Review Policy

This is the policy we'd point Google at. It applies to every business that uses Premoloop, without exception, and it's enforced by how the product is built, not just by a promise on this page. If a business wanted to gate or filter reviews, the Services don't give them a way to do it.

Every End Customer who gives feedback through Premoloop sees the same review link, on the same page, regardless of the rating they gave or what they wrote. A two-star rating and a five-star rating lead to exactly the same next step. There is no branching, no separate path, and no version of the product where a low score is routed somewhere else.

We don't offer a “private feedback first” step that quietly diverts unhappy customers away from the public review, we don't let a business hide or delete feedback it doesn't like from the customer-facing side, and we don't suppress a rating before it reaches a business's dashboard. If a customer writes it, the business sees it and the review link was offered. Full stop.

A business can ask an End Customer for feedback about a job, and send a single follow-up if they didn't respond the first time. That's the limit. Premo will not send a second chase, and it doesn't matter what rating, if any, was left. If someone opts out of being contacted, that choice is honoured permanently, for every future job, not just the one they opted out on.

Businesses using Premoloop cannot offer a discount, a prize draw entry, or any other incentive in exchange for a review, or for a particular rating. Incentivised reviews breach Google's own policies, they breach guidance the UK Competition and Markets Authority has published on fake and misleading reviews, and, separately from either of those, they read as fake, which defeats the point of asking in the first place.

Premo drafts a reply to feedback in the business's own voice, based on what was actually written. It never posts or sends that reply automatically. A person at the business reads it, can edit it, and has to actively approve it before it goes anywhere, to a customer or in public, on Google or otherwise.

This policy is designed to keep every business on Premoloop within the UK Competition and Markets Authority's guidance on consumer reviews, and within Google's policies on soliciting and posting reviews for a Business Profile. In particular, we don't permit:

• reviews solicited in exchange for payment or reward;
• selective solicitation designed to surface only positive outcomes;
• reviews written by, or on behalf of, the business about itself;
• any attempt to have a genuine negative review removed other than through Google's own reporting process.

If a business genuinely believes a review on its own Google listing is fake, abusive, or breaches Google's content policies, we'll help gather the evidence Google asks for to report it. We can't remove a review ourselves, and neither can the business. Only Google can, through its own process, and only where it breaches Google's own rules.

If you're a customer who feels a business hasn't followed this policy, or a business with a question about how it applies to you, email [email protected] and we'll look into it.