Everyone can read reviews on Trustpilot at any time for free. But if you want to write a review, you’ll need a u ser account.

A user account lets you manage your reviews, including the ability to update your existing reviews or write new ones. It also gives Trustpilot a way to contact you about your reviews, notify you when a company replies, and let a business you’ve reviewed ask for more information about your experience through your Trustpilot account.

Every review on Trustpilot is connected to a user account with a valid email address. You can create a user account by signing up with email, or via third-party accounts such as Facebook, Google, or Apple. You’re welcome to select a username and profile picture — as long as it doesn’t impersonate somebody else, or include advertising or anything offensive like hate speech or profanities. We also encourage you to securely verify your ID to help build trust and credibility with our community. 

If your username, profile picture, or other details are wrong, then you can easily change them by adjusting the settings in your user account. You can also delete your user account, but this is permanent and will also delete all of your reviews. 

To maintain the integrity of our platform, you’re only allowed to have one user account on Trustpilot. So if you’ve accidentally created multiple accounts, please ask us to merge them for you. 

If you’re over 18 and you’ve had a recent, genuine experience with a business, you can write a review about it. An experience doesn’t necessarily mean a purchase — it’s broader than that, and can include an interaction like a phone call, email, online chat, or visit to an online store, even if you decided not to buy anything. When we say recent, we typically mean experiences within the last 12 months. 

Reviews must be based on your own experience, unless in exceptional cases where you’re assisting and acting on behalf of someone who can’t write their own review, for example if you’re a care-giver or guardian. 

We don’t allow incentivized reviews on Trustpilot. This means you’re not eligible to write a review if  you’ve received or been offered an incentive in connection with writing or editing a review. This includes, for example: discounts, promo codes, prize draw entries, refunds, freebies, or any other benefit connected to the business for leaving a review. You’re also not eligible to write a review where you have a special relationship to the business you’re reviewing (for example, you’re the owner of the business, someone in their immediate family, are working with or for the business, are a shareholder in the business, or are a competitor). This is to prevent biased reviews on Trustpilot, both positive and negative. 

No. Trustpilot is an open platform, which means you can write a review at any time without being invited by a business. You can also write a review if you’re invited to do so by a business.

Our Guidelines for Businesses set out how businesses should send review invitations. For example, they should invite customers to express their honest experience with a business in a neutral way. If you think a business is inviting unfairly we encourage you to report this to us by contacting our Content Integrity team via our Whistleblower Form.

A useful review helps others - consumers and the reviewed business - understand what the business is doing well or needs to improve on, and what factors inform the star rating you’ve chosen. A useful review describes your own genuine experience with a business’ service or product, including relevant details about what happened, including feedback for the business. Keep it recent - readers are looking to understand how the business is operating today.

Trustpilot provides a neutral and independent place for you to share feedback about your genuine service or product experiences. Trustpilot isn’t a place for sharing your views on any topic you like. Reviews which are not useful may be deprioritized, flagged for review, or removed.

In the event of a disagreement between a reviewer and a business, we take a neutral stance. We don’t get involved in factual disputes about what happened unless the law requires us to.

As the author of your reviews, you can edit or delete them at any time. We recommend that you edit and update a review if your opinion about an experience changes or a problem has been resolved — but you don’t have to and a business should never pressure you to do so. 

You can also write a new review if you’ve had a new and unique experience with a business. If you write multiple reviews about a business, your reviews will be shown on Trustpilot grouped together with the newest one on top, and only the most recent review is factored into the business’ TrustScore.

A fake review is a review which doesn’t reflect your genuine experience with a business’ service or product. They’re often written in an attempt to mislead and manipulate what other consumers think about that business (positively or negatively).

Fake reviews undermine trust and are illegal. We do not tolerate them on our platform. Do not write or ask or encourage people to write fake reviews.

To safeguard our platform and make sure that we’re increasingly effective in identifying and removing fake reviews, we use a three-pronged approach that includes our people, technology, and community. Our automated detection technology goes beyond the content of reviews to analyse a large range of behavioral data points. These systems are supported by a layer of bespoke systems designed to detect other types of suspicious behavior and misuse, as well as our human expertise. 

We run all reviews through our automated detection software before posting them on our platform. When we detect fake reviews, we remove them and take action in accordance with our Action We Take policy.

Businesses can ask you for extra details such as email address, reference number, name, or phone number to help them better understand your experience and get in touch to resolve any problems you may have. If you choose to respond to a business’ request, the information you provide will be shared with the business. 

If you submitted a review independently, without an invitation, the reviewed business likely does not have your contact details. Sharing information in response to their request allows them to connect with you and address your concerns. We facilitate this to foster positive interactions between businesses and consumers. However, we understand that you may prefer not to share your information, and that is fine.

Keep in mind that if you choose not to provide the requested information, the business might report your review. In that case, we will investigate and may ask you for further details to validate your experience if necessary.

Yes. Although we’re working hard in the background using people and technology to detect content that breaches our guidelines before it appears on Trustpilot, we recognise we’re not perfect and things can slip through the net. All businesses and consumers can report content if they think they breach our guidelines. 

Every review on Trustpilot has a flagging icon, which you can use to report a review. If you think a review breaches our guidelines then you can let us know by clicking this flag icon or by contacting us. We value the help of our community in letting us know about problematic reviews, but we don’t accept misuse of our flagging function such as repeatedly flagging the same review.

You can also see how a business has flagged its reviews over the past 12 months on the Company activity page.

On Trustpilot, we expect you to be a respectful contributor to our platform. We don’t allow content that’s:

Harmful or illegal 

We don’t allow harmful or illegal content, and will remove it when we become aware of it. This includes:

• Hate speech or discrimination: content that negatively targets people or a group of people based on the basis of who they are, for example their religion, ethnicity, nationality, race, color, descent, gender, or other identity factor 

• Terrorism: content that praises, supports, or represents hate groups including the promotion of hateful ideologies and the denial of hate crimes

• Threats or violence: content that incites or glorifies harm. This includes descriptions of violence, threats of harm, promotion of gang culture, abusive behavior, and promoting self-harm

• Obscenity: content with severe profanity, disturbing material, explicit adult content, nudity or pornography.

• Defamation: Only businesses can report for defamation. This is referring to a false statement about a person or business which harms their reputation and leads to significant financial loss.

When a review is flagged by the business for containing harmful or illegal content, the review will be temporarily blurred while we look into it — we do this to keep everyone safe and because we’re required to do so by law for certain content. If reviews are flagged to us for other reasons, we keep them online while we investigate to maintain a fair balance between businesses and reviewers. 

Personal information 

We don’t allow content that contains another person’s personal information, such as the name of a business’ employee, phone numbers, email addresses, or photos/videos of others. This is to ensure the privacy and safety of everyone in our community. 

We won’t remove your content if it mentions information available either on the business’ Trustpilot profile (information regarding the business itself, information contained in the reply to your review) or website. While we highly recommend not including your own personal information in your review as it’s publicly available, we won’t remove your review on this basis. However, if you mistakenly include it, you can always edit your review at any time. Alternatively, please reach out to us for assistance.

Advertising or promotional

Your content should not contain advertising or promotional material, like links to an unrelated business. This helps keep content focused on your experience with the business, and maintains the integrity and trustworthiness of reviews on our platform. This includes: 

• Promoting another business or product which isn’t related to your experience, including unauthorised advertisements, promotional codes, and calls to action  

• Purely advertising a political, religious, or ethical view including reviews written solely about topics that are trending in the news or on social media, rather than feedback on a genuine experience  

• Promoting scams, including financial scams like “get rich quick” schemes, offering incentives for writing reviews, and clickbait content

• Promoting spam, including gibberish like only random numbers and letters 

• Promoting misinformation or impersonation, including rumours confirmed by the authorities as false, medicinal product claims and AI-generated content 

We won’t remove your review just because it mentions another business or compares the reviewed business to a competitor, but be sure to only include relevant information in your review.

Not based on a genuine experience

Your review must be based on a genuine experience. Trustpilot’s automated systems can remove suspicious reviews, and reviewed businesses can also flag your review if they don’t recognize your experience and think it might not be genuine. We may therefore ask you for further details to validate your experience, so please hold onto documentation that shows you’ve had an experience with the reviewed company.

About a different business

Before you post your review, please make sure you’ve got the right business. We suggest double checking the company and country domain you’re reviewing to make sure you’re on the right profile page. We can remove a review if it indicates it’s for another business, or move a review that’s on the wrong profile because it refers to one of the business’ other domains. 

We won’t remove a review just because it's non-specific and doesn’t mention a business’s name — but keep in mind that reviews without much detail are likely to be less useful to readers.

Fair treatment is one of the principles that guides our efforts to bring trust to consumers and businesses everywhere. This means our guidelines apply to everyone who uses our platform, and we treat flagged content the same, regardless of who it is about or whether they use Trustpilot’s paid services. 

We’ll remove your content if it breaches these guidelines or if we’re legally required to do so. But rest assured that businesses have no control over review removal, whether or not they pay for our services, and we won’t remove a review just because a business dislikes or disagrees with it. If your review is flagged, we may ask you to consider updating it or providing documentation to support it. 

A business may have the reviews for its products shown directly on Trustpilot. All consumers can flag these products, if they are: 

• A copy or imitation product: The item is a fake or unauthorised copy that is using another business’ protected intellectual property without permission.

• A hazardous or dangerous product: The item poses an unacceptable risk of injury or harm to consumers.

• A banned or illegal product: The item cannot legally be sold online, lack proper certifications or do not comply with local laws.

• Shown with an offensive image: The product’s image contains content that we would not allow in a review such as harmful or illegal content, advertising or promotional content or personal information. 

When flagging a product, you should provide as much information as you can to support your flagging report including any relevant documentation so that we can make an informed decision. The product and its reviews may be visible while we look into the flagging report and we may ask the business to provide documentation to prove the product does not breach these guidelines. 

We’ll remove the product and its reviews from appearing on Trustpilot if it breaches these guidelines or if we’re legally required to do so. 

If you believe we’ve made the wrong decision about your reviews, account or flagging reports, you can contact us by replying to the email we’ve sent you. Let us know why you believe the decision is incorrect and we will be happy to take another look at it. Should you still disagree with our decision, you can submit a formal dispute using the link in the footer of our decision email.

If you have trouble finding the dispute link or encounter technical issues, please contact us for assistance.

If you become aware of a business misusing our platform, for example because they’re asking for fake reviews or pressuring you to remove your review, we encourage you to report this to us by contacting our Content Integrity team via our Whistleblower Form. We’ll investigate your report and where appropriate, we’ll take action in accordance with our Action We Take policy. 

You can delete your Trustpilot user account at any time. You’ll still be able to search for a business and read reviews on Trustpilot. You just won’t be able to write reviews yourself anymore.

The vast majority of users use Trustpilot in the way it was intended, for the benefit of everyone. But we don’t allow users to misuse our platform, for example repeatedly posting harmful reviews, threatening businesses. We also don’t allow users to data-scrape our content - that means copying, collecting and commercially exploiting the data on our platform without our permission . If you misuse our platform, brand or data, we will take action - this can include blocking access to or suspending features in your Trustpilot user account and taking legal action.

Our Action We Take policy describes in more detail the different types of misuse we don’t allow on our platform, including what we do to prevent it and the action we take to address it. 

We are always working hard to improve our platform, and from time to time we may offer groups of businesses and consumers access to beta services. These are services that are in a testing phase and have not yet been released as a final product. These services can be changed, suspended or withdrawn at any time.

These guidelines are just that: guiding principles. 

Our aim here is to explain how we operate and why. In the event of any ambiguity we have the final say on how these guidelines are interpreted. We can also update them at any time. Visit our Help Center for more information.

(Version 7.0)

Introduction 

Trustpilot is an open-to-all online review platform that brings businesses and consumers together to foster trust and inspire collaboration. We're open to everybody, and built on transparency. 

When we talk about “our platform” we mean our review platform hosted at Trustpilot.com, any sub-domain, sub-directory, similar platform, website or mobile app operated by us and provided to you, including any information, text, reviews, comments, images, data or other content contained on or related to the above. 

Before using our platform, we ask that you read these terms of use (which we will refer to as the “terms” going forward) so that you understand what we expect from you - and also what you can expect from us. These terms refer to the following policies, guidelines and rules, which also apply to your use of our platform:

• Our Privacy Policy, which explains what data we collect when you use our platform and how this is handled (see section 13 below for further information) 

• Our Guidelines for Reviewers, which outline how you should (and shouldn’t) use our platform (see section 5 below for further information)

• Our policies, operating rules and codes published on legal.trustpilot.com (“policies”) (see section 5 below for further information)

Your access to, and use of, our platform is, at all times, conditional on you agreeing to these terms. So, if at any time you do not agree, or cannot comply, with these terms, you must not access or use our platform. To be clear, your use of our platform in any way will be governed by these terms. 

You agree to these terms by doing one or more of the following: (a) browsing, accessing, searching, writing a review, or otherwise using our platform; or (b) clicking a box or button, or providing any other kind of positive affirmation that you agree to these terms.

Just so you know, words or expressions defined in “quotation marks” have the same meaning each time they are used in these terms. 

Joining and using Trustpilot

We explain below how to access and use our platform. 

1. You and Trustpilot: When we say “you” or “your”, we mean the person or entity browsing, searching, writing a review, or otherwise using or accessing, whether directly or indirectly (including, for example, through use of automated technologies such as AI agents or screen scrapers), our platform. When we say “Trustpilot”, “we”, “our” or “us”, we mean the Trustpilot entity that you contract with under these terms, which depends on where in the world you are accessing our platform from. See the Our contracting entities and governing law section (section 28) of these terms for further information on which Trustpilot entity you are contracting with.

2. Third-party products and services: We may use, present to you and/or link to third-party technology, products and/or services on our platform. We do not endorse or make any guarantee or promise, and do not assume any responsibility for, any such third-party technology, products and/or services. Please note that we can’t guarantee that our platform will be compatible with your browser, network, or computer set-up.

3. User account: In order to leave a review, comment on, like or flag a review and/or take any other action on our platform (except browsing), you must first create a user account. You are only permitted to create one user account. Your user account is personal to you and must not be transferred to anyone else. 
   
   In order to create a user account you will need to sign in to our platform using your Facebook, Google or Apple account, or alternatively using your email address and the verification code which we will send to you. Sometimes your account will be automatically created and pre-filled with your name. For example, if you click on a review invitation after purchasing a product or using a service, or when signing up via Facebook. 
   
   You will also be required to choose a username that will be displayed on our platform whenever you write a review, comment on a review or produce user generated content including any review, image or other content created by or originating from you on our platform (“user generated content”). Your username allows you to be identified by others. Remember that if you use your real name as your username, this could reveal your identity. Your username must not contain:

• anything harmful, hateful, discriminatory, defamatory, obscene or illegal;

• the terms “Guest”, “Admin”, “.dk” or “.com” etc.; or

• characteristics belonging to someone else or a third party, such as the name of someone other than you. 

You take full responsibility for controlling who accesses and uses your user account. For example: 

• You should not allow any other person to access or use your user account and you should not share your login details, including your email address and verification code, with anyone else. If you suspect any of your user account login details have been stolen or misused then let us know immediately by contacting us using the details available here. 

• You promise that you’ll keep all information connected with your user account (including your email address) up to date and complete. If you would like to change your username, then you can do this yourself by logging into your user account.

• You’re responsible for all activity connected with your user account, including any reviews, all comments and any user generated content.

• You may also choose to verify your identity by following the quick and easy steps on our platform. During the verification process, you’ll be asked to select a photo ID, take a picture of your chosen ID and take a selfie. Your information is handled safely and securely, as explained in our Privacy Policy.

4. Your key responsibilities: You must comply with the following requirements when using our platform: 

• You agree to use our platform only in line with these terms, our Guidelines for Reviewers and our policies.

• You must be over the age of 18 years old.

• You must not undermine the security or integrity of our platform.

• You must not use our platform in any way that might impair its functionality or interfere with other people’s use.

• You must not introduce or upload anything to our platform that includes a virus or other malicious code. 

• You must not write, submit or be involved in the procurement of fake reviews. By fake reviews, we mean reviews that don’t reflect a genuine service or buying experience with a business, or reviews that have been left in an attempt to manipulate consumer perception, or negatively target a particular business.

• You must not do anything that might be misleading, offensive, violates any law, infringes on the rights of others or does not comply with our Guidelines for Reviewers and our policies.

• You must not modify, copy, adapt, reproduce, disassemble, decompile, reverse engineer or extract the source code of any part of our platform. 

• You must not act in a manner that is abusive or disrespectful to a Trustpilot employee, partner, customer, or other users of our platform. We will not tolerate any abuse or bullying of our Trustpilot employees in any situation and that includes interaction with our support teams. 

• You must not write reviews which are of a marketing nature and/or use our platform for marketing purposes, including in relation to yourself, or any services, products and/or businesses.

• You must not use our platform for the purposes of developing or providing any service or functionality which competes with our platform. 

• You must not establish a link to our platform in a way which suggests any form of association, approval or endorsement on our part where none exists.

• You must not licence, sell, transfer, assign, distribute, host, or otherwise commercially exploit any part of our platform, provided that this restriction will not apply to your user generated content.

• You must not access, search or collect content from our platform by any means (automated or otherwise) except as provided on our platform or specifically approved by us. 

• You must not carry out in any way (including facilitating, permitting or authorising) any text mining, data mining or web scraping of our platform for any purpose without our express permission. This includes the training and development of artificial intelligence systems or models.

5. Our Guidelines for Reviewers and policies: When accessing or using our platform, you must respect and follow our Guidelines for Reviewers and our policies. We can update and make changes to our Guidelines for Reviewers and our policies at any time without notice to you, and any changes that we do make will immediately apply to you without any further positive acceptance, confirmation or action by you. 

6. What Trustpilot owns: Except as set out elsewhere in these terms (in particular section 7 below), all intellectual property rights in our platform are owned or licensed to Trustpilot. This includes:

• copyright (including in our computer software), patents, trade marks, and design rights; 

• database rights, know-how, trade secrets; 

• rights of confidence in our platform; and 

• the design, compilation, and look and feel of our platform, 

(together, the “intellectual property rights”).

You agree not to copy, distribute, modify or otherwise use any of our platform or our intellectual property rights in any way not expressly permitted by us. This means you are not allowed to use our intellectual property rights or any other content on our platform, including TrustScores and reviews submitted by other users, unless we specifically say you are authorised to use them.

7. What you own: You own, and are responsible for, any user generated content you submit to, or transmit through, our platform. You promise that you have all the necessary permissions to create, use and/or share such user generated content. Unless your user generated content is removed: (i) by us for violating our Guidelines for Reviewers, these terms and/or our policies; or (ii) by you (including if you delete your user account in accordance with section 16), your user generated content will remain publicly displayed on our platform and accessible by any third-party services and networks (like Google) indefinitely. 

8. Trustpilot’s right to use your user generated content: By creating, submitting, posting or displaying user generated content on our platform, you grant us a licence to use, modify, copy, distribute, publish, display and create works which are based on such user generated content anywhere in the world, in any way, without any restriction and without any payment to you. You also agree that this licence allows us to make your user generated content available to other companies or individuals, including our customers, for any purpose such as the syndication, distribution, promotion or publication of such user generated content. You also grant us the right to bring an action for copyright infringement against anyone who uses your user generated content without first receiving permission from you and/or Trustpilot. This includes, where applicable, a right under section 101A of the Copyright, Designs and Patents Act 1988.

9. Platform Activity Data: We may collect and generate data relating to your use of our platform, including but not limited to metrics, analytics, and information derived from your user generated content and usage patterns (collectively, "platform activity data"). All rights, title, and interest in the platform activity data, including any derivative works or analyses thereof, will belong exclusively to us. We may use platform activity data for any lawful purpose, including but not limited to improving our services, developing new features, generating insights, and conducting analyses.

10. Feedback: We appreciate any feedback, ideas and suggestions from you about our platform (“feedback”) and may use it forever without restriction or payment to you. To be clear, this means that if you provide any written content or feedback to us, we can use, quote and/or refer to that content or feedback at our discretion. 

11. Problems and support: If you have a problem, we have support articles available through our Help Center that should help you with most situations. If you’ve tried our Help Center and still need help, you can find more information about online support for our platform from our support team by contacting them using the details available here. 

12. Impartiality: We love you using our platform to share, browse, hear and learn about the businesses featured through our role as an online intermediary. When using our platform you must only provide authentic and unbiased reviews, and user generated content which complies with our Guidelines for Reviewers at all times. The views expressed by users on our platform do not represent the views, values or voice of Trustpilot .

Privacy and data use

We explain below what data we collect when you use our platform and how this is handled. 

