Does Cream have the right to control responses posted to customer comments on third-party platforms and directories for a Cream shop?

According to Cream's 2025 Franchise Disclosure Document, Cream retains the right to control responses posted to customer comments on third-party platforms and directories related to a franchisee's Cream shop. Cream may elect to manage content, comments, and responses on all digital presences, including those concerning customer feedback.

This means that Cream has the authority to manage the online reputation of its franchise locations. Cream can control the narrative and ensure that responses align with brand standards and policies.

For a prospective franchisee, this implies that while they are responsible for local advertising, Cream has the final say in how customer interactions are handled online. Franchisees must adhere to Cream's guidelines and may be required to use a designated supplier to manage these interactions. This ensures consistency in brand messaging and customer service across all locations. Franchisees should clarify with Cream the extent of this control and the specific guidelines they must follow.