Who may write a review
Only a signed-in customer with an appointment at that business which is recorded as completed. The appointment a review attaches to is chosen on the server from that customer's completed appointments; it is never taken from what the browser sends. One active review per customer and business. Nobody can review a business they are attached to as staff.
Where this reaches its limit, and we would rather say so: the appointment is set to "completed" by the business itself. Our check confirms that such an appointment exists and belongs to the person writing – it does not independently establish that the visit took place.
What happens before it appears
Every review is created in the state "pending, published, rejected" and is read by a person before it appears. A review may be up to 2000 characters long, and one account may submit at most 5 a day. Editing a published review puts it back into moderation.
Why a review can be rejected
- No appointment behind it
- States something untrue as fact
- Insulting or threatening
- Personal data of someone else
- Advertising or spam
- Suspected bought or invented review
- Unlawful for another reason
A rejection is only possible with one of these grounds, and the person who wrote the review is told which one it was.
How we invite reviews
One e-mail, 1 day after the appointment, and only to customers who agreed to be written to. There is no reward of any kind for writing a review, and none for writing a positive one. A customer who has already reviewed that appointment is not asked again.
What order they appear in
Newest first. Nothing else: not the rating, not what the business pays, not how often it was reported.
What the business can and cannot do
A business may reply publicly to a published review about itself. It cannot moderate, hide, delete or reorder reviews, and it cannot see who is about to leave one.
Reporting a review
Anyone can report a review. A report flags it for a person to look at – it does not hide the review, and reporting it repeatedly does not either. At most 20 reports a day from one address.