How reviews are moderated

Last updated: 28 October 2026

Vouchbase publishes reviews that a store's customers write after a real order. This page sets out what gets published, what we remove and what we never remove, what removal looks like, how to report a review or a store's reply, and what happens after you do. It is operated by Truvas Limited and applies to every review page on vouchbase.net.

1. What gets published

Only customers who placed an order with a store can be invited to review it. The invitation comes from the store's own order record; there is no open review form. Stores cannot choose which customers are invited, cannot offer payment, discounts or rewards for a review, and cannot route invitations towards customers likely to be positive. Each published review carries a verified-order mark that links to its own record page.

A store may reply once to each review, in public, under the same content standards as the review itself.

2. What nobody can do

Nobody edits a published review: not the store, not the reviewer, not Vouchbase. A reviewer can delete their own review at any time using the link in their invitation email; deletion leaves a note that the review was withdrawn. Stores cannot hide, reorder or remove reviews, and cannot hide a review by replying to it.

3. What we remove, and what we never remove

We remove reviews and replies that contain:

threats, harassment or abuse;
hate speech;
other people's personal data, such as a private individual's name, address or contact details;
defamatory statements, where we receive a valid notice under the procedure in section 6;
content that infringes copyright, trade marks or other rights;
other unlawful content (section 8 lists what is prohibited);
content from someone who was not a genuine customer, where our own record shows the link between the order and the review is broken (section 7).

We do not remove reviews for being negative, angry or unfair. A one-star review, a review the store disagrees with, or a review about an experience the store disputes is still a review from a real order. We do not remove a review because a store asks us to.

4. What removal looks like

A removed review is never removed silently. Its record page and its place on the store's page show a notice that the review was removed by Vouchbase under this policy, with the date. The review text, rating and reviewer name are no longer shown, but the review continues to count in the store's rating and review count. Removal can never improve a score.

Where content is urgent to take down, such as someone's personal data, we may hide a review from public view first and decide afterwards. A hidden review is not shown anywhere; if we decide it should stand, it is restored unchanged.

5. How to report a review or a reply

Every review card and every review record page carries a "Report this review" link, which opens a short form. The form asks who you are (a customer, the store, a person named in the review, or someone else), why you are reporting, what is wrong, and an email address we can reply to. A store's reply is reported through the same form.

If you cannot use the form, email report@vouchbase.netwith the address of the review's record page and a line on what is wrong. Either way, you will receive an acknowledgement with a reference number.

6. What happens next

We acknowledge every report within two working days and decide within ten working days. We reply to the address you gave, and we do not pass your details to the store or the reviewer unless you have agreed to that.

Defamation. If you report a review as defamatory, we handle it under the Defamation (Operators of Websites) Regulations 2013. A valid notice must include:

your name and an email address;
the address of the review's record page;
the exact words you complain of;
what you say those words mean, and why that is defamatory;
which parts are statements of fact you say are untrue, and which are opinion you say is unsupported;
confirmation that you do not have enough information about the reviewer to contact them directly;
whether you consent to your name and email address being passed to the reviewer.

Within 48 hours of a complete notice (weekends and bank holidays excluded) we either pass it to the reviewer, with your name withheld unless you consented, or tell you what is missing. The reviewer has five days to respond. If they do not respond, or they ask for the review to be removed, we remove it within 48 hours and tell you. If they object and agree to be contacted, we pass their details to you and the review stays while you take it up with them. If they object but do not agree to be contacted, we tell you that, without their details; the review stays, and a court can order us to disclose them. If we no longer hold a way to contact the reviewer, we remove the review within 48 hours of a complete notice.

A store always holds the identity of its own customer, so a store cannot give the confirmation in item 6. A store that believes a review about it is defamatory should take that up with the reviewer directly, or obtain a court order; we still record the report and apply the rest of this policy to it.

7. For stores

Replies. You may reply once to each review, in public. Replies are held to the same standards as reviews and can be reported and removed in the same way. A reply does not hide the review.

"Not a genuine customer." If you believe a review did not come from a real customer, report it and tell us the order reference. We check our own record: the order your store sent us, the one invitation it produced, and the review written from it. If that chain holds, the review stands and we tell you the order it came from. A customer who cancelled or was refunded after writing a review still bought from you. We remove a review as not genuine only where our record shows the chain is broken.

Pressure to delete.Asking, rewarding or pressuring a customer to delete or change a review breaches your terms, as do incentives for reviews and selective invitations. We may suspend or terminate an account for these breaches and, for badge misuse, publicly note the removal of a store's profile. See the Terms of Service, Part C.

8. Prohibited content and how to complain

Vouchbase hosts content written by customers and stores. The following must not be posted anywhere on the service, and we remove it when we find it or it is reported:

terrorism content, and child sexual abuse material;
threats of violence, incitement to violence, harassment and stalking;
hate speech against people on the basis of who they are;
fraud, scams and other financial crime;
intimate images shared without consent;
content promoting the illegal sale of drugs, weapons or other restricted goods;
other people's personal data;
content that infringes anyone's rights.

Reports under this section go through the same route as section 5. The named contact for reports, complaints and legal notices is report@vouchbase.net, Truvas Limited, 115 Portland Road, London, England, SE25 4UN.

Complaints about our decisions. If you disagree with a decision, reply to the acknowledgement email, quoting your reference, and say why. We take a second look, considering anything new you send, and reply with the outcome. That second look is the final decision under this policy.

How it works — the rules that keep the record honest.
Terms of Service — Part B for reviewers, Part C for stores.
Privacy Policy — what we hold and for how long.

Truvas Limited, 115 Portland Road, London, England, SE25 4UN. Company number 11702342.