Terms

1. Who we are

Reputation Detect is a trading name of Kalibra, Henry House, 275 New North Road, London N1 7AA. You can contact us at enquiries@reputationdetect.co.uk.

2. Using our website and services

You may use this website to learn about our services and contact us. You must provide accurate information, use the website lawfully, and not interfere with its security or operation. Website content is general information; it is not legal advice and does not guarantee that a platform or publisher will remove content or change a decision.

We aim to keep the website available, but do not guarantee uninterrupted access. We may update, suspend or remove website features or content where reasonably needed for operational, technical, legal or business reasons. This does not change an existing paid service we have agreed with you.

Before starting paid work, we will confirm the proposed scope, price and any important conditions with you. A booking is accepted when we confirm it or begin the agreed work. If a written proposal or order contains service-specific terms, those terms apply alongside these terms and take priority where they conflict. We will not start paid work until you have agreed the scope and fee.

Some of our services may be bought by individuals for purposes outside their trade or business. If you are a consumer, nothing in these terms affects rights that cannot be excluded or limited under consumer law.

3. One-off work, fees and refunds

One-off work is priced and scoped for each case. We will confirm the service, fee, payment arrangements and any service-specific refund terms in writing before you decide whether to proceed. Assessments described as free on our website do not commit you to paid work. We will obtain your agreement before carrying out any additional paid work.

If you separately purchase a Google review removal service and Google finally refuses to remove the review covered by our agreed work, we will refund the full fee paid for that service. This refund applies only to separately purchased review removal services, not to monthly subscriptions, and is in addition to any cancellation rights you have under consumer law.

For other one-off services, any refund commitment will be set out in the written quote or service-specific terms. Nothing in this section limits a consumer's statutory rights.

4. Consumer cancellation rights

If you are a consumer and enter into a service contract with us at a distance (for example, by email or phone) or away from our business premises, you can normally cancel within 14 days after the contract is made. To cancel, email enquiries@reputationdetect.co.uk with a clear statement that you are cancelling. You may use the model cancellation form below, but do not have to.

If you expressly ask us to start work during that 14-day period as part of accepting our written scope and fee, we will begin when we receive your request. If you then cancel during the period, you may have to pay for the part of the service supplied up to the time you tell us you are cancelling. If the service is fully performed during the period, you lose the right to cancel once it is complete only if you expressly asked us to start early and acknowledged before completion that you would lose that right on full performance.

We will make any refund due under this cancellation right within the time required by law. This right is separate from the Google review refund commitment in section 3. Where that refund commitment applies, we will refund the full service fee if Google finally refuses the agreed removal request.

5. Your responsibilities

You are responsible for the accuracy of information and materials you provide, and for having the authority to ask us to act for you and to give us access to relevant accounts or content. You must provide relevant information and respond to reasonable requests needed to carry out the agreed work.

You must not ask us to submit false, fabricated or misleading evidence; create or buy fake reviews; manipulate ratings; harass or threaten a reviewer; gain unauthorised access to an account; or otherwise break the law or a platform's rules. We may refuse, pause or end work if you do not provide necessary access or information, or if you ask us to do something unlawful or misleading.

6. Monthly programmes and prices

Our monthly Google Business Profile programmes are for businesses. By subscribing, you confirm that you are buying for a business and are authorised to manage its Google Business Profile.

• Reputation Essential: £99 per month.
• Reputation Growth: £299 per month.
• Reputation Protect: £399 per month.
• Reputation Defence: £499 per month.

What each programme includes is described on our Google Business Profile management page. The price shown is the total you pay each month; no VAT is added.

We may change our prices. If we do, we will email you at least 30 days before the new price applies, and you can cancel before then.

7. Free trial (Reputation Essential only)

Reputation Essential includes a 14-day free trial. You add a payment card when you sign up. If you do not cancel before the trial ends, your first £99 payment is taken automatically at the end of the trial and then every month after that.

If you cancel during the trial, you will not be charged and your programme ends when the trial ends. The trial is available once per business. Reputation Growth and Reputation Protect do not include a free trial.

8. Billing

Payments are processed by Stripe. You are billed monthly in advance, starting on the day you subscribe (or, for Reputation Essential, the day your trial ends), and then on the same date each month. Stripe emails you a receipt for each payment.

