Terms of Service

These Terms of Service ("Terms") govern your use of the services provided by AdReinstate ("we", "us", or "our"). By engaging our services or submitting an intake, or by completing checkout, you agree to these Terms. If you do not agree, please do not use our services. You can reach us at hello@adreinstate.com.

These Terms are primarily written for business advertisers. If you are acting as a consumer rather than for a business, any mandatory rights that apply to you under consumer law are not excluded by these Terms.

Scope of services

AdReinstate is a service operated by Grow Online Digital Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom. References to "we", "us", and "our" mean Grow Online Digital Ltd.

We provide advertising and local-profile diagnosis and reinstatement services, with Google Ads as the core service surface. This includes assessing the suspension, auditing the account and associated assets, remediating identified issues, and preparing an appeal or support submission on your behalf. The specific scope, deliverables, and price for your engagement are set out in the service you select.

We are an independent service provider. We are not a law firm, do not give legal advice, and do not have any authority to require Google, Microsoft, or any other platform to reinstate an account or profile.

Money-back guarantee

Eligible Google Ads policy, billing, and Merchant Center reinstatement services are provided on a refundable-upfront basis with a 100% money-back guarantee. You pay the eligible service fee upfront. If we do not reinstate your eligible account within the guarantee window, you receive a full refund of that fee, subject to the conditions below.

• The guarantee window is 60 calendar days. It starts only once payment is confirmed and we have received everything we need to begin the appeal, including account access, the suspension notice, accurate account and business information, and any approvals we request. It does not start from payment alone.
• If the account is reinstated within the window, the fee is earned and no refund is due.
• If the account is not reinstated within the window, we refund the service fee in full to your original payment method.
• Fixed-fee diagnostic services, such as audits, are payable regardless of outcome and are not covered by the money-back guarantee, because the deliverable is the diagnosis itself.
• If you purchase an AdReinstate Audit and then continue into a paid one-time reinstatement service that we agree is the correct next step within 14 calendar days, the audit fee is credited against that reinstatement service fee. This is a service credit, not a cash refund, and it does not make the audit itself covered by the money-back guarantee.
• Verification-only services, retainers, Local Services Ads services, Google Business Profile services, and Microsoft Advertising services are not covered by the money-back guarantee unless the selected service expressly says otherwise.

The guarantee does not apply, and the fee remains payable in full, if you:

• withhold, omit, or misstate information that would adversely affect the application, including prior appeals, prior suspensions, additional or related accounts, ownership or billing details, or the true nature of the business;
• submit your own appeals or support requests to the platform while we are working on your case;
• create replacement ad accounts, profiles, or listings during the engagement;
• reverse, undo, or fail to complete remediation we have asked you to make;
• do not provide the access, documents, or approvals we request, or do not respond within a reasonable time; or
• have an account with no remaining appeal path, as determined during triage.

Refunds, where due, are issued to the original payment method, normally within 10 business days of the outcome being confirmed. If you believe a fee has been charged or withheld in error, contact us and we will review it promptly.

No guarantee of reinstatement

Google, Microsoft, and the relevant platform alone decide whether an account or profile is reinstated. We cannot and do not promise any particular outcome. Our work is to diagnose the real cause, fix it, and present the strongest possible appeal or support submission. We bring method and experience to your case, but the final decision rests with the platform and is outside our control.

Client responsibilities

To give your case the best chance, you agree to:

• Provide accurate, complete, and honest information about your account, business, and suspension.
• Not create replacement ad accounts, profiles, or listings during an active engagement, as this can be treated as circumvention or duplicate-profile abuse and can harm your case.
• Not submit independent appeals or contact the platform about the suspension while we are working on it, unless we agree otherwise.
• Respond promptly to our requests for information, documents, or access.

If incomplete or inaccurate information, undisclosed material facts, or actions taken against our guidance affect the outcome, the money-back guarantee no longer applies and no refund is due.

Fees and payment

Fees are stated for each service and are charged through our payment processor, Stripe. Diagnostic services are fixed-fee services. Reinstatement services are charged upfront and are covered by the money-back guarantee where the selected service says the guarantee applies. You are responsible for any applicable taxes. Unless stated otherwise, fees are quoted in the currency shown at checkout.

Cooling-off and cancellation rights

If you buy as a consumer under UK distance-selling rules, you may have a 14-day cancellation period from the day after the contract is formed. Our services often begin quickly because suspension appeals are time-sensitive. If you expressly ask us to start work during any cancellation period, you agree that we may charge a reasonable amount for work already performed if you later cancel. If the service has been fully performed after your request to begin immediately, you may lose the right to cancel that service.

Business customers may cancel by written notice, but fees already earned for completed diagnosis, remediation, appeal drafting, submissions, or other work performed remain payable except where the money-back guarantee applies.

Intellectual property

All materials we produce, including audits, appeal drafts, methods, and documentation, together with our website content and branding, remain our intellectual property unless we agree otherwise in writing. You receive a licence to use the deliverables we provide for your own account and business. You retain ownership of the materials and information you supply to us.

Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential losses, including lost profits, revenue, or business opportunities, arising from your suspension or our services. Our total liability for any claim relating to our services is limited to the fees you paid us for the service giving rise to the claim. Nothing in these Terms limits liability that cannot be limited by law.

Disclaimer

AdReinstate is an independent service. We are not affiliated with, endorsed by, sponsored by, or connected to Google in any way. References to Google, Google Ads, and related products are for identification only. All trademarks belong to their respective owners.

Termination

Either party may end an engagement by written notice. Fees already earned, including for completed audits or work performed, remain payable. We may decline or end an engagement if we believe a case is not viable, if information provided is inaccurate, or if you act in a way that undermines the appeal. We will explain our reasons where we can.

Case records and status updates

We keep a case record for each intake, including status changes, payment state, guarantee timing, appeal milestones, and refund decisions. We may provide a case-status page or email updates, but detailed account notes, documents, and violation text are kept in our secure admin system rather than displayed on public status pages.

Governing law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes

We may update these Terms from time to time. When we do, we will revise the "Last updated" date above. Your continued use of our services after a change means you accept the updated Terms.

Contact

Questions about these Terms can be sent to hello@adreinstate.com. We are happy to help.