13. Personal data: Personal data we collect about you in connection with your use of our platform will be handled by us in accordance with our Privacy Policy. 

Confidential information

We take reasonable precautions to protect your confidential information and expect that you’ll do the same for ours.

14. Keeping it confidential: While using our platform, you may share confidential information with us, and you may become aware of confidential information about us. You and we both agree to take reasonable steps to protect each other’s confidential information from being accessed by unauthorised individuals, entities or other third-parties, except to the extent (i) we share this with our affiliates (that is, any companies that we are connected to (“affiliates”)), (ii) as required by law, court order or any regulatory / governmental authority, or (iii) in connection with any actual or pending legal proceedings. For the avoidance of doubt, your user generated content, feedback and any platform activity data shall not be considered your confidential information.

Termination and suspension

We explain below when your access to our platform can be terminated or suspended. 

15. Our rights: If you breach or threaten to breach any of these terms, our Guidelines for Reviewers and/or our policies, we may filter user generated content, without notice to you.

If you repeatedly breach any of these terms, our Guidelines for Reviewers and/or our policies, we may terminate or suspend access to your user account. Where possible, we will give you reasonable notice before terminating or suspending access to your user account.

16. Your rights: You may choose to delete your user account at any time, and in doing so you will no longer be able to leave reviews on our platform and all of your reviews will be deleted on our platform. 

Disclaimer and liability 

These sections are important as they outline responsibility and liability between us and you, so we urge you to read them closely and in full. 

17. EXCEPT WHERE RESTRICTED BY LAW, IN NO EVENT WILL WE BE RESPONSIBLE TO YOU FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE EXTENT THAT WE FAIL TO COMPLY WITH THESE TERMS, WE WILL BE RESPONSIBLE FOR YOUR FORESEEABLE LOSS AND DAMAGE, AND OUR AND OUR AFFILIATES’ TOTAL AGGREGATE LIABILITY TO YOU IN ANY CIRCUMSTANCES IS LIMITED TO THE TOTAL AMOUNT OF £100.00 (ONE HUNDRED BRITISH POUND STERLING).

18. WE CANNOT GUARANTEE THAT OUR PLATFORM WILL BE ERROR-FREE OR AVAILABLE AT ALL TIMES. OUR PLATFORM IS PROVIDED “AS IS”, WITHOUT WARRANTY OF ANY KIND. TO THE EXTENT PERMITTED BY LAW, WE EXCLUDE ALL IMPLIED CONDITIONS, WARRANTIES, REPRESENTATIONS OR OTHER TERMS THAT MAY APPLY TO OUR PLATFORM.

19. TO THE EXTENT PERMITTED BY LAW, YOU WILL INDEMNIFY US AND OUR DIRECTORS, OFFICERS, EMPLOYEES, AND CONTRACTORS FOR ANY THIRD-PARTY LEGAL PROCEEDINGS (INCLUDING ACTIONS BY GOVERNMENT AUTHORITIES) ARISING OUT OF OR RELATING TO YOUR UNLAWFUL USE OF OUR PLATFORM OR VIOLATION OF THESE TERMS.

Disputes 

This section outlines how disputes may be resolved.

20. Dispute Resolution: Most of your concerns can be resolved quickly and to everyone’s satisfaction by contacting us using the details available here. If we’re not able to resolve the issue, you and we agree to bring claims only in the jurisdiction listed in the Our contracting entities and governing law section (section 28) of these terms. 

Important housekeeping 

Please take a look over these additional terms. 

21. Changes to these terms: We can make changes to these terms at any time without notice to you. It is up to you to ensure that you regularly check, read, understand and agree to the most recent version of these terms, as any changes to these terms will immediately apply to you without any further positive acceptance, confirmation or action by you.

22. Changes to our platform: We may update and change the whole or part of our platform at any time without notice to you. We may also suspend, withdraw or restrict the availability of all or part of our platform for business or operational reasons

23. Events outside our control: We do our best to control what we can. We aren’t liable to you for any failure or delay in performance of any of our obligations under these terms arising out of any event or circumstance beyond our reasonable control.

24. How to contact us: If you want to speak to us, please contact our support team using the details available here. 

25. Language: We may provide certain materials to you in another language but all other communications and notices made under these terms must be in English. If we provide a translation of these terms, it is for your convenience only and the English language version will take precedence. We will have no responsibility or liability in respect of the content or accuracy of any translated versions of these terms.

26. Enforcement of terms: If there’s any part of these terms that either you or we are legally unable to enforce, that part will be ignored to the extent that it is unenforceable, but everything else will remain enforceable.

27. Interpretation: Words like ‘include’, ‘like’, and ‘for example’ are not words of limitation and where anything is within our discretion we mean our sole discretion.

28. Our contracting entities and governing law: These terms and any dispute or claim arising out of or in connection with them, their subject matter or their formation (including non-contractual disputes or claims) will be governed by and construed in accordance with the laws and jurisdiction of the Trustpilot entity that you are contracting with in the table below.

June 2026
(version 7.2) 

Introduction

Our purpose is to help people and businesses help each other. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. We believe in the power of reviews and allow everyone to play their part in building our trusted community. To help us protect the integrity of our platform, we require all businesses to follow these guidelines, as well as our Terms of Use and all of the policies on our website.

You can also see our Help Center for more details on how we work.

Key takeaways

Our Guidelines for Businesses go into depth on many subjects. It may be more information than you need. Here are some of the key things to be aware of.

• No fake reviews: Fake reviews are strictly prohibited and will be removed.

• Claim your business profile: Businesses can claim and manage their Trustpilot profile, adding details about their business and responding to reviews.

• Send review invitations fairly: Businesses are encouraged to invite customers to leave reviews, but invitations must be fair, neutral, and unbiased with no incentives offered.

• Respond to reviews: Businesses should engage with reviews professionally and politely.

• You can flag reviews which breach our guidelines: Businesses can flag reviews that breach our guidelines (e.g. harmful content or personal information), but misuse of the flagging tool is not tolerated.

• We’ll take action if you misuse our platform: Misuse of the platform can lead to actions such as account suspension or placing a Consumer Warning on your profile.

How can I flag content that breaches these guidelines?

What happens after I flag content to Trustpilot?

For which reasons can I flag reviews?

For which reasons can products be flagged?

What if I disagree with a decision?

Why is my business reviewed on Trustpilot?

How can I claim my business’ Trustpilot profile?

Who can and can’t write a review of my business?

What if I don’t recognize a reviewer?

What are the do’s and don’ts for review invitations?

Who owns the reviews about my business?

What about fake reviews?

Does responding to reviews build trust?

What if I don’t agree with a reviewer’s opinion?

Do you remove businesses from Trustpilot?

What is misuse of the Trustpilot platform?

What is a “beta service”?

Who has the final say?

(These terms come into effect on June 23, 2026, To see the version of these terms in place prior to June 23, 2026 use the drop-down menu above.)

(Version 9.0)

Introduction

Trustpilot’s review platform allows you to engage with consumers, collect feedback and gather insights - giving you the tools to drive better consumer experiences. Our mission is to be a universal symbol of trust and our platform is built on openness and collaboration among our businesses and consumers. That’s why before using our services we ask that you read these terms of use and sale for businesses (which we will simply refer to as the “terms” going forward) so that you understand what we expect from you - and also what you can expect from us.

Whether you want to use Trustpilot for free or use our paid services, you’ll need to accept these terms so that it’s clear what your and our legal rights and obligations are. Your access and use of our services is, at all times, conditional on you agreeing to these terms. So, if at any time you do not agree, or cannot comply, with these terms, you must not access or use any of our services. To be clear, your use of our platform and/or services in any way, including via our free services or any trial, will be governed by these terms.

You agree to these terms by doing one or more of the following: (a) clicking a box or button confirming that you agree to these terms (or a similar confirmation); (b) signing or accepting a quote, order form or similar document which refers to these terms; (c) paying or accepting an invoice for a subscription to our paid services; or (d) claiming a business profile page or accessing or using any of our services.

If you have questions about Trustpilot, check out our Help Center. And if you still can’t find the answer you are looking for, you can reach out to us through the Trustpilot Business.

Just so you know, words or expressions defined in “quotation marks” have the same meanings each time they are used in these terms.

Joining and using Trustpilot

We explain below how to access and use our services and subscribe to our paid services.

1. You and Trustpilot: When we say “you” or “your”, we mean the entity or business that you represent. When we say “Trustpilot”, “we”, “our” or “us”, we mean the Trustpilot entity that you contract with as stated in the Our contracting entities and governing law section of these terms. When we say “affiliate” we mean, with regard to a party, an entity or firm, controlling, controlled by, or under common control, whether directly or indirectly, with that party.

2. Our platform: when we say our “platform” we mean our review platform hosted at Trustpilot.com, any sub-domain, sub-directory, similar website or app. Our platform is operated by Trustpilot Inc. in the USA, Canada or Mexico. In all other countries, our platform is operated by Trustpilot A/S.

3. Our services: Our “services” consist of the Trustpilot business account, the review services, and any other services that we provide now or in the future, as may be described in any quote, order form, invoice or other commercial documents or communications that we provide to you or your partner if applicable (see the Partner section for more information), or on our platform (“commercial materials”). The following points apply to our services:

• We can’t guarantee that our services and platform will be compatible with your browser, network, or computer set-up.

• Our services don’t include any third-party products (please see the Third-party products sections below for more information).

• You are not eligible to access or use any services if you are under 18 years old or otherwise under the minimum age required by the laws of your country of residence to enter into binding contracts. 

4. Business profile page: If you want access to our services, then you or someone on your behalf needs to claim a business profile page on our platform (sometimes also called a company profile page).

5. Free plan: By claiming a business profile page, you will be given access to a business account, through which you can use all of the services provided in our free plan. You may use these services unless and until your business account is deleted by you or access to it is terminated by us.

6. Subscriptions: If you subscribe to one or more services that are not included in our free plan (a “subscription”), then you will also be able to access these services through your business account. The following points will also apply to you:

• Subscription period: Most subscriptions run for 12 months, but the specific duration of your subscription (“subscription period”) will be listed in the commercial materials that are issued or presented to you when you agree to purchase that subscription.

• Subscription renewals: At the end of each subscription period, your subscription will automatically renew for a further subscription period unless we have agreed something different with you or your partner (if applicable) in your quote, order form or similar document, or you or we terminate your subscription - see the Termination and suspension section. If your subscription is not renewed, you will still have access to the services provided in our free plan.

• Subscription renewal pricing: To the extent permitted by law and subject to the remainder of these terms, at the end of your then current subscription period we may (without informing you) increase the total price of your subscription by up to 5%, unless: (a) either you or we terminate your subscription in accordance with these terms; or (b) we inform you of a different price increase at least 45 days before your next renewal date. If we increase your price in accordance with this Subscription renewal pricing section, then your increased price will take effect on your next renewal date.

6A. Partners: You may also access our services and purchase a subscription through a Trustpilot partner. When we say “partner” we mean an independent third-party authorised by Trustpilot to resell or distribute our services through our various partner programmes. You acknowledge that our partners are completely independent of us, and that these businesses have no authority to enter into any contract, grant any right or provide any promise, guarantee or commitment on our behalf. Because you are using our services you will still need to agree to these terms, however, any terms and conditions governing transactions and/or arrangements solely between you and your partner (such as any professional services provided to you by your partner or any third-party products sold to you by your partner) shall not form part of these terms. Your partner may also administrate the renewal of your subscription in which case you should contact your partner if you have any questions in relation to your renewal. In the event that you fail to pay your partner for your subscription when due (or if your partner fails to pay us for your subscription) then we may suspend, or even end, your access to our services - see the Termination and suspension section.

7. Domains: You promise that you (or one of your affiliates) own or have an exclusive right to operate the domain(s) that you use our systems and services for. If one of your affiliates owns or has an exclusive right to operate a domain that you use our systems and services for, you promise that you have the authority to accept these terms in respect of such domain.

8. Sending invitations to your consumers using our platform: If you use our review invitation service, you will be treated as the sender of each invitation sent - not us. So, it is your responsibility alone to make sure that the invitations that you send (or that we send on your behalf) using our services meet all applicable legal and regulatory requirements, and comply with the guidelines and these terms.

In particular, you confirm that the content of each invitation will comply with all applicable legal and regulatory requirements, and that you will have all the rights, permissions and consents required for your invitations to be sent in compliance with applicable privacy laws (as defined in the Privacy laws section of these terms). For example, in some countries, review invitation emails are viewed as unsolicited marketing communications that require prior consent from your customers. This means that you may be required to obtain consent from your customers depending on national legislation and you therefore agree not to use our review invitation service to issue invites without obtaining the required consents.

9. Sending invitations to your consumers outside of our platform: Where you display or send review invitations outside of our platform, you agree that you are accessing and using our services. It is your responsibility alone to make sure that the invitations that you send meet all applicable legal and regulatory requirements, and comply with the guidelines and these terms.

10. Business account: You take responsibility for fully controlling who administrates and can access your business account, how it is managed and how you use our services. For example:

• You control access to your business account. You decide who is allowed to use and access the services available through your business account (“authorised users”) and what kind of access each of those authorised users has. You can change or stop that access at any time.

• You’re responsible for all your authorised users’ activity, their use of our services, and their compliance with these terms and our guidelines.

• You promise that you’ll keep your information (including a current email address) up to date.

• You’re responsible for providing true, accurate and complete information.

• You’re also responsible for protecting your username and password from getting stolen or misused.

• You have the right to let your affiliates access and use our services under these terms, however, if you do so you are responsible for ensuring that your affiliates comply with these terms and our guidelines, and you are liable for their actions and omissions as if they were your own.

11. User roles and access: You should make sure to understand the permissions you’re granting to your authorised users. Each authorised user that you add to your business account is subject to these terms and our guidelines. You’re liable for each of your authorised user’s acts and omissions. It is up to you to ensure that each of your authorised users is fully aware of their obligations and restrictions under these terms and our guidelines. If you’d like to read more about user roles and levels of access, check out the information on our Help Center.

12. Your key responsibilities: You must only use our services for the domains whose business profile pages have been claimed by you or on your behalf (“claimed domains”) and in accordance with your applicable subscription, if any. You agree to use our services only for lawful business purposes and in line with these terms and our guidelines.

13. Guidelines: When accessing or using our services and/or platform, you agree to respect and follow our guidelines, policies and codes on https://corporate.trustpilot.com/legal designated for businesses and for everyone (and any other guidance referred to in these terms) (“guidelines”). Please read them and make sure you understand what you should and shouldn’t do. These guidelines are very important because they outline, among other things, how you should (and shouldn’t) use our services and/or platform. Much of it will be common sense and is designed to ensure we keep our platform a fair and trusted place for online reviews. We can update and make changes to the guidelines from time to time. Any changes to the guidelines will immediately apply to you without any further positive acceptance, confirmation or action by you.

14. What we each own: We, or our licensors, own everything contained on our platform or in our services except content owned by others, like: (i) the reviews on our platform which are owned by the reviewers who created them; and (ii) any data you provide us when sending invitations to your consumers. Our, or our licensors’, ownership includes rights in the design, compilation, and look and feel of our platform and services. It also includes rights in all copyrighted works, registered and unregistered trademarks, designs, code, inventions, and other intellectual property. You agree not to copy, distribute, modify or make derivative works of any of our content or use any of our intellectual property rights in any way not expressly permitted by us. This means you are not allowed to use our logos, graphics, and trademarks (“our brand marks”) or any other content on our platform or in our services, like TrustScores and reviews, unless we specifically say you are authorised to use them.

You own your logo, brand name, trademarks and other intellectual property (“customer IP”). You grant us, and our affiliates, a right to use your customer IP for the purposes of providing, administering and ensuring the proper operation of the services, the platform and related systems, and to perform our rights and obligations under these terms.

15. User generated content and platform activity data: Any review, reply to a review, image, video, audio recording, or other content or media in any format or medium created by or originating from you, any consumer or other user of our services or platform is what we call “user generated content”. Where user generated content is created by or originates from you, you allow and grant us a licence to use, modify, copy, distribute, publish, and make available, and create works which are based on such user generated content, anywhere in the world forever without restriction or payment to you - and you also promise that you have the right to allow us to do that. Unless user generated content is removed by us for violating our guidelines, or removed by its author, all user generated content will remain publicly displayed on our services, our platform and any third-party services and networks (like Google) even after your subscription has ended or you delete your business account.

We may collect and generate data relating to your use of our services and/or platform, including but not limited to metrics, analytics, and information derived from your user generated content and usage patterns (collectively, "platform activity data"). All rights, title, and interest in and to platform activity data, including any derivative works or analyses thereof, shall belong exclusively to us. We may use platform activity data for any lawful purpose, including but not limited to improving our services, developing new features, generating insights, and conducting analyses.

16. Feedback: We appreciate any feedback from you about our services and platform and may use it forever without restriction or payment to you. To be clear, this means that if you provide any written content or feedback to us, we can use, quote and/or refer to that content or feedback at our discretion.

17. Trustpilot Labs or beta services: Occasionally we may offer access to time-limited services or features that have not yet been released by us as a final product to the market – for example, a beta service. Because of the nature of these services, if you choose to use them, you use them at entirely your own risk.

18. Problems and support: If you have a problem, we have help articles available through our Help Center that should help you with most situations. If you’re unable to resolve your issue through our Help Center, you can contact our supporting teams via the Contact Us page on our Help Center or by starting a chat in Trustpilot Business. Depending on the services you subscribe to, you may also have access to the Customer Success team who can provide additional information.

19. Impartiality: We love businesses using us to share, hear, and learn from their consumers through our role as an online intermediary. Your use of our services and our brand marks is not an approval, endorsement or recommendation by us of either you or your products or services. So you must not market yourself or give public declarations to that effect. Nothing in these terms is to be interpreted as constituting a partnership, joint venture, employment or agency relationship between you and us.

20. Display of names, logos, and reviews:

• It is necessary for us to be able to identify the businesses that are reviewed on Trustpilot. Therefore, in a similar way to a directory or a phonebook, you give us the right to display your business name and logo on our platform in order to identify the services or products your business provides. We provide you with control over your business profile page, which means that you are able to modify your name and logo at your discretion.

• Furthermore, when you create a business account and use our services you allow us to use your name, logo and examples and visuals of how you are using Trustpilot in the public domain (for example, on your website and in your ads) in corporate, promotional and marketing material and content in the normal course of business.

• During your use of our services, you may display reviews of your business and our brand marks on your claimed domains, so long as you follow our guidelines, including the guidance provided by us on our Brand Hub - and only if you use the designs, widgets (like TrustBoxes), images and functionality that we make available to you in your business account.

Any other use or display of our brand marks or content on Trustpilot, including in offline or online advertising, is only permitted in accordance with our guidelines. We reserve the right to revoke your use of our brand marks at any time if we find your use to be in violation of our guidelines.

21. Don’ts: While we can’t cover everything here, here are some important examples of things you must never do:

• Undermine the security or integrity of our platform or services.

• Use our platform or services in any way that might impair functionality or interfere with other people’s use.

• Access our platform or services without permission.

• Introduce or upload anything to our platform or services that includes a virus or other malicious code.

• Write, submit or procure fake reviews.

• Do anything that may be misleading, offensive, violates any law, infringes on the rights of others or does not comply with our guidelines.

• Modify, copy, adapt, reproduce, disassemble, decompile, reverse engineer or extract the source code of any part of our platform or services.

• Resell, transfer, licence, lease or provide our services in any way not expressly permitted through our services.

• Repackage, resell, transfer, assign, distribute, host, sublicense or otherwise commercially exploit any part of our platform or services (including any content which is contained on, or accessed through, our platform or services other than as permitted in these terms).

• Commit fraud or other illegal acts through our platform or services.

• Act in a manner that is abusive or disrespectful to a Trustpilot employee, partner, user, or other Trustpilot customer. We will not tolerate any abuse or bullying of our Trustpilot employees in any situation and that includes interaction with our support teams.

• Remove any Trustpilot brand content or proprietary notices or labels from our platform or the commercial materials.

• Use the platform, our services or the commercial materials for the purposes of providing any service or functionality which competes with our platform or services.

• Access, search, or collect content from our platform or services by any means (automated or otherwise) except as permitted in these terms or otherwise authorised by us. Without limiting the previous statement, you must not carry out, facilitate, authorise or permit any text or data mining or web scraping in relation to our platform or services for any purpose, including the development, training, fine-tuning or validation of artificial intelligence systems or models, and we do not consent to the use of our platform or services for these purposes.

Third-party products

To help make your experience of our services even more powerful, our ecosystem includes integrations to products and services made available by other businesses (for example, e-commerce platforms).

