REVIEW & RATING POLICY

Table of Contents

1. Introduction

2. Purpose of this Review & Rating Policy

3. Scope and Applicability

4. Definitions

5. Nature of Platform Services

6. Objectives of the Review and Rating System

7. Guiding Principles

8. Eligibility to Submit Reviews and Ratings

9. Review and Rating Submission Guidelines

10. Acceptable Reviews and Feedback

11. Prohibited Reviews and Activities

12. Responsibilities of Users

13. Responsibilities of Service Professionals

14. Responsibilities of PRNV Services

15. Review Moderation and Verification Practices

16. Reporting Inappropriate Reviews or Ratings

17. Investigation and Review Procedures

18. Corrective Actions and Enforcement Measures

19. Removal, Restriction, or Suspension Procedures

20. Appeals and Reconsideration Procedures

21. Privacy and Confidentiality Considerations

22. Record Preservation and Documentation

23. Cooperation with Regulatory Authorities and Law Enforcement

24. Compliance Monitoring and Periodic Reviews

25. Amendments and Updates

26. Governing Law and Jurisdiction

27. Contact Information

Our Commitment

1. Introduction

PRNV Services (“PRNV Services”, “the Platform”, “We”, “Us”, or “Our”), accessible at www.prnvservices.com, operates a technology-enabled digital advertising, listing and service-discovery platform that connects Customers with independent Service Professionals across a wide range of service categories throughout India.

As an integral part of this digital ecosystem, PRNV Services provides Review and Rating features that allow registered Users to share their genuine experiences, opinions and feedback regarding their interactions on or through the Platform. These features are intended to promote transparency, support informed decision-making and foster a culture of honest, constructive participation.

This Review & Rating Policy (“Policy”) sets out the principles, standards, rights, obligations, moderation practices and enforcement mechanisms that govern the submission, display, verification, moderation, removal and management of all reviews, ratings, comments and related feedback across every digital platform, application and interface operated by PRNV Services.

By accessing, browsing, registering on, or using any review, rating, feedback or recommendation feature of the Platform, Users acknowledge that they have read, understood and agree to be bound by this Policy, in addition to the PRNV Services Terms & Conditions, Privacy Policy and all other applicable platform policies, each of which is incorporated herein by reference.

2. Purpose of this Review & Rating Policy

This Policy has been framed with the following objectives:

•       To establish clear, consistent and fair standards governing the submission and display of reviews and ratings on the Platform.

•       To protect the integrity, credibility and reliability of the Platform’s review ecosystem against manipulation, fraud, coercion and abuse.

•       To safeguard Customers, Service Professionals, Business Partners and PRNV Services against false, defamatory, unlawful or harmful content.

•       To set out transparent moderation, verification, reporting, investigation, enforcement and appeal procedures.

•       To ensure compliance with applicable Indian laws governing intermediary platforms, electronic communications, consumer protection and data privacy.

•       To promote a respectful, professional and constructive environment for all participants in the review and rating ecosystem.

3. Scope and Applicability

This Policy applies, without limitation, to all reviews, ratings, comments, feedback, testimonials, replies and related user-generated content submitted, displayed, stored or processed across the following platforms and features operated by PRNV Services:

•       Website (www.prnvservices.com)

•       Mobile Applications

•       Customer Portals

•       User Accounts and Profiles

•       Reviews and Feedback Systems

•       Ratings and Recommendation Features

•       Messaging and Communication Features

•       Community and Interactive Features

•       Digital Content and Technology Platforms operated by PRNV Services

This Policy applies to all categories of Users, including Customers, Service Professionals, Business Partners, registered account holders, and general website visitors who view, submit, respond to, or interact with review and rating content, irrespective of the device, browser or application used to access the Platform.

This Policy forms an integral part of, and is to be read harmoniously with, the PRNV Services Terms & Conditions, Privacy Policy and all other published policies of PRNV Services. Where a specific conflict or inconsistency arises solely in relation to reviews and ratings, the provisions of this Policy shall prevail to the extent of such conflict.

