1. Scope and application

This Reviews and Ratings Moderation Standard governs all reviews, ratings, comments, feedback, images, and related content submitted by Buyers or other users through the MawadOnline marketplace and associated applications. It applies to content displayed publicly, content held pending moderation, and content removed or restricted by the Platform.

2. Intermediary status and role allocation

The Platform operates solely as an intermediary marketplace. Reviews and ratings represent the views and statements of the submitting user only. The Platform does not endorse, verify, warrant, or guarantee the accuracy, completeness, or legality of any review or rating. Vendors remain solely responsible for their products, conduct, and regulatory compliance irrespective of any reviews or ratings.

3. Submission eligibility and constraints

Only Buyers with a completed transaction recorded on the Platform may submit a review or rating for that transaction. Reviews and ratings must relate directly to the specific product and transaction. Incentivized, compensated, coerced, or otherwise manipulated reviews are prohibited.

4. Prohibited content

The following content is strictly prohibited and may be removed, restricted, or used as grounds for enforcement without prior notice:

1. False, misleading, fabricated, or unverifiable statements of fact.

2. Allegations of criminal conduct, regulatory violations, or safety defects without objective evidence.

3. Defamatory, abusive, harassing, threatening, hateful, or discriminatory content.

4. Obscene, sexually explicit, violent, or otherwise unlawful material.

5. Content containing personal data of any individual other than the submitting user.

6. Advertising, promotional material, external links, or solicitations.

7. Repetitive, spam-like, or automated submissions.

8. Content intended to manipulate ratings, rankings, or Vendor performance metrics.

5. Moderation authority and process

The Platform has full discretion to monitor, review, moderate, restrict, delist, edit for formatting, or remove any review or rating at any time. Moderation may be automated, manual, or a combination of both. The Platform is not obligated to publish, retain, or reinstate any review or rating.

6. Evidence-based review disputes

Vendors may contest a review or rating by submitting objective evidence demonstrating that the content is false, unrelated to the transaction, or otherwise prohibited. The Platform determines the sufficiency and credibility of evidence. Platform determinations regarding review disputes are final for Platform-administered outcomes unless mandatory law requires otherwise.

7. Temporary suppression and investigation

Where a review or rating alleges serious safety, compliance, or regulatory issues, the Platform may temporarily suppress public display while conducting an internal review. Suppression does not constitute validation or rejection of the allegation.

8. Use of reviews and ratings for enforcement

Reviews, ratings, and associated metadata may be used by the Platform for:

1. Performance monitoring and trend analysis.

2. SLA breach assessment and enforcement thresholds.

3. Fraud detection and abuse prevention.

4. Regulatory, compliance, and law enforcement cooperation where legally required or appropriate.

9. No obligation to notify

The Platform has no obligation to notify the submitting user or the Vendor prior to moderation, suppression, or removal of any review or rating, except where mandatory law requires notification.

10. Limitation of liability

The Platform bears no liability for any loss, damage, or claim arising from the publication, suppression, moderation, or removal of reviews or ratings, provided actions are taken in good faith and within the scope of this Standard.

11. Data use and retention

Reviews and ratings may be retained, archived, analyzed, and used in accordance with applicable data protection laws and the Platform’s data governance position. Content licenses granted to the Platform survive account suspension or termination.