How we collect reviews
A review is only useful if you can trust where it came from. Here is who can leave one, what we publish and what we will never do.
Who can leave a review
Only customers with a completed order. Once your coins are delivered, you get a review link tied to your order number [confirm how the link is sent], so every review on our reviews page comes from a real purchase and carries a verified purchase label. One order gives you one review. Leaving one is up to you, and choosing not to has no effect on your order or your guarantee.
What we publish
Every genuine review, whether it is glowing or harsh. We don't edit what you write or change your rating, and a low score stays up just like a high one. Disagreeing with a review is never a reason to take it down.
When a review is removed
Only when it breaks one of these rules:
- it contains personal details, such as an email address, an EA ID or a password;
- it is abusive, threatening or discriminatory;
- it is spam, advertising or contains links;
- it is about something other than the order.
If we remove a review, we tell the person who wrote it why.
What we never do
We don't write reviews ourselves or ask friends to. We don't pay for reviews or offer coins, discounts or anything else in return for a good rating. We don't copy reviews from other websites. Fake reviews, and incentivised reviews that hide the incentive, are banned under UK consumer law by the Digital Markets, Competition and Consumers Act 2024, and we follow it.
How we reply
We may reply to a review in public to thank you, explain what happened or say how we fixed a problem. If something went wrong with your order, email [email protected] with your order number so we can sort it out. You can still leave your review whenever you like.
Independent review sites
We also plan to collect reviews on Trustpilot [confirm]. Reviews there follow Trustpilot's own rules, and we have no say over what it publishes. We would only report a review there if it broke those rules.