4. Definitions

For the purposes of this Policy, unless the context otherwise requires, the following terms shall have the meanings set out below:

“Platform”  means the website, mobile applications, customer portals and associated digital infrastructure owned, operated or controlled by PRNV Services.

“User”  means any individual or entity who accesses, browses, registers on, or otherwise uses the Platform, including Customers, Service Professionals, Business Partners and visitors.

“Customer”  means a User who accesses the Platform to discover, evaluate, engage or interact with a Service Professional.

“Service Professional”  means an independent technician, professional, business entity or other listed party that maintains a profile or listing on the Platform.

“Review”  means any written feedback, comment, narrative, testimonial or descriptive statement submitted by a User regarding an experience, interaction or engagement facilitated through the Platform.

“Rating”  means any numerical, star-based, symbolic or scaled score assigned by a User to reflect a level of satisfaction or assessment of an experience.

“Review Compliance Officer”  means the officer designated by PRNV Services to oversee implementation, moderation governance, reporting and grievance handling under this Policy, whose details are set out in Section 27 (Contact Information).

“Content” or “User-Generated Content”  means Reviews, Ratings, comments, replies, attachments, images and any other material submitted by Users in connection with the review and rating features of the Platform.

“Moderation”  means the process by which PRNV Services examines, verifies, flags, labels, restricts, edits, suspends or removes Reviews and Ratings in accordance with this Policy.

“Verified Review”  means a Review submitted by a User in connection with an engagement that PRNV Services has been able to reasonably associate with an actual interaction recorded on the Platform.

5. Nature of Platform Services

PRNV Services is a technology-enabled digital listing, advertising and service-discovery platform. PRNV Services does not itself perform, supervise, control or guarantee the services rendered by any Service Professional, and is not the employer, principal, agent, partner, contractor or representative of any Service Professional listed on the Platform.

Reviews and Ratings published on the Platform represent the personal opinions, observations and individual experiences of the Users who submit them. They do not constitute findings of fact independently verified by PRNV Services, nor do they represent an endorsement, certification, recommendation, warranty or guarantee by PRNV Services of any Service Professional, listing, product or service.

Disclaimer: Reviews and ratings published on the Platform reflect the opinions and experiences of the individual Users who submit them and do not necessarily reflect the views of PRNV Services. PRNV Services does not guarantee the accuracy, completeness, reliability, currency or suitability of any review or rating appearing on the Platform. PRNV Services may, at its discretion, review, label, restrict, edit, suspend or remove any review or rating that appears to violate this Policy or applicable law, and may take such other reasonable action as it considers appropriate to maintain the integrity of the Platform.

PRNV Services maintains the Review and Rating system solely as a facilitative, technology-driven feature to support transparency and informed engagement between Users. Use of, and reliance upon, any Review or Rating is entirely at the User’s own discretion and risk.

6. Objectives of the Review and Rating System

The Review and Rating system has been designed to achieve the following objectives:

•       Enable Customers to make informed decisions based on genuine, peer-shared experiences.

•       Encourage accountability, professionalism and continuous service improvement among Service Professionals.

•       Promote transparency, trust and credibility within the PRNV Services ecosystem.

•       Provide a constructive and structured feedback channel between Customers and Service Professionals.

•       Deter dishonest, manipulative, coercive or otherwise harmful conduct that could undermine the credibility of the Platform.

•       Support continuous enhancement of platform governance, moderation practices and User experience.

7. Guiding Principles

The Review and Rating system of PRNV Services is governed by the following core principles, which apply equally to all Users, Service Professionals and other participants:

7.1 Authenticity and Accuracy

Every Review and Rating must reflect a genuine, first-hand and verifiable experience of the User submitting it. Reviews must be factually accurate to the best of the User’s knowledge and must not contain fabricated, exaggerated, or materially misleading statements.

7.2 Fairness and Transparency

PRNV Services applies consistent, objective and non-discriminatory standards while moderating, displaying, restricting or removing Reviews and Ratings. Users and Service Professionals are entitled to fair treatment and clear communication regarding any action taken in respect of their content.

