Refund & Cancellation Policy

1. Philosophy

Online reputation management is a professional services discipline in which outcomes depend on third-party platforms, publishers, search engines, and legal frameworks that are outside our direct control. Our refund policy is built around that reality: we charge for professional work performed in good faith, not for guaranteed outcomes. At the same time, we recognize that clients deserve clarity about when they can expect money back and when they cannot.

2. Scope

This policy applies to all engagements with Traceremove LLC, including per-engagement fixed fees, monthly retainers, and per-result success fees, except where a signed Engagement Letter provides specific terms that differ from those below, in which case the Engagement Letter controls.

3. Free Audit

The free audit is offered at no cost and carries no obligation. There is nothing to refund and nothing to cancel. If you request a free audit and change your mind, simply tell us and we will close the request.

4. Per-Engagement Fixed Fees

For fixed-fee engagements, fees are typically invoiced fifty percent upon scope sign-off and the remainder at engagement close-out, though specific terms may vary by Engagement Letter.

Cancellation within seven days of scope sign-off

If you cancel an engagement within seven days of scope sign-off and before we have commenced active execution, you will receive a refund of the initial invoice less a scoping fee of ten percent of the total engagement value to cover audit, scope, and legal preparation work already performed.

Cancellation after execution has commenced

Once execution has commenced (filings submitted, assets commissioned, outreach initiated), fees for work performed through the date of cancellation are non-refundable. Any remaining balance that has been invoiced but not yet earned will be refunded or not charged. Fees for third-party costs already committed (publication fees, filing fees, outsourced specialist work) are non-refundable regardless of cancellation timing.

5. Monthly Retainers

Retainer engagements operate on a rolling thirty-day basis unless an Engagement Letter specifies a longer minimum term. You may cancel a retainer with thirty days' written notice at any time after the first month. You will be invoiced for services through the end of the notice period; no pro-rata refund is issued for partial months unless your Engagement Letter specifies otherwise.

If we fail to deliver the agreed deliverables in a given month (for example, missing the agreed number of weekly reports), you may withhold the corresponding portion of that month's fee, in good-faith proportion to the missed deliverable, pending resolution.

6. Per-Result Success Fees

Per-result engagements bill only upon verifiable achievement of the specific result described in the Engagement Letter. If the result is not achieved within the agreed window, no success fee is due. Any upfront deposit, if charged, is applied against successful results and refunded (less a minimum scoping fee) if no results are achieved. Specific terms are set forth in the Engagement Letter.

7. Refunds for Work Not Performed

If you have paid for specific services that we have not delivered and are not going to deliver — for example, because the engagement has been canceled, paused indefinitely, or we have withdrawn for scope or ethics reasons — you are entitled to a refund of the fees allocable to those unperformed services, less any documented out-of-pocket costs we have already committed on your behalf.

8. Refunds Not Available

The following circumstances do not give rise to a refund claim: (a) dissatisfaction with the outcome of professionally-performed work, where no specific outcome was guaranteed in the Engagement Letter; (b) client change of heart after work has been performed; (c) refusal by third-party platforms, publishers, or search engines to act on a professionally-submitted filing or request; (d) client failure to provide information or approvals within reasonable timeframes, resulting in missed deliverables or extended timelines; (e) results achieved but subsequently reversed by a third party (for example, a successful takedown reversed on appeal by the original publisher).

9. How to Request a Refund

To request a refund or to cancel an engagement, email contact@traceremove.com with your company name, engagement reference, and a brief description of your request. We will acknowledge receipt within two business days and respond with a decision within fourteen days. Approved refunds are processed within ten business days of approval via the original payment method where possible.

10. Disputes

If you disagree with our refund decision, you may escalate in writing to contact@traceremove.com. We will review the escalation and provide a final written response within thirty days. Any remaining dispute is resolved in accordance with the dispute resolution provisions of our Terms of Service.

11. Changes to This Policy

We may update this policy from time to time. Changes apply prospectively; engagements signed under a previous version of this policy continue to be governed by that version for the remainder of their term.