How Fluck Reviews work

Effective date: 29 September 2026

Fluck Reviews are written by people who have used local businesses. This page explains who can write a review, how reviews are collected and checked, how ratings are calculated, and what businesses can and can't do. Fluck Reviews are provided by Fluck AI LTD (Company No. 15723506), Innovation Centre, Knowledge Gateway, Boundary Road, Colchester, Essex, CO4 3ZQ, United Kingdom.

In short

• Reviews on a business's Fluck page come from signed-in Fluck users, and from customers who used the business's own review link or QR code. Those are checked for 24 hours before they appear.
• Every review that follows our review guidelines is published, positive or negative.
• Businesses can't hide, delete, edit or pay to remove reviews from their Fluck page.
• The rating is the average of published Fluck reviews, always shown with the number of reviews behind it.
• Anyone can report a review, and we explain every removal.

1. Who can write a review

You can review a business if you are 16 or over and have used, bought from, visited or tried to use it. You write reviews while signed in to the Fluck web app or the Fluck app, or through a review link or QR code the business gave you. Either way you must follow our review guidelines.

Signed in, you can review each business once. If you go back, update your existing review rather than writing a new one.

2. What you see on a review

• The reviewer's display name, their number of published reviews on Fluck, and any reviewer badges they've earned (section 3). A reviewer can make their profile private; their reviews still show, but their name no longer links to a profile.
• Verified visit. This label means the review is linked to a completed booking or reservation made through Fluck. It confirms the visit happened; it doesn't confirm everything in the review is accurate. It is the only label about how a review was collected.
• Photos the reviewer added (up to five), and optionally the team member or service they're writing about.
• Helpful. Readers can mark a review as helpful. You can't mark your own.
• The business's reply, if it has replied.

3. Reviewer badges

Badges recognise reviewers who contribute regularly. We set the rules, and they're the same for everyone, for example:

• Top reviewer: has published a large number of reviews on Fluck.
• Local guide: most of their reviews are of businesses in one area.
• Verified regular: several of their reviews are Verified visits.

Badges are worked out automatically from published reviews only. Nobody can buy or request one, and businesses have no say in them.

4. How reviews are collected

People review on their own. Anyone who meets section 1 can write a review at any time, whether or not they were invited.

Businesses invite customers. A business can send an email invitation after a visit. Every invitation has an unsubscribe link, never offers a reward, and never tells you what to write.

Review links and QR codes. Some businesses share their own review link or QR code. Reviews left that way are checked for 24 hours, then published on the business's Fluck page and counted in its rating. They show the name the reviewer gives, which isn't tied to a Fluck account.

Rewards. Fluck doesn't allow rewards for reviews. Loyalty programmes on Fluck never depend on whether you leave a review or what rating you give.

5. How the rating works

• The rating is the average star rating of the business's published Fluck reviews, rounded to one decimal place and always shown with the number of reviews it's based on.
• What doesn't count: NPS and satisfaction survey answers (they go to the business only), reviews still in their 24-hour check, reviews removed under our guidelines, and withdrawn reviews.
• With no rated reviews, we show no rating rather than a zero.
• The star breakdown shows how many reviews gave each star rating.
• Nobody can buy a better rating. A business's Fluck plan doesn't affect its rating, and paying Fluck never changes a review, a rating or where a business appears.

6. How we keep reviews genuine

• Anyone can report a review, including people without a Fluck account. A business disagreeing with a review isn't, by itself, a reason to remove it.
• People check reports, against our review guidelines. We aim to act on urgent content within 24 hours.
• If we remove a review, we tell the reviewer why, recalculate the rating, and the reviewer can appeal once within 30 days.
• Every business page shows how many reviews we removed in the last 12 months.
• Businesses that break our rules can receive a public warning on their page, and we may hide their rating while the warning applies.

Read the full moderation and reporting policy.

7. What businesses can and can't do

A reviewer decides whether to reply to a business's request. If they do, the conversation happens in Fluck chat.

8. How we use AI

• We use automated tools to group reviews by topic for businesses and to help businesses spot trends.
• Businesses can use AI to draft replies. A person at the business always reads and posts the reply; replies are never posted automatically.
• Fluck never uses AI to write or change reviews.

9. Your data and your choices

• What's public: your display name, your review count and badges, your rating, review text, photos and tags, and the date.
• What the business sees: the same as the public. The business doesn't get your email address or phone number from your review, and can only talk to you if you choose to reply to it.
• Edit or withdraw your review at any time. Make your reviewer profile private in your account settings.
• Delete your account and your reviews and photos are deleted too. The business's rating is recalculated.
• Your rights: you can access, correct or ask us to delete your data, or object to how we use it. See our privacy notice. If you're unhappy with how we handle your data, you can complain to us and to the Information Commissioner's Office (ico.org.uk).

10. Contact

Questions about reviews, or legal complaints about a review: hello@fluckai.com.