ETD-008

Review & Ratings Policy

Document Number: ETD-008
Document Name: Review & Ratings Policy
Corporate Foundation: Trust Center
Version: 1.0
Status: Active

Plain Language Summary

What is this document?

This Policy explains how customer reviews and ratings are managed on the ETD Marketplace.

Why is it important?

Reviews help motorists make informed decisions and encourage providers to maintain high standards of professionalism and customer service.

What does ETD do?

ETD strives to maintain a review system that is fair, transparent, and focused on genuine customer experiences. ETD may moderate reviews that violate this Policy, but it does not edit reviews simply because they are positive or negative.

1. Purpose

The purpose of this Review & Ratings Policy is to promote honest, constructive, and trustworthy feedback within the ETD Marketplace.

Customer reviews are intended to help users evaluate marketplace participants based on their actual experiences while encouraging continuous improvement throughout the marketplace.

2. Who May Submit Reviews

Reviews should be submitted only by individuals who have had a genuine interaction or transaction with the marketplace participant being reviewed.

ETD may request information reasonably necessary to help verify that a review relates to an actual marketplace experience.

3. Honest and Respectful Reviews

Reviews should be:

  • Truthful.
  • Based on first-hand experience.
  • Respectful.
  • Relevant to the transaction or interaction.
  • Free from intentionally misleading statements.

Reviews should focus on the products, services, communication, professionalism, and overall customer experience.

4. Reviews That Are Not Permitted

The following types of reviews may be removed or declined:

  • Reviews known to be false or fabricated.
  • Reviews submitted by individuals with no genuine marketplace experience.
  • Reviews containing threats, harassment, or abusive language.
  • Reviews containing discriminatory or hateful content.
  • Reviews intended to extort or improperly pressure a provider.
  • Reviews containing confidential personal information.
  • Reviews promoting unrelated products or services.
  • Spam or duplicate reviews.
  • Reviews that violate applicable law.

5. Provider Responses

Providers are encouraged to respond professionally and respectfully to customer reviews.

Responses should address the customer’s concerns without disclosing confidential information or engaging in personal attacks.

6. Review Integrity

ETD expects all marketplace participants to preserve the integrity of the review system.

Providers and users should not:

  • Purchase or sell reviews.
  • Offer incentives in exchange for positive reviews.
  • Submit reviews on behalf of others.
  • Create fake accounts to influence ratings.
  • Coordinate campaigns to manipulate review scores.

Attempts to manipulate the review system may result in corrective action under ETD’s policies.

7. Moderation

ETD may review reported content and take appropriate action when a review appears to violate this Policy.

Moderation decisions are intended to protect the integrity of the marketplace and should not be interpreted as an endorsement or rejection of any particular business.

8. No Guarantee of Accuracy

Reviews represent the opinions of the individuals who submit them.

While ETD seeks to maintain a trustworthy review system, it cannot guarantee the accuracy or completeness of every review.

Users should consider reviews alongside other available information when making decisions.

9. Policy Updates

ETD may update this Policy periodically to reflect changes in marketplace operations, technology, or applicable legal requirements.

Closing Statement

The ETD Marketplace is built on trust.

Honest reviews help motorists make informed decisions, encourage professionalism, and strengthen the marketplace for everyone.

ETD supports a review system that is fair, transparent, and respectful to both customers and providers.

How This Document Fits Within the ETD Corporate Foundation

The Review & Ratings Policy supports the values established in the ETD Marketplace Charter (ETD-001) and complements the Marketplace Governance Manual (ETD-002) and Provider Participation Agreement (ETD-007). It promotes transparency, accountability, and informed decision-making while reinforcing ETD’s commitment to professionalism and marketplace integrity.