7.3 Respectful and Professional Communication

All Reviews and related interactions must be expressed in respectful, civil and professional language. Personal attacks, hostility, profanity and demeaning conduct directed at any individual or entity are inconsistent with this Policy.

7.4 Integrity and Responsible Participation

Users must participate in the Review and Rating system responsibly and in good faith, without engaging in manipulation, coordination, solicitation or any conduct intended to distort the genuine reflection of User experience.

7.5 Privacy and Confidentiality

Reviews and Ratings must not disclose personal, sensitive, confidential or identifying information of any individual without lawful basis or consent. PRNV Services is committed to handling all Review-related data in accordance with applicable data protection law and its Privacy Policy.

8. Eligibility to Submit Reviews and Ratings

Subject to this Policy and the PRNV Services Terms & Conditions, a User is eligible to submit a Review or Rating only where all of the following conditions are satisfied:

•       The User holds a valid, registered account on the Platform and is at least eighteen (18) years of age, or otherwise meets the minimum age requirement prescribed under applicable law.

•       The User has had a genuine, identifiable interaction or engagement with the Service Professional, feature or aspect of the Platform that is the subject of the Review or Rating.

•       The Review or Rating is submitted by the individual who personally experienced the interaction, and not on behalf of, or at the direction of, any other person or entity, save as may be expressly permitted by PRNV Services.

•       The User has not previously been suspended, restricted or barred from submitting Reviews or Ratings for violation of this Policy, unless such suspension or restriction has been lifted.

PRNV Services reserves the right to introduce additional eligibility criteria, verification steps or submission limits from time to time, in its reasonable discretion, to preserve the integrity of the Review and Rating ecosystem.

9. Review and Rating Submission Guidelines

Users submitting a Review or Rating must adhere to the following guidelines:

•       Reviews must be truthful, specific and relevant to the actual interaction or engagement experienced.

•       Reviews must be based solely on the User’s personal, direct and first-hand experience.

•       Ratings must reasonably and honestly reflect the User’s genuine assessment of the relevant experience.

•       Reviews should be expressed in clear, coherent and appropriately formatted language, free of excessive capitalisation, symbols or repetitive characters.

•       Users may, where the Platform permits, edit or update a previously submitted Review or Rating within the timeframe made available for such purpose.

•       Reviews and Ratings may only be submitted through a User’s own verified account credentials and may not be submitted through automated, scripted or third-party means.

•       Users must ensure that any attachment, image or supporting material submitted alongside a Review complies with this Policy and does not infringe the rights of any third party.

10. Acceptable Reviews and Feedback

PRNV Services welcomes and encourages Reviews and feedback that are constructive, honest and informative. Acceptable Reviews and feedback include, without limitation:

•       Genuine, balanced accounts of the User’s experience, whether positive, neutral or critical.

•       Constructive criticism that identifies specific aspects of an interaction for the purpose of improvement.

•       Objective descriptions of factors such as service quality, professionalism, timeliness, communication, and overall satisfaction.

•       Genuine commendation or appreciation of a positive experience.

•       Reasonable suggestions for improvement, expressed respectfully and constructively.

PRNV Services encourages Users to provide feedback that is specific, fair and helpful to other members of the community, while remaining respectful of the rights and dignity of the Service Professional or other party concerned.

11. Prohibited Reviews and Activities

The following categories of Reviews, Ratings and related activities are strictly prohibited on the Platform. Any violation may result in moderation, restriction, removal, suspension or other corrective action under this Policy, in addition to any civil or criminal liability that may arise under applicable law.

11.1 False, Fake, or Misleading Reviews

Reviews that are fabricated, exaggerated, materially inaccurate, or that misrepresent an interaction that did not genuinely occur.

11.2 Impersonation or Identity Misrepresentation

Submitting a Review while impersonating another individual or entity, or misrepresenting one’s identity, affiliation, or relationship to the interaction being reviewed.

11.3 Fraudulent, Manipulated, or Coordinated Reviews

Reviews submitted in connection with fraudulent schemes, review manipulation, coordinated campaigns, bulk or repetitive submissions, or any artificial inflation or deflation of ratings.

