Terms and Conditions

1. Who these terms are between

These Terms and Conditions (“Terms”) are an agreement between Shaun Strom, doing business as The Good Lookup (“The Good Lookup”, “I”, “me”, “my”) and you, the person or business requesting or buying a service (“you”, “your”). If you request a service for a business, you confirm you’re authorized to agree to these Terms for it, and “you” includes that business.

By submitting a request, paying for a service, or signing a service agreement, you agree to these Terms, my Refund Policy and my Privacy Policy. You must be at least 18 years old.

2. How ordering works

1. Request. You choose a package on thegoodlookup.com and submit a request. A request is not a purchase, and nothing is charged.
2. Review. I review each request, usually within one business day. I may ask questions, suggest a different package, offer a custom quote, or decline. I may decline any request for any lawful reason, including if the work isn’t a good fit, would break a platform’s rules or the law, or falls in an industry I don’t serve.
3. Approval and payment link. If I approve your request, I’ll email you a secure payment link. The price and package shown on the payment page are what you’re agreeing to. Payment links expire after 7 days; if yours expires, reply and I’ll send a new one if I still have availability. Prices can change, but once I’ve approved your request, the approved price holds for the life of that link.
4. Agreement and intake. After you pay, I’ll send any agreement and authorization your package needs (for example a Service Agreement and a Platform Access Authorization) to sign electronically, plus an intake form.
5. Work begins once your required documents are signed, your intake form is complete, and I have any access the service needs (the “Start Conditions”).

Your service agreement for an order and these Terms work together. If they conflict, the signed agreement applies to that order.

3. Services and scope

Each package includes exactly what’s listed on its page and in your agreement at the time I approve your request (“Scope”). Anything not listed is out of scope. If you’d like something extra, I’ll quote it before doing it, and nothing extra is charged without your written approval (email is fine).

Some services depend on information only you have (for example, your customers’ details, your products or your brand rules). I’m entitled to rely on what you give me.

4. Timelines

• Delivery times are in business days and are counted from the day all Start Conditions are met.
• If you’re slow to respond, provide information, grant access or approve something, the delivery date moves by the same amount. I’ll always tell you if a date changes for any reason on my side.
• Inactive orders. If I’ve asked you for something the work depends on and I haven’t heard back after 14 days and two reminders, I may pause the order. If there’s still no response after a further 14 days, I may close it. A closed order counts as delivered for the work completed, and refunds for work not started follow the Refund Policy. Reopening a closed order within 60 days is free; after that it may need a new request.
• Monthly plans have their own start and response times, set out in the Monthly Services Agreement.

5. Revisions and accepting the work

• One-time packages include the number of revision rounds listed. A revision is a change to work I’ve delivered that keeps to the original Scope. A new direction, new content or added scope isn’t a revision and can be quoted separately.
• Please review deliverables and request any revisions within 7 days of delivery. If you don’t request revisions or raise a problem within 7 days, the work is treated as accepted and the order is complete.
• Revisions are delivered within 2 business days of a clear, complete request unless I tell you otherwise.

6. Communication

• My working hours are Monday to Friday, 9 am to 5 pm Eastern Time, excluding US federal holidays. I aim to reply to messages within one business day.
• The best way to reach me is through your client portal or by email at hello@thegoodlookup.com. Calls are by appointment through my booking page, and booking requests are confirmed by me.
• Please be respectful. I may end a service if a client is abusive or harassing toward me or anyone else (see section 15).

7. Payment

• Prices are in US dollars and paid upfront through Stripe. I never see or store your full card number.
• One-time packages are charged once, when you pay your approved payment link.
• Monthly plans are charged when you start the plan and then automatically on the same date each month until cancelled. You can update your card, see invoices or cancel at thegoodlookup.com/manage.
• Overages. Where a plan lists a monthly limit, I’ll tell you when you reach 80% of it and won’t charge anything extra without your approval.
• Failed payments. If a monthly payment fails, Stripe will retry. If it’s still unpaid after 7 days, I’ll pause work until it’s sorted and may end the plan after 30 days.
• Taxes. Prices don’t include any sales tax that may apply; if tax applies, it’s shown at checkout.
• Credits. Where a package says its fee is credited toward another service (for example a Reputation Audit or Strategy Session), the credit is applied as a discount code, must be used within the stated time (usually 30 days), has no cash value and can’t be transferred.
• Please talk to me before disputing a charge. If something’s wrong with a payment or the work, email hello@thegoodlookup.com and I’ll respond within one business day and work with you to fix it or refund you under the Refund Policy. Filing a chargeback without contacting me first may pause your services while the dispute is open. If a chargeback is decided in my favor, any services that were paused can resume once the order is paid.

