Trustpilot review removal: we remove the 1-star reviews that break the rules. Pay per removal.

We do Trustpilot review removal for direct-to-consumer health brands: telehealth, GLP-1 weight loss, hair loss, ED, TRT, HRT and supplements. This page shows founders, operators and marketing leads what we remove and how, in the order most people ask about it.

Every statement about Trustpilot's policy or the FTC's rules links to the source. If a source changes, we update the page and change the date at the top.

Trustpilot review removal: who can remove or delete a review on Trustpilot

Only Trustpilot can remove a review from Trustpilot, and it acts after someone reports the review. What a business can do is report a review that breaks one of Trustpilot's named guidelines, with evidence, from its free business account.

Nobody else has a delete button. Not the business, not a paid plan and not a removal service. The reviewer can delete their own review, but a business may not offer anything in return for that.

So every Trustpilot review removal starts with a guideline. Each one has its own page here, with what it covers, what it keeps online and the proof that works.

• The five flagging reasons. They cover threats, hate and other harmful content, reviews that name or expose a person and promo codes and other adverts. They also cover reviews with no real experience behind them and reviews meant for another company.
• The rules behind them. fake reviews, who can write a review and incentivized reviews.
• The rules a business must keep. review invitations, business replies and misuse of the flagging tool.

The Trustpilot guidelines section has all eleven on one page. To learn which of your own reviews break one, ask for a free audit of your Trustpilot profile. It sorts every 1-star review into what can qualify and what will stay.

The reviews we remove: what qualifies for removal

A review qualifies for removal when it breaks one of Trustpilot's published rules. That is the whole test. How much the review hurts your business is not part of it. To see how those rules sit next to Google's, Yelp's and Facebook's, use our review policy comparison. The one-page Trustpilot rules sheet is the printable version.

Trustpilot gives businesses five reasons to flag a review:

1. It is harmful or illegal.
2. It contains personal information.
3. It is advertising or promotional.
4. It is not based on a genuine experience.
5. It is about a different business.

Each flag can use only one reason. Trustpilot assesses the part of the review you highlight, against the reason you chose. If you pick the wrong reason, the flag fails even when the review does break a different rule.

Here is what that looks like in practice for a health brand.

The right-hand column surprises many founders. Trustpilot says a person can review a business without buying anything. A phone call, a chat or a visit to your website counts as an experience. So "this person is not in our order system" does not settle the question.

Our audit sorts your reviews into these two columns. You see both lists. For a deeper look at the line between them, read our guide to the ten things Trustpilot keeps online and the five it removes.

We match each review to a flagging category and build its evidence

Each flagging reason has its own test, its own steps in the business account and its own kind of evidence. The table gives the summary. The sections below give the detail.

Source for the table: Trustpilot's flagging reasons and how to flag service reviews.

Before any flag is sent, it passes the same set of checks. This is what the file for one review looks like. You can use the same checks yourself with our free flag evidence checklist, or test a single review with the review qualification tool.

Harmful or illegal

This reason has five sub-reasons: hate speech or discrimination, terrorism, threats or violence, obscenity, and defamation. You pick one, then highlight the words that break the rule.

This is the only reason that hides the review while Trustpilot checks it. Reviews flagged for any other reason stay visible during the assessment.

Trustpilot is clear about the limits. It will not remove a review because you dislike it, because it criticizes your business, or because it includes swear words. Defamation is narrow too. It covers false statements of fact that harm a reputation and lead to significant financial loss. An opinion is not a statement of fact.

Evidence that helps: the exact phrase, a plain explanation of which sub-reason applies, and for defamation, proof that the statement is false. A claim that "they sold me fake medication" can be checked against pharmacy and lot records. A claim that "their service is terrible" cannot, because it is an opinion.

Rule page: the harmful or illegal rule, with evidence and examples.

Personal information

Trustpilot can remove another person's personal information, such as a name, phone number, email address, or photos and videos of other people.

Two limits apply. Trustpilot will not act if the information is already on your Trustpilot profile or your website. It also will not act if the reviewer shared their own details.

