Review & AI Usage Guidelines

The customer provides the experience. Onloz helps with the words.

A review generated with Onloz should be based on the customer’s genuine experience with the relevant business.

For example, if a customer selects:

Onloz may help turn that feedback into natural language such as:

Onloz should not introduce specific facts that the customer did not provide.

For example, if the customer never mentioned a waiting time, Onloz should not invent:

The purpose of AI assistance is to improve expression, not create facts.

Businesses using Onloz must allow customers to provide the rating that genuinely reflects their experience.

Businesses must not instruct or pressure customers to:

• give five stars;
• give a particular rating;
• change a rating;
• remove a negative review;
• submit a positive review;
• describe the business in a particular way; or
• omit genuine negative aspects of their experience.

For example, a business should not tell a customer:

The customer should be free to provide an honest rating.

Onloz must not be used to create or facilitate reviews from people who did not have a genuine experience with the business.

Examples of prohibited activity include:

• employees reviewing their own business where prohibited by the applicable platform;
• business owners creating reviews pretending to be customers;
• friends or family members creating reviews without a genuine customer experience;
• purchasing reviews;
• creating reviews for fictional customers;
• creating multiple identities to submit reviews;
• generating reviews for customers who never interacted with the business; or
• submitting AI-generated experiences that did not occur.

AI-generated content must not contain fabricated claims.

Businesses must not intentionally provide false information to Onloz for the purpose of generating a review.

For example, if a customer only says:

the business should not manipulate the input to generate:

unless those statements genuinely came from the customer’s experience and were appropriately provided by the customer.

Onloz may use AI to:

• improve grammar;
• organize feedback;
• turn selections into natural language;
• summarize customer feedback;
• adjust wording;
• improve readability; and
• create a draft based on customer-provided information.

AI should not be used to fabricate:

• events;
• products;
• services;
• employee interactions;
• prices;
• waiting times;
• delivery times;
• product characteristics;
• customer relationships;
• outcomes; or
• other material facts.

Businesses and customers should review AI-generated text before publishing it.

Where Onloz generates review text, customers should be given an appropriate opportunity to:

1. 1.see the generated content;
2. 2.review it;
3. 3.edit it if necessary; and
4. 4.decide whether to publish it.

The customer remains responsible for the content they choose to publish.

Onloz does not automatically guarantee or require publication of generated content to any third-party platform.

A genuine negative experience is still genuine feedback.

Businesses must not use Onloz to suppress legitimate criticism.

A customer who gives a lower rating should not be prevented from expressing their experience simply because the business prefers positive reviews.

For example, businesses should not configure or operate their Onloz experience for the purpose of:

Businesses should provide customers with a fair opportunity to provide honest feedback.

Businesses must not use Onloz to offer customers an incentive in exchange for a review or rating where prohibited by applicable law or the relevant review platform’s policies.

Examples include:

• discounts;
• coupons;
• refunds;
• free products;
• free services;
• loyalty points;
• gifts;
• cash;
• competitions; or
• other benefits.

Businesses should not make a benefit conditional on:

• leaving a review;
• giving a positive rating;
• changing a review; or
• removing a negative review.

Businesses are responsible for understanding the rules applicable to their industry, jurisdiction, and review platform.

Onloz does not control third-party review platforms.

Businesses using Onloz must comply with the policies of the platform where they ask customers to publish reviews.

This may include platforms such as:

• Google;
• TripAdvisor;
• Yelp;
• Trustpilot;
• Facebook;
• industry-specific review platforms; and
• other third-party services.

Third-party policies may change over time.

Businesses are responsible for reviewing and complying with the current rules of the platform they use.

Where a business uses Onloz to facilitate customer reviews on Google, the business must comply with Google’s applicable policies.

Google’s policies require reviews to represent genuine experiences and prohibit practices including fake engagement, manipulated ratings, and certain forms of incentivized or selectively solicited reviews.

Onloz does not represent that it is affiliated with, endorsed by, or approved by Google.

Google is a trademark of Google LLC.

Google independently determines whether content is published, filtered, restricted, or removed.

A review generated with Onloz may be removed by Google or another platform even when the business believes the review is genuine.

Onloz cannot guarantee publication, retention, visibility, ranking, or continued availability of any review.

