Review guidelines

Write about your own experience

• Describe an experience you had yourself with this business, such as a purchase, a service or customer contact.
• Criticism is welcome. You may describe a negative experience as you experienced it.
• Be specific: what went well, what went less well, and when was it?
• Write one review per experience.
• Using the AI writing help? Then check that the text still describes your experience exactly. You are responsible for what you post.

Not allowed

• Reviews that are not based on a real experience, or that you write about your own business, your employer or a competitor.
• Reviews in exchange for money, a discount, a gift or any other reward, even if the review is positive.
• Offensive, discriminatory or threatening content.
• Personal data about yourself or others, such as phone numbers, addresses or the full names of staff.
• Advertising or spam.
• A review about a different business from the one on the profile.
• Content that is unlawful or infringes the rights of others, such as copyright.

When a review is rejected or withdrawn

A review that breaches these guidelines can be rejected. If it is already public, its publication can be withdrawn. This always requires a written reason, which is recorded with the decision.

We either publish a review or we do not. We do not change the text or the rating. A negative rating, criticism or an uncomfortable experience is not in itself a reason to reject a review. In case of repeated or serious abuse, we may restrict or suspend an account.

Who may make which decision, and how long a review waits for review, is explained on the review checks page.

Replying as a business

• The verified manager of a business profile can reply publicly. The reply appears below the review and is between 10 and 2,000 characters long.
• A reply can be edited later and does not change the status of the review.
• Reply factually and respectfully. Do not share the customer’s personal data or order details.
• A good reply acknowledges the experience, explains what happened and names a concrete next step.

Rules for businesses that ask for reviews

• Ask real customers for reviews, after a real purchase or service.
• Only send a personal invitation link after a real order or job. The ‘Invited after order’ label relies on that invitation.
• Invite customers without first selecting who is likely to be satisfied.
• Do not offer a reward for a review and do not ask for a particular rating.
• Do not write reviews about your own business, and do not let others do so.
• A paid plan does not buy reviews, a higher score or the removal of criticism.

Reporting and objecting

Do you see a review that breaches the guidelines? Then use the ‘Report review’ button next to it. A report does not remove the review automatically.

Do you disagree with a decision about your review or your report? Contact us and include the link to the business profile. The same applies to businesses that disagree with a decision. This does not limit your statutory rights.