Service Disclaimers

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Deep Dive(s)

A Deep Dive consists of looking at the first 10 pages of Google links, making note of the titles and descriptions that contain your search terms. We document all these links on the search results no matter the scope of the Data Breach. 

  1. We document all the negative links found in the search results or social media and collate them into a Google document (shared with you) to help you determine which ones require removal. 
  2. Our deep dives can take up to a week and once completed, you will be notified along with a quote for submitting them to the search engines.
  3. There is a limit of 3 search terms per deep dive.

Recommended search terms:

We recommend the following 3 search terms for all our deep dive clients to find 99% of all links:

  1. [Client name]
  2. [Client name] plus [profession]
  3. [Client name] plus [town/city]

Ultimately, you choose the search terms we use but these 3 are the ones we use the most. If you have a business, we suggest replacing [profession] or [town/city] for the [business name], e.g. “[Client name] plus [business name]”.

Alternatively, if you want to increase the number of search terms we cover, there is a small £40+VAT fee for each additional (1) search term. This way, you can cover all the recommended terms and any extra search terms you or we believe would be beneficial to finding the most or, if not all, negative content..

To perform the most effective deep dive, we will need context for the negative links, whether that may be a background story or information about you, to what it is we are looking for, if known, and from there, you permit us to search the web for any type of potential data breach under the agreed search terms.

Search Results Deep Dive

We will search through the Image Search Results Pages from the quoted Search Engine(s) under the agreed amount of Search Terms.

Social Media Deep Dive

We will search through the pre-agreed Social media platforms’ posts and comments under the pre-agreed search terms.

Enhanced Deep Dive

The enhanced deep dive builds on the standard Search Results Deep Dive, but instead of just finding links within the search engine results page, we also go onto each infringing link and search that website for even more infringing links. This is a valuable option for when you know there are negative links out there but they are not necessarily in the search results yet. This then lets us find them and have them either removed at source or stop them from ever appearing in the search engines.

Google Removal Request(s) 

Removal request(s) to Google is the practice of removing pages from the search engine results page rather than from the source, thus effectively removing it from mainstream view rather than contacting each infringing site directly.

  1. Google is a local search engine so a search results page in the UK will be vastly different to a search results page in Germany. You must tell us which Google you want us to target, e.g Google UK
  2. Google will only remove content from your country of residence.
  3. Google currently allows us to submit removals for all variations of your name so make sure you tell us every search term that can be used to find the harmful links.
  4. As part of this request, we do not approach the source website directly. That is a separate service.
  5. Even though we may have a good case for removal, we cannot guarantee that the Search Engine(s) will comply with our Removal Request(s). The decision ultimately is theirs to make, all we can do is make our case as strong as possible for removal and see how they respond.

The above applies to all our legal requests regardless of the local laws for your country.

It should be noted that request(s) can contain multiple legal grounds for removal for the best case possible. Again, we cannot guarantee removal as the search engines will assess and respond to their own internal rules/understanding of the law/terms and Content policies. 

Whilst we do our best in taking the time to determine and inform you whether Search Result(s) can be removed before taking a client on board, by accepting our proposals/quotes, you fully agree that there are no guarantees as to the specific outcome or results that you can expect from using our services.

UK Residents

Successful removal request(s) with Google UK are only removed from the UK search results. They are not a worldwide removal.

EU Residents

Successful removal request(s) with Google EU are only removed across all EU member states search results. They are not a worldwide removal.

Californian Residents

Successful removal request(s) under the Californian Consumer Data Privacy Act will be removable across the Californian State only. They are not US/Worldwide.

Residents from the Rest of the World

Successful Removal request(s) made under your Local Law will only be removed across the country you reside in unless you have a court order stating otherwise.

Bing Removal Request(s) 

Removal request(s) to Bing is the practice of removing pages from the search engine results page rather than from the source, thus effectively removing it from mainstream view rather than contacting each infringing site directly.

  1. Bing is a local search engine so a search results page in Germany will be vastly different to a search results page in Ireland. You must tell us which Bing you want us to target, e.g. Bing UK
  2. Bing will only remove content from your country of residence.
  3. Bing only allows us to submit removals for your first, middle and last name or first and last name. They do not accept terms that are not your name e.g. fraud, address, phone number, email address.
  4. As part of this request, we do not approach the source website directly, that is a separate service.
  5. Even though we may have a good case for removal, we cannot guarantee that the Search Engine(s) will comply with our Removal Request(s). The decision ultimately is theirs to make, all we can do is make our case as strong as possible for removal and see how they respond.

