Reviews policy

• Clients with a CONNECT account. You need to be signed in, with a verified email address.
• Only for a practitioner you booked through CONNECT. Every review is linked to a booking in our system, so each one comes from someone who actually booked a session with that practitioner.
• Only after the session has happened. You can review as soon as the practitioner marks the session as completed, or 24 hours after it ended if they haven’t marked it either way, so a practitioner can’t stop you reviewing by not updating the booking. This includes free discovery calls.
• One review per booking. If you’ve had several sessions, you can review each one.

If a practitioner marks your session as a no-show, you can’t review that booking. If your session did go ahead but you can’t leave a review, please contact us and we’ll look into it.

Practitioners can’t book or review themselves. We don’t accept reviews sent by email or social media, and we don’t copy reviews in from other websites.

To leave a review, go to your appointments in your dashboard. You’ll see “Leave a review” next to each session you can review. We don’t send review requests by email at the moment.

A published review shows:

• a star rating from 1 to 5, which is required;
• a title of up to 100 characters, if you add one;
• your comments, up to 1,000 characters, if you add them;
• your first name and the first letter of your surname, for example “Sam T.”;
• the date you submitted it.

We never show your full name, your email address or details of your booking. Please don’t include health details you wouldn’t want other people to read.

A practitioner’s rating is the average of all their published reviews, shown to one decimal place next to the number of reviews. Practitioners with no published reviews are shown as “New to CONNECT”. Reviews waiting to be checked, and reviews we don’t publish, don’t count towards a rating.

Profiles list the 50 most recent published reviews, newest first. The average rating includes every published review, not just those 50.

• Every review is checked before it’s published. A member of our team reads each one against the rules below. While it waits, your dashboard shows “Review awaiting moderation”. We aim to check new reviews within five working days.
• We don’t edit reviews. We publish a review exactly as it was written, or not at all.
• Practitioners have no say before publication. They can’t see, approve, reject or edit reviews before they’re published.

We only decline a review if it breaks one of these rules. They apply in exactly the same way to positive and negative reviews. We won’t publish a review that:

• isn’t about your own experience with the practitioner;
• was written by someone other than the client, or in return for something, such as a discount, a free session or a gift;
• was written by someone with a personal or business connection to the practitioner, such as a family member, employee or business partner;
• contains abusive, threatening, discriminatory or obscene language;
• includes someone else’s personal information, such as their contact details or health details;
• is advertising or spam, or contains links;
• could put someone’s health at risk, for example by telling readers to stop prescribed treatment;
• is defamatory, or breaks the law or our terms of service.

We don’t decline a review because it’s negative, because the practitioner disagrees with it, or because the practitioner asks us to. If we don’t publish your review, your dashboard shows “Review not published”. If you’d like to know why, contact us.

Honest negative reviews help other people choose, so we publish them on the same terms as positive ones.

• Reviews are shown newest first. We don’t move positive reviews up or hide critical ones.
• Practitioners can’t pay to remove, hide or move a review, and nobody can pay to improve a rating.
• A review isn’t a complaint. If something went wrong and you’d like us to look into it, please also raise a concern. You can do both. We’ll never ask you to change or remove a review as a condition of sorting out a problem.

• We never pay or reward anyone for a review, and we don’t write or commission reviews ourselves.
• Practitioners must not offer anything in return for a review, such as a discount, a free session or a gift. They must not review themselves or ask anyone else to write a review for them.
• Practitioners may ask their clients to leave a review, as long as they ask in a neutral way and don’t only ask the clients they expect to be happy.
• If we find that a practitioner has offered an incentive, arranged a fake review or put pressure on a client about a review, we’ll remove the reviews involved and may remove the practitioner from CONNECT.

Not at the moment. Practitioners can’t post a public reply to a review. If a practitioner thinks a review breaks this policy, they can ask us to look at it. We only remove a published review if it breaks the rules above, not because the practitioner disagrees with it.

Anyone can report a review they think is fake or breaks this policy. Use our contact form and tell us the practitioner’s name, the date of the review and why you’re concerned.

While we look into a report, we may take the review down temporarily. It doesn’t count towards the practitioner’s rating while it’s down. If it meets this policy, we put it back.

You can’t edit a review once you’ve submitted it. If you’d like your review taken down, contact us and we’ll remove it.

If you delete your CONNECT account, we keep your star rating so the practitioner’s average stays accurate. We delete your title and comments, and your name no longer appears with the rating. Our privacy policy explains what else happens to your data.

In the UK, the Digital Markets, Competition and Consumers Act 2024 (opens in a new tab) bans fake reviews and hidden incentives, and requires websites that publish reviews to take reasonable steps to prevent and remove them. The Competition and Markets Authority’s guidance on fake reviews (opens in a new tab) explains what that means in practice. In Ireland, consumer law, as updated by the Consumer Rights Act 2022 (opens in a new tab), requires us to tell you whether and how we make sure reviews come from people who have actually used the service.

This page is how we do both. Ratings also affect the default order of our search results: see how we order search results.