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.
- You can invite reviewers to provide a reference number when writing reviews.
- If your company uses Trustpilot's designs, logos or widgets, you need to follow our guidelines (including our Brand Style Guide) and avoid using these features in a misleading way. For example, your star rating and TrustScore should be up to date or date-stamped.
- Companies are permitted to report reviews that violate our User Guidelines, but we don't allow misuse of our reporting function.
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.