Terms & conditions
The terms we work under, including the bit that matters most: you are invoiced for an item only once its removal has been verified.
Last updated: 5 October 2026
These terms govern the supply of services by Northlight Reputation Ltd ("we", "us") to you ("the Client"). By engaging us you accept them. Please read them — particularly sections 4, 6 and 10.
1. Definitions
- "Scan" means the free written assessment of a review profile we provide before any engagement.
- "Item" means an individual review, warning banner, profile or page we agree to work on.
- "Removal" means an Item being confirmed as no longer publicly visible on the relevant platform.
- "Platform" means the third-party review website on which an Item appears.
2. The free scan
2.1 The Scan is provided free of charge and creates no obligation on either side.
2.2 The Scan is our professional assessment based on the information available at the time. It is not a guarantee that any particular Item will be removed.
2.3 The Scan is for the Client's internal use and should not be republished without our written consent.
3. Engagement
3.1 An engagement begins when the Client approves a written quote for one or more Items.
3.2 The Client may approve some, all or none of the Items listed. We will not work on any Item that has not been approved.
3.3 There is no minimum engagement, no retainer and no notice period.
3.4 The Client confirms that the information they provide is accurate and that they are authorised to instruct us in relation to the profile concerned.
4. Scope, and what we will not do
4.1 We pursue Removals on the basis that the Item breaches the Platform's published content guidelines. We do not pursue Removals on any other basis.
4.2 We will not, under any circumstances:
- Create, commission or post reviews, whether positive or negative
- Make any statement to a Platform that we know or believe to be false
- Contact a reviewer to pressure, threaten or induce them to alter or remove a review
- Access any account, system or data without authorisation
- Pursue the removal of a review we assess to be genuine feedback from a genuine customer
4.3 We may decline or discontinue any case that would require any of the above, and we will explain why. Where we discontinue, no fee is payable for that Item.
5. Client obligations
5.1 The Client will provide accurate information and reasonable assistance, including records relevant to whether a transaction took place.
5.2 The Client will notify us promptly of anything that changes the position, including a reviewer making contact or an Item being amended.
5.3 The Client will not, during an engagement, post or commission reviews on the profile concerned in breach of the relevant Platform's rules. Doing so may make a Removal impossible and will end the engagement.
6. Fees and payment
6.1 Fees are fixed per Item and stated in the quote the Client approves. Quotes remain valid for 30 days.
6.2 No fee is payable for an Item until that Item's Removal has been confirmed and verification has been provided to the Client.
6.3 Where several Items are approved and some are removed, the Client is invoiced only for those removed.
6.4 Invoices are payable within 14 days of the date of issue.
6.5 Fees are exclusive of VAT, which is added where applicable.
6.6 We may charge statutory interest on overdue amounts under the Late Payment of Commercial Debts (Interest) Act 1998.
6.7 Optional monitoring services, where taken, are billed monthly in advance and may be cancelled at any time with effect from the next billing date.
7. No guarantee of outcome
7.1 The decision to remove any Item rests solely with the Platform. We do not control that decision and we do not guarantee any particular outcome.
7.2 Our commitment is that the Client bears no cost where we do not succeed. Any indications of likely timescales are estimates given in good faith, not contractual commitments.
7.3 We do not warrant that a removed Item will not be replaced by different content posted subsequently.
8. Confidentiality
8.1 Each party will keep the other's confidential information confidential and use it only for the purposes of the engagement.
8.2 We will not identify the Client publicly, in case studies or otherwise, without written permission. Anonymised sector-level information may be used provided the Client cannot reasonably be identified from it.
8.3 A mutual non-disclosure agreement is available on request before any information is shared.
9. Data protection
9.1 Each party will comply with applicable data protection law. Our handling of personal data is described in our privacy policy.
9.2 Where we process personal data on the Client's behalf, we do so on the Client's documented instructions and apply appropriate technical and organisational measures.
10. Liability
10.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be limited.
10.2 Subject to 10.1, our total liability arising out of an engagement is limited to the total fees paid by the Client to us in respect of that engagement.
10.3 Subject to 10.1, we are not liable for loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss.
10.4 We are not liable for the acts or decisions of any Platform, or for content posted by third parties.
11. Termination
11.1 Either party may end an engagement at any time by written notice.
11.2 On termination, the Client pays for Items already removed and verified, and nothing more.
11.3 Clauses which by their nature should survive termination — including sections 8, 9 and 10 — continue to apply.
12. General
12.1 These terms, together with the approved quote, form the entire agreement between the parties.
12.2 No variation is effective unless agreed in writing.
12.3 Neither party is liable for failure to perform caused by events beyond its reasonable control.
12.4 A person who is not a party to the agreement has no rights to enforce it.
12.5 If any provision is found unenforceable, the remainder continues in effect.
13. Governing law
These terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
How to contact us
For any question about this policy, or to exercise any of your rights, write to us at info@northlightreputation.com or by post:
Northlight Reputation Ltd
71-75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom
Registered in England & Wales, company number 16428871.
Questions about any of this?
Email us and a person will answer. We would rather explain it than have you guess.