Lovaio Legal
Feedback, Reviews & Ratings Policy
Rules governing user feedback, reviews, ratings, reputation systems and moderation of reviews on the Lovaio Platform.
- Version
- 1.1
- Effective
- 29 July 2026
- Last updated
- 29 July 2026
- Reading time
- 6 min
1. Introduction
Welcome to the Lovaio Feedback, Reviews & Ratings Policy.
Feedback and reviews help build trust within the Lovaio community by allowing users to share their experiences with other users, businesses and Marketplace transactions.
This Policy explains how reviews may be submitted, displayed, reported, moderated and, where appropriate, removed.
Lovaio seeks to encourage honest, fair and constructive feedback while helping to prevent fraud, manipulation and abuse of the review system. A reliable review system benefits both users and legitimate businesses.
This Policy should be read together with our Terms of Service, Marketplace Policy, Community Guidelines, Content Moderation & Reporting Policy, Trust & Safety Policy and all other applicable Platform policies.
2. Scope
This Policy applies to:
- Marketplace reviews;
- seller ratings;
- buyer ratings where available;
- business reviews;
- written feedback;
- star ratings;
- future reputation systems introduced by Lovaio;
Future review features
Different review features may become available as the Platform evolves.
3. Purpose of Reviews
Reviews are intended to:
- help users make informed decisions;
- improve Marketplace transparency;
- reward trustworthy behaviour;
- encourage high-quality services;
- identify potentially problematic behaviour;
- strengthen trust within the community;
Independent opinions
Reviews represent the opinions and experiences of individual users and do not necessarily reflect the views of Lovaio.
Lovaio does not necessarily verify the factual accuracy of every opinion expressed.
4. Eligibility to Submit Reviews
Only users who satisfy the applicable review requirements may submit reviews.
Depending on the relevant feature, reviews may be limited to users who:
- completed a transaction;
- interacted through the Platform;
- used a particular service;
- meet additional eligibility requirements established by Lovaio;
Verified review programmes
Lovaio may introduce verified review programmes or additional eligibility criteria in the future.
5. Review Standards
Reviews should be:
- honest;
- accurate;
- based on genuine experiences;
- respectful;
- relevant;
- sufficiently specific where possible;
Prohibited review content
Reviews should not contain:
- knowingly false statements;
- defamatory content;
- harassment;
- hate speech;
- confidential information;
- personal data published without authorization;
- unlawful content;
- material that violates Platform policies;
6. Review Submission
Users are responsible for ensuring that reviews they submit comply with this Policy and all other applicable Platform policies.
Reviews should:
- accurately reflect the user's genuine experience;
- relate to the relevant transaction, service or interaction;
- avoid misleading or exaggerated claims;
- be submitted in good faith;
Submission period
Lovaio may limit the period during which reviews can be submitted following a transaction or interaction.
7. Editing and Updating Reviews
Where supported by the Platform, users may be permitted to edit or update their reviews.
Updates should reflect new or corrected information rather than alter the historical accuracy of the original experience.
Review history
Lovaio may retain previous versions of reviews where reasonably necessary for security, fraud prevention or legal compliance.
8. Responses to Reviews
Where available, users and businesses may respond to reviews concerning them.
Responses should:
- remain respectful;
- address the issues raised;
- avoid harassment or retaliation;
- avoid disclosing confidential or personal information;
- comply with all applicable Platform policies;
Moderation of responses
Responses are subject to the same moderation standards as reviews.
9. Prohibited Review Practices
Users must not:
- submit fake reviews;
- purchase or sell reviews;
- exchange reviews for benefits without proper disclosure;
- create multiple accounts to influence ratings;
- coordinate review manipulation;
- threaten others to obtain positive reviews;
- use automated systems to generate misleading reviews;
- otherwise manipulate the reputation system;
Review manipulation
Attempts to manipulate reviews may result in enforcement action.
10. Review Moderation
Lovaio may review reported reviews or ratings where reasonably necessary.
Moderation may consider:
- available evidence;
- context;
- applicable laws;
- Platform policies;
- whether the review appears authentic;
- whether manipulation is suspected;
Moderation principles
Not every disputed review will be removed simply because a user disagrees with its content.
