Terms of Service

Who we are

These Terms of Service ("Terms") govern your use of the Google review removal service ("Service") provided by CallNinja ("CallNinja", "we", "us", "our"). CallNinja is a trading name of Armen Ferdzhulyan, sole trader, operated from Bristol, United Kingdom. You can reach us at contact@callninja.tech or +44 7723 613438. By requesting a quote, submitting reviews for audit, or otherwise instructing us to act on your behalf, you ("Client", "you") agree to these Terms.

The service

CallNinja assesses the Google reviews you submit against Google's own policies and content guidelines for reviews. Where a review appears to breach one of those policies, we submit a removal request to Google on your behalf. Google is an independent third party and makes the final decision on every request. We cannot guarantee that any specific review will be removed, how long a decision will take, or that a removal, once made, will be permanent.

What we do not do

To keep every removal request legitimate, CallNinja does not write, buy or post reviews of any kind. We do not contact reviewers directly. We do not attempt to remove genuine reviews that comply with Google's policies, even if they are negative. We do not use fake accounts or any other deceptive method to influence a business's reviews.

Eligibility

To use the Service, you must own or be authorized to manage the Google Business Profile associated with the reviews you submit to us. By submitting a review for audit, you confirm that this is the case.

Free audit and quotes

We provide a free initial audit of the reviews you submit. Following the audit, we confirm in writing which reviews we believe have a reasonable policy basis for removal and the price per review, before any removal work begins. No work is carried out, and no fee is charged, until you approve a quote.

Once you approve a quote, each job is confirmed by a written service agreement, signed online, which sets out the reviews covered and the agreed fee.

Pricing

Our pricing is quote-based; we do not publish fixed prices anywhere on our website. The price per review is confirmed after your free audit and before any work starts. There are no subscriptions, retainers, or recurring fees. You are only ever quoted and charged per review.

Payment

Payments are processed securely by Stripe. We never see or store your full card details. Depending on your location, we accept payment by credit or debit card, ACH bank debit (US customers), Google Pay, Apple Pay, Amazon Pay, and Link. Invoices are billed in USD or GBP depending on your location. These details are entered directly with Stripe and handled under Stripe's own terms and privacy policy.

Once you approve a quote, no upfront payment is required. An invoice is issued once Google has confirmed that the corresponding review has been removed, and payment is due within 7 days of the invoice date. We do not invoice for reviews that are not removed.

Turnaround time

Our typical turnaround from filing a removal request to a decision is around 7 days. This is an estimate based on general experience, not a guaranteed timeframe. Actual turnaround depends entirely on Google and can be shorter or longer in individual cases.

Client responsibilities

You confirm that the information you provide about each review and your business is accurate and complete to the best of your knowledge. You agree not to ask us to submit a removal request for a review you know to be genuine, accurate, and compliant with Google's policies.

Confidentiality

We treat the information you share with us, including business details, review content, and correspondence, as confidential, and we only use it to provide the Service, as described in our Privacy Policy. We do not share your information with third parties other than the service providers needed to deliver the Service (see our Privacy Policy for details).

Acceptable use

We only submit removal requests that have a genuine basis in Google's published content policies, using Google's own official reporting channels. We will not target reviews simply because they are negative or unwelcome, and we will not use misleading, deceptive, or fraudulent methods, such as impersonation, false reporting, or submitting fabricated evidence, to obtain a removal. If, during an audit, we conclude a review does not breach any policy, we will tell you rather than submit a request anyway.

Cancellation

You may withdraw a review from an audit, or cancel a pending removal request, at any time before it has been successfully removed, at no charge. See our Refund & Cancellation Policy for full details.

Limitation of liability

To the fullest extent permitted by law, CallNinja's total liability to you arising out of or in connection with the Service is limited to the fees you have paid us in the twelve (12) months preceding the claim. We are not liable for indirect, incidental, or consequential losses, including loss of business, reputation, or anticipated savings, arising from a review that is not removed, or from any action taken by Google that is outside our control.

Intellectual property

All content on this website, including text, graphics, and the CallNinja name and logo, is owned by CallNinja unless otherwise stated and may not be copied or reused without our permission.

Complaints process

If you are unhappy with the Service, email contact@callninja.tech with details of your complaint. We aim to reply within 5 business days and will work with you to resolve the issue directly.

Changes to these terms

We may update these Terms from time to time. Continued use of the Service after an update constitutes acceptance of the revised Terms. Material changes will be reflected by an updated "Last updated" date at the top of this page.

Governing law

These Terms are governed by the laws of England and Wales. Any disputes arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Questions about these Terms can be sent to contact@callninja.tech or by phone on +44 7723 613438.