Reviews & Ratings Policy

1. 1. Who can write a review, and about what

A review can be written only by one of the two parties to an engagement recorded in the app — a booking that was accepted and has since ended — and only about the other party to it. You cannot review someone you matched with but never worked with, and you cannot review yourself. You get one review per engagement, and it cannot be edited after it is submitted.

2. 2. What a review is, and what it shows

A rating from 1 to 5 on a few facets of the work, and optionally a short written review. The rating is dated by the server, not by you. Once a review is published, everyone who can see the profile sees all of it:

• its stars and its words, in full;
• the month it was written;
• the answer of the person it is about, if they wrote one;
• never the author’s name or photograph, and never the hours booked in the engagement it came from (section 4 says why).

A profile’s reviews open with how many there are, their average, how many there are of each star from one to five, and the hours of care booked in the engagements behind them, added up into one total and rounded down to a milestone — 5, 10, 25, 50, 100, 250, 500, 1,000 hours and so on, with nothing shown under five — so that 412 hours are shown as “These reviews come from 250 or more booked hours of care.” The total is taken from the engagements recorded in the app, never typed by anyone, and is rounded on Kalvri’s servers, so the exact figure is never sent to anyone’s device. They are listed newest first. No review is hidden, shortened, or moved down the list for what it says: a one-star review is listed exactly where its age puts it.

3. 3. When the other party sees it

Reviews are double-blind. Until both of you have written one, neither of you can see the other’s — until you have written your own, or fourteen days have passed since the first was written, at which point an unanswered review is revealed anyway. You have thirty days after the engagement ends to write yours.

4. 4. When everyone else sees it — the anonymity floor

Written reviews are anonymous to other users. To keep them anonymous, a person’s written reviews are shown to others only once at least three people have reviewed that person. Below that number, a single review would point at its author, so the app says how many reviews there are and why their words are not shown yet, rather than showing nothing — no average, no count of each star and no hours.

For the same reason no review shows the hours booked in its own engagement, at any number of reviews. The person a review is about knows how many hours each family or caregiver booked with them, so those hours would point at the writer however many reviews there were. Hours are shown only as the total behind all of a person’s published reviews, and only once there are three. That total is never exact: an exact total would grow by exactly one engagement’s hours each time a review was published, and the person reviewed could tell from the change whose review had just appeared. Rounded down to a milestone, it changes only when it passes one, and then says only that it did.

This floor is the same for every review, whatever it says. It protects the people who write reviews; it is not a way of holding back unfavourable ones. Kalvri does not read reviews before they publish, does not choose which publish, and does not delay or hide a review because it is negative.

5. 5. What Kalvri does not do

• Kalvri does not write reviews, does not ask anyone to write a positive one, and does not pay, discount, or otherwise reward anyone for a review or for its tone.
• Kalvri does not remove reviews because they are critical. A review is removed only if it violates the Terms — for example, it contains threats, someone’s private contact details, content about a person other than the one reviewed, or is shown to be fabricated.
• The person a review is about cannot edit, remove or hide it, and nobody can pay to have a review written, removed, hidden or placed. They may answer it once, in public, beneath the review.
• Kalvri does not display a review as verified, and does not display a computed score as a fact about a person: any aggregate shown is arithmetic on the reviews that exist.
• Nothing in the Terms restricts an honest review of your experience, on or off Kalvri, and Kalvri will never penalise you for one.

6. 6. If you believe a review about you is false

Write to support@kalvri.com with the booking it concerns. We will read it and, where a review plainly violates the Terms, remove it. Kalvri does not adjudicate the underlying engagement and cannot decide whose account of it is true; a review that is one person’s honest opinion stays.

7. 7. Reviews outlive engagements and accounts

A review is a fact about work that was done. It survives the end of the engagement and, in pseudonymised form, the deletion of the author’s account.