Service delivery terms
Last updated: 18 May 2026This document defines the procedure and workflow for delivery of ROVLEX services and forms an integral part of the Public offer agreement. The workflow and branches are based on DEC-245 canon (18 May 2026).
1. Scope of services
The ROVLEX service provides the following types of services:
- Map reviews — publication of N reviews on Google Maps, Yandex Maps, 2GIS and other platforms.
- Rating growth — achievement of the target rating (target_rating) on the selected platform.
- Monitoring — subscription access to reputation monitoring (rating, feedback, dynamics).
- Review responses — publication of N responses in Google Business Profile.
The specific scope is determined by the selected tariff plan (pricing). For “Map reviews”, “Rating growth” and “Review responses” products, the 5-stage delivery workflow applies (Section 2). For “Monitoring” — a simplified procedure (Section 3).
2. Delivery workflow — 5 stages
The deadline source is the calculator at checkout. Parameters days_min and days_max are calculated automatically and recorded in the email confirmation and the Client’s Telegram bot.
Payment and order creation
The order is created with status pending. In the email confirmation and Telegram bot the Client sees:
- Selected platform and order parameters.
- Start date of delivery.
- Completion date (days_max) — canonical guarantee deadline.
Notification: email “Order created” with details and a link to the Telegram bot.
Main volume delivery
Status in_progress. The exchange receives the task; publications begin. Interim results are tracked by the system.
For the “Responses” product: the deadline starts from confirmation of OAuth access to Google Business Profile by the Client. Until confirmation, status is pending_oauth.
Notification: email/WA “Order in progress” after delivery starts.
First internal check
The system takes an automatic snapshot: current rating, number of published units, presence of negative reviews. Internal status recorded:
- on_track — progress is normal; deadline will be met.
- shortfall — risk of incomplete delivery by the deadline.
- negative_interference — negative reviews appeared during the work period affecting the rating.
The Client does not receive a notification at this stage (internal check); the final report is prepared at the next stage.
Final check — 4 branches
The system performs a final check and selects one of four branches:
All metrics achieved. Report to the Client: screenshots with confirmation, publication URLs, final rating. The order enters the grace period.
In the email confirmation and Telegram bot: status “Completed”, “Download report” button.
Notification: email/WA “Your order is complete” with the report.
Publications completed in full but the rating did not reach target_rating. Reason — platform algorithmic delay. Free completion is initiated.
In the email confirmation and Telegram bot: status “Completing shortfall”, new ETA, “Decline and receive refund” button.
Notification: email/WA “Completing the shortfall at our expense, ETA = X days” with option to choose refund (opt-in).
If the Client does not respond within 48 hours — completion continues automatically.
Published reviews confirmed, but negative reviews from real customers were recorded during the work period, lowering the average rating.
In the email confirmation and Telegram bot: status “External interference”, detailed breakdown report, two CTAs: (1) “Order negative feedback neutralisation”, (2) “Request proportional refund”.
Notification: email/WA explaining the situation and choice of action.
The exchange did not deliver the ordered volume on time. The Provider bears full responsibility.
In the email confirmation and Telegram bot: status “Partial completion”, facts + two CTAs: (1) “Receive proportional refund”, (2) “Wait for free completion (new ETA)”.
Notification: email/WA with completion facts and two options.
Grace period closure
If within 14 days after days_max the Client has not raised an objection or chosen a refund or completion, the order is automatically closed with status completed_by_default.
In the email confirmation and Telegram bot: status “Closed”, archived report available for download.
After closure, a refund is not possible except where a systemic error by the Provider is proven (report not sent, access not provided, status set incorrectly).
Notification: 3 days before closure — email/WA “Order will be closed in 3 days if no objections are received”.
3. Monitoring — simplified workflow
The “Monitoring” product is a subscription, not a one-off order. The workflow differs:
- Day 0 — payment → access activated within 1 hour.
- Days 1–N — monitoring access; data updated daily.
- Day N — subscription ends; access suspended.
The grace period and branching workflow do not apply. A refund is only possible if access cannot be provided for technical reasons attributable to the Provider.
4. Source of the delivery deadline
4.1. The deadline is calculated automatically when the order is placed based on: selected platform, order volume, target rating, current system load.
4.2. Parameters days_min and days_max are fixed at payment and shown in the email confirmation and Telegram bot. After payment, these parameters are contractual obligations of the Provider.
4.3. The Provider may adjust days_max upwards upon occurrence of force majeure (see Offer Section 5.5). In this case the Client is notified immediately.
5. Client notifications
| Event | Channel | Content |
|---|---|---|
| Order created | Order parameters, days_max, link to account | |
| Order in progress | Email / WA | Delivery started, ETA |
| Order completed (status A) | Email / WA | Report with confirmation, screenshots, final metrics |
| Completing shortfall (status B) | Email / WA | Reason, new ETA, opt-in refund button |
| External interference (status C) | Email / WA | Explanation, two CTAs: neutralisation / refund |
| Partial completion (status D) | Email / WA | Facts, two CTAs: refund / wait for completion |
| Grace period: 3 days before closure | Email / WA | Reminder that the order will be closed |
| Order closed (completed_by_default) | Closure confirmation, archived report |
6. Service availability
6.1. Target availability is at least 99% of the time in a calendar month, excluding scheduled maintenance.
6.2. The Provider notifies of scheduled maintenance at least 24 hours in advance via Telegram bot and/or email.
6.3. Emergency maintenance is carried out without prior notice; time spent on emergency work is excluded from availability calculations.
7. Technical support
7.1. Email: support@rovlex.com
7.2. Response times:
- Critical incidents (full unavailability) — up to 2 hours.
- Major incidents (unavailability of individual functions) — up to 8 hours.
- Order and refund enquiries — up to 1 business day.
8. Related documents
- Public offer agreement — Section 5 Provider guarantees
- Refund Policy
- Privacy Policy
- Company details