11. Removal of Reviews
Lovaio may remove or restrict reviews where reasonably necessary, including where a review:
- violates Platform policies;
- contains unlawful content;
- includes harassment or threats;
- contains personal data published without authorization;
- appears to be fraudulent;
- forms part of coordinated manipulation;
- is submitted through fake accounts;
- otherwise undermines the integrity of the review system;
Review removal
The removal of a review does not necessarily indicate wrongdoing by the reviewed user.
12. Reporting Reviews
Users who believe that a review violates this Policy may submit a report.
Reports should include, where possible:
- identification of the review;
- the reason for the report;
- any relevant supporting information;
- additional context where appropriate;
Review reporting
Submitting a report does not automatically result in removal of the review.
13. Review Scores and Ratings
Lovaio may calculate reputation indicators using one or more factors, including:
- review scores;
- written feedback;
- transaction history;
- account history;
- verified transactions where applicable;
- other reliability indicators;
Reputation calculation
The methods used to calculate reputation scores may evolve over time to improve fairness, accuracy and resistance to manipulation.
Reputation systems may also be adjusted to reduce abuse and improve reliability.
Lovaio is not required to publicly disclose the specific algorithms or weighting methods used in reputation calculations.
14. Transparency
Lovaio seeks to present reviews in a manner that promotes transparency and informed decision-making.
Where appropriate, the Platform may indicate information such as:
- verified purchases or transactions;
- review dates;
- edited reviews;
- business responses;
- reported reviews under investigation;
- additional contextual information;
Presentation of reviews
The presentation of reviews may change as Platform features evolve.
15. Appeals
Users who believe that moderation action affecting their review has been applied incorrectly may request a review.
Appeals should include:
- identification of the affected review;
- the moderation decision being challenged;
- the reasons for the appeal;
- any supporting information;
Appeal review
Appeals are reviewed fairly, consistently and in good faith.
Where practicable, appeals may be reviewed by personnel not primarily involved in the original moderation decision.
Submitting an appeal does not automatically restore removed reviews while the review is ongoing.
16. Contact Information
If you have questions regarding this Policy or wish to report issues relating to reviews or ratings, please contact us.
VHV-Construction, s.r.o.
Company ID (IČO): 24212865
Registered Office:
Bělehradská 858/23
120 00 Prague 2
Czech Republic
Website:
https://lovaio.com
Support: support@lovaio.com
Marketplace: marketplace@lovaio.com
Legal: legal@lovaio.com
17. Final Provisions
This Feedback, Reviews & Ratings Policy supplements and should be read together with:
- Terms of Service;
- Marketplace Policy;
- Seller Policy;
- Buyer Protection Policy;
- Community Guidelines;
- Content Moderation & Reporting Policy;
- Trust & Safety Policy;
- Acceptable Use Policy;
- Privacy Policy;
- Cookie Policy;
- and any other legal policies published by Lovaio;
Future review systems
Lovaio reserves the right to modify review features, reputation systems and rating mechanisms where reasonably necessary to improve Platform integrity, user experience, fraud prevention or compliance with applicable laws.
Review investigations
Nothing in this Policy limits Lovaio's ability to investigate suspected review manipulation or take reasonable enforcement action to protect the integrity of the Platform.
Severability
If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Appendix A – Examples of Prohibited Review Practices
Examples include:
- submitting fake reviews;
- paying for positive reviews;
- accepting compensation for undisclosed reviews;
- coordinating review campaigns;
- creating fake accounts to influence ratings;
- retaliatory reviews;
- review bombing;
- misleading AI-generated reviews presented as genuine experiences;
Appendix B – Best Practices for Writing Reviews
Users are encouraged to:
- describe their own genuine experience;
- provide accurate and balanced information;
- remain respectful;
- explain both positive and negative aspects where relevant;
- avoid speculation;
- avoid publishing confidential or personal information;
Constructive reviews
Constructive reviews benefit the entire Lovaio community.
Appendix C – Reputation Principles
Lovaio seeks to ensure that its reputation systems are:
- fair;
- proportionate;
- resistant to manipulation;
- continuously improved;
- based on multiple relevant factors where appropriate;
- designed to help users make informed decisions;
Continuous improvement
The precise operation of reputation systems may evolve as Platform features develop.
Lovaio may refine these systems over time based on user feedback, operational experience and fraud trends.
Appendix D – Principles of Fair Reviews
Lovaio seeks to ensure that review systems remain:
- fair and balanced;
- resistant to manipulation;
- transparent where appropriate;
- based on genuine user experiences;
- continuously improved to maintain trust;