11.4 Harassing, Defamatory, Abusive, or Offensive Content

Content that harasses, threatens, defames, demeans, abuses or targets any individual or entity, including content that is intended to intimidate or cause reputational harm without factual basis.

11.5 Discriminatory or Hate-Based Content

Content that promotes discrimination, hostility or hatred on the basis of religion, race, caste, gender, sexual orientation, disability, nationality or any other protected characteristic.

11.6 Obscene, Illegal, or Harmful Content

Content that is obscene, pornographic, sexually explicit, violent, or otherwise unlawful, or that promotes, facilitates or glorifies illegal or harmful activity.

11.7 Disclosure of Confidential, Sensitive, or Personal Information

Content that discloses personal, sensitive, confidential or identifying information of any individual without lawful basis or consent, including contact details, financial information, or identification numbers.

11.8 Spam, Promotional, or Irrelevant Content

Content that is spam, unsolicited promotional or advertising material, irrelevant to the interaction being reviewed, or that seeks to direct Users to unrelated third-party platforms or services.

11.9 Reviews Intended to Mislead, Coerce, Threaten, or Manipulate

Reviews submitted, withheld, threatened, or altered with the intention of coercing, pressuring, blackmailing or improperly influencing any Service Professional, Customer or other party.

11.10 Any Content Violating Applicable Laws or Platform Policies

Any Review, Rating or related activity that otherwise violates applicable Indian law, including the Information Technology Act, 2000, the Bharatiya Nyaya Sanhita, 2023, the Consumer Protection Act, 2019, or any other applicable platform policy of PRNV Services.

12. Responsibilities of Users

Users who submit, view, or interact with Reviews and Ratings agree to:

•       Submit honest, accurate and first-hand feedback in accordance with this Policy.

•       Refrain from engaging in any prohibited activity described in Section 11 of this Policy.

•       Treat Service Professionals, fellow Users and PRNV Services personnel with respect and professionalism.

•       Promptly report any Review, Rating or related content that appears to violate this Policy.

•       Cooperate reasonably with PRNV Services during any investigation, moderation or verification process relating to their submitted content.

•       Bear full responsibility for the accuracy, lawfulness and consequences of the content they submit.

13. Responsibilities of Service Professionals

Service Professionals listed on the Platform agree to:

•       Engage with Reviews and Ratings in a respectful, professional and constructive manner.

•       Refrain from soliciting, incentivising, fabricating, or coordinating Reviews, whether directly or through any third party.

•       Refrain from posting retaliatory, defamatory, or coercive responses to genuine Reviews or Ratings.

•       Report, through the mechanisms set out in this Policy, any Review reasonably believed to be false, fraudulent or otherwise in violation of this Policy.

•       Cooperate with PRNV Services during any investigation or verification process relating to Reviews concerning their profile or listing.

•       Refrain from creating or controlling multiple accounts for the purpose of submitting or manipulating Reviews.

14. Responsibilities of PRNV Services

PRNV Services is committed to maintaining a fair, transparent and trustworthy Review and Rating ecosystem and, accordingly, undertakes to:

•       Establish and maintain clear, published standards governing the submission and display of Reviews and Ratings.

•       Apply moderation and verification practices in a consistent, reasonable and non-discriminatory manner.

•       Provide accessible mechanisms for reporting Reviews and Ratings that appear to violate this Policy.

•       Investigate reported violations in good faith and within a reasonable timeframe.

•       Take appropriate corrective or enforcement action where a violation of this Policy is identified.

•       Provide a reasonable opportunity for appeal or reconsideration in respect of moderation decisions, as set out in Section 20.

•       Protect the privacy and confidentiality of User data associated with Reviews and Ratings, in accordance with the PRNV Services Privacy Policy and applicable law.

•       Continuously evaluate and enhance the governance, moderation and integrity of the Review and Rating system.

PRNV Services does not guarantee that every Review or Rating will be pre-screened prior to publication, and the presence of a Review or Rating on the Platform does not constitute verification, approval or endorsement of its content by PRNV Services.

