Reiye Review Policy

1.Why this policy exists

Reiye helps people discover beauty and wellness professionals through genuine customer reviews and detailed business profiles.

Reviews should provide honest and useful accounts of genuine customer experiences.

This policy explains:

• Who may leave a review
• What reviews may contain
• What is prohibited
• How reviews may be reported
• How Reiye moderates reviews
• What action Reiye may take when the rules are breached

This policy applies to customers, Business Owners and anyone using Reiye’s review features.

2.Who may leave a review

A reviewer must:

• Have a registered Reiye user account
• Have had a genuine experience with the business being reviewed
• Select an existing approved, active and Reiye Verified business from the Reiye provider directory
• Review only the business and service they personally experienced
• Provide truthful information based on their own experience

A reviewer must not submit a review on behalf of another person.

Where relevant to moderation, Reiye may take into account information provided by the reviewer or the business.

Information supplied for moderation will not be published publicly.

3.Reiye Verified businesses only

Reviews may only be submitted for businesses that:

• Have an approved and active Reiye Business Profile
• Hold Reiye Verified status
• Are available in the Reiye provider directory

Users cannot create a new business by manually typing a business name into the review form.

The business must be selected from Reiye’s directory of approved and active BusinessProfiles.

Reiye having approved a BusinessProfile to appear on the Platform is not the same as Reiye guaranteeing or endorsing the professional’s services.

4.Genuine experiences

Reviews must reflect a genuine customer experience.

A genuine experience may include:

• Receiving a booked beauty or wellness service
• Paying a deposit or fee
• Communicating directly with the provider about an appointment
• Experiencing a cancellation or refusal of service
• Experiencing another material part of the customer journey

Reviews should focus on what the reviewer personally experienced.

They should not be based on rumours, assumptions or information received from another person.

5.Honest positive and negative reviews

Reiye permits both positive and negative reviews.

A review will not be removed merely because:

• It gives a low rating
• A business disagrees with it
• It is critical
• The customer and business remember the situation differently
• The business later offered a refund or apology
• The review affects the business’s rating

Negative reviews must still follow this policy.

Reiye moderates reviews based on authenticity and content, not star rating.

6.Prohibited reviews

Reviews must not:

• Be fake or misleading
• Describe an experience that did not happen
• Be written by a Business Owner about their own business
• Be written by an employee or close family member of the business
• Be written by a competitor to unfairly damage the business
• Be purchased or commissioned
• Be submitted in exchange for money, payment, discounts, gifts, free services, competition entries or other benefits offered in return for leaving a review
• Contain copied or duplicated content
• Contain advertising or promotional links
• Impersonate another person
• Manipulate ratings through multiple accounts
• Be generated through bots or coordinated review campaigns

7.Conflicts of interest

A person must not review a business where they are materially connected to it.

This includes:

• The business owner
• An employee or contractor
• An immediate family member of the owner
• Someone involved in managing or marketing the business
• A direct competitor
• Someone acting on behalf of any of the above

Reiye may remove reviews where a relationship creates a reasonable concern about impartiality.

8.Review content standards

Reviews should be relevant, respectful and based on facts the reviewer genuinely believes to be true.

Reviews must not contain:

• Threats or encouragement of violence
• Harassment or targeted abuse
• Hate speech or discriminatory language
• Sexually explicit content
• Unlawful content
• Repeated personal attacks
• Private medical information about another person
• Home addresses
• Personal telephone numbers
• Private email addresses
• Payment card details
• Identity documents
• Irrelevant graphic content
• Advertising
• Serious criminal allegations without appropriate context or evidence
• Content that infringes another person’s intellectual property or privacy rights

Reiye may hide or remove profanity where it is excessive, directed at an individual or makes the review abusive rather than useful.

9.Photos and media

Photos or other media uploaded with a review must:

• Relate directly to the service received
• Belong to the reviewer or be used with permission
• Not reveal another person without their permission
• Not contain private information
• Not be misleadingly edited
• Not contain unlawful, explicit or abusive content

Reiye may hide or remove review content where reasonably appropriate and technically available.

