Customer reviews and ratings help ShoppingSuru customers make informed purchasing decisions and help vendors understand customer experience.
Reviews and ratings should reflect the customer's genuine experience with the product and transaction. Fake, manipulated, misleading, abusive, or fraudulent reviews are not permitted.
Reviews should come from customers who have genuinely purchased or experienced the relevant product or transaction through ShoppingSuru.
ShoppingSuru may use order information to determine whether a review is associated with a genuine transaction.
Where the platform identifies a review as being associated with a completed purchase, ShoppingSuru may display an appropriate purchase indicator.
A useful review should focus on the customer's actual experience, such as:
Customers should provide honest and fair comments based on their personal experience.
Customers may rate a product or transaction using the rating options provided by ShoppingSuru.
Ratings should reflect the customer's genuine experience.
Customers should not give an intentionally false rating in order to harm or unfairly benefit a vendor.
The following activities are prohibited:
Posting a review for a transaction or product that the reviewer did not genuinely experience.
Pretending to be another customer or another person when submitting a review.
Coordinating accounts or activity to artificially increase or decrease a product's rating.
Creating or arranging reviews in exchange for money, unauthorized benefits, or other improper incentives where the review does not honestly represent the customer's experience.
Vendors must not submit reviews or ratings for their own products while pretending to be customers.
Vendors must not ask employees, friends, family members, agents, or other persons to create fake reviews intended to manipulate the product's reputation.
Vendors may ask genuine customers to provide an honest review, provided that the request does not require a positive rating or misleading content.
ShoppingSuru may, where permitted, conduct legitimate customer feedback campaigns or review incentives.
Any incentive should not be conditional upon a positive review or a particular rating.
Where appropriate, incentivized or promotional reviews may be identified to customers.
Reviews should primarily discuss the relevant product or ShoppingSuru transaction.
Reviews should not be used primarily for:
Reviews must not contain:
ShoppingSuru does not require customers to give positive reviews.
A genuine negative review may remain published even where a vendor disagrees with the review.
A negative review may be removed or restricted only where there is a legitimate policy, legal, privacy, fraud, or content moderation reason.
Where ShoppingSuru provides a vendor-response feature, vendors may respond professionally to customer reviews.
Vendor responses must not:
Customers should avoid including unnecessary personal information in reviews.
Customers should not publish another person's:
ShoppingSuru may remove or restrict reviews that expose private personal information.
Where ShoppingSuru allows review photographs or videos, the customer must have the right or permission to submit the content.
Submitted content must not contain unlawful, abusive, private, or unrelated material.
ShoppingSuru may remove media that violates this Policy or applicable law.
ShoppingSuru may review reviews before or after publication.
A review may be removed, hidden, restricted, or rejected where ShoppingSuru reasonably determines that it:
A customer returning a product does not automatically mean that the customer's review is false.
Similarly, a vendor receiving a negative review does not automatically create a right to have the review removed.
ShoppingSuru may consider the transaction status when reviewing suspicious or fraudulent review activity, but each case should be assessed based on the available information.
Vendors must not attempt to artificially improve their ratings or damage another vendor's reputation.
Prohibited conduct includes:
Customers must not manipulate product ratings or use reviews for fraudulent purposes.
Examples include:
Vendors or customers who believe a review violates this Policy may report it to ShoppingSuru.
Reports should include:
Reviews should not be reported merely because someone disagrees with the customer's opinion.
ShoppingSuru may investigate a reported review using information reasonably available to it, including:
ShoppingSuru may request additional information where reasonably necessary.
By submitting a review, the reviewer gives ShoppingSuru permission to display the submitted review and associated permitted content on the ShoppingSuru platform for marketplace and promotional purposes.
This does not transfer ownership of the reviewer's intellectual property beyond the permission reasonably necessary for ShoppingSuru to operate and promote its marketplace.
ShoppingSuru may display reviews based on factors such as:
ShoppingSuru may also display an overall rating calculated from customer ratings.
The displayed rating may change as additional genuine reviews are submitted.
ShoppingSuru does not guarantee that every submitted review will be displayed publicly.
Reviews may be rejected, hidden, or removed where they do not comply with this Policy, applicable law, privacy requirements, security requirements, or other legitimate moderation standards.
Genuine reviews and ratings may be one factor considered when ShoppingSuru evaluates vendor performance.
ShoppingSuru may also consider other factors such as:
A single review or rating will not necessarily determine a vendor's overall quality status.
Vendors must not retaliate against customers because a customer submitted a genuine review or complaint.
Retaliation may include threats, harassment, refusal to provide an otherwise valid marketplace remedy, or attempts to expose or misuse customer information.
Reviews and ratings must comply with applicable Nepalese law.
ShoppingSuru will not intentionally operate its review system in a manner designed to mislead customers about genuine customer experiences.
ShoppingSuru may update this Reviews & Ratings Policy when its marketplace systems, moderation processes, technology, business model, or applicable legal requirements change.
The latest version will be published on this page together with the applicable policy version and effective date.
This Policy should be read together with:
To report suspected fake, fraudulent, abusive, or otherwise non-compliant review activity, contact:
Legal review: This Reviews & Ratings Policy is designed for ShoppingSuru's marketplace moderation system. Before launch, the final wording and review process should be reviewed by a Nepal-qualified legal professional against the Electronic Commerce Act, 2081, Consumer Protection Act, 2075, Privacy Act, 2075, and other applicable requirements.
