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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 in this easy-to-read infographic:

Note: This infographic may appear larger if you view it on our Press site 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.
  • Companies must reply to reviews in a lawful and polite way. For example, it's not ok to use offensive language, or discriminate against or threaten people.

Trustpilot tools:

  • 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 TrustScore has to be up to date or date-stamped.

What's not allowed:

  • 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 can remove reviews in specific circumstances and where they violate our User Guidelines - such as if they're fake or written by your employees.
  • Companies are permitted to report reviews that violate our User Guidelines, but we don't allow misuse of our reporting function.
  • We don't tolerate 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. To see our Company Guidelines in full, click here.

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

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