Reviews

1. About this policy

1.1 This policy explains how Haarfen invites, verifies, publishes, labels, moderates and removes consumer reviews and related rating information.

1.2 It applies to reviews published on haarfen.com and to review information imported from or displayed through a service provider.

1.3 It should be read with the Website Terms of Use and Privacy Policy.

1.4 This policy is a public transparency notice. It does not vary Product contracts or reduce statutory rights.

2. Haarfen and contact details

This policy is issued by:

3. Principles

Haarfen aims to provide a genuine and balanced account of customer experiences.

• fake or misleading reviews are prohibited
• positive and negative reviews are subject to the same standards
• incentives must be transparent and must not depend on positivity
• verification labels must be accurate
• moderation must be reasoned, documented and proportionate
• overall ratings and review counts must not knowingly include fake reviews

4. Who may submit a review

4.1 A person may submit a review where it reflects a genuine first-hand experience with Haarfen or the relevant Product.

4.2 A reviewer is not required to have purchased directly from Haarfen unless the review is presented as a verified Haarfen purchase.

4.3 Employees, directors, suppliers, contractors and connected persons must clearly disclose their relationship and must not submit content that could mislead users about independence.

5. Verified purchase labels

5.1 "Verified purchase" will be displayed only where Haarfen or its review provider can match the reviewer to an order or another reliable purchase record.

5.2 A genuine review that cannot be matched may be published without the verified label.

5.3 A business address, email domain or reviewer statement is not by itself sufficient verification.

5.4 Imported reviews will identify their source. They will not be labelled as verified Haarfen purchases unless Haarfen can genuinely establish that status.

6. Invitations to review

6.1 Haarfen may invite customers to review after purchase, delivery, customer service or another genuine interaction.

6.2 Haarfen will not selectively invite only customers believed to be satisfied or use screening questions to divert dissatisfied customers away from the public review process.

6.3 A customer may be reminded reasonably but will not be required to review.

7. Incentivised reviews

7.1 An incentive may include payment, a free Product, discount, loyalty benefit, prize-draw entry or another material benefit.

7.2 An incentive must never be conditional on a positive review, minimum rating or removal of criticism.

7.3 The incentive must be clearly disclosed beside the review in language visible to users before they rely on it.

7.4 Haarfen will not conceal an incentive only in separate terms or a remote page.

8. Prohibited review activity

Reviewers and persons acting for Haarfen must not:

• submit a fabricated review or review an experience that did not occur
• buy, sell or commission fake reviews
• use false identities or impersonate another person
• submit multiple reviews intended to manipulate a rating
• condition a benefit on a positive review
• threaten or pressure a reviewer to remove genuine criticism
• misrepresent the source, verification or age of a review
• suppress genuine negative reviews merely because they are commercially inconvenient

9. Content standards

9.1 A review should be relevant to the Product or genuine Haarfen experience and accurate to the best of the reviewer's knowledge.

9.2 A review must not contain unlawful, defamatory, threatening, discriminatory, abusive, fraudulent or malicious material; personal or financial information; confidential information; irrelevant advertising; spam; malware; or content infringing another person's rights.

9.3 Reviews may express robust criticism and subjective opinion provided they do not breach these standards.

10. Moderation

10.1 Haarfen may moderate before or after publication.

10.2 A review may be delayed, labelled, rejected or removed where reasonably necessary because it appears fake or misleading, breaches this policy, contains personal or confidential information, infringes rights, is irrelevant, abusive or unlawful, creates a security risk or contains an undisclosed incentive.

10.3 Haarfen will not remove a genuine review merely because it is negative, criticises a Product, reports poor service or is commercially inconvenient.

10.4 Minor spelling, formatting or privacy corrections may be made only where the reviewer's meaning is not materially changed.

10.5 Where practical, Haarfen may ask for clarification or evidence before making a final moderation decision.

11. Rating calculations and review information

11.1 Overall ratings, review counts, distributions and summaries must not be displayed in a materially misleading manner.

11.2 Known fake reviews will be excluded from rating calculations and counts.

11.3 Haarfen will not present imported, incentivised or unverified reviews as if they were verified organic Haarfen purchases.

11.4 Any material limitation in how ratings are calculated or reviews are selected will be disclosed where users would otherwise be misled.

12. Reporting and challenging reviews

12.1 Users may report a suspicious or unlawful review to care@haarfen.com, identifying the Product or page and the reason for concern.

12.2 A reviewer may challenge a moderation decision by providing relevant information or evidence.

12.3 Haarfen will assess reports proportionately and is not required to remove content merely because another person disagrees with it.

13. Records and prevention

13.1 Haarfen will maintain proportionate records of invitations, verification, incentives, moderation decisions, removals, complaints and provider settings.

13.2 Haarfen will use reasonable and proportionate preventative steps, which may include purchase matching, fraud indicators, duplicate detection, staff controls, provider settings, sampling and periodic review audits.

13.3 Staff and providers involved in reviews must follow this policy and applicable procedures.

14. Personal information and rights

14.1 Review information may include display name, rating, text, photographs, Product, verification status, date, moderation information and fraud indicators.

14.2 Personal information is processed in accordance with the Privacy Policy.

14.3 Review ownership and the licence granted to Haarfen are governed by the Website Terms of Use.

15. Changes to this policy

15.1 This policy shows its effective date, version and last-reviewed date.

15.2 Haarfen may update it to reflect legal, operational, provider or moderation changes.

15.3 Previous versions will be retained internally.

16. Contact

Do not return Products to Haarfen's registered office unless expressly instructed.

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