Refund policy

The clause

If, at the end of the Removal Window, the Specified URL continues to appear in Google search results for the Agreed Search Terms as verified under clause 4, No Trace shall refund the Fee in full within five Working Days. No deduction shall be made for work performed.

Clause 6.1 of the standard engagement letter. A copy is provided with every assessment.

The three ways a refund happens

We assess the link as unremovable. You are told within 48 working hours of paying, and the fee is returned in full — we aim to complete it within 24 hours of the assessment. The matter ends there.

The removal window closes with the link still there. The fee is returned in full within five working days. Our scheduler, not a person, decides when the window has closed, so it does not depend on anyone remembering.

You cancel before the assessment is issued. Full refund, no questions.

What a refund is

Always the whole of the fee you actually paid, in the currency you paid it in. Payment-processing charges are ours to absorb. There is no partial refund and no partial-success fee, because there is no partial outcome: the link is gone from the agreed search terms, or it is not.

How it reaches you

Back to the card or account you paid from. Card refunds usually appear within five to ten working days depending on your bank; bank transfers are same-day once instructed. You receive a refund confirmation for your records either way.

If you are a consumer

This policy is in addition to your rights under the Consumer Rights Act 2015, and nothing here limits them.