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Customer Reviews Charter

Last updated on 6/16/2026

This Charter describes all the measures implemented to guarantee the authenticity and reliability of Consumer Reviews, from their collection to their publication. Capitalized terms used in this Charter have the meaning given to them in the GetMyOpinion General Terms of Use.

1. The collection process and conditions for submitting a Review

1.1. Consumer Solicitation Process

The GetMyOpinion customer review solution is based on post-transaction Review collection. Review requests are therefore linked to a consumption experience (purchase of a Product or Service) and a clearly identified Consumer.

Consumers are solicited by email or SMS with an active link inviting them to share their Review on the Product or Service provided by the Client. The email (or SMS) specifies the identity of the Client and the Product or Service for which the Review is solicited. The solicitation of the Review does not include any commercial offer, invitation, or additional advertising.

Consumer identification is done via the email address or mobile phone number communicated to GetMyOpinion by the Clients. The Consumer may be re-contacted by GetMyOpinion for verification purposes. To this end, the Consumer guarantees the accuracy and authenticity of the personal data communicated to GetMyOpinion.

The submission of a Review by the Consumer is voluntary and optional.

1.2. Submission of the Review by the Consumer

Consumers who submit a Review must imperatively respect the following conditions:

  • be a natural person;
  • not be in a situation of conflict of interest with the Client (a situation in which the Consumer has interests related to the Client, the Product, or the Service, which could compromise the independence of their Review);
  • have personally had the consumption experience of the Product or Service on which their Review is based;
  • have confirmed their phone number or email address to GetMyOpinion upon request.

The Client is required to ensure that only Consumers meeting the conditions defined above are invited to submit a Review.

Through the email or SMS of the Review request, the Consumer accesses a satisfaction questionnaire to submit their Review. Only fully completed questionnaires will be considered. The Review must notably include an overall rating concerning the appreciation of the Product or Service.

The Consumer acknowledges and accepts that published Reviews are not confidential and private. The Consumer accepts that the Client and GetMyOpinion may publish the Reviews on their respective websites as indicated in 3. The Consumer's first name, the initial of their last name, and, where applicable, any element qualifying their consumption experience will therefore be published with the Review.

The Consumer guarantees the sincerity and authenticity of their Review and that, to their knowledge, all information provided is factually correct.

They are prohibited from making inappropriate, defamatory statements, or statements contrary to law and morality. The content of the Review may notably be rejected in the cases provided for in 2.

The responses to the questionnaire are intended, on the one hand, for statistical processing, and on the other hand, to constitute the Review that will be published as indicated in 3.

2. The Review moderation process

All responses to the satisfaction questionnaire and elements specified in the Review are subject to moderation.

The objective of this moderation is to ensure that Reviews comply with French legislation and this Customer Reviews Charter in order to publish, reject, or delete these Reviews.

All interveners and actions related to moderation are identified and traceable.

Each positive or negative Review is subject to moderation within a maximum period of 7 working days from its submission, carried out by a human moderator or assisted by artificial intelligence under human supervision.

GetMyOpinion reserves the right not to publish a Review in the following cases:

  1. Rude, insulting, discriminatory, disparaging, defamatory comment, written in capital letters;
  2. The Review mentions the corporate name, brand, website of another company or contains promotional or pricing elements;
  3. The Client's customer service has been informed of the complaint, question, complaint, or incident that was expressed through the Review;
  4. The Review contains elements that could engage the civil or criminal liability of the Client;
  5. The Review is submitted more than 30 days after the date of sending of the Review request;
  6. The ratings associated with the Review do not correspond to the comment;
  7. There is no textual content or it contains random characters or is poorly written to the point of being unintelligible or the content is unrelated to the rated subject;
  8. The Consumer has requested to unpublish their Review(s) or that their Review not be published or deleted;
  9. The Review attributes contain concrete elements of conflicts of interest;
  10. The textual content intended to be published contains personal information, such as first and last name, a phone number, a specific physical address or email address, a credit card number, social security number, bank account number, a license plate or any other information likely to violate privacy or lead to identity theft;
  11. The textual content indicates that the Consumer has not had their consumption experience; the Consumer has not consumed the Product or Service or the Consumer has written a review for another Product or Service;
  12. The textual content contains a call for legal action, an incitement to harm a third party, or an explicit statement of intent for legal or administrative recourse;
  13. In case of non-compliance with this Charter.

