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Reviews Policy

Last updated: September 2026

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1. Purpose of this policy​

Reviews help customers understand the experiences of other customers and make informed decisions about Yondermann Cafe and the service we offer.

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We are committed to publishing and using reviews responsibly. We do not allow fake reviews, concealed incentivised reviews or the misleading presentation of reviews, ratings, review counts or other review information.

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This policy is in accordance with The Digital Markets, Competition and Consumers Act 2024 (DMCC Act) that created a new banned practice relating to fake reviews, setting out behaviour that is automatically unfair and illegal.

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It covers fake reviews, concealed incentivised reviews and requires us not to publish consumer reviews (and the information derived from them) in a misleading way.

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This policy explains:

  • Who may leave a review

  • What may be reviewed

  • How reviews may be submitted

  • The standards that apply to reviews

  • How reviews, ratings and testimonials may be displayed or used

  • How to report a suspicious review or misleading review information

  • How Yondermann Cafe may handle a reported review

 

This policy applies to customer reviews, ratings and testimonials that Yondermann Cafe publishes or republishes on its website, social media, email marketing, printed materials and other channels under our control.

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Reviews published on external platforms are also subject to that platform’s own rules and moderation procedures.

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2. Fake reviews, incentivised reviews and review information

For the purposes of this policy:

  • A fake review is a review that appears or claims to be based on a genuine experience but is not

  • A concealed incentivised review is a review that does not make clear that the reviewer received or was promised money, a discount, refund, free stay, gift or another benefit in connection with the review

  • Consumer review information includes information derived from reviews, such as overall ratings, service scores, review counts, rankings and review summaries

 

Fake reviews can be positive or negative. A review is not fake merely because it is critical of Yondermann Cafe, a service, or because Yondermann Cafe disagrees with the reviewer’s opinion.

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A fake review is a consumer review that purports to be, but is not, based on a person’s genuine experience.

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3. Who may leave a review

Customers of Yondermann Cafe are welcome to submit reviews any time via their platform of choice. We do not offer any incentive, financial or otherwise in exchange for customers leaving positive reviews.

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You may leave a review where it reflects your own genuine experience of:

  • The Yondermann Café, including any food or drinks experienced

  • Communication or customer service provided by Yondermann Cafe

 

You do not necessarily have to be the person who paid for the service. However, you must have a genuine connection to the experience being reviewed and must comply with the rules of the platform on which you submit the review.

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4. What can be reviewed

You can review both your experience of our food and drink as well as the experience of our service.

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A review about the food and drink provided should only relate to the food and drink that you received or that you otherwise genuinely experienced. Please do not include opinions about other items of our menus that you have not experienced.

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You may review also review any communication or customer service received as part of your experience with Yondermann Cafe.

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5. How reviews can be submitted

5.1 External review platforms

Anyone can leave a review on external review platforms such as Google Reviews or TripAdvisor following the service they received from Yondermann Cafe.

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Google Reviews and TripAdvisor control their own review-submission, verification, publication and moderation procedures.

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Yondermann Cafe does not claim to have independently verified every statement made in a review published automatically by Google Reviews or TripAdvisor.

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5.2 Direct feedback and testimonials

Customers may provide feedback directly to Yondermann Cafe by email, or social media. Direct feedback is not automatically treated as a public review.

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Yondermann Cafe will only publish direct feedback as a testimonial where we have a reasonable basis for believing that it relates to a genuine experience, the feedback is suitable for publication, and we have permission to use it where permission is required.

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A selected testimonial is not automatically included in an overall rating or review count.

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6. How Yondermann Cafe invites reviews

Review invitations sent or arranged by Yondermann Cafe are intended to be neutral. We will not:

  • Ask customers to leave only a positive or 5-star review

  • Discourage customers from leaving an honest negative review

  • Make complaint resolution, compensation or another remedy conditional on a customer not leaving a review

  • Ask a customer to remove or change an honest review in exchange for a refund, gift or other benefit

  • Place pressure on a customer to change the sentiment of their review

 

Resolving a complaint does not prevent a customer from leaving an honest review of their experience.

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7. Our approach to incentives

Yondermann Cafe does not offer money, discounts, refunds, gifts, competition entries or other benefits in exchange for customers leaving, changing or removing ordinary customer reviews.

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We will not publish or republish a concealed incentivised review.

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Where Yondermann Cafe separately publishes paid, gifted, or otherwise incentivised advertising or endorsements, it will:

  • Be based on a genuine experience

  • Be clearly identified as advertising or incentivised content

  • Not be presented as an ordinary customer review

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8. Review standards

When submitting a review, it should:

  • Reflect the reviewer’s genuine experience

  • Be honest and accurate to the reviewer’s knowledge

  • Relate to a service experienced

  • Not be submitted using a false identity or another person's account

  • Not be generated or submitted using a bot or another automated method intended to mislead

  • Not be duplicated or submitted through multiple accounts to manipulate a rating or review count

  • Not conceal an incentive or material connection with Yondermann Cafe, an employee, a supplier or another relevant party

  • Comply with the rules of the platform on which it is submitted

  • Not contain unlawful content, threats, hate speech, discrimination, targeted harassment or personal information that should not be made public

 

Yondermann Cafe employees, suppliers, and people closely connected with them must not pose as independent customers.

