Review Policy Saloon.nl
This is a translation of the Dutch "Reviewbeleid Saloon.nl". If the two differ, the Dutch text prevails.
In short
- Only someone who had a completed appointment at the salon can leave a review, through the link in the thank-you e-mail; that is how we know every review comes from a real customer.
- You give 1 to 5 stars and, if you like, a text of up to 2000 characters.
- You can edit your review for 30 days and delete it at any time; deleting is final.
- The salon cannot edit, hide or delete reviews, but it may reply to them.
- We show every review, however high or low, and the average counts them all.
- We remove a review only for a reason listed in article 5, for example because it is illegal or fake.
- If you see a review that is not allowed, report it to [not known yet].
This is a summary; the articles below are decisive.
1. What this policy covers
1.1 This policy covers reviews on Saloon.nl: who can leave them, what they may contain, how we show them and when we remove them. It is part of the Terms of Use Saloon.nl; the terms defined there apply here too.
1.2 A review is your rating of a visit to a salon: 1 to 5 stars and, if you like, a text.
1.3 Saloon publishes the reviews on the website and is responsible for that. The salon can read them and reply to them.
2. Who can leave a review, and how we check it
2.1 A review is always about a visit that really took place. The website has no button for simply writing a review.
2.2 When the salon marks your appointment in Saloon as completed, you automatically receive a thank-you e-mail on the salon's behalf. It contains a personal link that belongs to exactly that appointment and that we have digitally signed, so nobody can forge it. Only with that link can you leave a review.
2.3 Before we store your review, we check that the appointment still exists and is still marked as completed in the salon's calendar. If the appointment has since been cancelled or deleted, you cannot review it.
2.4 One appointment has at most one review. If you send the form again, you edit your existing review.
2.5 The link works for 90 days after the thank-you e-mail was sent. After that you can no longer review that visit.
2.6 A salon can switch the thank-you e-mail off; then none of that salon's customers receives an invitation. Saloon gives salons no way to invite only certain customers; a customer whose e-mail messages are switched off on their customer card does not receive an invitation, though.
2.7 What we do not check: who uses the link. The link goes to the e-mail address the salon has for you. So do not forward it; whoever has the link can review your visit.
3. How to leave a review
3.1 You open the link in the thank-you e-mail. You do not need to sign in.
3.2 You give 1 to 5 stars. A text is optional and may be up to 2000 characters long.
3.3 Your review appears on the salon's page as soon as you send it. We do not check reviews in advance.
4. What a review may contain
4.1 Write about your own visit: the treatment, the result, the welcome, the salon. Honestly, also if you were not satisfied.
4.2 You may name the team member who helped you. Do not mention other personal data of other people, such as a phone number, an address or anything about someone's health.
4.3 Your review is public. So think before you share anything about your own health or other private matters.
4.4 If you work for the salon, own it, or have a business interest in it in some other way, do not review that salon.
5. What we remove, and why
5.1 We remove a review if it:
- a. is illegal, for example defamation, a threat or an infringement of someone's copyright;
- b. contains personal data of other people (article 4.2);
- c. threatens, harasses or insults someone;
- d. discriminates, for example on origin, religion, sex, sexual orientation, disability or age;
- e. is spam or advertising, or refers to other businesses or websites;
- f. is not about the visit;
- g. is fake: not written by the customer who had the visit, written by or for the salon (articles 4.4 and 6), or bought or rewarded.
5.2 We do not remove a review because it is negative, or because the salon disagrees with it. A salon that disagrees can reply (article 9).
5.3 We remove a review as a whole; we never change the text of a review.
5.4 A removed review no longer counts in the average and the totals.
6. No rewards and no reviews of your own
6.1 A salon may not offer anything in return for a review, let alone for a positive review: no discount, gift, free treatment, loyalty points or anything else. Nor may a salon offer anything to have a review edited or deleted.
6.2 A salon may not write reviews about itself or have them written, also not by team members, family or friends, and may not buy reviews.