22. Other services: To help you maximise the potential of our services we understand you may want to use data, products and services of other businesses (which we call “third-party products”) and connect them with our platform and services. We, or your partner (if applicable), may help streamline that process for you by making available integrations to third-party products, such as third-party e-commerce platform providers or independent software vendors, for you to use. These companies may have additional terms and conditions that apply to you and those terms and conditions shall cover your use of the third-party products, not these terms. Any third-party providing a third-party product is a “third-party provider” and is independent of us, so be aware that a third-party provider may also charge you fees in addition to what you pay us. Please remember that we’re not under any obligation to support third-party products and we don’t guarantee the initial, or continuing, interoperability of the platform or our services with any third-party product.

23. Third-party terms and descriptions: Third-party products are subject to terms and conditions and privacy notices set by their providers. It is your responsibility to review, and ensure you are happy with, any terms and conditions and privacy notices set by third-party providers. These likely include how the third-party providers will use the data that you make available to them. The descriptions of third-party products that we publish, and any associated links, have been provided to us by the third-party providers. While we make reasonable efforts to check the accuracy of those descriptions, the third-party providers are solely responsible for them. We don’t endorse or assume any responsibility for third-party products, regardless of whether they are described as “authorised”, “certified”, “recommended” or the like, and we are not liable to you in respect of them. You access and use third-party products and websites at your own risk. You agree to resolve any disagreement between you and a third-party provider regarding a third-party product with that third-party provider directly and not Trustpilot.

Pricing and Payments

Unless you’re using our free plan or on a free trial, you’ll need to pay to access and use our services. The price and any other terms that are specific to you are explained when you agree to purchase our services.

24. Trials: You may be offered a trial of some of our services for a limited or short-term period as set out in the relevant commercial materials provided at the time. We can withdraw or modify your access to those services at our discretion without prior notice and with no liability. Unless we tell you otherwise in the relevant commercial materials, after the trial period, your access to those services may be removed in accordance with any terms or restrictions you are notified of at the time. If you want to continue using those services after the trial, you’ll need a subscription.

25. Trustpilot subscriptions: We offer our business users access to our free plan which allows the use of a wide range of Trustpilot services. But to access some of our services, we require you to pay for one of the many subscriptions we offer. In most cases you will need to pay us directly but if you’ve purchased a subscription through a partner, you will (unless we tell you otherwise) need to pay your partner for your subscription. The subscription pricing may vary by region. The price and any other terms that are specific to your subscription are set out in the commercial materials that you accept when you agree to purchase that subscription. 

Mid-term scope changes: If you and us have agreed to make changes to the scope of your subscription during the subscription period (for example, adding another domain or additional services), we may ask you to sign or accept updated commercial materials and in such a case, we reserve the right to increase the price accordingly.

Domain Changes: The fees set out in your commercial materials are fixed for the applicable subscription period and will not be reduced as a result of any consolidation, merger, redirection, sub-domain or sub-directory migration or restructuring, or other reorganisation of the domain(s) or sub-domain(s) associated with your subscription (each, a "Domain Change"), regardless of the reason for that Domain Change (including for reasons such as website redesign, search engine or answer engine optimisation).

26. Standard rates and discounts: We may update or amend the standard list prices for our services from time to time. Any price discounts, promotions, offers or special terms listed on a quote, order form or similar only apply for the subscription period specified on it, and we aren’t obliged to continue offering that price discount, promotion, offer or special term for any subsequent subscription periods.

27. No refunds or credit: Unless we’ve specifically stated elsewhere in these terms, we will not owe you any refund or credit if you or we terminate your subscription in accordance with these terms.

28. Taxes for your use of our services: Our prices are stated exclusive of taxes. You’re responsible for paying all other external fees and taxes associated with your use of our services wherever levied, including value added tax, sales tax or other similar charges if they apply.

29. Importance of timely payments: In order to continue accessing the services included in your subscription, you need to make timely payments based on the price of the subscription you selected. Unless your subscription order details say something else or unless you have purchased your subscription through a partner and we have agreed that you should pay your partner for your subscription, the fees for each subscription period are owed to us upfront - and if we have issued an invoice to you, you must pay that within the number of days set out in the invoice. To avoid delayed or missed payments, please make sure we or your partner (if applicable) have accurate payment information. If we or your partner (if applicable) don’t receive timely payments from you for your subscription, or if we don’t receive timely payments from your partner for your subscription, then we may suspend, or even end, your access to our services - see the Termination and suspension section. In cases of late payment for any unpaid amounts, we reserve the right to charge you interest on outstanding amounts, you will also be responsible for any costs reasonably incurred by us in collecting such amounts, including collection costs and legal fees.

Privacy and data use

We may receive and process personal data relating to your consumers and your authorised users, which we cover below. Please also read our Data Processing Agreement, HIPAA Business Associate Addendum and the U.S. Privacy Laws Supplement which are an important part of these terms, and privacy policy - all of which provide more detail of how we handle personal data.

30. Privacy laws: You and us each agree to comply with all applicable data protection and privacy laws and regulations (“applicable privacy laws”).

31. Invitation data: When you send (or we send on your behalf) invitations to your consumers asking them to create a review on our platform about your services, your locations and/or your products, we are providing “review invitation services” to you. If the type of review invitation services we provide to you requires us to receive or process any personal data relating to those consumers (“invitation data”) before they submit a review on our platform in response to an invitation, then:

these review invitation services will be provided to you:

• by Trustpilot A/S if your contract is with Trustpilot A/S; 

• by Trustpilot Inc. if your contract is with Trustpilot Inc.; or 

• by Trustpilot Ltd if your contract is with Trustpilot Ltd. 

However, if your contract is with Trustpilot Inc. or Trustpilot Ltd, any data processing in connection with the provision of the review invitation services is subcontracted to Trustpilot A/S which will deliver those services to you on behalf of either Trustpilot Inc. or Trustpilot Ltd respectively. Regardless of which entity provides the review invitation services, Trustpilot A/S will at all times be the entity within the Trustpilot group responsible for making decisions on how we process invitation data on your behalf;

• our Data Processing Agreement will apply to this processing activity;

• to the extent that we, as a service provider to you, receive data from you about your consumers who are residents of the United States and whose data is protected by the U.S. State data protection and privacy laws, the U.S. Privacy Laws Supplement (which is part of these terms) will apply to you in addition to our Data Processing Agreement; and

• you shall not provide us with any PHI (as defined in the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”)) in connection with the provision of services under these terms, but to the extent that you are acting as a Covered Entity under HIPAA and there is incidental disclosure of PHI about your consumers to Trustpilot and to the extent that Trustpilot, as a result, is deemed under HIPAA to be acting as a Business Associate, the disclosure of such PHI will be governed by the HIPAA Business Associate Addendum which is part of these terms and will apply to you in addition to our Data Processing Agreement; and

• you confirm that you will have all the rights, permissions and consents required by applicable privacy laws to provide us with the invitation data.

32. Other personal data: Personal data we collect about your authorised users or other people who represent you (including your employees) in connection with creating and administering your business account, providing customer services to you, or signing-up for our services and using them, will be handled by us in accordance with our privacy policy.

Security

Security is something we take seriously and you should too! You can read all about our practices in our Help Center. We do what we can to keep your data secure but we need your cooperation to protect our services and your data.

33. Playing your part to keep your data secure: You have an important part to play by keeping your login details secure, not letting any other person use them, and by making sure you have strong security on your own systems. If you realise there’s been any unauthorised use of your password or any breach of security to your account or email address linked to your account, you need to let us know immediately. You also agree not to use free-form fields in any of Trustpilot’s systems or services to store personal data, (unless it’s a field explicitly asking for personal data - like a first name or last name).

Confidential information

We take reasonable precautions to protect your confidential information and expect that you’ll do the same for ours.

34. Keeping it confidential: While using our services or platform, you may share confidential information with us, and you may become aware of confidential information about us. You and we both agree to take reasonable steps to protect the other party’s confidential information from being accessed by unauthorised individuals, entities or other third-parties. You or we may share each other’s confidential information with legal, governmental or regulatory authorities if required to do so, or if required by law. We may also share your information on a similar confidential basis with our affiliates, our advisers, auditors and financiers, and any third parties carrying out due diligence on our business. Information will not be considered confidential if the recipient of the information already knew the information and it was not subject to confidential treatment, or the information is publicly available (but not as a result of a breach of this confidentiality section). For the avoidance of doubt, your user generated content and any platform activity data shall not be considered your confidential information.

Termination and suspension

We explain below when your subscription and/or access to our services can be terminated or suspended.

Your termination rights:

If you have a subscription:

35. If you don’t want your subscription to automatically renew for any reason: If you don’t want your subscription to automatically renew at the end of a subscription period, you’ll either need to: (a) if you have purchased your subscription directly from us, tell us that (i) by emailing cancellation@trustpilot.com or (ii) if the functionality is available to you, in your business account, in either case at least 30 days before the end of your current subscription period; or (b) if you have purchased your subscription through a partner, you need to tell your partner in accordance with the terms and conditions you’ve agreed with them.

Even after you’ve told us or your partner (if applicable), you’ll still have access to the services included in your subscription for the remainder of the current subscription period. If you haven’t already paid, you will still be responsible for paying all subscription fees for the whole of the current subscription period. Once your subscription period has ended, you will still have access to the services provided in our free plan. If you continue to use our services provided in our free plan after your subscription has ended, these terms will continue to govern your use of those free services.

36. Terminating your subscription immediately because of our material breach: You may terminate your subscription immediately if:

• we materially breach any of these terms and do not remedy the breach within 14 days after receiving notice of the breach from you;

• we materially breach any of these terms and the breach cannot be remedied; or

• our service becomes permanently unavailable as a whole, in which case you will receive a pro-rata refund of any prepaid amounts related to the period after the date of termination.

If you terminate your subscription because of our material breach, you will immediately lose access to the services included in your subscription, but you will still have access to the services provided in our free plan. You won’t get a refund or credit for anything you have already paid - but if there are any subscription fees for the remaining part of the subscription period that have not yet become payable, then you won’t need to pay us those fees.

If you are on our free plan:

37. Deleting your business account and stopping use of our services: Other than sections of these terms which survive termination (see the Survival section), these terms will immediately terminate if you stop using our services and delete your business account.

38. Keep in mind that, whether you terminate your subscription or delete your business account, these terms will still apply to anything that happened before you terminated.

Our termination and suspension rights:

If you have a subscription:

39. If we don’t want to renew your subscription for any reason: We can terminate your subscription at the end of any subscription period by giving you at least 30 days’ notice before it ends.

You’ll still have access to the services included in your subscription for the remainder of the current subscription period - and, if you haven’t already paid, you will still be responsible for paying all subscription fees for the whole of the current subscription period.

40. Immediate termination by Trustpilot: Trustpilot may also terminate your subscription or access to your business account or all or any of our services immediately if:

• you materially breach any of these terms and do not remedy the breach within 14 days after receiving notice of the breach;

• you materially breach any of these terms and the breach cannot be remedied; for example, creating reviews on your own business profile page, procuring fake reviews, misusing the review reporting functionality in your business account, inviting consumers to create reviews in a biased way, or using our brand marks to mislead consumers;

• in our discretion we think you have breached the guidelines;

• in our discretion we think you have acted in a manner that is abusive or disrespectful to a Trustpilot employee, partner, user, or other Trustpilot customer, including during interaction with our support teams;

• you fail to pay the full amount of your subscription on time;

• your partner fails to pay for your subscription on time;

• you become insolvent or go into liquidation or have a receiver or manager appointed over any of your assets, you make any arrangement with your creditors, or become subject to any similar insolvency event in any jurisdiction;

• your use of our services poses a security risk to our platform or services; or

• in our discretion we determine that your business values or ethical standards are in conflict with ours (which we may refer to as a bad-fit business or ineligible business).

If you haven’t already paid, you will still be responsible for paying all subscription fees for the whole of the current subscription period (except when we’ve terminated because your business values or ethical standards conflicted with ours). If you have already paid then you will not be entitled to any refund or credit, except when we’ve terminated because your business values or ethical standards conflicted with ours, in which case we’ll refund the portion of the subscription fee that you’ve prepaid for the remaining part of your subscription period less any fees and/or expenses incurred by us in relation to your subscription.

41. Suspension: We may suspend all or part of your access and use of our platform and/or services if:

• in our discretion we think that you are in breach of these terms;

• in our discretion we think you have breached the guidelines, for example, after receiving a warning you continue to misuse the review reporting functionality or amend your company profile in a way we think misleads or may deceive consumers;

• you fail to pay the full amount of your subscription on time;

• your partner fails to pay for your subscription on time; or

• in our discretion we think your use of our services poses a security risk to our platform or services.

You will remain responsible for all subscription fees incurred during the period of suspension and you will not be entitled to any refund or credit.

If you are on our free plan:

42. Immediate termination or suspension for any reason: We can terminate or suspend access to your business account and/or all or any of our services immediately at any time and for any reason.

For all users, whether you are on our free plan or have a subscription:

43. Whether we terminate your subscription or access to your business account, these terms will still apply to anything that happened before we terminated.

Liability and indemnity

These sections are important as they outline responsibility and liability between us and you, so we urge you to read them closely and in full.

44. DISCLAIMER OF WARRANTIES: NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THESE TERMS, TO THE FULLEST EXTENT PERMITTED BY LAW AND EXCLUDING ANY APPLICABLE IMPLIED CONDITION, GUARANTEE OR WARRANTY THE EXCLUSION OF WHICH WOULD CONTRAVENE ANY STATUTE OR CAUSE ANY PART OF THESE TERMS TO BE VOID (“NON-EXCLUDABLE CONDITION”), OUR SERVICES AND THE PLATFORM ARE MADE AVAILABLE TO YOU ON AN “AS IS” BASIS. WE AND OUR AFFILIATES DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. WE FURTHER DISCLAIM TO THE FULLEST EXTENT PERMITTED BY LAW ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, THAT OUR SERVICES AND/OR OUR PLATFORM WILL BE UNINTERRUPTED OR ERROR-FREE.

45. LIMITATION OF LIABILITY:

If you have a subscription:

OTHER THAN FOR A NON-EXCLUDABLE CONDITION AND/OR LIABILITY THAT WE OR YOU CAN’T EXCLUDE OR LIMIT UNDER APPLICABLE LAW, EACH PARTY’S LIABILITY (AND EACH PARTY’S AFFILIATES’ LIABILITY) TO ONE ANOTHER IN CONNECTION WITH OUR SERVICES AND/OR THESE TERMS, IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, IS LIMITED AS FOLLOWS:

• EACH PARTY AND ITS AFFILIATES HAVE NO LIABILITY TO ONE ANOTHER ARISING FROM YOUR USE OF OUR SERVICES AND/OR THESE TERMS FOR ANY LOSS OF REVENUE OR PROFIT, LOSS OF GOODWILL, LOSS OF CUSTOMERS, LOSS OR CORRUPTION OF DATA, LOSS OF CAPITAL, LOSS OF ANTICIPATED SAVINGS, DAMAGE TO REPUTATION, LOSS IN CONNECTION WITH ANY OTHER CONTRACT, OR ANY OTHER INDIRECT, CONSEQUENTIAL, INCIDENTAL, PUNITIVE, EXEMPLARY OR SPECIAL LOSS, DAMAGE OR EXPENSE (INCLUDING LEGAL COSTS).

• WE AND OUR AFFILIATES ARE NOT RESPONSIBLE OR LIABLE FOR YOUR CONDUCT, ANY CONSUMER’S CONDUCT AND/OR ANY OTHER THIRD-PARTY’S CONDUCT ON OUR PLATFORM OR USE OF TRUSTPILOT SERVICES, INCLUDING ANY USER GENERATED CONTENT.

• EXCLUDING EACH PARTY’S INDEMNITY OBLIGATIONS OUTLINED IN THE INDEMNITIES SECTION BELOW, EACH PARTY’S (AND EACH PARTY’S AFFILIATES’) TOTAL AGGREGATE LIABILITY TO THE OTHER PARTY IN ANY CIRCUMSTANCES IS LIMITED TO THE TOTAL AMOUNT YOU PAID US FOR OUR SERVICES IN THE 12 MONTHS IMMEDIATELY PRECEDING THE DATE ON WHICH THE CLAIM GIVING RISE TO THE LIABILITY AROSE.

If you are on our free plan:

OTHER THAN FOR A NON-EXCLUDABLE CONDITION AND/OR LIABILITY THAT WE CAN’T EXCLUDE OR LIMIT UNDER APPLICABLE LAW, OUR AND OUR AFFILIATES’ LIABILITY IN CONNECTION WITH OUR SERVICES AND/OR THESE TERMS, IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, IS LIMITED AS FOLLOWS:

• WE AND OUR AFFILIATES HAVE NO LIABILITY ARISING FROM YOUR USE OF OUR SERVICES AND/OR THESE TERMS FOR ANY LOSS OF REVENUE OR PROFIT, LOSS OF GOODWILL, LOSS OF CUSTOMERS, LOSS OR CORRUPTION OF DATA, LOSS OF CAPITAL, LOSS OF ANTICIPATED SAVINGS, DAMAGE TO REPUTATION, LOSS IN CONNECTION WITH ANY OTHER CONTRACT, OR ANY OTHER INDIRECT, CONSEQUENTIAL, INCIDENTAL, PUNITIVE, EXEMPLARY OR SPECIAL LOSS, DAMAGE OR EXPENSE (INCLUDING LEGAL COSTS).

• WE AND OUR AFFILIATES ARE NOT RESPONSIBLE OR LIABLE FOR YOUR CONDUCT, ANY CONSUMER’S CONDUCT AND/OR ANY OTHER THIRD-PARTY’S CONDUCT ON OUR PLATFORM OR USE OF TRUSTPILOT SERVICES, INCLUDING ANY USER GENERATED CONTENT.

• OUR AND OUR AFFILIATES’ TOTAL AGGREGATE LIABILITY TO YOU IN ANY CIRCUMSTANCES IS LIMITED TO THE TOTAL AMOUNT YOU PAID US FOR OUR SERVICES IN THE 12 MONTHS IMMEDIATELY PRECEDING THE DATE ON WHICH THE CLAIM GIVING RISE TO THE LIABILITY AROSE.

46. Indemnities:

You indemnify us: You will pay us and each of our affiliates on demand the amount of all losses, costs (including reasonable legal costs), expenses, demands or other liabilities (whatever their nature and whether or not they are avoidable or foreseeable) that we or our affiliates incur or suffer arising out of, or in connection with:

• your use of our services (such as the review invitations sent to your consumers, the writing, creation, submission or procurement of fake reviews, any content you provide, or any breach of our guidelines) or any user generated content created by you, originating from you or otherwise relating to you on our platform; and

• your breach of applicable privacy laws (including, without limitation, any breach of your obligations regarding sending invitations to your consumers) or any act or omission by you which causes a data breach (as defined in Regulation (EU) 2016/679 of 27 April 2016 (the General Data Protection Regulation) (the “GDPR”)) and/or places us in breach of applicable privacy laws.

We indemnify you: We will pay you and each of your affiliates on demand the amount of all losses, costs (including reasonable legal costs), expenses, demands or other liabilities (whatever their nature and whether or not they are avoidable or foreseeable) that you or your affiliates incur or suffer arising out of, or in connection with any third-party claim that our brand marks or services infringe upon the intellectual property rights of any third party, excluding any content submitted by you or any other user generated content.

The indemnification obligations set out in this Indemnities section are subject to the following: (i) the indemnified party shall provide the indemnifying party with prompt written notice of the third party claim or action; (ii) the indemnifying party shall have the option of assuming control over the defense and/or settlement of such claim; (iii) the indemnified party shall cooperate with the indemnifying party as reasonably requested; provided, however, that such cooperation is at the indemnifying party's sole cost and expense; and (iv) the indemnifying party shall not settle any claim or action on behalf of the indemnified party without first notifying the indemnified party of all details related to such settlement, and receiving the indemnified party's prior written consent.

Disputes

This section outlines how disputes may be resolved.

47. Dispute resolution: Most of your concerns can be resolved quickly and to everyone’s satisfaction by contacting us through the Help Center. If you and we are not able to resolve the issue, you and we agree to bring claims only in the jurisdiction listed in the Our contracting entities and governing law section.

Important housekeeping

Please take a look over these additional terms.

48. No professional advice: Trustpilot isn’t in the business of giving any kind of professional advice. For example, we do not give any kind of financial, tax or legal advice. We may provide you with information we think might be useful, like our template suggestions for the review invitations you send to your consumers or the insights and analytics you access through your business account, but this should not be seen as advice and we aren’t liable for your use of the information or the conclusions you make from it. It is up to you to ensure that you use our services in a way that is compliant with applicable law.

49. Changes to these terms: We can make changes to these terms from time to time. We’ll try to let you know of material changes beforehand if we can - unless we need to make those changes immediately for reasons outside our control, like a change in law. If a change isn’t material, we may not notify you. It is up to you to ensure that you regularly check, read, understand and agree to the most recent version of these terms, as any changes to these terms will immediately apply to you without any further positive acceptance, confirmation or action by you.