Businesses must not advertise or represent Onloz as:

• “Google approved”;
• “Google certified”;
• “Google endorsed”;
• “Google partner”;
• “official Google review software”; or
• any similar statement suggesting an affiliation or endorsement that does not exist.

Businesses must also not make claims about Onloz that are false or misleading.

Businesses may tell customers that they can share feedback about their experience.

For example:

Businesses should avoid wording that attempts to manipulate the customer’s rating, such as:

The objective should be to encourage honest feedback, not a predetermined result.

Onloz is designed to reduce the effort required to write a review.

It does not guarantee:

• more five-star reviews;
• higher ratings;
• more Google reviews;
• improved Google rankings;
• improved SEO;
• increased sales;
• increased revenue;
• improved reputation; or
• any particular business outcome.

Businesses should evaluate the Service based on their own results.

Businesses must use Onloz in accordance with applicable privacy and data-protection laws.

Businesses should not provide Onloz with personal information that they do not have the right to collect or process.

Businesses are responsible for providing customers with appropriate privacy information where required.

Depending on the arrangement, the business may be responsible for determining:

• why customer information is collected;
• what information is collected;
• how long it is retained;
• who it is shared with; and
• the lawful basis for processing it.

Additional information is available in the Onloz Privacy Policy and, where applicable, a Data Processing Agreement.

Businesses should avoid requesting unnecessary sensitive personal information through Onloz.

This may include information relating to:

• health;
• financial information;
• government identification;
• precise location;
• passwords;
• authentication credentials;
• sexual life or orientation;
• racial or ethnic origin;
• religious beliefs;
• political opinions; or
• other categories of sensitive or specially protected information.

Where a business operates in a regulated industry, it is responsible for configuring its feedback experience appropriately.

Businesses should not ask customers to include confidential information in a public review.

For example, customers should not be encouraged to disclose:

• private employee information;
• another customer’s personal information;
• confidential business information;
• passwords;
• payment information; or
• other information that should not be publicly disclosed.

Businesses should review their questions and feedback categories to avoid unnecessarily collecting such information.

Businesses are responsible for how they deploy Onloz.

This includes:

• where QR codes are displayed;
• how review requests are communicated;
• what customers are told;
• what questions are asked;
• what incentives, if any, are offered;
• how feedback is handled; and
• where customers are directed after completing the experience.

Onloz provides the technology but does not control how a business uses it.

We recommend the following approach:

Step 1 — Ask for an honest rating

Customers should choose the rating that genuinely represents their experience.

Step 2 — Ask what stood out

For example:

Step 3 — Optional additional feedback

Customers may provide additional details in their own words.

Step 4 — Generate a draft

Onloz uses the customer’s input to create a review draft.

Step 5 — Customer reviews the draft

The customer can review and edit the content.

Step 6 — Customer decides whether to publish

The customer chooses whether to continue to the relevant review platform.

This flow is intended to reduce writing friction while keeping the customer’s experience and decision-making at the center of the process.

Businesses must not use Onloz to:

• generate fake reviews;
• generate reviews for non-customers;
• manipulate ratings;
• purchase reviews;
• exchange benefits for reviews where prohibited;
• suppress legitimate negative feedback;
• selectively solicit only positive reviews;
• impersonate customers;
• create fictional customer identities;
• submit reviews without customer authorization;
• fabricate customer experiences;
• provide false information to generate review content;
• use AI to manufacture unsupported claims;
• violate third-party review platform policies; or
• violate applicable consumer-protection or privacy laws.

If you believe a business or user is using Onloz for prohibited activity, you may report it to info@onloz.com.

Please provide enough information for us to investigate the reported activity.

We may investigate reports and may suspend or terminate accounts that violate our Terms of Service or these Guidelines.

Onloz may take reasonable action when we identify or receive credible reports of misuse.

Depending on the circumstances, this may include:

• requesting additional information;
• warning the account holder;
• restricting particular functionality;
• disabling a campaign;
• suspending an account;
• terminating an account;
• deleting prohibited content; or
• cooperating with lawful requests from authorities or third-party platforms.

We do not guarantee that we will identify every violation or prevent every misuse of the Service.

We may update these Guidelines from time to time as:

• our Service changes;
• applicable laws change;
• third-party platform policies change; or
• we develop additional safeguards.

The “Last Updated” date at the beginning of these Guidelines indicates when they were most recently updated.

If you have questions about these Guidelines or how to use Onloz responsibly, contact: