Review policy

Every review comes from a real customer, is checked before it goes live, and stays up unless it breaks a rule on this page. Paying us never changes a review.

What stays up and what comes down

We publish

  • Reviews from customers who hired the business, with the month of the job
  • Bad reviews, as long as they describe a real job
  • One public reply from the business under each review

  • Edits the reviewer makes to their own review

We remove

  • Reviews written by the owner, staff, family or a competitor

  • Reviews that were paid for, traded or rewarded in any way, including discounts
  • Threats, hate, private details, or attacks on a person instead of the job
  • Reviews of a job the reviewer cannot connect to the business when asked

These rules are the only reason a review comes down. A paid plan, a sponsorship or an award never moves a review up, down or off the page.

How a business disputes a review

Disputes are handled in writing only. Email hello@topofthetrades.org from the address on your listing with a link to the review, the rule above it breaks, and any proof you have, such as a search of your job records. We check it against this policy and email both sides the outcome. While we check, the review stays up. No phone calls: the written record decides, so both sides get the same answer.

Review questions

Can a business pay to remove a bad review?

No. Paid plans, sponsorships and awards have no effect on reviews. A review only comes down if it breaks a rule on this page.

How do you know the reviewer was a real customer?

Every review is tied to a confirmed email address and the month of the job. If a business disputes it, we ask the reviewer for proof such as an invoice, estimate or photo. No reply within 14 days and the review comes down.

Can a business reply to a review?

Yes, once, in public, under the review. Keep it to the job. Do not post the customer's name, address or anything they did not share themselves.

Do reviews decide the awards?

No. Reviews help homeowners choose a pro. Awards are decided by homeowner votes under the published award rules at /rules.

Will someone call me about a review?

No. Everything about a review, including a dispute, is handled in writing so both sides have the same record.