Review removal for telehealth, GLP-1, hormone and supplement brands

Only the ones that break Trustpilot's rules. Most negative reviews of health brands are real complaints about billing, shipping, results or support, and those stay online. The ones that can be flagged name other people, carry promo codes, describe another company or come from someone who was not eligible to review.

Our service is built for online brands in four categories: telehealth, GLP-1 and weight loss, hair loss, ED, TRT and HRT, and supplements. Local clinics and med spas collect most of their reviews on Google, which is not our service. We do not serve peptide vendors.

Three reasons. Evidence for a flag cannot include patient information. A reply cannot confirm that someone is a patient or make a health claim. And regulators have already brought a case over Trustpilot conduct in this industry.

Only the ones that break Trustpilot's guidelines. Trustpilot gives five reasons to flag a review, and a negative opinion is not one of them. See Trustpilot's flagging reasons. On most telehealth profiles the largest group of 1-star reviews is real billing, shipping and support complaints, which stay online.

Do not send patient records to anyone as proof, including us. For a genuine experience flag, the useful evidence is non-clinical. First ask the reviewer for details through Trustpilot's Request information tool. Then state that no account, order or support ticket matches the name, email or dates in the review. Trustpilot also says it will not remove a review just because you do not recognize the reviewer. Source: Trustpilot's flagging reasons.

It can be. A reply that confirms a person is your patient, or mentions their treatment, discloses protected health information. In 2023 the HHS Office for Civil Rights settled with a provider for $30,000 after it disclosed patient information in replies to negative online reviews. See the HHS announcement. Reply in general terms and move the conversation to a private channel.

No. Paying for a visit and not receiving a prescription is a genuine experience with your service, even when the clinical decision was correct. The right response is a reply that explains, in general terms, that prescribers make independent decisions and that visit fees are described before checkout.

Usually not. If the customer ordered through you, the delay is part of their experience with you, even when a partner pharmacy caused it. The different business reason applies when the text clearly describes another company, such as a drug you do not prescribe or a brand with a similar name.

Trustpilot publishes a HIPAA Business Associate Addendum that applies when a covered entity shares protected health information with Trustpilot through its review invitation services. Ask your privacy counsel whether your invitation setup needs it. Invitations matter because TrustScore gives more weight to recent reviews.

We cannot say before the audit, and we do not estimate. It depends on what your reviewers wrote. The audit is free and gives you the count, with the reason for each review.

Because the purchase either works or fails. In our September 2026 sample, 2-star to 4-star reviews together were under 20% of all reviews on 11 of 13 telehealth profiles. A customer who got their medication on time leaves 5 stars. A customer who was charged and got nothing leaves 1.

Replies do not change the rating. In our sample, three telehealth profiles replied to 92% to 98% of negative reviews and still had 1-star shares of 11% to 39%. The score moves when fewer new 1-star reviews arrive, when more customers are invited, and when rule-breaking reviews go offline.

Avoid it. The FTC's guidance treats public statements in digital content as advertising, and health claims need scientific evidence behind them. A reply should stick to service and policy. Source: Health Products Compliance Guidance.

Reviews from real customers about real experiences. A denied prescription, a charge after cancelling, late medication, slow support, a price rise or a treatment that did not work all stay. So does a review from someone who started intake and left. You never pay for those. The right move is a public reply, and our guide to HIPAA-safe replies shows how.

Yes, where you have a Google Business Profile, such as a clinic, an office or a pharmacy. We report reviews that break Google's content policies, and the same pack and price cover both platforms. See our Google removal service.

Only reviews that break Trustpilot's guidelines. Complaints about warm shipments, dose changes, price changes and refunds are genuine experiences and stay online. Reviews that advertise another seller, name staff, target the wrong company or come from people who were not eligible can qualify. See Trustpilot's flagging reasons.

