Money Back Policy | EN

Effective date: 01.01.2026

This Money-Back Policy (“Policy”) applies to purchases made via NonDetected.com and is incorporated into our Terms of Service and the applicable Service Agreement signed with the client (“Client”). If this Policy conflicts with a signed Service Agreement, the Service Agreement controls.

1) What this Policy covers

This Policy explains when refunds may be available for NonDetected’s online reputation management and privacy-related services, including removal, de-indexing, or content change efforts performed on third-party websites and search engines.

2) Key definitions

• Company / NonDetected / We: NonDetected OÜ (Estonia).
• Client / You: the purchaser of Services or an authorized representative.
• Services: the specific scope agreed in your Client form, invoice, and Service Agreement.
• Service Start: the moment we begin work on your case, which occurs after payment is received and we initiate operational actions (e.g., research, preparation of submissions, contacting third parties, creating necessary accounts, drafting or sending requests, or implementing de-indexing/suppression measures).
• Third Parties: platforms outside NonDetected’s control (e.g., websites, publishers, data brokers, registries, social networks, hosting providers, search engines).

3) General rule

Because our Services are professional, time-based, and involve third-party actions, payments are generally non-refundable once Service Start occurs, except where a signed Service Agreement explicitly provides otherwise.

4) Refund eligibility

A refund may be considered only in the following cases:

4.1. Non-performance (proportional refund)
If we do not perform part of the Services defined in your Service Agreement, we may refund the proportional cost of the unperformed Services.
Where Services are priced per link, the cost per link is calculated as:
Total paid ÷ number of links in scope (or another allocation stated in your contract/invoice).

4.2. Billing error
If you were charged incorrectly due to a confirmed processing error (duplicate payment, wrong amount), we will correct the error and refund the overpaid amount.

4.3. Any refund right expressly written in your Service Agreement
If your signed Service Agreement contains specific refund terms, those apply.

5) No-refund situations

Refunds will not be issued in the following circumstances:

5.1. Results are not guaranteed
NonDetected does not guarantee removal, de-indexing, suppression, or content change results because outcomes depend on Third Parties, platform rules, and technical factors.

5.2. Third-party delay or refusal
Delays, denials, reversals, or non-responsiveness by Third Parties do not create refund entitlement, including where the desired outcome depends on publishers, registries, courts, platforms, or search engines.

5.3. Client non-cooperation or missing documentation
If you fail to provide required information, documents, or timely approvals needed to perform the Services, refunds are not available. In such cases, we may be unable to complete work and may still be entitled to full payment under the Service Agreement.

5.4. Parallel action without notice (client-initiated or third-party hired)
If, after engaging us, you independently take action or hire third parties to perform identical or similar removal/de-indexing work and a positive outcome occurs, no refund (full or partial) is owed unless you provided prior written notice through email, phone, or another documented channel. Where notice was provided, we may pause work and, at our sole discretion, assess whether any refund is appropriate based on timing and work already performed.

5.5. Policy or law violations
No refunds where the request involves fraud, impersonation, misleading information, unlawful purposes, or violations of our Terms.

6) How to request a refund

To request a refund, email support@nondetected.com and include:

• your full name / company name
• the email used at purchase
• invoice/order number (or proof of payment)
• service details (links/keywords where relevant)
• the reason for the request and any supporting documents

We may request additional information to verify identity and prevent unauthorized requests.

7) Review and timing

We review refund requests within a commercially reasonable time, usually within 5 business days. If approved:

• refunds are issued to the original payment method where possible
• processing times depend on your bank/payment provider and may vary
• bank/intermediary fees, currency conversion differences, and non-refundable processing fees charged by third parties are not reimbursable unless required by law.

8) Chargebacks and payment disputes

If you believe a charge is incorrect, contact us first at support@nondetected.com. Opening a chargeback or payment dispute may result in suspension or termination of Services while the dispute is active. We reserve all contractual rights regarding unpaid balances and dispute costs.

9) Contact details

NonDetected OÜ
Tuukri tn 19-315, 10152 Tallinn, Harju maakond, Estonia
Email: support@nondetected.com
Phone: +37281077872