The steps are different from a harmful content flag. You highlight the content, and Trustpilot's tool sends the reviewer a request to edit the review. The reviewer has 3 days to respond. If the problem is not fixed, you can send the flag on to the Content Integrity Team.

Evidence that helps: the highlighted name or contact detail, and a check that the person is not listed publicly on your site. For health brands this category matters most when a review names a prescriber, a pharmacist or a support agent.

Health brands should apply this rule evenly. If you flag 1-star reviews that name staff, flag the 5-star reviews that name staff as well. Trustpilot's guidelines say so directly, and its Transparent Flagging page shows the public the star ratings of the reviews you flag.

Rule page: the personal information rule, with evidence and examples.

Advertising or promotional

Trustpilot can remove reviews that promote another business or product, or that include promo codes or calls to action. It can also remove reviews that push political or religious views instead of a customer experience, promote scams, or are spam.

The same category covers misinformation and impersonation. Trustpilot's list includes rumors confirmed as false by the authorities, medicinal product claims and AI-generated content.

A review that only mentions a competitor does not qualify. Trustpilot says it will not remove a review just because it names another business or compares you with one.

Evidence that helps: the highlighted code, link or sales pitch. "I switched to another provider and I am happier" is a comparison. "Use code SAVE20 at another provider" is an advertisement.

Rule page: the advertising or promotional rule, with evidence and examples.

Not based on a genuine experience

This is the category most founders have in mind when they say "fake review". It is also the one with the most rules attached.

Trustpilot can remove a review when the reviewer was not eligible to write it. Its examples are a current employee, a competitor, a person paid to write a fake review, and a review that is not about a recent experience. It can also act when its automated detection technology finds the review suspicious.

Four rules shape what you can do:

• You must ask first. You need to use the Request information tool before you can flag for this reason. The reviewer gets 3 days to answer.
• Invited reviews are off the table. If you invited the customer to review you, you cannot flag that review as not genuine.
• Old reviews are rarely checked. Trustpilot says it generally will not investigate this reason for a review posted more than a year ago.
• Not recognizing the customer is not enough. Trustpilot will not remove a review just because the person did not buy from you, you disagree with their story, or you think details are missing.

All four come from Trustpilot's flagging reasons.

There is one more fact to know. In 2024 Trustpilot made this route harder on purpose. Its Trust Report 2025 says it reduced the burden on consumers to prove their review is real. It made the change after feedback that some businesses were abusing the reporting tools to suppress negative feedback. Flagged reviews now run through detection software first. Asking "prove you were a customer" no longer removes reviews by default.

Evidence that helps: facts that show the reviewer could not be a customer or is tied to a competitor. One example is a reviewer name that matches a competitor's staff. Others are a review that describes a product you have never sold, or a cluster of new accounts posting near-identical text within hours. "We could not find them" is where the work starts. It is not the evidence.

Rule page: the genuine experience rule, with evidence and examples.

About a different business

There are three sub-reasons. The review belongs on another of your own domains, the review is about another business entirely, or you do not recognize the reviewer. That last option sends you to Request information.

Trustpilot can move a review to the right domain, or remove it when the text clearly points to another company. Its own example is a review about buying a handbag posted on an insurance company's profile. It will not remove a review just because it is vague and does not mention your name.

Evidence that helps: the words that prove the mix-up. For telehealth brands the common cases are a review about a drug you do not prescribe, a pharmacy you do not use, or a brand with a similar name.

For a fuller comparison of the five routes, read Trustpilot flagging categories and success rates.

Rule page: the different business rule, with evidence and examples.

Real complaints stay online, and we help you answer them

Trustpilot will not remove a review for being negative, disputed, rude or vague, or because the reviewer never bought anything. Most 1-star reviews on health brand profiles are real complaints, so most of them stay.

