Consumer review policy

We do our best to combat customer review fraud. For example, it is not possible for our members to censor negative reviews. The management of the customer reviews is carried out independently by Trustprofile.

Our system also has various safeguards to prevent fraudulent positive reviews. For example, we have deployed an algorithm that detects misuse of our system and where possible we link reviews to real orders via webshop software.

On this page, you can review the conditions for the customer evaluation system of Trustprofile. By using our service, you agree to these conditions. We therefore advise you to read this policy carefully and, if possible, to save it locally.

The right to publish and reproduce

When posting a review, you grant Trustprofile the right to publish and reproduce said review. This right is perpetual, unlimited, and irrevocable. Trustprofile is not bound to pay for exercising its previously mentioned rights with regard to any review.

Processing of your personal data

When posting a review, you give Trustprofile consent to process the personal data you may have submitted in your review. This data usually consists of your name and e-mail address. We might contact you if we deem it necessary, this may be done to guarantee the authenticity of reviews. We will only share this information with the webshop.

For more detailed information about how we process your personal data please see our privacy policy. The privacy policy is an integral part of this Consumer Review Policy.

Policy to guarantee the authenticity of the reviews

It is important to us that our reviews reflect the performance of a webshop as well as possible. This is why we have a fixed policy to guarantee the authenticity of the reviews.

Customers of our members receive an invitation by e-mail to place a review. This e-mail is sent after an order is completed. These reviews are shown on the member page as ‘verified customer of … ‘.

In addition, customers of our members have the possibility to write a review without invitation. These reviews are not verified, they are shown on the member page as ‘review for …’.

Furthermore, we take the following measures to ensure the authenticity of reviews:

• The reviewer has to confirm the email address.
• We don’t allow reviewing the same online store more than once in a short period of time from 1 email address or IP address.
• The merchant has no possibility to edit a review himself.
• All reviews are posted, both negative and positive.
• We have a system to detect fake reviews. These reviews are removed after checking.
• Reviews may be flagged by consumers as possibly fake. Investigations will follow.
• If there is a suspicion that a review is not from a customer, it has to be reported through a moderation request, and an investigation will follow.

You as a reviewer are responsible for the content of your review. And responsible for passing on the correct and complete information.

We will remove reviews if:

• The review contains factual untruths or inaccuracies. Please note that only facts will be checked. This means that we will not judge feelings. For instance: a delivery time of 3 days can be experienced by one consumer as fast and by the other as slow. A statement such as “the delivery time was much longer than indicated” can however be checked by comparing the indicated delivery time with the actual delivery time. So to reiterate; we only check the facts mentioned in a review.
• You do not cooperate with us while we attempt to check your review. If a webshop owner indicates that a review is incorrect and provides credible evidence, we may contact the customer who placed the review for investigative purposes. If said customer does not cooperate in this investigation, we will give the shop the benefit of the doubt.
• Your experience with the webshop is more than 6 months old. We find it important that our review provides an up-to-date picture of the customer service of the shop. It is also very difficult for us to check facts in case of a long-term conflict.
• The reviewer has not been an actual customer of the webshop in question. We do not allow reviews that are posted on behalf of third parties or reviews that have been acquired through third-party websites.
• The review is only a reaction to a previous review. The review option is not intended as a reaction to another review. It is always possible to adjust your review by using the link that you will receive by email after posting.
• A purchase experience can only be rated once. If the purchase has already been reviewed on another platform, it may not be reposted to Trustprofile.
• The review contains personal information of a third party or information that leads to a third party. We are not allowed to publish this information because of data protection regulations.
• The review is against the law.

We will adjust reviews if:

• The review contains inappropriate language. This primarily concerns swearing and cursing or other expressions that are considered insulting, discriminatory, offensive, or inappropriate in the context.
• The review contains referrals to competitors.
• The review contains personal information of a third party or information that leads to a third party. We are not allowed to publish this information because of data protection regulations.
• The review text is too long.

We will only make minor adjustments to a review. We will never change ratings in such a way that the essence of the story is lost. If adjustments are made the reviewer will be consulted as much as possible.

We may temporarily not publish a review if:

• the merchant contests the review, we will withhold the review from the public during our investigation. We will do our best to act accordingly as soon as possible.
• we have reason to believe that a review is fake, incorrect, or unjustified, we will withhold the review from the public during our investigation. We will do our best to act accordingly as soon as possible.