Effective: October 2026 · Version: 2026-10-price-19-v1

Section 1 - Scope

(1) These General Terms and Conditions (hereinafter "Terms") apply to all contracts between 5Sterne.net LLC (hereinafter "Service Provider") and the customer (hereinafter "Client") regarding the removal of reviews on Google Maps.

(2) These Terms apply exclusively to businesses (B2B). This includes commercial companies, cooperatives, and natural persons who enter into the contract for purposes attributable to their commercial or self-employed professional activity.

(3) Deviating, conflicting, or supplementary general terms and conditions of the Client shall only become part of the contract if and to the extent that the Service Provider has expressly agreed to their applicability in writing.

Section 2 - Contracting Party

The contracting party is:

5Sterne.net LLC
30 N Gould St Ste N
Sheridan, WY 82801
USA

Email: info@5sterne.net

Section 3 - Description of Services

(1) The Service Provider offers services in the field of online reputation management. These services are limited to removal requests for reviews that, according to the Client's information and guarantees under Section 7(2), do not reflect a genuine business relationship or contain unlawful content. The mere fact that a review is negative or unwanted is not sufficient.

(2) The price per successfully removed review is EUR 19.00 net.

(3) A review is considered successfully removed once Google has confirmed the removal of that review and the Service Provider has documented this confirmation. The original review URL merely being inaccessible is not sufficient.

(4) At that point, the service is deemed performed and the right to payment arises. The payment terms under Section 6 govern when payment is due. Any subsequent restoration, reactivation, or republication of the review by Google does not affect the completed service or the Service Provider's right to payment. Permanent removal is neither owed nor guaranteed.

(5) The Service Provider undertakes measures to effect the removal of the reviews selected by the Client from Google. Google alone decides whether a review is removed.

Section 4 - Formation of Contract

(1) The presentation of services on the website does not constitute a legally binding offer, but rather an invitation to submit an offer (invitatio ad offerendum).

(2) By submitting the order form on the website, the Client makes a binding offer to enter into a service contract.

(3) The contract is formed when the Service Provider accepts the offer by sending an order confirmation via email.

Section 4a - No Right of Withdrawal

(1) As the Service Provider's offer is directed exclusively at entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB) (cf. Section 1(2)), no statutory right of withdrawal under Sections 355, 312g BGB applies. No voluntary contractual right of withdrawal is granted.

(2) Rescission of the contract is only possible on the grounds mandatorily provided by law (in particular Sections 323, 324 BGB). No further rescission rights are granted.

Section 4b - Optional Automatic Deletion Orders

(1) By separate, voluntary acceptance in checkout or the customer account, the Client may authorize recurring orders for a specific Google business profile. The Service Provider checks the profile first 30 days after activation and every 30 days thereafter for one-, two-, and three-star reviews. It may automatically create an order for previously unordered reviews, including older reviews, up to the Client's chosen limit per 30-day cycle. Alternatively, the Client may expressly choose “Unlimited”. Lower-star reviews are prioritized, followed by newer reviews within each rating. Additional eligible reviews remain eligible for later checks; unused allowance does not accumulate. Previously ordered reviews are excluded regardless of outcome; unsuccessful or cancelled orders do not replenish the current cycle's allowance.

(2) The authorization and power of attorney under Section 7b cover these reviews within the lawful services described in Section 3. A low rating alone does not establish unlawfulness. Automation does not constitute a false factual declaration by the Client about unknown reviews or guarantee deletion; necessary factual information may be requested before filing. Each automatic order receives an email confirmation under Section 4(3), without requiring a new manual order.

(3) There is no monthly base fee. Each review whose deletion Google confirms costs EUR 19 net, subject to the success-based billing provisions in Sections 3, 5, and 6. The Client authorizes charging an authorized saved payment method after successful deletion, without a new reservation when the automatic order is created. If that method is unavailable or the charge is definitively declined, payment is by invoice under Section 6. Goodwill credit is applied under Section 6a.

(4) The Client can disable automation for each profile in the customer account at any time, revoking recurring authorization and the associated power of attorney for future orders. Existing orders continue. Reactivation requires fresh express acceptance and starts a new 30-day interval. Unsubscribing from marketing emails does not change automation settings.

(5) Technical failures or payment ineligibility may delay a check. Resumption checks the current reviews; missed intervals do not create multiple catch-up orders. Existing customers are not automatically enrolled, and earlier contracts are not changed retroactively. Expanding the authorization or increasing the agreed price requires renewed express acceptance.

(6) The limit applies separately to each profile and only to future automatically commissioned reviews; it is not a calendar-month invoice cap. Each commissioned review may cost EUR 19 net upon successful deletion, and existing orders may be billed in later months. Manual orders are unaffected. Changing the limit in the customer account neither resets the next check nor changes existing orders. Increasing or removing the limit requires express acceptance. Disabling automation retains the chosen limit for reactivation. New enrollments through the current form default to 25 reviews, which the Client can change before authorizing the order; existing unlimited subscriptions remain unlimited until expressly changed.

