Evelon DigitalReputation & GrowthLast updated November 2026
Before you approve any work, Evelon Digital will provide an estimated timeframe for your requested service in your quotation email. This applies to all services we offer.
Timeframes are estimates, not guaranteed completion dates, and may vary depending on the complexity of your case and any relevant platform or third-party processes.
Evelon Digital is an independent consultancy. We are not affiliated with, endorsed by or acting as an agent of Google, Meta, TikTok, YouTube, Trustpilot, LinkedIn, Reddit, X, Glassdoor, Airbnb or any other platform. We do not provide legal advice; where a matter requires it, we will tell you to seek a lawyer.
The final decision on any removal, reinstatement or recovery rests with the platform. We do not control, and cannot promise, a platform's decision. What we can and do guarantee is our own fee: the Guaranteed Removal terms below are our outcome-based payment commitment to you. Beyond that, we commit to an honest assessment, a properly evidenced submission, escalation where warranted, and clear communication throughout.
Each engagement is defined by a written scope that sets out the items covered, the expected timeline and the fee. Work outside that scope is quoted separately before it begins. Verbal discussions do not vary a written scope.
When a case becomes an accepted case: submitting a review for assessment does not make it an accepted case. A case becomes an accepted case only when we have assessed the review, confirmed to you in writing that we accept it for the removal service, and you have approved the written pricing and supplied the review links. The Guaranteed Removal terms apply only to accepted cases.
What Guaranteed Removal means: if an accepted review is not successfully removed, you do not pay the removal fee for that review. The guarantee covers our removal fee only. It is not a promise that Google (or any other platform) will remove content — the platform controls its own moderation decisions.
Service timeframes: for accepted cases, our service timeframes are 0–7 days for reviews under 28 days old and 0–10 days for reviews 28 days old or more (a review exactly 28 days old is in the 0–10 day band). Timeframes start once you have approved the pricing, supplied the review links and we begin the agreed work — submission of an enquiry alone does not start them. These are Evelon's service timeframes, not the platform's own reporting or appeal processing times.
If a review disappears independently: the removal fee applies only where the removal can reasonably be attributed to our work — for example, where the review is removed following our submission or escalation, or where the reviewer edits or deletes it after we have taken agreed steps on the matter. If a review is removed, deleted or otherwise disappears from the platform independently of our work — including where the reviewer removes it before we begin, or the platform removes it for reasons unrelated to our submission — it is not treated as a successful removal by Evelon and no removal fee is charged for that review. If the review disappears before the case becomes an accepted case, no removal fee is charged.
If a platform restores a review later: a removal that stands at completion is a successful removal. If the platform later reinstates, restores or republishes the review, that is outside our control and does not reverse the completed outcome; where appropriate, the reinstated review may be assessed as a new matter under these terms.
What the guarantee does not cover: retainer services such as SEO, social media management, reputation monitoring, website design and consulting; disbursements or third-party costs disclosed and agreed in writing in advance; cases where you withdraw instructions mid-process; and cases where inaccurate or incomplete information you provided materially affected the submission. No other exclusions apply — the guarantee is not subject to hidden conditions.
Evelon Digital cannot guarantee that a removed review will remain permanently offline. If Google subsequently reinstates a review, that decision is outside our control.
To the extent permitted by law, Evelon Digital is not responsible for reinstatement arising solely from Google’s independent decision.
Nothing in this clause excludes or limits your rights or remedies under the Australian Consumer Law or any other applicable law.
You confirm that the information and evidence you provide is accurate and that you have the right to provide it. You agree not to instruct us to submit false, misleading or fabricated material. We will decline or terminate any engagement that would require it.
Invoices for successful removal work are issued on completion and payable within 7 days unless agreed otherwise. Retainers are billed monthly in advance and can be cancelled with 30 days' notice.
We keep your case confidential and will not publish identifying details without written permission. We ask the same discretion in return regarding our internal methods and templates.
To the extent permitted by law, our liability in connection with an engagement is limited to the fees paid for that engagement. Nothing in these terms excludes rights you have under Australian Consumer Law.
Questions about these terms can be sent to info@evelondigital.com.au or raised by phone on 1300 182 204.