Review publication rules

Last updated: [DATE DE MISE EN LIGNE]

In brief

Smilemood collects the reviews that businesses request from their customers and patients. Your review is always passed on to the business. It may also appear in the Smilemood directory, with your first name only.

We collect all ratings, from 1 to 5. Reviews go through automatic checks against duplicates and bots. We do not read them, unless they are reported to us, and we do not check that you actually visited the business.

At a healthcare business, your review only appears in the directory if you tick the box provided. At other businesses, it may appear there, and you can remove it at any time.

Smilemood offers nothing in exchange for a review. Businesses are our customers, and this does not allow them to modify or delete a review.

About us

Smilemood is a tool that helps businesses ask their customers and patients for reviews. It is published by SMILE MOOD SAS, 12 rue de l’Espérance, 91400 Orsay.

For any question about these rules: avis@smilemood.fr.

Our relationship with businesses

The businesses that request reviews through Smilemood are our customers. They choose whom they invite to leave a review.

Being a customer does not allow a business to modify a review, delete it or remove it from the directory. However, a business can hide its entire page from the directory: none of its reviews then appear there.

Who can submit a review

Anyone who has received the business’s link, by text message or by email, or who has scanned its QR code. There is no account to create.

On the review page, we ask for a rating from 1 to 5, a text, your first name, your surname and your email address. After a questionnaire, the review consists of your rating and, if there is one, your free-text answer, with no name or email address.

The ratings we collect

All ratings from 1 to 5 are collected, with the same form whatever the rating. A rating is only recorded when the complete form is submitted: if you close the page before then, nothing is kept.

The business sets an alert threshold: it is notified when a rating is equal to or below this threshold. This setting has no effect on whether the review is published.

The checks we carry out

We do not read reviews, either before or after they are published, unless they are reported to us. The only checks are automatic, at the time of submission:

• only one review per invited person and per campaign;
• only one review per email address and per business within 30 days;
• no more than three reviews from the same connection, for the same business, within 24 hours. For this purpose, we keep a fingerprint of the IP address, never the address itself;
• a form that appears to have been filled in by a bot (hidden field filled in, or submitted in under 3 seconds) is not recorded.

A questionnaire only accepts one answer per invited person.

We do not verify your identity and we do not confirm your email address. A review received through a personal link shows that an invitation was sent to that person. A review received through a QR code only shows that the code was scanned.

We also automatically keep out of the directory reviews that look like tests, based on the email address, the name or the text.

Where your review appears

The business receives your review: it sees your name, your email address, your rating and your text.

Your review may also appear in the Smilemood directory, on the business’s listing. This is the only place where Smilemood publishes reviews. A listing exists when the business has received at least one rated review and its industry and city are known.

On the listing, a review shows its author’s first name, rating, date and text, of which the first 600 characters are displayed. Your surname and email address are never published. A review from a questionnaire is signed “Patient” or “Customer”.

Your consent for the directory

Below the submit button, the review page reminds you that by submitting, you accept these rules.

At a healthcare business, a box, unticked by default, offers you the option: “I agree to my review being published in the Smilemood directory”. It is optional. Your review is passed on to the business in all cases, but it only appears in the directory, and only counts towards its ratings, if you ticked the box. When we do not know the business’s industry, we apply this rule.

At other businesses, there is no box. The page informs you that your review may be published in the directory with your first name, and that you can refuse this at any time.

For reviews submitted before these rules went online:

• at a healthcare business, only reviews submitted since 28 October 2026 can appear in the directory;
• at other businesses, reviews remain published as before, unless their author asks for them to be removed.

Removing your review from the directory

After you submit, the final screen gives you a link specific to your review: “Remove it from the directory”, or “Withdraw this consent” if you ticked the box. You are asked to confirm. Removal is immediate.

You can also write to avis@smilemood.fr from the email address used for the review, giving the name of the business.

A removed review no longer appears in the directory and no longer counts towards the listing’s ratings or totals. The business keeps your review.

You cannot modify a review after submitting it, and neither can we.

What keeps a review out of the directory

The rating given never keeps a review out. A review is not displayed, or counted, in the following cases:

• it was submitted between 1 February 2025 and 27 October 2026. During this period, 5-star ratings were not collected: these reviews are not representative and would skew the ratings downwards. The business can still see them;
• it was submitted at a healthcare business without the box being ticked, or before 28 October 2026;
• its author has removed it;
• it looks like a test (see “The checks we carry out”);
• the business has hidden its entire page;
• we removed it following a report, for one of the reasons listed below.

How reviews are displayed and rated

The listing shows 8 reviews at most: those with a text first, then ratings alone, each group from newest to oldest. The star buttons filter these 8 reviews.

The Smilemood rating and the breakdown by stars count all accepted reviews, including those that are not displayed. The Smilemood rating appears once there are 5 accepted reviews.

The listing also shows an average rating, which combines the business’s Smilemood reviews and Google reviews, each review counting as one. When a Smilemood review matches a review the same person left on Google, it is only counted once.

The directory home page presents a few listings chosen from among the highest rated, with at least 50 reviews. For each one, it quotes a 4 or 5-star review of 40 to 220 characters.

Publication dates and timing

The date shown next to a review is the date it was submitted. We do not ask for the date of your visit.

On a listing that is already online, a review usually appears within an hour of being submitted. If the business did not yet have a listing, it is created during the nightly update, and the review appears the following morning.

Publication and retention period

We have not set a maximum period. A review remains published and stored until it is removed, by you, by us following a report, or because the business hides its page or no longer has a listing.

Incentives

Smilemood pays and offers nothing in exchange for a review, whatever the rating.

What a review must not contain

A low rating or criticism, even harsh criticism, is never grounds for removal. However, we remove from the directory a reported review that contains:

• an insult towards a person, or hateful remarks towards a group;
• a threat towards a person or a place;
• personal data of a third party: full name, or private phone number or address;
• information about the health of another identifiable person;
• a serious accusation against a named person, which we cannot verify;
• text unrelated to an experience at this business, or advertising;
• an admission that its author is neither a customer nor a patient of the business.

Reporting a review

Anyone can report a review to us, free of charge: a visitor, the business concerned or a person named in the review.

Write to avis@smilemood.fr stating the name of the business, the date of the review, the first name displayed and the reason for your report. A member of the Smilemood team examines it and replies to you by email within 7 days.

Knowingly presenting content as unlawful when this is inaccurate, in order to have it removed, is punishable by law.

Challenging a decision

If we removed your review and you disagree, or if we refused to remove a review you reported, write to avis@smilemood.fr explaining why. We re-examine the decision and reply to you by email within 7 days.

You can also take the matter to court.

Reviews and health

A patient review gives a personal opinion on an experience. It is neither a medical assessment of the quality of care nor health advice.

Do not give any medical details in your review, either about yourself or about anyone else. Saying that you are a patient of a practice already reveals something about your health: this is why your consent is requested before any publication in the directory.

A healthcare professional is bound by professional confidentiality. They cannot publicly confirm that you are their patient, or discuss your care, even to reply to a review.

Your data

We use your data to record your review, pass it on to the business and, in accordance with the rules above, publish it in the directory. You can ask to access, correct or erase it, or object to its use, by writing to contact@smilemood.fr or to SMILE MOOD SAS, 12 rue de l’Espérance, 91400 Orsay.

Details are set out in the privacy policy of the Smilemood application: https://smilemood.io/privacy.

Changes to these rules

When we change these rules, we update the date at the top of this page. We keep with each review the version of the notices displayed when it was submitted.