The above applies to all our legal requests regardless of the local laws for your country.

It should be noted that request(s) can contain multiple legal grounds for removal for the best case possible. Again, we cannot guarantee removal as the search engines will assess and respond to their own internal rules/understanding of the law/terms and Content policies. 

Whilst we do our best in taking the time to determine and inform you whether Search Result(s) can be removed before taking a client on board, by accepting our proposals/quotes, you fully agree that there are no guarantees as to the specific outcome or results that you can expect from using our services.

UK Residents

Successful removal request(s) with the UK are only removed from the UK search results. They are not a worldwide removal.

EU Residents

Successful removal request(s) with the EU are only removed across all EU member states search results. They are not a worldwide removal.

Californian Residents

Successful removal request(s) under the Californian Consumer Data Privacy Act will be removable across the Californian State only. They are not US/Worldwide.

Residents from the Rest of the World

Successful Removal request(s) made under your Local Law will only be removed across the country you reside in unless you have a court order stating otherwise.

Yahoo Removal Request(s)

Removal request(s) is the practice of removing pages from the search engine results page, rather than from the source, thus effectively removing it from mainstream view rather than contacting each infringing site directly.

  1. Yahoo is a local search engine so a search results page in Germany will be vastly different to a search results page in Ireland. You must tell us which Yahoo you want us to target, e.g. Yahoo UK
  2. Yahoo will only remove content from your country of residence.
  3. Yahoo only allows us to submit removals for your first, middle and last name or first and last name. They do not accept terms that are not your name, e.g. fraud, address, phone number, or email address.
  4. As part of this request, we do not approach the source website directly. That is a separate service.
  5. Even though we may have a good case for removal, we cannot guarantee that the Search Engine(s) will comply with our Removal Request(s). The decision ultimately is theirs to make. All we can do is make our case as strong as possible for removal and see how they respond.

The above applies to all our legal requests regardless of the local laws in your country.

It should be noted that request(s) can contain multiple legal grounds for removal for the best case possible. Again, we cannot guarantee removal as the search engines will assess and respond to their own internal rules/understanding of the law/terms and Content policies. 

Whilst we do our best in taking the time to determine and inform you whether Search Result(s) can be removed before taking a client on board, by accepting our proposals/quotes, you fully agree that there are no guarantees as to the specific outcome or results that you can expect from using our services.

UK Residents

Successful removal request(s) with the UK are only removed from the UK search results. They are not a worldwide removal.

EU Residents

Successful removal request(s) with the EU are only removed across all EU member states search results. They are not a worldwide removal.

Californian Residents

Successful removal request(s) under the Californian Consumer Data Privacy Act will be removable across the Californian State only. They are not US/Worldwide.

Residents from the Rest of the World

Successful Removal request(s) made under your Local Law will only be removed across the country you reside in unless you have a court order stating otherwise.

Direct Removal Request(s) 

Direct removal request(s) is the practice of contacting website(s) directly and requesting the removal of negative content.

  1. These types of requests, if successful, apply worldwide because once the source is removed, the search engines update and remove the link from their index.
  2. There are times when some websites do not respond to our cases. As a result of this, we wait 30 days for a response before considering a case as denied. 
  3. It should be noted that these types of requests may have a risk of causing damage to your online profile.This is because the offending website may create new content about you trying to have something removed.

Add-On Request(s) / Resubmission(s) / Appeal(s)

There are many situations where more links appear after our initial submission or some old links reappear. These are how we can deal with them: 

Addon Request:

  1. If you find new negative links after we removed previous links, this would be classed as an addon request.
  2. If we find any new negative links through our Brand Monitoring Service, we would quote for and submit them as an addon request to the Search Engine(s) in question.

Resubmission:

  1. If a legal request is denied, a resubmission would be us creating a brand new request. This only applies to Bing and Yahoo.

Whilst we cannot guarantee removal, we can resubmit your case. We would go back to see what additional information can be provided or clarified and process another removal request. This can be done at our discretion or upon payment if requested, depending on the scope of work and the complexity of each case in question.

