Review policy

Who can submit a review

Anyone who has had a genuine interaction with WFHI. You do not have to have bought anything — an enquiry, a sales call, a training session or a support conversation all count.

We ask for a phone number or email address so we can match your review to our records where possible; it is never published. Everything else is optional. Please do not review us on someone else’s behalf, write about a different company, or submit a review you were paid to write.

When reviews are published

Reviews that pass our automated submission and safety checks are published straight away, without waiting for anyone at WFHI to approve them. There is no queue.

Those checks ask whether a submission is safe and valid to display, never whether we like what it says: a one-star or otherwise critical review is published under exactly the same rules, at the same moment, as any other. A published review can be moderated afterwards, on the grounds set out below.

Submission checks

Before publishing we check automatically that a submission is complete and valid, safe to display on a web page, not an obvious duplicate of one you have already sent us, and not obvious spam. One that fails is not published as submitted; the form says which check it was, and nothing you typed is lost.

Private contact details in the text — a phone number, an email address, an order number, a link — are removed rather than refused. The review publishes without them and is otherwise untouched.

How verification works

A review does not need a verification label to be published. If we can match it to a WFHI purchase, customer record, enquiry, support interaction or to evidence you send us, we add the label that matches what we found.

If we cannot make a match, the review is published as an “Unverified experience”. That means only that we could not tie it to a record: it does not mean we think it is false, and it is not a reason to remove anything. A label can be added or changed later if reliable evidence turns up.

When we may moderate a published review

A published review can be removed only for one of these reasons, and the reason is written to a log that is only ever added to — so if you ask us why, the answer comes from a record.

We may also redact part of a review and leave the rest published. A redaction takes out the words it names and nothing else: the rating, the opinion and the rest of the text stay as written.

What we do not remove reviews for

We do not remove a review because:

• it is one star, or otherwise critical
• it is negative
• it criticises WFHI
• we disagree with the reviewer
• the reviewer is angry or dissatisfied
• it lowers our overall rating
• it describes a genuine complaint

We do not offer rewards, discounts, gifts or priority support in exchange for a positive review, and we do not make support, refunds or the outcome of a complaint conditional on writing, changing or deleting one. What we owe you as a customer has nothing to do with what you say about us in public. If anyone tells you otherwise, write to [email protected].

How reviews are ordered

Top reviews is the default view, and Helpful votes are the main ranking signal. Where reviews have the same number of votes, we vary the order across dates, ratings and topics so the list does not settle into one kind of experience. You can switch to Most recent, choose a star rating, or filter by topic. Nothing in the ordering reads the rating as a preference, and there is no editor’s pick above the list.

Helpful votes

You can mark a review as Helpful without signing in — there is no account to create. We stop the same visitor voting twice on the same review, and Helpful votes are what Top reviews is ranked on. A vote is not a verdict on whether a review is true.

Reporting a review

Report is for a review you believe breaks this policy. Reporting one does not remove, hide or change it: it puts the review in front of a person at WFHI, and we act only if it breaks a rule above.

If your problem is with WFHI rather than with a review, the complaints process is the route with an escalation path and a named officer at the end of it.

How the overall rating is calculated

The overall rating is the average of every published review that carries a star rating, rounded to one decimal place. Low ratings count exactly like high ones: no weighting, no trimming of outliers, no minimum rating for inclusion. Below five published reviews the page shows the average with a note that it is not statistically meaningful and publishes no machine-readable star markup; with none at all, no rating is shown.

Privacy

What you write is public. What you use to prove it is not.

When you submit a review

Your phone number or email address, any order reference and any file you attach are stored apart from the review and are never published, linked or served. Contact details are kept as one-way hashes, so they can be matched but not read back; your IP address and browser are recorded the same way, to keep the form from being abused.

Your full legal name is never published — without a display name you appear as “WFHI customer”. Your state and the month of the experience are optional and chosen from lists rather than typed; we collect no city. The text itself is scanned for contact details before it is stored and again on every render, so a miss cannot become a published leak.

When you mark a review Helpful, or report one

Your browser is given a random token so we can tell you have already voted on or reported that review. It is not linked to you, to your IP address or browser, or to anything else you do here, and it is set only when you act. A report also stores the reason you chose and any note you write, which goes to a moderator and nowhere else.

How WFHI handles personal data generally, including how long it is kept and the rights you have over it, is in the privacy policy.

Updating or withdrawing a review

Email [email protected] from the address you submitted with, or quote the phone number you used, so we know it is you. An update is published beneath your original text and dated: we add to a review rather than rewrite it. You can also ask us to withdraw it, and it stops being published — the record and its moderation history are kept rather than deleted. We will never ask you to withdraw a review as a condition of anything.

If we take action on your review

If a submission is blocked, or a published review is redacted or removed under this policy, you can ask us for the reason and ask us to look at the decision again. Email [email protected]. If the answer does not satisfy you, escalate to [email protected] and then to our Nodal Officer at [email protected]. Every action we take is logged with its reason, so your appeal is answered from that record.

How WFHI responses are identified

Where we reply to a review, the reply appears beneath it, labelled “Response from WFHI”, with the date and, where we give one, the name of the person replying. It is never presented as another customer’s review, and posting one never changes the review it sits under.

Questions about this policy

Write to [email protected] for anything routine, or to [email protected] for a formal grievance about how a review was handled.