Community Guidelines

1. Why These Guidelines Exist

uRate exists so that a genuine customer service experience — good or bad — can be seen, responded to, and learned from. That only works if the platform stays honest, specific, and fair to everyone involved: the consumer telling their story, the Company responding to it, and everyone else reading it to make their own decision. These Guidelines set out what we expect from everyone who posts, responds, or interacts on uRate, and what happens when those expectations aren’t met.

These Guidelines apply to consumers, Companies, and anyone posting on uRate’s own social media accounts as part of a collaboration (see Section 7).

2. Before You Start

• • Eligibility. You must be 18 or older (or the age of majority in your jurisdiction) to register an account.
• • One account per person. Creating multiple accounts to post duplicate complaints, manipulate evaluations, or get around a restriction isn’t allowed.
• • What you post is public by default. A complaint, any Company response, and your evaluation are all publicly visible once published, and may be indexed by search engines. Don’t include anything in your post that you want to keep private.
• • You keep ownership, but you’re granting us a licence. You own what you submit. By posting, you’re also giving uRate the right to host, publish, and display it on the Service, and to use it in aggregate or anonymised form for research and platform promotion, for as long as it stays published.
• • Deleting your account doesn’t delete your complaints. If you delete your account, your personal information is removed, but complaints you’ve posted may remain visible with your identity anonymised — this keeps the public record of how a Company responded intact.

3. Our Principles

• • Honesty. Tell your own story, in your own words. Say what happened, not what you assume or suspect happened.
• • Specificity. A useful complaint or response describes what happened, when, and what outcome you wanted — not just how you feel about the Company in general.
• • Fairness. Companies get a real right of reply, and a good-faith response deserves a fair read. Disagreement is fine; distortion isn’t.
• • Privacy. Your story is yours to tell. Someone else’s personal details are not yours to share.
• • Integrity of the record. One genuine voice, one genuine account. No manipulation of the record in either direction — by consumers or by Companies.

4. Writing a Complaint

A complaint that gets a real response is usually one that’s easy to act on. Some pointers:

• ✓ Describe what happened, in the order it happened — the order, the interaction, the outcome you were given.
• ✓ Say what you’d consider a fair resolution, if you have one in mind.
• ✓ Attach evidence (receipts, screenshots, photos) where you have it — see Section 6 on what to check first.
• ✓ Stick to your own experience. If you’re relaying something a friend or family member went through, say so.
• ✗ Don’t post the same complaint more than once, or split one issue into several posts.
• ✗ Don’t present a suspicion or rumour as an established fact.

Every complaint is posted under your display name or handle ID — uRate does not offer anonymous posting. Your email address is never shown publicly.

5. Evaluating a Resolution

Once a Company responds (or a reasonable window has passed), you may be asked to evaluate the outcome: whether the issue was resolved, a 0–10 rating, and whether you’d do business with the Company again. This evaluation is what feeds the reputation score, so it matters that it’s genuine.

• ✓ Base it on the actual outcome, not on how the back-and-forth felt in the moment.
• ✓ If the issue genuinely got resolved, say so — an honest positive evaluation is just as valuable to the record as an honest negative one.
• ✗ Don’t evaluate on behalf of someone else, or agree to change your evaluation in exchange for something from the Company outside of the resolution itself.

6. Evidence, Photos & Videos

Screenshots and photos are often the clearest way to show what happened — but they’re also the easiest way to accidentally expose someone else’s personal information, because a screenshot can capture far more than the one detail you meant to show.

Before you attach evidence, check it for another identifiable person’s name, contact number, address, order details, NRIC/FIN, or payment information — for example, a customer service agent’s personal contact details, or another customer’s order visible in the same screenshot. Crop or blur anything that isn’t about your own case.

Evidence is stored securely and is not published in raw form. If something you submit appears to contain another person’s personal data, we may redact it, ask you to resubmit a cleaned-up version, or decline to publish it — without necessarily removing the rest of your complaint.

7. If uRate Invites You to Collaborate on a Social Media Platform

From time to time, the uRate team reaches out to users directly on a Social Media Platform (such as Instagram, Facebook, TikTok, or another platform) to ask if they’d like to share a customer service experience with us as a collaboration. If you say yes:

• ✓ You’ll be shown a link to our General Terms of Service, which cover exactly what you’re agreeing to.
• ✓ By agreeing to collaborate, you’re giving us explicit consent to create a public record (an “Incident”) from what you share, and to publish it — in full or edited form — on the uRate website and/or our own social media accounts.
• ✓ The same standards in Section 6 apply: check any text, photo, or video you send us for another person’s personal details before you send it.

If you’re ever unsure whether an outreach message is really from uRate, or want to withdraw from a collaboration before it’s published, contact support@uratehere.com.

