Reviews publishing rules

1. The customer's experience comes first

2. When is a review collected?

(If a situation is not listed below, the review will not be collected or published.)

When can a customer review a business?

• The business was paid.
• The business solved the problem without payment (even by phone).
• An appointment was scheduled but the business did not show up, or cancelled too late for the user to find another solution.
• The business started the work but stopped midway.
• Special cases when a customer can leave a review for a business even if the work has not yet been completed (all conditions below must be met):
  • The client provided all required documents and fulfilled their obligations.
  • The business did not complete the work within a reasonable time for that category.
  • The business stopped communicating effectively (evidence required).

But in any event, we will not collect a review if:

• The user did not receive the service (for example, only received a quote / price proposal).
• The business is still actively trying to solve a major issue.
• The user says they are not comfortable giving a review.

3. When do we delete, change, or not publish a collected review?

We do not delete honest reviews. If a review is based on a real service and follows the rules below, it will stay on the platform.

We will delete or not publish a review if:

• It contains hate speech, threats, discriminatory, defamatory or offensive language, or otherwise includes language that violates applicable law.
• It was written by mistake or admitted to be false.
• It refers to the wrong business, the user is impersonating another person or entity, or the user cannot prove they used the business.
• There are not enough details, or the facts are unclear (we will ask the user for clarification; if no reply, it will not be published).
• For humanitarian reasons, such as death, hospitalization, road accident, or government orders preventing the service.
• It otherwise violates the requirements in our Terms of service.

A review may be edited/changed by the Locallista team if:

• It includes personal data (phone numbers, addresses, etc.).

Mediation requests by businesses:

• A business may request one mediation per 20 reviews if they believe a review is unfair.
• The request is sent through Locallista's team, and our team will ask the user if they are open to dialogue.
• Mediation is voluntary for the user. We never pressure users to change a review.
• The business may offer a second visit or partial refund. If the issue is resolved and the user is satisfied, they may update their review.

4. Review Updates

We may contact users - depending on the service - after some time has passed, to ask if they would like to update their original review based on their latest experience.

If a user chooses to provide updated feedback, their existing review and rating may be amended and the updated version will be published on the platform. This will not create a new review, but will update the original one.

5. Monitoring patterns

Locallista monitors review patterns. If a business receives multiple low reviews on the same issue, we will notify them and may temporarily pause or remove their profile until improvements are made.

6. What each score means

Every score expresses the customer's personal experience and opinion of one specific job. It is not a statement of fact about the business.