Reviews Policy

Ensuring credible, structured, and actionable feedback for service excellence

Last updated: April 16th, 2026

At GladGrade, our mission is to elevate service standards by enabling credible, structured, and actionable feedback. This policy ensures that all reviews contribute to transparency, accountability, and measurable improvement across businesses and government services.

1. Purpose of Reviews

GladGrade allows users to share real experiences and evaluate service quality using a standardized grading system.

Reviews are intended to:

2. Eligibility to Review

You may only submit reviews if:

  • You have had a real interaction or experience with the business, service, or government entity
  • Your review reflects your own experience, not that of others

3. Content Standards

✅ Allowed Content
  • Honest opinions based on real experiences
  • Constructive feedback (positive or negative)
  • Service-related details such as quality, responsiveness, and outcomes
❌ Prohibited Content

GladGrade does not allow content that includes:

A. False or Misleading Content

  • Fake reviews or manipulated ratings
  • Posting the same content multiple times or from multiple accounts
  • Impersonating another individual, organization, or authority

B. Off-Topic Content

  • Content unrelated to the service experience
  • General political or social commentary not tied to a specific service interaction
  • Personal rants without actionable context

C. Spam & Promotional Content

  • Advertisements, promotions, or calls-to-action
  • Links to third-party websites
  • Attempts to sell products or services

D. Personal & Sensitive Information

  • Phone numbers, email addresses, physical addresses, or contact details
  • Personally identifiable or confidential information

E. Offensive or Harmful Content

  • Profanity, obscene language, or abusive tone
  • Harassment, threats, or bullying
  • Discriminatory, hateful, or derogatory content targeting individuals or groups based on attributes such as race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, or disability

F. Illegal or Dangerous Content

  • Content promoting or depicting illegal activities
  • Copyright-infringing material
  • Graphic violence or exploitation
  • Any form of child exploitation or abuse

G. Restricted Content

  • Promotion or facilitation of regulated goods or services (e.g., weapons, drugs, gambling, adult services, financial schemes)
  • Calls-to-action, pricing, or offers related to such restricted items

4. Conflict of Interest

Reviews must be honest, unbiased, and independent.

You may not:

  • Review your own business, organization, or employer
  • Review competitors to manipulate ratings
  • Submit reviews in exchange for compensation without disclosure

5. Language & Relevance

  • Reviews should be written in the appropriate language for the intended audience
  • Content must be clear, relevant, and understandable

6. Moderation & AI Enforcement

GladGrade uses Artificial Intelligence and system controls to:

  • Sanitize inappropriate language
  • Detect spam, fake, or abusive content
  • Classify reviews and survey responses into structured insights

Content may be:

  • Sanitized (e.g., offensive language adjusted)
  • Restricted or removed if it violates this policy

7. Verification & Weighting (Government Services Only)

To ensure credibility in Government Services Grading (GSG), GladGrade applies a weighted system:

  • ID-verified users: 100% impact on GCSG
  • Unverified users: up to 50% impact

Verification is optional and performed once at the profile level. GladGrade does not store identification data.

This weighting applies only to government-related reviews and is designed to increase trust and accountability in public service evaluations.

8. Evidence-Based Contributions (Optional)

For business-related reviews, users may optionally provide supporting evidence (e.g., receipts or invoices).

These contributions:

  • Enhance credibility
  • May qualify for GladPoints rewards (when available)

9. Review Visibility

  • Public reviews are visible to all users
  • Private reviews are only visible to the organization via the GladGrade Portal
  • All reviews are made available to the reviewed entity to support improvement efforts

10. Review Removal & Editing Policy

Reviews cannot be removed or edited by businesses, government entities, or any third party.

GladGrade does not honor removal requests from reviewed entities or external parties.

A review may only be considered for removal if:

  • The request is made by the original reviewer, and
  • The request is internally reviewed, validated, and substantiated by GladGrade

GladGrade's priority is to preserve the integrity of consumer feedback while preventing misuse or manipulation of the system.

11. Resolution & "Solved" Status

GladGrade is designed to promote resolution, not suppression.

Over time, the platform evaluates whether reported issues have been addressed based on continued consumer feedback.

When a resolution is validated:

  • A review may be marked as "Solved", or
  • In certain cases, it may be automatically removed after a defined period

This ensures transparency while recognizing improvement.

12. Organization Engagement

Organizations are expected to:

  • Use GladGrade Portal insights to understand feedback
  • Identify issues and implement solutions

Businesses may respond to reviews, fostering constructive communication.

13. Privacy & Data Protection

  • Personal information is 100% private
  • Never shared with third parties
  • Reviews are designed to protect user identity while enabling accountability

For more details, please review our Privacy & Security Policy.

14. Enforcement Actions

GladGrade reserves the right to:

  • Remove or restrict content that violates this policy
  • Suspend or terminate accounts engaging in abuse, fraud, or manipulation

Severe violations may result in further action, including legal measures where applicable.

15. Our Commitment

GladGrade is not just a review platform—it is a system designed to create real-world improvement in service quality.

Every review contributes to a larger mission:

To ensure that organizations listen, improve, and are held accountable—because you deserve better.

For more information, please review our Privacy & Security Policy and Client Portal Terms & Conditions.