Trustpilot's help center lists what it will not remove under each flagging reason. Put together, the list looks like this:

• Reviews you dislike or disagree with
• Reviews that criticize your business
• Reviews that include swear words
• Reviews that include information already public on your profile or website
• Reviews where the reviewer shared their own personal details
• Reviews that mention or compare you with a competitor
• Reviews from people who did not buy anything
• Reviews where you dispute the reviewer's version of events
• Reviews that seem to be missing details
• Reviews that are vague or do not mention your business by name

Source: Trustpilot's flagging reasons.

For a subscription health brand, that list covers the most common complaint types. Shipping delays, pharmacy backorders, billing after cancellation, slow support, side effects and "it did not work for me" all stay online.

These reviews still deserve work. It is simply different work:

• Reply in public. Trustpilot lets every business reply for free. A calm, specific reply changes how the next reader sees the review.
• Fix the cause. If twenty reviews mention the same cancellation problem, the fix is in your cancellation flow.
• Invite every customer, the same way. TrustScore gives more weight to recent reviews. A steady flow of reviews from all customers does more for a score than any removal. Trustpilot requires you to invite fairly: everyone, at the same point, with neutral wording.

Health brands have one more limit. A public reply must never confirm that the reviewer is a patient or mention their treatment. See the telehealth page for how to reply without sharing health information.

The same guide shows pairs of near-identical reviews that land on opposite sides of the line.

Can a business pay to remove a review? You pay us for the work, never Trustpilot

You cannot pay Trustpilot to remove a review.

Trustpilot's Guidelines for Businesses say it treats all flagged content in the same way, whether or not the reviewed business has claimed its profile or uses paid services. Its help center says it treats all reviews equally, whether or not the business is on a paid plan. The TrustScore formula ignores paid status too.

A paid Trustpilot plan buys tools: automatic invitations, widgets for your site, analytics. It does not buy removals. The flagging tool is free for every business with a claimed profile.

You also cannot pay the reviewer. Trustpilot's Action We Take policy lists incentives to write, edit or remove a review as misuse. Refunds, discounts, gifts and loyalty points all count. The FTC treated the same conduct as a violation in its NextMed case, which is covered below.

What you can pay for is the work. A removal service is a legitimate purchase when it does these things:

• reads every review against the guidelines
• picks the correct reason for each flag
• prepares the evidence
• submits flags through the official tool in your account
• keeps your flagging record clean
• reports what happened

A service that claims a special relationship with Trustpilot, or a private channel for deleting reviews, is describing something Trustpilot says does not exist.

How to remove a Trustpilot review yourself, and what we take off your hands

Any business with a claimed profile can flag a review for free. These are Trustpilot's own steps, in the order its tool presents them.

1. Claim the profile and log in to Trustpilot Business. Flags are only accepted from a business account.
2. Open Manage reviews, then Service reviews, then Inbox, and find the review.
3. Click the flag icon and choose one reason. There are five, and Trustpilot assesses only the one you pick.
4. Read the guideline it shows you and confirm that you want to continue.
5. Highlight the words that break the rule. Trustpilot looks at what you highlight.
6. Do the first step if the reason has one. Personal information and different business flags start with an edit request to the reviewer. A genuine experience flag starts with Request information. The reviewer has 3 days.
7. Tick the box that says you understand misuse is a breach of the guidelines, and submit. Only a harmful or illegal flag hides the review while it is assessed.
8. Wait for the email with the outcome. You can appeal once if you have new facts. Do not flag the same review again.

That is the whole mechanism, and a service uses the same one. What differs is the choice of reviews, the choice of reason, the evidence and the pace. The next section explains where do-it-yourself flagging usually goes wrong. Our free tool checks one review against the five reasons, and our one-page evidence sheet covers what to write down first.

We pace every flag, so your profile never earns a Consumer Warning

Do-it-yourself flagging fails for three reasons: the wrong reason, the wrong target and the wrong pattern. The first two waste time. The third can cost you your TrustScore.

1. The wrong reason. A review can be flagged for one reason at a time, and Trustpilot assesses only that reason. A review with a staff member's name, flagged as "not genuine", will stay online. Once a flag is submitted it cannot be edited or deleted.

