Review & Rating Policy

📌 Overview & Purpose

CapHanu Enterprise allows customers and users to share product reviews, star ratings, seller feedback, delivery feedback, product images, product videos, questions, answers, and experience-based comments. Reviews help other customers make better purchase decisions and help sellers improve product quality, packaging, dispatch, and customer service.

This Review & Rating Policy applies to all reviews, ratings, Q&A, photos, videos, comments, seller responses, review rewards, moderation actions, reported content, and feedback submitted on CapHanu Enterprise, including the shop website, customer account, seller system, support system, marketing pages, and related features.

⭐ What Counts as Review Content?

Review content includes any customer or user-generated content submitted to describe product experience, seller experience, delivery experience, support experience, or product suitability. It may appear publicly or may be used internally for quality improvement.

CapHanu Enterprise may display review content with customer name, first name, masked name, profile image, purchase verification label, location, date, rating, product variant, or other safe display details according to privacy and platform settings.

✅ Who Can Submit Reviews?

CapHanu Enterprise may allow reviews from verified buyers, registered users, customers who purchased the product, customers who interacted with support, or users who have genuine product experience. Review submission eligibility may vary by product, order status, account status, seller status, or campaign.

• Verified buyer reviews may be marked as verified if the review is linked to a delivered or completed order.
• Non-verified reviews may be allowed in selected cases, but may be moderated more strictly.
• Users with suspicious activity, fake orders, repeated abusive reviews, or policy violations may lose review access.
• Reviews may be restricted for cancelled, returned, refunded, disputed, fraudulent, or unverified orders.
• CapHanu Enterprise may limit review frequency per product, per order, per account, per device, or per time period.

Review submission does not guarantee publication. Every review may be subject to automated and manual moderation.

✅ Allowed Review Content

A useful review should be honest, specific, relevant, respectful, and based on actual experience. Customers are encouraged to mention practical details that help other shoppers.

🚫 Prohibited Review Content

Reviews must not contain illegal, abusive, misleading, irrelevant, fake, harmful, promotional, or privacy-violating content. CapHanu Enterprise may reject, edit, hide, remove, or restrict reviews that violate these rules.

• Fake reviews, paid reviews, copied reviews, bot reviews, review farming, or reviews written without real experience.
• Abusive language, hate speech, threats, harassment, personal attacks, defamation, obscenity, or discriminatory content.
• Personal information such as phone number, address, email, payment details, OTP, order-sensitive details, identity documents, or private images.
• External links, spam, advertisements, competitor promotion, seller promotion, social media handles, or unrelated marketing.
• False medical, legal, financial, technical, safety, warranty, or product claims.
• Review manipulation by seller, employee, affiliate, competitor, friend/family, or incentivized reviewer without platform approval.
• Copyrighted images, brand assets, celebrity photos, private photos, or content that user is not authorized to upload.
• Content unrelated to the product, seller, delivery, packaging, or support experience.
• Repeated duplicate reviews, mass posting, keyword spam, or attempts to manipulate search/rating score.

📷 Photo & Video Review Rules

Photo and video reviews can help customers understand the real product better. However, uploaded media must follow privacy, safety, and content rules.

• Upload only your own photos/videos or content you have permission to share.
• Do not show personal documents, order labels with address, payment information, phone numbers, OTP, QR codes, or private details.
• Do not upload obscene, abusive, violent, hateful, misleading, or illegal content.
• Do not upload images/videos of minors or other people without proper consent.
• Do not upload edited media that falsely shows a product defect or hides actual usage damage.
• CapHanu Enterprise may crop, compress, resize, blur, hide, or remove media for safety, privacy, performance, or moderation reasons.

By uploading review media, user confirms they have the right to upload and allow CapHanu Enterprise to display, moderate, store, and use such content according to this policy and Privacy Policy.

🛠️ Review Moderation, Editing & Removal

CapHanu Enterprise may use manual review, automated tools, AI-assisted moderation, fraud signals, user reports, seller reports, order records, device signals, and support records to moderate reviews and ratings.

