Trust & Safety
Rules for leaving, displaying and managing reviews on Pitchd.
Last updated
Version 3.3. Reviews help Consumers choose Suppliers with confidence and help Suppliers build a verified reputation from completed bookings. Every review on Pitchd must come from a real Consumer, reflect a genuine experience, and never be manipulated.
Reviews on the Pitchd Platform can be submitted by Consumers about Suppliers. A Consumer may leave a review of a Supplier only after a Confirmed Booking with that Supplier has been fulfilled. This eligibility is enforced at the system level: only the Consumer party to that booking can submit a review once the booking reaches Completed status.
The review window opens when a booking reaches Completed status. The Consumer has 14 days from that time to submit one review. After 14 days the review window closes and no review can be submitted for that booking.
A valid review is published to the Supplier's Custom Storefront when submitted, subject to this policy. Pitchd may extend the review window in exceptional circumstances, such as a multi-day service where the normal window would otherwise close before the service is fully completed.
A valid review is based on the reviewer's genuine first-hand experience of the booking, is accurate and honest, is relevant to the service, communication, or experience, and is written respectfully even where the experience was negative.
The following content is not permitted in a review. This list is not exhaustive: Pitchd may remove content that breaches this policy, the Content Policy, or the Community Standards.
| Prohibited content | Why it is not permitted |
|---|---|
| False or fabricated content | Reviews must reflect genuine experiences. False reviews mislead Consumers and unfairly harm Suppliers. |
| Defamatory statements | Reviews must not make false statements of fact that damage another person's reputation. |
| Discriminatory language | Reviews must not discriminate on the basis of a protected characteristic. See the Non-Discrimination Policy. |
| Offensive, abusive, threatening, or harassing language | Reviews must be respectful and comply with the Community Standards and Content Policy. |
| Personal information | Reviews must not disclose another person's private contact, identity, address, financial, health, or other personal information. |
| Spam, advertising, or irrelevant promotion | Reviews must relate to the booking, not promote unrelated services, websites, or offers. |
| Illegal content or material that breaches another person's rights | Pitchd cannot host content that is unlawful or infringes another person's rights. |
The integrity of the review system depends on authentic reviews. Manipulation is a serious breach of the Terms of Service and Content Policy. Pitchd may use automated detection, pattern analysis, and manual review to identify suspected manipulation.
Published reviews are displayed on the Supplier's Custom Storefront in chronological order from most recent to oldest. The Supplier's overall star rating is the average of all published verified review ratings, and the total review count is visible to Consumers.
Pitchd does not manipulate display order to favour positive reviews or any Supplier. Pitchd does not remove a negative review simply because a Supplier disagrees with it or finds it uncomfortable.
If you believe a review breaches this policy, contact Pitchd support at support@pitchd.com.au. Submit a request within 14 days of publication where possible. Pitchd may consider later requests where the review may breach this policy or exceptional circumstances apply.
Pitchd will review the request and aim to respond within 5 business days. Pitchd's decision is final within the Platform and does not affect statutory rights.
Reviews contribute to verified booking and performance data that can help Suppliers understand their market position, help Consumers identify suitable Suppliers, and help Pitchd improve the Platform. Reviews may be used in aggregated, anonymised, or de-identified form for analytics, marketplace insights, and AI-powered features as described in the Privacy Policy and Content Policy. Individual reviews are never sold as identifiable data.
Pitchd does not verify the accuracy of individual reviews and is not responsible for review content submitted by Consumers. Pitchd's role is to enforce this policy: ensuring only eligible parties can submit reviews, removing prohibited content, and acting on suspected manipulation. Views expressed in reviews are those of the reviewer and do not represent Pitchd's views.
Breaching this Review Policy breaches the Terms of Service. Depending on severity, Pitchd may remove content, issue a written warning, temporarily or permanently suspend a Supplier or Consumer account, or refer conduct that may constitute defamation or another civil wrong under Australian law to relevant authorities.
Pitchd may update this Review Policy from time to time. When material changes are made, Pitchd will notify Suppliers and Consumers by email and platform notification at least 30 days before the changes take effect.
For questions about this Review Policy or a removal request, contact Pitchd support at support@pitchd.com.au. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174), Level 1/100 Overton Road, Williams Landing, 3027. This policy is governed by the laws of Victoria, Australia.