6.3 If we find that this happens all the same, we remove the reviews that resulted from it. We may then take measures against the salon under the Terms and Conditions for Salons.
7. How we show reviews
7.1 All reviews are on the salon's page, however high or low the rating. The salon cannot edit, hide or delete reviews.
7.2 With your review we show your first name and the first letter of your surname, the date you posted it, your stars and your text, and the team member named in the thank-you e-mail. We do not show your e-mail address, your full surname or your treatment.
7.3 By default the newest reviews come first. You can also sort them by best or worst rating, or by relevance: reviews with a text come first, and within those the newest. You can filter by number of stars and by team member. A filter does not change the average or the totals.
7.4 The average is the plain average of the stars of all reviews of that location of the salon, rounded to one decimal. A review that has been withdrawn or removed counts nowhere. We also show how many reviews there are and how many there are per number of stars. As long as there is no review, we show no average.
7.5 We make the same average per team member. The salon can choose whether the stars per team member are visible; the reviews themselves then remain visible as usual.
7.6 If a salon's page is not (or no longer) online, its reviews cannot be seen either.
8. Editing or deleting your review
8.1 You can edit your review until 30 days after you first posted it; editing does not extend that period. The date is shown with the form. Editing goes through the same link, so only while it works (article 2.5).
8.2 You can always delete your review, also after those 30 days. You do so through the same link. If the link no longer works, e-mail [not known yet] from the address at which you received the thank-you e-mail; we then delete it for you.
8.3 Deleting is final: after that you can no longer post a new review of that visit.
9. Replies from the salon
9.1 The salon may reply to your review, publicly or to you alone. A public reply appears under your review on the salon's page. A reply meant only for you is sent to you by e-mail, unless the salon has switched that e-mail off (article 9.3). It is not shown publicly anywhere; if you have an account with Saloon, you also find it with your reviews.
9.2 The salon signs a reply with the salon's name or with the name of the team member who replies.
9.3 You also receive a reply by e-mail, unless you have switched off messages from that salon or the salon has switched that e-mail off.
9.4 A reply may be up to 2000 characters long. There is no deadline, and the salon can delete its own reply again.
9.5 The same rules apply to a reply as to a review (articles 4 and 5). In a public reply, a salon does not mention any personal data of yours that is not already in your review, such as your treatment or anything about your health. We may remove a reply that breaks these rules.
10. Reporting a review or reply
10.1 If you think a review or reply is illegal or breaches this policy, report it by e-mail to [not known yet]. Anybody can, the salon included.
10.2 Include in your report:
- a. why you think the review or reply is not allowed, explained as clearly as you can;
- b. exactly where it is: the web address of the salon's page, the name shown with the review and its date;
- c. your name and e-mail address;
- d. that you believe in good faith that your report is accurate and complete.
11. What happens after a report
11.1 We confirm that we have received your report. A person assesses it, carefully, objectively and as quickly as we can. We do not use automated systems to assess or remove reviews.
11.2 While we assess a report, the review stays up, unless it is clearly illegal.
11.3 We decide whether the review or reply stays up or is removed. We tell the person who reported what we decided and why.
11.4 If we remove a review, we tell its author at the address at which they received the thank-you e-mail. If we remove a reply, we tell the salon. That message states what we decided, which facts we rely on, whether we acted on a report, which law or which rule in this policy is the ground, and how you can object.
11.5 If you disagree with our decision — as the person who reported, as the author of the review or as the salon — you can object within six months by e-mail to [not known yet]. A person looks at the matter again. We tell you our decision with the reasons, and reverse it if your objection is justified.
11.6 If you still disagree after that, you can go to court. Where the law allows it, you can also take the dispute to a certified out-of-court dispute settlement body (article 21 of the Digital Services Act). You do not have to object to us first.
12. Changes and contact
12.1 We may change this policy. On the page of this policy you see the version and the date it takes effect, and you find the earlier versions. A review you posted before a change is judged by the policy that applied at the time.
12.2 Questions about reviews go to [not known yet]. Reports and objections go to [not known yet].