Effective Date: 1 June 2026
Urban Pet Play Ltd
Website: www.urbanpetplay.com
At Urban Pet Play Ltd, we value honest feedback from our customers. Reviews and ratings help pet owners make informed purchasing decisions and allow us to continually improve our products, services, and customer experience.
This Review & Ratings Policy explains how customer reviews are collected, moderated, and published on www.urbanpetplay.com.
We are committed to ensuring that reviews published on our website are:
Genuine and based on real customer experiences.
Fair and transparent.
Helpful to other customers.
Published in accordance with applicable UK consumer protection laws.
Moderated consistently and without bias.
We do not knowingly publish fake or misleading reviews.
Customers may be invited to leave a review if they have:
Purchased a product from Urban Pet Play Ltd.
Used one of our pet care services.
Received an invitation to review following an order or booking.
We may use reasonable measures to verify that a review has been submitted by a genuine customer.
We encourage customers to write reviews that are:
Honest and accurate.
Relevant to the product or service.
Based on personal experience.
Helpful to other pet owners.
Written in respectful language.
Reviews should focus on factual experiences rather than speculation or personal attacks.
Reviews must not include:
Offensive, abusive, or threatening language.
Discriminatory or hateful comments.
Defamatory or false statements.
Spam or repetitive content.
Advertising or promotional material.
Links to external websites.
Personal information, including addresses, phone numbers, or payment details.
Content that infringes another person’s copyright or other legal rights.
Illegal or harmful content.
Misleading claims about products or services.
Reviews that breach these standards may be edited for minor formatting issues or removed entirely.
To maintain a safe and trustworthy platform, all reviews may be moderated before publication.
Moderation is carried out to:
Detect spam or automated submissions.
Remove inappropriate content.
Protect customer privacy.
Ensure compliance with legal obligations.
Verify that reviews relate to genuine experiences where possible.
We do not edit reviews to change the customer’s opinion or rating.
We aim to publish both positive and negative reviews provided they comply with this Policy.
A review will not be removed simply because it is critical of our products or services.
Reviews may be withheld or removed where they:
Breach this Policy.
Cannot reasonably be verified.
Are suspected to be fraudulent.
Relate to matters currently under legal investigation.
Contain confidential or personal information.
Customers may have the option to provide a star rating alongside a written review.
Average ratings displayed on our website are calculated using published customer reviews and are updated automatically as new reviews are added.
From time to time, we may invite customers to review products in exchange for a discount, loyalty points, or entry into a prize draw.
Where this occurs:
Participation is entirely voluntary.
Customers are encouraged to provide honest feedback regardless of whether it is positive or negative.
Incentives are offered for leaving a review, not for leaving a favourable review.
Where required by law, incentivised reviews will be clearly identified.
Urban Pet Play Ltd may respond publicly to reviews to:
Thank customers for their feedback.
Provide additional information.
Address concerns.
Explain actions taken to resolve issues.
Responses are intended to be respectful and constructive.
If you believe a review published on our website:
Is fraudulent.
Contains offensive material.
Includes personal information.
Infringes your legal rights.
Breaches this Policy.
Please contact us with details so that we can investigate.
If a review raises a potential product safety issue, we may:
Contact the reviewer for further information.
Temporarily withhold publication while the matter is investigated.
Contact the manufacturer or supplier.
Take appropriate action where necessary to protect customers and their pets.
By submitting a review, photograph, or video, you confirm that:
You own the content or have permission to submit it.
Your submission does not infringe the rights of others.
Urban Pet Play Ltd may display your review on our website and, where appropriate, use it in marketing materials, newsletters, or social media, unless you request otherwise.
Ownership of your original content remains with you, but you grant Urban Pet Play Ltd a non-exclusive, royalty-free, worldwide licence to use, reproduce, publish, and display your review for promotional and customer information purposes.
Please do not include sensitive personal information in your review.
Any personal data submitted will be processed in accordance with our Privacy Policy and applicable UK data protection laws.
Urban Pet Play Ltd may update this Review & Ratings Policy from time to time to reflect changes in legislation, industry best practice, or our review processes.
The latest version will always be available on www.urbanpetplay.com.
Urban Pet Play Ltd
Website: www.urbanpetplay.com
Email:
We appreciate every customer who takes the time to share their experience. Honest reviews help us improve our products and services while providing valuable guidance to fellow pet owners. Thank you for helping us build a transparent and trusted community.
