Refund and Return Policy
Last updated: 13 August 2026
This Refund and Return Policy applies to all services purchased from Reputation Mate (reputation-mate.com), a trading brand of Online Solutions LLC, Trade Licence No. 2221203.01 (Formation No. 2221203), issued by Sharjah Media City (Shams), Sharjah Media City (Shams), Al Messaned, Sharjah, United Arab Emirates.
1. Nature of our services
We supply professional digital services: online reputation monitoring, removal requests for defamatory, fraudulent or policy-violating content and fake reviews, reputation repair, content production and search engine optimisation. Because these are services rather than physical goods, no physical return is possible.
2. Cancellation before work begins
You may cancel any order and receive a full refundbefore we begin work on your case. In practice this means within 24 hours of purchase, or before we have submitted any removal request or delivered any work product, whichever comes first.
3. Removal and takedown services
Removal outcomes depend on the policies and decisions of third-party platforms (for example Google, review platforms and social networks) and, where applicable, on legal process. We therefore work on the following basis:
- If we are unable to remove or suppress the agreed target content within the timeframe stated in your order confirmation, you receive a full refund of the fee for that item.
- Where an order covers multiple items, refunds are calculated per item that was not successfully actioned.
- Where content is removed and later re-posted by the same or another author, we will re-submit at no additional charge for 30 days after delivery.
4. Monthly retainers and subscriptions
Retainer services may be cancelled at any time with effect from the end of the current paid month. We do not pro-rate part-months once work in that month has started. No further charges are taken after cancellation.
5. Work already delivered
Fees for work already completed and delivered (for example published content, audits, reports or successful removals) are non-refundable, as the service has been performed.
6. How to request a refund
Email our contact form with your order reference, the date of purchase and the reason for the request. We acknowledge every request within one business day and decide within five business days.
7. How refunds are paid
Approved refunds are issued to the original payment method only — a card refund is returned to the same card. We do not refund to a different card, account or person. Once we authorise the refund, funds typically reach your account within 5 to 10 business days, depending on your bank or card issuer.
8. Chargebacks
Please contact us before raising a dispute with your bank. We resolve almost all issues directly and far more quickly than a chargeback process.
9. Contact
Online Solutions LLC
Sharjah Media City (Shams), Al Messaned, Sharjah, United Arab Emirates
Enquiries: contact form
Phone / WhatsApp: +971 50 505 5396