JustPark Customer Review Policy

1. Purpose and Scope

This policy explains how JustPark collects, verifies, moderates and displays customer reviews and aggregated ratings across our platform and on Trustpilot.

It applies to: reviews of parking listings submitted by drivers following a completed booking, and JustPark platform reviews submitted by space owners.

This policy has been prepared to meet our obligations under the Digital Markets, Competition and Consumers Act 2024 (DMCC), which prohibits fake reviews, misleading presentation of reviews, and failure to take reasonable and proportionate steps to prevent and detect fake or misleading reviews.

2. Who Can Leave a Review

  1. Driver reviews of listings

Only drivers who have completed a confirmed, paid booking at a specific listing are eligible to leave a review of that listing. Reviews are linked to a verified booking reference. Anonymous reviews are not permitted. Cancelled bookings do not generate a review invitation — a driver cannot review a space they did not park in.

  1. Space owner reviews

Space owners may submit reviews of the JustPark platform and their overall hosting experience. Space owners do not review individual drivers.

3. How We Collect Reviews

  1. On-platform listing reviews

Drivers are invited to leave a review of a parking listing after their booking is successfully completed. Invitations are sent automatically after the booking end time has passed, are not sent where a booking has been cancelled by either party, are not conditional on the outcome or star rating of the experience, and are not accompanied by incentives or rewards in exchange for a positive review.

The review invitation remains open until the driver actively dismisses it. There is no fixed expiry window — a driver can submit a review at any point after their booking completes, provided they have not dismissed the prompt.

  1. No cherry-picking

Reviews are shown in the order they are submitted, not based on whether they are positive or negative.

JustPark does not selectively invite customers based on predicted sentiment, booking value, or any other factor likely to skew the pool of reviewers. All eligible drivers are invited on the same terms.

We do not remove or hide negative reviews as long as they follow this policy.

  1. Publishing

Driver reviews are published to the listing once submitted. We do not hold reviews pending a space owner response, and we do not pre-screen or filter reviews before publication. A driver may submit a star rating only, or a star rating with written text. Where only a star rating is submitted, the rating is displayed without text. Where written text is included, both the rating and the text are displayed, provided the review meets the standards in section 5 below.

  1. Trustpilot reviews

JustPark invites customers to leave a review on Trustpilot following a completed booking. Invitations are sent to all customers on a consistent basis — not selectively based on predicted sentiment or booking value. Trustpilot invitations remain live for more than 90 days, giving customers a meaningful window to share their experience. JustPark participates in Trustpilot's transparency programme. All reviews on our Trustpilot profile are subject to Trustpilot's own content integrity policies. For information on how Trustpilot monitors and investigates suspicious reviews please see here.

  1. Incentivised reviews

JustPark does not offer incentives (financial or otherwise) in exchange for reviews. If this policy changes, all incentivised reviews will be clearly disclosed as such.

  1. AI-generated listing summaries

Where a listing has received five or more verified driver reviews, JustPark may display an AI-generated summary of recent driver sentiment on that listing page, clearly labelled as: "From recent driver reviews summarised by AI." This summary is generated from the full pool of recent verified reviews for that listing — both positive and negative — and is not produced by selectively drawing from favourable reviews only. The summary does not replace the underlying individual reviews, which remain visible to users. It does not affect or alter the listing's star rating.

  1. Rounding transparency

Ratings are rounded to match the precision of the display format. Rounding follows standard half-up rules, so values ending in 5 or above round up, and values below 5 round down.

4. Rules for leaving reviews

Your review must:

  • focus solely on your experience of the parking service (where you are a driver) or your hosting experience on the JustPark platform (where you are a space owner).
  • avoid mentioning other retailers or the specific price you paid.
  • not include any personal information, such as full names or addresses.
  • reflect your genuine experience (both positives and negatives).
  • not be incentivised in any way.
  • not manipulate ratings (for example, you cannot submit multiple reviews for the same service).
  • not be obscene, offensive, harmful or defamatory.
  1. How We Verify Reviews are Genuine

To comply with the DMCC, JustPark takes the following reasonable and proportionate steps to prevent fake or misleading reviews.

  1. Listing reviews

Only verified, logged-in users who have completed a booking at that listing can submit a review. Reviews are linked to a booking reference and cannot be submitted without one. Automated checks flag duplicate submissions from the same account or device. Reviews that appear to originate from coordinated or suspicious activity are investigated and may be removed.

