Customer review policy

Version of 20 October 2026. This is a translation of the French original (« Charte des avis clients »); in the event of any discrepancy, the French version prevails.

This policy explains how Bivoa collects, checks, publishes and moderates its customers' reviews, in accordance with articles L111-7-2 and D111-16 to D111-19 of the French Consumer Code. Reviews are collected, checked and published by [to be completed], without any external provider.

1. Who can post a review?

Only customers who have ordered a product can post a review of it: reviews are verified. The purchase is checked before publication using the order number and the email address of the order, the customer account or the personal link sent by email after delivery. A review that does not match any order for the product is never published.

2. No consideration

No consideration (discount, gift, promotional code or other benefit) is given in exchange for a review, whether positive or negative. If an offer were ever to accompany a review request, it would be indicated on each review concerned and would never depend on the rating given.

3. Checks and publication time

Each review is checked automatically (proof of purchase, presence of links, personal data or abusive language). A review that passes these checks is published as soon as it is submitted; the others are examined by a member of the team and published or refused within a maximum of 7 days. Negative reviews are published under the same conditions as positive reviews. The content of a review is never modified by the shop; only its author can correct it.

4. Grounds for refusal or removal

A review is refused or removed when:

• the purchase of the product cannot be verified;
• it does not relate to the product or the purchase experience;
• it contains unlawful remarks (defamation, insults, incitement to hatred, threats) or abusive language;
• it contains a third party's personal data (name, address, telephone number);
• it contains advertising, links or spam;
• it was written in a conflict of interest (for example by a member of the team or a competitor);
• it duplicates a review by the same customer of the same product, or it is incomprehensible.

The author of a refused or removed review is informed by email, with the reason for the decision and the possibility of challenging it (see the terms of use).

5. Display and ranking

Each review shows the rating, the first name and initial of its author, its publication date and the date of the order, which corresponds to the consumption experience. Reviews are ranked by date, from the most recent to the oldest. A product's average rating is calculated from all the verified reviews published for that product, without weighting.

6. Reply from the shop

The shop may reply publicly to a review; its reply is displayed below the review, with its date.

7. Retention period

Reviews remain published as long as the product is offered for sale and the shop is in business, unless their author asks for them to be deleted or they are removed on one of the grounds in article 4. When the author deletes his or her account, the review is anonymised ("Verified customer"), or deleted if the author so requests.

8. Modifying or deleting a review

The author of a review can at any time ask for it to be modified or deleted by writing to contact@bivoa.shop. The processing of data relating to reviews is described in the privacy policy.

9. Reporting a review

Anyone can report a review they consider unlawful or contrary to this policy using the "Report this review" link shown below each review, or by writing to contact@bivoa.shop. The notice is examined diligently and its author is informed of the decision when an email address has been provided.