For consumers Terms of Use
On this page, you'll find the terms and conditions for ValuedShops' tools and services. In addition to the review system, we also offer assistance in the event of a dispute with a ValuedShops member.
Acceptance of Our Terms and Conditions
By using our services and/or tools as a consumer, you automatically agree to the terms and conditions below. We therefore recommend that you read the terms and conditions below carefully.
Writing Reviews
We believe it is important that our customer reviews provide the most accurate picture possible of an online store’s performance. That is why we have a strict policy in place to ensure the authenticity of the reviews.
Terms and Conditions for Reviews
The following terms apply to the content of reviews:
• Only customers who can demonstrate that they personally made a purchase or used a service from the relevant (online) store may post a review.
• A review must therefore be submitted within 90 days after the reviewer has received the order.
• A review may not contain hateful, violent, or inappropriate content. Reviews that contain advertisements and/or spam, are off-topic, and/or involve a conflict of interest are also not permitted. Examples of prohibited content include:
• Insults;
• Discriminatory statements;
• Profanity and swear words;
• References to or endorsements of competitors;
• A review must not contain factual falsehoods or inaccuracies. We apply an objective standard in this regard. For example: If a review states, “The delivery time was longer than indicated,” while our objective investigation shows that the delivery in question was, in fact, made within the specified delivery time, the review contains a factual inaccuracy. In that case, the review will be removed. However, if the review states, “I think the delivery time is long,” that is an opinion or sentiment expressed by the consumer writing the review. That is permitted.
• A review may not contain information that can be traced back to third parties (personal data)
• A review may not contain a call to refrain from placing an order with the online store in question.
• A review may not contain content that violates laws and/or regulations.
Reviews that violate the above conditions will be removed.
Product Reviews
The same terms and conditions as above apply to product reviews. In addition, the following rule applies:
• A product review must relate exclusively to the purchased product.
Verification and Investigation
• In cases where we have reason to believe that a review is factually incorrect, or where the online retailer disputes the factual accuracy of the review, we will—in addition to our standard checks—conduct a supplementary investigation into the factual accuracy of the review. During this investigation, the review in question will be “flagged.”
• Even during our investigation, the review remains posted or visible via Google Feeds.
• We do everything we can to complete the investigation as quickly as possible. Our assessment is independent: online retailers have no influence over the removal of reviews. The review in question will only be removed if it violates our review guidelines.
Visibility of the review
• All reviews are published publicly and are indexable by search engines.
• Reviews remain visible even if the online store to which the review pertains ceases operations;
• However, reviewers can delete their own reviews at any time.
• To ensure that we can keep reviews public and visible, by submitting a review, you grant ValuedShops a perpetual, irrevocable, and unlimited right to publish and reproduce the review. ValuedShops is not required to pay any compensation for this.
Basis for Collecting Personal Data
The invitation email to leave a review
• To inform customers about the quality of the online store, online stores may invite customers to leave a review. We then send an email to you on behalf of the online store and subsequently publish the review. Depending on the settings, this can be done via our email address or an email address chosen by the online store.
• To send the invitation, we process the following personal data: your name, email address, and order number. Optionally, we may also process your phone number and the products you ordered, for example, to send a mobile invitation and/or collect product reviews.
• The online store is required to inform you that it shares personal data with ValuedShops for the purpose of sending the invitations.
• We consider the risk associated with processing this personal data to be moderate.
• Invitations are sent via email (partner: Mandrill). We store this data in a secure database; the server is located in the Netherlands, and a secure backup is stored in Switzerland.
• We retain this data for three years. We consider this necessary to provide the online store with statistics on the invitations sent and to prevent a single consumer from writing multiple reviews. In this way, we strive to protect the online store from reviews that may be written by its competitors.
The Review Itself
• We publish reviews of an online store submitted by its customers on the store’s own member page. If a remarkable or offensive review is posted, an online store can ask us to edit or remove the review by submitting a moderation request. If the online store does so, in most cases we will contact the person who posted the review on their behalf.
• To publish and manage the review, we process the following personal data: the review text, your name, IP address, and email address. Optionally, your phone number and the products you ordered may also be processed. You will be asked for an order number, but you are not required to provide it.
• By submitting your review, you give us permission to process and publish the personal data listed above.
• We consider the risk associated with processing this personal data to be moderate.
• Correspondence is sent via email (partners: Mandrill & SupportBee). We store this data in a secure database; the server is located in the Netherlands, and a secure backup is stored in Switzerland.
• We retain this data indefinitely. We consider this necessary to provide you, as a consumer, with information about the reliability of an online store. We can remove the review at your request. You can always edit or delete your review yourself.
Disputes and Conflicts
As an independent organization, we are here for both the online retailer and the consumer. Without taking sides, we mediate in disputes and conflicts. Important to know: our dispute resolution process is intended exclusively for consumers. You can only file a dispute if it concerns a consumer distance sale (online purchase). Disputes arising from business-to-business purchases fall outside the scope of this process and will not be considered.
To ensure this process runs smoothly, we ask that you:
• To communicate in a polite and mature manner with all parties involved.
• Not to provide false information or half-truths. We can best help you when we are aware of all the facts.
• To send us the requested information or supporting documents; without evidence, we often cannot verify your side of the story.
• To suggest what you believe would be a solution to the dispute. We want to avoid lengthy, principled discussions that don’t lead to solutions.
• Respond promptly so we can reach a solution quickly.
If your complaint is already being handled (or has been handled) elsewhere—for example, by Bol.com or Klarna—then unfortunately it’s not possible to file a complaint with ValuedShops.