Diald Reviews Policy

1.Definitions and Interpretation

In this Policy the following terms shall have the following meanings:

2.Information About Us

1. 2.1

   Our Site is operated by Diald, a trading name of [DIALD LEGAL COMPANY NAME]. We are a limited company registered in England and Wales under company number [COMPANY NUMBER]. Our registered address and main trading address are [REGISTERED OFFICE].

3.How to Contact Us

To contact Us, email support@diald.coach.

4.Changes to this Policy

1. 4.1

   We may alter the terms of this Policy at any time. If We do so, details of material changes will be highlighted at the top of this page and, where appropriate, We will inform affected Users by email. Changes apply to your use of Our Site after they have been implemented. You are advised to check this page before submitting a User Review.

2. 4.2

   If any part of the current version of this Policy conflicts with any previous version(s), the current version shall prevail unless We explicitly state otherwise.

5.What Does This Policy Cover?

1. 5.1

   This Policy applies to your use of Our Site and, in particular:

   1. a)

      User Reviews submitted directly on Our Site;

   2. b)

      Consumer Review Information that we may display, including, but not limited to, ratings, averages, totals, rankings, summaries, highlights, excerpts, and other review metrics; and

   3. c)

      Incentivised Reviews, where used.

2. 5.2

   The following documents also apply to your use of Our Site:

   1. a)

      Our Client Terms and Conditions, available at https://diald.coach/terms/client

   2. b)

      Our Privacy Policy, available at https://diald.coach/privacy

6.Our Principles

We always aim to ensure that:

1. 6.1

   All reviews reflect genuine experiences and are published in good faith;

2. 6.2

   Incentives (where applicable) are clearly and prominently disclosed;

3. 6.3

   We take reasonable and proportionate steps to prevent and remove Banned Reviews and Information; and

4. 6.4

   We do not present any form of reviews or Consumer Review Information in a way that is misleading (including, but not limited to, by selectively suppressing genuine negative reviews).

7.Who Can Submit Reviews

1. We operate an experience-based reviews policy. Reviews may be submitted by Users who have had a genuine experience with the Coach or Coach Service being reviewed and who agree to comply with our Client Terms and Conditions and this Policy.

2. We may ask for evidence of the reviewer's experience, including a Diald purchase, enquiry, review invitation, communication or other suitable evidence. A review will only be labelled as verified where We have carried out the verification described with that label.

3. An Account or a valid review invitation may be required to submit a User Review.

4. We may limit the number of User Reviews that a User can submit within a given period.

8.User Reviews

1. 8.1

   You agree that you will be responsible for the content of your User Reviews. You represent and warrant that you have the right to submit them, that any facts stated are accurate and true, that opinions stated are genuinely held, and that all User Reviews comply with our Client Terms and Conditions and this Policy. In particular:

   1. a)

      You must only submit User Reviews that reflect your own genuine experience of the Coach or Coach Service being reviewed. You must not submit a review on behalf of another person or misrepresent your identity, relationship, affiliation or experience.

   2. b)

      If you have received or expect to receive any incentive for submitting a User Review, including payment, discounts, gifts, free products or services, invitations or a similar benefit, you must clearly disclose it when submitting the User Review. We may label the review as "Incentivised Review" and/or add a short description of the incentive. Please refer to Part 9.

   3. c)

      As explained in Part 11, We may display User Reviews and Consumer Review Information in different formats. We will not present reviews or Consumer Review Information in a way that is misleading.

2. 8.2

   You agree that, to the fullest extent permissible by law, you will be responsible for any reasonable and direct losses or costs that We may incur as a result of any deliberate breach of the warranties given by you under Part 8.1 or any deliberate breach of any of the other provisions of this Part, including reasonably incurred costs of investigating and dealing with complaints, claims, or proceedings arising from that breach.

3. 8.3

   You (or your licensors, as appropriate) retain ownership of your User Reviews and all intellectual property rights subsisting in them. When you submit a User Review, you grant Us a non-exclusive, fully transferable, royalty-free, perpetual, irrevocable (to the extent necessary), worldwide licence to use, store, archive, syndicate, publish, transmit, adapt, edit, reproduce, distribute, prepare derivative works from, display, perform and sub-license it for the purposes of operating, managing, sharing and improving Our Site.

