2. Company and policy scope
This Refund Policy applies to orders placed through PEAKLY for Google Reviews, Custom Google Reviews, and Trustpilot review packages, and to related digital fulfilment and support services coordinated by PEAKLY against the public business or profile URL you supply at checkout.
It should be read together with our Terms of Service and Privacy Policy. If anything in this Refund Policy conflicts with a mandatory provision of applicable law, the law prevails.
3. Statutory rights
Nothing in this Refund Policy is intended to limit or replace any statutory rights you may have as a consumer, including rights that cannot be waived under the laws of England and Wales or, where applicable, the consumer protection rules of your country of residence.
Where UK consumer law (or other mandatory law) gives you cancellation, refund, or remedy rights for digital content or services, those rights remain available alongside the discretionary framework described below.
4. Cancellation before processing
If you wish to cancel an order, contact us as soon as possible at [email protected] with your order reference and the email address used at checkout.
Where fulfilment has not yet begun, we may be able to cancel the order and issue a refund. Once preparation, review drafting, or fulfilment work has started in earnest, cancellation and refund requests are assessed on a case-by-case basis according to order status, what has already been delivered, and your applicable legal rights. We do not guarantee automatic cancellation after processing has begun.
5. When refunds may be considered
Subject to applicable law, PEAKLY may consider a refund or other remedy (such as continued fulfilment or a partial credit) in situations including, without limitation:
- duplicate or clearly incorrect charges;
- the purchased package was materially misdescribed compared with what was offered at the point of sale;
- PEAKLY cannot reasonably complete the purchased service through no fault of yours;
- a material fulfilment failure attributable to PEAKLY that we cannot reasonably correct;
- cancellation agreed before fulfilment has meaningfully started;
- any refund or remedy required by applicable law.
Each request is reviewed in good faith; approval is not automatic and depends on the facts of the order.
6. Platform moderation and non-guaranteed outcomes
Google and Trustpilot apply their own moderation, filtering, visibility, and removal rules independently of PEAKLY. Refund eligibility is not automatically triggered solely because a review was filtered, hidden, or later removed by a platform.
PEAKLY does not guarantee ranking changes, search placement improvements, permanent star averages, indefinite review visibility, business revenue, or other organic performance outcomes. That expectation-setting is consistent across our website, our Terms of Service, and this Refund Policy.
7. Situations that usually do not qualify for a refund
Subject to any mandatory rights you have under law, the following examples will often fall outside discretionary refund scope:
- dissatisfaction with rankings, star averages, or visibility where we did not expressly guarantee those outcomes for your order;
- review filtering, removal, or visibility changes caused by third-party platform moderation;
- incorrect, unavailable, or unsuitable URLs or business details supplied by you;
- change-of-mind requests after fulfilment has materially started or completed;
- refusal to provide reasonably requested information (such as order reference or checkout email) needed to review your case fairly.
Opening a chargeback or card dispute without first contacting support does not remove your statutory protections, but it may mean we coordinate with your bank before we can resolve the matter directly with you. We still encourage you to email support first so we can investigate promptly.
8. Service delays or incomplete delivery
Delivery timing varies by package size, the public URL and account context, and platform moderation. If fulfilment is materially delayed or cannot be completed, we will review the order and may offer—where reasonable and lawful—continued fulfilment, an alternative resolution, or a partial or full refund as appropriate.
9. How to request a refund
- Email [email protected].
- Include your order reference and the email address used at checkout.
- Explain the issue clearly and what outcome you are seeking.
- Attach screenshots or other documentation if they help us verify timing, charges, or delivery status.
Our team will review your message and respond as soon as reasonably possible.
10. Refund processing
Approved refunds are returned to the original payment method where the payment network and our processor allow. Processing times vary by provider and bank. Approved refunds are typically initiated within 5–10 business days; the time until funds appear in your account depends on your card issuer or bank. Statutory timelines apply where the law requires them.
11. Questions or disputes
Please contact support first with your order details. We aim to review requests fairly and in good faith and to resolve issues proportionately, including where a conversation clarifies misunderstanding or timing.
12. Contact
Email:[email protected]