Customer Reviews and Testimonials Policy

Table of Contents

• 1. Purpose
• 2. Scope
• 3. Practices we prohibit
• 4. Incentivised reviews
• 5. How we verify authenticity
• 6. Raising a concern or requesting removal
• 7. Information available on request
• 8. Roles and responsibilities
• 9. Review

1. Purpose

This policy sets out Gamban Ltd’s approach to customer reviews and testimonials. It explains the practices we prohibit, how we seek to ensure the reviews and testimonials we publish are genuine, and how anyone can raise a concern. It supports our obligations under the fake reviews provisions of the Digital Markets, Competition and Consumers Act 2024 (DMCCA) and the related guidance published by the Competition and Markets Authority (CMA).

It is the policy referred to in the “User reviews” section of our Terms of Use, where we state that information about how we verify the authenticity of reviews is available on request.

2. Scope

This policy applies to all customer reviews, testimonials, ratings and similar consumer feedback that Gamban publishes or displays on its website or other media that it controls. Gamban publishes testimonials from its own users about its own service; it does not operate a marketplace or host reviews about third-party products.

3. Practices we prohibit

Consistent with the DMCCA, Gamban does not and will not:

• create, submit or commission reviews or testimonials that are not based on a person’s genuine experience;

• offer to submit or commission fake or misleading reviews;

• publish reviews or testimonials in a way that is misleading, including selectively presenting only positive feedback in a manner that misrepresents overall customer experience;

• suppress or remove genuine reviews simply because they are unfavourable; or

• publish incentivised reviews without the incentive being clearly disclosed.

4. Incentivised reviews

An incentivised review is one given in return for any benefit, such as a payment, discount, free or extended access, or entry into a prize draw.

Gamban does not offer incentives, rewards, discounts, or compensation in exchange for customer testimonials or reviews.

5. How we verify authenticity

Gamban takes reasonable and proportionate steps to satisfy itself that published testimonials reflect the genuine experience of real Gamban users. Because testimonials come from our own customers, we are able to relate them to genuine user accounts.

Gamban currently receives customer reviews through the Google Play Store, Apple AppStore, Google Reviews, and Trustpilot platforms. Reviews submitted through these platforms are published automatically in accordance with the policies and moderation processes of the relevant platform provider.

Gamban does not manually edit, selectively publish, or incentivise reviews submitted through these platforms.

The steps confirmed above are applied consistently to all testimonials before they are published.

6. Raising a concern or requesting removal

If you believe a testimonial or review on our site is not genuine, is inaccurate, or should be removed (for example, because it relates to you), please contact us at info@gamban.com. We will review the matter promptly, remove or correct content where appropriate, and respond to you. Complaints about this are also handled under our Complaint Handling Policy.

7. Information available on request

In line with our Terms of Use, a summary of how we verify the authenticity of published testimonials is available on request by emailing info@gamban.com.

8. Roles and responsibilities

The following roles are responsible for the operation and oversight of this policy:

9. Review

This policy is reviewed at least annually, and earlier if there is a material change to how testimonials are collected, to the Terms of Use or EULA, or to the DMCCA fake reviews regime or CMA guidance.

End of policy.