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Customer Review Policy & Guidelines

At ITL Health, we welcome honest feedback from our customers. Reviews help us improve our products and give future customers confidence in their choices. To ensure our review system is safe, fair, and transparent, we’ve set out the following guidelines.

What We Allow

  • Honest experiences — positive, neutral, or negative, as long as they are genuine.

  • Relevant details about product quality, performance, or your experience using it.

  • Respectful communication — constructive feedback is encouraged.

  • Photos or videos of the product, if they help illustrate your experience.

What We Do Not Allow

We reserve the right to remove or refuse reviews that include:

  • Hate speech, abusive or offensive language.

  • Defamatory, false, or misleading statements.

  • Personal information (e.g. addresses, phone numbers, private details).

  • Spam, advertising, or unrelated content.

  • Explicit, violent, or unlawful material.

How Reviews Are Verified

  • Verified reviews: Most reviews are requested directly from customers who have purchased from us. These are marked as “Verified Buyer.”

  • Unverified reviews: We may also accept reviews submitted manually on our website. These do not carry a “Verified Buyer” label.

  • All reviews — whether verified or unverified — are subject to our moderation process.

Moderation Process

  • Every review is subject to moderation before or after publication.

  • Our moderation process combines automated checks (e.g. for offensive language) and human review.

  • Reviews that meet our guidelines are published whether positive or negative.

  • If a review is rejected, we keep an internal record and reason for audit purposes.

  • If your review is flagged or removed, you may be contacted with the reason and given the chance to resubmit.

  • We may edit reviews only to remove personal data (never to change meaning).

Reporting a Review

If you see a review you believe violates these guidelines, please contact us at info@itlhealth.com. We will review and respond as soon as possible.

Incentivized Reviews

At times, we may offer customers a discount in exchange for leaving a review. When we do so:

  • Customers are free to leave any feedback — positive, neutral, or negative.

  • We do not require or encourage only positive reviews.

  • Because some reviews are submitted through these requests and others are not, we cannot always identify or label which specific reviews were incentivized.

  • For transparency, we want all visitors to know that our review collection process may include both incentivized and non-incentivized reviews.

Transparency & Fairness

  • We do not suppress negative reviews unless they break these rules.

  • All reviews — positive and negative — are displayed in the order they are received.

  • We may highlight reviews (e.g. “most helpful”) but we never hide poor ratings unless unlawful or abusive.

Data & Privacy

  • Reviewers may request deletion of their review or access to their personal data at any time by contacting info@itlhealth.com.

  • We comply with UK GDPR, the UK Online Safety Act, and EU/Irish consumer protection laws, including the Consumer Protection (Amendment) Act 2022, the Digital Services Act, and the GDPR, in handling review content.

Our Commitment

Our goal is to create a safe, fair, and trustworthy space for customer feedback. By leaving a review, you agree to follow these guidelines. Thank you for helping us keep our community respectful and useful for everyone.