50. Changes to our services: We may change or discontinue one or more of our services from time to time in our discretion. If we make material changes to the functionality of one of our services, you can contact us and, in our discretion, we’ll either refund the portion of the subscription fee for that service that you’ve prepaid for the remaining part of your subscription period - or give you credit that you can use during the remaining part of your subscription period towards other services that we provide.

51. Events outside our control: We do our best to control what we can. We or our affiliates aren’t liable to you for any failure or delay in performance of any of our obligations under these terms arising out of any event or circumstance beyond our reasonable control.

52. Notices: Any notice you send to Trustpilot must be sent to us via the Contact Us page on our Help Center or to Trustpilot Ltd, 5th Floor, The Minster Building, 21 Mincing Lane, London, United Kingdom, EC3R 7AG. Unless we say otherwise in these terms, any notices we send to you will be sent to the email address you’ve provided to us through your business account or listed on your commercial materials.

53. Blocking your access, disabling your subscription, or refusing to process a payment: As our sites are global, different laws may apply in different countries that restrict our relationship with you. We may block your access, terminate your subscription, or refuse to process a payment if we reasonably believe there’s a risk - like a potential breach of a law or regulation - associated with you, your business, your subscription, or a payment. Examples of where we might do this include transactions where the payment is from a sanctioned person or country; or where we reasonably believe there is a legal or regulatory issue. You promise that you’re not located in a sanctioned country and are not on a sanctioned persons list. We may also stop users or business accounts from a country if we can’t receive payments from that country. You should check what payment methods are available in your country for making payments. We may take any of these actions without notice.

54. Transfer: We may assign, transfer or sub-contract any of our rights or obligations in these terms to any other entity or firm in our discretion. You may assign, transfer or subcontract your rights and/or obligations, but only with our advance written consent. Any change in the direct or indirect control of the domains receiving our services (by selling them or otherwise) will be treated as a transfer by you that requires our advance written consent.

55. Survival: Any section or part of a section that, by its nature, is stated or intended to survive expiry or termination of these terms will continue to apply to you and us even after the terms are terminated (including the Limitation of Liability and Indemnities sections).

56. Entire agreement: When you agree to these terms, they (and any commercial materials regarding your current subscription, if any) constitute the entire agreement between you and us in relation to its subject matter and supersede anything you and us may have previously discussed or agreed (including any previous version of these terms).

57. Language: We may provide certain commercial materials to you in another language but all other communications and notices made under these terms must be in English. If we provide a translation of these terms, it is for your convenience only and the English language version will take precedence. We will have no responsibility or liability in respect of the content or accuracy of any translated versions of these terms.

58. Enforcement of terms: If there’s any part of these terms that either you or we are legally unable to enforce, that part will be ignored to the extent that it is unenforceable, but everything else will remain enforceable.

59. Interpretation: Words like ‘include’, ‘like’, and ‘for example’ are not words of limitation and where anything is within our discretion we mean our sole discretion.

60A. Our contracting entities and governing law: These terms and any dispute or claim arising out of or in connection with them, their subject matter or their formation (including non-contractual disputes or claims, and preliminary or interim applications or proceedings) will be governed by and construed in accordance with the laws of the Trustpilot entity that you are contracting with as set out in the column entitled “Governing Law” in the table below.

Unless we notify you of a different Trustpilot entity in the commercial materials we provide to you when you sign up (in which case the respective Governing Law which applies to your contract with Trustpilot will be as set out in this table), the Trustpilot entity you’re contracting with and the Governing Law which applies to your contract with Trustpilot will be as set out in the table above.

60B. Jurisdiction: If you are contracting with Trustpilot A/S or with Trustpilot Ltd, then you and we both irrevocably agree that the Courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims, and preliminary or interim applications or proceedings) arising out of or in connection with these terms or their subject matter or formation. Similarly, if you are contracting with Trustpilot, Inc., then you and we both irrevocably agree that the Courts of New York, USA shall have exclusive jurisdiction to settle any such dispute or claim.

61. No waiver: Our failure to exercise, or delay in exercising, a right, power or remedy provided in these terms or by law will not constitute a waiver of that right, power or remedy. Our waiver of any obligation or breach of these terms shall not operate as a waiver of any other obligation or subsequent breach of these terms.

62. Trustpilot’s information rights: You agree to promptly provide information and access for Trustpilot to audit your use of our services and your compliance with these terms and our guidelines.

For example, we may ask for you to provide us with information about your invitation process, including how and when you send review invitations or direct consumers to your business profile page, the templates you use and provide random anonymised examples of invitations.

We will give you reasonable prior notice of any audit. Any audit we undertake will be at our expense and limited to once per calendar year.

63. Conflicts: If there is any conflict or inconsistency between these terms and the commercial materials, the commercial materials will take precedence with respect to that conflict or inconsistency.

(version 7.0)

Introduction

This Data Processing Agreement (“DPA”) supplements and forms part of the Terms of Use and Sale for Businesses or other written or electronic agreement (the “Agreement”) between you and Trustpilot. This DPA, including the annex below, applies only to the extent stated within them (see the Privacy and data use section of the Terms of Use and Sale for Businesses).

Definitions

Words or expressions defined in “quotation marks” have the same meanings each time they are used in this DPA. Unless we say otherwise below, any words or expressions that are defined in the Terms of Use and Sale for Businesses have the same meanings when used in this DPA. 

• “Applicable Data Protection Law” means all laws and regulations applicable to Trustpilot A/S’s processing of Relevant Data under the Terms of Use and Sale for Businesses, including the GDPR and any legislation and/or regulations implementing, or made under or pursuant to the GDPR, such as the UK GDPR or the UK Data Protection Act 2018. 

• “Personal Data”, “Special Categories of Personal Data”, “Controller” and “Processor” have the meanings given in the GDPR.

• “Relevant Data” means personal data as described in the annex below.

• “Trustpilot A/S”, “we”, “us” or “our” means Trustpilot A/S (registration number 30276582), Pilestraede 58, 5th Floor, 1112 Copenhagen K, Denmark.

Relationship between you and Trustpilot A/S

1. Trustpilot will Process Relevant Data solely in accordance with the Agreement or other documented instructions provided by you (whether in written or electronic form), or as otherwise required by laws applicable to Trustpilot and the provision of its products.

2. Trustpilot acknowledges that under Applicable Data Protection Law you are the “data controller” and Trustpilot is the “data processor” of the Relevant Data. 

3. This DPA will apply to you and us for as long as our Terms of Use and Sale for Businesses apply to you, or for as long as we process Relevant Data on your behalf – whichever is longer.

Instructions

4. You instruct Trustpilot A/S to process the Relevant Data in accordance with this DPA and only for the purpose described in the annex below (or as otherwise may be agreed between you and Trustpilot A/S in writing) (the “Purpose”). Trustpilot A/S may not process the Relevant Data for any other purpose, unless it is required under EU law, EU member state law or UK law. In that case, Trustpilot A/S will write to you about why it needs to process the Relevant Data, unless it is restricted by law from informing you.

5. If Trustpilot A/S believes that an instruction given by you violates the Applicable Data Protection Law, Trustpilot A/S will let you know immediately.

6. Trustpilot A/S is not currently aware of being subject to legislation that would prevent it from fulfilling the DPA, but it will let you know without undue delay if that changes or is expected to change.

Transfers of Relevant Data

7. Trustpilot A/S will not transfer Relevant Data outside of the European Economic Area and the UK unless it has taken necessary measures to ensure that the transfer complies with the Applicable Data Protection Law. 

These measures may include transferring the Relevant Data to a recipient in a country that the European Commission has decided provides adequate protection for personal data or to a recipient that has executed standard contractual clauses adopted or approved by the European Commission.

Prohibited data

8. You agree that you won’t disclose to Trustpilot A/S for processing any Personal Data for which you do not have the rights, permissions or consents required under Applicable Data Protection Law to enable Trustpilot A/S to lawfully process it.

Confidentiality

9. Trustpilot A/S will ensure that any person that it authorises to process the Relevant Data will keep the Relevant Data confidential under a contractual obligation of confidentiality or other commitment.

Security practices

10. Trustpilot A/S currently implements the technical and organisational measures described in our white paper on security practices for Trustpilot review invitation services.

11. Trustpilot A/S may change these measures from time to time, but will always maintain appropriate technical and organisational measures that ensure a level of security appropriate to the risk and protect the Relevant Data from being:

• accidentally or unlawfully destroyed, lost or altered,

• disclosed or made available without authorisation, or

• otherwise processed in violation of the Applicable Data Protection Law.

12. Trustpilot A/S will also comply with any other applicable data security requirements that are directly imposed on it, including the data security requirements of the country in which Trustpilot A/S is established and where the data processing will be performed.

13. The appropriateness of the technical and organisational security measures will be based on:

• the current state of the art;

• the cost of their implementation; and

• the nature, scope, context and purposes of processing, as well as the likelihood of risks and the impact on the data protection rights and freedoms of data subjects.

14. On your request, Trustpilot A/S will provide you with sufficient information to enable you to check that Trustpilot A/S is complying with its obligations under the DPA, including that it has implemented the technical and organisational security measures described above.

Audit

15. You may at your own cost appoint an independent expert who (so long as the expert isn’t a competitor of Trustpilot) will be given reasonable access to Trustpilot A/S premises and the information necessary to audit whether Trustpilot A/S complies with its obligations under the DPA - including whether the appropriate technical and organisational security measures have been implemented.

16. You’ll need to let us know at least 14 days before you want your expert to have access. And, before we give them access, they’ll need to enter a customary non-disclosure agreement with Trustpilot A/S that ensures that they treat all information they obtain or receive from Trustpilot A/S and/or its affiliates confidentially - and may only share that information with you.

17. Any findings or reports created on the basis of the expert’s inspection and audit must be shared with Trustpilot A/S and will be treated as confidential information.

Requests from authorities

18. Trustpilot A/S will give authorities, which have a right under EU law, EU member state law or UK law to enter your suppliers’ facilities, reasonable access to Trustpilot A/S physical facilities, provided that their representatives can show proper proof of identity.

19. Trustpilot A/S must, without undue delay after becoming aware of the facts, notify you in writing about any request from an authority for disclosure of the Relevant Data, unless Trustpilot A/S is expressly prohibited from informing you under EU law, EU member state law or UK law.

Security incidents

20. Trustpilot A/S shall, without undue delay after becoming aware of the facts, inform you in writing about any:

• breach of security that results in accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, the Relevant Data transmitted, stored or otherwise processed by Trustpilot A/S; and

• any other material failure to comply with Trustpilot A/S obligations under sections 10 and 11 of this DPA.

Cooperation and data subjects’ rights

21. Trustpilot A/S will promptly assist you with the handling of any requests from data subjects under Chapter III of the GDPR and, where commercially practicable, under any other Applicable Data Protection Law, including requests for access, rectification, blocking or deletion, which relates to our processing of the Relevant Data.

22. If Trustpilot A/S receives such a request, Trustpilot A/S will not respond to it other than to inform the requesting data subject: 

• whether a review invitation email has been sent to the data subject on your behalf; and 

• that he/she should submit his/her request to you, given that you will be responsible for responding to these requests.

23. Trustpilot A/S will assist you with meeting the other obligations that may be imposed on you under EU law, EU member state law or UK law related to data processing where our assistance is necessary for you to comply with your obligations. This includes providing reasonable cooperation to you in connection with any data protection impact assessment that may be required in accordance with article 35 and 36 of the GDPR.

24. Trustpilot A/S will also provide information related to the provision of the services to authorities or your external advisors and auditors if this is necessary for the performance of their duties in accordance with EU law, EU member state law or laws in the UK.

25. In the annex below, Trustpilot A/S has stated the servers, offices etc. used to provide the services under the Terms of Use and Sale for Businesses. You may request information about the servers, offices used by Trustpilot A/S in connection with these services and Trustpilot A/S will respond within 30 days.

Sub-processors

26. Trustpilot A/S may engage third-party sub-processors to process the Relevant Data for the Purpose, provided that Trustpilot A/S imposes data protection obligations on each sub-processor that require it to protect the Relevant Data to at least the same standard imposed on Trustpilot A/S in this DPA. Trustpilot A/S lists its current sub-processors here. If Trustpilot A/S intends to add a new sub-processor, Trustpilot A/S will inform you in advance about any such addition.

27. You can object to any additional or replacement sub-processor before it is appointed, provided that your objection is based on objective and reasonable grounds relating to data protection. If Trustpilot A/S chooses not to suggest an alternative sub-processor, or if you object to all of Trustpilot A/S alternative sub-processors, you may terminate your subscription (if any) by giving us 14 days’ notice. 

28. On your request, we will provide you with a copy of the data protection obligations within the Trustpilot A/S agreement with the sub-processor.

29. Trustpilot A/S will be liable for any breach of this DPA that is caused by an act, error or omission of one or more of its sub-processors.

Deletion or return of Relevant Data

30. Trustpilot A/S will retain the Relevant Data for the following periods:

• 30 days for all BCC emails; and

• Up to 2 years for all other Relevant Data.

31. After these periods have ended, or on your earlier request, Trustpilot A/S will immediately return or delete (including anonymise) the Relevant Data in a manner and form decided by Trustpilot A/S, acting reasonably. This won’t apply to the extent that Trustpilot A/S is required by applicable law to retain some or all of the Relevant Data.

Data Protection Officer

32. You can reach our data protection officer by using the contact form on our website here.  

Legal Effect and Conflict

33. This DPA shall become legally binding between you and Trustpilot upon agreement of our Terms of Use and Sale of Business or other written or electronic agreement.  For matters not addressed under this DPA, the terms of the Terms of Use and Sale for Businesses shall apply. In the event of a conflict between the Terms of Use and Sale for Businesses and this DPA, the terms of this DPA shall prevail.

ANNEX 

Purposes

• Trustpilot will process the Relevant Data as necessary to provide our services to you as defined in the Terms of Use and Sale for Businesses, or as further instructed by you during the term of our Agreement. This includes provision of our review invitation services and related data reporting, the Trustpilot widgets, and the use of certain Trustpilot features which facilitate your collection of additional information from reviewers (such as the ‘request information’ tool). 

Categories of data subjects

• Your customers and consumers. 

Categories of Personal Data (“Relevant Data”) 

• Name; 

• Email address; 

• Reference number, such as an order ID or similar; 

• Any other Personal Data included in the order confirmation messages that you send to your consumers who make purchases from you (if you use the Automatic Feedback Service “AFS”); 

• IP address and associated metadata (if you use our widget services); and 

• Additional information (if you request more data from reviewers via Trustpilot).

Special Categories of Personal Data

Trustpilot A/S does not intentionally collect or process any Special Categories of Personal Data, as it is not needed for the purposes of providing you with our services. However, Special Categories of Personal Data may be processed if you choose to include this data within the order confirmation messages that you send to your consumers who make purchases from you and the type of review invitation service used involves Trustpilot A/S being copied on such messages.

Trustpilot, Inc.
Location: New York, USA

Trustpilot Ltd.
Location: London, United Kingdom

Trpilot PTY Limited
Location: Melbourne, Australia

Trustpilot UAB
Location: Vilnius, Lithuania

Trustpilot GmbH
Location: Berlin, Germany

Trustpilot S.r.l.
Location: Milan, Italy

Trustpilot B.V.
Location: Amsterdam, The Netherlands

Sendgrid (Twilio, Inc.)
Location: USA

Google Cloud EMEA Limited
Location: Dublin, Ireland

Amazon Web Services
Location:
Dublin, Ireland

Sutherland Global Services, Inc.
Location: Pittsford, USA

ClickHouse Inc.
Location: California, USA

(Version 5.0)

This document (the “Supplement”) is part of our Terms of Use and Sale for Businesses and applies only to the extent that we, as a service provider to you, receive data from you about your consumers who are residents of the United States and whose data is protected by the U.S. Privacy Laws.

1. Definitions: words or expressions defined in “quotation marks” have the same meanings each time they are used in this Supplement. Unless we say otherwise below, any words or expressions that are defined in the Terms of Use and Sale for Businesses (including the Data Processing Agreement) have the same meanings when used in this Supplement.

• “Business”, “sale”, “sell” and “service provider”have the meanings given in the CCPA (as defined below).

• “Share” has the meaning given in the CPRA (as defined below).

• “CCPA” means the California Consumer Privacy Act of 2018.

• “CPA” means the Colorado Privacy Act of 2021, together with all implementing regulations.

• “CPRA” means the California Privacy Rights Act of 2020.

• “CTDPA” means the Connecticut Act Concerning Personal Data Privacy and Online Monitoring of 2022.  

• “DPDPA” means the Delaware Personal Data Privacy Act of 2022. 

• “FLDBOR” means the Florida Digital Bill of Rights of 2023.

• “IACDPA” means the Iowa Consumer Data Protection Act 2023.

• “MTCDPA” means the Montana Consumer Data Privacy Act of 2023.

• “NEDPA” means Nebraska Data Privacy Act of 2024.

• “NJDPA” means the New Jersey Data Protection Act of 2024.

• “NHEPA” means the New Hampshire Act Relative to the Expectation of Privacy of 2024.

• “OCDPA” means the Oregon Consumer Data Privacy Act of 2023.

• “TXDPSA” means the Texas Data Privacy and Security Act of 2023.

• “UCPA” means Utah Consumer Privacy Act of 2022. 

• “U.S. Privacy Laws” means the U.S. State data protection and privacy laws that are applicable to our processing of your consumer data, such as CCPA, CPRA, CPA, CTDPA, DPDPA, FLDBOR, IACDPA, MTCDPA, NEDPA, NJDPA, NHEPA, OCDPA, TXDPSA, VCDPA, UCPA and any other state or local laws in force and effect that apply to U.S. Residents’ Data as may be amended, repealed, and replaced from time to time.

• “U.S. Residents’ Data” means the U.S. residents’ data which is protected by the U.S. Privacy Laws.

• “VCDPA” means Virginia’s Consumer Data Privacy Act of 2021.

2. Compliance with the U.S. Privacy Laws: We are aware of and will comply with the requirements of the U.S. Privacy Laws in connection with our services we provide to you.

3. Your instructions: Except as necessary to provide our services to you or unless otherwise permitted by the U.S. Privacy Laws:

we will not process, retain or use the U.S. Residents’ Data; and

we will not sell, share or disclose the U.S. Residents’ Data to any third party.

4. Invitation data: If the type of review invitation services we provide to you requires us to receive or process invitation data that is the U.S. Residents’ Data, then we process that invitation data in accordance with the Data Processing Agreement. You are solely responsible for ensuring that consumers’ privacy requests are communicated to us, and for ensuring that consumers’ privacy rights are complied with in accordance with the U.S. Privacy Laws.

5. Security practices: The security practices that we apply to the U.S. Residents’ Data, will be the same as those that we describe in the Security practices section of our Data Processing Agreement.
On your request, we will provide you with sufficient information to enable you to check that we are complying with these security practices.

6. Training and confidentiality: We will ensure that all persons who have access to the U.S. Residents’ Data in the course of providing services to you are informed of how the U.S. Residents’ Data must be handled under the U.S. Privacy Laws and are subject to a duty of confidentiality.

7. Consumer requests: You or we may receive requests from your consumers attempting to exercise their rights under the U.S. Privacy Laws in connection with your use of our services (“consumer requests”).

If we receive a consumer request, we will inform the requesting consumer that he/she should submit his/her request to you, given that you will be responsible for responding to these requests; and

If you receive a consumer request, we will provide you with reasonable assistance to respond to it as required by the U.S. Privacy Laws.

8. Deleting and retaining the U.S. Residents’ Data: At your request, we will, or will give you access to, delete all or part of the U.S. Residents’ Data, unless we are permitted to retain such information under the U.S. Privacy Laws or required to retain it under applicable law. To the extent we retain U.S. Residents’ Data, it will remain subject to our Terms of Use and Sales for Businesses (including the Data Processing Agreement) and this Supplement.

This HIPAA Business Associate Addendum (“BAA”) is part of our Terms of Use and Sale for Businesses and applies only to the extent that you, acting as a Covered Entity under HIPAA, share Protected Health Information about your consumers with us and to the extent we, as a result, are deemed under HIPAA to be acting as your Business Associate.

1. Definitions

Words or expressions defined in “quotation marks” have the same meanings each time they are used in this BAA. Unless we say otherwise below, any words or expressions that are defined in the Terms of Use and Sale for Businesses (including the Data Processing Agreement) have the same meanings when used in this BAA.

• “Business Associate”, “Breach”, “Covered Entity”, “Required by Law”, “Security Incident” and “Subcontractor” have the definitions given under HIPAA.

