1. Eligibility and Scope
At launch, public reviews and ratings are submitted by customers about contractors after a verified Completa project, diagnostic, or Connect project reaches completion, final milestone approval, or dispute-resolved closure. Published reviews and ratings must be tied to verified Completa project records, including project ID, customer-contractor pairing, completion or closure status, and review timestamp. Reviews or ratings that cannot be tied to a verified project record are not published.
Completa does not provide a public contractor-rating-of-customer feature at launch. Contractor feedback about customer conduct, access, payment, safety, or misuse is captured through internal reports, support, disputes, or account-safety workflows rather than public customer ratings. Numerical ratings, star ratings, text reviews, review titles, photos submitted with reviews, and Adverse Reviews are all subject to this policy. Anonymous public reviews are not allowed at launch, although display names may be shortened where privacy settings permit.
2. Authentic Reviews
Reviews must reflect real experience on an actual Completa project, diagnostic, or Connect project. Reviews must be honest, relevant, and based on the reviewer's own experience.
Users may not post fake or false reviews, compensated reviews without disclosure, reviews bought or incentivized based on positive or negative sentiment, retaliatory reviews unrelated to project experience, defamatory claims, private personal data, discriminatory content, threats, harassment, or content that violates law or platform policy. Compensated reviews must disclose material connections in compliance with the FTC Endorsement Guides, 16 C.F.R. Part 255, including §255.5. Review incentives and review moderation must also comply with the FTC Consumer Reviews and Testimonials Rule, 16 C.F.R. Part 465, including the prohibitions on fake reviews, sentiment-conditioned incentives, and unlawful review suppression. Compensation includes free or discounted services, gift cards, account credits, referral fees, contest entries, or other consideration provided in exchange for a review.
3. Moderation and Disputes
Completa may remove, hide, edit display formatting, flag, investigate, annotate, or decline to publish reviews or ratings that violate policy, appear fraudulent, contain prohibited content, expose private data, relate to unresolved fraud/safety issues, or are subject to legal process. Completa does not suppress reviews or ratings because they are negative or critical, and applies moderation criteria without regard to review sentiment.
Completa targets review moderation within five business days where reasonably possible. A user whose review, rating, reply, or follow-up is removed, hidden, edited for display formatting, annotated, or declined may request internal moderation review within seven business days through in-app support or support@completa.io. Completa targets moderation appeal review within five business days where reasonably possible. Moderation decisions tied to active fraud, safety, legal, insurance, or payment proceedings may be deferred until the underlying matter is resolved.
Right-of-reply mechanics are governed by the Review, Rating, and Right-of-Reply Supplement. Completa may allow review disputes and corrections but does not guarantee removal of critical reviews merely because a party disagrees.