To help businesses get a quick overview of Trustpilot's rules, we've summarized the key parts of our Guidelines for Businesses here:
Collecting and replying to reviews
- People are entitled to review your company if they've had a recent, genuine experience. It doesn't have to be a purchase, it could be a phone call, a visit to a store or otherwise using your products or services.
- If you ask 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 discriminate against or threaten people.
- You can invite reviewers to provide a reference number when writing reviews.
- Companies are permitted to flag reviews that violate our Guidelines for Reviewers, but we don't allow misuse of our flagging function.
What's not allowed
- We can remove reviews in specific circumstances and where they violate our guidelines — such as if they're fake or written by your employees.
- We don't allow incentives of any kind (discounts, monetary rewards, loyalty points, gifts, coupons, referral bonuses, etc).
- Don't post any sensitive or personal information.
- You can't use your own equipment (for example, an iPad) to collect reviews from your customers. If you'd like to collect reviews on your company's premises, please contact us for permission.
- We don't tolerate abuse, blackmail or threats against reviewers or against Trustpilot.
- If you misuse our platform, we can block access to or suspend features in your Trustpilot business account, place a consumer alert on your profile, and potentially even terminate agreements you have with us.
Note that this is only a summary! See our guidelines in full here: US version, UK version.
For reviewers and non-business users of our platform, see our Guidelines for Reviewers (US version, UK version). We've also made a quick guide.