Ratings Policy

Uber is dedicated to maintaining a trustworthy and transparent platform for everyone who uses it. Ratings are a key way for our community to provide feedback, and we are committed to maintaining their integrity and reliability. This policy outlines how we prevent, detect and respond to banned ratings and false or misleading consumer review information, and ensure that any ratings published are accurate and genuine. A banned rating is either: a consumer review that purports to be, but is not, based on a person’s genuine experience; or a concealed incentivised review.

It applies to all ratings on the Uber platform, and to everyone who uses Uber’s Platform in the United Kingdom (Users).

How we keep ratings genuine

Our ratings system is designed with integrity and reliability in mind, ensuring you can rely on the feedback you see.

• Ratings are only able to be left by users who have completed the relevant order or trip, whilst they are logged in. This is to help ensure reviews reflect genuine experiences on the Uber platform.
• Ratings must only reflect the experience of the user who completed the relevant order or trip.
• Any suspicious activity identified will be subject to a careful and thorough review. We may take action to protect our users and maintain the integrity of the platform.

What’s not allowed

Uber does not allow banned ratings and false or misleading review information. Here are the practices that are strictly prohibited:

• Incentivised ratings are banned. It’s against our policy to offer or accept any form of incentive (e.g. money, discounts or vouchers) or payment in exchange for a rating.
• We prohibit anyone from submitting a false or misleading rating that is not based on their genuine experience. This includes positive or negative ratings that are fabricated, as well as ratings created or commissioned by a third party.
• We prohibit anyone from leaving a rating if they have not completed the relevant trip or order.
• We prohibit anyone from soliciting or encouraging the posting of a rating that does not represent a genuine experience.
• We prohibit anyone from discouraging or prohibiting negative ratings. Users must not post a rating of competitors that are not genuine for the purpose of undermining their reputation.
• We prohibit anyone from leaving a rating where the recipient of the rating is a:
  1. Friend;
  2. Relative;
  3. Employer; or
  4. Business associate.
• We prohibit anyone from leaving a rating for themselves, or on behalf of another person.

What happens if things go wrong

If we suspect that a rating does not comply with this policy or the law, or may cause harm to a third party, we may take action to protect our users and maintain the integrity of the platform.

Uber may take action against those who violate this policy, including issuing warnings, account suspension and/or termination.

Merchant ratings

The merchant ratings on Uber Eats are based on an average of consumer ratings (corresponding count as displayed on the app), with priority given to the most recent ratings. By emphasizing the recent ratings, consumers can make informed decisions on the merchant’s quality.