• Reviews may be published immediately, delayed, held for moderation, rejected, edited, hidden, or removed.
• Reviews may be edited only for formatting, masking personal data, removing unsafe content, or legal/privacy reasons without changing the core meaning where possible.
• Ratings may be excluded from average score if they are suspicious, fake, duplicate, abusive, or policy-violating.
• CapHanu Enterprise may remove reviews if product listing is removed, merged, corrected, or found fraudulent.
• Moderation decisions may consider product purchase status, order history, return status, review pattern, IP/device signals, seller complaint, and user credibility.

📊 Star Rating & Score Calculation

Product ratings, seller ratings, delivery ratings, and average scores may be calculated using star ratings, verified purchase reviews, review quality, recency, moderation rules, order status, and internal anti-fraud filters.

• Average rating may not be a simple arithmetic average of every submitted rating if suspicious or invalid ratings are filtered.
• Verified buyer ratings may receive different display weight than non-verified ratings where system supports it.
• Ratings may change after review removal, moderation, product merge, seller action, or fraud detection.
• Rating count may update with delay due to cache, moderation, or system sync.
• Low rating alone does not automatically prove product defect; it reflects user experience and must be read with review details.

🪙 Review Rewards, CapCoin & Promotional Benefits

CapHanu Enterprise may run campaigns where eligible reviews, photo reviews, video reviews, or verified feedback can earn CapCoins, wallet credits, coupons, loyalty points, VIP benefits, or other promotional rewards. Rewards are not guaranteed for every review.

• Reward eligibility may depend on verified purchase, delivered order, product category, review quality, media upload, campaign period, account standing, and moderation approval.
• Fake, copied, low-quality, abusive, unrelated, duplicate, incentivized, or policy-violating reviews are not eligible for rewards.
• Rewards may remain pending until return/refund window closes.
• If the linked order is cancelled, returned, refunded, disputed, or found fake, review reward may be reversed.
• Review rewards may have expiry, redemption limits, and campaign-specific conditions.
• CapHanu Enterprise may pause, change, or discontinue review reward campaigns at any time.

Customers should not write false positive or false negative reviews just to earn rewards. Review rewards are meant to encourage genuine helpful feedback.

🏪 Seller Rules for Reviews & Ratings

Sellers must not manipulate reviews, pressure customers, create fake ratings, attack competitors, or misuse customer feedback. Seller conduct around reviews is important for marketplace trust.

• Sellers must not buy, sell, exchange, or generate fake reviews.
• Sellers must not ask employees, friends, relatives, affiliates, or fake accounts to post misleading reviews.
• Sellers must not threaten, harass, or pressure customers to remove negative reviews.
• Sellers must not offer compensation outside platform rules for changing or deleting reviews.
• Sellers must not post negative reviews on competitors’ products or abuse competitor listings.
• Sellers may respond to reviews only where platform allows and must remain respectful, factual, and privacy-safe.
• Repeated review manipulation may lead to listing suppression, payout hold, penalty, suspension, or termination.

💬 Seller / Brand / Support Response

CapHanu Enterprise may allow sellers, brands, or support teams to respond to customer reviews. Responses should help resolve issues, clarify product information, or guide customers to support.

• Responses must be respectful, professional, and related to the review.
• Responses must not reveal customer personal information, order details, address, phone, email, payment data, or private support details.
• Responses must not contain abuse, blame, threat, external links, spam, or promotional content.
• If a customer raises a complaint, seller/support should guide the customer to official support channels.
• CapHanu Enterprise may edit, hide, or remove seller responses that violate policy.

⚖️ Review Disputes, Reports & Takedown Requests

Customers, sellers, brands, or rights holders may report a review if they believe it is fake, abusive, irrelevant, privacy-violating, defamatory, infringing, or policy-violating. Reporting a review does not guarantee removal.

• Report should include product link/order context, review details, reason, and supporting evidence.
• CapHanu Enterprise may review order records, user history, seller evidence, media content, moderation signals, and policy rules.
• Genuine negative reviews will not be removed only because a seller disagrees with the customer opinion.
• Reviews may be removed if they contain false claims, privacy leaks, abuse, spam, unrelated content, or legal/IP violation.
• Repeated false reporting by seller or user may lead to account action.

