1. General Principles

We are committed to providing consumers with accurate and trustworthy information derived from genuine experiences.

Our policy prohibits the submission, commissioning, and publication of fake or misleading reviews and consumer review information.

We will take reasonable and proportionate steps to prevent and remove such content in compliance with the Digital Markets, Competition and Consumers Act 2024 and the Competition and Market Authority’s Guidance on Fake Reviews (published 04 April 2025).

2. Prohibited Content and Activities

Fake Reviews are prohibited. These are reviews that are not based on a person's genuine experience, whether they are positive or negative.

Concealed Incentivised Reviews are prohibited. These are reviews where a person has been incentivised (e.g., with money, free products, discounts, etc.) to provide the review and it is not clear that the review has been incentivised.

Where a review has been incentivised, it will be clearly identified as an incentivised review.

Misleading Publication: We will not publish consumer reviews or information derived from them in a misleading way. This includes practices such as:

• Suppressing genuine negative reviews or cherry-picking positive ones.
• Merging reviews for materially different products.
• Displaying outdated reviews for products that have changed in a way that materially impacts the consumer's experience.

Offering Prohibited Services: We will work closely with our third party review platforms (Trustpilot and BazaarVoice) to reduce the risk of submission, commissioning, or publication of banned reviews and information.

3. Our Commitment to Prevention and Removal

We will continue to assess our compliance with this policy and will take such reasonable and proportionate steps as are necessary to identify, prevent and remove from publication banned reviews and false or misleading consumer review information. In addition, our third party review platforms have their own compliance programs in place.

4. Réclamations

A review is intended to be published and should be your opinion about our products or services. We will not treat a negative review as a complaint to avoid publishing it.

A complaint, on the other hand, is a process for you to contact us privately to discuss your experience with our products or services. You are welcome to contact us with a complaint and also leave a review. For complaints, please refer to the Complaints Process section of our website.