Reviewers are responsible for ensuring they have permission to upload their media.

10.Review requirements

A review must include:

• A selected approved and Reiye Verified business
• A star rating
• A written review of at least 20 characters
• The service received
• The appointment or experience date where required
• Any other fields marked as required

Where Reiye requires an image, at least one valid image must be uploaded successfully before submission.

11.One review per appointment

A customer may leave multiple reviews for the same business — one for each distinct appointment or experience date.

The only duplicate restriction is: the same customer may not leave two reviews for the same business on the same appointment or experience date. If a customer wishes to change their feedback for a particular appointment, they may edit their existing review for that date instead.

There is no waiting period between reviews. A customer may review two different appointments on the same day.

12.Editing and deleting reviews

Currently, a customer may:

• Edit their own published review (rating, service type, review text, photos and appointment date)
• Delete their own published review

Edited reviews display an "Edited" indicator and the time of the last edit is recorded.

When a review is deleted or removed:

• It will no longer appear publicly
• It will no longer contribute to the business’s review count
• It will no longer contribute to the business’s average rating
• Deleting one review does not affect any other review the customer has left for the same business

Reiye may retain limited internal records where reasonably required for moderation, fraud prevention, legal compliance or security.

13.Business responses

Business Owners may post an official public Business Response to a review about their own business where the functionality is available.

Currently:

• A business may publish one official Business Response per review
• The response appears publicly beneath the customer review
• The business may edit its response
• The business may delete its response
• Deleting the Business Response does not delete the customer review
• Responding does not alter the customer’s star rating
• Reporting a review is separate from responding

Responses must:

• Remain professional
• Address the substance of the review
• Avoid intimidation or retaliation
• Avoid publishing private customer information
• Follow the same content standards as reviews

Business Owners must not pressure reviewers to change or delete a review.

A reviewer is not required to change their review after receiving a refund, apology or response.

14.Review invitations

Businesses may invite genuine customers to leave a review provided the invitation is:

• Neutral
• Fair
• Consistently offered
• Not limited to customers expected to leave positive feedback
• Not linked to a reward or incentive

Businesses must not:

• Ask only happy customers to review
• Discourage dissatisfied customers from reviewing
• Offer gifts or discounts for positive reviews
• Request a specific star rating
• Make rewards conditional on editing or deleting a review

15.Reporting a review

Logged-in users and Business Owners may report a review where they reasonably believe it breaches this policy.

Available report reasons may include:

• Fake or not based on a genuine experience
• Conflict of interest
• Offensive or abusive content
• Harassment
• Personal information
• Spam or advertising
• Wrong business
• Misleading media
• Intellectual property concern
• Other policy breach

Reporting a review does not guarantee that it will be removed.

16.Misuse of reporting

Users and businesses must not misuse the reporting system.

Misuse includes:

• Reporting every negative review automatically
• Reporting a review simply because the business disagrees with it
• Repeatedly reporting the same review without new information
• Selecting inaccurate report reasons
• Coordinating mass reports
• Using reports to intimidate reviewers

Reiye may take appropriate action where reporting is abused, including contacting the user or business about the misuse.

17.How Reiye moderates reviews

When a review is reported or flagged, an administrator manually reviews the report. The review does not automatically become hidden simply because it has been reported.

Reiye’s current moderation process is primarily manual administrator review. An administrator may:

1. Leave the review visible while assessing it
2. Temporarily hide the review
3. Ask the reviewer for relevant information
4. Ask the business for relevant information
5. Make a hidden review visible again if no breach is found
6. Remove the review where a breach is confirmed

Reiye may hide or remove review content where reasonably appropriate and technically available.

Moderation takes into account:

• Manual human review
• Information supplied by the customer or business
• The circumstances of the report

Reiye administrators do not rewrite customer reviews. Reiye may assess, hide, restore or remove a review, but should not alter the substance of a customer’s opinion merely because a business disagrees with it.