2.2. Artificial Intelligence (AI) assisted moderation

In addition to human moderation, GetMyOpinion uses artificial intelligence tools to assist and accelerate the processing of Reviews, in accordance with the European AI Regulation (EU AI Act) and the General Data Protection Regulation (GDPR), without ever substituting this processing for human responsibility or altering the authenticity of published Reviews.

As soon as a Review is submitted, the AI system analyzes its content against the criteria of this Charter and automatically assigns it a moderation decision from among the defined cases. Depending on the level of confidence of the analysis, the AI may either submit its decision for human validation before any publication or rejection, or directly proceed to publish or reject the Review when the criteria are unambiguously met, subject to a posteriori human supervision.

All Reviews pending processing are accessible to authorized moderators. For each Review, the moderator has the following options:

  1. Validate the AI decision: confirm the decision proposed by the AI;
  2. Change the moderation case: select one of the 13 non-publication cases provided for by the Charter, in substitution for the AI decision;
  3. Mark the Review as "publishable": cancel the AI decision and make the Review eligible for publication.

Any decision — whether issued by the AI or confirmed, modified, or cancelled by a moderator — is recorded and traceable in the Review's history. This traceability guarantees the transparency of the process and enables a complete audit of each moderation decision.

The use of AI is therefore part of a permanently human-supervised moderation process, the moderator retaining at all times the ability to intervene and make the final decision.

Any Consumer may request a human review of a moderation decision concerning them by contacting GetMyOpinion.

Moderation is carried out by human beings generally referred to as moderators. GetMyOpinion undertakes that its staff in charge of moderation meet the required conditions, namely:

  • Master perfectly the language in which the Review was written. This mastery must have been objectively validated before taking up the position, equivalent to a "Mastery" level of the Common European Framework of Reference for Languages (C2 level of the CEFR);
  • Access the entire content of the Review collected from the Consumer and the history of the Review submission (for example, number of submissions of the same Review);
  • Access elements relating to the identity of the Consumer author of the Review collected during the Review submission to be able to contact them if necessary, as well as the history concerning this Consumer (number of published Reviews, subject of previous Reviews);
  • Access all historical Reviews submitted on a Product or Service, whether they have been accepted or rejected;
  • Be able to entrust, in a traceable manner, the moderation of a Review to another moderator.

GetMyOpinion ensures that persons authorized to process personal data in the context of moderation undertake to respect their confidentiality.

GetMyOpinion undertakes to inform the Consumer of the rejection of their Review and to give them the reasons for the rejection.

When a Consumer is formally identified as the author of one or more fraudulent Reviews, non-compliant with this Charter, or deliberately intended to distort the rating of a Client, GetMyOpinion will permanently terminate their right to submit Reviews and proceed with the deletion of all associated contributions.

Published Reviews remain publicly accessible for a minimum period of 12 months. At the end of this period, or in the event of early withdrawal or depublishing, GetMyOpinion retains the Review, the documents attached to it, and, where applicable, the reason for withdrawal, for a minimum additional period of 12 months for verification purposes (compliance, disputes, audits). This retention also applies to all Reviews rejected at the end of moderation. At the expiry of this archiving period, the personal data contained in the Review are deleted or anonymized without further delay, except where a legal obligation requires longer retention.

3. The Review publication process

After validation, Reviews will be published as follows.

The Consumer accepts that their Reviews may be displayed:

  • On websites operated by GetMyOpinion in the context of its activity, notably the sites accessible at www.getmyopinion.fr as well as on its social media pages and digital or paper commercial supports in the context of its prospecting and information activity for its prospects and customers;
  • On the Client's website(s) and its social media pages, solely to inform future Consumers about the level of service and quality of the Client.

