To ensure the integrity of the Reviews, we use a range of verification measures (which we obviously can't explain in detail).
Some reviews are drafted with AI assistance — for example, rewording a review the customer already wrote elsewhere so it stays unique online. Every such review keeps the customer's facts, sentiment and star rating (unless the customer themselves changes the rating before approving), and is always read and approved by the reviewer before it's published.
Please only provide a review if you are a customer of the business - don't make us remove your review!
Publishing. Reviews go live once they've passed our checks. We don't let a business choose which of its reviews get published, and we don't hide a review because the business didn't like it.
Reviews that report a problem. If a review describes something that went wrong, we hold it for up to three business days first and let the business know, so there's a chance to sort it out with the customer directly. It's published either way at the end of that - the hold is a chance to respond, not a veto. If the reviewer tells us it's been resolved, they can update or withdraw it themselves.
Changing a review. Only the reviewer can change what their review says. Some reviews are reworded with AI help, as described above, but the reviewer reads and approves the wording before it's published, keeps their own star rating, and can edit it or reject it. We don't edit the substance of anyone's review, and a business can never edit a review about it.
Removing a review. We remove reviews that break the guidelines on this page - for example, ones that aren't from a real customer, that name individuals, or that are abusive or fraudulent. A business can report a review it believes breaches them, and we look into it, but disagreeing with a review isn't grounds for removing it. A reviewer can always remove their own.
Where a review came from. Some reviews started life on another site, usually Google, and were brought across at the business's request with the reviewer's approval. Those carry an "Originally reviewed on Google" mark on the profile so you can see it.