Terms of Service

Our service and independent status

ReviewAppeals provides independent, policy-based support for Google and Trustpilot review removal requests. Our country websites use local service brands and share the ReviewAppeals support team. Contact [email protected] about your request or agreement.

We accept removal requests for an attempt. An assessment is optional supporting context, not an eligibility test or a promise of success. We may investigate possible grounds, prepare a report or removal request, and pursue appeals or escalation routes available for the agreed case. We will not fabricate evidence or make a knowingly false report.

Google and Trustpilot make their own decisions. We are not affiliated with or endorsed by either platform, and we are not a law firm or a provider of legal representation. Negative opinions, low ratings, and disagreement with a reviewer do not by themselves establish a policy violation.

Your quote and acceptance

Your quote identifies the business profile, platform, selected reviews, allocated price for each review, currency, tax treatment, and maximum total fee. For a package, each review has an allocated fee so partial outcomes can be settled separately. We do not add fees for further preparation or available appeals within the agreed scope.

Submitting a form, requesting an assessment, discussing a price, or receiving a reminder does not authorize paid work. We need your affirmative acceptance of the selected reviews, price, and supplied terms, through the quote acceptance step or a clear written reply. The person accepting must be entitled to instruct us for the customer. We clarify conditional or ambiguous replies before treating them as an agreement.

We provide a copy or written confirmation of the accepted scope and terms. A specifically agreed written exception takes precedence over the corresponding standard term. Changes to scope or price require further written agreement.

Pay only if removed

For new work under these terms, there is no deposit or upfront payment. You owe the allocated fee only for an authorized review whose removal we confirm using the checks below. If an attempt is unsuccessful, there is no removal fee for that review. Payment for one successful review does not depend on the outcome of other reviews in the quote.

We do not charge for a review already removed before our work starts. Once we have begun the authorized work, the agreed fee becomes payable if the review is subsequently confirmed removed under these terms, even if you or another provider are also pursuing its removal. Where requests overlap, it may not be possible to establish which action produced the result. Payment is therefore based on confirmed removal after our work has started, without requiring proof that our work was the sole or decisive cause. Tell us about previous reports, other providers, and any parallel removal activity; using another provider does not cancel our engagement or reduce the agreed fee.

How we confirm removal

We check the identified review's direct link, where available, and the business's public review listing on two occasions at least 24 hours apart. The review must no longer be publicly visible in the relevant platform listing, and the checks must support removal of that particular review. We retain dated evidence and provide it with the completion notice.

A supplier's report alone, an inaccessible page, a temporary platform outage, a login requirement, or a changed review count is not sufficient evidence. If you still see the review, send the link and a current screenshot so we can investigate. We do not treat an unresolved visibility difference as confirmed removal.

Confirmation concerns the agreed platform review. It does not include cached search results, screenshots, copies on another website, removal of the whole business profile, or blocking future reviews unless your quote expressly includes that work.

Invoices and payment deadline

The fee is payable within seven calendar days after we supply both the invoice and the removal evidence, calculated from the later of those two dates. A separately agreed written extension applies to the invoice concerned. The invoice must use the price, currency, tax treatment, and selected reviews you accepted.

Payment is handled through the method identified on your invoice, such as a Stripe-hosted payment page. Do not email card details or passwords. Contact [email protected] promptly if a payment link fails or billing details need correction.

Confirmed removal does not mean that a platform can never restore a review. The reinstatement protection below provides a defined remedy; payment is not conditional on an indefinite observation period. If the covered review returns before the invoice is paid, we pause collection of that review's fee while applying the reinstatement remedy.

30-day reinstatement protection

If the same review returns within 30 calendar days after our written removal confirmation, tell us and supply the link or screenshot. This includes restoration or editing of the original review and a materially identical repost by the same reviewer during that period. We may ask for information needed to establish that it is the covered review. Please report it promptly; a reasonable delay in reporting does not by itself remove protection if the evidence shows it returned during the covered period.

We pursue another available removal and appeal process for the covered review at no additional charge. This is a commitment to attempt the work and provide the financial remedy below, not a guarantee of a second removal. We cannot prevent future posts or control platform account restrictions.

If the covered review remains public when the available process is completed, or remains public 60 calendar days after you supplied sufficient information to identify the reinstatement, we waive the unpaid allocated fee or initiate a full refund of the fee paid for that review within seven business days. We may continue an attempt after that point only with your agreement and without charging another fee for the covered review. Bank or card processing can take additional time.

