Reviews Policy

Last updated: March 2026

Reviews are an important part of SureTrade. They help homeowners make informed decisions and help tradespeople build their reputation. This policy sets out how reviews work and what we expect from everyone.

1. Who can leave a review

Only homeowners who have unlocked a tradesperson's profile and engaged with them through the Platform may leave a review. We verify this connection to prevent fraudulent reviews.

2. What a review should include

A helpful review is honest, specific, and based on your genuine experience. Good reviews mention:

The type of work carried out
Quality of workmanship
Communication and professionalism
Whether the work was completed on time and to budget

3. Content standards

Reviews must not contain:

Abusive, threatening, or discriminatory language
Personal information (addresses, phone numbers)
Defamatory or knowingly false statements
Content unrelated to the service provided
Spam, advertising, or promotional material
Content that could constitute blackmail or coercion (e.g., "change this or I'll leave a bad review")

4. Moderation

SureTrade moderates reviews to ensure they meet our content standards. We may:

Remove reviews that breach this policy
Edit reviews only to remove personal information or inappropriate language (the substance is never changed)
Delay publication of a review while we investigate a reported concern

We do not edit or remove reviews simply because they are negative. Honest negative feedback is valuable.

5. Responding to reviews

Tradespeople may respond publicly to any review. Responses should be professional and constructive. Responses that breach our content standards will be removed.

6. Reporting a review

If you believe a review breaches this policy, you can report it through the Platform or by emailing [SUPPORT EMAIL]. We will review reported content within 5 working days and take appropriate action.

We will not disclose the outcome of moderation decisions to either party beyond confirming whether the review was removed or retained.

7. Fake reviews

We take fake reviews seriously. Submitting fraudulent reviews, whether positive or negative, is a breach of our terms and may result in account suspension. This includes:

Reviewing your own business
Paying for or incentivising reviews
Submitting reviews for work that did not take place
Using multiple accounts to leave reviews

8. How reviews affect Trust Scores

Reviews contribute to a tradesperson's Trust Score. See our Trust Score Disclaimer for full details on how scores are calculated and what they represent.

9. Review retention

Reviews remain visible for as long as the tradesperson's profile is active. If an account is closed, reviews may be retained in anonymised form to maintain the integrity of the review ecosystem.