  1. Fake and suspicious reviews

JustPark treats the submission or commissioning of fake reviews as a serious breach of platform rules. Where we identify or receive reports of fake reviews — whether positive or negative — we will investigate within 5 business days, remove the review if found inauthentic, and take account action up to and including permanent suspension.

If we remove a review, or are investigating it, we will not count it towards any aggregated review score.

AI-generated reviews are treated as fake reviews regardless of the method used to produce them and are subject to the same removal and account action set out in this section. To report a fake or suspicious review, contact us at help@justpark.com.

  1. Trustpilot

Trustpilot applies its own verification and integrity processes, including fraud detection and a mechanism for reporting suspicious reviews. JustPark does not edit, filter, or suppress genuine Trustpilot reviews, whether positive or negative. JustPark has no arrangement with any review provider — including Trustpilot — that involves filtering, suppressing or reordering reviews by star rating or sentiment before they are published or counted.

If we consider that your review does not meet Trustpilot’s rules, or the rules set out in this policy, we will ask TrustPilot to remove it. If a review is removed from TrustPilot’s site we will ensure the review is also not displayed on our website.

5. Moderation and Removal

  1. Grounds for removal

JustPark may remove a review where it contains hate speech, discriminatory language, or threats; includes personal data; is clearly fraudulent or submitted without a completed booking; has been confirmed as fake following investigation; or was submitted as retaliation by a driver whose booking was legitimately cancelled by a space owner acting within our terms.

  1. What we will not remove

JustPark will not remove a review solely because it is negative, critical, or gives a low star rating. Selectively removing negative reviews to distort the overall impression of a listing or of JustPark is prohibited under the DMCC and contrary to this policy. Where a review contains both a star rating and written text, and only the text breaches this policy, JustPark reserves the right to redact the offending text while leaving the star rating unchanged. A star rating alone will never be removed on the basis that it is low or unfavourable.

  1. Editing window

A driver may edit or withdraw their own review within 48 hours of submission, provided no public response has been posted. After 48 hours, or once a response has been posted, the review is locked.

  1. Space owner responses

Space owners may post a public response to a review of their listing. Responses must be factual and professional. Posting a response locks the review. Space owners must not offer incentives or make threats in connection with reviews.

6. Aggregated Ratings and Display

Where JustPark displays an aggregated rating for a parking listing or for JustPark as a whole: ratings are calculated from genuine verified reviews only; removed reviews are excluded; and ratings are not artificially inflated or filtered in a way that distorts the overall impression.

  1. Trustpilot ratings and listing scores

Where a driver has not left an on-platform listing review but has left a Trustpilot review for the same booking, that Trustpilot rating is included in the listing's aggregated score. Listing ratings therefore reflect all verified booking experiences. All ratings — whether submitted directly on JustPark or via Trustpilot — are included on the same basis and are subject to the same authenticity and verification standards described in this policy. A Trustpilot rating will only contribute to a listing score where it relates to a booking at that specific listing — ratings are never pooled generically across listings or attributed to a listing the reviewer did not use.

  1. Attribution in marketing

Any aggregated rating referenced in JustPark marketing clearly states its source and the volume of reviews on which it is based. Claims referencing our Trustpilot rating are verified against current data before use in marketing.

7. Third-Party Review Platforms

Where JustPark uses or references third-party review platforms (currently Trustpilot), we comply with that platform's terms of service, do not attempt to manipulate ratings through paid means or coordinated review requests, and do not import or reference reviews from one platform to another without accurate attribution.

8. How to report a review

If you believe a review violates this policy, contact us at help@justpark.com. Reports will be reviewed within 5 business days. We will notify you of the outcome. Where a review breaches this policy it will be removed. Where it does not, we will explain why and it will remain published.

9. Governance

This policy is reviewed at least annually. The Customer Experience and Legal teams are jointly responsible. Any proposed change to how reviews are collected, displayed or moderated will be assessed for DMCC compliance before implementation. Where JustPark runs marketing referencing review scores, the source and date will be confirmed and documented before publication.

10. Contact

For customer review queries please contact: Email: help@justpark.com Web: support-uk.justpark.com Alternatively, if you just have a question for us, or need help with your booking, please contact our customer service team.

Please note our complaints process is completely separate from the review system, so you can raise any concerns freely and without worry, as explained below.