18.Review visibility

A review may be:

• Visible (published)
• Hidden
• Removed
• Deleted by the reviewer

Only visible reviews contribute to:

• Public review count
• Average rating
• Rating distribution

19.Moderation outcomes

Reiye may:

• Keep a review visible
• Temporarily hide a review
• Permanently remove a review
• Make a hidden review visible again
• Warn a user or business by contacting them
• Remove or deactivate a business profile

Actions should be proportionate to the seriousness and circumstances of the breach.

Reiye does not currently operate an automatic sanction ladder, automated suspension system, or selective review-ban functionality. Moderation is handled manually and proportionately.

20.Fake review enforcement

Where Reiye identifies fake or manipulated review activity, it may:

• Remove affected reviews
• Remove artificial rating changes
• Remove or deactivate the business profile
• Preserve records for legal or regulatory purposes

21.Information and moderation

Where relevant to moderation, Reiye may take into account information provided by the reviewer or the business, such as appointment confirmations, booking messages, payment receipts or provider correspondence.

Providing additional information does not automatically determine the outcome. Reiye is not a court and does not make legally binding determinations about the underlying customer or business dispute.

If authenticity cannot reasonably be established, Reiye may keep a review hidden or remove it. The absence of information does not automatically prove a review is fake.

22.Fairness and neutrality

Reiye applies the same standards to:

• Positive and negative reviews
• Customers and Business Owners

23.Requesting reconsideration

A reviewer or affected Business Owner may contact Reiye at hello@reiye.com to request reconsideration of a moderation decision.

A request for reconsideration should identify the relevant review or moderation decision, explain why the user or business believes the decision should be reconsidered, and provide any relevant new information where available.

Reiye may review the request and any new information supplied. Reiye may decline repeated requests that provide no materially new information. Reconsideration is not a formal legal appeal, hearing or binding tribunal process, and Reiye does not guarantee a fixed response deadline or reversal of the original decision.

24.Notifications

Reiye may provide in-app notifications relating to a user’s account or activity on the Platform where that functionality is available.

Notifications are delivered in-app. Reiye does not guarantee instant delivery of every notification or that every notification will remain available indefinitely.

25.Rating calculations

Only eligible visible reviews contribute to:

• Average rating
• Review count
• Rating distribution

When a review is hidden, removed, deleted or made visible again, the rating and review count should update promptly.

26.Honest criticism

Businesses do not have the right to remove a review merely because it:

• Is negative
• Gives one star
• Criticises quality
• Criticises lateness
• Raises concerns about hygiene
• Criticises communication
• Criticises pricing
• Describes poor customer service
• Affects the business’s reputation

Reiye will remove or restrict a review only where there is a policy, legal or safety basis.

27.Permanently closed businesses

Where a business permanently closes, its BusinessProfile may remain publicly visible and will be clearly marked as Permanently Closed.

For a permanently closed BusinessProfile:

• Existing customer reviews may remain visible
• Existing visible reviews continue to contribute to the displayed historical rating and review count
• Customers cannot submit new reviews
• Customers cannot ordinarily edit or delete existing reviews through the closed BusinessProfile flow
• Ordinary in-platform reporting of those historical reviews is no longer available through the closed BusinessProfile

This does not prevent Reiye from moderating unlawful or prohibited content, removing content where legally required, responding to privacy or data-protection requests, or responding to legal or safety concerns.

The Permanently Closed marking ensures users do not mistake historical ratings and reviews for evidence that the provider is still accepting customers.

Where a serious legal, privacy or safety concern relates to historical content on a permanently closed BusinessProfile, users may contact Reiye at hello@reiye.com.

28.Changes to this policy

Reiye may update this policy as the platform, laws and moderation systems develop.

Material changes may be communicated through the website or Platform.

29.Contact

For questions, moderation requests or requests for reconsideration, contact:

hello@reiye.com