Review Policy

1. Who Can Leave a Review

Reviews are only accepted from the verified customer account that booked and completed a job on VettaLux. When a booking is marked complete and escrow is released, we invite that customer to review the provider. Third-party reviews, pre-booking reviews, and reviews from accounts that cannot be linked to a completed booking are not published.

2. Review Content Guidelines

Reviews should be a factual description of the service you received. Please include:

• A star rating from 1 to 5
• A short summary of the work performed
• Comments on quality, professionalism, timeliness, and value

Customers may edit or delete their own review within 30 days of submission. After 30 days the review is locked in place, though a provider response can be added at any time.

3. Provider Responses

Providers may post one public response per review. Responses are visible to everyone and are subject to the same content rules as the review itself. Retaliatory, threatening, or identifying responses will be removed and may trigger account action.

4. Fraud Detection Signals

Every review is scored by an automated system before and after publication. The system looks at signals that commonly indicate fake or manipulated reviews, including:

• Reviewer clustering: multiple reviews for one provider from linked accounts or devices.
• Phone-farm detection: carrier, line type, and reuse patterns that suggest disposable numbers.
• IP and device fingerprint overlap between reviewer and provider accounts.
• Review velocity: unusual spikes in positive or negative reviews in a short window.
• Content similarity across reviews on the same provider.
• Timing anomalies, such as reviews posted minutes after account creation.
• Reports of off-platform payment request — our fraud team investigates every report and may clawback or terminate the offending provider per Provider Terms §5.

High-risk reviews are held for human moderator review before publication. Confirmed fraud results in removal, trust-score penalties on the provider, and, where warranted, permanent suspension.

5. No Paid or Incentivized Reviews

Providers and their agents must never offer discounts, gifts, cash, rebates, upgrades, or any other consideration in exchange for a review. Providers may not write reviews of their own business or of competitors. Suspected incentive schemes are investigated and, where confirmed, result in removal of affected reviews and account action against the provider.

6. Disputes by Providers

A provider who believes a review is inaccurate, off-topic, or in violation of this policy may open a dispute within 30 days of the review being published. Disputes are submitted from the provider dashboard and must include supporting evidence (job records, messages, photos, invoices). The review remains visible while the dispute is open.

A human moderator reviews the evidence from both sides and issues a written decision, typically within 14 days. The moderator may take no action, add context to the review, or remove the review. Patterns of unfounded disputes are tracked and can themselves become grounds for account action.

7. When Reviews Are Removed

We remove reviews that contain:

• Personally identifying information (addresses, license numbers, phone numbers).
• Profanity, hate speech, threats, or personal attacks.
• Content that is off-topic or unrelated to the service experience.
• Statements that a moderator determines to be verifiably false.
• Spam, advertising, or solicitation of off-platform contact.
• Content obtained through paid or incentivized schemes.

Asking a customer to pay outside VettaLux is a bannable violation under Provider Terms §5, not just review-level spam. Every customer report of an off-platform payment request is routed to the fraud team and enforced on the two-strike ladder.