Frequently asked questions
The answers, including the inconvenient ones.
We would rather tell you upfront what we cannot do. It avoids disappointment in month three.
- Do you guarantee the removal of negative reviews?
- No, and be wary of anyone who promises it. Google only removes reviews that break its rules: abusive language, off-topic content, conflicts of interest, obviously fake reviews. We flag the ones that fall into those cases and we follow up, but the decision is Google's. When a negative review is legitimate, the right answer is a public reply, not a legal one.
- Do you buy reviews?
- Never. It is against Google's terms of service, punishable as a misleading commercial practice, and the penalty lands on your profile, not on us. We do not practise review gating either, which means intercepting unhappy customers before they reach Google — that is also prohibited.
- How long before we see something?
- Profile fixes often show an effect within two to four weeks. Review volume starts climbing from the first month of collection. Position in the local pack is slower: allow three to six months depending on your local competition. Nobody can honestly promise you better.
- Do we have to give you access to our Google account?
- You grant us delegated access to your profile from your own Google account. You remain the owner of the profile and can revoke that access at any time, without asking us for anything. We never ask for your password.
- What happens if we stop?
- You keep everything: the profile, the reviews, the published replies, access to your account. We hold no leverage over your online presence. The initial commitment is three months, long enough for the work to produce a measurable effect; after that it is month to month.
- We have several locations.
- That is the Network plan, from three locations upwards. You get a consolidated dashboard plus the detail per location, with consistency maintained across all profiles — that is often where the most costly inconsistencies hide.
- Our profile is suspended. Can you do anything?
- Yes, it is a service in its own right. We first identify the cause, fix it, then file the appeal with supporting documents. An appeal sent without fixing the cause is almost always rejected, and repeated rejections make things harder afterwards. No reinstatement can be guaranteed: the decision remains Google's.
- Who writes the replies to reviews?
- We do. We set your tone of voice at the start, then every reply is written for the review it answers. Depending on your preference, it goes out directly or through your approval in the portal. We rely on a writing tool to save time, but no reply is published without a human read-through.