Review Policy

Our approach

Locaylo publishes reviews to help customers make informed choices and to give professionals fair feedback. We take reasonable and proportionate steps to prevent and remove fake reviews, concealed incentivised reviews and misleading review information.

Who can leave a review

A customer may review a professional only after a booking made through Locaylo has been completed. Only the customer attached to that booking may submit the review, and only one review may be submitted for each booking.

A “Verified booking” label means the review is linked to a completed Locaylo booking. It does not mean Locaylo endorses every statement or guarantees that the review is accurate.

Prohibited reviews

Users must not submit a review that is fake, written for someone else, based on a service that did not occur, influenced by an undisclosed payment, discount, gift or other benefit, or affected by an undisclosed personal, employment or business conflict of interest. Reviews must not contain unlawful, threatening, harassing or irrelevant content.

Incentives

Locaylo does not currently offer rewards in exchange for customer reviews. A professional must not buy reviews or offer a benefit conditional on a positive review. Any permitted future incentive would need to be clearly and prominently disclosed.

Detection and investigation

Locaylo uses booking eligibility, one-review-per-booking controls, reports, account and transaction records, and moderation checks to identify suspicious reviews. A report does not automatically remove a review. We consider available evidence and record the moderation decision.

Reporting a review

Professionals can report a review from My Reviews. Available reasons include fake review, concealed incentive and conflict of interest. Please provide enough detail for us to investigate. Other users may report content through the relevant reporting controls.

Moderation and ratings

Locaylo may leave a review visible, hide it, issue a warning, restrict reviewing, suspend an account or take other proportionate action. Hidden reviews are excluded from the professional's public review count and average rating. We do not remove genuine reviews simply because they are negative.

Professional responses

Professionals may post a response. Responses are visibly attributed and must follow the same content and conduct rules. A response does not alter the customer's rating.

Questions and challenges

Use Help and support in the Locaylo app if you want to provide further evidence or question a moderation decision. We may retain relevant review and moderation records for fraud prevention, legal compliance and dispute handling.