GetMyOpinion undertakes not to modify any Review.

Each Review, whether positive or negative, is displayed provided it has not been rejected during the moderation process provided for in 2. Reviews may not be published more than one month after their submission, except for the exception mentioned below.

Reviews are displayed in reverse chronological order from most recent to oldest based on the Review submission date.

The information published with the Reviews are:

  • Consumer profile data indicated as intended to be published;
  • The Review publication date;
  • The date of the experience;
  • The type of consumption experience;
  • The name of the company to which the Consumer belongs, if applicable.

The Review publication period is on a rolling 12 or 24 months and may be extended depending on the Client's activity. The displayed ratings are calculated on the selected period.

GetMyOpinion does not aggregate ratings (for example, for Reviews collected from several establishments of a Client) and does not weight ratings. GetMyOpinion displays the average rating transparently for each Client. The rating is obtained by the following calculation: Average rating = (sum of published Review ratings / total number of published Reviews). The recommendation rate (as a percentage) = number of Reviews that received a recommendation rating of 9 or 10 / total number of published Reviews.

The average rating as well as the recommendation rate are updated continuously as new Reviews are published.

4. Review depublication

The Consumer may request a posteriori the removal of their Review at the following address: cnil@getmyopinion.fr.

The Consumer may also request the modification of their Review, whether it has been published or rejected at the end of moderation, within a maximum period of one month from the publication date of the Review, or from the date of the moderation decision in the event of rejection. Any modification request triggers a new moderation procedure, according to the process described above (human and/or artificial intelligence-assisted moderation). The original Review is cancelled as soon as the modification request is received. The modified Review is only published or republished after validation of its compliance with the publication rules set out in this Charter.

GetMyOpinion may also depublish a Review in the following cases:

  • In the context of a posteriori moderation if information indicates that the Consumer and the Review content are not compliant with the Customer Reviews Charter;
  • In the event of a change of ownership or a modification of the substantial characteristics of a Product or Service, GetMyOpinion may depublish and archive Reviews prior to this change or when the Product or Service is no longer marketed;
  • In case of reaching the Review expiration deadline.

5. Client's Right of Reply

GetMyOpinion may display below each Review the response of the evaluated Client.

Each Client has the possibility to respond to Reviews submitted concerning them as long as the Review in question is online, in order to give their version of the facts, thank the Consumer for their Review, or indicate any changes introduced in the Product or Service since the Review was written.

GetMyOpinion provides Clients with an AI-based writing assistance tool, intended to facilitate their response to Reviews submitted by Consumers. The responses generated by this tool are provided as suggestions and remain the exclusive responsibility of the Client, who is free to modify them or not use them.

Responses are published from the date the response is sent by the Client.

The Consumer will receive an email (or SMS) to take note of any message addressed by the Client.

Responses are subject to moderation under the same conditions as those provided for in 2 and may be subject to reporting and may be removed under the conditions of 6 of this Charter.

In no case does GetMyOpinion interfere in the relationship between the Client and the Consumer, nor is it responsible for difficulties in the execution of the contract between the Consumer and the Client. It will be up to them to manage any difficulties that arise following the purchase of the Product or Service or the submission of the Review.

6. Reporting a Review (or content)

GetMyOpinion allows Consumers, Clients, and internet users to report, with justification, any Review or content:

  • Containing illicit or inappropriate elements;
  • Clearly showing an intent to damage the reputation of the Product or Service or of the Client in order to obtain financial or other compensation;
  • Contravening this Charter.

Reporting is done to the following email address: abus@getmyopinion.fr.

Reported Reviews are subject to manual moderation to verify their compliance with this Charter. During the manual moderation period following a report:

  • The Review may be temporarily removed;
  • A response may be sent to the person who issued the report.

If a Review has been reported or removed for the reasons stated above, GetMyOpinion undertakes to examine the Reviews previously submitted by the Consumer to determine if their removal is necessary.

The Consumer acknowledges that if one of their Reviews is reported as abusive, GetMyOpinion will be required to remove it if it is manifestly illicit and/or during the time required for verification.