2. The wrong target. Teams under pressure flag the reviews that hurt most, not the reviews that break rules. The painful ones are usually real customers, so the flags come back marked invalid.

3. The wrong pattern. This is the costly one. Trustpilot watches how a business flags, not only what it flags.

Trustpilot's Action We Take policy gives four examples of businesses misusing the flagging tool:

• Flagging negative reviews that do not breach the guidelines, to get them off the profile
• Flagging the same review over and over
• Flagging content only when it appears in negative reviews
• Flagging reviews in bulk over a short period

Trustpilot says it uses automated technology to scan for flagging abuse, and that it also investigates reports sent through its whistleblower form.

What Trustpilot does about misuse

The response comes in steps. Trustpilot says it may skip steps when the misuse is serious.

Source: Action We Take.

A Consumer Warning usually stays on a profile for 6 months, and Trustpilot does not remove it until the misuse has stopped. In 2024 Trustpilot sent 19 thousand warnings and 5 thousand cease-and-desist letters, and had 9 thousand Consumer Warnings active, according to its Trust Report 2025.

For a brand that uses its Trustpilot stars in ads and at checkout, a hidden score for half a year costs more than the reviews it was trying to remove. Our guide to the Consumer Warning explains what triggers one and how to recover.

Your flagging record is public

Trustpilot shows each business's flagging activity for the last 12 months on its Company activity page. Anyone can see how often you flag, what share of your flags were invalid, and the star ratings of the reviews you flagged. Source: Transparent Flagging.

A record full of invalid flags on 1-star reviews tells customers, and Trustpilot, what you were trying to do. A short record with few invalid flags reads very differently.

How we lower the risk

• We flag a review only when we can name the rule it breaks and point to the words or records that show it.
• We check positive reviews for the same breaches, so your flagging is even across star ratings.
• We pace flags across weeks. We do not send bulk batches.
• We do not re-flag a review for the same reason after Trustpilot has decided.
• We tell you which reviews do not qualify, so nobody on your team flags them later out of frustration.

This lowers the risk. It does not remove it, and it does not change who decides. Trustpilot does.

From free audit to weekly proof: how we work

The process has eight steps, from a free audit to a weekly proof report. A 38-second demo with a transcript shows the audit, the proof report and what changes when reviews come down. Trustpilot makes the decision in step 7. Everything else is preparation and proof. The how it works page has the long version.

We never contact your reviewers outside Trustpilot's tools. We never post reviews. We never threaten legal action on your behalf. If a review raises a real legal issue, that is a matter for your own lawyer.

How fast reviews come down

Trustpilot does not publish a standard time for deciding a flag. It says it looks into each one as soon as possible and that complicated tickets take time.

A project runs in this order. The dark steps are our work. The light steps belong to Trustpilot or the reviewer, and we cannot speed them up.

These are the time facts Trustpilot does publish:

Two points follow from this.

Do not wait on reviews you believe are fake. After a year, Trustpilot generally will not check whether a review reflects a genuine experience. A review that qualifies today may not be reviewable next spring.

Expect weeks, not days. Bulk flagging in a short period is one of Trustpilot's own examples of misuse. A 20-removal pack is planned over about 1 week of flagging, never as one batch. A 50-removal pack takes about 2 weeks and a 100-removal pack 3 to 4 weeks. The weekly proof report shows progress as decisions come in.

Any service that names a fixed number of days for a Trustpilot decision is guessing, because the decision time is not theirs to control.

What Trustpilot review removal costs: you pay per removed review

We charge $475 to $600 per confirmed removal, by pack size, and nothing up front. The free audit sets the pack, and a pack is a ceiling: if fewer reviews come down, you pay for fewer. The pricing page shows the three packs, and the removal cost calculator prices your own number of reviews. To see how many removals a target score would take, use the TrustScore calculator. Most established firms quote per case.

