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• There are not enough details, or the facts are unclear (we will ask the user for clarification; if no reply, it will not be published).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*

In the future, we may contact users 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.

*This process is not currently active and will be introduced later.

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.