Section 5 - Success-Based Payment

(1) The Client pays only for successfully removed reviews. Payment requires confirmation of the removal by Google and documentation of that confirmation under Section 3(3).

(2) Without confirmed removal, no fee is charged for the review in question. Where multiple reviews are submitted, fees are charged exclusively for the successfully removed reviews.

(3) The Client's mandatory statutory rights remain unaffected.

Section 6 - Prices and Payment Terms

(1) All stated prices are in Euros and are net prices. Since 5Sterne.net LLC is a US company, no VAT is charged for services provided to EU business customers. The reverse charge procedure applies pursuant to Art. 196 of the VAT Directive. The tax liability falls on the recipient of the service.

(2) The Service Provider offers the following payment methods:

Credit card (via Stripe): Upon order placement, the Client's credit card is authorized (hold) for the total amount. This hold is not a payment. The actual charge (capture) is made exclusively for successfully removed reviews under Section 3(3). If the authorization has expired by that time, the payment method stored with Stripe is likewise charged only after confirmed removal. Expiry of the authorization alone does not trigger a payment. Service delivery begins immediately upon successful authorization.
SEPA Direct Debit (via Stripe): Upon order placement, the Client grants the Service Provider a SEPA direct debit mandate, which is managed via the payment service provider Stripe, Inc. The invoice amount is debited exclusively for successfully removed reviews under Section 3(3). The pre-notification period is hereby mutually shortened from 14 days to one (1) day; pre-notification is sent by email to the address provided by the Client. The mandate reference and the creditor identifier are communicated to the Client with the order confirmation or with the pre-notification. Service delivery begins immediately upon granting of the mandate. For each returned direct debit for which the Client is responsible, the Service Provider charges a flat fee of EUR 5.00 to cover the chargeback fees charged by the Service Provider's bank.
Invoice (SEPA bank transfer): The invoice is issued only after successful removal under Section 3(3) and exclusively for the successfully removed reviews. The invoice amount is due within 7 days of the invoice date without deduction to the bank account specified on the invoice.

(2a) If the chargeback constitutes a formal payment dispute (dispute/chargeback) initiated by the Client, the Client's bank, or the Client's card issuer, the Service Provider charges a flat fee of EUR 20.00 instead of the fee under paragraph (2) to cover the associated processing effort and bank fees.

(3) For payment by invoice, service delivery begins upon order confirmation.

(4) If the Client defaults on payment, the Service Provider is entitled to charge default interest of 5% per annum. Dunning fees amount to EUR 20.00 per reminder.

(5) No advance payment is required.

(6) By entering into the contract, the Client consents to the Service Provider storing the payment details provided by the Client (in particular credit card data) via the payment service provider Stripe, Inc. and using them for the processing of current and future payments within the scope of the business relationship. Storage is handled exclusively by Stripe in compliance with the Payment Card Industry Data Security Standard (PCI DSS). The Client may request deletion of the stored payment details at any time by written notice to the Service Provider.

Section 6a - Voluntary Goodwill Credit

(1) If Google reinstates a previously removed review within 30 days of the first documented Google removal confirmation, the Service Provider may voluntarily grant account credit equal to the price charged for that review after payment has completed. The time of the reinstatement confirmed by Google determines eligibility, not the later processing or credit date; repeated removal confirmations do not extend the period. This is neither a guarantee of permanent removal nor a general entitlement to goodwill in future cases. Credit already granted is binding and usable under the following conditions.

(2) Credit may be granted automatically after verification of Google's message, the affected review and completed payment. Each billed review may receive credit only once; amounts already refunded or credited are not compensated twice. Bank, returned-debit and other fees are excluded. The programme covers reinstatements from its introduction, including older orders; historical reinstatements are not automatically credited. The Client is notified of a grant by email.

(3) Credit is held in euros on the customer account, without expiry or minimum order, and is valid across all locations on that account. It is automatically applied when successful removals are billed, only for orders placed after the respective credit was granted. Existing orders and issued invoices are not retroactively changed. Unused credit remains available; unsuccessful removals consume no credit.

(4) The original invoice and payment remain unchanged. Credit appears as a separate goodwill discount on the subsequent invoice; only the remaining amount is collected or payable by bank transfer. No additional payment is required if credit covers the full amount. A card authorisation at order placement is only a reservation and may initially cover the undiscounted order value.

(5) If a review paid with credit is reinstated within the 30-day period in paragraph 1 and further goodwill is granted, it covers the entire billed review price, including credit previously used. The 30-day period limits eligibility for a grant, not the lifetime of credit already granted. Credit cannot be transferred to another customer account or person and is generally not paid out in cash or to a bank account. Mandatory statutory refund and other rights remain unaffected.

(6) The balance and transactions can be viewed in the customer account. During technical disruption, a last known balance is labelled accordingly. Unclear payment or accounting cases may be excluded from automatic processing until resolved. These Terms do not retroactively amend existing contracts.

