Review and Complaint Policy

TruLink wants reviews to be useful and complaints to be handled fairly. This Policy describes what may be posted, how users can challenge content, and how TruLink may respond to complaints.

1. Review Eligibility

A review should relate to a genuine service request, quotation, booking, completed service, gig/work engagement or other real marketplace interaction. TruLink may require evidence of the interaction before publishing or retaining a review.

2. Review Content Standards

• Be honest, relevant and based on your own experience.
• Focus on service quality, communication, value, punctuality, professionalism, safety or other relevant aspects of the interaction.
• Do not include threats, hate speech, unlawful discrimination, harassment, obscenity directed at a person, or knowingly false factual allegations.
• Do not publish private contact details, identification numbers, home addresses, financial information or other unnecessary personal data.
• Do not post content in exchange for payment, discount, retaliation, leverage or another improper benefit.

3. Review Manipulation Prohibited

Users must not buy or sell reviews, review their own profile, create fake transactions to generate ratings, coordinate reciprocal false reviews, pressure another user to provide only a positive review, or condition a lawful refund/rectification on removal of a truthful review.

4. Provider/Business Responses

A reviewed user may post a professional response where the feature allows. Responses must follow the same content standards and must not disclose private information or retaliate against the reviewer.

5. When TruLink May Remove or Edit Visibility

• The reviewer did not have a genuine interaction or cannot provide reasonable evidence where requested.
• The content is demonstrably false, fraudulent, impersonated or manipulated.
• It contains prohibited personal information, threats, unlawful content or irrelevant abuse.
• It is primarily a dispute about matters outside the TruLink interaction and adds no useful marketplace information.
• A court or competent authority lawfully requires removal.
• The review violates this Policy or other TruLink rules.

TruLink will not remove a review merely because it is negative, critical or disputed. Where only a portion violates policy, TruLink may redact or limit that portion if doing so preserves the substantive review fairly.

6. Filing a Complaint

A complaint may be submitted through available in-platform reporting tools or to support@trulinkcaribbean.com. Include the relevant profile, date, transaction/request, description of the issue, steps already taken and supporting evidence such as messages, quotations, photos or payment records.

7. Complaint Priority

• Urgent safety concerns, threats, violence, theft, suspected fraud or risks to vulnerable persons receive priority review.
• Credential/identity fraud and serious legal or regulatory concerns may result in temporary restriction while reviewed.
• Ordinary service-quality, lateness, price or workmanship disputes may first be referred back to the users for direct resolution where appropriate.

8. Review Process

• TruLink receives and logs the complaint or report.
• TruLink may acknowledge receipt and request additional information.
• Where appropriate, TruLink may notify the other user and invite a response.
• TruLink assesses the available evidence against platform policies; TruLink does not conduct a court-style trial and may not be able to determine disputed facts conclusively.
• TruLink may close the matter with no action, issue guidance/warning, remove content, require re-verification, restrict features, suspend/terminate an account or take another proportionate platform action.
• Where serious unlawful conduct is alleged, TruLink may advise the user to contact the appropriate authority and may preserve or disclose information where lawfully required.

9. Financial Remedies

Complaint handling does not itself create a right to payment from TruLink. Where the underlying payment was made directly between users, any refund, rectification or compensation remains primarily between those users, subject to applicable law. The Refund/Payment Policy applies.

10. Appeals or Reconsideration

A user materially affected by a moderation or account decision may request reconsideration within 14 days of notice, unless the notice states another period. The request should identify the decision, explain the alleged error and provide any new evidence. TruLink may decline repetitive appeals that raise no new information.

11. Confidentiality and Fairness

TruLink will handle complaint information with reasonable confidentiality but may share relevant allegations and evidence with the affected user, advisers, insurers, service providers or authorities where necessary to investigate, respond or comply with law. Users should avoid submitting information that is unrelated to the complaint.

12. No Retaliation

Users must not threaten, harass, doxx, intimidate or otherwise retaliate against a person for making a good-faith report, complaint or review. Bad-faith or knowingly false complaints may themselves result in account action.

Contact and Legal Notices

Platform: TruLink (www.trulinkcaribbean.com)

Operator: NEXORA TRULINK CARIBBEAN DIGITAL MARKETPLACE

Registered address: [INSERT REGISTERED ADDRESS]

General support: support@trulinkcaribbean.com

Privacy matters: privacy@trulinkcaribbean.com

Legal notices: legal@trulinkcaribbean.com