All reviews and comments are screened by a team of moderators working around the clock. We moderate all reviews and comments as quickly as possible, however due to the volume of submissions there can sometimes be delays.

We will publish, reject or remove any review or comment at our discretion.

All reviews and comments submitted to True Local become the property of True Local.

We may reproduce any part of a review or comment for publication or broadcast in marketing material, newsletters, on social networking sites, newspapers, magazines, TV, radio or online.

True Local is under no obligation to remove a review or comment when requested by the reviewer or business owner.

We accept both positive and negative reviews and comments, so long as they appear to be honest, authentic and written by someone who has had first-hand experience with the business.

We like reviews and comments which are helpful, interesting and funny. Providing as much detail and supporting information as possible will make it more likely for a review to be accepted.

Our moderation team are experts at spotting fake and offensive reviews and comments and will reject anything which doesn’t comply with True Local’s review guidelines.

We reject reviews or comments which:

• Don’t appear to be based on a genuine experience.
• Contain offensive or derogatory material. This includes anything racist, sexist or homophobic.
• Are based on rumour or second-hand information (for example, an experience your partner or friend had).
• Are defamatory. This means to falsely or unjustly damage someone’s reputation, this includes stating a person’s full name, contact details, location or any form of identification. Reviewers must back up any allegations with as much detail and background information as possible for us to consider publishing it.
• Contain swear words.
• Contains any personal identifiable information this includes stating a person’s full name or contact details.
• Are written by a business owner on a competitor’s business listing.
• Don’t mention specific experiences with the business.
• Are written in a language other than English or which don’t make sense.
• May be in contempt of court. This includes reviews and comments containing references to legal cases currently before court.
• Contain claims of food poisoning, medical malpractice or illegal activity. We encourage reviewers who have experienced these issues to contact the relevant authorities.
• Contain repeated information (for example a direct copy and paste from another review).

When a review or comment is rejected at initial submission, we send the reviewer an email. True Local regularly evaluates the integrity of published reviews and comments. As such, published reviews and comment that don’t meet our Review Guidelines may be removed at a later time without notice and in this case, we do not send the reviewer an email. True Local’s decision is final and we won’t enter into any further correspondence about the matter.

We don’t accept reviews by business owners, their staff, or ex-staff, on their own business listings. This includes business owners writing testimonials on behalf of customers and staff or ex-staff writing disgruntled criticisms of the business. True Local users often consider these reviews unhelpful or fake. However we do encourage business owners to submit comments in response to customer reviews about their business.

If any True Local user sees a review or comment they think is inappropriate or unfair they can click the “Report” button which appears on every review. If a pre-moderated review is reported, it will be removed immediately, until it is moderated/ If the moderators decide it meets all of True Local’s review guidelines, they’ll display it again on the website. However, True Local won’t immediately remove reported reviews and comments that have already been moderated. In this case, the review or comment will be reassessed and if the moderation team agree the review or comment is inappropriate, they’ll remove it. If they decide it meets all of True Local’s review guidelines they’ll leave it on the website.

The moderation team’s decision is final and once a decision is made no further correspondence will be entered into.

True Local will not accept phone calls or emails about inappropriate reviews. All inappropriate reviews must be reported via the website.