Reviews Policy

Review guidelines for homeowners

We encourage homeowners to submit reviews to build a reliable foundation for future homeowners when looking to hire a tradesperson - in turn, reviews are a great way to help reliable tradespeople win more work.

When can homeowners review?

You can leave a review for any tradesperson you have hired via our platform, provided that the work has started or you have paid some money as a deposit.

If you do not meet the above requirement, but you need to let us know about your experience with a tradesperson on MyBuilder.com, please use our contact form to get in touch with us.

What to include in a review

Reviews should always be an honest and factual account of your experience with a tradesperson. Here’s some things you should consider when writing a review:

Reviews are limited to 1000 characters
The review should focus on the work completed by the tradesperson you hired
The review can also reference the behaviour/professionalism of the tradesperson
The review should be constructive - avoiding accusations and offensive language
Keep to the true facts

What not to include in a review

We ask that you remain considerate when leaving your review, even if things haven’t gone as planned. Your review is your chance to let people know your experience of working with the tradesperson. You must NOT:

Make false, inaccurate or misleading statements
Include any personal or private details about the tradesperson or their employees (name, home address, phone number etc)
Use offensive, vulgar, obscene, racist, hateful or derogatory language
Include links or promotional material in your review that could take other homeowners away from the platform

When will we remove a review?

MyBuilder.com is committed to publishing all reviews as long as the content meets the requirements of this policy. This means we will only remove reviews if:

No work has started and no money has been paid to the tradesperson
The feedback does not relate to an authentic job that was posted on our platform or an authentic homeowner
The homeowner has been paid or otherwise incentivised to post the review
The review contains personal information (such as names, addresses or other identifying information) of the homeowner, tradesperson or a 3rd party
The review contains any offensive,vulgar, obscene, hateful, racist or derogatory language
The review contains content that is illegal or that is depicting illegal activity
The review is false, inaccurate or misleading
The homeowner requests removal of their review
We have a court order to remove (or temporarily take offline) a review
The review is in conflict with our terms and conditions for tradespeople and/or our terms and conditions for homeowners (depending on which set of conditions applies to the user)

Tradespeople also have the right to object to any review left about them. We will investigate any objections received and where we find a review contravenes our terms and conditions or this policy, we may remove the review.

Can a review be amended or deleted?

If a homeowner wishes to amend a review, this can be done by logging in to their account. If they wish to delete a review, they will need to contact us directly to request the deletion.

How we process reviews

To ensure we process only genuine reviews, a review can generally only be submitted if:

The review is linked to a job posted on our platform by one of our homeowners;
The tradesperson who is subject to the review was hired for this job via our platform; and
The homeowner is logged into their account when posting the review.

All negative reviews are reviewed as part of our monitoring of tradespeople, but we do not remove the reviews unless it contravenes our terms and conditions or this policy. We will determine at our sole and absolute discretion whether or not to remove a review upon request.

We also accept reviews for tradespeople from up to five customers who hired them from outside of our platform. Tradespeople are able to request these reviews from their existing customer base (via their account on our platform), and the customer reviews are sent directly to us. We verify the authenticity of these reviews by requiring the tradesperson to provide a copy of the paid invoice for the job. The review is only published once the invoice is received.

We do not tolerate false, inaccurate, fake or misleading reviews and will take appropriate action against users that are found to be posting such reviews. This may include closing homeowner accounts who leave false, inaccurate, fake, misleading or otherwise inappropriate reviews.

How we source and publish reviews

Once a tradesperson has been hired for a job on our platform, we prompt homeowners to leave a review about their experiences. This includes a mixture of emails and messages via our app.

Reviews are rated based on a star score system, with each review providing a rating of between 1 and 5 stars (5 being positive). The overall published review rating for a tradesperson is calculated by the average rating of their combined reviews.

We do not allow sponsored reviews on our platform. Any reviews which have been left for incentivised returns will be removed.

Review guidelines for tradespeople

We encourage all tradespeople to respond to the reviews they receive. This gives tradespeople the chance to give their perspective, in a professional manner.

We understand that sometimes things don’t go to plan and this may result in a low review from a homeowner. It’s important to understand that one low review amongst other positive reviews shouldn’t stop you from winning work. A well written, professional response can be equally as important to a homeowner than a positive review, as it shows that you are able to communicate well and resolve any issues that may arise.

When responding to a review, you must:

Keep the response constructive and avoid accusatory and offensive language
Not include any personal information of the homeowners that could identify them (such as names, addresses or any other contact details)
Keep to the facts
Not use your response to threaten or intimidate the homeowner
Not respond with any promotional material that would take other homeowners away from our platform

(Brand) reserves the right at its sole and absolute discretion to remove your response should it contravene the rules set out in this policy and we will inform you via the contact details of your account if this is the case.

If either party objects to the initial review or the tradesperson’s response, you should contact us via our contact form.

Why do we have this policy?

This policy helps protect the integrity of our reviews. We will review and update the policy from time to time to make sure we are keeping up with legislation and industry standards. Users are required to follow this policy as well as our terms and conditions and all applicable laws.