Reviews & Ratings Policy

Reviews should help future renters understand genuine customer experiences. Useful reviews are generally based on first-hand experience, honest, specific, relevant, fair, respectful, and focused on the rental. Reviews may describe positive, neutral, negative, or mixed experiences: relevant topics may include communication, booking clarity, pickup and return, whether the vehicle matched the description, vehicle condition, pricing, deposits, fees, customer service, problem handling, and the overall rental experience.

A negative review is not prohibited merely because a Business disagrees with it.

ConfirmPH may restrict review eligibility to Customers associated with a qualifying booking or another approved review process. Depending on the review flow, eligibility may require that the booking reaches an appropriate status before review access is made available. Random public visitors may not be able to submit booking-linked reviews merely by visiting a Business profile.

Review eligibility may be connected to a specific booking, connected to a specific Customer, connected to a specific Business, time-limited, single-use, protected by a private link, token, account, or verification step, revoked if misuse is detected, and subject to moderation. Review eligibility does not guarantee that a submitted review will be published.

Where ConfirmPH controls review eligibility, qualifying Customers should be treated under consistent rules. Businesses must not manipulate the review system by selectively allowing only Customers they expect to leave positive feedback while deliberately excluding other otherwise-eligible Customers.

A review submitted through an eligible ConfirmPH booking-review process may be labeled "Booking-linked review" or with another similarly factual label. A Booking-linked review means the review was submitted through a ConfirmPH review process associated with a qualifying booking record.

It does not mean ConfirmPH independently verified every statement made by the reviewer, every event described in the review, the amount of a disputed payment, who was responsible for damage, whether a refund should have been issued, whether either party breached an agreement, whether the vehicle was safe, whether the Business was honest, whether the Business complied with every legal requirement, or whether another Customer will have the same experience.

The label describes the review's connection to a ConfirmPH booking process. It is not an endorsement of the review's contents. ConfirmPH uses "Booking-linked review" rather than "Verified review" wherever possible.

Eligible Customers may receive private review access associated with a booking. Review invitations may be connected to a particular booking, connected to a particular Business, associated with the Customer on that booking, time-limited, single-use, revocable, protected by a private link or token, and subject to additional verification.

Users should not publicly share private review invitations. Sharing a private review link does not automatically transfer review eligibility to another person. Where ConfirmPH uses Customer verification, account matching, OTP verification, or another identity check, only the eligible Customer should complete the review process.

If review access is exposed, transferred, manipulated, or otherwise misused, ConfirmPH may revoke the invitation or remove the resulting review.

Reviews should describe the reviewer's own genuine experience with the rental Business or booking. Reviewers should focus on what they personally experienced, observed, were told, paid, received, encountered, or reasonably understood during the rental. Reviewers may describe disputes or negative experiences.

Where appropriate, reviewers should distinguish personal opinion, first-hand observation, and factual claims that may be disputed. For example, a Customer may say that communication was poor or that they waited a long time. More serious factual allegations should not be presented recklessly, maliciously, or without a reasonable basis.

You must not submit, arrange, encourage, or facilitate reviews that are fake, fabricated, or misleading. Prohibited activity includes fake Customer reviews; Business owners reviewing their own Business as Customers; staff pretending to be renters; family or friends pretending to be Customers; reviews for rentals that never occurred; fake bookings created to obtain review eligibility; purchased reviews; sold reviews; coordinated review attacks; review bombing; competitor smear campaigns; copied reviews presented as original experiences; forged evidence; misleading screenshots; fabricated rental experiences; or manipulating a Business's review history through sham activity.

ConfirmPH may investigate suspicious booking or review patterns and take proportionate action where review manipulation is reasonably suspected.

Businesses must not manipulate their reputation by deliberately encouraging feedback only from Customers they expect to be positive while systematically excluding otherwise-eligible Customers they expect to be negative. This includes inviting only satisfied Customers; withholding review access from Customers who complained; suppressing review eligibility after a dispute; conditioning access to a review invitation on a positive experience; or selectively distributing eligible review invitations for the purpose of inflating ratings.

Where technically possible, ConfirmPH determines review eligibility according to neutral platform rules rather than allowing Businesses to decide which qualifying Customers are permitted to review. A Business may remind genuinely eligible Customers that they can leave a review, provided the reminder does not pressure them to give a particular rating or opinion.

Businesses must not buy or coerce positive reviews. They must not pay for positive reviews; offer discounts only for five-star reviews; offer rewards only for favorable ratings; threaten Customers over negative reviews; punish Customers for genuine criticism; condition ordinary support on changing or deleting a review; condition a refund already owed on removing a review; pressure Customers to increase a rating; or use staff, family, friends, or fake accounts to manufacture positive feedback.

