Reviews & Ratings Policy
1. Who Can Leave a Review
Customers may be invited to leave a review after an order has been completed through our app. Reviews should be based only on the customer's genuine experience with that order, kitchen, food, and menu items.
2. What Customers Can Review
After an order is completed, customers may be able to leave an order review and menu item reviews. Reviews may include a star rating and an optional written comment. Order reviews may relate to the overall order experience. Menu item reviews may relate to the specific food items ordered.
3. How Ratings Are Calculated
Kitchen and menu item ratings may be calculated using average ratings from eligible customer reviews. The backend may calculate average ratings from completed order ratings and menu item ratings. Ratings may be updated when new eligible reviews are submitted, edited, removed, or excluded under this policy.
4. When Ratings May Appear
Ratings may not appear immediately. We may choose to display ratings only after a kitchen or menu item has received enough eligible reviews. This helps avoid showing ratings that are based on very limited feedback.
5. Review Guidelines
Reviews must be honest, relevant, and respectful. Customers should not include abusive language, harassment, threats, hate speech, sexual content, discriminatory comments, spam, false information, private personal information, or comments that are unrelated to the order experience.
6. Fake, Misleading, or Incentivised Reviews
Fake, misleading, manipulated, or incentivised reviews are not allowed. Customers, hosts, staff, friends, family members, or third parties must not submit reviews that do not reflect a genuine customer experience. Hosts must not offer money, discounts, free food, rewards, or other benefits in exchange for positive reviews unless this is clearly allowed by us and properly disclosed.
7. Host Reviews and Self-Reviews
Hosts must not review their own kitchen, menu items, or orders. Hosts must not ask others to submit fake or misleading reviews, and must not pressure customers to leave positive reviews or change negative reviews.
8. Moderation and Removal
We may review, moderate, hide, remove, or restrict reviews that we believe breach this policy, our Terms, applicable law, or the safety and trust standards of our platform. This may include reviews containing abuse, threats, sexual content, discrimination, personal data, spam, irrelevant content, fake information, or unfair manipulation.
9. Ratings and Removed Comments
In some cases, we may remove or hide a written comment while still keeping the star rating if we believe the rating is based on a genuine completed order. In other cases, we may exclude both the written comment and the rating if we believe the review is fake, misleading, abusive, irrelevant, or not based on a genuine experience.
10. Unfair or Disputed Reviews
A host or customer may contact us if they believe a review is fake, abusive, misleading, irrelevant, or unfair. We may investigate the review and decide whether to keep, remove, hide, or exclude it from rating calculations. We do not remove reviews only because they are negative or because a host disagrees with a customer's opinion.
11. Customer Responsibility
Customers are responsible for the reviews and comments they submit. Reviews should be truthful, based on real experiences, and should not include unlawful, abusive, private, or harmful content.
12. Platform Responsibility
Reviews are submitted by users and reflect their own views. We are not responsible for user-submitted opinions, but we may take reasonable steps to monitor, moderate, remove, restrict, or investigate reviews where needed to protect customers, hosts, our platform, or to comply with applicable law.
13. Reporting a Review
Customers and hosts can report a review if they believe it breaches this policy. Reports may be reviewed by our team, and we may ask for more information before taking action.
14. Changes to This Policy
We may update this Reviews & Ratings Policy from time to time. If we make important changes, we may notify users through the app, website, email, or another appropriate method. The updated policy will apply from the date shown at the top of this page.
15. Contact Us
If you have questions about this Reviews & Ratings Policy or want to report a review, please contact us at support@cooksocket.com.