• “Covered Services” means one or more of our review invitation services, as defined in the Terms of Use and Sale for Businesses (when you send (or we send on your behalf) invitations to your consumers asking them to write a review on our platform about your services, locations and/or your products).

• “HIPAA” means the Health Insurance Portability and Accountability Act of 1996 and the rules and the regulations made under it, as amended.

• “Protected Health Information” or “PHI” has the definition given to it under HIPAA and for purposes of this BAA is limited to PHI which is part of invitation data to which we have access through the Covered Services.

2. Permitted use and disclosure of PHI: Except as otherwise stated in this BAA, we will only use or disclose PHI as necessary to perform the Covered Services, or as Required by Law.

3. Invitation data: If the type of review invitation services we provide to you requires us to receive or process invitation data that is PHI, then we will process that invitation data in accordance with the Data Processing Agreement.

4. Security practices: We will use appropriate safeguards designed to prevent unauthorized use or disclosure of PHI, and as otherwise required under HIPAA, with respect to the Covered Services. The security practices that we apply to PHI, will be the same as those that we describe in the Security practices section of our Data Processing Agreement.

On your request, we will provide you with sufficient information to enable you to check that we are complying with these security practices.

5. Reporting: We will without undue delay after becoming aware of the facts, inform you in writing about any finding of a Security Incident (excluding any unsuccessful attempt) regarding PHI, including a Breach of unsecured PHI.

6. Subcontractors: We will take appropriate measures to ensure that any Subcontractors used to perform our obligations under the Terms of Use and Sale for Businesses that require access to PHI are bound by written obligations that provide at least the same material level of protection for PHI as this BAA. We will be liable for any breach of this BAA that is caused by an act, error or omission of one or more of our Subcontractors

7. Access and amendment: We will provide you with access to PHI via the Covered Services so that you may fulfill your obligations under HIPAA with respect to individuals’ rights of access and amendment, but will have no other obligations to you or any individual with respect to the rights afforded to individuals by HIPAA, including rights of access or amendment of PHI.

8. Accounting of disclosures: We will document our disclosures of PHI and make available the information required to provide an accounting of disclosures, as necessary to satisfy your obligations under HIPAA.

9. Access to records: Unless we are prohibited under applicable laws or regulations, we will make our internal practices, books, and records concerning the use and disclosure of PHI received from you, available to the Secretary of the U.S. Department of Health and Human Services (the “Secretary”) for the purpose of the Secretary determining your compliance with HIPAA.

10. Term and termination: If we materially breach this BAA, you may exercise your termination rights in accordance with the Terms of Use and Sale for Businesses.

Upon termination of the Terms of Use and Sale for Businesses we will return or delete (including anonymise) PHI received from you as part of your use of Covered Services. This won’t apply to the extent that we are required under applicable laws or regulations to retain some or all of the PHI.

(version 2.0)

Trustpilot defines a Content Using Customer as a company that has obtained a limited non-exclusive license from Trustpilot to use and/or display Trustpilot Content related to that company's websites on their own platform. For a company to be a Content Using Customer, it is a requirement that the company is subscribing to Trustpilot’s paid services.

Trustpilot defines a Content Using Partner as a company that has obtained a limited non-exclusive license from Trustpilot to use and/or display specific Trustpilot Content related to third-party companies on their own platform. It is a requirement that a Content Using Partner has a written and valid partner agreement in place with Trustpilot.

In this document, a Content Using Customer and a Content Using Partner are collectively referred to as “Content User(s)”. Please refer to the specific contractual terms in place between Trustpilot and the Content User for a definition of Trustpilot Content.

Trustpilot requires that a Content User must adhere to the requirements in this document and in the contractual terms in place between the Content User and Trustpilot when using Trustpilot Content.

The Content User’s platform may retrieve Trustpilot Content from Trustpilot’s API in real time. However, in some situations, the Content User may need to copy Trustpilot Content to its own platform and to have its own applications use this copy of the Trustpilot Content instead of retrieving the Trustpilot Content in real time. Such needs could arise from e.g. operational requirements for the Content User’s platform or application design. It is the Content User’s decision whether there is such a need.

If the Content User decides to copy Trustpilot Content to its platform, the Content User assumes and accepts responsibility for keeping the Trustpilot Content up-to-date and accurate and must comply with the requirements of this document.

Requirements

The Content User must ensure that Trustpilot Content that is used on the Content User’s platform is always accurate and up-to-date.

By using Trustpilot Content from Trustpilot’s API in real time, the Content User will be using accurate and up-to-date Trustpilot Content.

Should the Content User choose to copy Trustpilot Content to its own platform, the Content User must ensure that the copy of the Trustpilot Content is kept sufficiently accurate and up-to-date by complying with the following:

• Ensure that new Trustpilot Content is reflected on the Content User’s platform within a maximum of 24 (twenty-four) hours after the Trustpilot Content was created.

• Ensure that changes of Trustpilot Content are reflected on the Content User’s platform within a maximum of 24 (twenty-four) hours after the change took place.

• Ensure that deletions of Trustpilot Content are reflected on the Content User’s platform within a maximum of 24 (twenty-four) hours after the deletion took place.

• Own and manage any feedback made to Trustpilot or to the Content User about Trustpilot Content used on the Content User's platform not being updated or being inaccurate and ensure that such feedback is resolved with urgency.

The Content User must refer to https://developers.trustpilot.com/ for requirements and guidance on how to integrate with Trustpilot’s platform.

(version 3.0, September 2026)

Key takeaways

These Legal Brand Guidelines ("Brand Guidelines") go into detail. Here are the key things to be aware of. This summary is for orientation only. The rules that apply to you are those set out in the sections below.

• Your plan determines what you can use. Paid plans can display our logos, ratings and widgets. Free plans can link to their Trustpilot profile in plain text.

• Show your rating accurately and keep it current. Always show your total review count and our logo alongside a rating, use a live widget on your website, and refresh any rating that doesn't update automatically.

• Quote reviews exactly. Never change a reviewer's words. Get permission to use a reviewer's name, or anonymise the quote.

• You don't need our approval for use within your plan, and compliance is your responsibility. What you can use is set by your plan and by these Brand Guidelines.

• Don't supply our Brand Assets to anyone else. A third party that wants to display Trustpilot content needs its own agreement with us.

• Only make claims a consumer can check. If your position on Trustpilot can't be verified on our website, don't claim it.

• You can compare yourself with others, provided the comparison is like for like, accurate for everyone named, and doesn't disparage anyone.

• Don't alter our Brand Assets. Use them exactly as we supply them.

• We'll act on misuse, as set out in our Action We Take policy. We'd much rather help you get it right first.

1. Introduction

Our Brand is one of our most important assets. We love it when businesses use our Brand in the right way to show the world that they truly care about creating a better experience for their consumers.

Consumers rely on our Brand and our Brand Assets to make decisions. When someone sees our stars, a TrustScore or a Trustpilot review in your marketing and advertising, they're using it to help them decide whether to buy from you. That only works while what they're seeing is accurate.

Our Brand carries that trust in both directions: consumers get a signal they can rely on, and businesses get the benefit of it. So when our Brand is misused or displayed in a misleading way, both sides lose. Consumers are misled at the very moment they're making a decision, the integrity of the reviews is undermined, and our Brand is worth less to every business that displays it properly. That's why it's important that you follow these Legal Brand Guidelines ("Brand Guidelines") whenever you use or display our Brand.

Whenever you use or display our Brand, you agree to do so in line with:

• these Legal Brand Guidelines;

• our Terms of Use and Sale for Businesses ("Terms");

• our Guidelines for Businesses;

• our Content Refresh Guidelines, if you are a paid subscriber or partner who copies Trustpilot Content to your own platform; and

• the style guidance on our Brand Hub.

These Brand Guidelines set out the legal requirements for using our Brand. The Brand Hub sets out how to apply it visually. By using our Brand and Brand Assets, you agree to follow both.

2. What we mean by our Brand and our Brand Assets

This section sets out what we mean by our Brand and our Brand Assets.  Our Brand means everything that identifies Trustpilot, including the reputation and goodwill attached to it.  Our Brand Assets are the specific parts of our Brand that we make available to businesses.  They include the following, and we may add to or change them.  

Our identity

Our name, logos and word marks.  Our word marks are the words and terms we use to identify ourselves and our features, in plain text and regardless of styling.  They include Trustpilot and TrustScore.  A word mark is protected however it appears, so using one of these terms in text is a use of our Brand just as much as displaying our logo is.  

What we publish about your business 

The TrustScore. An overall measure of reviewer rating for a business, calculated from the reviews on its Trustpilot profile and weighted so that it reflects reviewers' more recent experiences.

The Star Rating. The TrustScore or Product Score visualised as a rating from 1 to 5 stars, including half stars. Standard rounding applies, so the Star Rating is rounded up or down to the nearest half or full star.

The Star Label. The word we use to describe a TrustScore: Excellent, Great, Average, Poor or Bad.

The Product Score.  A simple average of the product reviews collected for a specific item.  

Category Rankings. Your position relative to other businesses within a category on Trustpilot. Category Rankings can be filtered by market.

What we supply so you can display it

Widgets. A widget is a small piece of code you add to your website, emails or marketing and advertising materials. It automatically displays live reviews, Star Ratings and the TrustScore from Trustpilot, so that what a consumer sees is current. Our widgets include:

• website widgets, which display your reviews, TrustScore and Star Rating on your site;

• email and newsletter widgets, including our email signature widget and newsletter widget; and

• the Review Collector Widget, which invites customers to write a review directly from your own site.

The range of widgets available to you depends on your plan.

High resolution images, video and other assets. Graphics, logos, video and templates that you can use to invite reviews or showcase your reviews, TrustScore or Star Rating in print and digital formats.

Review invitations. The invitations we send on your behalf carry our name and logos. You must not alter, remove or obscure our branding in an invitation, or present an invitation as though it came from somewhere other than Trustpilot.

The rules in these Brand Guidelines apply equally to all Brand Assets.

3. What you can use

Your entitlement to use our Brand Assets is determined by your Trustpilot plan. The Brand Assets you may use are those made available to you in your Trustpilot Business Account. You can see them in the "Showcase" section at businessapp.b2b.trustpilot.com. If you're not sure whether something is included in your plan, check there first.

You don't need our permission to use the Brand Assets and tools available to you in your Business Account, provided you follow these Brand Guidelines.

What your plan includes? 

If you're on a paid plan, you may use the Brand Assets made available to you in your Business Account, in line with these Brand Guidelines and the Brand Hub.  Only customers on a paid plan may display Trustpilot reviews, ratings or visual Brand Assets in their marketing and advertising.  

If you're on a free plan, you may refer to Trustpilot in plain text, with a hyperlink to your Trustpilot profile page. For example: "See our reviews on Trustpilot."You must not display our logos, the Star Rating or star graphics, your TrustScore, your Star Label, your Category Ranking, or any widget that displays reviews or ratings.

This restriction applies to showcasing reviews and ratings. It does not affect collecting them. You can use the Review Collector Widget to invite customers to write reviews, and to use the review collection tools in your Business Account.

To display our logos, ratings and showcase widgets, you'll need to be on one of our paid plans.

Businesses without a Trustpilot Business Account must not display our Brand Assets, their TrustScore or their Star Rating on their websites or in their marketing and advertising.

You must not claim or imply that your business is rated or reviewed on Trustpilot if it has no Trustpilot profile at all. If your business does have a profile that you haven't claimed, you may state accurately that you are reviewed on Trustpilot and link to that profile, but you must not display our Brand Assets until you have claimed it and hold a plan that permits them.

Claiming your profile is free. You can create a free account today.

Widgets, APIs and custom implementations

Use only our official widgets. You must not use unauthorised widgets, plug-ins, extensions or applications to display Trustpilot content, including reviews, your TrustScore, Product Score, Star Rating or Star Label. This applies whether the tool is free or paid, whoever provides it, and regardless of whether it presents accurate data.

Custom widgets require a plan that includes them. You must not build or use a custom widget unless your plan provides for it.

Use our API only as permitted. If your plan includes API access, you must use our API in accordance with your subscription, our Terms and the requirements at developers.trustpilot.com. Using our API outside those terms, including to populate displays your plan doesn't permit, breaches these Brand Guidelines.

Where your entitlement stops 

Your entitlement covers your own claimed domains and your own marketing and advertising.  Any other use or display of our Brand Assets needs our permission first.  In particular: 

• You must not use any Brand Asset that falls outside your plan; 

• You must not display our Brand Assets on a domain you have not claimed, or do not control, other than by having your own advertising published or distributed on your behalf; and 

• You must not supply our Brand Assets or Trustpilot content to a third party for that party to display in its own right.  

Sharing our Brand Assets with a third party.  Another business may ask you to share your TrustScore, Star Rating or reviews.  This includes comparison sites, affiliates, marketplaces and resellers, media agencies and ad networks.  These two situations are treated differently.  

Publishing your material is allowed.  You may give a third party your own finished marketing or advertising material that features our Brand Assets, so they can publish or distribute it unchanged.  The material remains your advertising, and these Brand Guidelines continue to apply to it, including the rules in section 5 of accuracy, date stamps and refreshing static ratings.  

Building their own display is not.  You must not supply our Brand Assets or Trustpilot content to a third party for that party to render itself, combine with other businesses’ data, or present as part of its own product or listing.  A comparison site, affiliate listing or marketplace that wants to show Trustpilot content, about your business or any other, needs its own agreement with us and cannot reply on your plan.  If you are asked to provide your TrustScore for that purpose, please point them to us.  

If you are not sure which it is, ask whether the third party is publishing your material or building its own display.  If they are altering the asset, adding another business’s data, or generating the display themselves, they need their own agreement.  

You remain responsible for any use you enable, whether or not you control how it is displayed.  

Other users of our Brand 

If you're a Trustpilot Partner, you may use our Brand in accordance with your Partnership Agreement and these Brand Guidelines. Partners should also follow our SEO requirements for partners. If you're not sure what your Partnership Agreement permits, please contact your Trustpilot contact.

Press and media may use our name, word marks, logos and symbols by following these Brand Guidelines and the guidance on our Brand Hub. For press or media queries, please contact press@trustpilot.com.

4. Using our name, word marks and logos

Our name, logos and word marks are how consumers recognise us.  If they are altered, or if it is not clear that content comes from Trustpilot, that recognition breaks down.  The rules below keep our Brand Assets recognisable and the source clear.  

Use them as we supply them 

Display, spell and capitalize our name correctly. We're "Trustpilot", not "TrustPilot" or "Trust Pilot".

Don’t alter our Brand Assets.  You must not change our name, word marks or logos.  This includes changing colours, proportions or shapes, adding effects, or redrawing them.  

Use current assets, and follow the Brand Hub. Use the logos and Brand Assets currently available in your Business Account or on our Brand Hub, and follow the Brand Hub on spacing, sizing and typeface.  You must not continue to use a logo or Brand Asset that we have suspended or withdrawn.  

Make it clear the content is ours  

Always show our name and logo with our content. Whenever you display your TrustScore, Star Rating, Star Label or Trustpilot reviews, our name and logo must appear with it, so that it's clear to consumers that the content comes from Trustpilot.

Don't remove our notices. You must not remove any Trustpilot Brand Assets, proprietary notices or labels from our platform or from materials we provide to you.

Don’t take our Brand as your own 

Don't use our name or word marks as your own. You must not use our name or word marks as part of your business, brand or product name, even as a close misspelling. This confuses and misleads consumers.

Don't suggest we endorse you. You must not use our Brand in a way that suggests we authorise, endorse or recommend your business, or any third party product or service. As set out in our Terms, your use of our services and Brand Assets is not an approval, endorsement or recommendation by us.

5. Displaying your TrustScore, Star Rating, Star Label and Category Ranking

This section covers whose data you can show, what has to appear alongside it, and how to show it depending on where it appears. 

Make sure what you display is accurate and not misleading. You are responsible for ensuring that any TrustScore, Star Rating, Star Label, Product Score, category ranking or review you display is correct and up to date, in any channel, online or offline. The rules below set out specific requirements, but they don't limit this general obligation.

Whose data can you show?  

Only display data that belongs to the business you're featuring. Display the TrustScore, Star Rating, Star Label, Product Score or category ranking for the domain you're featuring, and don't present another business's data as though it were yours. That includes the data of a parent company, subsidiary or other group brand whose domain you haven't claimed.

The same applies within your own business. Don't display the data for one of your domains on another domain, and don't present an individual review's Star Rating or Product Score as though it represented your business overall.

Merged profiles.  Where several of your domains are covered by a single merged Trustpilot profile, you may display that profile's data on any of those domains. Where your domains have separate profiles, each domain must display its own profile's data.

What must appear alongside it? 

Always show your total review count. Whenever you display your TrustScore, Star Rating or Star Label, show the total number of reviews alongside it. This gives consumers the context they need to interpret the rating.

Label your TrustScore. Include the word "TrustScore" next to the number, so consumers don't confuse it with your Star Rating.

Use a live widget on your website. On your own website, use a widget so that what consumers see is live and accurate. You must not substitute a static image for a widget. Static assets are for material where a live widget isn't possible, such as print, broadcast or email.

Date stamp anything that doesn't update itself. Where you showcase reviews, your TrustScore or your Star Rating in material that doesn't update automatically, including print, out of home, broadcast, email footers, digital banners and downloadable assets, you must include a date stamp in the format "Trustpilot rating as of [Month/Year]", in a font size of at least 8pt.

Keep static ratings current. Refresh any rating that doesn't update automatically at least every 30 days, and within 5 working days if your TrustScore falls by more than 0.2. This doesn't apply to print, out of home or broadcast material already in circulation, where the date stamp tells consumers when the rating was captured. You must, however, refresh the rating whenever you reissue, reprint or re-run that material.

If you are a paid subscriber or partner who copies Trustpilot Content to your own platform, our Content Refresh Guidelines apply to that content instead, and require you to reflect new content, changes and deletions within 24 hours.

Link back to your profile. Whenever you use our Brand online, link to your Trustpilot profile page so consumers can verify what you're showing them.

Product Score follows the same rules.  Everything above applies equally to your Product Score: show it alongside the product’s review count, label it clearly, use a live widget where possible, date stamp and refresh static versions, and link back to the relevant product review page.  In addition: 

• You must not display product reviews in a misleading way.  

• You must not display Product Score widgets on your homepage or landing page, or in connection with an unrelated product.  

Comparisons have their own rules. You may compare your TrustScore, Star Rating, Star Label, Product Score or category ranking with other businesses', provided you follow section 8.

We also recommend

• Using call to action copy that invites consumers to visit your profile to read the full reviews and see your replies.

• Following the placement and contrast guidance on our Brand Hub, which covers how to keep our Brand Assets legible against colourful and dark backgrounds.

6. Quoting reviews in your marketing and advertising

Reviews are user generated content owned by the reviewers who wrote them. We have a licence to display those reviews on Trustpilot and to make them available to businesses who use our platform. Reviewers can edit or delete their reviews at any time.

If you're on a paid plan, you may use Trustpilot reviews in your marketing and advertising, provided you follow the rules below.  These rules apply equally to service reviews and product reviews.  

Quote reviews exactly. Review quotes must be reproduced exactly as written. You must not change the words, pronouns, tense or punctuation.

You may use an ellipsis to shorten a quote for length, provided the original meaning is preserved in full. You must not use an ellipsis to remove qualifications, criticism or context in a way that changes how the review reads.

Don't use quotes out of context. Separately from the wording of the quote itself, you must not present a review in surrounding copy, imagery or placement that changes how a consumer would understand it.

Show the date and rating. You must display the date of the review and the review's Star Rating beside the quote. Our name and logo must appear with it. See section 4.

Stop using reviews that have changed. If a reviewer edits or deletes a review you're featuring, stop using the original version in any material you can still change, and don't use it again when you next reissue, reprint or re-run material that's already in circulation. Where you copy Trustpilot Content to your own platform, the Content Refresh Guidelines in section 5 apply.

Protect reviewer privacy. When you feature an individual reviewer's quote in your own marketing or advertising material, you must either:

• obtain that reviewer's explicit, documented permission to use their name; or

• fully anonymise the quote before publishing it, so that the reviewer cannot be identified from it.

You must never publish a reviewer's profile photo without their explicit, documented permission.

This doesn't apply to reviews displayed through a widget, which shows reviewer information as it appears on Trustpilot.

We also recommend

• Keeping featured quotes short enough to be read comfortably in the format you're using.

• Asking reviewers for their permission before featuring their reviews in advertising, even where you've anonymised the quote.

7. Approval and your responsibility

You don't need our approval. We don't approve, sign off or pre-clear individual campaigns, creative or uses of our Brand Assets that fall within your plan and these Brand Guidelines. If your use follows these Guidelines, you do not need to ask us first.  

