Care Seeker Feedback and Review Policy

Purpose

This Feedback and Review Policy (“Policy”) sets guidelines for Care Seekers and Decision-Makers using the Carelancer platform (“Platform”) to provide constructive feedback and reviews regarding:

· Experiences with the Carelancer platform; and

· Interactions with Carelancer’s customer service team.

The feedback system is designed to improve services and platform functionality while ensuring fairness, professionalism, and compliance with applicable privacy laws, in accordance with our Care Seeker Privacy Policy.

—

Scope

This Policy applies to all feedback and reviews submitted by Care Seekers on the Platform. Carelancer promotes transparency, accountability, and mutual respect while protecting user privacy.

—

Guidelines for Submitting Feedback

1. Constructive and Respectful Feedback

Care Seekers should provide feedback that is:

· Specific and actionable (e.g., punctuality, professionalism, responsiveness, ease of use)

· Respectful and professional, avoiding offensive, abusive, or defamatory language

· Truthful, not exaggerated, misleading, or based on personal bias

2. Privacy and Confidentiality

In accordance with applicable privacy laws, reviews should NOT:

· Share personally identifiable information (PII) of Care Providers or Carelancer employees

· Include sensitive or private information pertaining to yourself or Care Providers.

Carelancer anonymizes all feedback to protect user identities.

3. Prohibited Reviews

Care Seekers may not submit:

· Fraudulent, retaliatory, or misleading reviews

· Reviews containing exaggerated or false claims

· Reviews that violate privacy or confidentiality rules

Misuse of the review system may result in account restrictions or removal of review privileges. If such reviews are posted on TrustPilot (the third-party interface used by Carelancer to manage reviews), Carelancer reserves the right to flag them for moderation under TrustPilot’s guidelines.

—

Third-Party Review Platforms (TrustPilot and Others)

Carelancer collects reviews through TrustPilot and similar third-party platforms. Reviews must comply with both TrustPilot’s terms and Carelancer’s feedback policy. You are responsible for reviewing and complying with any terms of use applicable to TrustPilot or any other third-party platform used by Carelancer to manage its review process. Any content that does not comply with this Policy will be flagged for modereation and may be deleted.

—

Moderation and Review Disputes

Carelancer reviews all feedback to ensure compliance with this Policy. If a review violates guidelines, Care Seekers and Decision-Makers may be notified and asked to revise their submission. Carelancer can also, at its sole discretion, delete any reviews that do not comply with this Policy and Carelancer’s Terms and Conditions of Use,

Disputing a Review

Care Providers or Carelancer may dispute a review by providing supporting evidence, such as:

· Relevant communication records

· Service completion confirmation

Carelancer aims to resolve disputes within a reasonable timeframe, typically ranging from five to seven (5-7) business days, depending on the complexity and severity of the issue. Involved parties will be notified of the decision accordingly.

—

How Feedback is Used

Feedback from Care Seekers and Decision-Makers helps Carelancer:

· Improve platform usability and service quality

· Identify areas for provider training

· Enhance customer support

Aggregated feedback is analyzed to guide improvements while ensuring confidentiality.

—

Policy Enforcement

Non-compliance with this Policy may result in:

· Warnings for minor violations

· Temporary review restrictions for repeated offenses

· Permanent removal of review privileges for severe or continued violations

—

Policy Updates

This Policy will be reviewed periodically to ensure compliance with changes in legal requirements, industry standards, and platform best practices. Updates to this Policy will be communicated to users via the Carelancer platform and by email.

—

Need Help?

If you have questions or need support, our team is here to help: · Email: [email protected]