Terms of Service

The Company provides online reputation management, review-management, and social-media services. The Services include but are not limited to: removal or suppression of negative, fake, fraudulent, or defamatory Google reviews, third-party platform reviews, search-engine de-indexing requests, content suppression, online reputation repair, profile cleanup, organic social-media growth services (including follower growth, engagement, and audience building on platforms such as Instagram, TikTok, Facebook, X/Twitter, YouTube, LinkedIn, Threads, Snapchat, and Pinterest), Google review generation and review acquisition campaigns and other positive-review services on Google and third-party review platforms, and related consultancy (the "Services").

The contracting party is always Online Solutions LLC.

The Services are best-effort professional services. While we apply industry-leading methods and rely on our experience, expertise, and platform relationships, we do not guarantee any specific outcome, ranking, removal, suppression position, timeline, or third-party platform decision unless such guarantee is expressly and individually agreed in writing on a separate signed agreement.

2.1 By submitting payment through our checkout, payment link, invoice, or any other channel we provide — under any of our Brands — you make a binding offer to purchase the Services described on the order page or in our written communication. The order is accepted at our sole discretion.

2.2 All prices are stated in the currency shown at checkout. You authorise us, and our payment processor Stripe, to charge the payment method you provide for the agreed amount. The Stripe statement descriptor may show "Online Solutions LLC", "ReputationZilla", or "Reputation Management" depending on the configuration.

2.3 You confirm that the payment method used is yours, that you are authorised to use it, that the billing information you provide is accurate, and that you are of legal age and capacity to enter into a binding contract in your jurisdiction.

2.4 You agree that we may begin work immediately upon acceptance of the order, including before any statutory cooling-off period would otherwise expire. By placing the order, you expressly request immediate commencement of the Services and waive any right of withdrawal that may otherwise apply.

3.1 24-Hour Case Assessment (Refund Window). Every order is reviewed by our team within twenty-four (24) hours of payment. During this assessment window we evaluate whether the Client's case is one we are able to take on, taking into account the nature of the content, platform feasibility, available evidence, applicable law, and our internal capacity.

(a) If we determine that we cannot execute the requested Services, we will notify the Client by email within twenty-four (24) hours of payment and issue a full refund to the original payment method within five (5) business days. This is the sole circumstance in which a refund is available.

(b) If we determine that we can execute the requested Services, we will confirm acceptance by email and the engagement begins. From that point onward, the no-refund policy in clause 3.2 applies in full.

(c) If the Client does not receive a refusal email within twenty-four (24) hours, the order is deemed accepted and work has commenced.

3.2 No Refunds Once Work Has Been Accepted. Once we have confirmed acceptance under clause 3.1(b), or once twenty-four (24) hours have passed since payment without a refusal notice under clause 3.1(c), all sales are final and the payment is non-refundable in whole and in part, regardless of outcome, regardless of progress, regardless of the Client's change of mind, regardless of the Client's circumstances, and regardless of any subjective dissatisfaction with the result.

3.3 Why the Policy Is Structured This Way. The Client expressly acknowledges and agrees that:

• Reputation management and social-media work involves significant up-front allocation of staff time, software licences, third-party platform credits, legal-notice drafting, evidence collection, outreach, and proprietary methodology that is consumed immediately upon order acceptance.
• The value delivered by the Company includes know-how, analysis, strategy, and labour that cannot be returned, "un-performed", or recovered once supplied.
• Outcomes depend in large part on third-party decisions (Google, review platforms, social-media platforms, courts, hosts, search engines) over which the Company has no control. The absence of a guaranteed outcome does not entitle the Client to a refund.
• The price paid reflects the engagement, capacity reserved, and risk taken by the Company, and not a per-removal or per-result fee unless explicitly stated as such in a signed written agreement.
• The Client has had the opportunity to review and understand this Refund Policy before paying, has been given the opportunity to ask questions, and proceeds to payment in full knowledge of it.

3.4 What Is Never Refundable. Subject only to clause 3.1(a), no refund will be issued for:

• change of mind after the 24-hour assessment window has closed;
• delay caused by third parties, regulators, platforms, or the Client;
• the Client's failure to provide information, access, evidence, or co-operation;
• outcomes that do not match the Client's expectations;
• alleged underperformance, where the agreed Services have in fact been performed;
• non-removal of content where the Company has performed the agreed work and the decision lies with a third-party platform, court, or host;
• account suspension or restriction of the Client by any third-party platform;
• any reason not expressly listed as refundable in a signed written agreement.

