Refund & Cancellation Policy

How billing works

CallNinja does not charge any upfront fee, deposit, subscription, or retainer. We only issue an invoice, via Stripe, after Google has confirmed that a specific review has been removed, and only for that review. Because you are never charged in advance for work that hasn't produced a result, most clients will never need a refund.

Cancelling before work starts

You can withdraw any review from a free audit, or decline a quote, at any point before you approve it, at no cost. Nothing is charged or owed at this stage.

Cancelling once a request has been filed

If you approve a quote and we file a removal request with Google, you can still ask us to withdraw that request at any time before Google removes the review, at no charge. Since you are only ever invoiced after a successful removal, cancelling before that point means nothing is billed for that review.

What's refundable

Because fees are only ever charged after a review has actually been removed, a refund request normally relates to a charge you've already paid. You may be entitled to a refund in any of the following situations:

• Billing error: you were charged for a review that was not, in fact, removed, were charged the wrong amount, or were charged twice for the same review.
• Unauthorized request: a removal request was filed, and later billed, without your having approved the corresponding quote.

If a review isn't removed

If Google does not remove a review we've filed a request for, you are simply never invoiced for it. There is nothing to refund, because nothing was charged.

How to request a refund

Email contact@callninja.tech with your invoice reference and a short description of the issue. We aim to review and respond to every refund request within 5 business days.

Processing time

Approved refunds are returned to your original payment method via Stripe. Refunds typically take 5-10 business days to appear, depending on your bank or card issuer's own processing times, which are outside our control.

Chargebacks and disputes

If you believe a charge is incorrect, please contact us first. Most issues can be resolved directly and more quickly than through a chargeback. If a chargeback or payment dispute is filed with your bank or card issuer before contacting us, we reserve the right to provide Stripe and the relevant payment network with records of the Service provided, including correspondence, the approved quote, and evidence of the review's removal, in order to respond to the dispute.

Contact

Questions about billing, cancellations, or refunds can be sent to contact@callninja.tech or +44 7723 613438.