Appeal:

  1. If a legal request is denied, we can directly reply to their email with an appeal. This only applies to Google as the other search engines close our cases as soon as they provide us with a verdict.

Whilst we cannot guarantee removal, we have the option to appeal the verdict they have provided. If we believe additional information can be provided or we can clarify our reason for the removal of the content, Google may overturn their original verdict and remove the URL(s) in question upon submitting the additional information requested. This can be done at our discretion or upon payment if requested depending on the scope of work and the complexity of each case in question.

ICO Request(s)

If you are or have considered the ICO to provide a judgement on your case(s), upon reading this statement or making payment, you acknowledge that there is no guarantee for when you will hear back from the ICO. The reason for this is like the Search Engine(s), they are a 3rd party organisation and thus cannot confirm nor deny how long it’ll take to hear from individual cases.

Before Submission, if requested or if we are aware of recent cases, we can provide an estimated timeframe with our contacts directly from the ICO. This said, this is not guaranteed and there is nothing we can do to speed up their response time. Once we receive any information regarding your case, we will send you an update.

If it is nearing the expected timeframe we expect to hear from them but have not received any correspondence, we will contact them for an update and let you know of any new timeframes they give us. 

Missed Timescales

We have a large number of clients with missed timescales with the ICO. We have made formal complaints with them but this would not speed up the process for a verdict on your case(s). 

Case Denied – Next Steps

If after rejection you are not satisfied, we can assist you in taking this matter to court by liaising with either your solicitor of choice and/or preparing to make a Police Case. Simply let us know and we can quote for the work.

Police Case

Preparing a Police Case will be a quotable service as it requires documented explanations of actions taken therefore pricing will be determined by:

  1. How many request(s) have been made
  2. The complexity of cases
  3. Number of Search Result(s) dealt with

Court Case

If you opt for going to court, you are expected to find your own solicitor whom we expect to be well versed in Data Protection Matters to maximise your chance of a civil court action for expunging the Search Result(s) from your Search Engine Results Page(s).

Correspondence emails of our Case(s) can be provided free of charge. If our time is needed to speak to your lawyer/solicitors (online/telephone meeting), this can be scheduled for 15 minutes at no cost. This is to properly go over what we do, what has been done for your case in question and any questions your solicitor/lawyer may have. Meetings lasting more than the allocated 15 minutes will result in a fee per 15 minutes to cover our case officer(s) time. We can supply this cost at the time of requirement.

Reputation Management (ORM)

As part of your quote for Reputation Management of any type, we will tell you precisely what we will supply in month 1 along with what we will deliver for month 2 onwards. If at any point you wish to change the work we will be supplying, please let us know 30 days in advance and we can requote you for the following month’s changes.

Our quotes are tailored to account for 99% of clients’ needs. If you wish for us to increase or decrease certain types of content we do each month, please let us know and we will do our best to accommodate this within the same price bracket.

As part of accepting our Reputation Management proposals, you agree that:

  1. We are manipulating a 3rd party (the search engine) and are not directly responsible for any additional negative links that may appear over the course of your campaign.
  2. Our quotes are to cover 1 keyword of your choosing. We cover more keywords but the more keywords you want us to cover, the more we spread out its effectiveness. We would highly recommend you take a higher bracket of work to account for this.

Defamation Requests

Defamation requests are typically submitted within 1 week of payment. You will be notified if this is not the case. Before proceeding with us for this type of request, please note:

  1. Without a court order confirming the content is defamatory, we will have to provide the search engine with the most amount of context for your case possible. This means we will need your help to create a rebuttal for every part of the negative links. 
  2. We have a lower chance of success vs a court order as proving defamation outside the court of law is basically your word vs theirs.
  3. As we are dealing with a 3rd party, we cannot and do not guarantee the removal of any links.
We typically don’t approach source websites directly as this may exacerbate matters and cause them to write another article, rather, we concentrate on making sure it’s removed from the search engines directly, thus effectively removing it from mainstream view.
 
If we are contacting social media companies directly to report the post/account as defamatory, you should be aware that these direct approaches are often unsuccessful due to the seemingly very lax operating rules of these companies.