3.5 Third-Party Platform Policy Changes (Google, Review Sites, Search Engines). The Company performs the Services — including the removal of fake, fraudulent, defamatory, or otherwise non-compliant reviews — strictly on the basis of the rules, policies, terms of service, and removal procedures of third-party platforms (including but not limited to Google, Google Maps, Google Business Profile, Trustpilot, Yelp, Tripadvisor, Facebook, and other search engines, marketplaces, and review platforms) AS THOSE RULES AND POLICIES STAND AT THE DATE OF PAYMENT.

The Client expressly acknowledges and agrees that:

• Third-party platforms unilaterally modify, tighten, loosen, replace, or remove their policies, removal procedures, eligibility criteria, evidence requirements, appeal mechanisms, and enforcement standards from time to time, without notice and entirely outside our control.
• In particular, policies around fake, fraudulent, defamatory, or otherwise non-compliant reviews on Google and similar platforms have been, and may continue to be, materially changed, restricted, or reinterpreted by the platform after an order has been placed.
• Where, at the date of payment, a given category of review was treated by the platform in a manner that supported removal or suppression, and the platform subsequently changes its position, narrows its enforcement, removes a remedy, or stops actioning that category of review, this constitutes a third-party policy change for which the Company is not responsible.
• Reviews previously removed may reappear or be reinstated. Where the Company has successfully removed a review (or other content) under the platform's rules in force at the time of payment, and that review (or equivalent content) is subsequently reinstated, restored, re-posted, allowed back, or otherwise made visible again by the platform — whether because the platform changed its policy, changed its enforcement, changed its appeal outcome, reversed a previous decision, or for any other reason outside our control — this is not a failure of the Services, not a breach of these Terms, and not a refundable event. The work performed by the Company in obtaining the original removal has been delivered and paid for. Any further action to address the reinstated content is a new engagement requiring separate payment.
• No refund, credit, discount, or compensation of any kind shall be payable by the Company by reason of: (i) a third-party platform policy change occurring on or after the date of payment; (ii) the reinstatement or reappearance of content previously removed; (iii) any change that makes removal harder, slower, partial, or impossible; or (iv) the introduction of new platform rules that did not exist when the Client purchased the Services.
• The Company's obligation is limited to using commercially reasonable efforts under the platform policies in force from time to time. We retain the price paid as compensation for work performed, capacity reserved, methodology applied, and results delivered at the time of delivery, irrespective of subsequent platform outcome.

For the avoidance of doubt, a third-party platform policy change, and any reinstatement of previously removed content, are each treated as an event of force majeure under clause 9 in addition to being non-refundable events under this clause 3.5.

3.5(g) Organic Social-Media Growth — Loss of Followers and Engagement. Where the Services include organic growth on social-media platforms (including Instagram, TikTok, Facebook, X/Twitter, YouTube, LinkedIn, Threads, Snapchat, Pinterest, and any other platform), the Services are performed against each platform's rules, algorithms, recommendation systems, and account-integrity policies as they stand at the date of payment. The Client acknowledges and agrees that:

• Social-media platforms regularly conduct mass purges of accounts they deem inactive, automated, bot-operated, low-quality, suspicious, or non-compliant with new policies — including periodic large-scale "cleanups" affecting millions of accounts at once;
• Platforms unilaterally change their algorithms, eligibility criteria, recommendation rules, shadow-banning logic, and account-verification standards, with the effect of reducing reach, engagement, or follower counts;
• Any loss, drop, removal, or reduction of followers, engagement, views, likes, or other social-media metrics following any platform update, purge, policy change, algorithm change, account-integrity sweep, or platform decision occurring on or after the date of delivery is not a failure of the Services, not a breach of these Terms, and not a refundable event;
• The Company's deliverable is the growth produced under the platform rules in force at the time of delivery. The Client owns the resulting follower base and bears all subsequent platform risk;
• No refund, credit, replenishment, top-up, or compensation is payable in respect of any loss of followers or engagement arising from a platform update, purge, policy change, or algorithm change occurring on or after delivery.