4. 8.4

   If you delete your Account or ask Us to remove identifying information from a User Review, the review may be anonymised by removing your name, username and profile image. Caching or references to the User Review may not be made immediately unavailable where this is outside Our reasonable control.

5. 8.5

   We may reject, remove, restrict the visibility of, or edit (where appropriate) a User Review where We reasonably believe that it violates this Policy and/or applicable law, or if We receive a complaint from a third party and, having considered that complaint, We reasonably believe that the User Review violates this Policy and/or applicable law. Any rejection, removal, restriction, or editing will be consistent with the provisions of Part 10 and will not be carried out for the purpose of misleading readers. Any editing of User Reviews will be limited to formatting, clarity, and/or removal of unlawful content or personal data, and We will not edit a User Review in a way which changes its overall meaning.

9.Incentivised Reviews

1. 9.1

   Incentivised Reviews are permitted provided that they reflect the reviewer’s genuine experience and provided that the existence and nature of the incentive is made clear and prominent in the Incentivised Review and/or in close proximity to it.

2. 9.2

   Where We become aware that a review is an Incentivised Review and the incentive has not been clearly disclosed, We may treat it as a Concealed Incentivised Review and remove it, annotate it, and/or restrict its visibility while We investigate.

3. 9.3

   We may label Incentivised Reviews as "Incentivised Review" and/or add a short description of the incentive.

4. 9.4

   Where We display Incentivised Reviews, We will not present them or related Consumer Review Information in a misleading way.

5. 9.5

   If an Incentivised Review does not comply with this Part 9, We may take steps reasonably necessary for compliance and to prevent misleading Users, including adding or amending a label or disclosure, annotating the review, restricting its visibility, removing it and, where applicable, suspending the relevant Account.

10.Moderation, Fake Reviews, and Banned Reviews and Information

1. 10.1

   We take reasonable and proportionate steps to prevent and remove Banned Reviews and Information. We may use proportionate measures including:

   1. a)

      pre-screening and automated checks (e.g., spam and bot detection);

   2. b)

      manual moderation (including spot checks);

   3. c)

      limiting submissions from the same User / Account, device, or IP address (as appropriate);

   4. d)

      requesting evidence of purchase and/or use or experience (as appropriate);

   5. e)

      restricting visibility of reviews while investigating a report or concern;

   6. f)

      re-ordering or annotating reviews where necessary for compliance and to prevent misleading readers;

   7. g)

      removing reviews; and/or

   8. h)

      suspending or closing Accounts.

2. 10.2

   In cases where We restrict, re-order, annotate, or remove reviews, We will only do so for genuine moderation or compliance reasons (e.g., where a review breaches this Policy, is suspected to be a Fake Review, is a Concealed Incentivised Review, or is otherwise unlawful), and not for the purpose of misleading readers.

11.How Reviews and Consumer Review Information are Displayed

1. 11.1

   We display reviews in most-recent-first order by default.

2. 11.2

   The following Consumer Review Information may be displayed:

   1. a)

      average ratings;

   2. b)

      total number of reviews;

   3. c)

      breakdown by star rating.

3. 11.3

   When displaying Consumer Review Information, We aim to ensure that:

   1. a)

      metrics are calculated and presented fairly and transparently; and

   2. b)

      reviews removed for breaches of this Policy are excluded from totals or averages, where applicable.

12.Reporting Reviews and Complaints

1. 12.1

   If you believe that a User Review is a Fake Review, a Concealed Incentivised Review, defamatory, unlawful or otherwise misleading, you should report it to Us as described in this Part 12:

   1. a)

      using the reporting function provided on Our Site; or

   2. b)

      Contacting Us using the details in Part 3, providing:

      • A link to the relevant page on Our Site;

      • Details of the review (including the relevant username and date); and

      • Why you believe the review breaches this Policy.

