Terms of service
These terms govern the review removal service provided by Enterprise Protection Group, trading as EPG Reputation. They apply from the point we accept a case, and we'll confirm the specific scope and fees in writing before any work begins.
Clause 1 "We", "us" and "EPG Reputation" mean Enterprise Protection Group, a company registered in Kosovo under registration number 812370609, with its registered address at Ukshin Hoti 1, 10000 Prishtinë, Kosovo. "You" means the business engaging the service, acting through a person authorised to bind it.
The service is offered to businesses only. It is not a consumer service and is not available to individuals acting outside a trade or profession.
Clause 2 We assess reviews on your Google Business Profile, and where a ground exists, compile and submit a documented removal case to Google under the specific content policy the review breaches. Where a submission is refused, we escalate through Google's appeal and support routes where we judge that appropriate.
The categories we accept and decline are set out in our service policy, which forms part of these terms. We submit through Google's own channels only. We do not contact reviewers and we do not use fake accounts, mass reporting, false statements, or legal threats.
Clause 3 The review audit is free and creates no obligation on either side. An engagement begins only when we have confirmed in writing which specific reviews are in scope, the fee per removal, any deposit payable, and you have confirmed your acceptance. Nothing on this website is an offer capable of acceptance.
Clause 4 Fees are charged per review successfully removed. They are quoted in US dollars and are exclusive of any tax that may apply.
| Reviews in scope | Fee per removal | Deposit |
|---|---|---|
| One to three | $500 | None |
| Four to nine | $400 | 50% |
| Ten or more | $300 | 50% |
| Reviews containing photo or video | $600 | As per band above |
The band is set by the number of reviews accepted into scope at the start of the engagement. If reviews are added later, the band is recalculated for the reviews added, not applied retrospectively to those already resolved.
If a review is not removed, no fee is due for it. There is no filing fee, no assessment fee, no retainer, no monthly charge and no processing charge.
Clause 5 For engagements of one to three reviews, no deposit is payable. Fees fall due only on removal.
For engagements of four reviews or more, a deposit of 50% of the total quoted fee is payable before work begins, reflecting the case-building volume involved.
The deposit is applied as follows:
Refunds are issued within 14 days of the case closing, by the same method the deposit was paid.
Clause 6 Invoices for removals are issued on confirmation that the review is no longer visible on the profile, and are payable within 14 days. We'll provide evidence of removal with the invoice.
Where an invoice remains unpaid after 30 days we may suspend work on any other open cases for you. We don't apply interest or collection charges.
Clause 7 You agree that:
If it emerges that a reviewer was in fact a customer, we will discontinue the case immediately. No fee is payable for it, and any deposit attributable to it is refunded.
Clause 8 Google decides whether a review is removed. We do not control that decision and we do not guarantee any outcome, timeframe, or number of removals. Estimates of likelihood or duration are our honest professional view based on comparable cases and are not contractual commitments.
What we do commit to is that a review which is not removed costs you nothing, that we will submit within two business days of assessment being complete, and that we will report the outcome to you either way.
Clause 9 If a review we removed reappears within 60 days, we will re-file at no additional charge. A new review by the same person is a new case, though we will normally price it within your existing band.
Clause 10 We may decline a case at any point before submission, and may discontinue one after submission where continuing would require conduct outside our service policy, where new information undermines the ground, or where you ask us to act in a way we consider improper. In any such case no fee is payable and any deposit attributable is refunded in full.
Clause 11 You may cancel an engagement at any time in writing. Reviews already removed at the point of cancellation remain payable. For reviews where a case has been submitted but not yet decided, we will withdraw the submission where possible and refund the attributable deposit. Where a case has been submitted and cannot be withdrawn, we will see it through and the ordinary terms apply to the outcome.
Clause 12 Each party will keep the other's confidential information confidential and use it only for the purposes of the engagement. We will not publish your name, use you as a reference, or disclose case details without your written permission. This obligation continues after the engagement ends.
Clause 13 Nothing in these terms excludes liability for fraud, for fraudulent misrepresentation, or for anything that cannot lawfully be excluded.
Subject to that, our total liability arising out of or in connection with an engagement is limited to the total fees paid by you to us under that engagement. We are not liable for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or loss arising from Google's decisions, policy changes, or platform actions, including any restriction or annotation Google applies to your profile for reasons outside our conduct.
Clause 14 These terms are governed by the laws of Kosovo, and the courts of Prishtinë have jurisdiction over any dispute. Nothing in this clause affects any right you may have under the mandatory law of your own jurisdiction.
Before commencing proceedings, both parties agree to raise the issue in writing and allow 30 days to resolve it directly. Most things are resolvable that way.
Clause 15 We may update these terms. The version that applies to your engagement is the one in force when we accepted the case, and we will send it to you at that point. Changes do not apply retrospectively to open engagements.
Questions about any of this can go to contact@epgreputation.com. If something here is unclear, ask before you engage rather than after — we'd rather explain a clause than argue about one.