Review Policy

Learn how to write helpful, relevant and unbiased reviews and other rules that apply to reviews

The ZeroDegrees Platform relies on honesty, transparency and trust. Reviews are a great way for Customers to give constructive feedback to Service Providers and help them understand whether their Service needs improving, by steering them in the right direction, or whether they are already providing an excellent Service to their Customers. They also help prospective Customers better understand what to expect when making plans and decide whether that particular Service is the right fit for their needs and expectations. Reviews provide community members with information and insights that help them make better booking decisions.

We want you to feel confident that the reviews you read on ZeroDegrees are accurate and free from external influences. Services may only be reviewed by Customers who have made a booking through the ZeroDegrees Platform. Reservations cannot be reviewed. Once at least 3 different Customers have reviewed a Service, an aggregate of their primary scores is shown in the listing’s cover section and on its preview card. Additionally, an aggregate of all reviews for a Service Provider is shown on their Profile listing. This Review Policy applies to all Reviews and Review Responses published on the ZeroDegrees Platform.

1. Add a review

The best reviews are helpful ones, where reviewers accurately recount their experience and provide their honest opinions. When adding a review, focus on your experience and think about what you would like to have known before booking that Service. Highlight things like:

• Overall Service. How was it?
• Accuracy. Was it accurately represented with up-to-date photos and info?
• Communication. Was the Service Provider helpful? Did the Service Provider respond to messages promptly?
• Location. Was the Customer made aware of safety, transportation, noise, accessibility or other situations that might affect their experience?
• Amenities. Was everything promised in the listing available and in good, working condition?
• Cleanliness. Was the area where the service was delivered clean?
• Value. Was it worth the price?
• Your interactions with the Service Provider. Were they pleasant and respectful?
• Anything that made the Service special, like amazing coffee.

Customers have 15 days, from the time the booking ends, to write a public review and provide star ratings. The review must have a minimum of 150 characters. Customers can write reviews even if they were late, left early, or did not attend the Service because they could not find the meeting point. If a booking was made for more than one person, the review can only be added by the Customer who made the booking. To add a review, go to your ZeroDegrees account, then go to Bookings and click the button “Leave a Review” for the booking you want to review.

2. Edit a review

To encourage honest and impartial reviews, Customers may only edit a review within 24 hours of having submitted it. To edit a review, go to your ZeroDegrees account, then go to Bookings and click the button “Revise your Review”.

3. Remove a review

Once a review has been published, Customers can contact us to request for it to be removed. Please be aware that we only remove reviews that violate this Policy. 

4. Respond to a review

Service Providers can reply to a review within 7 days of it having been published by the Customer. To reply a review, go to your ZeroDegrees account, then go to Reviews and click the button “Reply” for the booking you want to reply to. The response is public and will be published immediately. Service Providers may only edit their reply within 24 hours of having submitted it.

Service Providers cannot remove a review left by a Customer, even if they disagree with it. While we encourage and expect all Customers to publish reviews that contain objective and accurate information, ZeroDegrees does not mediate disputes concerning the truth of reviews. We expect the author of the review to stand behind its content. Service Providers may however (i) reply to the review providing more context and their own perspective or (ii) report the review if they believe it violates this policy.

5. Evaluate a Review

We ask our community to help ensure that reviews on the ZeroDegrees Platform are useful, informative, and help other customers make an informed booking decision. Any Member of our Community may evaluate a review by leaving a thumbs up or thumbs down evaluation. Each member may only evaluate a review once.

6. Review Rules

All Reviews and Review Responses published on the ZeroDegrees Platform must comply with the rules described in sections 6.1, 6.2 and 6.3 of this Policy.

6.1 Compliance with our other Policies

All reviews and review responses must follow our Content Policy, Hate Speech Policy and Non-Discrimination Policy.

6.2 Relevance

Reviews should be on-topic and relevant to the Service being reviewed. Where a review contains information that is unrelated to the Service or is focused on something beyond the Service Provider’s control, our moderation team will weigh the relevance of the review by assessing:

1. Does the review recount the Customer’s experience and provide their personal perspective?
2. Does it provide essential information about a Service Provider or Service?
3. Does the review help prospective Customers make more informed booking decisions?

If ZeroDegrees determines that the review contains no relevant information about a Customer’s experience, the review may be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.

To keep reviews relevant, we recommend avoiding the following:

• Commentary about a person’s social, political, or religious views.
• Profanity, name calling, and assumptions about a person’s character or personality.
• Content that refers to circumstances entirely outside of another’s control.
• Content about Services not related to the Service booked (for example, an airline, rideshare, restaurant, etc.).
• Commentary about past bookings or experiences.

6.3 Unbiased

Our community benefits most when reviews present an unbiased picture of the customer’s experience. ZeroDegrees removes reviews when they exhibit inappropriate bias – for example, because the reviewer is attempting to extort the person being reviewed, has a conflict of interest, or competes with the person being reviewed.

Extortion or incentivization

Any attempt to use reviews or review responses to force a person to do something they are not obligated to do is a misuse of our review system, and has no place in our community.

This policy prohibits:

• Customers threatening to use a negative reviews or ratings in an attempt to force a Service Provider to provide refunds or additional compensation.
• Service Providers requiring a Customer to leave a positive review or to revise a review in exchange for a partial or full refund.
• Service Providers offering free or discounted Services in exchange for a Customer revising an existing review.
• Service Providers or Customers asking someone to take specific actions related to a review in exchange for the resolution of a dispute.

This policy does not prohibit:

• A Customer from contacting a Service Provider with a problem prior to leaving a review.
• A Customer seeking refund and leaving a review – where that review is not used as a threat to sway the outcome of a resolution.
• A Service Provider from asking a Customer to leave an honest positive review or rating reflecting a positive Service.
• A Customer from revising a review within the time constraints for revision.

Conflict of interest

Bookings created only with the intent of manipulating the review system with fake reviews and ratings are not allowed. We will remove reviews where there are signs that the booking was made for the sole purpose of inflating a Service Provider’s rating, or where we suspect that the Service was never delivered. Additionally, Service Providers are not allowed to:

• Publish reviews of their own business.
• Accept fake bookings in exchange for a positive review.
• Use a second account to leave themselves a review.
• Coordinate with business partners or affiliated individuals or entities to get positive reviews.

Competitor reviews

Negative reviews written by competing businesses with the purpose of dissuading prospective Customers from booking a Service or driving business to other Service Providers are not allowed on the ZeroDegrees Platform.

7. Review Policy Violation

We believe that a helpful review system is one that respects and protects our community and reflects our Customers’ genuine feedback. For that reason, we take the removal of any review very seriously.

Service Providers may report a review if they believe it violates this policy. To report a review, please go to your ZeroDegrees account, then go to Reviews and click the button “Report” for the booking you want to report the review for. When we receive a report of a review that violates this policy, our team will investigate the claim.

If a review is found to be in violation of the rules set forth in Section 6 of this policy, we will remove the review and we may additionally suspend the account for a period of time. When determining the length of the suspension period, we consider a number of factors including the severity of the violation and the Member’s previous record of violations across all our Terms and Policies. We will send the Member an email to inform of our decision. Subsequent violations will lead to longer suspension periods and may eventually result in termination of the account, pursuant to section 17 of our Terms of Service.