Terms of service

Relda is a business name of Reputation Management Australia Pty Ltd (ABN 53 619 289 208), based in Sydney, Australia. In these terms "we" and "us" mean Relda, and "you" means the person or business named on the quote.

These terms apply to the work described in your quote. You accept your quote and these terms when you make your first payment: the first milestone, the first monthly payment, or the upfront amount. Nothing needs signing.

Your quote and your order page are part of the agreement. They record your search terms, the results you listed, the result you chose, your milestones, your price, your way of paying and your guarantee dates. If your quote and these terms say different things, your quote wins.

We work to move the results listed on your quote down Google, for the search terms on your quote, to the position your quote describes. We do it by putting accurate, positive pages about you where people look first, and by strengthening the good pages you already have.

The results we are engaged to move are the ones listed on your quote and on your order page on the day you start. Content first published after that day is outside this agreement. We are happy to quote for it separately.

Positions are measured on Google in the country shown on your quote, on a desktop computer, in a fresh private window with no location set. Out of the top five means position six or lower. Off the first page means not among the first ten results. Off the first two pages means not among the first twenty. Only the ordinary search results count: not paid ads, image or video panels, or results that show only for one person's location, login or history.

Suppression is not removal. The pages stay online and stop being what people see first. We do not promise that any page will be taken down, changed or de-indexed. Where a free official route to removal exists for your situation, we tell you about it.

Removal work that we take on is a separate monthly service: $999 a month, including GST, for a minimum of 3 months, then month to month until you cancel, paid by card or bank transfer. Its scope is confirmed in writing before it starts. The milestone guarantee does not apply to it: a removal is a request to a platform, and the platform decides.

Search engines decide what ranks. We do not control Google or the websites that publish content, so we cannot promise:

• A particular position for any result, beyond the milestones on your quote.
• That any website will change or take down content.
• That results will move by a particular date, other than as the milestone guarantee below provides.

What we do promise is the milestone guarantee: you pay for the milestones that are reached, and nothing for the ones that are not.

Nothing in these terms takes away rights you have under the Australian Consumer Law.

Your quote lists your milestones and what each one costs. Unless your quote says otherwise, there are two after you start: the halfway mark, which earns 70% of your price, and the finish, which earns all of it. The halfway mark is reached when every result you listed is out of the first five on an Off page one order, and when half of the results you listed have moved on an Above the fold order. The finish is reached when every result you listed has moved. A milestone counts as reached the first time a check, made as this agreement describes, shows it.

Payment for a milestone that has been reached is final. A milestone that is never reached is never charged.

Your guarantee dates are on your quote and your order page, counted from the day you complete the short form about you. Unless your quote says otherwise, there is one guarantee date, set by the kind of sources involved: up to 6 months for standard sources and up to 12 months for hard sources such as major news sites, courts and government pages.

On your guarantee date we check every result you listed. The price is then recalculated on what moved. Each search term carries its own share of the price, and for each search term you pay for the fraction of its listed results that moved. What you owe is whichever is larger: the price recalculated on what moved, or what has been earned at a milestone.

• If you have already paid more than you owe, we refund the difference, usually within 10 business days of your guarantee date.
• If you have not yet paid more than you owe, the rest is never charged.
• If everything moved, the full price applies. If nothing moved and no milestone after the start was reached, the whole price is refunded, or never charged.

The guarantee does not cover:

• Content first published after the day you start. You can add it to a new quote.
• A listed result given new prominence by a new event, such as fresh coverage or a post that spreads widely. We keep working on it, but its guarantee date no longer applies.
• Results you work against during the agreement: by publishing about the listed content, linking to it, engaging with it publicly, or engaging another search or reputation provider on the same search terms.
• Delay on your side: if you do not complete the short form or give approvals we ask for within a reasonable time, or if you ask us to take down pages we published for you.

If we rely on any of these, we tell you in writing and show you why.

Claiming costs you nothing, and you do not need to do anything: we make the checks ourselves and keep the evidence on your order page. If you think we have missed something, write to hello@relda.com.au. The guarantee is given by the business named at the top of these terms, and its benefits are in addition to your other rights and remedies under the law.

Your quote gives your guarantee dates. Before then, how quickly results move depends on how strong the results involved are, on changes Google makes, on new content appearing, and on how quickly we receive what we need from you. If the work is taking longer than expected, we explain why on your order page.

We cannot start until the short form about you is done, so time before it is completed does not count towards your term.

You have a private order page for the whole agreement. It shows where each listed result sits, with the evidence for each position, and the work completed. You also get a written report every 30 days.

The positions on your order page come from automated checks, which can now and then pick up a cached or personalised result. A milestone counts as reached when a check made as this agreement describes shows it, and the evidence for every check is yours to see. If you think a check is wrong, tell us and we run it again.

• Give us accurate, complete information about yourself and the results involved.
• Complete the short form about you, and reply to our requests for input within about a week.
• Tell us straight away if new content about you appears, such as new coverage or a new legal matter.
• Do not engage another search or reputation provider on the same search terms during the agreement. Their work can interfere with ours.
• Do not publish about, link to or engage publicly with the listed content during the agreement.

