Effective date: 29 September 2026
This policy explains how reviews on Fluck are checked, how to report one, what happens next, and how to appeal. It is provided by Fluck AI LTD (Company No. 15723506), Innovation Centre, Knowledge Gateway, Boundary Road, Colchester, Essex, CO4 3ZQ, United Kingdom, and applies alongside our review guidelines.
1. Our principles
- Honest reviews stay up. A negative review isn't a reason to remove it, and neither is a business disagreeing with it.
- We remove content only when it breaks our review guidelines or the law, and we say which rule applied.
- Fluck never edits the words of a review.
- Businesses can't hide or remove reviews from their Fluck page, and can't pay us to.
2. How to report a review
- Signed in: use Report on the review in the Fluck website, web app or app.
- Not signed in: email hello@fluckai.com with a link to the review and why you're reporting it.
- Businesses: in the Fluck Business Portal, open the review and choose Report review.
- Legal complaints (for example, defamation): email hello@fluckai.com with your name and contact details, a link to the review, the words you complain about, and why they're unlawful. We don't remove reviews just because a legal threat is made.
Reasons you can choose: the review looks fake; it's offensive; it contains personal information; the reviewer isn't a customer; or something else (tell us what). Reporting reviews because they're negative, or reporting in bulk, is itself a breach of our guidelines.
3. What happens after you report
- The review normally stays up while we check it.
- A person checks the report against our guidelines. We aim to act on urgent content (threats, personal information, illegal content, or a risk to someone's safety) within 24 hours.
- If we remove a review, it comes down from every Fluck page and stops counting towards the rating, and we tell the reviewer which guideline applied.
- If we find no breach, the review stays up.
4. Photos
Photos on reviews follow the same guidelines. We can remove a single photo without removing the review. We remove location and camera details from photos when they're uploaded.
5. Asking to resolve a problem
A business can send a reviewer a private request through Fluck offering to put things right.
- The reviewer is free to ignore it. If they reply, the conversation happens in Fluck chat, and the business never gets their email address or phone number from the review.
- The review stays published and counted while this happens.
- Businesses must not offer anything in return for changing or removing a review, make a refund depend on it, or pressure the reviewer. There's a limit of one request per review and one follow-up.
6. Appeals
- Reviewers: if we remove your review, you can appeal once, within 30 days, from your review on Fluck. Tell us why the decision is wrong; you can add new information.
- Businesses: you can ask us to look again, once, at our decision on a review you reported.
- Someone other than the person who made the original decision reviews each appeal, and we tell you the outcome. You keep any legal rights you have.
7. Sanctions
For reviewers, depending on how serious or repeated the breach is: the review is removed with an explanation; a warning; posting suspended; or the account is closed.
For businesses that break our rules (for example, fake reviews, offering rewards for reviews, or pressuring reviewers):
- a warning and guidance;
- a public warning on the business's Fluck page, explaining in plain words why it's there;
- hiding the business's rating while the warning applies; and
- in serious cases, removing the business from Fluck Reviews.
8. Transparency
- Every business page shows how many reviews we removed in the last 12 months. Reviews withdrawn by their authors, or deleted because an account was deleted, aren't counted.
- An active public warning on a business is shown next to its rating wherever Fluck shows it.
See How Fluck Reviews work. Questions: hello@fluckai.com.
Questions? hello@fluckai.com
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