Trustpilot Policy exists to help people and businesses help each other.
It’s an open, independent, and impartial platform where anyone can share their genuine experiences to build transparency and trust.

Every review on Trustpilot represents real feedback — helping customers make informed choices and allowing businesses to grow and improve through honest input.
To keep this ecosystem fair and reliable, Trustpilot requires all reviewers and users to follow its official Guidelines and Terms of Use.

For users of Trustio – Trustpilot Reviews by Orichi, understanding these policies is essential.
Trustio helps merchants display verified Trustpilot reviews on their Shopify stores. By following Trustpilot’s rules, users can safely import and show reviews without risk of being flagged, hidden, or banned.

This article summarizes Trustpilot’s official policies and provides clear, compliant practices — ensuring that both merchants and customers maintain genuine, trustworthy review activity.

Understanding Trustpilot’s Core Policies

Trustpilot is built on transparency, honesty, and real experiences.
To protect the integrity of its platform, every user must follow several essential rules defined in the Guidelines for Reviewers (May 2025) and End-User Terms and Conditions.

1. Reviews must be genuine.
You can only post a review if you’ve had a recent, real experience with a business — usually within the last 12 months.
An “experience” can mean a purchase, an email exchange, a phone call, or even visiting an online store. Reviews that are fake or copied are removed immediately.

2. Incentivized reviews are not allowed.
Trustpilot strictly forbids reviews written in exchange for gifts, discounts, refunds, or any kind of reward.
Receiving or offering benefits in return for a review counts as manipulation and violates Trustpilot’s core policy.

3. Respectful and lawful language only.
Reviews cannot contain hate speech, personal attacks, threats, obscene or defamatory content, or promote illegal behavior.
Trustpilot removes any review that causes harm or spreads false information.

4. Keep it relevant and non-promotional.
Reviews must focus on your own service or product experience.
Do not include links, referral codes, or marketing for other brands.
Trustpilot is not a space for advertising or political messages.

5. Protect personal information.
Never post someone else’s private data such as full names, phone numbers, or photos.
This rule protects the privacy and safety of everyone in the community.

6. One account per person.
Each review must come from a single, verified user account with a valid email address.
Creating multiple accounts, impersonating others, or using fake identities violates the Terms of Use.

These principles ensure that every review remains authentic, respectful, and useful — keeping Trustpilot a reliable space for both consumers and businesses.

You can explore more practical guides on eCommerce tools and Trustpilot compliance at Orichi Blog

Why Reviews Get Flagged or Removed

Trustpilot maintains a neutral and transparent review space.
However, reviews can be flagged or removed if they violate the platform’s official guidelines.
Both businesses and consumers can report a review if they believe it breaches the rules — Trustpilot then investigates and takes fair action.

1. Fake or unverifiable reviews.
If a review doesn’t reflect a real experience or cannot be verified with evidence, it can be removed.
Trustpilot may request documentation such as a receipt, order number, or email confirmation to confirm authenticity.
Reviews written on behalf of others, or using multiple accounts, are also treated as fake.

2. Incentivized or biased reviews.
Any review written in exchange for a benefit — such as a discount, refund, or free product — is against policy.
Similarly, reviews written by employees, family members, or competitors are considered biased and can be deleted.

3. Harmful or illegal content.
Reviews that include hate speech, discrimination, threats, violent descriptions, or explicit adult material are prohibited.
Such content violates both Trustpilot’s rules and legal standards, leading to immediate removal.

4. Personal data or defamation.
Sharing another person’s name, photo, or contact details breaches privacy laws.
Likewise, posting false statements that harm a person or business’s reputation is considered defamation.

5. Promotional or irrelevant content.
Reviews that contain links, discount codes, or unrelated promotions are removed to maintain focus and integrity.
Purely political or spam content is also flagged by Trustpilot’s detection systems.

6. Wrong company or wrong domain.
Sometimes reviews are posted on the wrong profile (for example, reviewing Company A on Company B’s page).
These are either moved or deleted to prevent confusion.

When a review is flagged, Trustpilot blurs or hides it temporarily during the investigation.
If the issue is resolved and the review meets the guidelines, it will be restored.
Businesses cannot remove reviews themselves — only Trustpilot’s Trust & Safety team makes that decision.

Safe Practices – How to Write a Compliant Review

Trustpilot encourages everyone to share real and constructive feedback.
According to the official guide “8 Tips for Writing Great Customer Reviews,” a useful review should be honest, relevant, and respectful — helping both customers and businesses learn from genuine experiences.

