Review Guidelines for Customers
Customer reviews are vital for building a trustworthy community on our platform. Your feedback helps future customers find reliable professionals and helps skilled professionals get more work.
Who Can Leave a Review?
You can leave a review for any professional you’ve hired through our platform, as long as work has already begun or you have made a deposit.
If you don’t meet these requirements but still want to share your experience with one of our professionals, please contact us using our contact form.
What to Include in Your Review
A review should be an honest and factual account of your experience. When writing your review, please keep these points in mind:
- Be constructive: Avoid accusations and abusive language.
- Keep it focused: Your review should be about the work performed and the professional’s behavior and conduct.
- Stay factual: Stick to the facts of your experience.
- Be concise: Reviews are limited to 1,000 characters.
Note: We have a strict policy against false or compensated reviews. If you are offered financial compensation or any other incentive for a review, please report it to us.
What to Avoid in Your Review
We ask that you remain polite and respectful, even if things didn’t go as planned. Your review is a chance to share your experience, not to make personal attacks. It is not permitted to include the following in your review:
- False, inaccurate, or misleading statements.
- Personal or private information about the professional (e.g., name, home address, phone number).
- Abusive, offensive, racist, hateful, or demeaning language.
- Links or promotional material that could direct other customers away from our platform.
Review Removal Policy
We are committed to publishing all reviews that meet our content standards. We will only remove a review if it violates these guidelines. A review may be removed if:
- No work has started, or no money has been paid to the professional.
- The feedback is not related to a real job or customer on our platform.
- The customer was paid or incentivized to leave the review.
- The review contains personal information (e.g., names, addresses) of any party.
- It contains offensive, abusive, hateful, or racist language.
- It contains illegal content or promotes illegal activities.
- It is false, inaccurate, or misleading.
- The customer requests its removal.
- We received a court order to remove it.
- It violates our general terms and conditions for professionals or customers.
Professionals also have the right to object to a review, and we will investigate any objections. If we find that a review violates our terms or policies, we may remove it.
Changing or Deleting a Review
If you want to edit a review, you can do so by logging into your account. To request the deletion of a review, please contact us directly.
How We Process and Publish Reviews
To ensure reviews are authentic, they can only be submitted if:
- The review is linked to a job posted on our platform.
- The professional was hired for that job through our platform.
- The customer is logged into their account when submitting the review.
While we monitor all negative reviews as part of our quality control, we will only remove them if they violate our terms or policies. We reserve the right to decide whether or not to remove a review upon request.
We also accept reviews for professionals from up to five clients outside of our platform. Professionals can request these reviews, and we will verify their authenticity by requiring a copy of the paid invoice for the job before publishing.
We use automated checks to identify and prevent fake, inaccurate, or misleading reviews. Any user who posts such reviews may face consequences, including the closure of their account.
Our Rating System
After a professional is hired, we ask customers to leave a review through a combination of emails and in-app messages. Our rating system uses a 1-to-5-star scale (with 5 being the highest). A professional’s overall rating is the average of all their published reviews.
We do not allow sponsored reviews. Any review left in exchange for a reward will be removed.
Guidelines for Professionals
We encourage all professionals to respond to the reviews they receive. This is your chance to offer your perspective in a professional manner. A thoughtful response can be just as valuable as a positive review, as it shows your commitment to communication and problem-solving.
When responding to a review, you should:
- Keep it constructive: Avoid accusatory or offensive language.
- Stay factual: Stick to the facts of the situation.
- Protect privacy: Do not include any personal information about the customer.
- Do not threaten or intimidate the customer.
- Do not include promotional material to direct customers away from our platform.
We reserve the right to remove any response that violates these guidelines. If we do, we will notify you through your account contact information. If either party objects to a review or a response, they should contact us directly.
Why Do We Have This Policy?
This policy is in place to protect the reliability and integrity of our reviews. We will update it periodically to ensure compliance with legal and industry standards. All users must adhere to this policy, our general terms and conditions, and all applicable laws.