Some things do need our permission first. Use that falls outside your plan or outside these Brand Guidelines needs our permission before you go ahead. That includes use on a domain you haven't claimed, and supplying our Brand Assets or Trustpilot content to a third party for that party’s own display.

If your use follows these Brand Guidelines, you don't need to ask us first. If it doesn't, it isn't permitted, whether or not you've spoken to anyone at Trustpilot about it.

This means responsibility for compliance sits with you. Nothing we say about your marketing, whether in conversation, in correspondence, or in response to a question, permits a use that these Brand Guidelines don't, and we may act on misuse at any time whether or not we have seen the material before.

Getting help. If you're unsure whether something is permitted, ask us before you publish. 

8. Ranking, superlative and comparative claims

What counts as a ranking, superlative or comparative claim

A ranking, superlative or comparative claim is any statement that positions your business against other businesses on Trustpilot. This includes naming a position, claiming to be the best, the highest, the top or the most, and comparing yourself with a named competitor.

These are ranking, superlative or comparative claims:

• "Ranked No. 1 in [category] on Trustpilot"

• "The top rated [category] company on Trustpilot"

• "The most trusted [category] company on Trustpilot"

• "Best rated on Trustpilot"

• "Nobody in [category] is rated higher on Trustpilot"

• "Rated higher than [competitor] on Trustpilot"

• “Our [product] has the highest Product Score in [category] on Trustpilot”

These are not. They're factual statements about your own profile, and sections 4 and 5 cover them instead:

• "Rated 4.8 on Trustpilot", which is your TrustScore

• "Rated Excellent on Trustpilot", which is your Star Label

• “Our [product] is rated 48 on Trustpilot”, which is a Product Score

• "Over 10,000 reviews on Trustpilot"

• "See our reviews on Trustpilot"

Claims about your own products or service that don't reference Trustpilot or your position on it aren't covered by this section.

Some superlatives refer to things we don't measure. We publish a TrustScore, a Star Rating, a Star Label, a Product Score and Category Rankings, which can be filtered by market. We don't publish a "most trusted" ranking or a "best value" ranking. A claim that cites a measure we don't publish can't be checked by anyone, including us, so it must not be made.

Because these claims are statements about our platform rather than about your own products, they carry a higher risk of misleading consumers.

Making a claim

Consumers must be able to verify your claim on Trustpilot. Any claim under this section must be accurate at the time of publication and capable of being checked by a consumer on the Trustpilot website.

If a claim can't be verified on Trustpilot, don't make it. This includes claims of being "the most trusted", "the best" or "number one" without identifying a category a consumer can look up, and any claim that relies on a measure we don't publish.

Link to where the claim can be verified. Claims must be accompanied by a link to the relevant category page. Where a link isn't possible, such as in print or broadcast, include a date stamp showing when the position was captured.

Numerical claims must state your current position, category and review count. For example:

• "Ranked No. 1 in [category] based on [xxx] reviews on Trustpilot"

• "Ranked No. 1 in [category] among businesses with more than [xxx] reviews on Trustpilot"

• "Among the top rated businesses in [category] based on [xxx] reviews on Trustpilot" (if your business features in "Best companies in this category")

Softer claims must still be accurate. Claims that don't assert a specific position don't need to state a review count, but must be accurate and verifiable on Trustpilot at the time of publication. For example:

• "Among the top rated businesses in [category] on Trustpilot"

• "One of the highest rated [category] companies on Trustpilot"

Using one of the examples above doesn't make a claim accurate. You are responsible for checking that your position is what you say it is, at the point you publish.

Market and country claims. You may claim a position within a market or country where our category ranking supports that filter and a consumer can check it. Say which market you're referring to, and link to the filtered category page. If we don't publish a ranking for the market you want to claim, don't claim it.

Stop making a claim that's no longer true. Category positions change. If your position changes, stop making the claim in any material you can still change, and don't repeat it when you next reissue, reprint or re-run material already in circulation.

Comparing your business with others

You may use Trustpilot data to compare your business or products with others. This applies whether you name a competitor or claim a position without naming anyone.

A comparison must:

• compare like with like, meaning the same category, the same market or filter, the same product type, and businesses offering products or services that meet the same needs;

• rely only on data we publish, and be verifiable on Trustpilot at the time of publication;

• state the basis of the comparison, including the category, any market or filter applied, the review counts, and the date;

• be accurate for every business or product referenced, not only for you; and

• link to where a consumer can check it, or carry a date stamp where a link isn't possible.

A comparison must not:

• discredit or disparage another business or product, or present its rating in a way intended to belittle it;

• create confusion between your business and another, or use another business's name, logo or trademarks in a misleading way;

• suggest that we made the comparison. We publish data. We don't rank, award or accredit businesses or products against one another, and you must not imply that we do, that we endorse your claim, or that we have verified it; or

• rely on data that is out of date for any business or product referenced, including the other business.

We won't verify another business's data for you. We won't confirm, comment on or supply another business's data for your marketing or advertising, and we won't help you develop a comparative claim. We're a neutral platform and we don't take sides between businesses.

Regulated sectors. If you operate in a heavily regulated sector, such as financial services, insurance, or health and medical, the rules on comparative advertising in your sector may be stricter than these Brand Guidelines. Following these Brand Guidelines doesn't mean your advertising complies with those rules, and you are responsible for both.

9. Misuse and enforcement

Misuse of our Brand means using our Brand, our Brand Assets or Trustpilot content in any way that breaches these Brand Guidelines or our Terms. 

Common examples include:

• displaying an incorrect or out of date TrustScore, Star Rating, Star Label or Product Score;

• using a static image in place of a live widget on your website;

• using a widget or Brand Asset that isn't included in your plan;

• using an unauthorised widget, plug-in or application to display Trustpilot content;

• supplying our Brand Assets or Trustpilot content to a third party for that party to display in its own right;

• claiming to be rated on Trustpilot without a Trustpilot profile;

• making a ranking, superlative or comparative claim a consumer can't verify; and

• displaying our Brand Assets without a plan that permits them.

Misuse is not limited to these examples.

What we'll do

If we find misuse, we'll take action to correct it. Wherever we can, we'll start by telling you what's wrong and giving you the chance to put it right.

Depending on how serious the misuse is and whether it continues, the action we take can range from letting you know, through to restricting your account, placing a notice on your Trustpilot profile page, ending your subscription and taking legal action. This is set out in full in our Action We Take policy.

Ask us first

If you think something you're planning might fall the wrong side of these Brand Guidelines, please ask us before you publish it. We'd much rather help you get it right the first time than ask you to take it down afterwards.

10. Legal

Our Brand Assets are the property of Trustpilot A/S and are protected by applicable copyright, trademark and other legislation. Nothing in these Brand Guidelines transfers ownership of the Brand Assets to you, and all goodwill arising from use of the Brand Assets belongs to us. You are granted only a non-exclusive, revocable licence to use the Brand Assets as specified in these Brand Guidelines and our Terms.

This section restates, in formal legal terms, obligations that are also explained in plain language in sections 3 and 4.  If the practical detail of what you can and can’t do differs, sections 3 and 4 govern; this section governs the legal basis on which that licence is granted.  

The Brand Assets you are permitted to use are those shown in your Business Account. You should always display, spell and capitalise the Brand Assets exactly as they are shown in your Business Account and on our Brand Hub.

You may not use or register our Brand or Brand Assets, in whole or in part, as or as part of a company name, trade name, product name or service name. This includes our trademarks, word marks, Trustpilot owned graphic symbols, logos, and modifications of any of them.

You may not use other variations of our Brand Assets for any purpose, or use our Brand Assets or any other Trustpilot owned graphic symbol, logo or icon in a disparaging manner.

You must not repackage, resell, transfer, assign, distribute, host, sublicense or otherwise commercially exploit our Brand Assets or Trustpilot content, or supply them to a third party for that party’s own use or display. This does not prevent you from having your own marketing or advertising material published or distributed on your behalf.  

You also agree not to use our Brand Assets in a manner that would imply Trustpilot's endorsement, affiliation, sponsorship or support of a third party product or service.

If your subscription or agreement with us ends, or if we terminate it, you are no longer entitled to use our Brand Assets and must remove them from your website and promotional materials.

We may revoke permission to use the Brand Assets at any time, and may require you to stop using any content we consider to be inconsistent with the Trustpilot Brand. We also have the right to take action against any unauthorised use of our Brand or goodwill, and we may terminate any licences granted under these Brand Guidelines or our Terms as a result of a breach.

11. Get in touch

If you have any questions about these Brand Guidelines, or about how to use our Brand Assets in general, please get in touch. We're happy to help.

12. Interpretation and updates

We have the final say on the interpretation and application of these Legal Brand Guidelines, and we may update them at any time.

(version 1.5)

Trustpilot defines a Content Syndication Partner as a company that has obtained a limited non-exclusive license from Trustpilot to show specific Trustpilot Content, that Trustpilot is indexing with search engines, on their specified online channels, e.g. on their website, where this Trustpilot Content relates to third party companies.

Please refer to the specific contractual terms in place between Trustpilot and the Content Syndication Partner for a definition of Trustpilot Content and clarification of what Trustpilot Content is licensed to the Content Syndication Partner. However, please note that there are two types of Trustpilot Content:

Trustpilot Review Content, covering data about each individual Trustpilot review, e.g. Reviewer Name, Review Date, Review Subject, Review Body, Company Reply and Company Report Reason.
Trustpilot Aggregated Content, covering data that Trustpilot has aggregated from the Trustpilot reviews, e.g. Company Name, Trustscore, Trustscore Stars, Trustscore Text, Number of Reviews, Date of Most Recent Review.
To show this Trustpilot Content in accordance with this license, the Content Syndication Partner must adhere to the requirements in this document and in the contractual terms in place between the Content Syndication Partner and Trustpilot.

The requirements in this document are non-negotiable.

Non-compliance with the requirements may result in immediate termination of the contract in place between Trustpilot and the Content Syndication Partner.

The Content Syndication Partner is assumed to have sufficient prior knowledge about SEO to understand the requirements and the recommendations. The Content Syndication Partner may reach out to Trustpilot for clarification.

Requirements

The requirements in this document serve to ensure that the Content Syndication Partner informs search engines and end users about the origin of the Trustpilot Content.

Linking

This section is relevant for both Trustpilot Review Content and Trustpilot Aggregated Content.

The Content Syndication Partner must link back from the Content Syndication Partner page on which the Trustpilot Content is shown to the Trustpilot Company Profile page from where the Trustpilot Content originates. The reasoning behind this is that users should be able to easily see and verify where the syndicated Trustpilot Content is coming from.

Details:

• The link must be “follow”.

• The link may not redirect or be dynamic.

• The link must be accessible and must be shown above the fold.

Background documentation:
https://support.google.com/webmasters/answer/66359?hl=en

As an example, the link could be a Trustpilot logo with the text including “Trustpilot”.

Indexing

This section is only relevant for Trustpilot Review Content.

The Content Syndication Partner must mark the Content Syndication Partner page to search engines as being a copy of content of a Trustpilot page or, if the Content Syndication Partner page is showing content from multiple sources, ensure that the Trustpilot Content is not indexed by search engines.

To mark the Content Syndication Partner page to search engines as being a copy of Trustpilot Content of a Trustpilot Company page, the Content Syndication Partner must canonical back to another Content Syndication Partner page where no Trustpilot Content is indexed or to the Trustpilot Company Profile page from where the Trustpilot Content originates.

Background documentation:
https://support.google.com/webmasters/answer/66359?hl=en

Alternatively, the Content Syndication Partner must ensure that the Trustpilot Content is not indexed by search engines. There are multiple techniques of how this can be achieved.

Background documentation:
https://support.google.com/webmasters/answer/66359?hl=en

Structured Data Markup

This section is only relevant for Trustpilot Review Content.

With the search engines being appropriately informed about the origin of the Trustpilot Content, parts of the Trustpilot Content is unavailable for structured data markup by third parties.

The Content Syndication Partner may not include this Trustpilot Content in their markup.

Google is clear about considering markup of content belonging to third parties as artificially inflating scores and ratings, and Google is known to find and penalize such behavior, and to penalize it hard. In our knowledge, Google would typically only penalize the Content Syndication Partner, but when the Content Syndication Partner e.g. has strong ranking authority such risk might spread to Trustpilot, which Trustpilot cannot accept.

Background documentation:
https://developers.google.com/search/docs/guides/intro-structured-data#structured-data-guidelineshttps://support.google.com/webmasters/answer/3498001?hl=en

Recommendations

Social Profile Links
The Content Syndication Partner is recommended to implement SameAs to point to applicable Trustpilot Company Profile page.

The SameAs property is the structured data markup informing search engines of the page that is original source of the reviews, ref. https://developers.google.com/search/docs/data-types/social-profile-links

Introduction & purpose

Trustpilot Group plc and its group companies (together referred to as "Trustpilot", "we", "our" or “us”) are committed to doing business in an honest and ethical manner. 

This Code of Ethics reflects our commitment to conduct business with the highest ethical standards, based on Trustpilot’s core values and guiding principles which aim to help everyone do the right thing, even when it’s hard — setting a clear expectation for ourselves and others regarding appropriate standards of conduct.

Who is covered by this policy?

This policy applies globally to everyone who works for us, uses our platform or services, or does business with us (our “community”).

We train and require the people who work for us to act in a way that reflects strong ethical judgement, promotes trust, and lives up to our values.  We expect the same standard of conduct from everyone in our community.

Trustpilot’s values

Trustpilot’s vision is to be the universal symbol of trust.  Central to achieving this are our values, which are at the core of who we are and guide us in how we behave, make decisions, communicate, and execute all that we do.

We start with the customer.

• We obsess over consumer and business problems, using trust as our guide.

• Our customers aren’t just the businesses that pay us, they are the readers, the reviewers, and the businesses that use us for free too.
  

We act with integrity.

• We do the right thing, even when it’s hard.

• We’re built on trust, so we act with integrity in every big and small thing we do.

• We don’t build or store public trust, we earn it by delivering on our promises and behaving in line with our vision. 
  

We are positively human.

• We care about each other and embrace diversity.

• Positively is about emphasis, not about being positive all the time. In other words, we really mean it - we’re human. And we see being human as an important, positive quality of our culture.
  

We make it happen.

• We deliver on commitments to drive impact.

• We’re not just checking off the next task on our to-do list. We believe in delivering on commitments that get us closer to achieving our mission: Trustpilot everywhere. 
  

We win together.

• We’re one team, externally competitive but internally collaborative.

• We help people collaborate so they can shape and improve their world.

• Working together to make things better is our mindset, as well as the unique value of our platform. We acknowledge that we perform best when we embrace each other’s strengths and share candid and caring feedback to help each other grow.
  

Guiding principles

These guiding principles are intended to help you understand what’s expected of you and how to put our values into practice.

We start with the customer.
We obsess over consumer and business problems, using trust as our guide.

In practice, this means we…

• do not compromise on trust;

• understand our customers; and

• delight our customers.

We uphold the highest standards of trustworthy behaviour, never wavering in our commitment to Trust. Every member of our community is expected to act in a way that builds trust in our community. 

Trust serves as our compass in everything that we do, guiding our approach to resolving both business and consumer problems. 

Our customers are not only paying businesses but also include readers, reviewers, and businesses using our services without charge. We always put our customers first, we are dedicated to understanding their needs and we always strive to surpass their expectations.

We act with integrity.

We do the right thing, even when it’s hard.

In practice, this means we…

• match words with actions;

• assume best intent; and

• are transparent wherever possible.

We expect everyone in our community to not only strive to set the highest standards in trustworthy behaviour, but to also conduct themselves in compliance with applicable laws and regulations, and to use sound judgement and common sense.  

Those who work for us are also expected to act in a way that builds trust in our business and furthers our reputation — both internally and beyond the workplace, including online, on social media, and at work-related events.  This includes complying with our Anti-Bribery & Corruption Policy, Alcohol, Drug & Substance Misuse Policy and other internal policies and procedures.

We never do business at the expense of our ethics or by compromising our values. This includes ensuring that we carry out our work and present our business, products and services in a fair, transparent and honest way — and that we are genuine and professional when dealing with others.  

We are objective and independent of both consumers and businesses — and we should avoid actual or perceived conflicts of interest.

Being trustworthy also means being reliable and delivering on promises.  This includes protecting confidential information about us or others, and handling personal data and using IT systems responsibly in line with our policies.

We encourage trustworthy behaviour among our colleagues, hold each other accountable, and speak up if we notice a problem.

We are positively human.

We care about each other and embrace diversity.

In practice, this means we…

• are genuine and respectful;

• value difference; and

• charge our culture with fun.

Behind every review is a real human experience. We therefore expect everyone to treat each other with respect, and to act in a genuine, responsible and professional manner.  We don’t tolerate aggressive behaviour, coercive language, abuse or threats, and any unlawful conduct will be reported to relevant authorities.

We are considerate of each other’s well-being as well as our own, and are committed to creating an inclusive, supportive and safe working environment for everyone.

We value diversity and equal opportunity, and aim to foster a healthy, positive, safe and inclusive environment.  We do not tolerate harassment, unlawful discrimination, bullying — whether at work, work-related events or outside the workplace.  We treat everyone with dignity and respect — and offer everyone the opportunity to develop their potential. 

We expect everyone who works for us to read and understand their local Non-Discrimination & Anti-Harassment Policy and our Diversity, Equity & Inclusion Policy, and to speak up about actual or suspected breaches.

We expect all users of our platform to play nice and be respectful contributors to our community.  Hateful, discriminatory and illegal behaviour is prohibited, as set out in more detail in our Guidelines for Reviewers and Guidelines for Businesses.

Anyone doing business with us is expected to encourage and facilitate practices that promote equality and prevent discrimination and harassment.

We make it happen.

We deliver on commitments to drive impact.

In practice, this means we…

• have a bias for action;

• own and learn from failure; and

• aim high.

We are focused on accomplishing our goals and delivering on our commitments, which brings us closer to achieving our mission: Trustpilot everywhere. 

We have high ambitions - this means we have a bias for taking action and learning along the way, rather than seeking out the perfect decision at every opportunity. We take ownership of tasks, undeterred by the potential for failure which we embrace as opportunities for growth and continued learning. 

We win together.

We’re one team, externally competitive but internally collaborative.

In practice, this means we…

• share candid and caring feedback;

• put the team ahead of ourselves; and

• help and support one another.

We give ourselves the best chance of achieving our mission when we work together — embracing each other's strengths and supporting one another.  

We don’t let our own personal interests cloud our judgement about what’s best for Trustpilot — both real and perceived conflicts of interest can be damaging to Trustpilot’s reputation and those in our community.

We give candid and caring feedback to help each other grow, and report incidents so that they can be addressed for the good of the business and those in our community. We look out for one another and never try to hide or cover up misconduct.

Failure to comply

Our Code of Ethics and policies support our core values and reflect what is important to us.  We take breaches seriously and, depending on the severity, a breach of this Code of Ethics by anyone in our community may result in suspension or termination of our relationship with them — and potentially other legal and remedial actions available to Trustpilot.  

Any employee that breaches this Code of Ethics may be subject to disciplinary action, up to and including termination of employment.

Reporting breaches or concerns

We are each responsible for our actions and for ensuring compliance with the Code of Ethics. We expect people who work for us to report any suspected or actual breaches of this Code of Ethics to their manager, People Business Partner or through our Speaking Up channels.

If you have any concerns related to a suspected or actual breach of our Code of Ethics, please inform us via our contact form. We take these concerns seriously and handle them promptly.

We do not tolerate retaliation against anyone who speaks openly about conduct they believe is unethical, illegal or against our Code of Ethics and policies — even if the concern isn’t substantiated, as long as they have not knowingly made a false report.

Changes to this policy

Trustpilot’s Corporate Services team is responsible for this Code of Ethics. This Code of Ethics will be reviewed at least annually. It may be amended at any time with the approval of Trustpilot Group plc’s board of directors.

(version 3) 

We’re an open platform where any consumer can post a review of any business with whom they’ve had a genuine experience.

Being ‘open’ doesn’t mean that there are no rules. All users of Trustpilot agree to adhere to our Terms and Guidelines. These policies are applied fairly to consumers and businesses across the entire Trustpilot community, regardless of whether a business is a paying customer or not, and they ensure that everyone understands how to use the platform in a way that aligns with our trust principles.

We take misuse of our platform very seriously. We have dedicated teams, technology and data analysis to identify, investigate and take action when we find violations of our rules. 

In this policy you’ll find out more about the kinds of misuse and misbehaviour we encounter, the action we take to prevent it, and the consequences for anyone who goes against our Terms and Guidelines. 

Key takeaways

Our Action We Take Policy provides examples of how we ensure fairness and keep the Trustpilot community safe whilst using our platform; here are some of the key things to be aware of:

• Fake reviews: Fake reviews are strictly prohibited and will be removed.