The FTC said NextMed suppressed negative reviews on Trustpilot by selectively challenging critical reviews, offering Amazon gift cards to consumers to remove or change negative reviews, and conditioning refunds on consumers agreeing to remove negative reviews. It also alleged fake positive reviews and testimonials from people who were not customers. Source: the FTC's July 2025 announcement.

No, if each flag has a real basis. The FTC's phrase was selectively challenging critical reviews. Flagging a review because it breaks a published Trustpilot rule, and treating positive and negative reviews the same way, is a different act. Flagging reviews because they are negative is the pattern both the FTC and Trustpilot object to.

No. That is a Trustpilot Consumer Alert. Trustpilot adds it when it learns of an investigation or warning from a regulator, and keeps it for 12 months or until the regulator removes its own notice. Review removal does not affect it. Source: Consumer Warnings and Alerts.

No. A customer whose product or price changed is describing a genuine experience. The FDA declared the semaglutide shortage resolved on February 21, 2025, which changed what many programs could offer. See the FDA's statement. A clear public reply that explains the change, without discussing the person's treatment, is the right response.

No. Trustpilot bans incentives to edit or remove reviews, and refunds tied to removal were part of the FTC's NextMed complaint. Give the refund the customer is owed under your policy, with no conditions. Sources: Action We Take and the FTC announcement.

On a schedule measured in weeks per pack: about 1 week for 20 removals, about 2 weeks for 50 and 3 to 4 weeks for 100. Trustpilot lists bulk flagging over a short period as misuse, so we never flag a whole profile in one batch. Trustpilot does not publish its own decision time.

No. A customer who received a warm parcel had a genuine experience, and Trustpilot keeps those reviews online. Reply in general terms and replace the shipment where your policy applies. Our guide to cold-chain and dose complaints covers the wording.

Do not. The FTC's guidance treats public statements in digital content as advertising, and weight-loss claims need competent and reliable scientific evidence. The NextMed order also deals with claims about typical results. Source: Health Products Compliance Guidance.

Only if its reviews are on Trustpilot. Most local clinics collect reviews on Google, which has different rules and a different reporting tool. We work on Trustpilot profiles only.

We do not estimate before reading a profile. On large profiles the share that breaks a rule is usually small, because most negative reviews are real complaints about price, shipping or product changes. The free audit gives the actual count.

Reviews from real customers about real experiences. Warm medication, a dose change, a product switch, a price rise, slow support, a denial after a paid visit or weight that did not come off all stay. You never pay for those. The right move is a public reply and a fix. See our guide to cold-chain and dose complaints.

Yes, where you have a Google Business Profile. Offers to sell medicine, affiliate codes and dosing directions break Google's content policies and can be reported. The same pack and price cover both platforms. See how we remove Google reviews.

Only reviews that break Trustpilot's guidelines. Complaints about results, side effects, lab delays, shipping and billing are genuine experiences and stay online. Reviews that expose another person's details, advertise another seller, target a different company or come from ineligible writers can qualify. See Trustpilot's flagging reasons.

Often, yes. Trustpilot can remove another person's personal information, such as a name, phone number, email or photo. A review that names a third person and their treatment contains that person's name. If the review also describes the other person's experience and not the reviewer's own, it may break the genuine experience rule too. Sources: flagging reasons and who can write a review.

You have to. Never confirm that the reviewer is a patient and never mention a condition, medication or visit. For a brand whose name signals one condition, even 'thanks for being a customer' can disclose health information. Reply about your policy in general terms and offer a private channel. HHS has settled a case over patient details in review replies. See the HHS announcement.

Claim it. It is free, and only a claimed profile can reply to reviews and use the flagging tool. In our September 2026 sample, the two unclaimed profiles in this category had 1-star shares of 69% and 80%. Claimed profiles with more than 100 reviews ran from 1% to 19%. Source for the flagging tool: misuse of the flagging tool.

Not because of the opinion. 'It did not work for me' is a genuine experience. A results review can qualify for a separate reason. It might advertise another product with a discount code, or make a false medicinal claim that falls under Trustpilot's misinformation rule.