15. Review Moderation and Verification Practices

PRNV Services may employ a combination of automated tools, human review and community reporting to moderate Reviews and Ratings, including, without limitation:

•       Automated screening for prohibited language, spam patterns, suspicious activity, or duplicate submissions.

•       Verification of whether a Review or Rating is reasonably associated with an actual recorded interaction on the Platform.

•       Manual review of content flagged through automated systems or reported by Users.

•       Behavioural and pattern analysis to identify coordinated, fraudulent or manipulated review activity.

•       Periodic audits of Review and Rating activity to identify systemic concerns or emerging risks.

PRNV Services may label, annotate, restrict the visibility of, temporarily hide, or decline to publish any Review or Rating pending verification or investigation. Moderation actions are taken on a reasonable-efforts basis and do not constitute a guarantee that all non-compliant content will be identified or removed.

16. Reporting Inappropriate Reviews or Ratings

Users and Service Professionals who encounter a Review or Rating that they reasonably believe violates this Policy may report such content through the in-platform reporting tools available on the relevant Review, profile or listing page, or by contacting the Review Compliance Officer using the details set out in Section 27 (Contact Information).

Reports should, to the extent possible, identify the specific Review or Rating concerned and the specific provision of this Policy alleged to have been violated, along with any supporting information or evidence.

PRNV Services will acknowledge receipt of reports submitted through official channels and will treat all such reports as confidential to the extent permitted by law and operational necessity.

17. Investigation and Review Procedures

Upon receipt of a report, complaint, or internally identified concern regarding a Review or Rating, PRNV Services will undertake a reasonable and good-faith investigation, which may include:

•       Examination of the content, context and metadata associated with the Review or Rating.

•       Review of the underlying interaction or engagement record, where available.

•       Seeking clarification, explanation or supporting information from the User who submitted the content.

•       Seeking a response or supporting information from the Service Professional or other party concerned.

•       Cross-referencing patterns of activity associated with the relevant account(s).

PRNV Services will endeavour to complete its review of reported content within a reasonable timeframe, having regard to the nature and complexity of the matter. PRNV Services’ determination following such investigation shall be based on the information reasonably available to it at the relevant time.

18. Corrective Actions and Enforcement Measures

Where PRNV Services determines, following investigation, that a Review, Rating or related activity violates this Policy, it may take such corrective or enforcement action as it considers reasonable and proportionate, including, without limitation:

•       Issuing a warning or notice to the User or Service Professional concerned.

•       Editing, labelling, restricting the visibility of, or removing the non-compliant Review or Rating.

•       Temporarily suspending the offending account’s ability to submit or display Reviews and Ratings.

•       Restricting, suspending or terminating the User’s or Service Professional’s account, in accordance with the PRNV Services Terms & Conditions.

•       Escalating the matter for legal, regulatory or law enforcement action, where appropriate.

PRNV Services will exercise such enforcement measures reasonably and in proportion to the nature and severity of the violation, taking into account any relevant history of prior conduct.

19. Removal, Restriction, or Suspension Procedures

Where a Review or Rating is removed, restricted, or otherwise actioned under this Policy, PRNV Services will, where reasonably practicable, notify the User who submitted the content of the action taken and the general basis for such action, save where notification is not feasible, is prohibited by law, or could compromise an ongoing investigation.

PRNV Services may, in appropriate circumstances and at its discretion, restrict a Review or Rating pending investigation rather than removing it outright, where the matter requires further verification.

Where an account is suspended or restricted in connection with Review and Rating violations, such suspension or restriction shall be subject to the relevant provisions of the PRNV Services Terms & Conditions governing account suspension and termination.

20. Appeals and Reconsideration Procedures

A User or Service Professional who disagrees with a moderation decision, removal, restriction or other enforcement action taken under this Policy may submit a written request for reconsideration to the Review Compliance Officer, using the contact details set out in Section 27.

Such requests should clearly identify the Review or Rating concerned, the action being appealed, and the grounds for reconsideration, together with any supporting evidence.

•       Appeals will be reviewed by PRNV Services in good faith and with reasonable promptness.

