What reviews and content can’t you remove?

An honest review from a real customer stays up when it breaks no platform rule, however harsh it is. A low rating, an opinion of your service and a true account of a bad visit are allowed on Google, Trustpilot and the other platforms we work with. The platform decides every report, and a review that does not break its policy usually stays up.

The platforms say this in their own help pages. Google’s report inappropriate reviews page tells owners: “Do not report a review just because you disagree with it or dislike it.” It adds that Google does not get involved in conflict between businesses and customers. Trustpilot’s guidelines for businesses say it does not remove a review because a business thinks it is unfair or critical.

A dispute about the facts is not a policy breach either. If a customer describes a visit differently from how you remember it, neither Google nor Trustpilot will decide who is right. Whether a statement is false and harms your business is a legal question for a court, covered in can you sue over a fake review.

Some content we do not take at all. We do not handle Better Business Bureau complaints, product ratings on retailer websites or personal photos. We do not take news articles on a publisher’s own website. A Reddit post about your business is different: it is a platform post, and we can file it under Reddit’s rules (can you remove Reddit posts). We also do not sell a rating, post reviews or bring back five-star reviews that Google removed. Some agencies remove reviews by methods that break a platform’s rules, and the platform can reinstate those reviews later. We do not use them, and we do not contact reviewers or ask a platform who wrote a review (why we never contact the reviewer).

You choose what we file in the TrustOS portal. Every 1-star review is selected by default, and you can add 2 and 3 star reviews. If the platform keeps a review, the portal shows it as Could not be removed. You pay for the ones that come down (what happens if nothing comes down).