Who can leave a review, the complete list of reasons a review will not be published, how the star rating is worked out, and what we do with a review that describes an injury. It also explains why a public review is a bad place for health information.
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Contents
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1What this covers
This explains how reviews work on our store: who can write one, when we publish it, when we do not, and how the star rating is calculated. It also covers questions, photographs and anything else you post in a public area.
It sits underneath the Terms of Use and Sale, which set out who owns what you post and what permission you give us by posting it.
2Who can leave a review
You can review something you actually bought from us. Every review is tied to the order it came from, and that is what verified purchase means on our pages.
There is no way to submit a review without a purchase behind it. We do not accept reviews from people who did not buy the item, and we do not import reviews from anywhere else.
When we ask. We invite you about three weeks after your order is fulfilled, and if the parcel shipped with tracking we hold the invitation until it has actually been delivered. You cannot review something you have not received yet.
How many. One review per item on an order. If you bought three of something and returned one, you can still review it. If the whole item was canceled, refunded or returned, we do not ask you about it.
What can be reviewed. Reviews are for physical products we sell at retail. We do not host reviews of clinical services, and we will not ask you to rate a visit with a clinician on a public page.
What is shown. Reviews show your first name only. If you close your account, your name is replaced so any review you left no longer identifies you.
3We publish the critical ones too
We publish reviews whether they are positive or negative. A low rating is never, on its own, a reason to withhold a review.
We do not take a review down for being critical, we do not reorder reviews to push a bad one out of sight, and we do not stop asking for reviews of a product because the ones we are getting are unflattering.
If a review is critical because something went wrong with an order, we will usually also try to fix the thing that went wrong. Doing that does not depend on you changing the review, and we will not ask you to.
4When a review will not be published
This is the complete list. A review is withheld only where one of these applies, and the same list is applied to every review regardless of what it says about us.
It identifies someone. It names, pictures or describes somebody in enough detail to recognize them, and they did not agree to be in it. That includes our staff and our clinicians.
It is unlawful or threatening. It is unlawful, threatening, harassing or abusive, or it infringes someone else's rights.
It is not about the product. It is not about the product or about your experience of buying it. A problem with an order, a delivery or a bill is better dealt with directly, and we will take it up with you instead of publishing it.
It exposes someone else's information. It contains personal or health information about another person, whether or not they are named.
It is spam or an undisclosed commercial interest. It is spam, it repeats a review you already left, or it comes from an undisclosed commercial interest, including a competitor and anyone paid by one.
It makes a disease claim we cannot publish. It states that a product treats, prevents or cures a disease. We cannot publish a claim like that, whether it comes from us or from you, and that is true even when it is your genuine experience. Write to us instead and tell us properly, because we do want to know.
Disagreeing with us, disliking a product, giving one star and saying so bluntly are none of them on this list.
5What we record when we do not publish one
When a review is withheld we record which of the reasons in section 4 applied and who made the decision, on the review itself. That record is kept.
What you wrote is kept exactly as you sent it. If we redact part of a review, for example a person's name, the original text is not overwritten and the redaction is recorded as a change.
We tell you what happened. Where the problem is fixable, we tell you what you could change so that it can be published, and you can edit and resubmit it.
6How the star rating is worked out
The number on a product page is the average of the published reviews for that product, rounded to one decimal place. The number of reviews and the breakdown by star rating are shown next to it, so you can see what the average is made of.
only published reviews count
reviews that are waiting for moderation, withheld, taken down or archived do not count, in either direction
we do not weight a review, and we do not select which ones go into the average
the average is recalculated the moment the set of published reviews changes
We do not withhold or delay a review in order to move an average, and we do not publish an average built from a different set of reviews than the ones you can read.
7Incentives, and people connected to us
7.1 If we give you something for a review
If we ever offer anything for writing a review, including store credit, a discount or a free product:
you get it for writing the review, not for what the review says
it is given the same whether you rate the product one star or five, and it is not withdrawn for a bad review
the review is labeled on the page as incentivized, next to the review itself rather than hidden behind a link or a tooltip
we never ask, hint or suggest that a review should be positive
7.2 People connected to us
If a review is written by an employee, a contractor, a clinician who works with us, or anyone else with a connection to us, that is stated on the review itself, in the same place and at the same size as the rest of it.
Nobody who works here posts a review pretending to be an ordinary customer. If we find one, we take it down and say why.
8We do not write reviews
We do not write reviews of our own products. We do not pay anyone to write one, we do not ask friends, family or partners to write one, and we do not use software to generate one. We do not buy reviews and we do not trade them.
If we quote a review in an advertisement or on another page, it is a real review that somebody left, quoted accurately, and we ask that person first.
9A review that describes an injury
If a review describes an injury, a reaction or a safety problem, it goes to the people who handle safety reports. It is not quietly deleted, and it is not withheld for raising the concern.
The safety question and the moderation question are answered separately and by different people. Opening a safety report about a review does not change whether the review is published, and every change made to a review is recorded.
We may write to you to ask what happened in more detail. You do not have to reply, and how you answer makes no difference to whether your review is published. What happens to a safety report is explained in the Product Safety and Medical Disclaimer, which also tells you how to report a problem to the Food and Drug Administration without involving us at all.
10Taking your own review down
Write to support@sleepbalanceacademy.com and tell us which review you want removed.
We take it down. You do not have to give a reason and we will not ask you for one.
The product's average is recalculated without it, so removing your review actually removes it from the number.
What we keep afterwards is the record that the review existed and was removed, which we need in order to be able to say what was published and when. That record is not public.
11Questions, photographs and anything else you post
The same rules apply to anything else you post in a public area of our site. Do not post anything that is not yours to post, anything false, or anything that identifies another patient.
You keep ownership of what you post, and the Terms of Use and Sale set out the permission you give us to display it and how to ask us to take it down.
12Changes to this document
We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.
How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.
If you want a copy of an earlier version, or want to know what changed and when, write to support@sleepbalanceacademy.com and we will send it to you.
Questions about a review, requests to remove your own, and anything you think we got wrong in moderating one all go to the same address. If your message is about an injury or a safety problem, say so in the first line.