©️ Intellectual Property, Privacy & User Rights

Users retain responsibility for the content they upload. By submitting review text, images, videos, or feedback, users confirm that they have the right to share it and grant CapHanu Enterprise permission to use, display, moderate, store, format, translate, resize, and share it within platform and marketing contexts as allowed by law and policy.

• Do not upload copyrighted images, brand assets, celebrity images, private photos, or third-party content without permission.
• Do not disclose personal information of yourself or others in reviews.
• CapHanu Enterprise may mask names, blur labels, remove sensitive details, or hide unsafe media.
• User content may remain visible even if user stops using the platform, unless removal is required or approved according to policy.
• Privacy requests may be handled according to the Privacy Policy and applicable law.

🧩 Category-specific Review Disclaimer

Some product experiences are highly personal and may vary by user. Reviews in such categories should be read as individual experiences, not universal guarantees.

🛡️ Fake Review, Abuse & Fraud Control

CapHanu Enterprise may monitor review activity to detect fake reviews, paid manipulation, duplicate accounts, review farms, competitor attacks, seller manipulation, affiliate abuse, reward farming, bot activity, suspicious devices, abnormal patterns, and policy misuse.

• Suspicious reviews may be hidden, removed, held, or excluded from rating calculation.
• Accounts involved in fake review activity may lose review access, rewards, CapCoins, wallet credits, referral benefits, or account privileges.
• Sellers involved in review manipulation may face listing suppression, payout hold, penalties, suspension, or termination.
• CapHanu Enterprise may reverse rewards or promotional benefits linked to fake or invalid reviews.
• Serious abuse may lead to legal action or reporting where necessary.

⚠️ No Guarantee from Reviews

Reviews and ratings are user opinions and experiences. They do not guarantee that every customer will have the same experience, same result, same size fit, same product performance, same delivery time, same seller experience, or same support outcome.

• Reviews should be read together with product description, images, specifications, warranty, return policy, seller terms, and customer needs.
• High ratings do not guarantee a perfect product for every user.
• Low ratings do not always prove product defect or seller fault.
• CapHanu Enterprise is not responsible for decisions made only based on user reviews without checking product details.

🧑 Customer Responsibility

Customers should write reviews honestly and responsibly. A review should help other customers and should not harm sellers, customers, staff, courier partners, or the platform unfairly.

• Write only about your genuine experience.
• Use respectful language even when sharing a negative experience.
• Do not disclose personal, payment, address, OTP, or private support details.
• Upload only safe and relevant photos/videos.
• Do not accept unauthorized payment, gift, or pressure for review manipulation.
• Raise return/refund/warranty issues through official support instead of relying only on review comments.

⚖️ CapHanu Enterprise Rights

CapHanu Enterprise reserves the right to accept, reject, moderate, edit, hide, remove, rank, translate, summarize, display, or restrict review content according to this policy, Privacy Policy, product rules, seller rules, legal requirements, security needs, and customer protection.

We may update review display methods, rating calculation, verification labels, reward rules, moderation standards, reporting process, review ranking, and seller response features from time to time. CapHanu Enterprise may also cooperate with legal or regulatory authorities where required.

🔄 Policy Updates

CapHanu Enterprise may update this Review & Rating Policy due to marketplace changes, customer protection needs, seller rules, fraud prevention, technology updates, AI moderation changes, legal requirements, reward program updates, or platform improvements.

Updated versions will be published on this page with the latest update date. Continued review submission or platform use after updates means the user acknowledges the revised policy.

📩 Contact & Support

For review removal requests, fake review reports, review reward issues, seller rating disputes, privacy concern in review media, Q&A issues, abusive content, or policy clarification, contact official CapHanu Enterprise support channels with complete details.

Please do not share OTP, password, UPI PIN, card details, or sensitive personal information inside reviews or unofficial messages. Use official CapHanu Enterprise support channels for review-related help.