Sending and acceptable use

This draft explains how a business may use TrustMetrics to ask customers for reviews. It is not legal advice. Questions: support@trustmetrics.io.

Who you may email

Email only people who have a prior business relationship with you, or who have given consent to hear from you. Do not use purchased lists, scraped lists, or lists you do not have a right to contact.

What you may not say

Do not offer incentives for a review, and do not ask only people who are likely to be positive. Google review policies and the FTC rule on consumer reviews (16 CFR 465) prohibit review gating and suppressing negative feedback. Do not claim TrustMetrics or your business is a Google partner, and do not promise a star rating.

Identity and unsubscribe

The message must identify your business and include your physical postal address. Reply-to is your business email. Unsubscribe requests are applied immediately, which is inside the 10 business days US law allows. A message without a working unsubscribe link is not sent.

Our right to pause sending

We may pause or slow sending for your organization, or across the platform, when bounces or complaints put deliverability at risk. You can appeal from Support with the topic Deliverability. Repeated abuse can lead to suspension of the account.

Plans

If review requests are enabled on the Free plan, they are manual, capped, and carry a TrustMetrics credit. CSV upload, automation, and SMS are not included. Starter and above keep the higher sending allowance, still subject to the reputation controls on this page.

See also the Terms of service and Privacy notice.