If ConfirmPH ever allows a neutral review incentive, it must be available regardless of whether the review is positive or negative, not require a particular rating, not require misleading content, and be disclosed where appropriate.

Reviews must comply with the ConfirmPH Acceptable Use Policy and applicable law. Reviews must not contain credible threats, harassment, stalking, blackmail or extortion, discriminatory abuse, unlawful content, malware or malicious links, unrelated spam, impersonation, fabricated evidence, knowingly false material allegations, unnecessary private personal information, private identification numbers, payment credentials, private Customer or staff contact details without lawful justification, or content intended primarily to intimidate, exploit, or harm another person.

A legitimate negative review is not harassment merely because it criticizes a Business. ConfirmPH may redact private or sensitive information while leaving the remainder of an otherwise legitimate review available.

Businesses may respond to reviews where the feature is available. Business replies should address the Customer's experience professionally, correct material inaccuracies where appropriate, provide relevant context, avoid unnecessary escalation, and protect Customer privacy.

Businesses must not use review replies to threaten the reviewer; shame or intimidate the Customer; disclose private booking information unnecessarily; publish identification information; reveal private contact details; retaliate against the Customer; accuse the reviewer of crimes without a reasonable basis; or pressure the reviewer to remove legitimate criticism. A Business may disagree strongly with a review: it must still comply with the same platform rules.

Paying for a ConfirmPH subscription does not buy control over reviews. A paid Business does not receive a right to remove legitimate negative reviews, suppress criticism, improve ratings artificially, hide reviews merely because they are commercially inconvenient, or receive preferential moderation treatment.

Positive and negative reviews are evaluated under the same policy. Commercial relationships with Businesses do not determine whether legitimate criticism remains published.

ConfirmPH may display review-related information such as individual ratings, written reviews, average ratings, review counts, Booking-linked review indicators, Business replies, review summaries, or other review-related signals. Only reviews eligible for the applicable public rating system are included in the displayed rating calculation. Reviews removed from public display for manipulation, ineligibility, or other disqualifying reasons may be excluded from rating calculations.

Where practical, ConfirmPH uses consistent rating rules across Businesses. ConfirmPH may change rating methodology as the product develops, but does not intentionally alter the methodology for a specific Business merely to improve or reduce its rating.

ConfirmPH may determine where and in what order reviews are displayed. Review visibility or ordering may consider moderation status, eligibility, recency, relevance, usefulness, booking connection, available filters, account status, safety concerns, legal requirements, or technical limitations.

Review ordering does not necessarily represent ConfirmPH's opinion about which review is true, most important, or most representative. ConfirmPH does not guarantee that every review will appear in every area of the platform. Paid placement or Business subscription level does not secretly convert negative reviews into less visible reviews for the purpose of reputation manipulation.

Where the product allows it, reviewers may be permitted to edit or request deletion of their own review. ConfirmPH may retain internal records of previous review versions, moderation actions, timestamps, reports, appeal history, or related audit information where lawfully necessary for security, dispute handling, abuse prevention, moderation integrity, or legal compliance.

If a reviewer deletes a public review, ConfirmPH may remove it from public rating calculations according to the applicable product rules. A Business cannot require ConfirmPH to delete a review merely because the reviewer later becomes difficult to contact or because the Business disagrees with it.

Users may report a review or Business reply if they reasonably believe it violates this Policy, for example, fake review, no qualifying booking, impersonation, harassment, private information, manipulation, fabricated evidence, conflict of interest, unlawful content, spam, or another applicable policy violation.

A report should be made in good faith. Businesses must not repeatedly report legitimate negative reviews merely to pressure ConfirmPH into removing them. A report does not automatically prove that a review is false or policy-violating.

ConfirmPH may review disputes involving review eligibility, suspected fake bookings, suspected impersonation, review manipulation, private information, threats or harassment, fabricated evidence, Business replies, or other policy issues.

ConfirmPH does not normally decide the underlying rental dispute itself. For example, moderation may not determine conclusively who was legally responsible for vehicle damage, whether a Customer was entitled to a refund, whether a deposit should have been withheld, whether a rental agreement was breached, or who would win a legal claim. The question for review moderation is generally whether the review complies with ConfirmPH policy, not whether ConfirmPH can conclusively resolve every disputed fact between the parties.