Four things move the cost of any Trustpilot removal project:

• How many reviews qualify. This is the biggest factor, and it is often smaller than the number of reviews the brand wants gone.
• Which categories they fall under. A promo code is proven by highlighting it. A genuine experience case needs a Request information step, records and sometimes several rounds.
• How old the reviews are. Older reviews have fewer routes open.
• How much evidence your systems can produce. Clean order and support records shorten the work.

For context, this is a selection of prices other services have published, collected from their public pages on September 19, 2026.

Most established removal firms, including Reputation Resolutions, Erase, NetReputation and Removify, do not publish a per-review price. They quote per case.

The cost page goes through these figures in detail, including what AI assistants say when asked about price and where those numbers come from.

One caution on price. A very low per-review fee is only a good deal if the method is clean. If the vendor bulk-flags every 1-star review on your profile, the low fee comes with a Consumer Warning risk attached.

We work inside the FTC Consumer Review Rule

The FTC's Rule on the Use of Consumer Reviews and Testimonials took effect on October 21, 2024. It is published as 16 CFR Part 465. The FTC can seek civil penalties against knowing violators. The current maximum is $53,088 per violation.

The FTC says the rule covers businesses and also the firms that work for them, including reputation management companies. We sell one part of that work and say which part on our reputation management page.

What the rule prohibits

What "review suppression" means

Section 465.7 has two parts.

First, nobody may use certain tactics to stop a review from being written or to get it removed. The tactics are an unfounded or groundless legal threat, a physical threat, intimidation, or a knowingly false public accusation.

Second, a business may not hide reviews on its own website because of their rating or negative tone, and then present the rest as most or all of its reviews.

The rule then lists reasons for holding back a review that are not suppression, as long as they apply to all reviews in the same way. The list includes reviews that contain confidential information, defamatory, harassing, abusive or obscene content, another person's personal information, discriminatory content, or clearly false or misleading content. It also covers reviews the seller reasonably believes are fake, and reviews wholly unrelated to the products or services.

That list lines up closely with Trustpilot's flagging reasons. Reporting a review to a platform because it breaks the platform's published rules is not review suppression. Threatening a reviewer, or paying them to delete, is.

The NextMed case

In July 2025 the FTC announced a case against NextMed, a telehealth company selling GLP-1 weight-loss programs. The FTC said the company "suppressed negative reviews on Trustpilot by selectively challenging critical reviews, offering Amazon gift cards to consumers to remove or change negative reviews, and by conditioning refunds on consumers' agreement to remove negative reviews." The FTC also alleged fake positive Trustpilot reviews and testimonials from people who were not customers. The Commission approved the final order in December 2025. It requires a $150,000 payment and bans review manipulation.

The lesson for removal work is direct. "Selectively challenging critical reviews" is the FTC's description of the same pattern Trustpilot calls misuse: flagging negative reviews because they are negative. A flag needs a reason that would hold up for any review, of any star rating.

Read more in our plain-language guide to 16 CFR Part 465 and on the GLP-1 page, which covers the NextMed case as a list of what not to do.

Spot a scam removal service before it costs you your score

A scam removal service promises an outcome it does not control, or uses methods that put your profile at risk. These are the warning signs. Our guide to removal scams covers each one in detail.

• A promise that every review will come down. Each flag is assessed case by case, inside Trustpilot. A vendor that sells a certain outcome is selling something it does not control.
• A claimed contact inside Trustpilot. Trustpilot says flagged content is treated the same way for every business.
• No mention of what does not qualify. A real audit always finds reviews that must stay.
• Bulk flagging. Misuse, as covered above. The risk lands on your profile, not the vendor's.
• Contacting reviewers. Offers break Trustpilot's incentive rules. Threats can break 16 CFR 465.7.
• Positive review packages. Banned by Trustpilot and by the FTC rule.
• No proof of removal. You should receive a before screenshot and the dead link for each removed review.
• No named people and no address. You are giving this firm access to your business account. You should know who they are.
• Payment terms you cannot find in writing. Whatever the model is, it should be written down before work starts.