8. Your responsibilities

You agree to:

• give me accurate, complete information and keep it up to date;
• respond to questions and approval requests within a reasonable time;
• grant access only through each platform’s own manager, partner or user roles, and never send me passwords, card numbers or other credentials (if a platform has no role-based access, we’ll agree a safe alternative);
• keep control of your own accounts, and remain responsible for your business’s policies (such as refunds and customer service) and anything you post yourself; and
• follow each platform’s rules in your own activity on the accounts I work on.

You confirm that you own, or have permission to use, every name, logo, trademark, image, piece of content and account you give me or ask me to use, and that nothing you provide is unlawful, misleading or infringes anyone else’s rights.

9. How I work, and what I won’t do

I follow the rules of every platform I work on and the FTC’s rules on reviews and endorsements. I will not:

• write, buy, sell or post fake reviews, or post reviews in anyone else’s name;
• offer or arrange incentives for reviews, or ask only happy customers to leave reviews (“review gating”);
• buy followers, likes, engagement or traffic;
• impersonate anyone, or create accounts that misrepresent who is behind them;
• file reports, complaints or takedown requests I don’t believe in good faith are valid; or
• do anything else that would break a platform’s rules or the law.

I may decline, pause or stop any part of the work that would cross those lines, even if you’ve asked for it. That isn’t a breach of these Terms, and any refund follows the Refund Policy.

10. No guaranteed outcomes

Search engines, review platforms, marketplaces, social networks and complaint bodies (such as Google, Yelp, Trustpilot, Amazon, Meta, LinkedIn and the BBB) make their own decisions under their own rules, and they change those rules and algorithms often. I don’t control them, and I don’t guarantee any particular ranking, search result, review removal, takedown, complaint outcome, rating, number of reviews, follower count, engagement, traffic, leads or sales.

What I do guarantee is the work: what’s listed in your package, delivered as described. If I haven’t delivered that, tell me and I’ll fix it or refund you under the Refund Policy.

11. Third-party platforms

The services involve platforms I don’t own or control. I’m not responsible for their downtime, rule or algorithm changes, verification delays, account restrictions or suspensions, removal of content, or decisions on reports, unless caused by my own breach of these Terms. Your use of each platform is governed by that platform’s terms. Tools I use to deliver the work (for example scheduling, design or monitoring tools) are chosen by me unless we agree otherwise.

12. Confidentiality

I’ll keep your non-public business information confidential, use it only to deliver your services, and share it only with the service providers I use to run my business (listed in the Privacy Policy) or where the law requires. You’ll keep my templates, processes, pricing quotes and other non-public materials confidential. These obligations continue after our work ends.

13. Ownership and portfolio

• Your materials stay yours. You give me permission to use them only to deliver your services.
• Deliverables. Once you’ve paid in full, you own the final deliverables I create specifically for you (for example copy, content calendars, reports, response templates written for you, and profiles created under your email or business). Profiles and accounts created for you belong to you.
• My tools. I keep ownership of my own know-how, methods, checklists, general templates and tools that existed before your project or aren’t specific to you, and you get a permanent, free licence to use any of them that are built into your deliverables.
• Portfolio. I won’t publish your name, logo, work or results without your written permission. I may describe the work in anonymized, non-identifying form (for example “a local bakery in New England”) and keep copies for my records.

14. Cancellation

• Withdrawing a request before you pay costs nothing. Just let me know, or let the payment link expire.
• One-time packages can be cancelled by email. Refunds follow the Refund Policy, depending on how far the work has progressed.
• Monthly plans can be cancelled any time at thegoodlookup.com/manage or by email. Cancelling stops future charges; your plan runs to the end of the month you’ve paid for, I’ll finish that month’s work and send a final report, and I’ll remove my access and confirm when it’s done.