8. Responding as a Company

Companies join through the Company Portal / Claim Your Company flow, and will typically be asked to verify their authority to represent the Company — for example, with a corporate email domain or business registration — before response rights are activated. This is what confirms your response is really coming from the Company being reviewed.

Every registered and verified Company has a right of reply to complaints about it. A good response is specific, addresses what the consumer actually raised, and is written by or on behalf of the Company — not by an individual employee posing as a neutral third party.

• ✓ Respond to the substance of the complaint, not just its tone.
• ✓ If personal data appears in the complaint that shouldn’t be public, report it — don’t respond by disclosing more of the consumer’s personal information in return.

A Company cannot edit, delete, or alter a consumer’s complaint text, under any circumstance — including by asking or pressuring the consumer to do so outside of the reporting process in Section 11. A Company’s only route to changing what’s published is a moderation request, also covered in Section 11.

• ✗ Don’t post as, or coordinate with, an account pretending to be an unaffiliated customer.

No paid feature or commercial relationship with uRate changes a Company’s score, ranking, or visibility. See “How Scoring Works” for how the reputation score is calculated.

9. What’s Not Allowed

This applies to complaints, evaluations, Company responses, and anything shared through a collaboration under Section 7 — in text, photo, or video form:

• • Someone else’s personal data — names, contact details, order or account information, NRIC/FIN, passwords, or payment details belonging to a third party.
• • Knowingly false statements — or statements made with reckless disregard for whether they’re true, about an identifiable person or Company.
• • Profanity, threats, or harassment — directed at any individual or Company.
• • Serious allegations dressed up as fact — if you’re alleging something serious (like a crime), say it’s your account of events, not an established finding.
• • Defamation, doxxing, or invasions of privacy — of any individual.
• • Spam, duplicate posts, or advertising.
• • Fake accounts or fake experiences — posting as a Company employee, competitor, or paid third party pretending to be a genuine customer, or otherwise trying to manipulate a score.
• • Anything unlawful — including under the Protection from Harassment Act 2014 and the Computer Misuse Act 1993.

What is allowed: honest, specific, good-faith criticism. We don’t remove a complaint or response just because it’s negative — these rules are about how something is said, not whether the underlying experience was bad.

10. Disagreeing Well

Consumers and Companies won’t always agree on what happened, and that’s expected — uRate doesn’t adjudicate whose account is correct. Make your case with specifics rather than escalating tone. If a response (from either side) misrepresents what was said, the right move is a follow-up post or an evaluation once the issue is resolved — not personal attacks.

11. Reporting Content

If you believe something on uRate breaks these Guidelines or the Terms of Service, use the “Report This Content” function, or email support@uratehere.com. This also covers general disputes and account deletion requests.

• ✓ Reported content goes into a review queue — it isn’t automatically hidden or deleted, so a report alone can’t suppress a complaint or response.
• ✓ We aim to review flagged content within the timeframe set out in General Terms of Service Section 10.2.
• ✓ If your content is removed or redacted, you can submit supporting evidence for us to reconsider it.
• ✗ Don’t file repeated reports in bad faith, or to try to suppress legitimate criticism — this can lead to restrictions on your own reporting privileges.

Companies have a separate, dedicated channel: if a Company believes a specific complaint violates Section 9 — for example, because it exposes a third party’s personal data or contains a knowingly false statement — it can submit a formal moderation request to support@uratehere.com. We assess these on their merits; a Company disagreeing with a complaint’s accuracy isn’t, on its own, grounds for removal.

We’ll also act on valid orders from a Singapore court, the Personal Data Protection Commission, or another competent authority.

12. What Happens If These Guidelines Aren’t Followed

Depending on what happened and whether it’s a first occurrence, we may:

• • Redact the specific portion of a post that breaks these Guidelines, leaving the rest of the record intact.
• • Remove a post, response, or evaluation entirely.
• • Restrict an account’s ability to post, respond, or report content.
• • Suspend or terminate an account for serious or repeated violations.

We look at the content itself, not at whether an experience described was positive or negative — see Section 9.

13. Keeping the Reputation Score Honest

The reputation score only means something if it reflects genuine, evaluated experiences. Coordinated campaigns, incentivised reviews, review-swapping, multiple accounts, and posing as a customer you’re not are all treated as attempts to manipulate the score, whether attempted by a consumer or a Company, and are grounds for content removal and account action.

14. A Few Legal Reminders

Singapore law — including the Defamation Act 1957, the Protection from Harassment Act 2014, and the PDPA — applies to what you post on uRate just as it would anywhere else. You’re responsible for the truth and legality of your own content; see Section 8 of the General Terms of Service for how this works in practice, and Section 9 for how we handle personal data.

15. Get in Touch

Questions about these Guidelines, content reports, disputes, moderation requests, or account deletion requests: support@uratehere.com.