Questions worth asking any vendor, including us:

1. Which Trustpilot flagging reason would you use for this specific review, and why?
2. Which of my reviews will you refuse to flag?
3. How many flags per week will you submit from my account?
4. What happens if Trustpilot warns my account about flagging?
5. Do you ever contact reviewers? How?
6. What will my weekly report contain?

We compare our approach with other firms on the best review removal services for telehealth page. We are on that list, and the page says so at the top.

Review removal by industry: what we take down for telehealth, GLP-1 and supplement brands

The rules are the same for every business on Trustpilot. The reviews are not. Each health category has its own complaint patterns, and those patterns decide which reviews qualify.

Telehealth and direct-to-consumer prescription brands

In a September 2026 sample of 15 telehealth brand profiles, we counted about 118,000 reviews, and roughly 13% of them were 1-star. On profiles with more than 100 reviews, the 1-star share ran from 3% to 39%.

The complaint drivers are consistent: subscription billing, charges after cancellation, pharmacy and shipping delays, and slow support. Most of these reviews are real and do not qualify.

The ones that can qualify tend to be reviews that name a prescriber or agent, and reviews about a different company or pharmacy. Reviews from people describing someone else's order, and competitor content, can qualify too.

Telehealth brands also have a reply problem. A public reply that confirms someone is a patient can be a HIPAA violation. The telehealth page covers HIPAA-safe replies, LegitScript and the evidence you can share without exposing health information.

GLP-1 and weight-loss brands

GLP-1 profiles are large and fast-moving. The sampled brands held about 178,000 reviews. Complaints center on compounded medication shipping, cold-chain failures, dose changes and refunds.

This is also the category regulators watch most closely. The NextMed case involved a GLP-1 telehealth company and its Trustpilot conduct. Trustpilot adds a Consumer Alert to profiles of companies under regulatory scrutiny, and that alert stays for 12 months or until the regulator removes its notice.

For GLP-1 brands the process has to be conservative: fewer flags, stronger evidence, even treatment of positive and negative reviews. The GLP-1 page explains how.

Supplement brands

Supplement profiles are often smaller and less managed. Many carry Trustpilot's notice that the company has not invited customers recently, so reviews may not be representative. With few invited reviews, a handful of angry auto-ship customers can set the score.

Refund disputes and subscription complaints are genuine experiences and stay online. Promo-code spam, reviews aimed at a different brand with a similar name, and reseller disputes are where qualifying reviews show up. See the supplements page.

Hair loss, ED, TRT and HRT brands

Condition-specific brands share the telehealth patterns, with one addition: discretion. Reviews that name staff or reveal another person's treatment raise personal information questions more often here. See the hair loss, ED, TRT and HRT page.

Your TrustScore after the reviews come down

A review that Trustpilot takes offline no longer counts toward your TrustScore. For profiles under 10,000 reviews the score recalculates right away.

How far the score moves depends on the formula. Trustpilot's TrustScore explanation names three factors:

• Time span. Recent reviews weigh more than old ones.
• Frequency. The score is most stable when reviews arrive regularly.
• A built-in average. Every profile's calculation includes 7 neutral reviews worth 3.5 stars. Their effect fades as real reviews add up.

So removing five recent 1-star reviews from a profile with 80 reviews can move the score a lot. Removing five old ones from a profile with 8,000 reviews will barely show.

This is why we do not forecast a score before the audit, and why removal works best next to steady, fair review invitations. Our guide to TrustScore and conversion looks at what the research says about star ratings and buying decisions.

One more point from Trustpilot's rules. Only a customer's most recent review counts toward the score. If an unhappy customer posts a second review after you fix their issue, the newer one is what the formula uses.

Get your free audit, or keep reading

Every industry page, guide and comparison on this site is listed under "Related pages" below. If you would rather start from your own profile, request a free audit. You will get both lists: what can qualify, and what does not. The free Trustpilot audit page shows a page of the report, from a fictional brand. How the rule check works explains what the audit looks for and what it cannot know. To run it on your own export first, use the review self-audit.