Terms of service

Relda is an Australian business based in Sydney. In these terms "we" and "us" mean Relda, and "you" means the person or business placing the order.

These terms apply to every order placed with us. You agree to them when you place an order. 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 price, your way of paying and your guarantee date. If your order page and these terms say different things, your order page wins.

The service is search result suppression. It is priced per search term: the name or business name people type into Google. Under each search term you list the results you want moved, and you choose one of two results.

• Above the fold: each result you listed sits at position six or lower, so it is no longer among the first things people see.
• Off page one: each result you listed is no longer among the first ten results.

One order covers up to 3 search terms and up to 5 listed results for each. A second or third search term is charged at 50% of its own price. Anything beyond that is quoted individually in writing, and that written quote then forms part of the agreement.

Every order includes a private order page showing where each listed result sits, the evidence for each position, and a written report every 30 days.

We move results down. We do not delete them, and we do not promise that any page will be taken down, changed or de-indexed. The page still exists, and someone who goes looking for it, or who searches very specific words, may still find it.

Where a free official route to removal exists for your situation, we tell you about it. Removal work that we take on is quoted separately and in writing, and is governed by that quote.

Your term starts on the day you complete the short form about you, which you can do straight after paying. Your guarantee date is fixed that day and shown on your order page. It is 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.

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

On your guarantee date we measure every result you listed, in searches for your search term on Google in the country shown on your order. We check searches made on a computer and on a phone, and a result only counts as moved if it meets your chosen result on both.

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. If you listed four results under one search term and three have moved, you pay three quarters of the price for that search term.

• If you have already paid more than that, we refund the difference, usually within 10 business days of your guarantee date.
• If you have not yet paid more than that, the rest is never charged.
• If everything moved, the full price applies. If nothing moved, the whole price is refunded, or never charged.

The evidence for every measurement is kept and is available to you on your order page. Our refund policy explains how refunds work with each way of paying.

The guarantee covers the results listed on your order. It does not cover:

• New content. An article, thread, post or page first published after you placed your order. You can add it to a new order.
• A story that is back in the news. If a new event, such as a fresh court date, new coverage or a post that spreads widely, gives a listed result new prominence, we keep working on it, but the guarantee date no longer applies to that result.
• Work against the result. If during your term you publish about the listed content, link to it, engage with it publicly, or engage another search or reputation provider to work on the same search terms.
• Silence from you. If you do not complete the form about you, do not give approvals we ask for within a reasonable time, or 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 the reason.

Prices are in Australian dollars and include GST. Your price is the one shown on your quote. There are three ways to pay:

• Upfront: one payment when you start, 10% less than the price, by bank transfer or by card.
• Milestones: 30% when you start, 50% when half of the results you listed have moved, and 20% when all of them have, by card. A milestone that is never reached is never charged.
• Monthly: equal payments across your term, by card. They stop by themselves after the last one, and there is no interest.

If you choose milestones, you authorise us to charge the card you saved at checkout when each milestone is reached, for the amount shown on your order. We tell you each time a milestone is reached and charged.

Card payments carry the cost of accepting the card, 2.9% plus 30 cents for each payment, shown to you before you pay. Bank transfers carry no fee. For a bank transfer order, 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 card payment fails, we tell you and give you a way to pay. If a payment is still unpaid after 7 days, we may pause work. When it is paid, work resumes and your guarantee date moves back by the length of the pause. If a payment is unpaid for 30 days, we may end the order.

Ending an order for non-payment does not cancel what is owed for results that have already moved.

• Information that is true and complete, about you and about the results you want moved.
• The short form about you, and any approvals we ask for, within a reasonable time.
• To tell us promptly about anything new that affects your search results, such as new coverage or a new legal matter.
• Not to work against the results during your term, as described above.

You must be 18 or older to place an order. Everything we publish about you is accurate, and you agree to tell us if anything we have published is not.

If you place an 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 an order if we do not receive it.

• Publish anything untrue: no fake reviews, invented people or made up credentials.
• Contact the person or the publisher behind a result, or publish anything about them.
• Try to trick a search engine with link schemes, hacked sites or spam.

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

You can cancel at any time by writing to us. Work stops on the day we receive your message and the guarantee ends, because the term was cut short.

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

Cancelling does not cancel what is owed for results that have already moved. We measure on the day you cancel, and what we keep, or what remains payable, is never less than the price of the results that have moved, worked out the same way as the guarantee.

We may cancel an order 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.

Pages and profiles we published about you stay in place after your order ends. You can ask us at any time to hand over or close any account we opened for you.

We keep the existence and the details of your order confidential. 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. Our privacy policy explains how your information is handled.

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 any other right you have under that law. The guarantee in these terms is in addition to them.

Search engines, publishers and other websites are not under our control, and we are not responsible for what they do. To the extent the law allows, our liability for any failure of the service is limited to supplying the service again or refunding what you paid for it, and we are not liable for indirect loss such as lost business or lost opportunity.

We may update these terms. Your order is governed by the terms in place on the day you placed it.

These terms are governed by the law of New South Wales, Australia. If you live outside Australia, the consumer rights your own country gives you that cannot be excluded are not affected.