If your complaint alleges defamation or other unlawful content, state this clearly in your report and include your full name, contact details, the exact words complained of, where they appear, why they are unlawful, and any evidence on which you rely.

1. 12.2

   If you are a Coach whose services are reviewed on Our Site, you may use the reporting function or contact Us using Part 3 and provide the information described above. Coaches cannot remove genuine negative reviews merely because they disagree with them.

13.What Happens When a Review is Reported

1. 13.1

   Upon receipt of a report concerning a review, We may, as appropriate:

   1. a)

      Ask for further information from the reporter or the reviewer;

   2. b)

      Request evidence of the reviewer’s experience or purchase;

   3. c)

      Restrict the visibility of the review (temporarily) while We investigate;

   4. d)

      Remove the review;

   5. e)

      Annotate the review (e.g., to add a missing incentive disclosure); and/or

   6. f)

      Take action against the relevant User or Account (e.g., warning, suspension, or termination) in cases of misuse.

2. 13.2

   We will always act reasonably. Where practicable, We aim to acknowledge reports within two working days, but complex cases may take longer to investigate and resolve.

14.Use of Reviews in Sharing Features and Marketing

1. 14.1

   We may reproduce and quote User Reviews through Our Site's sharing features and in Our marketing materials.

2. 14.2

   By submitting a User Review, you grant to Us a non-exclusive, royalty-free, worldwide licence to reproduce and quote your User Review for Our own marketing purposes, subject to the following:

   1. a)

      We will reproduce and quote your User Review accurately, We will not present it in a misleading way, and (where reasonably practicable), We will include a link to your original User Review and the date that it was posted.

   2. b)

      Unless you have previously agreed otherwise, this licence does not permit Us to reproduce your name, username, profile picture, or any other information that identifies you in connection with your User Review.

   3. c)

      Where We wish to reproduce identifying information with a User Review, We will ensure that We have a lawful basis to do so and that any required privacy information is provided in accordance with applicable data protection law.

3. 14.3

   If a User Review is deleted or removed from Our Site, We will stop using it in new marketing materials within a reasonable period. We are not required to withdraw or amend materials created or published before deletion or removal, but may do so where reasonably practicable.

15.Privacy and Data Protection

1. 15.1

   As stated in Part 5.2, the use of Our Site is also governed by Our Privacy Policy.

2. 15.2

   All personal data collected and processed by Us in relation to User Reviews will be handled in accordance with Our Privacy Policy.

3. 15.3

   When a User Review is removed by Us or deleted by a User, the User Review along with any and all associated identifying information including, but not limited to, usernames and profile images will be removed from Our Site. Any associated information that We may retain will be retained only in accordance with lawful data retention requirements and technical constraints.

4. 15.4

   If a User Review is anonymised by a User, any and all associated identifying information including, but not limited to, usernames and profile images will be removed from that User Review. Where We retain any associated information, it will be retained only in accordance with lawful data retention requirements and technical constraints.

16.Law and Jurisdiction

1. 16.1

   Diald is operated for users in Great Britain. If you access or use Our Site from elsewhere, you do so on your own initiative and are responsible for complying with laws applicable in your location. This does not remove any mandatory rights or protections that apply to you.

2. 16.2

   This Policy, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.

3. 16.3

   If you are a Consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in this Policy takes away from or reduces your legal rights as a Consumer.

4. 16.4

   Nothing in this Policy excludes or restricts Our obligations under applicable Consumer protection law (including, but not limited to, the Digital Markets, Competition and Consumers Act 2024 and any associated guidance) or seeks to restrict Our liability to the extent that such an exclusion or restriction would be unlawful.

5. 16.5

   If you are a Consumer resident in Great Britain, any dispute, controversy, proceedings or claim relating to this Policy shall be subject to the jurisdiction of the courts of England, Wales or Scotland, as determined by your residence.

6. 16.6

   If you are a business user, any dispute, controversy, proceedings, or claim between you and Us relating to this Policy or to the relationship between you and Us (whether contractual or otherwise) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17.Attribution

This Policy has been created using a document template from www.simply-docs.co.uk.