Policy & process
Reviews from people who were never customers
The most common removable review is also the most misunderstood: one from someone you never served.
A review is meant to describe an experience with your business. Where the reviewer was never a customer, the content is describing something that did not happen, and that is where the policy argument starts.
The difficulty is proof. You cannot show that something never happened, so the case is built from what your records do not contain, combined with how the account behaves.
Send us the review and get an honest answer.
From £99 a removal, priced per review. No charge for the eligibility check.
- Honest check before you pay
- Most cases decided in 24 to 72 hours
- Full refund if Google keeps it up
How to establish it
Search systematically, then record the result. A documented absence is evidence.
- Search every system you have: bookings, orders, invoices, client files, messaging history
- Search for variations: maiden names, trading names, business names, telephone numbers, email addresses
- Record the date of the search and what was searched, so the result is auditable
- Check the account: brand-new profiles, single-review histories and clusters with other local businesses
Which policy it falls under
Depending on the wording, these cases are usually filed under one of two headings.
- Fake engagement, where the review appears to have been written without any transaction
- Off-topic content, where the review is about something other than a real experience with you
- Conflict of interest, where the reviewer turns out to have a stake such as a rival or ex-employee
When you keep no records
Walk-in businesses, market traders and self-employed trades often have nothing to search. That is a real limitation, and it changes the strategy.
- Pattern evidence becomes the whole case: arrivals, accounts, wording and timing
- A review that contradicts something you can prove, such as being closed on the date described, is stronger than an absence
- Where nothing supports a report, we will tell you so instead of filing a case that will fail
Official Google documentation
Questions we get asked
It can be, because a review must reflect a genuine experience. It is not automatic: the wording and the surrounding pattern are what let Google conclude the reviewer had no relationship with your business.
You work the other way around: search your records for the name and details on the account, and combine the absence of any match with how the account behaves.
There is, but it rests on pattern and wording rather than records. Send us the review and the accounts involved, and we will tell you honestly whether there is enough to file.
Related pages
Tell us about the review
Send the review or your Google Maps link on WhatsApp. We will tell you whether it breaks Google's rules, what a removal costs, and whether it is worth filing at all. The decision is always Google's, and the eligibility check is free.
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