If the review is removed again within that process, the original fee remains payable, with at least seven calendar days after we supply renewed confirmation and evidence for any unpaid balance. A new, materially different review or a return outside the protection period requires a new accepted quote before additional chargeable work. The original 30-day period does not restart after each removal. Any broader protection already agreed for an existing case continues to apply.

Cancellation and stopping work

Once you have accepted the quote and we accept your instruction, we begin work immediately, subject to any mandatory requirements for starting the service. You cannot cancel the engagement for convenience after we have accepted the instruction and begun work. This applies to preparation and investigation as well as reports and appeals; work does not begin only when a platform submission is made.

A later request to stop, a change of mind, or appointing another provider does not release you from the agreed success fee if the authorized review is subsequently confirmed removed under these terms. There is no separate cancellation penalty, and no removal fee is payable if the attempt is unsuccessful. We may stop work that requires fabricated evidence, unauthorized access, or other improper conduct.

This restriction does not override any cancellation, withdrawal, or termination right that applicable law makes mandatory, including a right arising from our breach. Where required, we obtain a separate express request before starting during a statutory cancellation period and the required acknowledgment before that right can be lost on full performance. Accepting these terms alone does not waive those rights.

Evidence, authorization, and other reports

Provide accurate information and material you are entitled to share. Tell us about previous reports, appeals, platform responses, parallel providers, and relevant changes to the review. A previous rejection does not automatically prevent another attempt or establish that it will succeed. Where missing information delays the work, we explain what is needed.

Share only evidence necessary for the case. Redact unrelated names, contact details, financial information, and sensitive records. Do not send passwords, full card details, medical records, identity documents, or confidential customer files through an ordinary form or email. Ask us first if sensitive evidence appears necessary.

You authorize us to use the relevant review, business details, and agreed supporting evidence to prepare and pursue the removal request, including through outside specialists and the platform's reporting or appeal channels. This does not authorize us to log in to your account, contact the reviewer in your name, or take unrelated action without separate instructions. Personal information is handled as explained in our Privacy Policy.

Timing, progress updates, and case closure

We explain the next step and provide an update at least once every seven calendar days while actively handling an accepted case, including when there is no new platform outcome. We may use staff, specialist providers, and software or AI tools to support the work. ReviewAppeals remains your contact for service, billing, and complaints.

Platform response times and removal outcomes are not guaranteed. Estimates are estimates, not deadlines for a platform decision. If the available routes are exhausted or we cannot usefully continue, we give you a written unsuccessful closure notice and no removal fee is due for that unsuccessful review. You may contact us for a status review or to ask whether an unresolved case should be closed; that request does not itself cancel the engagement.

We do not guarantee changes to ratings, TrustScore, search visibility, leads, customers, or revenue. Illustrative examples are labeled; a previous result does not guarantee the outcome of your case.

Questions, disputes, and collection

Contact [email protected] with your case or invoice reference and the reason for a concern. We acknowledge a complaint within two business days and aim to provide a substantive response within ten business days. If more time is needed, we explain why and give an update. A genuine dispute is reviewed against the accepted terms and available evidence; you do not lose your rights merely because you did not raise it within a short deadline.

We pause collection escalation on the genuinely disputed part while investigating. Undisputed amounts remain payable. For an unpaid, undisputed fee, we may send reminders and a formal demand and use lawful debt recovery or court processes. We do not impose an arbitrary collection penalty; interest or recoverable costs apply only where properly disclosed, agreed, and legally permitted.

Neither ReviewAppeals nor anyone acting for us may threaten, publish, or arrange retaliatory reviews, interfere with a customer's business profile, or threaten to restore removed content to obtain payment. A service or invoice dispute must be handled through the complaint and lawful recovery process.

Responsibility and legal rights

We are responsible for performing the agreed service with reasonable care and skill. Our use of a specialist does not remove our responsibility for our own contractual obligations. The absence of a guaranteed platform outcome does not excuse failure to carry out the work we agreed.

Nothing in these terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any responsibility that cannot lawfully be excluded. These terms do not remove mandatory consumer, privacy, or other statutory rights. No blanket exclusion or automatic fee-based cap on our liability is created by these terms.

Existing agreements and future changes

These terms do not retrospectively replace an existing quote, accepted email promise, refund commitment, reinstatement commitment, or agreed payment extension. Historical upfront arrangements remain governed by their accepted terms, including any promised per-review refund without deductions. Credits do not replace an agreed cash refund unless the customer expressly chooses them.

We may publish a revised version for future engagements. An accepted engagement keeps the supplied version unless both sides agree a change in writing. A new website version or follow-up email does not silently change an existing agreement. If a term cannot be enforced, the remaining terms continue to apply to the extent permitted by law.