Review policy

How reviews work

1. Reviews go both ways. The firm reviews the worker, and the worker reviews the firm.
2. You can only review a job that was booked through Subber and has been completed. You have 14 days from when it was completed to leave your review. After that, you can't review it.
3. A job is completed when the firm marks it done. If nobody does, it completes 3 days after the job's last day, unless a problem report is still open.
4. Subber can also mark a job completed when sorting out a problem report.
5. No-shows, cancelled jobs and called-off jobs can't be reviewed.
6. Each side can leave one review per job: 1 to 5 stars, plus a comment of up to 600 characters if you want.
7. When a worker reviews a firm, they can also answer "Did they pay you on time?" It's optional, and the question reminds them when the firm said it would pay. The answer stays hidden with the review and goes live with it.
8. Reviews stay hidden until both sides have left one, or until 14 days after the job was completed, whichever comes first. Neither side can see the other's review before writing their own. While a review is hidden, it isn't shown on any profile, doesn't count towards the star rating and can't be reported.
9. If the other side reviews you first, we'll tell you a review is waiting. We won't tell you what it says. We'll ask you to leave yours before the 14 days are up.
10. Once both sides have reviewed, both reviews go live together and each side is told. If only one side reviews, that review goes live on its own when the 14 days are up. The person it's about is told.
11. You can't edit or delete a review once it's posted, even while it's still hidden. So take a moment before you post.

Where reviews appear

• Reviews of workers go on the worker's profile. Firms on Subber can see them. The reviewer is shown by firm name.
• Reviews of firms go on the firm's page. Workers on Subber can see them. The reviewer is shown by first name and initial, like "Dan S."
• A firm's page and its job posts also show how many workers said it paid on time, for example "Paid on time for 18 of 19 jobs". This only counts live reviews where the worker answered.
• Reviews are only shown inside Subber, to people who are logged in.
• Profiles show the 50 most recent reviews, newest first.
• The star rating is the average of all live reviews, not just the latest 50.
• A profile with no reviews shows "New, no reviews yet". It doesn't start with a score.
• We don't hide, reorder or pick out reviews to make anyone look better or worse.
• In search, firms see workers nearest first if they enter a job postcode. If they don't, workers are listed highest rated first.
• Firms can also set a minimum rating. Workers with no reviews yet don't show when they do.
• If someone blocks you, you can't see their profile or the reviews on it. Blocking doesn't remove any reviews. You can both still review a completed job you did together.

What to write

• Be honest. Write about what actually happened on this job.
• Stick to the job: timekeeping, the work, communication, how people were treated, and being paid as agreed.
• Criticism is fine if it's true and fair.

What isn't allowed

• Untrue or misleading reviews, including anything you know is false.
• Reviews of a job that didn't really happen.
• Abuse: threats, insults, harassment or offensive language.
• Discrimination: comments about someone's race, nationality, religion, sex, sexual orientation, gender identity, age, disability, pregnancy or marital status.
• Personal details: phone numbers, email addresses, home addresses or vehicle registrations. No names or addresses of the firm's customers.
• Conflicts of interest: don't review yourself, a business you own or work for, or a friend or relative. Don't use a second account.
• Paid or swapped reviews: don't offer or accept money, discounts, extra work or anything else for a review. Don't agree to swap good reviews.
• Pressure: don't threaten anyone over a review, or push them to leave a good one. Asking for an honest review is fine.
• Anything outside the job, such as other jobs, rumours or people's private lives.
• Adverts, links and spam.

Reviews and complaints are different

• A review is your view of the job, for other users to see.
• If something went wrong, like damage, lateness or a payment problem, use Report a problem on the booking. We'll look into it.
• Don't make serious accusations, like theft, in a review. Report them to us, and to the police if needed.

How to report a review about you

1. Find the review. Workers: go to Profile, then Your public profile and reviews. Firms: go to Your reviews. You can only report a review once it has gone live.
2. Tap Report and pick a reason: untrue or misleading, abusive or offensive, shares personal details, or something else.
3. Tell us what's wrong, for example what really happened on the day. If you say it's untrue, tell us which words are wrong and why.
4. You can report each review once.
5. Other users can't see that a review has been reported.

Reporting any other review

• If you think a review is fake or breaks these rules, tell us, even if it isn't about you.
• Use Contact Subber in the app, or email hello@subber.co.uk.
• You don't need a Subber account to email us.

What we do with a report

1. We read the review and your report within 2 working days.
2. We may ask either side for more information.
3. If the review follows this policy, we keep it. If it doesn't, we remove it.
4. We tell you what we decided. If we remove a review, we also tell the person who wrote it.
5. Keeping a review doesn't mean we agree with it. It means it doesn't break this policy.
6. Think we got it wrong? Contact us within 14 days and tell us why. We'll look at it again and tell you the result.
7. If we reinstate a removed review, it shows and counts towards the star rating again straight away. We tell both sides.

Removing reviews

• We remove reviews that break this policy, whether or not anyone has reported them.
• We don't remove reviews just because they're negative.
• We never edit reviews. We either keep a review as written or remove it.
• A removed review disappears from the profile and stops counting towards the star rating straight away.
• Once a review is removed, no new review can be posted for that side of that job.
• Posted a review by mistake? Contact us and we can remove it.
• We keep a copy of removed reviews for 24 months, in case of a dispute. Then we delete it.

How we stop fake reviews

• Only the firm and the worker on a completed Subber job can review each other, once each.
• Subber never writes, buys or pays for reviews. We don't post reviews from staff or made-up accounts.
• We don't offer rewards for leaving reviews.
• We don't check reviews before they go live. Instead, we read new reviews at least weekly.
• We look into anything suspicious, such as a run of reviews between the same few accounts.
• If someone breaks these rules, we may remove their reviews and suspend or close their account.
• If we suspend an account, its profile and the reviews about it aren't shown until we lift the suspension. Reviews the person wrote stay up.
• We check how well this is working at least once a year, and update this policy when needed.
• If we quote reviews in our own adverts, they'll be real and unedited. We won't pass off a few good ones as typical.
• This policy is based on the Competition and Markets Authority's guidance on fake reviews.

If an account is closed

• Reviews the person wrote stay up, because they're part of the job record. They still count towards the rating.
• Their name is replaced with "Former member" or "Former company".
• Their own profile, and the reviews about them, are no longer shown.

Questions

• Email hello@subber.co.uk or use Contact Subber in the app.
• Our privacy policy explains how we use the personal data in reviews: subber.co.uk/legal/privacy.
• Subber Ltd, to follow.