Review policy

1. Email verification before reviewing

• Before the review form unlocks, the reviewer enters an email address and receives a 6-digit verification code sent via Paubox.
• Each 6-digit code is valid for 10 minutes, with at most 5 attempts.
• The send-code endpoint is protected with Cloudflare Turnstile and rate limits per IP network and per email address.
• Disposable and temporary email domains are blocked.

2. One review per person per program, and how we protect your email

• We allow one review per verified email address per program.
• We enforce this rule using a one-way cryptographic hash (HMAC) of the normalized email address plus the program id.
• We do not keep the raw email address after verification, and we never display a reviewer's email address on the site. Only the reviewer's first name (not full name), role, optional treatment year, rating and review text appear once published.

3. What we ask on the review form

• Star rating: 1 to 5 stars.
• First name: Only the first name is stored and shown.
• "I am a..." with three options:
  • Former client
  • Family member or friend
  • Referring professional
• Treatment year (optional): The year care took place.
• Required conflict-of-interest attestation: Every reviewer must check the box confirming: "I don't work for this program, and I wasn't paid or offered anything for this review."

4. Moderation rules

• New reviews go to a pending moderation queue. Nothing publishes instantly.
• We reject a review only for one of these five reasons:
  1. Fake or impersonated
  2. Exposes someone else's private health information
  3. Harassment, hate or profanity
  4. Not about this program
  5. Conflict of interest (for example, written by staff, a competitor, or someone paid or offered an incentive)
• We apply the exact same rules to every listing, whether baseline, verified, paid or free.
• We never reject a review for being negative. Honest critical reviews from former clients, families and referring professionals are published on the same terms as positive reviews.

5. Reporting a review

• Only signed-in program accounts that have claimed the listing in the provider portal can report a review on that listing.
• A reported review stays visible on the program page while our team checks it, unless it was reported for exposing private health information or for abuse (harassment, hate or profanity), in which case it is held while we check it.

6. How ratings and structured data work

• A program's star average and review count are calculated strictly from its published reviews.
• When a program has no published reviews, the page displays Not yet rated.
• We emit AggregateRating structured data only when a listing has at least one published review, using the exact published ratingValue and reviewCount.

Questions