Legal

Refund Policy and SLA

REFUND POLICY AND SERVICE LEVEL AGREEMENT (SLA)

Last updated: October 10, 2025
Owner: World Delete LLC
FEI/EIN: 30-1251788
Registered address: 4300 Biscayne Blvd, Suite 203, Miami, FL 33137, USA
Contact email: [email protected]

1. Purpose

This Refund Policy and Service Level Agreement (SLA) establishes the quality standards, execution timeframes and refund conditions applicable to the services provided by World Delete LLC.

2. Service commitments

World Delete undertakes to:

Begin technical operations within a maximum period of five (5) business days after confirmation of payment and signature of the contract.
Provide each client with permanent access (24/7) to the secure portal https://world-delete.app/login, where they may:

View, download and print reports on the progress of the contracted work.
Check the individual status of each link, including whether it is pending removal, modification, de-indexing or de-positioning.
Create support tickets to communicate directly with the assigned technical manager, who will respond to any question or incident related to the work in progress.
Check the contracting date of the service and the estimated completion date.
- As specified in the contract signed with World Delete and in the website's Terms and Conditions, the indicated timeframes are indicative and may be extended when certain actions depend on third parties outside of World Delete (for example, the updating of search engine crawlers to detect the removal or de-indexing of a link through robots.txt files).
Access the billing history, including amounts paid and pending payment.

Guarantee the integrity, availability and confidentiality of the information displayed on the portal, in accordance with the ISO 27001 security certifications of the technology providers used.

World Delete guarantees access to world-delete.app under normal operating conditions, provided that no force majeure events or interruptions beyond the company's control occur, including -without limitation- network failures, cyberattacks, interruptions of the hosting service or maintenance of the servers where the content is hosted.

For security reasons, the copy of the service contract is not stored in the client portal. If the client does not keep their own copy or has lost it, they may request a new signed version by sending a request to [email protected].

3. Refund criteria

World Delete guarantees the partial or full refund of the amounts paid under the following conditions:

Work not completed:
If the contracted service cannot be executed or completed, the client will receive a refund corresponding to the work not performed.

Duplicate payments or billing errors:
A full refund will be made once the incident has been verified by the financial department.

Refunds will be processed using the same payment method used in the original transaction: Bank transfer, PayPal, USDT, Stripe, Western Union or Zelle.

No refunds will apply to work correctly performed (verified removals, reputation publications or completed deliveries).

Likewise, no refund will be granted when, during the term of the contract, the client:

Contracts or authorizes third parties (natural or legal persons) to carry out the same service of removal, de-indexing or de-positioning of content.
Allows legal representatives, lawyers or intermediaries to contact platforms, search engines or media directly to handle the removal of the content subject to the contract with World Delete on their own.

In such cases, it will be understood that there is direct interference in the technical and legal procedures of World Delete, which voids the guarantees of result and releases the company from any refund obligation, even if the work has not been completed.

Finally, the client acknowledges and accepts that:

Bank, card or payment platform fees (such as Stripe, PayPal, Zelle, Western Union or equivalent financial entities) are non-refundable under any circumstances.
In the event of cancellation, withdrawal or partial refund, such fees will be deducted from the total amount to be refunded, since they constitute non-recoverable expenses for World Delete vis-à-vis the payment processing entities.

These conditions are expressly set out in the service contract and form an integral part of these refund policies.

4. Service levels (SLA)

The process of providing World Delete's services is divided into two main phases, each with its own execution times and standards.

a) Pre-contractual phase

This stage comprises all actions prior to the signing of the contract and the activation of the technical work:

Stage	Process description	Estimated execution time
Client verification (KYC/AML)	Identity validation and regulatory compliance through biometric technology and documentary verification.	Immediate / in real time
Harmful reputation analysis	Initial assessment of the digital footprint and detection of potentially harmful links, mentions or publications.	24-48 hours from KYC validation
Delivery of the diagnosis to the client	Submission of a detailed report with the harmful links detected.	2-3 business days
Acceptance of the diagnosis	The client reviews and accepts the diagnosis provided as the basis for preparing the quote.	1 business day
Issuance of quote and service conditions	Preparation of an economic proposal describing phases, timeframes and total costs.	1-2 business days
Signing of the contract	The client receives a secure link generated from the world-delete.app intranet, being able to sign electronically or print it for manual signature.	Immediate / maximum 24 hours

b) Technical execution phase

Once the contract is signed and payment confirmed, the technical execution phase begins in accordance with the timeframes defined in the accepted proposal:

Type of service	Average response time	Estimated execution window
Social networks (Facebook, Instagram, TikTok or others)	24-48 h	Up to 7 days when it concerns sensitive content (leaked identity documents, private photographs or videos, or pornographic content).
Social networks (Facebook, Instagram, TikTok or others)	24-48 h	From 15 to 30 days when it concerns defamatory or slanderous content, and may be extended based on technical assessment if the content is recent.
Video platforms (Vimeo, YouTube, Dailymotion, DTube, Twitch or others)	24-48 h	Up to 7 days when it concerns sensitive content (leaked identity documents, private photographs or videos, or pornographic content).
Video platforms (Vimeo, YouTube, Dailymotion, DTube, Twitch or others)	24-48 h	From 15 to 30 days when it concerns defamatory or slanderous content, and may be extended based on technical assessment if the content is recent.
Photographs and videos in search engines	24-48 h	From 24 hours to 7 days, depending on the indexing and the level of replication of the content.
General web content (blogs, news, forums, directories, etc.)	According to technical assessment	According to technical assessment
Content on X.com (Twitter)	According to technical assessment	According to technical assessment
Private groups (Facebook)	According to technical assessment	According to technical assessment
Media outlets or judicial databases	According to technical assessment	Customized
Positive reputation management (optional phase)	According to publication schedule	Customized

World Delete will specify the estimated duration to complete the contracted work in the service contract, and that will be the only reliable and binding schedule. The table presented here is indicative in nature, since each client, case and type of content may require different times depending on the technical assessment.

The indicated timeframes apply individually for each contracted URL or link, not to the entire project. Each link is treated as an independent work unit with its own technical flow, schedule and validation of results.

In the case of public entities or public figures, this SLA will not apply, being without effect against the specific conditions established in the service contract entered into between the entity or person and World Delete LLC. Said contract will prevail as the only valid and binding document, and may contain customized timeframes, procedures and clauses depending on the nature of the engagement and the applicable jurisdiction. Throughout the execution, the client may access updated reports, link statuses and billing from their personal panel at https://world-delete.app/login.

5. Support channels

Clients may contact the following departments:
[email protected] - Customer service
[email protected] - Billing and payments

Business hours: Monday to Friday, from 09:00 to 18:00 (UTC +2, Europe).

6. Complaints and incident resolution

In the event of disagreement about the quality of the service or the appropriateness of a refund, the client may submit a formal complaint by email to [email protected]. World Delete undertakes to issue a formal response within a maximum period of ten (10) business days.

7. Applicable law

This policy is governed by the laws of the State of Florida (USA). In the event of discrepancy between the Spanish version and the English version, the English version will prevail.