These guidelines (the "Guidelines") apply to your use of our website, including but not limited to www.trustpilot.co.uk ("Website").
Trustpilot is reserved for actual user interactions with actual companies or services. You can write a review when you:
In the following, we will use the term "Buying Experience" as a collective term for the three situations.
The review must relate to a Buying Experience you have had within the last 12 months.
You may only write about your own Buying Experience, i.e. you are not allowed to write a review about your family members' or your friends' Buying Experiences.
Further, you are not allowed to write a review about a Company if you are or were an employee of that Company or if you are/have been the Company owner, an executive or a family member thereof.
You can only write one review per Company, but you can always update your review so that it reflects your most recent Buying Experience with the Company.
When you write a review, it must reflect your own first-hand Buying Experience. You are encouraged to concentrate on relevant points of your overall Buying Experience, such as (but not limited to) customer service, delivery and communication with the Company, etc. Please note that Trustpilot as such is not a platform for product reviews or reviews about website layout. However, it is acceptable to evaluate the purchased product's functionality and quality and/or the user-friendliness of the website provided that your review primarily revolves around your Buying Experience.
It is important to note that we do not monitor reviews on our Website, neither before nor after reviews are published. However, there is a reporting option on our Website in connection with each review, and we sometimes receive notice from companies or other users that a review does not meet our Guidelines.
If your review is reported for one of the following reasons - and provided that we agree or cannot immediately reject the reporting as unfounded - we will ask you to modify your review:
If your review reveals any personal information about another individual, including another person's name, address, phone number, electronic mail address, credit card information or any other information that could be used to track, identify, contact or impersonate that person, you accept and agree that we may remove this from the review. You also accept and agree that we may remove references to other companies and websites (including links) from the review. Removed information is replaced with blank spaces or similar, and we will not otherwise make alterations to your review.
As a main rule, we do not remove reviews from our Website. However, some reviews are in violation of our Guidelines and/or applicable law and in these cases, we retain the right to remove your review. Below are some examples of when we may remove your review:
We may ask you to provide proof of your Buying Experience with the Company that you have reviewed if we receive notice from the Company that they do not know you or if our specially developed fraud detection software has flagged your review.
We will then send you an email and ask you to provide proof of your Buying Experience within a certain deadline. Please refer to the following link for more information on the type of documentation you should send us: https://support.trustpilot.com/hc/en-uk/articles/201839083.
You must be able to send proof of your Buying Experience up to 12 months from the date that you wrote your review.
We do not share the documentation you send to us with any third parties, including the reviewed Company. However, we may pass on your order ID number to the Company, if applicable, unless you ask us not to.
The purpose of Trustpilot is to create a platform where you can freely share your Buying Experiences or similar user experience with the Company and thereby provide an informative and fair view of the Company's services.
Trust is crucial to us and we can therefore not under any circumstances accept fabricated reviews, i.e. reviews that are not an expression of a genuine Buying Experience, for example because the review is created by or on behalf of the Company.
We consider the creation of fabricated reviews a material breach of the terms & conditions you accepted when you signed up on our Website ("Terms & Conditions"), and we have a zero-tolerance policy against fabricated reviews. You can find the Terms & Conditions here: http://legal.trustpilot.co.uk/end-user-terms-and-conditions.
We deploy unique and specially developed software to detect fabricated reviews. Reviews that we deem false, fabricated or similar will be removed or highlighted and can lead to the immediate blocking of your account and filing of a report with the relevant authorities.
If you suspect that a review is fabricated, we encourage you to notify us by using our contact form, which can be found here: http://company.trustpilot.co.uk/contact.
We take all reports of suspected fabricated reviews very seriously and investigate them. As this is not an easy task, we ask you to provide us with as much documentation and information as possible to substantiate why you suspect that a review is fabricated.
We may block a user's profile if the user misuses our services, e.g. in case of massive misuse of the reporting functionality (see clause 11 below), writing of fabricated reviews, threating behaviour (see clause 12 below), spamming of our Website with marketing material, etc. or violation of our Guidelines or Terms & Conditions.
It means that we block the user's possibility of signing in to our Website and using our services, including writing and reporting reviews. The user profile still exists, the user's reviews are still available online, but the user cannot use our services. If a blocked user wants to delete his/her profile or reviews, the user should send an email to firstname.lastname@example.org whereupon we will assist the user.
If you would like to delete your user profile, you can do so on our Website. Just log into the Website, click your picture in the top right corner, click "Go to my profile", select "Edit my settings" and then choose "Account settings" where you will be able to delete your user profile.
You (and all other Trustpilot users) have the possibility of reporting reviews that you believe are in violation of our Guidelines (including applicable law). You are not allowed to misuse this reporting functionality. Examples of such misuse are:
We consider misuse of our reporting functionality a material breach of the Terms & Conditions.
Unfortunately, a few users have made threats against our employees. We cannot accept such behaviour and regard it as a material breach of the Terms & Conditions between you and us which can lead to the immediate blocking of your account and filing of a report with the relevant authorities.
On our Website we have an FAQ section which contains answers to the most frequently asked questions about our service and these Guidelines. You can find our FAQ here: https://support.trustpilot.com/home.
If you still have questions or need more information after reading our FAQ, you are welcome to contact us at: email@example.com.
We may at any time and without notice make changes to these Guidelines with future effect. We will inform you on the Website of such changes. You agree that the continued use of the Website after any posted modified version of these Guidelines is your acceptance of the modified Guidelines.