Review Guidelines

1. Purpose of these Guidelines

These Review Guidelines explain the standards that apply when you submit a review, rating, photo or other customer content to Grahak.

They form part of Grahak's Terms & Conditions. By submitting customer content, you agree to follow both documents.

Reviews do not have to be positive. Honest criticism is welcome when it is based on a genuine experience and expressed in a fair, useful and lawful way.

2. FAIR is the summary

FAIR stands for Fair, Accurate, Informative and Respectful. It is Grahak's short public summary of the overall approach to useful reviews, not the complete policy.

The sections below contain the full standards that apply to reviews, ratings, photos and other customer content.

3. Review genuine, firsthand experiences

Review a business only when you personally experienced its product, service, premises or customer interaction, or when you were directly involved in the relevant transaction or decision.

Do not invent an experience, copy another person's review, review solely from hearsay, or present speculation as something that happened to you.

If the experience involved a family member, dependent or someone you directly represented, make that context clear where it matters.

4. Be accurate and give fair context

Describe what you experienced as accurately as you reasonably can. Dates, locations, products, services, prices and other details should be correct when included.

Clearly separate personal opinion from factual claims where reasonably possible. Do not deliberately omit or distort important context in a way that creates a materially misleading account.

You may edit or update a review when circumstances change, but the review should continue to represent your genuine experience.

5. Keep it relevant and informative

Focus on your experience with the business. Useful details can include what you bought or used, what went well, what did not, how the business responded and what another customer may reasonably need to know.

Do not use reviews for unrelated disputes, spam, advertising, promotional links, political campaigning, personal vendettas or commentary unrelated to a customer experience with the reviewed business.

6. Take care with serious allegations

You may describe conduct you genuinely experienced, including serious problems, but use concrete facts rather than unsupported legal or criminal labels.

Do not state or imply that a person or business committed fraud, theft, a crime, professional misconduct or another serious wrongdoing unless the statement is based on reliable facts you can reasonably support and is relevant to the customer experience.

Where a matter is only suspected, disputed or unresolved, say so rather than presenting it as an established fact.

Do not use a review to publish private allegations about an individual's character, health, family life, sexuality, finances or other personal matters that are not necessary to explain the customer experience.

7. Be respectful and safe

Content must not include threats, harassment, hate, discriminatory abuse, sexual exploitation, encouragement of violence, instructions for wrongdoing or other unlawful material.

Focus criticism on conduct, products, services and the customer experience. Do not target an individual's protected characteristics, appearance or private life.

Do not use Grahak to intimidate a business or reviewer, demand an improper benefit, or threaten a negative review in exchange for money, goods, services or another advantage.

8. Avoid conflicts and disclose relevant incentives

Do not review your own business, your employer, a direct competitor, or another business where a personal, financial or professional relationship would make the review misleadingly appear independent.

Businesses must not require a positive review, dictate review wording, selectively reward favourable reviews or penalise customers for honest criticism.

If you received a complimentary item, invited experience, discount or other benefit that could reasonably matter to readers, disclose it clearly. A benefit must never be conditional on a positive rating or review.

A transaction-verified experience confirms a relevant transaction signal; it does not mean Grahak or the business controls the opinion or rating.

9. Do not manipulate ratings or reviews

Do not create or coordinate fake reviews, use multiple identities to influence a business's reputation, buy or sell reviews, organise review exchanges, or participate in campaigns intended to unfairly raise or lower ratings or organic ranking.

Do not repeatedly submit substantially the same review to increase its effect.

Businesses and their agents must not suppress legitimate criticism through threats, false reporting or improper incentives.

10. Respect privacy, confidentiality and image rights

Photos and other media should be relevant to the reviewed experience and must be yours to share or used with appropriate permission.

Do not publish private contact details, identity documents, financial information, confidential records, private correspondence, precise residential information or other personal information that could expose someone to harm.

Take particular care with images or information about children, private individuals, patients, students, victims, people in sensitive situations and people who did not reasonably expect to be publicly identified.

Do not upload content that infringes another person's copyright, privacy or other legal rights.

11. Do not publish unlawful or dangerous content

Do not submit content that is unlawful to publish or display through electronic media under applicable law.

Do not use reviews to share malicious software, instructions to compromise systems, stolen credentials, unlawful threats, non-consensual intimate material, exploitative sexual material, or content intended to facilitate wrongdoing.

A review may discuss a safety concern or unlawful conduct when relevant to a genuine experience, but it must still comply with the accuracy, privacy and serious-allegation rules above.

12. AI assistance, copied content and authenticity

You may use writing or translation tools to help express your own genuine experience, but the final review must remain accurate and reflect what you actually experienced.

Do not use AI or automation to invent experiences, mass-produce reviews, impersonate people or coordinate reputation manipulation.

Do not copy another person's review or submit content you do not have the right to use.

13. Rules for businesses requesting or responding to reviews

Businesses may invite genuine customers to leave reviews when Grahak permits it, but an invitation must not require a particular rating or wording.

Businesses must not offer a benefit only for a positive review or only to customers expected to post favourable feedback.

Business responses should address the review without exposing private customer information, threatening the reviewer, making unsupported personal accusations or pressuring the reviewer to remove honest criticism.

If a business believes a review violates these Guidelines, it should use Grahak's reporting process rather than attempting to identify or intimidate the reviewer.

14. Moderation, evidence and appeals

Grahak may use automated signals and moderation processes to identify spam, abuse, unusual activity, coordinated manipulation and possible policy violations. An anomaly is a signal for assessment, not automatic proof of wrongdoing.

Content may be held, labelled, limited, investigated, removed or restored where Grahak reasonably believes this is necessary under these Guidelines, the Terms or applicable law.

Grahak may ask a reviewer or business for information that helps assess a disputed review. Do not submit fabricated evidence or unnecessary sensitive information.

Where an appeal or review mechanism is available, Grahak will consider relevant information but does not guarantee that every dispute will be resolved in favour of either the reviewer or the business.

15. Reporting and questions

Use Grahak's reporting tools if you believe content breaks these Guidelines. Select or explain the concern accurately and do not misuse reporting tools to suppress legitimate criticism.

Questions about these Guidelines may be sent to: