1.1. At Motorway, we’re dedicated to maintaining a platform which promotes transparency and can be trusted by those who use it.
1.2. This policy isn’t just a set of rules, it's our commitment to a higher standard. Here’s how we protect the seller experience:
(a) ensure that every published review reflects a genuine marketplace interaction with a dealer. No bots - just genuine stories;
(b) empowering our community to provide honest feedback without exposing users to harassment; and
⟮c⟯ give sellers confidence that a dealer can be trusted and help dealers use their feedback to improve their services to sellers.
1.3. This policy outlines how we detect, prevent and respond to false or misleading reviews and ensure all reviews are accurate, genuine and not incentivised.
2. HOW IT WORKS
2.1. Sellers can submit a dealer review as soon as a winning bid is accepted on the app or after a car inspection has been completed.
2.2. Once the seller has accepted that winning bid or wrapped up the vehicle inspection, an email invite should arrive to submit a review of the dealer experience.
2.3. A seller may only submit one review per transaction.
2.4. What happens if a seller changes their mind? Let us know and Motorway can remove the review.
3. WHAT WE DON’T ALLOW
3.1. If we determine that a review violates this policy, we can update or remove the review.
Seller behaviour
3.2. A review may be removed by us if we determine that the review:
(a) uses profanity or hate speech, any review containing vulgarity, discriminatory language or threats will be removed;
(b) reveals the full names, personal phone numbers, addresses or personally identifiable information;
⟮c⟯ fabricates conduct e.g. alleging a specific event (such as damage to the vehicle during a test drive) that is proven false by before-and-after inspection photographs uploaded to the platform;
(d) claims the dealer never arrived, but the dealer provides proof of attendance at the seller's address;
(e) is aimed at the incorrect dealer as the seller has confused two bidding parties;
(f) relates entirely to a price adjustment which is shown to be justified by photographic evidence;
(g) uses irrelevant or spam content that does not relate to the vehicle transaction or the dealer's conduct; or
(h) is clearly directed at Motorway rather than the dealer, including without limitation references to Motorway's services such as Move or Pay.
Dealer behaviour
3.3. We will remove any review if, we have reason to believe a dealer:
(a) has incentivised the seller to leave a positive review or refrain from posting a negative review;
(b) is using our platform to submit reviews of its own dealer account or the accounts of its competitors;
⟮c⟯ is using alternative identities to submit fake reviews or manipulate the review system;
(d) is using review data to harass, threaten or intimidate sellers;
(e) contacting sellers for the purpose of disputing or pressuring the seller to modify or remove a review; or
(f) has taken any retaliatory action against a seller in response to a review.
Any dealer or seller who is found to have breached this policy will face immediate suspension or any other sanction that Motorway deems appropriate.
4. EXAMPLES OF REVIEWS THAT WILL NOT QUALIFY FOR REMOVAL
4.1. Reviews that reflect the seller's experience will not be removed as they are the drivers of marketplace behaviour and transparency.
4.2. The following reviews will not be removed:
(a) opinions on a dealer's professionalism, communication style or responsiveness;
(b) subjective assessments of the dealer's conduct, including fairness of price negotiations; or
⟮c⟯ general impressions of the transaction experience.
5. HOW YOUR REVIEWS ARE MODERATED
5.1. Motorway operates a tiered moderation system to ensure that reviews are accurate, fair and comply with this policy.
5.2. The decision to remove or redact a flagged review will be made by Motorway in its sole discretion.
5.3. Any review which violates clause 3 of this policy could be flagged for moderation.
5.4. Motorway will vet flagged reviews and decide if removal is appropriate after speaking to the dealer and reviewing any evidence. Evidence that might be reviewed as part of the moderation process includes:
(a) GPS logs or location data;
(b) time-stamped photographs;
⟮c⟯ platform message history;
(d) inspection reports; or
(e) other verifiable records.
5.5. To report a review for violating this policy or any other queries, please email conduct@motorway.co.uk