Reviews policy

Version of 15 October 2026Current versionDraft

A draft awaiting a lawyer’s review before TILZA launches. TILZA hasn’t started yet: it takes no real salons and no money.

What changed in this version

The first version kept in the archive, so there is no earlier one to compare with.

The first version kept in the archive. The ones before it were drafts that changed before the lawyer’s review, and no real salon or client agreed to them, as TILZA hasn’t started yet.

After a visit to a salon you booked through TILZA, you can review it, so others know how the service was. TILZA is responsible for reviews. This policy explains who can review, what may and may not be written, how reviews are checked and published, how the salon can reply, and how a review is reported and removed.

1. Who can review

You review your own visit that you booked through TILZA, once its service is done, once per visit, within 30 days of it.
You review it from your booking link while it works, or from «My bookings».
Nobody reviews someone else’s visit, even one they booked for them. An appointment the salon entered itself, or a visit without a booking, can’t be reviewed.
Nobody under 18 can review.
A salon’s owner or anyone on its team can’t review any salon on TILZA, their own or another. A review from a number registered to someone on a salon’s team, or to a salon’s branch, isn’t accepted.

2. What others see

A review shows on the salon’s booking page with its stars and words, the month of the visit and its services, and the branch’s name if the salon has more than one. Your name, number and any other details about you don’t show.
The average of the stars, the number of reviews and the number of each star always show, counted from all published reviews, and the salon can’t hide them.
Reviews show newest first, and a review that was changed says «Edited».
The salon you reviewed sees your name and booking number with your review, as you are its client, so it can understand what happened and reply.

3. The salon team’s stars

If the salon turns it on, the booking page can show next to a team member’s name the average stars and the number of published reviews of the visits they served, if they agreed themselves, from 5 reviews up.
No single review, its words or who wrote it shows next to their name.
They can take their agreement back at any time, and their stars disappear at once.

4. Write about the service, honestly and respectfully

Write about your experience of the service: its quality, timing, cleanliness and how you were treated. An honest negative opinion is allowed.
Don’t write insults or abuse, accuse anyone of a crime or of anything that harms their reputation, name or describe members of the salon’s team, give anyone’s personal details, write anything against religion, public decency or the UAE’s laws, add adverts, or write about anything other than your visit.
You can write about how you were treated in general, such as: “the staff member was kind”.
A review with a link, an email address or a phone number can’t be sent. A review is stars and words only, without photos.
Note: insulting or accusing someone online is a crime under UAE law, and the person who writes a review is responsible for it.

5. No paid or fake reviews

When you send your review, you confirm it is about your own visit, that it is your honest opinion, and that you received nothing for it.
A salon may not give a discount, gift or anything else for a review, pressure anyone to review or to change or delete a review, ask only for positive reviews, or write reviews in other people’s names.
TILZA never removes a review for being negative, and what a salon pays TILZA never affects its reviews, their order or how they are shown.
A review found to be fake, or given in return for something, is removed.

6. Before publishing

A review with stars only is published straight away.
A review with words or a private note for the salon is checked by TILZA’s team before it is published, and is published if it follows this policy.
If it isn’t published, you see why, and you can change it and send it again.
If you change your review and it has words or a note, it is checked again and doesn’t show until the check is done.

7. Your private note for the salon

With your review you can write a note for the salon only, up to 500 characters. It is never published, and nobody sees it except those named here.
TILZA’s team checks it with your review by the same rules of this policy, then only the salon’s owner and managers read it, with your review while it is published.
It doesn’t show to TILZA’s team when they look at the salon’s dashboard to help it.
It is deleted with your review, or if you ask the salon to delete your data.

8. The salon’s reply

The salon can reply once, publicly and politely, to a published review. TILZA’s team checks the reply against the same rules before it is published. The salon can change or delete its reply.
The salon can object to a review it believes is fake or against this policy, saying why. TILZA’s team then looks at it, keeps or removes it, and the salon sees the result.
The salon can’t remove, edit or hide a review.
The salon may not punish anyone for their review, for example by refusing their booking or treating them worse.

9. Reporting and removal

Every review has a «Report» button anyone can use, saying why. TILZA’s team looks at the report and keeps or removes the review.
A review is removed only for a reason in this policy, or on the order of a competent public authority. Each decision is recorded with its reason and who made it.
A review TILZA’s team removes can no longer be changed or deleted by its writer. Its words are kept for 180 days for any complaint or official request, then cleared, leaving only its stars and why it was removed.
If a competent public authority orders content removed, it is removed without delay.
TILZA’s team checks reviews without the writer’s name, which nobody at TILZA is shown except for a competent public authority’s request, and that is recorded with its reason.

10. Your review

You can change or delete your review at any time, from your booking link while it works or from «My bookings», except a review TILZA’s team removed.
If you ask the salon to delete your data, your review of it is deleted with it.

11. The Google rating

A salon’s owner can show the branch’s rating on Google Maps next to TILZA’s reviews, in a separate box that says «Google Maps» and links to the branch’s page there.
This rating is Google’s, as it is: TILZA doesn’t write, check or change it, and it isn’t counted in TILZA’s average. Reviews aren’t verified by Google, but Google checks for and removes fake content when it’s identified.
TILZA’s reviews always show, whether or not the salon shows its Google rating.

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