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​Quick guide to Trustpilot's Company Guidelines

To help businesses get a quick overview of Trustpilot's rules, we've summarized the key parts of our Company Guidelines here:

Collecting and replying to reviews:

  • Customers are entitled to review your company if they've bought or ordered something from you, or can show they've used your services.
  • If you invite customers to leave reviews, those invitations need to be neutral. That means inviting all customers to review you equally and identically, or inviting in an unbiased way — such as inviting every third customer. Also, the invitations need to be written in a way that doesn't try to influence customers to write positive reviews.
  • You're encouraged to reply to reviews, but your responses must be lawful and polite. For example, it's not ok to use offensive language, or discriminate against or threaten people.

Trustpilot tools:

What's not allowed:

  • We can remove reviews in specific circumstances and where they violate our User Guidelines — such as if they're fake or written by your employees.
  • As a general rule, we don't allow companies to collect reviews on their premises. It's also not allowed to use company-owned equipment to collect reviews from your customers.
  • We don't tolerate abuse, blackmail or threats against reviewers or against Trustpilot. Where appropriate, we can block access to Trustpilot and notify the authorities.

Note that this is only a summary. See our Company Guidelines in full here: US version, UK version.

For reviewers and non-business users of our platform, see our User Guidelines (US version, UK version). We've also made a quick guide for users here.



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