15. Ending services

I may pause or end a service, with notice by email, if: you break these Terms or your agreement and don’t fix it within 5 business days of my notice; you ask me to do something in section 9; a payment is unpaid as described in section 7; you’re abusive or harassing; or continuing would expose me to legal or platform risk. If I end a service through no fault of yours, I’ll refund the fees for work not yet done. Sections that by their nature should survive (including payment owed, confidentiality, ownership, warranties, indemnity, liability limits and disputes) continue after our work ends.

16. Disclaimer of warranties

Except for the promises in these Terms and your agreement, the services and the website are provided “as is”. To the fullest extent the law allows, I disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. I don’t give legal, financial, tax or other professional advice. Brand protection and complaint resolution services use each platform’s official tools and are not legal services; anything that needs a lawyer should go to your own attorney.

17. Limitation of liability

To the fullest extent the law allows:

• My total liability for any claim relating to a service or these Terms is limited to the amount you paid for that service (for monthly plans, the fees you paid in the 3 months before the claim).
• Neither of us is liable for indirect, incidental, special or consequential losses, including lost profits, lost revenue, lost data, damage to reputation, or actions taken by any third-party platform, even if warned they were possible.

These limits don’t apply to amounts you owe for services, your obligations under section 18, or anything the law doesn’t allow to be limited.

18. Your responsibility for claims (indemnity)

You agree to defend and cover me against third-party claims, losses and reasonable costs (including reasonable legal fees) that arise from: content, information or materials you provided; your claim that you own or may use a name, trademark, account or content when you don’t; reports or authorizations you asked me to make in good faith on your behalf that turn out to be based on inaccurate information from you; your business’s products, services or conduct; or your breach of these Terms or the law.

19. Events outside anyone’s control

Neither of us is responsible for delays caused by events beyond reasonable control, such as platform outages, internet or power failures, natural disasters, illness, or government action. The affected person will tell the other promptly, and timelines move accordingly. If a delay lasts more than 30 days, either of us may cancel the affected order, and fees for work not yet done are refunded.

20. Independent business

I’m an independent business, not your employee, partner or agent, except for the limited actions you authorize in writing (for example, in a Platform Access or Brand Protection Authorization). I control how and when I do the work, within the Scope and timelines agreed. I may use trusted tools and service providers to help run my business, and I remain responsible for my work.

21. Electronic records and signatures

You agree to receive these Terms, agreements, invoices and notices electronically, and that clicking to accept, typing your name or drawing a signature in my portal is your legal signature. You can ask for a paper copy at no charge by emailing hello@thegoodlookup.com. Notices to you go to the email address on your order; notices to me go to hello@thegoodlookup.com.

22. Resolving disagreements

If there’s a problem, please email me at hello@thegoodlookup.com first. We’ll both try in good faith to resolve it informally within 30 days. If we can’t, either of us may bring a claim in the small claims court of Worcester County, Massachusetts, or, if the claim isn’t eligible for small claims, in the state or federal courts located in Massachusetts, and we both agree to those courts’ jurisdiction. Claims must be brought individually, not as part of a class or group action.

23. Governing law

These Terms are governed by the laws of the Commonwealth of Massachusetts, without regard to its conflict-of-laws rules.

24. Changes to these Terms

I may update these Terms from time to time and will post the new version here with a new “Last updated” date. The version in effect when I approved your request applies to that order. For monthly plans, I’ll email you at least 30 days before any material change takes effect; if you don’t agree, you can cancel before then.

25. The legal bits

If any part of these Terms is found unenforceable, the rest still applies, and that part is applied as fully as the law allows. Not enforcing a term right away doesn’t waive it. You can’t transfer your rights under these Terms without my written consent. These Terms, my Refund Policy, my Privacy Policy and any agreement you sign for an order are the entire agreement between us about the services, and replace any earlier discussions.

26. Contact

Shaun Strom, doing business as The Good Lookup · Massachusetts, USA · hello@thegoodlookup.com