details in section 34. Reports about the conduct of our personnel, human rights concerns, use of force, safety, fraud, corruption, harassment, or any breach of these Terms are all in scope.

• Reports are received and reviewed confidentially by security management
• Where the reporter provides contact details, receipt is acknowledged and the reporter is kept informed of the outcome so far as confidentiality and law permit
• Reports are investigated by persons independent of the subject matter, and substantiated findings lead to corrective action, disciplinary process, and remediation
• Retaliation against any person who raises a concern in good faith is prohibited and is itself treated as serious misconduct, regardless of whether the concern is ultimately substantiated
• Records of grievances, investigations, and outcomes are maintained and reviewed by management for patterns and systemic causes

Use of this mechanism does not limit any person's right to approach the courts, a regulator, a law enforcement authority, or any other competent body at any time.

21. Anti-Bribery, Anti-Corruption and Conflicts of Interest

We prohibit bribery and corruption in every form, including facilitation payments, whether offered to or by our personnel, agents, or subcontractors, and whether involving public officials or private parties. Gifts and hospitality are subject to declared limits and recorded. Personnel must declare any conflict of interest, including any relationship with a client, competitor, supplier, or public official that could compromise impartiality. Breaches are reported through section 20 and dealt with under section 14.

22. Confidentiality and Information Security

We treat client information, security arrangements, risk assessments, post orders, and operational details as confidential. Personnel are bound by written confidentiality undertakings that survive the end of their engagement. Access to information is granted on a need-to-know basis and controlled.

Confidentiality does not extend to concealing unlawful conduct or a human rights abuse. No confidentiality obligation, contractual clause, or settlement prevents any person from making a report under section 20 or to a competent authority.

Personal data is handled in accordance with our Privacy Policy.

23. Intellectual Property

All methodologies, training programmes, assessment tools, procedures, and proprietary systems developed by Simba Security Service remain our intellectual property. Clients receive a non-exclusive right to use deliverables for their own internal security purposes, and may not reproduce, distribute, or commercialise them without our written permission. Client-owned information provided to us remains the client's property.

24. Insurance and Financial Responsibility

We maintain insurance appropriate to the nature and scale of our operations, including cover for public and third-party liability, employer's liability, and workers' compensation as required by applicable law. Evidence of cover is available to clients on request and is reviewed as part of our management system.

Maintaining insurance does not limit any obligation we owe under section 5 or section 20, and we do not rely on insurance in place of remediation.

25. Limitation of Liability

We deliver our services with the skill and care reasonably expected of a professional security provider operating a certified management system. Security services reduce risk; they cannot guarantee that no incident will occur, and we do not warrant absolute prevention.

Subject to the paragraph below, our liability is limited as specified in the applicable service agreement, and we are not liable for indirect, incidental, or consequential loss, for loss arising from circumstances beyond our reasonable control, or for the acts of third parties outside our control.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, for any human rights abuse we cause or contribute to, or for any liability that cannot lawfully be excluded.

26. Force Majeure

Neither party is liable for failure to perform caused by an event beyond its reasonable control, including armed conflict, civil unrest, natural disaster, epidemic, or an act of a public authority. The affected party notifies the other promptly, takes reasonable steps to mitigate, and resumes performance as soon as practicable. Our obligations regarding the safety of personnel and the protection of human rights continue to apply throughout.

27. Payment Terms

Payment terms are specified in each service agreement. Generally, invoices are due within the period stated in the agreement, late payment may attract charges as specified, and we may suspend services for non-payment after written notice and a reasonable opportunity to remedy. Fees are non-refundable unless the agreement provides otherwise.

We will not reduce staffing levels, training, equipment, or welfare provision below the standard required by the risk assessment in order to meet a price. Where a client requires a price that cannot support compliant delivery, we will say so and decline the engagement.

28. Suspension and Termination

Either party may terminate a service agreement in accordance with its terms. In addition, we may suspend or terminate immediately where continued performance would require unlawful conduct, would breach these Terms, would expose our personnel to unacceptable risk, or where a client directs conduct contrary to section 15 and does not withdraw the instruction.

On termination: outstanding fees become due; client property, keys, credentials, and records in our possession are returned or securely destroyed as instructed; access rights are revoked; and confidentiality obligations, record retention obligations, and the grievance rights in section 20 continue to apply.

29. Emergency Services Disclaimer

Our 24/7 control room provides immediate tactical support and coordination. In any life-threatening emergency, contact the public emergency services — police, fire, or medical — directly and without delay. Our services complement but do not replace official emergency response systems, and no term of any agreement should be read as directing a person to contact us instead of the public authorities.

30. Performance Evaluation, Audit and Certification

We monitor and measure the performance of the SOMS against defined objectives and indicators. The system is subject to:

• Planned internal audits covering all elements of the management system on a defined cycle, conducted by auditors independent of the area audited
• Management review at planned intervals, addressing audit results, incident and grievance data, human rights performance, corrective actions, and opportunities for improvement
• Independent third-party certification audit and ongoing surveillance by our certification body, Intertek
• Client audit of our performance under an engagement, on reasonable notice and subject to confidentiality and the safety of operations

Records of monitoring, audit, and review are retained as documented information.

31. Nonconformity, Corrective Action and Continual Improvement

Where a nonconformity is identified — through an incident, a grievance, an audit, a client complaint, or our own monitoring — we react to control and correct it, evaluate its cause, determine whether it exists or could occur elsewhere, implement corrective action proportionate to its effect, and verify effectiveness. Nonconformities, their causes, and the actions taken are recorded and feed into management review and continual improvement of the SOMS.

32. Amendments and Document Control

These Terms are a controlled document. Amendments are reviewed and approved before issue, take effect on the effective date shown in the document control panel at the top of this page, and are identified by revision number. Material changes are communicated to active clients. Superseded revisions are retained in our document register. Continued use of our services after the effective date of an amendment constitutes acceptance of the amended Terms.

33. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Federal Democratic Republic of Ethiopia, unless the applicable service agreement expressly provides otherwise for an engagement conducted in another jurisdiction. The parties will first seek to resolve any dispute through good-faith discussion between senior representatives. Failing resolution, disputes are subject to the jurisdiction of the competent courts of Ethiopia, or to arbitration where the service agreement so provides.

Nothing in this section limits the right of any person to raise a concern under section 20, or to approach a regulator, law enforcement authority, or court at any time.

34. Contact Information

For questions about these Terms, to request evidence of our licences or insurance, or to raise a concern:

• Email: info@simbasecurityservice.com
• Phone: 0998666644
• Address: Torhayloch, Near Awash Winery
• Confidential reporting: Whistleblowing channel — anonymous reports accepted
• Data protection: see our Privacy Policy