1. About This Policy
1.1 Together with our Website Terms of Use, this policy (Policy) governs reviews on this website, including all associated webpages and any content contained on them (the Site).
1.2 You should read this Policy carefully before using the Site.
1.3 By using the Site or otherwise indicating your consent, you agree to comply with this Policy, which supplements our Website Terms of Use. If you do not agree with or accept any part of this Policy, you must stop using the Site immediately.
1.4 If you have any questions about this Policy, please contact us using the contact details provided in our Website Terms of Use.
1.5 In this Policy we, us or our means Roaming Vines Limited, company registration number 17498817, whose registered office is at 82A James Carter Road, Mildenhall, IP28 7DE. You or your means the person accessing or using the Site or its contents.
2. Permitted Use of the Site
2.1 We permit you to use the Site only for personal, non-commercial purposes.
2.2 Any use of the Site in any other way, including any use prohibited by this Policy or our Website Terms of Use, is not permitted.
3. Submitting Reviews
3.1 You may submit reviews of our products or other services for publication on the Site (a Submission).
3.2 When you make a Submission, you agree that:
3.2.1 our Submission is lawful, truthful and accurate, and reflects your genuine experience of Roaming Vines and the products or services you have reviewed;
3.2.2 your Submission is not fake, misleading or otherwise intended to misrepresent your experience, whether positively or negatively; and
3.2.3 your Submission does not contain any prohibited content or information.
3.3 If you have received payment or any other incentive in connection with your review, whether in the form of money or gifted items or services (such as a free or discounted tour), your review must be clearly labelled as an incentivised review.
4. Review Moderation and Publication
4.1 When we receive your Submission, it will be held in draft until it has been manually moderated.
4.2 If your Submission is approved, we will aim to publish it on the Site as soon as reasonably practicable. Publication may take longer during peak periods and busy seasons.
4.3 If we have concerns about the authenticity of your Submission, we may contact you using the contact details provided when you made the Submission and request supporting evidence.
4.4 The evidence requested may include a customer booking number or other information sufficient to verify that you booked or used the product or service referred to in your review.
4.5 If you are unable to provide satisfactory evidence in response to our request, we reserve the right to refuse to publish your Submission or to remove it from the Site if it has already been published.
4.6 Any evidence you provide to us will be handled in accordance with our Privacy Policy.
5. Measures to Protect Against Fake Reviews
5.1 We take the following measures to help protect users from encountering fake reviews, undisclosed incentivised reviews or other misleading consumer review information on the Site, including misleading star ratings:
5.1.1 Pre-publication moderation: manually moderating reviews before publication;
5.1.2 Supporting photographs: permitting users to upload photographs to support the authenticity of their reviews;
5.1.3 Monitoring complaints: monitoring and considering complaints relating to reviews;
5.1.4 Removal of suspected fake reviews: taking steps to remove reviews that we reasonably suspect to be fake;
5.1.5 Publication of reviews regardless of sentiment: committing to publish reviews irrespective of whether they are positive or negative, subject to appropriate moderation and the requirements of this Policy; and
5.1.6 Fair presentation: not using manipulative practices to display positive reviews more favourably than negative reviews.
6. Reporting Suspected Breaches
6.1 If you come across a review on the Site that you believe is suspicious or may breach this Policy, you can report it to [email protected].
6.2 When reporting a review, please provide sufficient information to enable us to identify the review and investigate your concerns.
7. Complaints
7.1 If you disagree with any action we have taken under this Policy, you may submit a complaint by contacting us using the email address provided in clause 6.1.
Last updated: 17 October 2026