3.5(h) Review Generation Services — Deletion of Posted Reviews. Where the Services include the generation, acquisition, or facilitation of positive reviews (including Google reviews and reviews on other platforms), the Services are performed against the rules and policies of each platform as they stand at the date of payment. The Client acknowledges and agrees that:

• Platforms (including Google) routinely filter, remove, hide, suppress, or delete reviews based on their own algorithms, anti-spam systems, account-integrity checks, IP detection, behavioural signals, and policy interpretations, which change over time without notice;
• Where reviews are successfully posted and visible at the time of delivery, the deliverable is complete. The subsequent removal, hiding, filtering, suppression, or deletion of any such review by the platform — whether due to a policy change, algorithm change, integrity sweep, manual action, or any other reason outside our control — is not a failure of the Services, not a breach of these Terms, and not a refundable event;
• The Company makes no guarantee that posted reviews will remain visible for any specified period, and no refund, credit, re-post, top-up, or compensation is payable by reason of any review being subsequently removed by the platform.

3.6 Goodwill Re-Work (Voluntary, Best-Efforts, 30-Day Window). Notwithstanding clauses 3.2–3.5 and without creating any legal obligation, warranty, or refund right, the Company will, at its sole discretion and as a goodwill gesture, for a period of thirty (30) calendar days from the date of delivery (the "Goodwill Window"), use commercially reasonable best efforts to:

• Re-attempt removal of reviews that were previously removed by us and have subsequently reappeared or been reinstated by the platform within the Goodwill Window, where the platform's then-current rules permit a renewed removal request;
• Replenish lost followers on social-media accounts where followers were lost within the Goodwill Window following a platform purge or policy change, where the platform's then-current rules permit further organic growth activity; and
• Re-post positive reviews that we previously posted and that have been removed, filtered, or hidden by the platform within the Goodwill Window, where the platform's then-current rules permit a renewed posting.

The Client expressly acknowledges and agrees that:

• this goodwill re-work is provided free of charge but is not guaranteed, is performed subject to our capacity and roadmap, and is dependent on platform feasibility;
• the Goodwill Window expires automatically thirty (30) calendar days after delivery, after which no goodwill re-work of any kind will be provided free of charge, and any further work will require a new paid engagement;
• nothing in this clause 3.6 entitles the Client to a refund, credit, deadline, specific outcome, or any other remedy in money or in kind;
• our decision whether or not to perform goodwill re-work, the timing of any such re-work, and the scope of any such re-work, are at our sole discretion and are non-justiciable;
• failure or delay to perform goodwill re-work is not a breach of these Terms and does not give rise to any claim;
• if platform rules make re-removal, re-posting, or replenishment impossible, no goodwill obligation arises and the matter is closed.

This clause 3.6 is a courtesy, not a contractual entitlement. It does not vary, limit, or override clauses 3.2, 3.4, or 3.5.

3.7 Goodwill Service Credit. At our sole discretion, and with no obligation, we may offer the Client a goodwill service credit (not a cash refund) toward future work. Any such credit is non-transferable, has no cash value, and expires twelve (12) months after issue.

4.1 The Client agrees to contact the Company in writing at the support email listed on the order or on the relevant Brand's website before initiating any chargeback, dispute, or reversal with their card issuer, bank, or payment processor, and to allow a minimum of fifteen (15) business days for the Company to respond.

4.2 The Client acknowledges that initiating a chargeback in breach of clause 4.1, or in respect of Services that have been performed in accordance with these Terms, constitutes a breach of contract and, where applicable, may constitute the wrongful taking of funds.

4.3 In the event of an unjustified chargeback (a chargeback that is later reversed in our favour, withdrawn, or that relates to Services performed in accordance with these Terms), the Client shall be liable to the Company for: (a) the disputed amount; (b) all chargeback fees, processor fees, and bank fees incurred; (c) administrative and evidence-collection costs at a flat rate of USD 250 per dispute; and (d) all reasonable legal fees and collection costs.

4.4 The Company reserves the right to: (i) suspend or terminate any ongoing Services immediately upon initiation of a chargeback; (ii) reverse, undo, or cease maintenance of any reputation-management or social-media result previously delivered to the Client; (iii) refer the matter to debt collection; (iv) report the Client to chargeback-fraud databases used by merchants and payment processors; and (v) bar the Client from purchasing any further Services.

4.5 The Client expressly authorises the Company and its payment processor to submit these Terms, the Client's acceptance record (including timestamp and IP address), correspondence, proof of delivery, and any other relevant evidence to the card network, issuing bank, or arbitrator handling any dispute.

