Review guidelines

1. Who can post a review

• Only a customer with a completed Trice booking can rate it or post a public review. Public reviews carry a “Verified booking” label.
• A public review is shown only if you tick “Share as a public review” when you rate a booking. It is never ticked for you. It shows your first name, area, the service and the month — never your full name, phone number or address.
• Trice staff, partners and their families may not post reviews of Trice.
• We never pay, discount or reward anyone for a review, and we never ask for a particular star rating. We invite every customer to review us in the same way, whatever they rated.

2. What you can write

• Your honest experience of the booking — good or bad. Negative reviews are welcome.
• Specific details that help others: punctuality, quality of the work, how the partner behaved, price and value, how Trice handled a problem.
• English or Tamil, in your own words.

3. What is not allowed

We reject or remove a review, reply or comment only for these reasons:

• Personal information — phone numbers, addresses, email addresses, full names, or anything that identifies a private person (including your partner’s full name).
• Abuse or hate — insults, harassment, or attacks on anyone’s caste, religion, gender, disability, origin or other identity.
• Sexual content.
• Threats or encouragement of violence or anything illegal.
• Off-topic content that is not about the booking or the service.
• Spam — links, advertising, or the same text posted again and again.
• Not genuine — no matching completed booking, written by Trice staff or a partner, paid for or rewarded, or written for someone else.

A low star rating is never a reason to reject a review. A 1★ review that follows these rules is published just like a 5★ one.

4. How we check reviews

1. Every public review is held for a Trice staff member to check before it appears.
2. Our system highlights things for the checker to look at, such as phone numbers, links, email addresses, names and addresses, abusive words (English and Tamil) and copied text.
3. The staff member approves the review, or rejects it with one of the reasons above. The star rating never decides this.
4. We never edit your words. If only part of a review breaks the rules, we reject it and tell you why, so you can post it again without that part.

Average ratings include every genuine rating, not only the public reviews, and appear only once a service has at least 5 reviews.

5. Reporting a review

• Every public review has a Report link, on this website and in the Trice app. You do not need an account.
• Choose a reason — abusive, personal information, fake, off-topic, or other — and add a note if you like.
• We act on every report within 24 hours: we hide the review, reject it, or keep it if it follows these rules. A review with 3 open reports is hidden until we decide.
• People who repeatedly break these rules can be stopped from posting.
• You can also report a review through our Help page.

6. How Trice responds

• Trice staff may post a public reply under a review, labelled as a reply from Trice. Replies follow the same rules and never include personal information.
• If a review describes a problem, we contact the customer privately to fix it.
• We never offer anything in return for changing or removing a review.
• Feedback that partners give about customers is private and is never shown publicly.

7. Removing a review

• Your own review: remove it at any time in the Trice app (Account → My reviews), or ask us through the Help page. If you delete your Trice account, your public reviews are taken down immediately.
• A review about you (for example, if it names you or shares your details): use Report, or contact us through Help. We act within 24 hours.
• Legal requests (for example, a court order): contact our Grievance Officer (below).
• If we remove or reject your review, we tell you the reason in the app.

How we handle the personal data in reviews is explained in our Privacy Policy.

8. Questions and complaints

We may update these guidelines; the version and date at the top will change, and the app asks you to agree again before your next public review.