• Biased invitations: Businesses can invite consumers to write reviews, but must not try to influence what they say, offer incentives for reviews or invite only happy consumers.

• Flagging reviews: Businesses and consumers can flag reviews that breach our guidelines, but misuse of the flagging tool is not tolerated.

• Managing your profile: Businesses and consumers are welcome to update their business and user profiles, but misleading, illegal or abusive information or imagery isn’t allowed.

• All content must meet our guidelines: Whether it's a review or a business reply, all content posted on Trustpilot must adhere to our guidelines. 

• Not all businesses are welcome on Trustpilot: Certain types of businesses are not allowed on our platform. These are businesses who don't align with our values, ethical standards or our mission.

• We'll take action if you misuse our platform: Where we detect misuse we’ll take action including review removal, educational emails, warnings, account restrictions, and the placement of a Consumer Warning on a business's profile (which hides their TrustScore and limits account functionality). Serious misuse may also lead to termination of any subscription agreement, legal action or information being shared with authorities. You can find a detailed breakdown of each of these actions in the 'How do we stop misbehaviour and misuse' section below.

• Reporting suspected misuse: If you encounter any suspected misuse on our platform, please report it to us.

• Appealing our decisions: If you disagree with any action we’ve taken against you, your account, or your content, you can appeal our decision.

Fake reviews

What are fake reviews?

How does Trustpilot detect fake reviews?

Action taken against fake reviews on Trustpilot

Review invitations

What are review invitations?

Action taken against misuse of review invitations

Flagging reviews

How do I flag a review?

Action taken against misuse of review flagging

Review content and Business replies

Action we take against guidelines breaches

Using our data

Action we take against unauthorised data scraping

Ineligible businesses

What are “ineligible businesses”?

Action we take against ineligible businesses on Trustpilot

Using our brand

Action we take against Trustpilot brand misuse

Trustpilot profiles

What is a Trustpilot profile?

Action we take regarding profiles

Abuse towards the Trustpilot community

Action we take against abuse towards the Trustpilot community

How do we stop misbehaviour and misuse?

For businesses

Consumer Alerts

For reviewers

Contact us

Appealing our decisions

Let us know

This statement is published by Trustpilot Group plc pursuant to section 54 (1) of the Modern Slavery Act 2015 (the “Act”) and constitutes the slavery and human trafficking statement for the financial year 1 January 2025 to 31 December 2025 for Trustpilot Group plc and each of its subsidiaries further listed in the “Organisational structure & supply chains” section below (together the “Trustpilot Group”).

The Trustpilot Group takes a zero tolerance approach to slavery and human trafficking in our business operations and supply chains.

Business overview 

Trustpilot was founded in 2007 with a vision to create an independent currency of trust.

A digital platform that brings businesses and consumers together to foster trust and inspire collaboration. We are free to use, open to everybody and built on transparency.

Trustpilot hosts reviews to help consumers shop with confidence and deliver rich insights to help businesses improve the experience they offer. The more consumers use our platform and share their own opinions, the richer the insights we offer businesses, and the more opportunities they have to earn the trust of consumers, from all around the world.

As at the date of this statement, the Trustpilot Group has over 1000 employees and is headquartered in Copenhagen, with operations in London, Edinburgh, New York, Denver, Melbourne, Hamburg, Milan and Amsterdam.

Organisational structure & supply chains

Trustpilot Group plc was incorporated on 8 February 2021 and as part of Trustpilot’s initial public offering became the ultimate parent company in the Trustpilot Group on 26 March 2021. Prior to this date the ultimate parent company in the Trustpilot Group was Trustpilot A/S, which is a limited liability company registered in Denmark.

Trustpilot Group plc is a public limited company whose shares are admitted to the premium listed segment of the Official List of the UK Financial Conduct Authority and to trading on the main market of the London Stock Exchange.

The Trustpilot Group operates globally across the UK, EMEA, APAC and the US. Subsidiaries which form part of the Trustpilot Group and are which also covered by this statement are:

• Australia: Trpilot PTY Limited;

• Denmark: Trustpilot A/S;

• Germany: Trustpilot GmbH;

• Italy: Trustpilot S.r.l;

• Ireland: Trustpilot Ireland Limited;

• Lithuania: Trustpilot UAB;

• The Netherlands: Trustpilot B.V.;

• United Kingdom: Trustpilot Ltd; and

• United States: Trustpilot, Inc.

As a subscription business, our people, expertise and intellectual property rights are our business. Although we engage with suppliers for a range of services, the majority of our suppliers provide us with IT hardware, network services, and software. Our business model therefore does not carry with it a high level of slavery risk.

Our approach

Across the Trustpilot Group we strive to work to the highest professional standards and comply with all laws, regulations and rules relevant to our business. Our Modern Slavery Code of Conduct is publicly available on Trustpilot’s website and sets out the standard of conduct for all vendors, customers and contractors working with us. We seek to work with vendors, customers and contractors who match and complement our ethical standards and organisational values. Where possible, we aim to reflect these expectations in our contractual arrangements with these parties.

Our Modern Slavery Code of Conduct is supported by a number of additional Trustpilot Group policies which together set out the behaviours which are required of the individuals and businesses with whom we interact. These include our Code of Ethics, Anti-Bribery & Corruption Policy, Speaking Up Policy and Supplier Code of Conduct.

Vendors

Our People (HR) and Legal teams work in conjunction with our Procurement function to help ensure that the aims and provisions of the Act are complied with and to manage any concerns or breaches.

Our Supplier Code of Conduct applies globally to all of our vendors and contractors. It incorporates all of our existing policies and guidelines that are relevant to these parties, and establishes clear standards for ethical conduct, sustainable practices, and social responsibility. To ensure accountability, we have integrated compliance with our Supplier Code of Conduct as a contractual obligation within our template supplier agreements, creating enforceable commitments throughout our supply chain.

To identify sectors and categories with high modern slavery risks, we have used the following indicators that are generally known to increase risk likelihood:

• Reliance on low-skill workforce;

• Reliance on migrant workforce;

• Presence of children;

• Hazardous or undesirable work; and

• Based in a country that experiences high levels of corruption, weak governance and/or poor enforcement of human rights.

As Trustpilot is an online-based business, our main vendors comprise providers of online-based services to facilitate our platform, and general advisory services from reputable businesses. Based on these factors, we consider the risk of modern slavery in our supply chain to be low.

We continue to:

• Undertake due diligence when short-listing our vendors and contractors, including reviewing the modern slavery statements and codes of conduct of strategic vendors who present a risk to our Environmental, Social and Governance commitments, to assess alignment with our own standards and values;

• Review on a regular basis the vendors and contractors we use;

• Enter into business relationships with vendors that reflect our organisational values; and

• Seek to ensure that any vendor or contractor has an ethical treatment clause in their contract, especially where we deem them to be medium to high risk based on their geographical location or otherwise. This is to ensure that the work environment and conditions they provide to their employees meet the standards under our Modern Slavery Code of Conduct.

To further support our vendor due diligence processes, we engage an independent third-party partner to assess vendor sustainability risk across four themes (Environment, Labor & Human Rights, Ethics, and Sustainable Procurement), and screen vendors for sanctions, continuous adverse media, and sustainability-related disclosures from their websites.

If a vendor or contractor fails to live up to our expectations or is unwilling to make any changes, we may end our engagement with them.

Employees

Our recruitment and employment procedures include appropriate pre-employment screening of all Trustpilot Group employees, such as right to work checks and reference checks. New employees also receive an induction and new hire training which explains Trustpilot Group policies and confirms that employees are able to contact our People team or use our Speaking Up platform confidentially on any matter of concern, throughout their employment.

All Trustpilot Group employees are provided with a written contract of employment which requires them to comply with the corporate policies available on the Trustpilot intranet including Trustpilot's Code of Ethics, Contract Approval & Signing Matrix, Anti-Bribery & Corruption Policy, Non-Discrimination & Anti-Harassment Policy and Speaking Up Policy.

As part of our commitment to maintaining high professional and ethical standards, all new and existing employees have access to e-learning courses, including specific Modern Slavery training. The goal is to help employees understand the concept of modern slavery, recognise the indicators of risk, and outline what steps they can take if they identify a concern.

We are also committed to paying the Real Living Wage to our employees and contractors across all our locations in the UK.

We expect all Trustpilot Group employees to conduct business with honesty and integrity and we have a zero tolerance approach to bribery and corruption, as set out in our Anti-Bribery & Corruption Policy.

Customers

In our Code of Ethics we describe our commitment to conducting our business with the highest ethical standards. Trust, transparency, and integrity are values that are important to the entire Trustpilot Group, which means we expect the people who work for us, and those we do business with, to always act with integrity, build trust and promote transparency, and make decisions that reflect strong ethics.

We avoid doing business with businesses that do cause or create harm, do not align with our ethical standards, or do not share the same values and core beliefs as us. These “ineligible businesses” may harm Trustpilot’s reputation and undermine the trustworthiness of our platform. Our Action We Take Policy sets out what types of businesses we regard as an “ineligible business” for Trustpilot. We also explain what measures we’ll take to stop any active communication or cooperation with “ineligible businesses”.

Additionally, we require customers to comply with our Modern Slavery Code of Conduct under our Terms of Use & Sale for Businesses.

Further steps

We continue to strive to improve the measures we take across the Trustpilot Group to ensure that we mitigate the risk of modern slavery within our supply chains.

Since the publication of the Company’s previous Modern Slavery and Human Trafficking Statement we have made the following progress (each as outlined earlier in this statement):

• Following its implementation in 2024, we have embedded our updated Supplier Code of Conduct, which applies globally to all of our vendors and contractors.

• We have engaged an independent third-party partner who conducts vendor sustainability risk assessments and sanctions screening for the Trustpilot Group.

This statement was approved by the Trustpilot Group plc Board of Directors on 19 May 2026 and is signed by Adrian Blair, Chief Executive Officer.

Introduction & purpose

Trustpilot Group plc and its group companies (together referred to as "Trustpilot", "we", "our" or “us”) are committed to ensuring that Diversity, Equity and Inclusion (“DE&I”) is everyone’s responsibility. This policy reflects Trustpilot’s strong commitment to DE&I. It sets out what we expect from the people who work for us, and what they can expect from us.

Everyone at Trustpilot is responsible for creating a workplace and an organisation that is truly Open to All; a value that is at the core of our business.

We want everyone at Trustpilot to feel a strong sense of belonging, where you don’t feel like you have to fit in, you can just be you. You’re treated fairly, your perspective is valued, and you’re empowered to do the best work of your life. Trustpilot is committed to this vision and wants to be a part of creating a more diverse, equitable and inclusive world of work for all, encouraging a workplace where we all respect and live our values every day.

Trustpilot recognises that having a diverse workforce with diverse representation across different job levels means we are a stronger, more innovative business and that when our organisation reflects our global communities, we better serve and represent our customers.

Who is covered by this policy?

This policy applies to everyone who works for Trustpilot, wherever they are located (together referred to as “Trusties”, "you" or "your").

What do we mean by Diversity, Equity and Inclusion (DE&I)?

Diversity

This is who we are. Our background, our culture, our lifestyle, our beliefs, the way we think, the clothes we wear, the people who we love, where we get our energy, how we communicate, how we work best; essentially, it’s what makes us, us.

Equity

To achieve equality, we need to focus on equity. We don’t all start with the same advantages or opportunities to access and tap into our true potential. Equity looks at the factors that contribute to this inequality of opportunity. Inequity typically affects people from a disadvantaged background or a historically oppressed group. Action may be taken to address this inequity, which could mean introducing an initiative which supports a specific group of people, for example, with the aim to ensure that equal opportunities are a reality and accessible for everyone.

Inclusion

This is how we make people feel. It’s a choice we make. We choose to make people feel included, and that’s why it’s everyone’s responsibility. Whether it’s what we say, how we say it, or what we do, it’s an action we take for someone to feel thought of, accepted, safe and able to contribute or participate in the way that they feel most comfortable.

Trustpilot’s responsibilities

All our Trusties have a responsibility to ensure that this policy is adhered to and is consistently applied in everything we do, including how we treat each other within our workplace and the people we interact with.

This means ensuring fairness and respect in our processes and initiatives, including recruitment and selection, training and development, community engagement, our wellbeing offering, the accessibility of our systems and spaces, any promotion opportunities and reward decisions, as well as in the event of any disciplinary decisions, selection for redundancy or termination of employment.

It is Trustpilot’s responsibility to ensure that everyone is treated with respect and equal opportunities exist for all - and that the people who work for us understand what is expected of them and can raise any concerns freely.

Trustpilot has zero tolerance for unlawful discrimination. Examples of discrimination can include treating a person less favourably on the grounds of age, disability, nationality, race, gender identity or gender expression, marriage and civil partnership, veteran status, pregnancy, paternity and maternity, religion and beliefs, sex and sexual Orientation. We expect our Trusties to read and understand their local Non-discrimination and anti-discrimination policy for more information on what this means for them in their location.

If a Trustie experiences or witnesses something that doesn’t feel right, they can raise their concerns via our Speaking Up channels. We provide training to Trusties on how to use these channels, and how we expect them to apply our values and honour our commitment towards DE&I.

Trustpilot’s Board of Directors and Executive Leadership

DE&I is supported across all levels of our company.

The board of directors of Trustpilot Group plc (the “Board”) expects that every member will role model inclusive language and behaviours, whilst committing to engaging with Trustpilot’s workforce to better understand what is top of mind for Trusties and what impacts them the most. In addition to this policy, Trustpilot Group plc maintains a separate Diversity, Equity and Inclusion policy for the Board and its committees.

Our Executive Leadership Team oversees many elements of DE&I in their work, including establishing and updating people policies, reviewing employee feedback through various mechanisms of our listening strategy and driving cultural change where appropriate. Executive Leadership Team members also take on sponsorship positions for our Employee Resource Groups and as sponsor, they provide the Board with an annual update for their area.

Your responsibilities

Every person who works for Trustpilot is responsible for creating an inclusive culture. This could be in the meetings and interviews they conduct, the social events they plan, in the decisions they make, and is an integral part of delivering excellent service to our customers. We expect our people leaders to lead by example.

It’s your responsibility to uphold the behaviours we expect of our Trusties and fulfil our commitment to seek diversity across our workforce, strive for equality, eliminate unlawful discrimination and disrespectful treatment towards others. We expect you to read and understand your local Non-discrimination and Anti-discrimination policy and raise any acts of unacceptable or discriminatory behaviour via our Speaking Up channels so that we can take appropriate action. Trusties should view our Speaking Up policy for guidance on reporting concerns.

During your time at Trustpilot

Trustpilot wants to work with Trusties to create a more diverse, equitable and inclusive workplace that actively promotes fairness, equality and respect for each other. We can each call it out if we see something or experience something that doesn’t feel right and be champions for celebrating diversity in all its forms.

An always-learning culture

We will provide many opportunities for our Trusties to build their awareness and perspectives of people’s lived experiences, helping them to increase their confidence in understanding people who are different from themselves. Trusties can start by visiting our Inclusion at Trustpilot Hub on Trustnet, our Intranet site, for more resources as well as take advantage of LinkedIn Learning. Whilst we provide opportunities for our Trusties to learn, we do not make this mandatory all of the time. We believe that people should be trusted to take advantage of the many different options we offer to help Trusties develop and learn in a time and way that suits them best. There are certain training modules which are mandatory, for example our Code of Ethics module, which includes non-discrimination and anti-harassment training, to ensure that every person working with us understands the behaviour standards we expect and the support, and resources available to everyone.

The Trustpilot Way of Recruiting

Our job descriptions will include core, essential skills which will be limited to those requirements that are absolute must-haves for the role. Candidates for employment will be assessed objectively against a criteria relevant for the specific job which will be based on skills, ability and experience. We aim to deliver an amazing experience for all, and will take into account any reasonable adjustments that may be required for candidates and Trusties with a disability.

Representation matters

Trustpilot aims to better understand the demographic composition of its global workforce (subject to data privacy laws). This enables us to take a view of whether we are creating equal opportunities for everyone to work and progress at Trustpilot as well as understand if our DE&I initiatives are having an impact. Where data privacy laws allow, and in accordance with strict data protection processes, Trusties are given opportunities to share their diversity information with Trustpilot to help improve the data insights we have available.

Work your way

We get that there’s more to life than the (awesome) work we do at Trustpilot. That’s why we promote and value flexible and agile ways of working for our Trusties. Creating that balance is important and we appreciate it can be tricky sometimes to try and ‘do it all’. Working flexibly benefits many people, specifically working parents and carers, as well as alleviating some barriers for people with a disability and can be a driver of positive mental health. Simply put, flexible working allows Trusties the freedom to work in a way that works best for them.

Join or build a new community

At Trustpilot, we have a number of Employee Resource Groups (“ERGs”) that as a Trustie, you will have the opportunity to join. These ERGs aim to support different communities at Trustpilot and provide an opportunity to connect with Trusties from all over the world on topics important to you. Trustpilot will be led by the voices of our amazing Trusties, we will listen and take action wherever we can to make everyone’s experience of working at Trustpilot the best it can be.

Failure to comply

Trustpilot does not tolerate unlawful discrimination, harassment, bullying or retaliation. Any employee that breaches this policy may be subject to disciplinary action, up to and including termination of employment.

Reporting breaches or concerns

We expect people who work for us to report suspected or actual breaches of our policies to their People Business Partner, manager or through our other Speaking Up channels.

Our Speaking Up platform is available to everyone covered by this policy and includes the ability to report anonymously. We take these concerns seriously and handle them promptly.

We do not tolerate retaliation against anyone who speaks openly about conduct they believe is unethical, illegal or against our policies — even if the concern isn’t substantiated, as long as they have not knowingly made a false report.

Changes to this policy

Trustpilot’s Diversity, Equity and Inclusion team is responsible for this policy. This policy will be reviewed at least once every two years. It may be amended at any time with the approval of the Board.

1. Introduction & purpose

Trustpilot Group plc and its group companies (together referred to as "Trustpilot", "we", "our" or “us”) are committed to doing business in an honest and ethical manner.

We take a zero-tolerance approach to bribery and corruption and are committed to acting professionally, fairly and with integrity and transparency in all our business dealings and relationships wherever we operate in the world.

Bribery and corruption can expose Trustpilot, the people who work for us, and those we do business with, to severe civil and criminal liability, investigations, fines and penalties - as well as undermine our reputation and vision to be a universal symbol of trust.

Our position is clear: We do not engage in corruption and we don’t pay bribes, regardless of local custom or practice. The offer, payment, authorisation, solicitation and acceptance of bribes is unacceptable.

This Anti-Bribery & Corruption Policy (the "Policy") requires compliance with all applicable laws and regulations on bribery and corruption, including without limitation the UK Bribery Act 2010, the Danish Criminal Code, the U.S. Foreign Corrupt Practices Act, the Australian Criminal Code 1995 (Cth), the Australian Corporations Act 2001 (Cth) and relevant state and territory legislation in Australia.

The purpose of this Policy is to set out and explain the prohibitions against bribery and corruption in Trustpilot’s business practices, and reinforce our commitment to carrying out business globally with honesty and integrity.

2. Who is covered by this policy?

This policy applies globally to everyone who works for or on behalf of Trustpilot in any capacity, wherever they are located, including employees, officers, directors, workers, agents, contractors, consultants, representatives and business partners (together referred to as "you" or "your").

We also expect the people we do business with, including our customers and suppliers, to operate lawfully, ethically and with integrity, and share our commitment to responsible business practices.

3. Definitions

Bribery

Anything of value that is offered, provided, authorised, requested or accepted in order to improperly influence a person’s actions or decisions for the purposes of gaining or retaining an advantage.

A bribe may be monetary or non-monetary, tangible or intangible. A bribe may take the form of, or be facilitated through:

• payments of money

• gifts and entertainment

• kickbacks and favours

• discounts and favourable contract terms

• promises of a business opportunity

• donations, contributions and sponsorships

• use of property or assets at a discount or free of charge

• overpayments to business partners

• information or assistance

Corruption

The misuse of power or position for personal gain.

Entertainment

Any activity received for free or less than market price, such as meals, travel, accommodation, sporting events, recreational activities and other hospitality.

Facilitation payment

Also known as ‘grease’ payments, facilitation payments are typically small, unofficial payments made to public officials to speed up or secure the performance of routine governmental duties or actions that should ordinarily be carried out without having to make such payments — for example:

• Issuing permits or licences

• Processing visas or other official documents

• Clearing goods through customs or handling cargo

Gifts

Any items of value or benefits given at no cost to the recipient.

Kickbacks

A type of unofficial commission for preferential treatment or improper services received.