Copyright/Trademark Requests

Copyright/Trademark requests are typically submitted within 1 week of payment. You will be notified if this is not the case. Before proceeding with us for this type of request, please note:

  1. We will need proof that you own the copyright/trademark to the content you wish for us to remove.
  2. If you cannot provide proof of copyright/trademark, a court order may be needed.
  3. As we are dealing with a 3rd party, we cannot and do not guarantee the removal of any links.

Brand Monitoring and Protection

By default, our Brand Monitoring covers the local Google search results. E.g Someone in the UK will have Google.co.uk monitored whereas someone living in the Netherlands will have Google.nl monitored. We only cover Google simply because it accounts for the vast majority of all searches. Please let us know if you wish to cover Bing, yahoo etc and we can quote separately.

Our monitoring covers 2 types of content depending on what you need:

  1. Type 1 covers the search results.
  2. Type 2 covers the social media platforms you choose.
  3. Type 3 covers both search engines and social media platforms.

Our Brand Monitoring tools do not find new content instantly, we perform a check every 24 hours for search engines and weekly for social media. As soon as we find new content, you are notified. From there, you can choose if you wish to pay us for removal or do it yourself.

Any form of Adult Content Removal Requests

Depending on where we request for removal, please see the Google, Yahoo, Bing or Direct disclaimers above.

Along with those stipulations, this type of request also includes:

  1. When a pornographic piece of content is removed, the copyright holder is typically notified. So if you signed a contract for a shoot and then decide years later you don’t like it, there is a chance the content can be placed back online as you signed away your right to remove it.
  2. As we are dealing with a 3rd party, we cannot and do not guarantee the removal of any links.

Reasons for Results

Each individual’s results depend on many factors and can even depend on how strong the legal system is within your country of residence. 

Success

  1. Upon receiving a response to our request(s) you will be notified within 2 business days. This is because sometimes we get tens of decision emails per day and some take longer than others if there are hundreds of links involved.
  2. It can take a couple of days for search engines or websites to remove the content once they have agreed. This could be because the successful removal request needs to be forwarded to another team within the company to action the removal. Due to this, depending on when you receive an update, it is advised you wait a couple of days to notice an effect. 
  3. If we are successful at removal and the exact same links reappear, let us know and we can quote for a vastly cheaper addon request.
  4. Any new additional links appearing after removal are always subject to a new charge.

Denied

A few reasons for a rejected removal request but are not limited to are listed as follows:

  1. Unspent Sentence
  2. How recently the article/incident was published/occurred
  3. The similarity between your previous and current profession before/during/after the infringed content was written about you
  4. Your current/past involvement with the public (police officer, celebrity etc.)
  5. Exceptions/Clauses in your Sentences/Court Orders/Contract etc. 

In addition to the above, if the Search Engine(s), aside from Google, has requested information which we have asked you for but you have not provided us with within 30 days of them asking, your case(s) will be closed, as per their internal policies. This means your request(s) for removal will be denied and brand new request(s) will be needed. This extra work will be quoted for.

Timescale(s) for Initial Replies

Each website and search engine will have its own timescale depending on its current workload. This is a list of our current expected timescale for them:

  1. Google: 4-6 weeks
  2. Bing:  4-6 weeks
  3. Yahoo:  4-6 weeks
  4. Information Commissioners Office (ICO): 6 months
  5. Data Protection Commission (DPC): 6 months
  6. Social Media Platforms:  6-8 weeks
  7. Deindexing: 2-3 business days

Legal Documentation

As part of our quotes, we initially ask for the basics in legal documentation because we dont always need everything.

The vast majority of legal requests can be handled with a valid ID and a Letter of Authority. For the sake of completion, here is a list of everything that could be requested:

  1. Valid Government ID
  2. Utility Bill
  3. Proof of Residence
  4. Proof of Copyright/Trademark
  5. Proof of Court Paperwork
    1. Court Order
    2. Court Case Documents
  6. Proof of anything pertinent to your case:
    1. Normal DBS (Disclosure and Barring Service UK) Certificate
    2. Enhanced DBS Certificate (UK)
    3. Garda Certificate (Ireland)
    4. ACRO Certificate (UK)
    5. Police Case Reference (inc emails to/from them)
    6. Or local equivalent to your country
  7. Contract(s)
  8. Proof of a fine repayment
  9. Anything else you can think of that we havent listed.

We do not control what is asked for.