 

A genuine negative review will not be removed merely because it is critical, gives a low rating or contains an opinion with which Yondermann Cafe disagrees.

 

Critical comments about a service or interaction are permitted. Threats, targeted abuse or harassment are not. Abuse of Yondermann Cafe staff or local stakeholders will not be tolerated.

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9. How reviews and ratings are displayed

Yondermann Cafe may display reviews and review information on the Yondermann Cafe website, social media, email marketing, digital advertising, printed marketing materials and press or public-relations materials.

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We aim to present reviews and review information accurately and with sufficient context for customers to understand what they relate to.

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9.1 Ratings, review counts and summaries

Where reasonably practical, a rating, review count or summary published by Yondermann Cafe will make clear its source, the service, the number of reviews on which it is based on and the date of the review or when it was last updated.

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Yondermann Cafe will not knowingly use a rating, review count, ranking or summary that is false or misleading.

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Where a review is removed because it is found to be fake, concealed incentivised or otherwise misleading, we will take the reasonable steps to correct the claim on channels under our control.

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9.2 Selected testimonials and marketing extracts

Yondermann Cafe may select individual reviews or extracts for use as testimonials in its marketing. A selected testimonial or extract:

  • Will be based on a genuine review or genuine customer feedback

  • Will be relevant to the service or campaign in which it appears

  • Will not have its meaning or overall sentiment changed

  • Will be identified as a selected review or testimonial where the context could otherwise be clear

  • Will not be presented as a complete or statistically representative account of all customer feedback unless we have the necessary evidence to support that statement

 

We may shorten an extract or correct an obvious typographical error, but we will not edit it in a way that makes the review more favourable or less critical.

 

We may redact personal information where necessary. A privacy redaction will not be used to change the meaning of the review.

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9.3 Older reviews

Genuine older reviews may remain relevant. Where our service has changed materially, we will consider whether continuing to display older reviews without explanation could mislead customers.

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Depending on the circumstances, we may decide to add explanatory context, separate reviews from different periods, stop republishing an older review or update the relevant review information.

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10. Reporting suspicious reviews

You may report a review, rating, review count, summary or testimonial that you believe is:

  • Fake

  • Based on an experience that did not take place

  • Concealed incentivised

  • Submitted through a false identity

  • Duplicated or intended to manipulate a rating

  • Connected to Yondermann Cafe without that connection being disclosed

  • Inaccurate in a way that materially mislead customers

  • Inappropriate or unlawful

  • Otherwise inconsistent with this policy

 

A report may be made directly to Yondermann Cafe even where the review originally appeared on another platform.

 

Where possible, please provide a link or screenshot, the name of the platform or page, the service concerned, the reason you believe the content is suspicious and any relevant supporting information.

 

Reports should be sent to:

 

You may also use the reporting procedure provided by the platform on which the review appears.

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11. How we handle reported reviews

A report does not automatically mean that a review is fake or that it will be reported. Yondermann Cafe will consider the available information and where appropriate may:

  • Check relevant service records

  • Consider the information supplied by the person making the report

  • Ask the reviewer or platform for clarification

  • Temporarily stop republishing the review while it is considered

  • Ask the relevant platform to investigate the review

  • Take no further action where the review appears to be genuine and compliant

 

Positive and negative reviews will be considered using the same standards.

 

Where a review is found to be fake, concealed incentivised or otherwise misleading, Yondermann Cafe may choose a range of actions they deem to be relevant. This may include removing it from channels under our control, stop using or republishing it, report it to the platform, request that the platform removes or corrects it, and correct any affected ratings, review count, summary, testimonial or marketing claim.

 

Yondermann Cafe cannot guarantee that an independent platform will remove content from a channel controlled by that platform.

 

A reviewer or person who reported a review may ask Yondermann Cafe to reconsider a decision by contacting us and providing any additional relevant information.

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12. Reviews and complaints

A review and a complaint serve different purposes. A review is feedback intended to be published or shared with other customers.

 

A compliant is a request for Yondermann Cafe to consider and respond to a problem.

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You may make a complaint and leave an honest review about the same experience. Yondermann Cafe will not require you to choose between the two.

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Submitting a complaint, receiving a response or accepting an appropriate remedy does not prevent you leaving a genuine review.

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13. Privacy guidelines

Please do not include information in a public review that should remain private. Information you should keep private includes:

  • Order references

  • Home addresses

  • Telephone numbers

  • Email addresses

  • Payment references

  • Sensitive personal information about another person

 

Yondermann Cafe may redact personal information from a review or testimonial where reasonably necessary. Any redaction will be limited and will not be used to change the substance or sentiment of the review.

 

Personal information used to consider a reported review will be handled in accordance with the Yondermann Cafe Privacy Policy and GDPR.

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14. About Yondermann Cafe

Yondermann Cafe is the trading name of Yondermann Cafe Limited.

 

Questions about this policy or reports concerning reviews may be sent to:

 

This policy may be updated where our review arrangements, applicable law or relevant regulatory guidance change.

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