Question 1

How do star ratings work?

Accepted Answer

We present a restaurant's average (star) rating in two places: under their name on the restaurant listing page and the restaurant's menu page, represented by stars or a decimal rating. A restaurant’s average rating is calculated by combining consumers’ ratings for quality and delivery, with quality being worth more than delivery. An average rating is then calculated based upon all of the published reviews, and is updated on a regular basis.

Ratings that are part of a review that has been removed from the platform may (in limited circumstances) still be considered in average rating calculations. For more info on when reviews/ratings may be removed and what this means, take a look at "Does Takeaway.com moderate reviews?"

Question 2

How do I leave a review?

Accepted Answer

Restaurants and stores

The only way to leave a review is to first place an order via Takeaway.com. After you've ordered from a place, you can rate and/or review their products and delivery service on our platform. The easiest way to do that is to check your email after you've received your order. We'll send you a message with a link to review that order. Alternatively, if you have a Takeaway.com account, you can rate and/or review a place you have ordered from in the "Orders" section of your account on our website. Where given the option, you may choose to place the review/rating anonymously if desired. You cannot submit a rating or a review for a business on our platform unless you have ordered from that business via Takeaway.com. You are only able to submit a rating or a review within the two week period following your order. This process gives us confidence that all reviews and ratings are from customers who have ordered via Takeaway.com.

Leaving a review helps other people find great places to order from. It's also a chance for you to tell the place you ordered from what they did well and how they could improve. Once submitted, you won't be able to amend your review. Takeaway.com therefore asks for all restaurant or store reviews to be based on genuine experience, informative, helpful and respectful. If you do want to remove a review once it has been published, you may be able to do so by contacting customer services. Your request should come from the email address which is linked to your account/that you used to make your order. Every review and rating will be published. However, once published, we will remove a review and/or rating if it doesn't follow our code of conduct. Take a look at our "Does Takeaway.com moderate reviews?" FAQ for info.

Takeaway.com
If you want to review Takeaway.com itself, we'd like to refer you to Trustpilot.

Question 3

Does Takeaway.com moderate reviews?

Accepted Answer

Customers have a period of 2 weeks after their order date to write their review and submit their rating, after which the invite expires. Every review will be published. Once published the review will be visible unless and until it is removed for any one of the reasons explained below. Reviews cannot be edited once published. Takeaway.com will not modify the content of reviews, but we may remove the written review and/or the rating as explained below.

Takeaway.com only moderates reviews and ratings reactively and can remove reviews and/or ratings when they:

Contain any assertion which could constitute defamation, an insult or an opinion which could offend the sensitivity of certain users;
Promote, support or invite violent or discriminatory behaviour;
Infringe intellectual property rights or the right to own a third party brand;
Constitute the violation of a contractual clause or a legal obligation of confidentiality;
Promote any illegal, unauthorized or dangerous activity;
Present a case of violation of the privacy of others;
Give an impression that this opinion results from our own services or commits us;
Give a notice on behalf of another person by usurping an identity, or giving a false idea of your relations with a third party;
Contain fake content; and/or
Relate to the Takeaway.com service and not the restaurant concerned when they result from people who have not placed an order, or are based on circumstances that are too imprecise to make the review useful to other users.

In limited scenarios, when we remove a review, the rating may still influence the average (star) rating. For more info on average review calculations, take a look at "How do star ratings work?".

We do not provide possibilities for restaurants to contact the customer that posted the review.

General

How do star ratings work?

Related articles

How do I leave a review?

Does Takeaway.com moderate reviews?

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