Here are the essential practices to keep your review safe and compliant:

1. Be honest and specific.
Write about your real experience — what went well, what didn’t, and why.
Avoid exaggeration or writing on behalf of others.

2. Keep your review relevant.
Focus on the product or service you used.
Don’t discuss unrelated issues, personal opinions, or topics outside your experience.

3. Stay polite and respectful.
Even if your experience was negative, explain calmly and clearly.
Reviews with insults, hate speech, or offensive tone may be removed.

4. Avoid sharing personal information.
Do not include names, phone numbers, emails, or addresses — this protects everyone’s privacy.

5. Don’t add promotional material.
Never include discount codes, links, or marketing content in your review.
Trustpilot removes reviews that promote other brands or contain sales messages.

6. Keep proof of your experience.
Save receipts, screenshots, or emails — Trustpilot may ask for them to verify your experience.

7. Update your review if the situation changes.
If the business solves your issue or improves its service, edit your review instead of deleting it.
This keeps your feedback accurate and helpful.

By following these rules, your reviews will stay visible, trustworthy, and valuable to other consumers — helping maintain Trustpilot as an open and reliable platform for everyone.

What to Do If Your Review Gets Flagged

Trustpilot treats all users equally when a review is flagged.
If your review has been reported for potentially breaking the rules, Trustpilot will notify you and allow you to respond before taking any further action.

Here’s what you should know and do:

1. You’ll receive a notification.
Trustpilot sends an email explaining why your review was flagged — for example, it might contain promotional content, unverifiable experience, or inappropriate language.
The review may be blurred or hidden temporarily while the investigation is ongoing.

2. You can edit your review.
If the issue can be fixed (for example, by removing a link or adjusting your wording), Trustpilot gives you a chance to edit it.
Once updated and compliant, your review will be republished.

3. You may need to provide proof.
If the report relates to an unverifiable experience, Trustpilot may ask for supporting documents — such as a receipt, order confirmation, or email.
Providing this proof helps confirm your review is genuine and keeps it online.

4. If you disagree with the decision.
You can reply directly to Trustpilot’s email to request a second review.
If you still disagree, you can submit a formal dispute through the link included in the final decision email.

5. Avoid reposting the same review.
Do not copy and repost a flagged review.
This can be detected by Trustpilot’s system and marked as spam, which could affect your account standing.

Trustpilot’s goal is fairness — businesses cannot remove reviews themselves, and every flagged case is handled by the Trust & Safety team according to the same standards for all users.

How Trustio Complies with Trustpilot Policy

Trustio – Trustpilot Reviews fully respects and follows Trustpilot’s official policies.
The app does not create, edit, or manipulate reviews — it simply helps Shopify merchants display authentic Trustpilot feedback directly on their stores.

Below are the key ways Trustio ensures full compliance:

1. Only imports verified Trustpilot reviews.
Trustio connects securely to Trustpilot and imports genuine reviews already published by real customers.
It does not generate or request reviews on behalf of users.

2. No incentives or paid reviews.
Trustio never rewards users for leaving reviews and does not support campaigns that offer discounts, gifts, or refunds for feedback.
This aligns with Trustpilot’s “no incentivized reviews” policy.

3. No content alteration.
The app cannot and does not modify the text, rating, or author details of any review.
Users may customize widget titles or layouts, but the original review content remains untouched.

4. Transparency in display.
Merchants can choose how reviews appear (carousel, grid, etc.) but cannot falsify or rewrite customer opinions.
The option to “hide negative reviews” only affects display preferences — it does not delete or edit any Trustpilot data.

5. Respect for data privacy.
Trustio follows Trustpilot’s Privacy Policy by processing only the information necessary to display reviews.
No personal data is shared or stored outside the Shopify ecosystem.

6. Cooperation and refund policy.
In the unlikely event that Trustpilot reports a compliance issue, Orichi is fully prepared to cooperate and resolve it — including refunding the merchant if a violation is confirmed.

Through these practices, Trustio ensures that every review shown on your Shopify store remains authentic, policy-compliant, and trustworthy — reinforcing credibility without breaking Trustpilot’s rules.

At Orichi, we believe that every store should grow through real voices — and we’re committed to keeping Trustio fully aligned with Trustpilot’s standards of integrity, fairness, and respect.

Stay compliant. Stay transparent. Build trust that lasts.