Reviews Policy

A review comes from the Client who booked the task. It can be left once the Tasker has marked the task complete, and there is one review per booking.

You have 90 days from that point. A review is a rating out of five stars, plus up to 1,000 characters of text if you want to write something. The text is optional, and so is the review itself. Nobody has to leave one and nothing about your account changes either way.

A booking that was cancelled cannot be reviewed. If a cancellation went badly, email support@hollerservices.com and we will look at it.

Taskers do not review Clients on Holler. If something went wrong at a booking, a Tasker should tell us rather than write about it in public.

A review shows your first name, the initial of your last name, the star rating, the month and year, and whatever you wrote. Your full name, your email address and the task address are never shown on it.

A profile shows the most recent reviews, newest first, and every rating counts toward the average whether or not the review is on the page. We do not reorder reviews to put the good ones on top, and we do not hide a review because of its rating.

We may also quote a review elsewhere, for example on our own site, in the same first name and last initial form. Section 10 of the Terms of Service covers that, and tells you how to say no to it.

Your own booking, and the work done on it. Write what you saw. Opinions are welcome: say them as opinions, and say facts as facts. That distinction matters if a review is ever challenged by the person it is about.

These do not belong in a review:

• Somebody else's booking, or something you were told about secondhand;
• Personal information: a full name, an address, a phone number, an email address, or a licence plate;
• An attack on anyone on a ground protected by the BC Human Rights Code. Section 6 of the Community Standards lists those grounds;

A complaint about Holler is a different thing. If your problem is with us, our fees, or our policies, email support@hollerservices.com as well, because that is what reaches the person who can act on it. A review on a Tasker's profile does not. Writing it in the review anyway is not a ground for removal and we will not take a review down for it. Section 9 says so plainly.

A review is never removed for being bad. Not for being critical, not for being one star, not because it cost a Tasker work, and not because somebody asked us to.

Nothing you agree to on Holler stops you writing an honest review of your experience, here or anywhere else, and nobody at Holler will ask you to take one down or soften it.

We do not edit reviews. There is no version of this where we tidy up your words. We either leave a review up or take it down, and we tell both people which we did and why.

Taskers must not ask a Client for a review, ask for a particular rating or number of stars, or ask for a review to be changed or removed. That covers asking in person at the end of a job, asking in the booking chat, and asking afterwards by any other route.

The only review request you should ever get is ours: the line in your completion email and the Leave review button on the booking.

Nobody may offer anything in exchange for a review, for a rating, or for taking a review down. Not money, not a discount, not free time, not a tip, not a gift.

If you are asked, tell us. The person who was asked is never in trouble for it.

Money and reviews are separate things, and neither one buys the other. You can ask for a refund and leave an honest review about the same booking. Both at once is fine.

What is not allowed is making one the price of the other. Two examples, one from each side:

• A Client saying refund this booking or I leave you one star;
• A Tasker saying I will take an hour off the bill if you give me five stars.

Both are a breach of the Terms of Service and are handled under Section 9 of the Community Standards.

If you think you are owed money, use Report an Issue on the booking or email support@hollerservices.com. The Cancellation Policy, the Payment Policy and the Holler Guarantee set out what you can expect.

Nobody may contact the other person to argue about a review, ask why it was left, or push for it to change. Not in the app, not by phone, not at the door, and not through somebody else.

Bring it to us instead, using Section 13. Contacting someone outside Holler about a review is also a breach of the Communications Policy.

Every ground here is about conduct or accuracy. We take a review down where it:

• Harasses or threatens someone, or attacks them on a protected ground;
• Is unlawful, or puts someone at risk by what it discloses;
• Contains personal information: a full name, an address, a phone number, an email address, or a licence plate;
• States as a fact something that is plainly wrong, for example naming the wrong person, describing a booking that did not happen, or describing work that was never part of it;
• Is not about the booking at all: spam, or advertising. Criticism of Holler is not covered by this ground and is not a reason to remove a review (Section 9);
• Was bought or traded, or was written by somebody who was not on the booking;
• Was left more than 90 days after the task was marked complete (Section 1).

Serious accusations. A serious accusation is not, on its own, a reason to take a review down. If a review says a Tasker took something or damaged something, report it to us as well as writing it, so it is dealt with properly under the Community Standards or the Holler Guarantee. If it turns out the accusation is about the wrong person, or about something that did not happen on that booking, that is a factual error and the review comes down under this section.

None of these is a reason to remove a review:

• It is negative, blunt, or unflattering;
• It is a low rating;
• It cost the Tasker work;
• The Tasker disagrees with the opinion in it;
• The Tasker, or anyone else, asked us to remove it;
• A refund was given for that booking;
• It criticises Holler, our fees, or our policies;
• It makes Holler look bad.

A refund does not buy the removal of a review, and neither does anything else. The only way a review comes down is Section 8, or the author asking us under Section 11.

The person reviewed can reply once, and the reply is shown under the review on their profile.

There is no reply box in the app yet. Email support@hollerservices.com with the booking reference and the reply you want posted, and we post it as written.

A reply should be about the work. It must not contain personal information about the Client, and it must not ask for the review to be changed or taken down. If a reply breaks those rules we do not edit it: we tell you why, and you can send another.

A reply does not change the rating, and it does not change the average on the profile.

There is no edit button, and we do not edit a review for you.

If you want a review you left taken down, email support@hollerservices.com with the booking reference. We take it down and we do not ask why. If you are still inside the 90 days, you can leave a new one afterwards.

If somebody pressured you into asking, tell us that as well. Asking is never held against you, and we deal with the pressure separately under Section 5.

Reviews you left stay on the platform. Once your account is closed, your name comes off them and they are shown as coming from a Holler Client.

When a Tasker's account closes, their profile comes down and the reviews on it stop being shown publicly.

We keep a copy of a review for as long as we may need it for a dispute, a Guarantee report, or a legal or tax obligation. The Privacy Policy sets out how long we keep things and how to ask about your own information.

Email support@hollerservices.com with the booking reference, a copy of the review, and which part of this policy you think it breaks.

We read the review and the booking, we ask the other person for their side where that matters, and we decide. We email both people the outcome and the reason for it, and we aim to do that within five business days. Where a review raises a safety matter, we deal with the safety part first and the review second.

Our decision is final for platform purposes. That means it settles what happens on Holler and nothing more. Holler is not a court, our decision takes away no legal right you have, and nothing in this policy limits any right or remedy you have under the Business Practices and Consumer Protection Act. Section 17 of the Terms of Service explains where a claim can go.