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 report reviews that violate our Guidelines for Reviewers, 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 Guidelines for Reviewers — 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 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.