Section 7 - Client Guarantees and Obligations

(1) The Client is obligated to provide the correct and complete Google Maps listing (URL or business name with address) as well as the URL of the review to be removed.

(2) The Client guarantees that each review selected for removal is unjustified because it:

does not reflect a genuine business relationship between the reviewer and the Client, or
contains defamation, false statements of fact, or other legal violations.

(3) The Client shall indemnify the Service Provider against all third-party claims arising from a breach of the guarantee under paragraph 2.

Section 7a - Platform-Initiated Changes

(1) The respective platform operator (in particular Google) alone decides whether a review is removed, reviewed again, or restored. The Service Provider has no influence over these decisions or over displays, notices, policy changes, or other measures independently applied by the platform operator. This applies in particular if Google restores, reactivates, or republishes a previously removed review following a subsequent review.

(2) Such measures do not constitute a defect of the services rendered and do not give rise to any claim for renewed processing, a refund, or damages. Mandatory statutory rights remain unaffected.

(3) Liability for intent and gross negligence as well as Section 8(6) remain unaffected.

(4) The voluntary goodwill provisions in Section 6a remain unaffected.

Section 7b - Power of Attorney

(1) The Client expressly authorizes the Service Provider to file removal and complaint requests with Google LLC and its affiliated companies in the Client's name and on the Client's behalf with respect to the reviews specified in Section 3, and to make all related factual and legal declarations.

(2) This authorization in particular covers the transmission of the data provided by the Client – namely the name of the contact person, company or organization name, contact email address, URL of the business listing, and URL and content of the review to be removed – to Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA.

(3) This authorization does not affect Section 8(1). The Service Provider does not adopt the transmitted content as its own; responsibility for the factual accuracy of the complaint information remains with the Client in accordance with Section 7.

(4) The authorization may be revoked at any time with effect for the future. Revocation must be submitted in writing or by email to info@5sterne.net. Complaint procedures already initiated remain unaffected by a revocation.

Section 7c - Usage Restrictions

(1) The Client is prohibited from reverse engineering, decompiling, disassembling, debugging, or otherwise examining the software, platforms, tools, interfaces, processes, or other technical components provided or made accessible by the Service Provider (hereinafter the "Product") in order to determine the underlying functionality, source code, methods, or trade secrets, except to the extent expressly permitted by mandatory law (in particular Section 69e of the German Copyright Act (UrhG)).

(2) Likewise prohibited are the circumvention of technical protection measures and any modification, alteration, or creation of derivative works of the Product. The Client shall use the Product solely within the scope of the contractually intended use.

(3) In the event of a breach of paragraph 1 or 2, the Service Provider is entitled to terminate the contract without notice for good cause. Further statutory claims, in particular for injunctive relief and damages, remain unaffected.

Section 8 - Liability and Warranty

(1) The Service Provider acts as a technical intermediary and merely transmits removal requests to Google on behalf of the Client. The Service Provider does not adopt the content of the removal requests as its own and assumes no responsibility for the accuracy of the information provided by the Client.

(2) The Service Provider owes the effort to remove the selected reviews using legally permissible means. Success cannot be guaranteed. Without successful removal under Section 3(3), no fee is charged for the review in question under Section 5.

(3) The Service Provider is only liable for direct damages caused by intent or gross negligence. Liability for slight negligence is excluded to the maximum extent permitted by law.

(4) Liability for the conduct of auxiliary persons is excluded to the maximum extent permitted by law.

(5) The Service Provider is not liable for indirect damages, consequential damages, or incidental damages (such as lost profits, data loss, or reputational damage due to suspension of the Google profile).

(6) The above limitations of liability do not apply in cases of injury to life, body, or health, or in the case of mandatory statutory liability provisions.

(7) The Service Provider is not liable for damages caused by force majeure. Force majeure includes, in particular, changes to Google's policies, algorithm updates, or other measures taken by Google.

(8) The Service Provider's liability is limited, to the extent permitted by law, to the amount paid by the Client for the respective service.

Section 9 - Data Protection

(1) The Service Provider processes personal data of the Client exclusively in accordance with applicable data protection regulations. Details can be found in the privacy policy at /en/privacy.

(2) Payment processing is handled by the payment service provider Stripe, Inc. (San Francisco, USA). Stripe's privacy policy is available at https://stripe.com/privacy.

Section 10 - Final Provisions

(1) This contract is governed exclusively by the laws of the State of Wyoming, USA, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG) and conflict-of-law rules.

(2) The exclusive place of jurisdiction for all disputes arising from this contract is Sheridan, Wyoming, USA. However, the Service Provider is also entitled to take legal action at the Client's general place of jurisdiction.

(3) Should individual provisions of these Terms be or become invalid, this shall not affect the validity of the remaining provisions. The parties undertake to replace invalid provisions with valid ones that come as close as possible to the economic purpose of the invalid provision.

(4) Amendments or supplements to these Terms require written form. This also applies to the waiver of this written form requirement.