Review guidelines

• Customers whose booking is completed (the business marked it done, or it completed by itself after the appointment). Reviews from completed bookings are marked Verified booking.
• Signed in: My bookings → Past. As a guest: open your booking link. In the app: open the booking.
• Walk-in queue: if you joined the queue yourself, you can rate your visit on your ticket once you've been served.
• Bookings and walk-ins that the business added itself (for example a phone booking) can't be reviewed, because we can't be sure who the customer was.
• There's one review per booking: a rating of 1 to 5 stars and, if you like, a comment (up to 1,000 characters for a booking, 2,000 for a queue visit).

We ask you once your visit is completed, and may send one reminder 3 to 14 days later if you haven't reviewed yet. That's all: we won't keep asking.

• Your rating, your comment, the date (the month and year on the website, the exact day in the app), the Verified booking badge, and the business's reply.
• Your name: on TreatHour and in the app, the name on your account (or the name you booked with as a guest); on the business's own website, your first name and the first letter of your surname; in highlights on our home page, your first name.
• Your profile photo, if you added one, in the app and in the highlights on our home page.
• A business's rating is the average of its visible reviews, to one decimal place, with the number of reviews.
• If you delete your account, your review stays, shown as written by a "Former customer".

Reviews must be honest and about your own visit. We hide reviews that are:

• fake: written by the business, its team, friends or family, by a competitor, or in exchange for money, a discount, a gift or a free service;
• abusive: threats, hate speech, harassment, sexual content, or attacks on someone because of who they are;
• about the wrong business, or not about the service at all (politics, adverts, links, spam);
• sharing personal details: anyone's phone number, address, or private information, including the team's;
• illegal: defamatory claims you know to be false, or anything else against the law.

Honest negative reviews are allowed. A review isn't hidden just because the business disagrees with it.

• Reply to any review from your dashboard (up to 1,000 characters). You can edit or remove your reply. The customer is told about your first reply. Stay polite and don't share the customer's details.
• Report a review that breaks these rules, choosing a reason (fake, offensive, wrong business, personal details, or something else) and adding a note.
• You can't edit, hide or delete customers' reviews.
• Don't:
  • pay or reward customers (money, discounts, gifts or free services) for reviews;
  • ask only the customers you expect to be happy;
  • pressure anyone to write, change or remove a review;
  • review your own business or a competitor's, or ask friends, family or your team to.
  That breaks our Business Terms and can get your business suspended.

• Every report goes to TreatHour's team, and a person checks it. We don't filter reviews automatically.
• While we check, the review stays visible.
• If it breaks these rules, we hide it: it disappears from the business's pages and stops counting towards its rating. If it doesn't, we keep it, and the business can't report it again.
• We never edit the words of a review.

Customers: to report a review, or to change or remove your own (you can't do that yourself yet), contact us with the business's name and what's wrong.

We'll update this document when our service or the law changes. The date at the top shows when it last changed, and earlier versions stay readable below. If a change matters to you, we'll tell you before it applies: we email account holders and show a notice in your account on the website.

• 14 October 2026: First version.