Review guidelines

Write about your own, real experience

• Only review a business or person you actually dealt with, within the last 12 months if you can.
• One review per business. You can edit it if things change (for example, you got a refund).
• Say what happened: what you bought or arranged, what went well, what didn't.

What we remove

• Fake reviews: written by the business, its staff, competitors, or anyone paid or rewarded for it.
• Reviews not based on a real experience, or about a different business.
• Hate speech, threats, harassment or obscene language.
• Personal information: phone numbers, home addresses or ID details of people (other than the business's public details).
• Advertising, spam and links to other sites.

Anyone can flag a review. Moderators check flagged reviews and hide the ones that break these rules. The author is told why.

Reviews, fraud reports and protests are different

• Reviews (1–5 stars) are about any experience, good or bad. They're published straight away, under your first name and initial.
• Fraud reports are for being cheated. A moderator checks each one first, and your name is never shown.
• Protests say a listing is not a fraud. They're checked by a moderator too.

Rules for businesses

• You can claim your listing, reply publicly to reviews, and invite real customers with personal links. Those reviews show a Verified badge.
• Don't review your own business, ask friends or staff to, or offer discounts, gifts or money for reviews, positive or negative.
• Don't invite only happy customers. Invite everyone you served.
• You can't remove or edit reviews. If a review breaks these rules, flag it.

Businesses that break these rules may get a consumer alert on their page and lose their claimed status.

How the TrustScore works

The TrustScore (1.0 to 5.0) is an average of visible reviews where recent reviews count more: full weight for the last 12 months, half for the year before, a quarter after that. Every listing also starts with seven neutral reviews at 3.5 stars, so one or two reviews can't push it to an extreme; as real reviews add up, their effect fades. Fraud reports don't change the TrustScore. They're shown separately, because a rating can be gamed and a confirmed fraud shouldn't be averaged away.