If a payment fails, Stripe will try again. We may pause work on your programme until the payment is made, and may cancel the subscription if it remains unpaid.

9. Getting started

After you subscribe, we will contact you within 1 working day to arrange access to your Google Business Profile. Work begins once you have given us the access we need. Please give us accurate information and keep your contact details up to date.

10. Cancelling and changing programme

There is no minimum term. You can cancel at any time online through the Manage subscription link (also in the footer of this site and in your Stripe emails), or by emailing us. Your programme continues until the end of the period you have already paid for and you will not be charged again. We do not refund part-months, except where the law requires otherwise.

To move to a different programme, please contact us and we will arrange the change.

11. Review removal requests and appeals

Reputation Growth and Reputation Protect include up to one Google review removal request each month for an eligible review. A review is eligible when it is a low-star review on your Google Business Profile that we reasonably believe breaches Google’s policies. We decide eligibility after assessing the review.

Reputation Defence is a separate programme. It includes ongoing reputation monitoring across the platforms listed on our programme page and automatic submission of appeals for eligible content we identify. We assess eligibility before submitting an appeal. Unused monthly review requests in Reputation Growth and Reputation Protect do not carry over.

Platforms make the final decision on reviews and appeals, so we cannot guarantee removal. Additional requests and work outside your programme are charged separately; we will confirm the fee before starting.

12. No ranking or removal guarantees

Google and other platforms control their own search results, reviews and content decisions. We do not promise that a review, search result or other content will be removed, or any particular ranking, traffic level, number of reviews or number of enquiries.

13. Suspending or ending the service

We may pause or end a service if a payment remains unpaid, necessary information or access is not provided, you materially breach these terms, or you ask us to do something unlawful or contrary to a platform’s policies. Where reasonably practicable, we will tell you before pausing or ending the service.

If we end a monthly programme for a reason other than your breach of these terms, we will refund any payment for the period we will not cover. For one-off work, ending the service and any payment for completed work will follow the accepted quote, these terms and applicable law. Nothing in this section limits a consumer’s statutory rights.

14. Our liability

We will carry out agreed work with reasonable care and skill. To the extent permitted by law, we are not liable for indirect losses or for loss of profit, revenue or business opportunity, or for decisions made by Google or other platforms. For a monthly programme, our total liability to you is limited to the amount you paid us in the three months before the event giving rise to the claim. For other work, any agreed service-specific liability limit will apply; if none is agreed, our total liability is limited to the fees paid or payable for that work. Nothing in these terms limits liability that cannot be limited by law.

15. Deliverables and intellectual property

We retain our rights in the website, Reputation Detect branding, working methods, templates, tools and materials that we create or own independently of your service. Once you have paid the fees due, you may use reports and other deliverables created specifically for you for the purpose agreed with us. Any third-party material remains subject to its owner's rights and terms.

You must not resell or commercially exploit our templates, methods or other proprietary materials unless we agree in writing.

16. Confidentiality and personal information

We will treat non-public information you provide for a service as confidential and use it to assess or provide that service. We may share it with our staff, contractors or professional advisers who need it, with a platform or website where needed for work you have authorised, or where disclosure is required by law. This does not apply to information that is public through no breach of these terms or that we already lawfully held.

You must also protect our non-public business information, methods and materials that we identify as confidential. Our Privacy Policy explains how we handle personal information. If we agree to handle personal information on your behalf, we will agree any additional data-protection terms that are required.

17. Complaints and other terms

If you are unhappy with our service, please email enquiries@reputationdetect.co.uk and explain your concern. We will review it and aim to respond within a reasonable time. This does not affect any statutory rights you have.

These terms and the written quote or order confirmation we accept form the agreement for your service. If they conflict, the service-specific quote or order confirmation takes priority for that service. If a court finds part of these terms unenforceable, the rest continues to apply. A delay in enforcing a term does not waive our right to enforce it later.

18. Changes to these terms

We may update these terms from time to time. The version published on this page applies from its stated update date. If a change materially affects an existing paid service, we will give you reasonable notice and explain any options available to you.

19. Law

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the UK where you live where the law allows.