Frequently Asked Questions
Here you will find answers to the most common questions about our service. If you have additional questions, feel free to reach out to us directly.
General Questions
We specialize in the professional removal of Google Maps reviews that violate Google's policies. Our service includes:
- Professional removal requests filed with Google
- Transparent pricing (EUR 19 per removed review)
- You only pay for successfully removed reviews
Removal is typically very fast:
- Within 24 hours: For most reviews
- Up to 7 days: For more complex cases
As soon as we receive your request, we assess the review and file the removal request with Google. You will be kept informed of the progress.
We work across all industries, with particular expertise in:
- Law firms & notaries
- Doctors & dentists
- Consulting firms
- Tax advisors & auditors
- Real estate agencies
- Hotels & restaurants
- Retail & e-commerce
- Service businesses
- Trades & contractors
- Financial services
We can remove reviews that violate Google's policies:
- False or defamatory claims
- Reviews from people who were never customers
- Spam or fake reviews
- Reviews containing abusive content
- Reviews posted by competitors
For reviews that cannot be removed you pay nothing - the hold is simply released.
Legal Questions
Yes, absolutely. All of our methods are fully legal and GDPR-compliant:
- All processes reviewed by specialized attorneys
- Full compliance with European data protection regulations
- Transparent documentation of all measures taken
- Regular compliance updates
- Exclusively ethical "white hat" strategies
We only use methods that comply with the guidelines of all review platforms.
A large share of our clients are legal professionals. We understand their unique requirements:
- Highest compliance standards
- Particular sensitivity around reputation
- Understanding of professional conduct rules
- Discretion and confidentiality
- Specialized strategies for legal professionals
Law firms value our professional approach and deep understanding of their industry.
You only pay for successfully removed reviews:
- When you place your order, the amount is only authorized (reserved)
- We process your removal request with Google
- If the review is removed: only now are you charged
- If the removal is unsuccessful: the hold is released and you pay nothing
You bear zero risk. Our fee only arises with the result.
Pricing & Payment
Our pricing is simple and transparent:
EUR 19 net per review
No VAT (reverse charge procedure)
- No hidden costs
- No base fee or minimum order
- You only pay for successfully removed reviews
Payment is processed securely through Stripe:
- Credit card: Visa, Mastercard, American Express
- Apple Pay and Google Pay: With the card in your wallet
- SEPA direct debit: Directly from your bank account
- Payment by invoice: SEPA bank transfer within 7 days
When you place your order, your credit card is only authorized (amount reserved). The actual charge happens only after the review is successfully removed. If removal is unsuccessful, the hold is released and you pay nothing.
With SEPA direct debit, nothing is debited and no amount is reserved when you place your order. You only store the payment method; the charge happens after successful removal, and only for the reviews actually removed.
92% of resolved cases are successfully removed (305 of 331).
For reviews that clearly violate Google's policies, the success rate is even higher. We keep you fully informed about the expected outcome.
Yes, you automatically receive a proper invoice by email. Since 5Sterne.net LLC is a US company, no VAT is charged for services provided to EU business customers (B2B) under the reverse charge procedure. The tax liability falls on the recipient of the service.
Reinstated reviews & account credit
What happens if Google reinstates a paid review within 30 days?
Only Google decides whether to reinstate a review; permanent removal is not guaranteed. If the reinstatement confirmed by Google occurs within 30 days of the first documented removal confirmation, we may voluntarily credit the full billed review price after verification and completed payment. The reinstatement date determines eligibility, not later processing; repeated removal confirmations do not extend the period. Each billed review can be credited once, without compensating amounts already refunded or credited twice, and excluding bank fees. The programme covers reinstatements from its introduction, including older orders within this period; historical cases are not automatically credited. Your original invoice remains unchanged. Statutory rights remain unaffected.
Where can I see my credit and how do I use it?
Your balance and transaction history are available in your customer profile. After granting credit, we email you the new balance and a link to your account. Credit is automatically applied when successful removals are billed, for new orders placed after the respective credit was granted. It works across all locations on the same account, without a minimum order. Existing orders and invoices remain unchanged; only the remaining amount is collected. No additional payment is needed when credit covers the full amount.
Does credit expire after 30 days or can I withdraw it?
The 30 days limit reinstatement eligibility after removal, not redemption: granted credit does not expire. Unused credit remains available, and unsuccessful removals consume no credit. It is not transferable between accounts and is generally not payable in cash; mandatory statutory rights remain unaffected. If a review paid with credit is also reinstated within the 30-day period and further goodwill is granted, it covers the full review price including previously used credit. See Section 6a of our Terms for details.
Still have questions?
Our team of experts is available for a free, no-obligation consultation.