What we take, what we decline, and how a case actually gets built.

1. Scope of the service

We build and submit documented removal cases for reviews on Google Business Profiles. We do not do search suppression, content seeding, press placement, review generation, rating repair by volume, or ongoing reputation retainers. One service, done properly.

We work with businesses in the United States and across Europe. All work is remote — case files are compiled and submitted online, which is how this work is done regardless of where anyone is sitting.

2. What we accept

We take a case when we can evidence one of the following grounds. Each corresponds to a published Google content policy.

Category	What has to be shown
Non-customer review	No booking, invoice, appointment, ticket, or file corresponding to the reviewer or the described visit, and no plausible match in your records for that period.
Competitor or ex-employee	An identifiable interest in the rating rather than an experience of the service — usually visible in employment records, account history, or posting patterns.
Coordinated activity	A cluster of ratings inside a short window, commonly from recently created accounts, commonly without written content.
Extortion	A negative rating paired with a demand for payment, a gift card, or a discount in exchange for removal. Keep the message — it is the case.
Mistaken business	A real experience described accurately, but at a different business, a former occupant of the address, or another branch.
Prohibited content	Personal attacks on named staff, harassment, slurs, or personal information about employees or other customers.

3. What we decline

We will not take a case, at any price, in the following circumstances.

• A genuine customer's honest complaint. Real feedback about a real experience is protected, it doesn't breach a policy, and no legitimate service can remove it. This holds regardless of how unfair, exaggerated, or damaging it is.
• Blanket removal requests. "Remove everything below four stars" is not a case. We assess reviews individually against a ground, or we don't act.
• Anything requiring contact with the reviewer. We don't approach, negotiate with, pressure, or threaten reviewers, and we won't act as an intermediary for a client who wants to.
• Anything requiring a false statement. If a case can only be made by claiming something we can't evidence, there is no case.
• Cases where the evidence isn't there. A ground we believe is true but can't document is one we'll tell you about honestly and won't file.
• Requests to generate or arrange positive reviews. We don't do this, and it would breach both Google's policies and US law.

We decline a meaningful share of what comes in. That is a feature of the model, not an apology for it — the alternative is charging people for filings we expect to fail.

4. How a case is built

Audit

You send a link to your Google listing. We read the profile against the grounds above and reply within one business day with an assessment of which reviews we think are removable, which are borderline, and which are genuine feedback. Free, and it carries no obligation.

Assessment

If there's something worth pursuing we'll arrange a short call to establish what evidence exists on your side. Most of the decisive material sits in your records, not on the internet: booking systems, invoices, appointment books, staff rosters, POS history, employment dates.

Case file

We compile an evidence record and submit it under the specific policy provision breached. A case typically documents account age and creation date, the reviewer's wider posting history and geographic pattern, timing relative to other reviews and to any relevant event, the absence of a corresponding transaction, and any public reply and its outcome.

Escalation

A first submission is frequently dismissed. That is normal and not the end of the matter. We use the appeal and support routes deliberately rather than spending them on a first attempt, and we don't stop at one refusal where the ground is sound.

Outcome

Google decides. We report the outcome either way, including when it's a refusal we can't take further. Where a review comes down, it is invoiced. Where it doesn't, it isn't.

5. What we need from you

• Access to the relevant records — enough to establish that no transaction took place. We don't need your full customer database; we need the absence of one entry.
• Accurate answers. If the reviewer was a customer, tell us. Finding out later wastes the case and burns an appeal you may want for something else.
• Anything you've already done: reports filed, replies posted, contact attempted. Prior activity changes how a case should be pitched.
• Any extortion messages, in full, with headers where possible.
• Patience through the escalation stage, and no parallel reporting of the same review while a case is open — duplicate reports can collapse an appeal route we're using.

6. Confidentiality

We don't publish client names, testimonials, or case details, and we won't ask you for a public endorsement. Businesses come to us because their rating has been damaged by people who were never customers, and most would rather that not be a matter of public record.

Case material is used for the case and for nothing else. We don't sell, share, or reuse client records. What we retain and for how long is set out in our privacy policy.

7. If a review comes back

Occasionally a removed review reappears, or the same person posts again. This is most common in competitor and ex-employee cases. A repeat post after a removal is usually a stronger case than the first, because the pattern itself becomes evidence. Tell us and we'll look at it — a re-filing on the same review within 60 days of removal is not charged again.

8. Changes to this policy

We'll update this page as Google's policies and the regulatory position change, and the review date at the top will reflect it. The terms that apply to your case are the ones in force when we accepted it.