GUIDELINES FOR USERS' USAGE OF THE TRUSTPILOT WEBSITE (USER GUIDELINES - VERSION 1.0, MAY 2014)

These guidelines (the "Guidelines") apply to your use of our website, including but not limited to www.trustpilot.co.uk ("Website").

1  When can you write a review?

Trustpilot is reserved for actual user interactions with actual companies or services. You can write a review when you:

  • have purchased a product or service from a company, an organisation, a web service, etc. ("Company"),
  • have placed an order with the Company with an intention to buy, or
  • can otherwise document your use of the Company's service.

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.

2  What should you write about?

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.

3  When do we ask you to modify your review and when do we alter your review?

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:

  • Your review exclusively describes the functionality of the purchased product or of the website's layout.
  • The content of your review is based solely on ethical, political and/or value-oriented positions as opposed to a Buying Experience.
  • Your review contains defamatory statements or is in violation of applicable law or our Guidelines.
  • Your review contains violent or coarse language or has a sexist or racial character.

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.

4  When do we remove 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:

  • Your review violates our Guidelines or Terms & Conditions.
  • We ask you to modify your review (see clause 3 above), and you do not do so within the deadline mentioned in our email to you.
  • Your review is not based on a real Buying Experience (see clause 6-7 below), or the review pertains to an imposed tax or a fine.
  • Your review violates other people's or companies' rights, including any intellectual property rights, rights of privacy/confidentiality and/or rights of publicity.
  • Your review is of a marketing nature or has marketing purposes.
  • You are a competitor of the Company you have reviewed.
  • You are or were an employee of the Company you have reviewed or you are the Company owner, a close relative to the Company owner or an executive of the Company.
  • You have created multiple profiles to review the same Company multiple times.
  • Your review does not comply with applicable laws and regulations.
  • Your review has been identified and assessed by our automated internal quality procedures as being non-compliant with applicable law, our Guidelines or our Terms & Conditions.
  • We have asked you to forward proof of your Buying Experience with the reviewed Company and no or insufficient documentation has been provided within the deadline (see more in clause 6 below).

5  For the avoidance of doubt, we do not remove a review if:

  • You and the Company disagree on the course of events. It is practically impossible to prove who is right, and in these cases, we suggest that the Company replies to the review so that other users can see their version of the matter.
  • Your review and the number of awarded stars are seemingly conflicting, e.g. if you awarded a Company only one star, but wrote a very positive review of the Company.
  • The Company thinks your review is "unfair", e.g. because your dissatisfaction is a result of a mistake made by the supplier. Whether you feel dissatisfied is exclusively your subjective opinion and whether your dissatisfaction is appropriate is not a matter for us to decide. Such issues are left to be resolved between the involved parties, i.e. you and the Company.
  • The Company you wrote a review of is taken over by new owners.

6  When do we ask you to provide proof of your Buying Experience, and what should you send us?

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-us/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.

7  Fabricated reviews

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.

8  When do we block a user profile?

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.

9  What does it mean to block a user profile?

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 support@trustpilot.com whereupon we will assist the user.

10  How to delete a user profile?

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.

11  Misuse of the reporting functionality

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:

  • carrying out unfounded or incorrect reporting of many or all of the positive reviews of a Company which you e.g. have had a bad Buying Experience with,
  • reporting the same review multiple times when it has already been assessed in accordance to our internal quality process, except in certain exceptional circumstances.

We consider misuse of our reporting functionality a material breach of the Terms & Conditions.

12  Threats against Trustpilot employees

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.

13  Questions or need more information?

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: support@trustpilot.com.

14  Changes to the Guidelines

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.