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REFUND AND SERVICE LEVEL POLICY (SLA)

Last updated: October 10, 2025
Entity: World Delete LLC
FEI/EIN: 30-1251788
Registered Address: 4300 Biscayne Blvd, Suite 203, Miami, FL 33137, USA
Contact Email: financial@world-delete.com

1. Purpose

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

2. Service Commitments

World Delete agrees to:

1. Begin technical operations within five (5) business days after payment confirmation and contract signature.

2. Provide each client with permanent (24/7) access to the secure portal https://world-delete.app/login, where they can:

  • View, download, and print progress reports on all contracted work.
  • Monitor 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 questions or incidents related to the ongoing service.
  • Check the service start date and the estimated completion date.
    • As stated in the signed contract 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 World Delete’s control (for example, search-engine crawlers detecting removals or de-indexations via robots.txt files).
  • Access billing history, including amounts paid and outstanding balances.

3. Ensure the integrity, availability, and confidentiality of all information displayed in the portal, in accordance with ISO 27001 security standards upheld by World Delete’s technology providers.

World Delete guarantees access to world-delete.app under normal operating conditions, provided there are no force-majeure events or interruptions beyond the company’s control, including — without limitation — network failures, cyberattacks, hosting-provider outages, or server maintenance affecting hosted content. For security reasons, the signed service contract is not stored within the client portal. If a client did not retain their copy or has lost it, they may request a new signed version by emailing legal@world-delete.com.

3. Refund Criteria

World Delete guarantees partial or full refunds under the following circumstances:

  • Uncompleted work:
    If a contracted service cannot be executed or completed, the client will receive a refund corresponding to the unfulfilled portion of the project.
  • Duplicate payments or billing errors:
    A full refund will be issued once verified by the Finance Department.

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

No refunds apply to services that have been properly completed (verified removals, reputation publications, or finalized deliverables).

Furthermore, no refund shall be granted when, during the contract term, the client:

  • Engages or authorizes third parties (individuals or entities) to perform the same removal, de-indexing, or de-positioning services.
  • Allows legal representatives, lawyers, or intermediaries to contact platforms, search engines, or media directly to pursue the same removal actions handled by World Delete.

Such actions are deemed direct interference with World Delete’s technical and legal processes, thereby voiding any result guarantees and releasing the company from refund obligations, even if the work was not yet completed.

The client also acknowledges and agrees that:

  • Bank, card, and payment-platform commissions (including Stripe, PayPal, Zelle, Western Union, or similar) are non-refundable under any circumstance.
  • In case of cancellation, withdrawal, or partial refund, such fees will be deducted from the total amount reimbursed, as they represent non-recoverable costs paid to external payment processors.

These provisions are explicitly stated in the service contract and form an integral part of this Refund Policy.

4. Service Levels (SLA)

World Delete’s service delivery process is divided into two main phases, each with its own timelines and quality standards.

a) Pre-Contractual Phase

This phase covers all actions prior to contract signature and activation of technical operations:

Stage

Process Description

Estimated Duration

Client Verification (KYC/AML)

Identity validation and compliance check using biometric technology and document verification.

Immediate / real-time

Reputation Risk Analysis

Initial evaluation of the client’s digital footprint and detection of potentially harmful links or mentions.

24–48 hours after KYC validation

Delivery of Diagnostic Report

Submission of a detailed report listing all harmful links detected.

2–3 business days

Client Acceptance of Diagnostic

The client reviews and accepts the diagnostic report as the basis for the quotation.

1 business day

Quotation and Service Conditions

Preparation of a financial proposal detailing phases, deadlines, and total costs.

1–2 business days

Contract Signature

The client receives a secure link generated via world-delete.app to sign electronically or print for manual signature.

Immediate / within 24 hours


b) Technical Execution Phase

Once the contract is signed and payment confirmed, technical execution begins according to the timelines defined in the accepted proposal:

Service Type

Average Response Time

Estimated Execution Window

Social networks (Facebook, Instagram, TikTok, etc.)

24–48 h

Up to 7 days for sensitive content (leaked IDs, private photos/videos, or pornographic material).

Social networks (Facebook, Instagram, TikTok, etc.)

24–48 h

15–30 days for defamatory or libelous content, extendable after technical evaluation if the post is recent.

Video platforms (Vimeo, YouTube, Dailymotion, DTube, Twitch, etc.)

24–48 h

Up to 7 days for sensitive content (leaked IDs, private photos/videos, or pornographic material).

Video platforms (Vimeo, YouTube, Dailymotion, DTube, Twitch, etc.)

24–48 h

15–30 days for defamatory or libelous content, extendable after technical evaluation if recent.

Photos and videos indexed in search engines

24–48 h

24 hours – 7 days, depending on indexation and replication level.

General web content (blogs, news sites, forums, directories, etc.)

Subject to technical evaluation

Subject to technical evaluation

Content on X.com (Twitter)

Subject to technical evaluation

Subject to technical evaluation

Private Facebook Groups

Subject to technical evaluation

Subject to technical evaluation

Media outlets or judicial databases

Subject to technical evaluation

Customized

Positive reputation management (optional phase)

According to publishing schedule

Customized

 

World Delete will specify the estimated completion time for each contracted service within the signed Service Contract, which shall be the only binding and reliable timeline. The table above is for reference only, since each client, case, and content type may require different timeframes based on technical evaluation. The indicated timeframes apply individually to each contracted URL or link, not to the entire project.

Each link is treated as an independent unit of work with its own technical workflow, schedule, and result validation.

For public entities or public figures, this SLA shall not apply and will be superseded by the specific conditions established in the Service Contract signed between the entity or individual and World Delete LLC. That contract shall prevail as the sole binding document and may include custom deadlines, procedures, and clauses depending on the assignment’s nature and applicable jurisdiction. 

Throughout execution, clients can access real-time reports, link status, and billing information via their personal dashboard at https://world-delete.app/login.

5. Support Channels

Clients may contact the following departments:
customer@world-delete.com – Customer Support
financial@world-delete.com – Billing and Payments

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

6. Claims and Dispute Resolution

In case of disagreement regarding service quality or refund eligibility, the client may submit a formal claim to legal@world-delete.com. World Delete will issue a formal response within ten (10) business days.

7. Governing Law

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