•       PRNV Services may request additional information or clarification in connection with an appeal.

•       The outcome of the reconsideration process will be communicated to the appealing party.

The decision of PRNV Services upon reconsideration shall be final, without prejudice to any statutory right of grievance redressal, regulatory complaint, or recourse to a competent forum available to the User or Service Professional under applicable law.

21. Privacy and Confidentiality Considerations

PRNV Services processes personal data associated with Reviews and Ratings in accordance with its Privacy Policy and applicable data protection law, including the Digital Personal Data Protection Act, 2023, where applicable.

Reports, complaints and investigation-related communications submitted under this Policy will be treated as confidential to the extent reasonably possible, and information disclosed during an investigation will be used solely for the purpose of administering this Policy, unless disclosure is required by law or necessary to protect the rights, safety or property of PRNV Services, its Users, or third parties.

Users must not disclose the personal, sensitive or confidential information of any third party within a Review or Rating, and PRNV Services reserves the right to redact, restrict or remove any such information identified within published content.

22. Record Preservation and Documentation

PRNV Services may retain records relating to Reviews, Ratings, reports, investigations, moderation actions and enforcement decisions for such period as may be necessary to comply with applicable law, resolve disputes, support investigations, or enforce this Policy.

Such records may include the content of the Review or Rating, associated metadata, communications relating to reports or appeals, and the basis for any moderation or enforcement decision taken.

Records preserved under this Policy will be maintained in accordance with the data retention principles set out in the PRNV Services Privacy Policy and applicable law.

23. Cooperation with Regulatory Authorities and Law Enforcement

PRNV Services shall cooperate with competent regulatory authorities, courts, tribunals and law enforcement agencies in connection with lawful requests, orders, or directions relating to Reviews, Ratings or related content, including under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and other applicable law.

PRNV Services may disclose relevant information, records or content where required to do so by a valid legal process, statutory obligation, or order of a competent authority, or where necessary to protect the rights, safety, or property of PRNV Services, its Users, or the public.

24. Compliance Monitoring and Periodic Reviews

PRNV Services will periodically monitor and assess the effectiveness, fairness and integrity of its Review and Rating moderation practices, with a view to identifying emerging risks, refining enforcement standards, and strengthening platform governance.

Such periodic review may include assessment of reporting trends, moderation outcomes, appeal resolutions, and evolving regulatory requirements applicable to intermediary platforms operating in India.

25. Amendments and Updates

PRNV Services reserves the right to amend, update, revise or modify this Policy at any time, in its reasonable discretion, including to reflect changes in applicable law, platform functionality, or governance practices.

The updated Policy will be published on the Platform with a revised effective date, and continued use of the Platform’s Review and Rating features following any such update shall constitute acceptance of the amended Policy. Users are encouraged to review this Policy periodically to remain informed of its current terms.

26. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India, including, without limitation, the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, the Bharatiya Nyaya Sanhita, 2023, and the rules and regulations framed thereunder.

Subject to applicable law, any dispute, claim or controversy arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts at Hyderabad, Telangana, India.

27. Contact Information

For questions, clarifications, reports, complaints, or appeals relating to this Review & Rating Policy, Users and Service Professionals may contact the Review Compliance Officer using the details below:

Our Commitment

PRNV Services remains firmly committed to building and sustaining a fair, transparent and trustworthy Review and Rating ecosystem for every Customer, Service Professional, Business Partner and visitor who engages with our Platform.

We reaffirm our commitment to:

•       Fair and transparent feedback systems that empower informed decision-making.

•       Authentic and responsible participation by every member of our community.

•       Respectful and professional interactions across all platform features.

•       Information security and the protection of User privacy.

•       Ethical and lawful platform governance, consistent with applicable Indian law.

•       Building a trustworthy, credible and constructive review ecosystem.

•       Continuous enhancement of our review moderation and governance practices.

This Review & Rating Policy reflects our ongoing dedication to integrity, accountability and trust across the PRNV Services platform. We thank our Users, Service Professionals and Business Partners for upholding these standards and contributing to a credible, respectful, and constructive feedback ecosystem.