Review Policy

Last Updated: 04/12/2025

Reviews on PawTrack are designed to promote trust, transparency, and fairness across our community. Reviews help Pet Parents make informed decisions and help Pet Professionals showcase their reliability and quality of care.

To ensure reviews remain helpful, respectful, and safe, all users must follow the guidelines in this Review Policy.

1. When Reviews Can Be Left

You may leave a review when all of the following are true:

  • The appointment has been completed.
  • Payment has been fully processed.
  • You participated in the appointment as either the Parent or the Professional.

Reviews cannot be left for cancelled, refunded, or no-show appointments.

2. What Reviews Should Focus On

Reviews should describe your genuine experience of the appointment. Helpful reviews typically include:

  • Professionalism and communication
  • Care quality and species-appropriate handling
  • Timeliness and reliability
  • Responsiveness to instructions or special needs
  • Overall satisfaction with the service

Reviews should be honest, constructive, and written with respect.

3. Prohibited Review Content

The following types of content are not allowed in reviews:

  • Harassment, insults, or personal attacks
  • Discriminatory language (race, gender, disability, species, etc.)
  • Invasion of privacy (addresses, phone numbers, screenshots of private data)
  • Unverified safety claims or accusations
  • Requests for off-platform payments or promotion of external services
  • Retaliatory or intentionally misleading reviews
  • Content unrelated to the appointment

Reviews must describe experiences, not make legal, medical, or behavioural diagnoses.

4. How Reviews Affect the Platform

Reviews serve to:

  • Help Pet Parents choose trusted professionals
  • Showcase Professional expertise and reliability
  • Increase transparency across the community
  • Support better booking decisions for both sides

Reviews do not directly affect the reliability score, but they contribute to trust.

5. Review Removal or Moderation

PawTrack may remove or limit a review if it violates the policies above. We may also hide a review during investigation if:

  • It contains harmful or abusive content
  • It includes private or identifying information
  • It appears fraudulent or part of manipulation
  • The appointment did not occur through PawTrack
  • A chargeback or dispute is active

PawTrack does not remove reviews solely because someone disagrees with them.

6. Professional Responses (Future Feature)

A future update will allow Pet Professionals to respond to reviews publicly. Responses must follow the same standards of respect and professionalism listed here.

7. Reporting a Review

If you believe a review violates this policy, you may request moderation.

When reporting a review, include the appointment ID and the reason for your request.

PawTrack may update this Review Policy to maintain fairness, safety, and clarity. The latest version will always be available on this page.