Please read this ratings and reviews notice (“Notice”) carefully to understand our policies and practices regarding ratings and reviews (R&R). This Notice applies to individuals who interact with Nestle ratings and reviews (“you”). This Notice explains how Nestle UK and Ireland (“Nestle”, “We”, “Us”) collect, use and publish ratings and reviews. It also outlines our ratings and reviews complaints process.
1. Submitting R&R
1.1. All R&R submitted for our goods and services must reflect a recent, genuine experience. They should not be misleading or false. Reviews that are misleading or false are Misleading R&R. It is not permitted to submit Misleading R&R for our goods and services. Examples of Misleading R&R include R&R:
1.1.1. that are false, for instance falsely positive, or falsely negative;
1.1.2. that are not from consumers that have genuinely experienced our goods/services;
1.1.3. duplicated or where the same reviewer leaves multiple reviews, for the same goods/services;
1.1.4. induced for a positive-only outcome;
1.1.5. connected to a different product than the one the R&R are left for;
1.1.6. that contains false or inaccurate contact information. Any person that submits R&R must provide genuine, accurate contact information.
1.2. R&R shall not consist of or contain anything;
1.2.1. unlawful, offensive (for example profanities), harmful, defamatory disrespectful inaccurate, false, deceptive, fraudulent, misleading or inappropriate content;
1.2.2. that is or may be a misuse or infringement of our, or any third party’s rights including intellectual property rights, privacy rights, moral rights, image rights, or property rights;
1.2.3. that is confidential or proprietary information, including anything that you do not have the right to disclose generally to the public, or personal information (including your own);
1.2.4. intended for marketing, commercial, promotional or advertising purposes;
1.2.5. intended to distribute any virus, worms of other harmful or unauthorised computer code or files;
1.2.6. illegible or unintelligible;
1.2.7. that’s main purpose is to promote or post content about another’s goods and services.
1.3. R&R may be aggregated into overall ratings or rankings.
2. Moderation
2.1. R&R listed under 1.1 and 1.2 above are Prohibited Content. Where Prohibited Content is found, the affected content will be modified or not published, proportionate to the severity of the Prohibited Content. R&R are monitored for Prohibited Content.
3. Incentivised R&R
3.1. Incentivised R&R are permitted for our goods and services, to the extent they are not Prohibited Content. For example, R&R may be obtained in exchange for entry into a prize draw, so long as there are no conditions or circumstances of entry that would elicit a positive-only response.
3.2. Where R&R are incentivised, such that the R&R carry a clear, enhanced risk that a reviewer may have a bias, for example we are aware the reviewer has a significant financial interest in or commercial link with the goods/services being reviewed, we request and provide facility for the review to be clearly and prominently labelled as incentivised. Such reviews are not included in aggregations.
4. Complaints
4.1. If you were unsatisfied with our products or services and wish to submit a review to inform others of your experience, it is appropriate to leave a review. A review is intended for publication and does not warrant a reply. If you are dissatisfied and wish for us to look into the matter and provide you with a response, you can submit a complaint with our Consumer Services team: Contact us at Nestlé | Nestlé UK & Ireland. A complaint is not published and does warrant a reply. You may choose to submit both a review and a complaint.
4.2. If you have a complaint concerning R&R, for instance you believe you have identified a false review, you can submit a complaint with our Consumer Services team: Contact us at Nestlé | Nestlé UK & Ireland. You can also contact us for any other comments or questions on R&R.