Review & Complaint Rules

Users must follow these rules when submitting a review or complaint:

• Submit only genuine experiences.
• Review or complain only about a business, seller, creator, service provider, or organisation you personally dealt with.
• Do not submit false, exaggerated, misleading, abusive, or malicious content.
• Use the correct business profile. Do not post a review or complaint under the wrong business.
• Be specific. Include what happened, when it happened, what was bought or requested, and what response you received.
• Keep the content relevant to the actual customer experience.
• Do not use insults, threats, hate speech, tribal language, personal attacks, or abusive words.
• Do not post private personal information publicly.
• Do not use the platform to blackmail, threaten, harass, or extort a business.
• Do not create fake accounts to post multiple reviews or complaints.
• Do not submit reviews on behalf of competitors unless you clearly disclose the relationship and the review is based on a real transaction.
• Do not submit reviews for your own business or ask employees, family, or friends to submit fake positive reviews.
• Do not offer or accept payment, discounts, gifts, or favours in exchange for fake or biased reviews.
• The platform may moderate, edit, redact, hide, reject, or remove content that breaks these rules.

A review is for sharing your customer experience after dealing with a business.

A good review should include:

Reviews should be honest, balanced, and useful to other customers.

• The product or service involved
• The date or approximate date of the experience
• The branch/location or online page involved
• What went well or badly
• Whether the business responded
• Whether you would recommend the business
• A fair star rating based on the experience

A complaint is for reporting a problem that needs a business response or resolution.

A complaint should include:

Complaints should focus on the issue, not personal attacks.

• What you bought or requested
• Amount paid, where relevant
• Date of payment or service
• Order number, receipt number, invoice number, or reference number, if available
• What went wrong
• What you want resolved
• Whether you contacted the business first
• What the business replied, if anything
• Supporting evidence, where available

Evidence may be required for complaints and serious reviews.

Evidence can include:

Evidence is private by default unless the user chooses to make specific parts public.

The platform may request evidence before publishing or escalating a complaint.

Serious allegations require supporting evidence. These include claims involving:

• Receipts
• Invoices
• M-Pesa confirmation screenshots
• Order numbers
• Delivery notes
• Photos of goods received
• Screenshots of WhatsApp/email conversations
• Contracts or written agreements
• Warranty documents
• Refund promises
• Booking confirmations
• Fraud
• Scams
• Fake products
• Refusal to refund
• Large payments
• Safety concerns
• Medical concerns
• Children/schools
• Property deposits
• Travel bookings
• Financial services
• Repeated misconduct

Users must not publicly post:

The platform may redact sensitive information before publishing a review or complaint.

Public viewers should see the complaint summary. Private evidence should only be visible to authorised platform staff and, where appropriate, the business involved.

• National ID numbers
• Passport numbers
• Phone numbers of private individuals
• Home addresses
• Bank account numbers
• Full M-Pesa transaction codes
• Private email addresses
• Children's names
• Patient/medical information
• Private staff details
• Screenshots showing private third-party information

The following content is not allowed:

• Fake reviews
• Fake complaints
• Duplicate complaints about the same issue
• Reviews from fake accounts
• Competitor attacks
• Paid or incentivised fake reviews
• Threats or blackmail
• Hate speech
• Tribal, racial, religious, or gender-based abuse
• Sexually explicit content
• Personal insults
• Unsupported criminal accusations
• Confidential documents posted publicly
• Spam or advertisements
• Irrelevant political content
• Doxxing or exposing private information
• Content encouraging violence or harassment

Users must disclose if they are:

Reviews with undisclosed conflicts of interest may be rejected or removed.

Businesses must not:

• An employee of the business
• A former employee
• A competitor
• A supplier
• A family member of the owner
• Someone paid to promote or attack the business
• Review themselves
• Ask staff to post fake customer reviews
• Pressure customers to remove genuine reviews
• Threaten customers for complaining
• Offer rewards only for positive reviews
• Submit fake complaints against competitors

Businesses have the right to respond to reviews and complaints.

A business response must:

Businesses can report reviews or complaints they believe are fake, abusive, private, incorrect, or posted under the wrong business.

• Address the issue respectfully
• Avoid insults or threats
• Avoid exposing customer private information
• Explain what happened where appropriate
• Offer a resolution where possible
• Avoid blaming the customer without evidence
• Not pressure the customer to remove a genuine review

Complaints may have the following statuses:

A complaint may be marked as resolved only when the customer confirms resolution or the platform determines that the business has reasonably addressed the issue.

A resolved complaint may still remain visible as part of the business's public response history.

• Submitted
• Under Review
• Evidence Requested
• Sent to Business
• Business Responded
• Awaiting Customer Response
• Resolution Offered
• Resolved
• Unresolved
• Escalated
• Closed
• Reopened

The platform may moderate content before or after publication.

Moderation actions may include:

Moderation decisions are based on platform rules, evidence, user behaviour, business responses, and public safety.

• Approving the content
• Rejecting the content
• Requesting more information
• Requesting evidence
• Correcting the business profile selected
• Redacting private information
• Hiding content temporarily
• Removing prohibited words
• Changing public visibility
• Marking the content as disputed
• Removing content that breaks the rules
• Suspending accounts that abuse the platform

Some complaints may require manual review before publication.

These include complaints involving:

The platform may keep some details private even where the complaint itself is valid.

• Fraud or scam allegations
• Safety risks
• Children
• Schools
• Medical services
• Financial services
• Property deposits
• Travel bookings
• Large payments
• Threats or harassment
• Counterfeit goods
• Private personal data

Customers and businesses may request a review of a moderation decision.

Appeals may be submitted where:

The platform may uphold, reverse, or modify the decision.

• A review was rejected
• A complaint was rejected
• Content was removed
• Private information was wrongly displayed
• The wrong business was reviewed
• A business believes a review is fake
• A customer believes a business response is misleading

Customers may update a review or complaint when:

Updates should be clearly marked as updates and should not hide the original timeline unless there was a mistake or policy issue.

• The business responds
• The issue is resolved
• A refund or replacement is provided
• New evidence becomes available
• The original review contained an error

The platform exists to promote transparency, accountability, and fair resolution.

Customers should use it to share honest experiences.

Businesses should use it to respond professionally and improve service.

The platform should not be used as a weapon, blackmail tool, gossip page, or fake marketing tool.