Community Guidelines and Review Policy

Draft. This policy is under legal review and may change.

Last updated: [EFFECTIVE_DATE] Version 1.0

In short: Be honest, be respectful, and keep it lawful. Reviews must come from real experience, can be positive or negative, and are never bought, faked or hidden because they are negative. Anyone can report content they think breaks these rules. We may remove content or restrict accounts, but we do not check everything and we are not responsible for what users post. If we act on your content, we tell you why where the law requires and you can ask us to look again. This summary is not part of the binding terms below.

1. These guidelines

These Community Guidelines and Review Policy apply to all User Content and conduct on the Platform. They are part of the Terms of Service. Words defined in the Terms of Service have the same meaning here.

2. Ground rules for everyone

You must not post or send content that:

(a) is false or misleading, including about your identity, licences, insurance, prices or experience; (b) harasses, threatens, bullies, stalks or intimidates anyone; (c) is hateful or discriminatory, or attacks people based on race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity, disability, age or any other protected characteristic; (d) is sexually explicit, violent, or obscene; (e) shares someone else's private information (such as an address, phone number, email or documents) without their permission; (f) infringes copyright, trademarks or other rights (see the Copyright and DMCA Policy); (g) is spam, advertising unrelated to the Job or profile, or contains links designed to mislead; (h) promotes illegal activity, including unlicensed work where a licence is required, or unpermitted work where a permit is required; (i) offers anything in the Prohibited Items Policy; or (j) is malicious code or attempts to get around Platform security.

3. Job posts, comments and Bids

3.1. Job posts must describe real work at a property you are entitled to arrange work for.

3.2. Public comments on Jobs should be relevant questions or information about the Job. Put prices and private details in a Bid or chat, not in a public comment.

3.3. Bids must be genuine offers.

4. Review Policy

4.1. Who can review

(a) A Homeowner can review a Pro once for each Job marked done on the Platform, and once for each Booking that was held. (b) A Buyer can review a product after a completed purchase. (c) Profile Q&A comments are questions and answers, not reviews, and do not include star ratings. (d) Pros can rate Homeowners; those ratings are visible only to Pros.

4.2. What a review must be

Reviews must reflect the reviewer's own, genuine experience with the Pro, Job, Booking or product. They may be positive, negative or mixed.

4.3. What is not allowed

(a) Fake reviews. Nobody may write, buy, sell or arrange a review that misrepresents that it is from a real customer or that misrepresents the reviewer's experience. This includes reviews written by AI or by anyone other than the person who had the experience. (b) Insider reviews. A Pro, Seller, their owners, managers, employees, agents or close relatives must not review their own business or a competitor. If anyone with a material connection to a Pro or Seller posts a review, the connection must be clearly disclosed, and we may remove the review. (c) Paying for positive (or negative) reviews. Nobody may offer money, discounts, gifts, free services or anything else of value in exchange for a review that is conditioned, expressly or by implication, on the review being positive or negative. (d) Review suppression. Pros and Sellers must not threaten, intimidate, pressure or make unfounded legal threats against anyone to prevent or remove a review, and must not offer anything to have a review changed or removed. (e) Review gating. Pros and Sellers must not ask only satisfied customers to leave reviews, or screen customers before asking. (f) Fake social proof. Nobody may buy or create fake followers, likes, views or other indicators of popularity.

4.4. What CSI does

(a) CSI does not write, buy, or procure reviews, and does not offer incentives conditioned on review sentiment. (b) CSI shows all reviews that meet this Policy, positive and negative. CSI does not remove, hide or rank reviews lower because they are negative. (c) CSI may remove or hide a review only if it: (i) contains trade secrets or confidential business information; (ii) is defamatory, harassing, abusive, obscene, vulgar, sexually explicit, or discriminatory with respect to a protected characteristic; (iii) is clearly unrelated to the Pro, Job, Booking or product reviewed; (iv) is clearly false or misleading, or is a fake, insider or incentivised review under Section 4.3; (v) contains private information such as phone numbers, addresses or emails; or (vi) must be removed under law or a court order. These criteria apply equally to positive and negative reviews. (d) Review averages are calculated from all published reviews. If reviews have been removed, the total number shown is the number of published reviews. (e) "Verified" next to a review means it was left after a Job marked done or a Booking held on the Platform, or after a completed purchase.

4.5. Replies

A Pro may post one public reply to each review. Replies must be factual, respectful, and must not share the Homeowner's private information.

4.6. Testimonials

Testimonials shown on CSI's own pages are from real customers, reflect their honest opinions, and are used with permission. If a testimonial author received anything of value or has a connection to CSI, we will disclose it.

5. Reporting content and users

5.1. You can report a Job, comment, Bid, message, review, profile, product or Seller using the "Report" option on it, or by emailing info@csieliteservices.com.

5.2. A report should explain why you believe the content is unlawful or breaks these guidelines, identify the content (for example, with a link), and include your name and email (unless the report concerns child sexual abuse material, in which case you may report anonymously). Include a statement that you believe the report is accurate and complete.

5.3. We will confirm receipt where we can, review reports in a timely, diligent and objective manner, and tell you what we decided.

5.4. Copyright complaints should follow the Copyright and DMCA Policy.

5.5. If you believe someone is in immediate danger, contact the police or emergency services first.

6. Moderation

6.1. No duty to monitor. CSI reviews some content before publication (Job posts, Pro profiles and products in certain cases) and reviews content that is reported, but it does not and cannot check everything. CSI has no duty to monitor User Content and is not responsible for it.

6.2. What we can do. If we believe content or conduct breaks the law, the Terms of Service or these guidelines, we may: remove or hide the content; limit its visibility; reject a post or product; remove a badge; restrict features (such as bidding, messaging or reviews); pause a shop; suspend or close an account; and report to authorities where the law requires or allows.

6.3. How we decide. Decisions are made by staff, sometimes with automated tools (such as rate limits and automatic shop pauses based on thresholds). We consider the seriousness of the breach, whether it is repeated, the intent, and the risk to others.

6.4. Repeat offenders. We may suspend for a reasonable period, after a warning, the accounts of Users who frequently post clearly illegal content, and we may stop processing reports from people who frequently submit clearly unfounded reports.

6.5. Statement of reasons. If we remove or restrict your content or account, we will tell you, where the law requires and where we have your contact details: what we did, the reason, whether it was based on a report, whether automated means were used, the rule or law relied on, and how you can challenge it. We may withhold this information where the law allows, for example to avoid interfering with a criminal investigation.

7. Challenging a decision

7.1. If you disagree with a moderation decision (or with our decision not to act on your report), email info@csieliteservices.com within 6 months of the decision with the subject "Appeal". A person who was not involved in the original decision, where practical, will review it, and we will tell you the outcome.

7.2. Users in the European Union may also use an out-of-court dispute settlement body certified under EU law, or go to court.

8. No liability

CSI's decision to act or not to act on any content does not make CSI responsible for that content. Sections 19 to 26 of the Terms of Service apply.