Review and Content Policy
The rules for reviews and what people write.
Draft for legal review before full commercial launch.
Reviews must come from real completed TrustLink jobs. Customers may review selected providers publicly. Provider feedback about customers is private or aggregated for safety. No user may review themselves.
Version 1.0 - effective date not published yet
Eligible reviews
A customer may submit one provider review for a job where that customer posted the job, selected the provider and marked the work completed. TrustLink may require additional confirmation where completion is disputed. Cancelled, fake or unrelated jobs are not review-eligible.
Provider feedback about customers
A selected provider may submit structured feedback about communication, availability, payment confirmation, respectful conduct, no-shows and safety. This feedback must not expose free-text accusations publicly. Eligible providers may see only necessary, aggregated trust indicators.
Delayed disclosure
To reduce retaliation, neither party should see the other's feedback until both have submitted or seven days have passed. TrustLink may adjust the period prospectively and must display it clearly.
Review requirements
• Be honest, relevant and based on personal experience of the job.
• Describe conduct or work without threats, insults or discrimination.
• Do not include phone numbers, exact addresses, identity numbers, banking details or private messages.
• Do not demand money, discounts or free work in exchange for changing a review.
• Do not offer payment, gifts or reciprocal reviews to manipulate ratings.
• Do not submit reviews from linked or duplicate accounts.
Public display
Published provider reviews may show "Verified customer", the service category, rating, approved comment and month/year. Provider search cards may show the average rating and number of published verified reviews. A provider with no reviews should be shown as "New provider", not as a zero-star provider.
Provider response
A provider may post one relevant, respectful response to a published review. The response must follow the same privacy and content rules and may not reveal the customer's identity or address.
Moderation and removal
TrustLink may hide or remove content that is fake, unrelated, abusive, discriminatory, threatening, extortionate, privacy-violating, unlawful, rights-infringing or generated solely to manipulate ratings. Administrators may not rewrite a user's rating or manufacture reviews. Moderation actions and reasons must be logged.
Reporting and appeal
A user may report a review and identify the policy reason. TrustLink should preserve the original, review relevant job records and give the affected user a reasonable opportunity to respond. A user may request review by a different administrator. Honest negative opinion is not removed merely because it is unfavourable.