Reviews policy

1. Who can review

Only a customer who bought an eSIM from us and used it can write a review. We email a link to every such customer, and that link works for their order and no other. There is no form anybody else can fill in.

This means every review on the website is marked as a verified purchase because it is one: it is tied to a paid order and to the eSIM on that order. One order can carry one review.

• We do not write reviews of our own products, and we never ask anybody to write one for us.
• Nobody connected to us, including our staff, our founder, our family, our friends and the creators we pay, may write a review unless they bought and used an eSIM, and if they ever do we will say on the review that they are connected to us.
• We do not copy reviews from anywhere else, and we do not show a rating collected on another website as if it were ours.

2. Nothing is offered in return

We do not offer a discount, a credit, a refund, a prize, an entry into a draw or anything else for writing a review, and we never will. Nobody is treated differently because of what they wrote or how many stars they gave.

We ask every customer who used their eSIM the same question, in the same email. We do not choose who to ask based on whether we think they are happy, we do not ask twice because somebody seemed pleased, and we do not quietly stop asking a customer who complained.

There is one exception to when we ask, and it is about timing and nothing else. If you have a support case open with us, we wait until it is closed before sending the email, because asking how it went while we are still fixing it would be absurd. Once the case is closed you are asked like everybody else, and if you would rather not wait, email support@ryvosim.com and we will send you the link straight away.

3. We also invite you to review us on Trustpilot

Trustpilot is an independent review site, and we invite every customer who used their eSIM to review us there. Our own email carries the invitation, and it goes to the same customers in the same order as the one above. We may also ask Trustpilot to send its own invitation for the same order, in which case you would get one email from us and one from them. Nothing is offered for writing a review there, any more than it is for writing one here.

A review you write on Trustpilot belongs to Trustpilot. We cannot edit it, hide it or take it down, and we would not ask them to. If you would rather tell us directly, the same email carries a link to the form on this website, and when you have written one here we offer you the Trustpilot link too, whatever rating you gave us.

We do not show a Trustpilot score, a star rating or a review count from Trustpilot anywhere on this website, and we never put one into the data search engines read. Every rating you see on ryvosim.com is counted from reviews written on this website by customers with a paid order, and from nothing else.

4. What we publish, and how

We publish every review from a real order, whatever it says. A one-star review goes up the same way a five-star review does, in the same place, with no label and nothing added.

We do not edit reviews. We do not correct spelling, shorten them, remove a sentence, or change a word. What you write is what appears.

A published review shows your rating, your headline if you wrote one, your words, the display name you chose, the plan you bought and the month you wrote it. If we know which kind of phone you used we show the family, for example iPhone or Android, and never the model. We never show your email address, your order reference, your SIM number or your full name unless you typed it as your display name.

Where we show an average rating, we always show the number of reviews it is based on next to it.

5. When a review is withheld

A review is withheld only when we have a stated reason to think it is not a genuine review of a purchase. Being critical of us is never a reason. The reasons are these, and this list is the whole list:

• The order already has a review, so this is a second one for the same purchase.
• The review is empty, or too short to say anything.
• The review contains a web link.
• The review is one word or one character repeated.

Every withheld review is kept, with the reason recorded against it. If yours was withheld and you think that is wrong, email support@ryvosim.com with your order reference and we will look at it again and put it back if we were wrong.

We do not delete reviews. A review that is withheld is hidden from the website and nothing more.

6. Taking your review down

Your review is yours. Email support@ryvosim.com from the address you ordered with, or with your order reference, and ask us to take it down. We will, and we will not ask you why.

We cannot change the words of a review for you, because we do not edit reviews at all. If you want to say something different, ask us to take the old one down.

7. Questions

Email support@ryvosim.com with any question about reviews, including a request to take yours down or to look again at one we withheld.

Nothing in this policy limits your rights under the Australian Consumer Law or any other law that applies to you.