Reviews policy

• You can review a shop only from a Smyl receipt for a visit to that shop: one review per receipt.
• Receipts for Pay by Bank, cash and card all count. For cash and card receipts, you can review the same shop once a week.
• You can write your review up to 90 days after the visit.
• Visits under £1 can’t be reviewed.
• People on a shop’s own team can’t review that shop.
• If a visit was refunded before you reviewed it, it can’t be reviewed.

Nobody can buy, swap or be paid for a review on Smyl, and shops must not offer anything in return for one.

A review is a rating from 1 to 5 stars, and words if you want to add them. It shows your display name and the date.

Your review must:

• Be about your own visit.
• Be honest. Strong opinions are fine.
• Not include abuse, hate, threats or anyone’s personal details.
• Not be an advert, or about something other than the shop.

Our Acceptable use rules apply to every review and every reply.

• You can change your review for 30 days after you write it.
• You can’t change it while it is being looked at after a report.
• You can delete it at any time, unless it is being looked at after a report or we have taken it down.
• Once you delete a review, you can’t review that visit again.

The shop can always reply to a review, once, in public, under the review. A reply follows the same rules as a review, and can be reported too.

A shop can’t hide, edit or remove a review. Refunding a visit after it was reviewed doesn’t remove the review either.

In the app, a shop’s page shows its reviews, newest first. On smylpay.com it shows up to 5 of the newest reviews that have written comments, and the app has the rest. Once a shop has 3 or more reviews, we also show its average rating and how many reviews it has. Every review on Smyl comes from someone who has a receipt from the shop.

Anyone with a Smyl account can report a review or a reply in the app. Choose what’s wrong: illegal, offensive, misleading, spam or something else. On smylpay.com, anyone can use the Report link under a review, which emails us. Every report, from the app or by email, is tracked and decided the same way. A report alone doesn’t hide anything: a person at Smyl decides.

• We look at every report. The most serious come first.
• We take a review or reply down only if it breaks this policy or our Acceptable use rules.
• We never remove a review for being negative, and shops can’t pay us to remove or hide one.
• If we take your review down, you’ll see why when you open it in the app. If we take down something a shop posted, the shop sees what and why in its Back office.
• We never say who reported something.

You can ask us to look again within 6 months of a decision. In the app, open the review or Account › Reports you made and tap Ask us to look again. In the Back office, use Settings › Decisions. Or email hello@smylpay.com or use our contact form and tell us why. A Smyl admin looks at it again and can put the review back. We’ll tell you what we decided.

Email hello@smylpay.com.