You must be 18 or older. If you order about another person or a business, you confirm that you have their authority to do so and to give us their information. We may ask for evidence of that authority, and we may decline or end the agreement if we do not receive it.

You authorise us to publish accurate content and create profiles in your name, and to use search and content techniques to move unwanted results down and accurate ones up.

We publish nothing untrue: no fake reviews, invented people or made up credentials. We never contact the people or the publishers behind a result, never publish anything about them, and never try to trick a search engine with link schemes, hacked sites or spam. If there are people, places or subjects you do not want mentioned in anything we publish, give us a written list and we will keep to it.

We may decline any work, and we may end an agreement that would require us to cross one of these lines. If we end it for a reason that is not your doing, you are treated as if you had ended it that day.

Prices are in Australian dollars and include GST. Your price is the one on your quote, and your quote shows the ways you can pay:

• By milestone: the first payment when you start, and each later milestone once it is reached, by card or by bank transfer. Unless your quote says otherwise, that is 30% when you start, 40% at the halfway mark and 30% at the finish. A milestone that is never reached is never charged.
• Upfront: one payment when you start, 10% less than the price, by bank transfer or by card.
• Monthly, where your quote offers it: equal payments by card across your term. They stop by themselves after the last one, and there is no interest.

If you save a card at checkout and pay by milestone, you authorise us to charge that card when each milestone is reached, for the amount on your quote. We tell you each time a milestone is reached and charged.

For a bank transfer, work starts when the transfer arrives. If it has not arrived within the time shown on your order, the order lapses and nothing is owed.

If a payment fails or is not made, we tell you and give you a way to pay. If it is still unpaid after 7 days, we may pause work. When it is paid, work resumes and your guarantee dates move back by the length of the pause. If it is unpaid for 30 days, we may end the agreement. Ending it for non-payment does not cancel what is owed for milestones already reached.

Either of us can end this agreement at any time by writing to the other. Work stops on the day the message is received, and the guarantee ends, because the term was cut short.

When it ends, we check every listed result that day and, within 15 days, send you a final report showing the work completed and the milestones reached.

• Upfront: we refund the whole months of your term that you have not used, as a share of what you paid.
• By milestone: no further milestones are charged. Milestones already charged were for results already reached, and are kept.
• Monthly: no further payments are taken. Payments already made are kept.

Ending does not cancel what is owed for results that have already moved. What we keep, or what remains payable, is never less than the price of the results that have moved on the day it ends, worked out the same way as the guarantee. Any refund is usually paid within 10 business days of the day it ends, as our refund policy says, and any balance owing to us is due within 30 days of the final report.

We may also end this agreement if you seriously breach these terms and do not put it right within a reasonable time of our asking, if information you gave us turns out to be materially untrue, or for non-payment as described above.

If you are unhappy with anything about our service, please write to hello@relda.com.au first and give us 14 days to look into it and propose a fix. We would much rather put it right directly. This does not limit your right to go to a court, a tribunal or a consumer protection agency at any time.

Our services come with guarantees under the Australian Consumer Law that cannot be excluded, including that they will be provided with due care and skill. Nothing in these terms limits those guarantees, or what you can recover under that law. The milestone guarantee is in addition to them.

We are not responsible for things outside our control, such as changes Google makes, what other websites and publishers do, or new content published about you during the agreement.

Outside the Australian Consumer Law, our total liability to you under this agreement is limited to the fees you have paid us, and we are not liable for indirect loss such as lost profits, lost opportunities or lost goodwill.

The methods, templates and materials we use are ours. Content we publish in your name, such as profiles, articles or websites we set up for you, is licensed to you during the agreement and after it ends, for as long as you remain its genuine subject. We will not take it down because the agreement has ended.

Content we write under our own staff's names or under our own editorial control stays ours, and we may keep or update it after the agreement ends. You can ask us at any time to hand over or close any account we opened for you.

You confirm that anything you give us to use does not breach anyone else's copyright, privacy or publicity rights.

We keep your information, and the existence and details of our agreement, confidential, except where the law or a regulator requires disclosure, or with professional advisers who are bound by confidentiality themselves. We never publish client names, never ask you for a public review, and never use your situation as an example without your written permission and without removing anything that identifies you.

We ask you to keep our methods and our working documents confidential in the same way. Nothing in this stops you telling anyone about your experience with us. Our privacy policy explains how your information is handled.

This agreement is governed by the law of New South Wales, Australia. Its courts and tribunals can hear any dispute, and that does not stop you using a court, tribunal or consumer agency where you live. If you live outside Australia, the consumer rights your own country gives you that cannot be excluded are not affected.

• These terms, your quote and your order page together are our agreement. If these terms and your quote say different things, your quote wins.
• If any part of these terms cannot be enforced, the rest still applies.
• We may update these terms for future agreements. Your agreement is governed by the version in place on the day you accepted it.
• Notices are by email: ours to the address on your quote, yours to hello@relda.com.au.