Terms of Service

Effective date: 21 August 2026

These terms govern the Vouchbase service, operated by Truvas Limited, registered in England and Wales (company number 11702342, registered office 115 Portland Road, London, England, SE25 4UN). Contact: hello@vouchbase.net.

Part A applies to everyone who uses vouchbase.net. Part B applies to shoppers invited to write reviews. Part C applies to merchants who use Vouchbase for their store.

Part A — Using this website

A.1 The service

Vouchbase helps online stores collect and publish reviews from their real customers. Review pages, store profiles, and verification pages on vouchbase.net are provided free of charge for anyone to read.

A.2 Acceptable use

You may not attempt to disrupt the service, probe or circumvent its security, scrape personal data from it, submit false or misleading content, or impersonate any person, store, or Vouchbase itself.

A.3 Intellectual property

The Vouchbase name, logo, badge, and site content belong to Truvas Limited or its licensors. Review content belongs to its authors and is licensed as described in Part B.

A.4 Reporting content

Every published review carries a route to report it to us. We review reports and may remove content that is unlawful or breaches these terms; section C.8 describes what removal looks like.

A.5 Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, except where the law of your country of residence grants you mandatory protections or venue rights that cannot be excluded.

A.6 Changes

We may update these terms. Material changes will be posted on this page with an updated effective date; merchants additionally receive notice under C.16.

Part B — For reviewers

B.1 Where the invitation came from

If you received a review invitation email, it was sent on behalf of the store you bought from. The store is responsible for the message and receives your reply. Vouchbase provides the sending and publishing service. You never pay anything, and you are never obliged to respond. Every invitation contains an unsubscribe link that permanently stops review emails relating to that store.

B.2 Honest reviews only

Reviews must reflect your genuine experience with your real purchase. Stores using Vouchbase are not permitted to offer you payment, discounts, or rewards for a review, and are not able to choose which customers get invited based on how happy they are likely to be. If a store offers you an incentive for a Vouchbase review, please report it to hello@vouchbase.net.

B.3 What happens to your review

Your review, star rating, and chosen display name are published on the store's Vouchbase profile; product reviews are also delivered to the store's own website. You grant Truvas Limited and the relevant store a non-exclusive, worldwide licence to publish and display the review for these purposes. You can post without your name ("Verified customer").

B.4 The verified label

A review is labelled as coming from a verified order only when the order's payment was confirmed through the store's own payment gateway. Reviews from orders paid by other means (for example bank transfer or cash on delivery) are published on equal terms but without that label.

B.5 No edits, one-click deletion

Published reviews cannot be edited by anyone — you, the store, or us. This is how the record stays trustworthy. You can delete your review at any time using the link in your invitation email, which remains valid indefinitely; deletion removes it from vouchbase.net and from the store's website, and its verification page will show only that the review was withdrawn.

B.6 Content standards

Reviews must not contain unlawful material, threats, hate speech, other people's personal data, or content that infringes anyone's rights. We may remove content that breaches this section; removal is always visible (B.5/C.8), never silent.

Part C — For merchants

C.1 The agreement

By creating a Vouchbase account and connecting a store, you enter this agreement on behalf of the business operating that store. These terms, the per-review rates shown in your dashboard at signup, and our Data Processing Agreement (available on request from hello@vouchbase.net) together form the contract.

C.2 Authority warranty

The person connecting a store warrants that they are authorised to act for the business that operates it. Our technical verification confirms control of the store, not authority within your company; you are responsible for who in your organisation connects and operates the account.

C.3 Your message, our pipeline

Review invitations are sent on your behalf, in your name, with replies directed to you. You are the data controller for your customers' invitation data; we process it strictly under the DPA. You must offer customers an opportunity to opt out of review emails at or around the point of sale, as documented in onboarding. We enforce unsubscribes permanently across the service.

C.4 The complete record

Every review collected through Vouchbase for your store appears in your Vouchbase record — counts, distributions, and (when available) the browsable record — regardless of any moderation you apply on your own website. You may reply publicly to service reviews (one reply per review); you cannot edit, hide, reorder, or remove customer review content on Vouchbase.

C.5 No incentives, no targeting

You must not offer customers any incentive for reviews collected through Vouchbase, and must not attempt to route invitations selectively toward customers likely to be positive. Invitation behaviour is controlled only by order status and timing settings. These rules exist because they are what makes the record credible — and because UK and EU law now penalises fake and curated reviews.

C.6 Immutability

Collected review text, ratings, and reviewer display names cannot be modified after publication — by you or by us. Reviewer-initiated deletion and policy removals under C.8 are the only events that change what is displayed, and both leave a visible trace.

C.7 The verified label

The "verified order" label is applied only where the order's payment was confirmed through your own payment gateway. Orders paid by manual methods participate fully but publish without the label. The label's meaning is fixed; it is not configurable.

C.8 Content removal

We may remove reviews that are unlawful or breach Part B's content standards. A removed review leaves a visible notice in its place and continues to count in your aggregate figures, so removal can never improve a rating. We are not obliged to remove reviews because they are negative.

C.9 Pricing

Vouchbase charges per collected review, at the rates shown in your dashboard at signup. You are never charged for invitations that do not result in a review. Charges are deducted from your prepaid balance when a review is submitted. The per-review rate that applies to your account will not be increased for you after signup; we may set different rates for new customers with published notice.

C.10 Balance and top-ups

Balances are prepaid via Stripe and are non-transferable. If your balance is insufficient when a review is collected, the review is still published on your Vouchbase profile; delivery of product reviews to your store pauses until you top up. Unused balance is refundable on account closure, less any minimum retained under the pricing terms.

C.11 Your obligations

You will: keep native reviews enabled on your store as required for delivery; not interfere with, block, or falsify delivered reviews or the mechanisms that verify them; use the Vouchbase badge and verified label only as provided by the service, only on pages where they are accurate; and comply with the laws applying to your store, including consumer protection and review-integrity law.

C.12 Liability

Our total liability to you arising out of or in connection with this agreement is capped at the fees you paid to us in the twelve months before the event giving rise to the claim. This cap does not apply to our liability for breach of the Data Processing Agreement, for wilful default, or for fraud, and nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited. Neither party is liable to the other for indirect or consequential loss, or for loss of profits or revenue. The service is provided with reasonable skill and care. We do not warrant that reviews will be collected at any particular rate, or that published reviews will be positive.

C.13 Suspension

We may suspend sending or delivery where required to protect deliverability, comply with law, or investigate suspected breach of C.5 or C.11. Any compliance-driven change that affects your store's checkout or customer experience will ship with advance notice and, wherever possible, a setting under your control — never silently.

C.14 Term and termination

Either party may terminate at any time. On termination, sending stops and your profile is unpublished; reviewers' rights under Part B survive, and verification pages for already-published reviews remain available as an archival record unless removed under C.8 or B.5.

C.15 Badge misuse

Displaying a counterfeit or altered Vouchbase badge or verified label, or applying genuine ones to unverified content, is a material breach: we may terminate immediately, remove your profile, and publicly note the removal. The badge is only worth carrying because this rule is enforced.

C.16 Changes to Part C

We will give merchants at least 30 days' notice of material changes to Part C or to pricing structure, by email to the account address. Continued use after the notice period is acceptance; if you object, you may terminate under C.14 with any unused balance refunded.

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