ConfirmPH may review, restrict, redact, hide, reject, or remove review content where reasonably necessary. Possible moderation states may include Published, Reported, Under review, Needs clarification, Temporarily hidden, Removed for privacy, Removed for manipulation, Removed for ineligible booking, Removed for abusive or prohibited content, Appeal pending, or Appeal resolved.

ConfirmPH may preserve an internal record of the moderation reason, relevant evidence, moderator action, timestamp, and appeal outcome for legitimate audit, safety, security, dispute, or compliance purposes. A review being removed does not automatically mean every statement in it was false. Likewise, a review remaining published does not mean ConfirmPH guarantees every statement is true.

ConfirmPH applies the same review-content standards regardless of whether a review is positive or negative. A review is not removed merely because the Business dislikes it, it lowers the Business's rating, the Business is a paying Customer of ConfirmPH, the Customer complains strongly, or the experience described is commercially embarrassing.

At the same time, negative sentiment does not excuse fabrication, harassment, threats, privacy violations, extortion, impersonation, or other prohibited conduct. ConfirmPH may request clarification or supporting information where a serious factual allegation is disputed and additional context is reasonably necessary for moderation.

Where available, a reviewer or Business may request review of a moderation decision. An appeal may be considered when relevant evidence was overlooked, the wrong policy was applied, identity or booking eligibility was misunderstood, private information was incorrectly assessed, new relevant information becomes available, or another material moderation error may have occurred.

An appeal does not guarantee reinstatement, removal, or a different outcome. ConfirmPH may limit repeat or abusive appeals that raise no meaningful new information.

A Business must not change its name, profile, ownership presentation, or account structure primarily to escape legitimate review history. Where appropriate and technically possible, ConfirmPH may preserve historical review continuity when a Business changes its trading name, a Business changes branding, the same underlying operation continues, or another change does not reasonably justify treating the Business as entirely new.

A genuine ownership change may require a different treatment depending on the circumstances. ConfirmPH may consider continuity of the legal or operating entity, location, vehicles, management, staff, branding, booking history, and other relevant evidence. The goal is to avoid both unfairly transferring unrelated historical reputation and allowing a Business to erase legitimate history through superficial changes.

Reviews are user-submitted Content. ConfirmPH does not guarantee that every review, rating, Business reply, review summary, or public review signal is complete, unbiased, current, or independently proven.

Reviews should be treated as useful Customer feedback and one source of information. They are not safety certifications, legal findings, government verification, professional advice, or ConfirmPH endorsement. Users should consider reviews together with other available information and their own judgment.

If ConfirmPH reasonably believes this Policy has been violated, it may take proportionate action, including warning a User; hiding or removing a review; redacting private information; removing a Business reply; restricting review functionality; disabling review invitations; invalidating review access; investigating suspicious bookings; restricting a Customer account; restricting a Business account; restricting public review-related features; preserving relevant records; suspending an account; or taking other appropriate action under applicable policies.

Serious fraud, manipulation, harassment, privacy abuse, security concerns, or credible safety threats may require immediate action.

Submitting a report, dispute, or appeal does not guarantee review removal, review reinstatement, reply removal, Business suspension, Customer suspension, refund, deposit return, recovery of money, compensation, legal action, rating change, or resolution of the underlying rental dispute.

ConfirmPH may take action, take limited action, request more information, decline action, or preserve relevant records depending on the available information, policy, risk, and applicable law.

ConfirmPH may update this Reviews & Ratings Policy to reflect changes in review functionality, review eligibility, rating methodology, moderation processes, abuse patterns, platform design, legal requirements, Trust & Safety practices, or related ConfirmPH policies. The Last updated date identifies the most recent revision. Where applicable law requires additional notice or consent for a material change, ConfirmPH will use an appropriate process.

For review reports, review disputes, appeals, suspected manipulation, privacy concerns involving reviews, abusive Business replies, or questions about this Policy, use the official ConfirmPH Report, Support, or Contact process.

ConfirmPH reviews should come from genuine rental experiences. Reviews may be positive or negative, but they must be honest, relevant, lawful, and respectful. A Booking-linked review means the review was submitted through an eligible ConfirmPH review process associated with a qualifying booking: it does not mean ConfirmPH independently verified everything written in the review.

Businesses must not create fake bookings for reviews, buy ratings, use staff as fake Customers, pressure Customers to leave positive reviews, retaliate against negative reviewers, selectively suppress otherwise-eligible negative feedback, or use paid subscriptions to influence moderation.

Customers must not fabricate rental experiences, impersonate others, submit fake evidence, make threats, expose private information, or use reviews for harassment or extortion.

Paying Businesses and unhappy Customers are subject to the same review rules. Real booking. Real experience. Honest review.