5.1 The Client shall provide accurate, complete, and timely information, access, credentials (where applicable), and co-operation required for the Company to perform the Services.

5.2 The Client warrants that any content, review, listing, or material it requests be removed, suppressed, or addressed is the subject of a legitimate claim (e.g. defamation, falsity, breach of platform rules, impersonation) and not lawful commentary or competitive criticism that is protected by applicable law.

5.3 The Client shall not instruct the Company to undertake unlawful acts, including without limitation: harassment, impersonation, intimidation of reviewers, fabrication of evidence, hacking, or any act that violates the terms of service of a third-party platform in a manner that would expose the Company or the Client to civil or criminal liability.

5.4 The Client agrees to indemnify and hold harmless the Company, its officers, employees, agents, and contractors against all claims, losses, costs, and liabilities arising from the Client's breach of clauses 5.1–5.3 or from the underlying facts of any content the Client asks us to address.

Each party shall keep confidential all non-public information disclosed by the other party in connection with the Services. The Company may, however, disclose information to the extent required to perform the Services, to respond to a chargeback, to comply with applicable law, or to enforce these Terms.

7.1 All methodologies, software, templates, internal documents, and proprietary techniques used by the Company remain our exclusive property. No licence is granted to the Client except the limited right to receive the deliverables agreed.

7.2 Any deliverables provided to the Client become the Client's property only upon full payment and only for the Client's internal business use. Resale, sub-licensing, or onward provision to third parties is prohibited without our prior written consent.

8.1 To the maximum extent permitted by law, the Company's total aggregate liability (including all of its Brands) arising out of or in connection with these Terms and the Services, whether in contract, tort (including negligence), statute, or otherwise, shall not exceed the total fees actually paid by the Client to the Company in the three (3) months immediately preceding the event giving rise to the claim.

8.2 The Company shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, loss of profit, loss of revenue, loss of goodwill, loss of business opportunity, loss of data, or reputational harm, however arising.

8.3 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under applicable law.

Neither party shall be liable for any delay or failure to perform caused by events beyond its reasonable control, including but not limited to: acts of God, war, terrorism, civil unrest, governmental action, changes in third-party platform policies, technical failures of third-party platforms, cyber-attacks, pandemics, or labour disputes. The Refund Policy in clause 3 continues to apply during such events.

10.1 These Terms apply from the date of order and continue until the Services are completed or terminated in accordance with this clause.

10.2 The Company may terminate the engagement immediately, with no obligation to refund any amount, if the Client: (a) breaches these Terms; (b) initiates a chargeback in breach of clause 4; (c) provides false information; (d) instructs us to perform unlawful acts; (e) becomes insolvent; or (f) engages in abusive, threatening, or harassing conduct toward our personnel.

10.3 Clauses 3 (Refund Policy), 4 (Chargebacks), 5.4 (Indemnity), 6 (Confidentiality), 7 (IP), 8 (Limitation of Liability), 11 (Governing Law), and 12 (General) survive termination.

11.1 These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the federal laws of the United Arab Emirates and, where applicable, the laws of the Emirate of Sharjah.

11.2 The parties irrevocably agree that the courts of the Emirate of Sharjah, United Arab Emirates shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation. The Client waives any objection based on inconvenient forum.

11.3 Notwithstanding clause 11.2, the Company reserves the right to bring proceedings against the Client in any court of competent jurisdiction in the country where the Client resides or where the Client's assets are located, for the purpose of recovering unpaid amounts or enforcing these Terms.

12.1 Entire agreement. These Terms (together with any separately signed written agreement and the order details) constitute the entire agreement between the parties and supersede all prior communications. They apply uniformly to all Services purchased.

12.2 Variation. We may update these Terms from time to time. The version in force at the date of your order governs that order.

12.3 Severability. If any provision is held to be invalid or unenforceable, the remaining provisions continue in full force.

12.4 No waiver. No failure or delay in enforcing any right operates as a waiver of that right.

12.5 Assignment. The Client may not assign these Terms without our written consent. We may assign these Terms to any successor entity or affiliate.

12.6 Notices. Notices to the Company must be sent in writing to the support email shown on the relevant Brand's website. Notices to the Client will be sent to the email address used at checkout.

12.7 Language. The English version of these Terms is the governing version. Any translation is provided for convenience only.