Reviews Policy

Ratings & reviews

At Dishpatch, we believe in honest and helpful reviews and by sharing what you think, you'll help other customers find the right products and help us improve our products and service for you too. We also know how important reviews are for you to make informed choices. This policy explains how reviews of Dishpatch are managed and what we do to ensure they are fair, transparent and accurate.

We use a specialist independent company (Trustpilot) to manage and moderate all reviews shown on our website.

Review Guidelines

To ensure we're able to publish your review, please:

Keep your review focused on the product or service.
Avoid mentioning other retailers or the specific price you paid.
Do not include any personal information, such as full names or addresses.
Ensure your review is based on your genuine experience.
Follow Trustpilot 8 tips for writing great customer reviews and Trustpilot's rules on writing reviews.

If you are experiencing issues with providing a customer rating and review on the Dishpatch Trustpilot profile, please contact us directly and we will liaise with Trustpilot to resolve any issues as quickly as possible.

Suspected fake/banned reviews and incentivised reviews

Suspected fake/banned reviews can be reported directly in the Trustpilot review by clicking on the flag icon in the review, and by contacting us directly.
Fake/banned reviews will either be blocked from publication or removed, with sanctions, such as account removal, taken for serious policy violations.
We never commission or offer incentives (including non-monetary) for posting a Trustpilot review.

How we handle reviews

We provide a link in the homepage of Dishpatch.co.uk to our Trustpilot page where all consumer reviews are found; listed chronologically by default, and with consistent formatting.
The Dishpatch complaints process is independent from consumer reviews, and there is no interference or blocking of customers from leaving negative consumer reviews, or from making a complaint.

Trustpilot manages and moderate all reviews shown on our website. They help us to:

Check for Authenticity: Trustpilot use advanced automated detection technology to maintain trustworthiness of online reviews, detecting suspicious reviews that don't follow guidelines and either block them from being posted, or remove any that have already been posted.
Provide guidance: Trustpilot provides guidelines for reviewers and mechanisms for flagging reviews believed to violate guidelines
Label reviews: Trustpilot label reviews as invited, redirected, verified or unprompted based on the submission process. Further information on labels can be found here
Summarise reviews: Review summaries produced by Artificial Intelligence (AI) state how they are generated.

Reviews that do not meet these terms of use will not be published and/or will be removed, and any such decision will be at our sole discretion.

Your Role in Writing Reviews (Terms of Use)

These Terms of Use explain what we expect when you use the Dishpatch Trustpilot profile to provide a customer rating and review (the "CRR Service"). To the extent of any conflict between Dishpatch’s Privacy Notice and these Terms of Use, these Terms of Use shall take precedence with respect to your use of the CRR Service. You may only use the CRR Service if you agree to the following terms and conditions. Your use of the CRR Service demonstrates your acceptance of these terms and conditions and you agree to be bound by them.

By submitting your email address in connection with your rating and review, you acknowledge that your data will be handled by Trustpilot and you agree that Dishpatch and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

By submitting a rating and review as part of the CRR Service, you represent and warrant that:

You are the sole author and owner of the intellectual property rights thereto;
All "moral rights" that you may have in such content have been voluntarily waived by you;
Everything you write in your review is accurate and your honest opinion about the product;
You are at least 18 years old;
Use of the content you supply does not violate these Terms of Use, nor Trustpilot's rules on writing reviews (which can be found here), and will not cause injury to any person or entity;
You are not using the CRR Service for any commercial purpose.

You further agree and warrant that you will not submit any content:

You know to be false, inaccurate or misleading;
That infringes any third party's copyright, patent, trade mark, trade secret or other proprietary rights or rights of publicity or privacy;
That violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
That is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
For which you were compensated or granted any consideration by any third party;
That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
For advertising purposes;
That is repeatedly submitted and/or vexatious; and/or
That contains any computer viruses, worms or other potentially damaging computer programs or files.

How we may use your review

By submitting your review, you understand and consent to Dishpatch and Waitrose using the content submitted for any advertising and/or marketing purposes, which may include, but is not limited to, the use of your nickname, location, overall rating, review title, review and recommendation in any marketing and/or advertising in-store and in any social media channels, online, emails, Dishpatch and Waitrose publications, magazines and editorials.

For any content that you submit as part of the CRR Service, you grant Dishpatch and Waitrose a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, market, advertise, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at Dishpatch's sole discretion. Dishpatch reserves the right to report and/or request the removal of any content on the Trustpilot platform that it deems, in its sole discretion, to violate Trustpilot’s content guidelines and rules or any provision of these Terms of Use. Dishpatch does not guarantee that you will have any recourse through Dishpatch or Trustpilot to edit or delete any content you have submitted. If Trustpilot’s automated detection technology does not detect any issues, the rating and written comments generally go live on the Dishpatch’s Trustpilot profile within two hours.

You acknowledge that you, not Dishpatch, are responsible for the contents of your review submission. Your views do not represent the views of Dishpatch. None of the content that you submit shall be subject to any obligation of confidence on the part of Dishpatch, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

We reserve the right to amend these Terms of Use from time to time.