Tripolo Review Rules

Scope: This Policy is a Tripolo Policy incorporated by reference into both the Tripolo Traveler Terms and the 趣菠萝服务条款 (Tripolo Guide Terms). It forms an integral part of both agreements and binds Travelers and Guides alike.

Changes: Amendments follow the amendment procedure in the Terms that apply to you — Section 29.1 of the Tripolo Traveler Terms for Travelers, 【协议的变更】 of the 趣菠萝服务条款 for Guides. That procedure distinguishes material modifications from other modifications: a material change — one affecting fees, liability, dispute resolution or the handling of personal information, or otherwise reducing your rights or increasing your obligations — is notified by email at least thirty (30) days in advance; other changes, such as correcting an error, clarifying wording, adding examples or changing formatting, take effect when posted, with no separate notice. A confirmed Reservation remains governed by the version in effect when it was confirmed. Prior versions are retained for at least three (3) years.

Language: Published in Chinese and English. The versions are intended to be identical in substance. In the event of inconsistency, the Chinese version prevails for Guides and the English version prevails for Travelers.

Entities: In these Rules, “Tripolo” refers to the Tripolo Platform as a whole. Collection, refunds and the platform service fee in respect of Travelers are carried out by Tripolo, Inc. as merchant of record; Guide verification, settlement and account measures are carried out by 趣菠萝科技（深圳）有限公司. The two companies are under no common ownership, each is responsible only for what it does, and neither is the agent of the other.

1. Submitting reviews

1.1 Who may review

Only a Traveler on a completed Reservation may submit a review and rating for that Guide Service.

1.2 Deadline

Reviews must be submitted within fourteen (14) days of the scheduled end time. The review window then closes.

1.3 One-way reviews

Reviews are one-way: only a Traveler may review a Guide Service. Guides do not review Travelers. A review is published once it is submitted. Guides may not post a public reply to a review; a Guide who believes a review breaches these Rules may object under Section 4.

1.4 Content standards

Reviews must be truthful, based on the reviewer’s own first-hand experience, objective, and lawful, and must maintain basic respect.

2. Prohibited conduct

2.1 You may not:

• fabricate transactions or manipulate reviews or ratings by any means
• offer refunds, compensation, cash back, gifts, or other benefits in exchange for positive reviews, or to induce removal or modification of a negative review
• harass, threaten, or pressure a Traveler in connection with a review
• post content unrelated to the Guide Service, advertising, or traffic-diversion material
• disclose another person’s name, contact details, address, identification number, or itinerary in a review
• post unlawful content, abuse, discriminatory material, sexual content, or personal attacks

2.2 Where this Section is breached, Tripolo may remove the review, reduce search visibility, or suspend or terminate the account. Serious cases may be referred to the authorities.

3. Removal and restriction

3.1 Tripolo may remove or restrict a review where:

• it breaches Section 2
• the content is unlawful or contrary to public order and morals
• it is demonstrably inconsistent with the facts
• it discloses another person’s personal information or privacy
• it has been found untrue by a binding legal determination
• removal is required by law

3.2 What Tripolo will not do

Tripolo will not remove a review solely because it is negative, or solely at a Guide’s request.

3.3 Traveler edits

A Traveler may edit a review once within 7 days of submission. The original content is then no longer displayed.

4. Guide objections

4.1 A Guide who believes a review breaches these Rules may object through the support channel in the Guide app within 7 days of publication, with supporting evidence.

4.2 Tripolo will respond within 5 business days of receiving an objection that complies with Section 4.1. Where an objection is incomplete or unsupported, Tripolo may request further information, and the period restarts on receipt of that information.

5. Display and retention

5.1 Reviews and ratings are displayed publicly on Service Pages and may be used in ranking and search visibility.

5.2 You understand and agree that reviews and ratings submitted by a Traveler about a Guide Service may continue to be displayed after the account is closed, in order to preserve the integrity of the Platform’s review system, except where the law provides otherwise.

5.3 Tripolo does not verify individual reviews and does not endorse any statement contained in them. Reviews reflect the personal experience and opinion of the person who posted them.