It can be. Trustpilot's personal information rule covers another person's name and details, and a review that exposes someone else's treatment is a strong case. Trustpilot first asks the reviewer to edit, and they have 3 days. Source: flagging reasons.

Avoid it. A success rate in a public reply is a health claim, and the FTC's guidance asks for competent and reliable scientific evidence behind such claims. Say that results differ and offer a private conversation. Source: Health Products Compliance Guidance.

Claim the Trustpilot profile, because an unclaimed page can still collect reviews and you cannot reply or flag until it is claimed. If your customers are local, Google is where your reputation work belongs, and that is not our service.

No. It is a genuine experience, and a useful one. Fix the packaging and reply in general terms without confirming what was in the parcel.

Reviews from real customers about real experiences. Results that disappointed, side effects, slow labs, packaging that was not discreet, a charge after cancelling or a clinician who would not prescribe all stay. Harsh wording stays too. You never pay for those. The right move is a careful public reply. See our guide to discretion complaints and privacy flags.

Yes. Each clinic site has its own Google Business Profile, and we read them together. Reviews from former staff or rivals, and reviews that reveal another person's treatment, break Google's content policies. The same pack and price cover both platforms. See Google removal for clinic profiles.

Only reviews that break Trustpilot's guidelines. Auto-ship, refund and taste complaints are genuine experiences and stay online. Promo-code spam, reviews aimed at another company, reviews from competitors or employees, and harmful content can qualify. See Trustpilot's flagging reasons.

On profiles we checked on September 19, 2026, Trustpilot showed this text: 'No recent history of asking for reviews. This company hasn't invited customers recently, so reviews may not be representative.' It tells readers that the reviews are mostly unprompted. It is not a penalty and not a Consumer Warning. Trustpilot says it makes clear how each business uses the platform, including whether it invites customers. Source: TrustScore explained.

By inviting customers, fairly and regularly. The wording refers to recent invitation history, so steady invitations are what change it. Trustpilot requires you to invite everyone in the same way, with neutral wording and no incentives. Source: Guidelines for Businesses. Review removal has no effect on the notice.

Give the refund your policy owes, and do not tie it to the review. Trustpilot treats incentives to edit or remove a review, including refunds, as misuse. The FTC named the same practice in its NextMed case. Sources: Action We Take and the FTC announcement.

Sometimes. If the text clearly shows that the purchase and the service came from another seller, such as an unauthorized marketplace store, the different business reason may apply. If the review is about your product's taste or effect, it is about you, wherever it was bought. We sort these one by one in the audit.

It can be. Trustpilot's advertising category covers misinformation that includes medicinal product claims, and the FTC says marketers should not make claims through testimonials that they could not substantiate directly. Do not reuse that review in your marketing, and consider flagging it as you would a negative review with the same problem. Sources: flagging reasons and the FTC's Health Products Compliance Guidance.

Yes, that is the clearest case there is. Trustpilot's advertising rule covers promotional codes and calls to action, there is no first step, and the proof is the text. Flag 5-star reviews with codes too. Source: flagging reasons.

Avoid it. That is a claim about what the product does, and the FTC's guidance asks for competent and reliable scientific evidence behind health claims in any public medium. Source: Health Products Compliance Guidance.

Those reviews stay online, because they are genuine experiences. Make the subscription terms plain at checkout, send a reminder before each renewal, and let customers cancel online. Then invite every customer to review. Our guide to auto-ship and refund complaints has the detail.

Reviews from real customers about real experiences. An unwanted subscription charge, a refused refund, a product that did not work or upset a stomach, and slow customer service all stay. So do harsh language and a comparison that favours a competitor. You never pay for those. See our guide to auto-ship and refund complaints.

Yes, where you have a Google Business Profile, such as a store or an office. Promo codes, links and off-topic rants break Google's content policies and can be reported. The same pack and price cover both platforms. See the Google side of our service.