Public official

• any officer, employee or representative of a state or a state-controlled or state-owned enterprise or entity;

• any officer, employee or representative of any local, state, regional or national government institution, department, agency or ministry;

• any person holding a legislative, administrative, judicial position or public function of any kind; and

• any officer or representative of a political party, or any candidate for a political office.

4. Key prohibitions

• You must not offer, give or authorise bribes of any kind, including facilitation payments, to any person in order to improperly influence their actions or decisions in order to gain or retain an advantage.

• You must not request or accept bribes of any kind in order to obtain or maintain an improper advantage for someone else.

These prohibitions apply regardless of whether:

• the bribe is made to or from a public official or private individual;

• the bribe is made directly, or indirectly through a third party; and

• the bribe is made before or after the advantage is obtained.

Even the mere act of offering, or attempting to give, a bribe is prohibited - whether or not the item of value is actually demanded or accepted by the intended recipient, or has the intended effect on them.

5. How we manage our anti-bribery and corruption risk

To manage our bribery and corruption risk, we implement a range of procedures and controls relating to:

• gifts and entertainment;

• dealing with public officials;

• people we do business with;

• donations;

• record-keeping; and

• speaking up.

5.1 Gifts and entertainment

This Policy does not prohibit the giving or accepting of reasonable and appropriate gifts and entertainment for legitimate purposes such as building business relationships, promoting our brand, or marketing or demonstrating our products and services.

However, careful consideration of when it is appropriate to give and accept gifts and entertainment is critical for avoiding actual, or perceived, bribery or corruption.

You must only give or accept gifts and entertainment that are:

• in good faith, occasional, reasonable and appropriate;

• a normal business courtesy; and

• given openly and transparently, not secretly; and

You must not give or accept gifts and entertainment:

• with the intent or prospect of influencing decision-making or other conduct;

• with the intent of obtaining any improper or undue advantage;

• which are reasonably capable of being regarded in any way as a bribe; or

• in the form of cash.

When considering whether gifts or entertainment are appropriate, you must take into account:

• any past, pending or future business or administrative matters that are within the recipient’s sphere of influence;

• the timing, type, value and context of the gift or entertainment; and

• whether it could create an actual or perceived conflict of interest, or could compromise impartiality, personal judgement or integrity.

Gifts and entertainment will not be appropriate if they are unduly lavish or extravagant, or could be seen as an inducement or reward for any preferential treatment (for example, during contractual negotiations or a tender process).

You should not actively seek gifts and entertainment from third parties.

Registration and Approval thresholds

In addition to the above considerations, the following thresholds apply in relation to:

• when you must record gifts and entertainment that are offered, received or declined in the Gifts & Entertainment Register; and

• when you must seek prior approval from the Corporate Services team (Legal) to offer or accept gifts or entertainment.

Approval from the Corporate Services team does not replace any budgetary or financial approvals that you may need for offering gifts and entertainment, which you should seek separately as required.

Gifts & Entertainment Register

Where required, you should use these forms to add an entry in the Gifts & Entertainment Register. Please provide full and accurate details when completing the forms:

• Gifts & Entertainment (giving)

• Gifts & Entertainment (receiving)

5.2 Dealing with public officials

Dealing with public officials brings a higher risk of corruption, or the perception of corruption. You should be especially careful when communicating, exchanging gifts and entertainment, or providing assistance to public officials.

Facilitation payments

Trustpilot does not permit the use of facilitation payments of any kind, regardless of local custom, practice or expectations.

You are prohibited from making or authorising facilitation payments on Trustpilot’s behalf and should avoid any activity that might lead to, or suggest, that a facilitation payment will be made.

Any requests for facilitation payments must be reported immediately to Trustpilot’s Corporate Services team.

5.3. People we do business with

You must never authorise someone we do business with, or other third party, to engage in bribery or corruption on Trustpilot’s behalf.

To manage the bribery and corruption exposure associated with people we do business with we:

• build compliance with this Policy into our contracting processes where appropriate; and

• take a risk-based approach to screening and due diligence, appropriate to the type of business partner and nature of the relationship.

5.4 Donations

We do not seek to influence the political process by improper or corrupt means. To mitigate this risk, we do not allow donations or contributions towards any political campaign, political party, political candidate or any politically affiliated organisation.

We may make charitable donations or similar contributions that are legal and ethical under all applicable laws - but we never offer sponsorships, charitable contributions or investments in order to disguise a bribe, or to gain an improper business advantage.

No donations or contributions may be offered or made by or on behalf of Trustpilot without the prior approval of Trustpilot’s Chief Financial Officer.

Donations of any size offered or made by or on behalf of Trustpilot should be fully and accurately recorded in the Donations Register using this form.

5.5 Record keeping

To prevent the risk of bribes and kickbacks being given or received, all of Trustpilot’s business and financial records must fairly and accurately reflect the nature and substance of transactions involving Trustpilot. Secret, unrecorded or unreported transactions are prohibited.

You must:

• not make false or misleading records, or fail to record payments by or to Trustpilot;

• ensure that expenses claims are fully and accurately recorded and submitted in accordance with our policies; and

• ensure all invoices relating to dealings with third parties are correct and submitted in accordance with our policies.

6. Failure to comply

Involvement in bribery and corruption can lead to Trustpilot and its employees being prosecuted under civil or criminal law, severe fines and penalties, and even imprisonment. We therefore take our legal responsibilities very seriously - both for your sake and ours.

Any employee that breaches this Policy will be subject to disciplinary action, up to and including termination of employment.

Similarly, any worker, agent, contractor, consultant, representative or other business partner working for or on behalf of Trustpilot that breaches this Policy will be subject to termination of the business relationship as well as any other legal and remedial actions available to Trustpilot.

7. Reporting breaches or concerns

You are responsible for ensuring compliance with this Policy and we expect you to report any suspected or actual breaches of this Policy to your manager, supervisor or through our Speaking Up channels.

Our Speaking Up platform is available to everyone covered by this Policy and includes the ability to report anonymously. We take these concerns seriously and handle them promptly.

We do not tolerate retaliation against anyone who speaks openly about conduct they believe is against this Policy — even if the concern isn’t substantiated, as long as they have not knowingly made a false report.

8. Exceptions

No deviations from this Policy will be permitted unless there are exceptional circumstances. All requests for exceptions must be made to Trustpilot’s Corporate Services team, which will assess and decide on each request. Exceptions will be registered by the Corporate Services team.

9. Changes to this policy

Trustpilot’s Corporate Services team is responsible for this Policy. This Policy will be reviewed at least annually. It may be amended at any time with the approval of Trustpilot Group plc’s board of directors.

(version 3.0)

For customers, contractors and suppliers working with Trustpilot

Background

This Modern Slavery Code of Conduct (the “Code”) applies to Trustpilot’s customers, contractors and suppliers. It sets out the minimum standards that we expect from these entities.

We are committed to respecting internationally recognised human rights and fair and ethical work practices, in line with the expectations of the UN Guiding Principles on Business and Human Rights. We understand that we have a responsibility to conduct our business ethically and this extends to our customers, contractors and suppliers.

We expect our customers, contractors and suppliers to share our commitment to respecting the rights of all workers and to act lawfully and ethically in all areas of business.

Not only do we ensure that modern slavery is not taking place within our own organisation, we also work to ensure it is not occuring within our supply chains.

It is a condition of all customer, supply and vendor contracts entered into with Trustpilot that the principles set out in this Code are adhered to.

Minimum Standards

This Code establishes minimum standards that we expect customers, contractors and suppliers to meet or exceed. 

These standards do not intend to deviate from national or local laws or standards.  

Failure to meet these standards may be cause for termination of any agreement entered into with Trustpilot.

Child labor

We are opposed to the use of any form of child labor or practices. Our customers, contractors and suppliers must not use child labor. 

Customers, contractors and suppliers are required to comply with applicable child labor laws and employ only workers who meet the applicable minimum legal age requirement in their countries of operation.

Generally:

• the minimum working age is 15 years (or 14 if allowed by national or local law)

• workers under the age of 18 years are not to be involved in any work that is hazardous or likely to have a negative impact on the employee’s physical or mental development.

Customers, contractors and suppliers are to ensure the above protection for workers under the age of 18 years.

Customers, contractors and suppliers must not contract with subcontractors or suppliers who use or engage in child labor.

Forced or involuntary labor & trafficking

Trustpilot’s customers, contractors and suppliers must not participate, engage or promote forced, bonded, indentured or involuntary prison labor of people in any part of its business.

Trustpilot’s customers, contractors and suppliers must not participate, engage or promote the trafficking of any person.

All slavery and human trafficking laws must be complied with. Customers, contractors and suppliers must ensure they have taken steps to ensure their business operations are free from slavery and human trafficking practices, both internally and within their supply chains and other external business relationships.

Customers, contractors and suppliers are to ensure that all workers employed by them choose their employment freely and are not mentally or physically coerced to provide their labor.

Customers, contractors and suppliers must not contract with subcontractors or suppliers using or engaging in modern slavery or trafficking.

Compliance

Customers, contractors and suppliers shall take all reasonable steps to ensure that modern slavery and human trafficking is not taking place within their supply chain or within any part of their business. Customers, contractors and suppliers must adhere to this Code along with all applicable national and local laws.

Customers, contractors and suppliers must be able to certify that materials included in their products comply with all requisite slavery and human trafficking laws. Trustpilot may at any time request a supplier or contractor to supply a report setting out the steps they have taken to ensure that modern slavery and human trafficking is not taking place within their business or within their supply chain.

Customers, contractors and suppliers have a duty to immediately report to Trustpilot any breach of or deviation from this Code.

If a customer, contractor or supplier breaches this Code, we reserve the right to request from the supplier or contractor a corrective action plan. This plan is to set out the steps that the supplier or contractor will undertake to rectify the breach. Should the corrective action plan not rectify the breach and depending on the severity of the breach, we reserve the right to terminate any contractual relationship that exists.

Trustpilot has adopted the following general policy toward copyright infringement in accordance with the Digital Millennium Copyright Act or DMCA (posted at www.lcweb.loc.gov/copyright/legislation/dmca.pdf). The address of Trustpilot’s designated agent which receives notices and counter-notices under this policy (“Copyright Agent”) is listed at the end of this policy.  

When we say “Trustpilot”, “we”, “our” or “our platform” we mean our review platform hosted at Trustpilot.com, any sub-domain, sub-directory, similar platform, website or mobile app operated by us and provided to you, including any information, text, reviews, comments, images, data or other content contained on or related to the above.

It is our policy to (1) block access to or remove material that we believe in good faith to be copyrighted material that has been illegally copied and distributed by any of our advertisers, affiliates, content providers, members or users; and (2) remove and discontinue service to repeat offenders. 

1. Procedure for Reporting Copyright Infringement

If you believe that material on our platform infringes a copyright, please send a copyright infringement notice containing the following information to the Copyright Agent (“a notice”):

a. A physical or electronic signature of a person authorized to act on behalf of the owner of the copyright that has been allegedly infringed;

b. Clear identification of works or materials alleged to have been infringed;

c. Clear identification of the material that is claimed to be infringing, including information that will allow us to locate the allegedly infringing material that the copyright owner seeks to have removed e.g. a URL; 

d. Contact information about the notifier including address, telephone number and, if available, email address;

e. A statement that the notifier has a good faith belief that the material identified in (c) is not authorized by the copyright owner, its agent, or the law; and 

f. A statement made under penalty of perjury that the information provided is accurate and the notifying party is authorized to make the complaint on behalf of the copyright owner. 

Once a notice is received by the Copyright Agent, it is Trustpilot’s policy:

• to remove or disable access to the allegedly infringing material; and

• to notify the alleged copyright infringer and the original complaining party that it has removed or disabled access to the material.

2. Procedure to Supply a Counter-Notice to the Copyright Agent 

If the alleged copyright infringer believes that the material that was removed (or to which access was disabled) is not infringing, or they believe that they have the right to post and use such material from the copyright owner, the copyright owner’s agent, or, pursuant to the law, the alleged copyright infringer, can send a counter-notice. 

We will provide a form for completing a valid counter-notice in our email informing you that we have removed or disabled access to the allegedly infringing material. If you'd prefer not to use this form, please send a counter-notice containing the following information to the Copyright Agent (“a counter-notice”):

a. A physical or electronic signature of the alleged copyright infringer;

b. Identification of the material that has been removed or to which access has been disabled and the location at which the material appeared before it was removed or disabled (this information will be included in our email informing you that we have removed or disabled access to the allegedly infringing material);

c. A statement that the alleged copyright infringer has a good faith belief that the material was removed or disabled as a result of mistake or misidentification of the material; and

d. The alleged copyright infringer’s name, address, telephone number, and, if available, email address, and a statement that such person or entity consents to the jurisdiction of the Federal Court for the judicial district in which the alleged copyright infringer’s address is located, or, if the alleged copyright infringer is located outside the United States, for the Southern District of New York, and that such person or entity will accept service of process from the person who provided notification of the alleged infringement or an agent of such person.

If a counter-notice is received by the Copyright Agent, we may send a copy of the counter-notice to the original complaining party informing that person that we may reinstate the removed material or cease disabling it in 10 business days.  Unless the copyright owner files an action seeking a court order against the alleged copyright infringer, the removed material may be replaced or access to it restored in 10 to 14 business days or more after receipt of the counter-notice, at our discretion.

3. Repeat Infringers Policy

If you repeatedly post content that infringes copyrights or other intellectual property rights, or we repeatedly receive notices of you doing so, we may, in appropriate circumstances and at our sole discretion, terminate your account. 

4. Appeal Account Termination

If your account was terminated due to breaking the above repeat infringers policy and you think the circumstances mean that your account should be put back, you can appeal the decision. To appeal the decision, follow the instructions provided in the email informing you of the termination, with an explanation of why you believe your account was wrongly terminated. We only put accounts back under compelling circumstances so please provide detail and be truthful if you appeal.  We will review your appeal and take appropriate action. 

You may send a notice or counter-notice to Trustpilot’s Copyright Agent via our Contact Form. 

If you prefer to contact us by email or post, you may contact our Copyright Agent at

dmca@trustpilot.com, or Trustpilot, Inc., 50 West 23rd Street, Suite 1000, 10010 New York, USA.

Version 1.1, May 2025

We believe in being clear and open about how we collect and use data related to you. This Cookie Policy is part of Trustpilot’s Privacy Policy, and covers the use of cookies and similar technologies between your device and our website. We have a cookie list that is regularly updated to reflect the cookies and similar technologies that we use at Trustpilot.

When we say “Trustpilot”, “we”, “our”, or “us”, we mean Trustpilot A/S, Pilestraede 58, 5th floor, DK-1112 Copenhagen K. When we say “website” or “platform”, we mean all of Trustpilot’s websites and applications.

What's a cookie?

What’s the difference between first- and third-party cookies?

Types of cookies and how we use them

How can you opt out of cookies?

More information

(Version 2.0)

This statement applies to content published on www.trustpilot.com and to the products and services provided by Trustpilot, including for consumers and businesses. 

At Trustpilot, our mission is to be a universal symbol of trust. One of the ways we can achieve this is by making our platform open and accessible to everyone. We are  committed to accessibility across our services in line with applicable accessibility standards. 

Compliance status 

Trustpilot is taking steps to improve the accessibility of its platform. We regularly review conformance and accessibility standards and we will remediate any identified accessibility gaps. 

We assess our accessibility against the WCAG 2.2 AA criteria. These guidelines define how to make web content more accessible for people with disabilities and more user-friendly for everyone. 

Although the European Accessibility Act, which came into force on 28 June 2025, is not directly relevant to Trustpilot’s services, we are committed to supporting clients who integrate Trustpilot into services which are required to comply with these new accessibility requirements. 

Accessibility is embedded into our design and development practices. Our Design System supports consistent and scalable implementation using semantic elements, keyboard navigation, screen reader compatibility, and variable font support. Designers and content specialists apply inclusive principles around contrast, hierarchy, and interaction patterns. Engineering teams employ automated tools such as Axe and eslint-a11y, along with manual testing, to ensure usability and compliance. These tools and methods are part of a larger, company-wide commitment to accessibility.

Technical specifications 

Trustpilot relies on the following non-exhaustive list of technologies to work with the particular combination of web browsers and any assistive technologies or plugins installed on your device:

• HTML

• WAI-ARIA (Web Accessibility Initiative - Accessible Rich Internet Applications)

• CSS

• JavaScript

• Voice Over

These technologies are relied upon to conform to the accessibility standards used, and we are in the process of improving support for other technologies.

Support 

We welcome your feedback on the accessibility of Trustpilot. If you encounter accessibility barriers, have questions, or need assistance, please let us know. 

• Email: accessibility@trustpilot.com

• Postal Address: Trustpilot A/S Pilestræde 58, 5th floor 1112 Copenhagen K, Denmark

We aim to respond to accessibility-related feedback within 15 business days. 

Code Version - 2.0
Date of Revision and Publication - June 2026

Trustpilot Group plc and its group companies (together referred to as "Trustpilot", "we", "our", or “us”) is committed to conducting our business with integrity and fairness, with respect for the law, and in accordance with our values:

• We start with the customer

• We act with integrity 

• We are positively human 

• We make it happen 

• We win together 

To achieve our goals and uphold our business values, it’s essential that we operate responsibly, sustainably, and inclusively. These core principles are reflected in this Supplier Code of Conduct (“Code”), which establishes the minimum standards and behaviors that must be met by any entity that supplies products or services to Trustpilot (“you” or “your”). What we expect of you, along with our commitment to being an ethical and responsible business, is set out in this Code.

Trustpilot may amend, vary, or choose not to apply this Code from time to time, at its discretion. The standards in this Code are in addition to, and not in lieu of, any contractual commitments between you and us.

What you need to do:

• By providing products or services to Trustpilot, you confirm that you will comply with the standards in this Code, as it may be updated or amended from time to time.

• Communicate the standards of this Code to your employees, subcontractors, and any other individuals or organizations who you engage in order to conduct your business, and ensure that they comply with those standards. 

• If: (i) any circumstances arise that prevent you from adhering to this Code; (ii) you notice any actions or decisions that go against the standards outlined in this Code; or (iii) you have any questions about this Code, please let us know promptly by contacting procurement@trustpilot.com.

Compliance with Laws and Regulations

Our suppliers must operate in compliance with all applicable laws and regulations from time to time in force, including laws and regulations relating to issues addressed in this Code.

Health and Safety

We expect our suppliers to maintain a safe work environment that meets all applicable laws and regulations, prioritising the health and well-being of their employees, sub-contractors, and any other individuals who they engage.

Anti-bribery and Corruption

Our approach to anti-bribery and corruption is strict: we do not tolerate it in any form, whether within our business or our supply chain.

While modest gifts, hospitality, or entertainment may be exchanged occasionally with business partners to build professional relationships, this must never be done to gain an unethical advantage.

Certain situations require extra caution. You should not offer or accept gifts, hospitality, or entertainment if the timing or nature of the gesture could be perceived as bribery. For further information on restricted items and events, how to declare offers, and who to approach for approval, please refer to our Anti-Bribery & Corruption Policy.

Modern Slavery and Human Trafficking 

Trustpilot is committed to preventing modern slavery and human trafficking in all aspects of our business and supply chain. We expect our suppliers to share this commitment by upholding ethical practices that protect the rights and welfare of all individuals. Suppliers must ensure fair treatment and safe working conditions, and should immediately report any concerns regarding forced labor, exploitation, or human trafficking within their operations or supply chain. For further details on Trustpilot’s position, please refer to our Modern Slavery Code of Conduct.

Diversity, Equity, and Inclusion

Trustpilot is dedicated to fostering a diverse, equitable, and inclusive environment across our business. We expect our suppliers to support these values by promoting fair and respectful treatment, creating inclusive workplaces, and ensuring equal opportunities for all individuals. Suppliers should work to eliminate any form of discrimination and advance diversity within their teams. For more information on Trustpilot’s position, please refer to our Diversity, Equity, and Inclusion Policy.

Code of Ethics

Trustpilot upholds the highest standards of integrity and ethical behavior in all our business activities. We expect our suppliers to align with these principles by acting honestly, transparently, and responsibly in their dealings. Suppliers should comply with our Code of Ethics, prioritizing ethical decision-making, and maintaining integrity and accountability within their operations. Suppliers should promptly report any concerns regarding non-compliance with these standards by using this form.

Environment

We are committed to reducing our environmental impact through sustainable business practices and collaboration with our suppliers. We expect our suppliers to uphold responsible practices that promote positive environmental impacts, in line with relevant laws and internationally recognized standards. Suppliers should work to minimize their environmental footprint, actively preventing and reducing environmental harm. We encourage suppliers to improve their environmental and climate performance through policies, objectives, and targets focused on resource efficiency, carbon reduction, and sustainable waste management.